Prudential Financial

Life Insurance

FAQs for Insurance
> I need a new coupon book for my policy; how do I get one?
> What's the date on my last premium payment?
> Why did I receive a lapse notice for my last premium?
> How can I reinstate a lapsed policy?
> What are my different options for paying premiums?
> What if I want to change my current premium payment mode?
> How do I file a death claim?
> How can I check the status of a death claim?
> How do I get information about my policy values?
> How can I receive a term life insurance quote online?
> How do I take a loan out against my Prudential Financial policy?
> How can I contact a Customer Service Representative about my insurance policy?
> How do I change my address, phone number, beneficiary, etc.?
> How do I request a policy search?
> What do I do if I've lost my policy?
> Where can I find an agent after moving to another state?
FAQs for Insurance
Q. I need a new coupon book for my policy; how do I get one?
A. To order a new coupon book, first log in.
  1. Click the Account Summary tab, which will put you into the Insurance & Investment Center Summary page.
  2. Under the My Products heading, select "New life insurance coupon book."
  3. Follow the directions on the New Coupon Book Request page.
If you do not have Account Access, enroll now.

You may also order a new coupon book using Prudential Financial's automated voice response system.  To access this service, call Prudential Financial's Customer Service Center at 1-800-778-2255, Mon.-Fri., 8 a.m.- 8 p.m. ET.  Please be sure to have your social security and policy numbers available.

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Q. What's the date on my last premium payment?
A.  Log in to your Account Access. You can find this date listed as the Receipt of Last Payment Date on the Premiums page of that policy.  Please keep in mind that detailed policy information may not be available for all of your policies.

If you do not have Account Access, enroll now. You may also call Prudential Financial's automated response system to find out the amount of your next premium payment, and when its due, Mon.-Fri., 8 a.m.-8 p.m. ET at 1-800-778-2255.  Please be sure to have your social security and policy numbers available.

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Q. Why did I receive a lapse notice for my last premium?
A. It is possible that the lapse notice was sent out shortly before we received your latest payment. If this is the case, we probably received your payment in enough time to prevent a lapse from actually occurring. To find out when your latest premium payment was received by Prudential Financial, you can either login and view the Receipt of Last Payment Date on the Premiums page of your policy or you can use Prudential Financial's automated response system by calling 1-800-778-2255. Please be sure to have your social security and policy numbers handy if you call.

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Q. How can I reinstate a lapsed policy?
A. Determine how long it has been since your policy has lapsed. The first paragraph of your lapse notice will indicate the amount of premiums missed and the date(s) on which they were due. The third paragraph will indicate the amount of premium you will need to pay in order to have your policy reinstated. Please keep in mind that if another premium due date has passed since you received your lapse notice, the listed amount may not be sufficient to pay the premiums due. We may need additional money to reinstate your policy. Your policy lapsed less than six months ago:
If your policy number begins with the letters Q or R or the number 9, please contact Prudential Financial's Customer Service Center Mon.-Frid., 8 a.m.- 8 p.m. ET at 1-800-778-2255. For all other policy numbers, use the form that accompanied your lapse notice. Completed reinstatement forms can be mailed, along with the required premium payment, to the address indicated on the form. If an address was not provided with your form, please contact Prudential Financial's Customer Service Center at 1-800-778-2255 to find out the address. In order to insure that your policy is reinstated, please return the form immediately after receiving the lapse notice. Your policy lapsed more than six months ago:
Please contact your Prudential Financial professional regarding the reinstatement of your policy. If you do not currently have a Prudential Financial professional, you can use our site's office locator.  This feature will locate the five offices nearest your home.  If you'd prefer to speak to a customer service specialist regarding your questions, please call Prudential Financial's Customer Service Center Mon.-Fri., 8 a.m.- 8 p.m. ET at 1-800-778-2255.

You are unsure of when your policy lapsed:
Please call Prudential Financial's Customer Service Center Mon.-Fri., 8 a.m.- 8 p.m. ET at 1-800-778-2255.

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Q. What are my different options for paying premiums?
A. Depending on which Prudential Financial product you own, you may be able to pay your premiums on a monthly, quarterly, semi-annual or annual basis. Please note that changing the frequency of your premium payments may increase the total amount you pay each year.  You may also be able to have your premiums deducted directly from your paycheck or checking account with Pru-Matic. To change your current premium payment mode, please contact your Prudential Financial professional or our Customer Service Center at 1-800-778-2255.  Please remember that in order to make this change over the phone, the request must be made by the owner of the policy.  Be sure to have your Prudential policy number and Social Security number available when you call.

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Q. What if I want to change my current premium payment mode?
A. To change your current premium payment mode, please contact your Prudential agent. You can also contact our Customer Service Center at 800-778-2255. Please remember that in order to make this change over the phone, the request must be made by the owner of the policy. Please be sure to have your Prudential policy number and Social Security number handy.

