Frequently Asked Questions (FAQ)

Takaful is based on the concept of mutual co-operation where participants mutually agree to help each other in times of need. A portion of the contributions paid by each participant is kept as Tabarru’ Fund (risk fund) and the pool of money in the fund will be used to pay for claims made by fellow participants. This is where the ‘helping each other’ concept comes in. In this case, a Takaful operator acts as the manager of the fund and not owner of the fund. Any excess in the risk fund will be distributed back to the eligible participants.

Whereas insurance policies are sold by the insurance company where the money is pooled in the risk fund owned by the insurance company and claims are paid from this fund. Policyholders of insurance plans do not share a pool of money to help other policyholders in need. An insurance policyholder takes up a plan with the insurance company to protect himself, his loved ones or his possessions only.

PruBSN is a joint venture between two financially strong and stable entities, Prudential plc (Prudential) of the United Kingdom and Bank Simpanan Nasional (BSN). The joint venture was officially approved by Bank Negara Malaysia on the 8th of August 2006.

Our brand is our most important asset that allows us to recruit the most talented people to join our entity and also provide a platform that creates a positive image with the public. We take our brand image seriously and it is more than just our product excellence, but a measure of quality across all our actions.

SMILE is PruBSN’s philosophy when serving our customers.

• Speed– We attend to matters with speed and accuracy.

• Make it Happen– We ensure all matters are resolved with accountability.

• Integrity– We deliver the promised and walk the talk.

• Lively– We energise one another and create a positive environment.

• Extra Mile– We go the extra mile beyond customer’s expectations.

Currently, there are 8 PruBSN branches nationwide. Find more details here.

Please contact our Customer Service Centre at +603 20537188 or drop an e-mail to customer@prubsn.com.my

You can find out more information on lodging a complaint here.

You can sign up for a Takaful plan by visiting any of PruBSN or Prudential Assurance Malaysia Berhad branches located nationwide and the customer service representative will assign an agent to assist you with your purchase.

In order to sign up for a plan, you will need to identify your protection and investment needs and financial appetite. You can contact our Customer Service Centre at +603 20537188 to assist you with your queries and arrange for one of our agents to speak to you to help determine your specific needs including basic coverage, benefits and decide on a suitable amount to be set aside for your contributions.

An investment-linked plan is a plan that combines investment and protection into the plan. The contributions that you pay provide coverage not only for your protection needs, but will also be invested in Shariah compliant investment funds that will grow your investment portfolio.

Customers may choose from any of the following Shariah-approved Takafulink fund to suit your investment needs and risk-tolerance:

Should you need further information, please speak to our Customer Service representative at +603 20537188 to connect you to our agents.

You can obtain general information through various channels as below:

1. Contact our customer service representative at +603 20537188

2. Send an email to us at customer@prubsn.com.my.

3. Visit our nearest branch.

4. Visit our website at www.prubsn.com.my and you can obtain information relating to products here.

You can pay your certificate contribution through the following options:

• Cash/ Cheque at any PruBSNor PAMB branches

• Credit Card/ Debit Card

• Auto Debit

• e-Perbankan

More details can be found here.

If you wish for your Takaful coverage to continue in the event you stop making contributions to the plan, it is important for you to provide your consent to deduct Tabarru’, service charge and risk management charge for optional benefits (if any) and supplementary benefits (if any) from your account. Without this consent the optional benefits and/or any supplementary benefits you have chosen will cease even if there are sufficient units in your respective accounts. A Takaful plan is a long-term commitment and you should pay your contributions regularly to ensure continuity of your coverage.

Payment can be made through various payment channel as shown below: 

• Cash/Cheque at any PruBSNor Prudential Assurance Malaysia Berhad branches

• BSN counters & ATM

• Lockbox at Prudential branches (For cheque dropping. Not applicable for single contribution top up)

• Credit Card Auto Debit

• Bank Account Auto Debit

• Online Banking

Please provide information below at the back of the cheque:

• Certificate number

• Breakdown of contribution amount for each certificate where payment is for more than one

• Payee: Prudential BSN Takaful Berhad

If you decide to purchase a Takaful plan, the Family Takaful Contribution Statement (FTCS) will allow you to qualify for individual tax relief of up to RM6,000 a year. We will be issuing FTCS on a yearly basis in March. This statement will show all the contributions made in the previous year for your declaration purpose to the Inland Revenue Board.