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Q. How do I file a death claim?
A. In order to file a death claim on a Prudential Financial policy, contact your Prudential Financial professional or call our Customer Service Center Mon.-Fri., 8 a.m.- 8 p.m. ET at 1-800-778-2255. Be ready to provide the insured's:
  • Name
  • Date of birth
  • Date of death
  • Policy number(s).
If you are not the policy beneficiary, you may be asked for the beneficiary's address.  Upon completion of the call, the CSR will, if necessary, send a claims package along with a cover letter that documents any requirements necessary for processing the claim.  Typically these requirements include a request for a certified copy of the insured's death certificate and a claim form completed by the beneficiary.  The information requested in the requirements letter should be sent in the return envelope that is provided with the claim package.

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Q. How can I check the status of a death claim?
A. To check the status of a claim, call Prudential Financial's Customer Service Center Mon.-Fri., 8 a.m.- 8 p.m. ET at 1-800-496-1035.

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Q. How do I get information about my policy values?
A. You can view your policy values online by logging in to our online account access service. If you have not enrolled yet for online account access, you may do so by using the Login box at the top right corner of the Prudential.com homepage. Select the Life Insurance category. On the Life Insurance login screen, click on the Enroll link. Read the directions on the next page and determine if your policy is included in the list provided. If so, you can continue with enrollment by clicking on the "Yes. One or more..." button. If not, click on the "None of my products..." button. If you need assistance with enrollment, please call 877-778-5102. Once you have your username and password and have logged in to the account access service, you will be able to view your policy values. Please keep in mind that detailed policy information may not be available for all of your policies. Your other option for getting policy values is to call Prudential Financial's automated response system. The following policy value information is available through this system:
  • Policy Face Amount
  • Policy Cash Value
  • Value of All Dividends
  • Unit Value of Each Fund (for variable life policies beginning with Q, R, or 9)
  • Balances of Each Fund (for variable life policies beginning with Q, R, or 9)
  • Fund Withdrawal Amount (for variable life policies beginning with Q, R, or 9)
  • Loan Amount Available
  • Loan Amount Outstanding
  • Policy Surrender Value
To access Prudential Financial's automated response system, call us toll-free at 800-778-2255. Remember to have your Social Security and policy numbers handy when you call. You also have the option of speaking with a customer service specialist if the information you need is not available through the automated response system, or if you have additional questions or requests.

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Q. How can I receive a term life insurance quote online?
A. We provide quotes for many of our life insurance products on our Web site. After receiving a quote, you can request an appointment with a Prudential Financial agent online.  To request a Term quote, click here.  Of course, Prudential Financial has a variety of other insurance and investment products to choose from that may also fit your needs. To find the Prudential Financial office nearest you, visit our site's Office Locator. This feature will enable you to locate the five offices nearest your home. Each office has its own home page, including the location and phone number of the office.

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Q. How do I take a loan out against my Prudential Financial policy?
A. Please be aware that withdrawals and loans will affect policy values and the death benefit, and thus, may have tax consequences.  To request a loan or withdrawal from your Prudential Financial policy, or to perform a cash surrender of your policy, contact your Prudential Financial professional, or call our Customer Service Center at 1-800-778-2255, Mon.-Fri., 8 a.m.- 8 p.m. ET.  Please have your social security numbers available when you call. 

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Q. How can I contact a Customer Service Representative about my insurance policy?
A. You can call one of the following numbers between 8:00 a.m. -  8 p.m. ET: Individual Life Products: 800-778-2255 (Term, Whole Life, and Variable Life insurance) Intermediate & Weekly Premium Policies: 800-575-7780 (Intermediate & Weekly Premium policy numbers generally begin with the letter M or contain nine digits)

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Q. How do I change my address, phone number, beneficiary, etc.?
A. If you need to change the information on your policy, such as address/phone number or beneficiary, please call Prudential Financial's Customer Service Center at 800-778-2255.

An address or phone number change can be made over the phone. Remember that the change request must be made by the owner of the policy. When calling, please have your Social Security and policy numbers handy.

A beneficiary change will require the policyowner's signature. You can request a Change of Beneficiary form from the Customer Service Center by calling the number provided above.

For other policy/client changes, such as change of ownership, dividend option or premium payment option, please contact the Customer Service Center. Policy changes or transactions that affect your premium, face amount or policy type must be performed through your Prudential Financial Agent. If you do not have a Prudential Financial agent, you can visit our site's Office Locator to find the nearest Prudential Financial office.

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Q. How do I request a policy search?
A. To request a policy search, contact your Prudential Financial professional or call our Customer Service Center at 1-800-778-2255, Mon.-Fri., 8 a.m.- 8 p.m. ET. 

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Q. What do I do if I've lost my policy?
A. If you have lost your policy, you can request an All Values Quote Letter. This letter will provide you with current information on your policy, including your loan value and death benefit information, plus it contains everything you need to submit a claim. To request an All Values Quote Letter, contact a Prudential Financial professional or call our Customer Service Center at 1-800-778-2255, Mon.-Fri., 8 a.m.-8 p.m. ET. 

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Q. Where can I find an agent after moving to another state?
A. To find the nearest Prudential Financial office, you can visit our site's office locator. This feature will find the five offices nearest your new home.  You may also call our Customer Service Center at 1-800-778-2255, Mon.-Fri., 8 a.m.- 8 p.m. ET.

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