Contact your servicing agent or speak to our Customer Service representative to obtain the required form(s) such as below: 

• Claim forms

• Claim checklist

• Original itemised bills

• Original receipts

• Medical report/ discharge summary

• Medical certificate

Complete the required form(s) accurately and ensure all the relevant documents are completed.

Obtain complete medical report from your medical doctor (if any).

Submit completed form(s) with supportive documents to your servicing agent or to any PruBSN or Prudential Assurance Malaysia Berhad branches.

The above information serves as a general guide only. More details on this can be found in the ‘How To Claim’ section on our website.

Should you have further enquiries on the above, please speak to your agent or call our Customer  Service Centre at +603 20537188 or e-mail to customer@prubsn.com.my.

Please notify your servicing agents or visit our nearest branch office or contact our Customer Service Centre at +603 20537188 for further assistance. It is vital to notify us of any change in correspondence address and other contact details so that we can keep you informed of any important announcements.

You need to submit a Statutory Declaration for Loss of Certificate Document and pay RM30 in respect to reissuance administration charges. The Statutory Declaration must be stamped to the value of RM10 at the Stamping Office and to be signed by Justice of the Peace, Notary Public or any other officer empowered by law to administer oaths affirmations or affidavits. You may obtain the Statutory Declaration form from your servicing agents or visit our nearest branch office or contact our Customer Service Centre at +603 20537188.

Advance Contribution refers to a full amount of contributions received by PruBSN ahead or before the Next Contribution Due Date (NCDD).

For clarity purpose, “Contribution” means the total amount need to be paid for the certificate as stated under Schedule 1 of the Certificate Document.

Sample illustration for regular contribution plans as below:

Note: Advance contribution is not applicable to single contribution plans.

Yes, the Advance Contribution treatment is applicable for both regular and limited pay contribution plans. Regular contribution plan is where the contribution is to be paid regularly throughout the tenure of the certificate, whereby limited pay contribution plan is where the contribution is to be paid for a limited term (which is not throughout the certificate tenure).

Upon your contribution payment, PruBSN will allocate the participant portion (allocated portion) directly to the respective certificate investment accounts* following the respective Contribution allocation rate as stated in the Certificate Document. PruBSN will continue to invest the amount of contribution in the investment accounts based on the investment fund selected by the participants (applicable for Investment-linked plans) or relevant fund investment mandate (applicable for non-link and hybrid plans).  Any investment profit arises from this investment amount will form part of your certificate account value.

The unallocated portion that consist of the total wakalah charge will be segregated into PruBSN’s fund. The commission portion for the distributor will only be paid to the distributor once the contribution is considered as due i.e following the actual contribution due date.

*Certificate investment accounts is referring to all individual investment accounts under the certificate.

For regular contribution plans, upon surrender, PruBSN will pay the certificate account value together with the Unearned Wakalah Charge amount for the advance contribution portion.

For single contribution plans, upon surrender, PruBSN will pay the certificate account value only.

For group employee benefit plans, upon surrender, PruBSN will pay the unutilized tabarru` amount less the total claims paid during the certificate year.

Note: The above payment is also applicable for any claim cases that result in termination of the certificate.

Unearned Wakalah Charge is the wakalah charge that forms part of the Advance Contribution, which is not yet due for the takaful operator and distributors. The wakalah charge percentage varies according to takaful plans and the certificate year. The amount and percentage are as stated in the product illustration and certificate document.

This service is offered for participants/ certificate owners that use Mastercard/ Visa debit card and credit card issued in Malaysia.

 The ‘Call to Pay’ service includes payment of outstanding contribution and enrolment for future auto-payment facility.

Yes, you may. Please download the Credit/Debit Card Service Enrolment Form here and e-mail the completed form to customer@prubsn.com.my.

Please follow the steps below:

Step 1: Call our Customer Service Centre at 03-20537188
Step 2: Select language (Press 1 – English, Press 2 – Bahasa Malaysia)
Step 3: Press 1 for Customer and key in IC number
Step 4: Press 0 to speak to our Customer Service Representative
Step 5: Press 1 for Payment

* Customer Service Operating Hours: Monday - Friday, 8.30am – 5.15pm (excluding Saturday, Sunday and Public Holiday)

Yes, an SMS notification will be sent to you within 2 working days from the transaction date to inform of your payment status.

1. You can sign-up for the E-Credit facility when:

• when you are filing a claim by completing the E-Credit section on the claim form by stating your full name and your bank account information correctly.

• when you signed up your Family Takaful certificate with us, by providing the back account information on the E-Credit section on the proposal form

2. Please ensure that you read and understand the terms & conditions of this E-Credit facility, By signing up for this facility, you are deemed to agree to the terms and conditions of this facility.

Please provide a copy of your NRIC.

No there are no pre-requisites to sign up for the E-Credit facility.

Yes, you will be notified through SMS/e-mail once the monies has been credited into your bank account. Please ensure your contact number and email address is up to date with us.

You can update your bank account information by completing the E-Credit section in the claim form when filing for a claim.

E-Credit is a hassle free and efficient way for you to receive the claims payment in a secured environment.

As of now there is no charges imposed for this E-Credit facility.

PruBSN reserves the right to release payment by cheque in the event of:

1. Insufficient/invalid/incorrect information being provided in the proposal form or claim form,

2. Payment being made to joint Payees (e.g. joint administrators or joint executors), and/or

3. Failure of the transfer to the beneficiary bank may be due the following reasons though this list is not exhaustive:. invalid/incomplete bank account number, your account may be closed or inactive, unmatched identification number, or you may not not be the primary bank account holder.

You are only required to apply for this facility once. The banking information that you have provided to us at the time when you file a claim or at the time you signed up for the certificate, this information will be used for future claims transactions that meet the criteria for E-Credit for the same certificate. However we do encourage you to provide us with your recent bank account information when you file in your claim.

You can contact our Customer Service representative at +603 20537188 or e-mail to customer@prubsn.com.my.

A PIN is a secured digit code that is either assigned or selected by card members to prove they are the rightful owner of the debit card.

PIN & PAY debit card is an industry-wide initiative mandated by BNM for which, implementation is applicable all debit card users. The existing debit card does not fulfill the technical requirements to support the PIN facility, which is a technology that allows you make electronic transactions with greater confidence and security.

You must activate your card according to the instructions that are provided with your new debit card. If you have registered your mobile phone with the bank, you will receive a temporary PIN number via SMS. You must then change the temporary PIN number to your personal PIN number.

Your existing card will be deactivated 90 days after your new PIN & PAY debit card is issued (this may vary according to the banks). Please activate and use your PIN & PAY debit card once you receive it to avoid any interrupted service. Please note that beginning 1 January 2017, all old debit cards will be discontinued.

Yes. Please submit to PruBSN the new PIN & PAY debit card number(s) by completing the Credit Card Service Enrolment Form available here and TakafulNET (https://prubsnteman.prubsn.com.my).

Most banks are already in the process of changing the existing Debit Cards to the new PIN & PAY cards.

Opt-in refers to the cardholder providing his/her consent to his/her respective bank to accept auto billing transaction services using debit card. These transactions are also known as Card Not Present (CNP) or MOTO (Mail Order/Telephone Order); whereby the cardholder cannot physically present the card to PruBSN for deduction.

The method may differ according to the card-issuing bank. You may refer to the links provided in the listing below for information on some of the major banks. We highly recommend for the customer to check directly with their bank for full details.

Disclaimer:  PruBSN accepts no responsibility for the accuracy or completeness of the information found in the links below. All information was correct at the time of extraction from the respective banks' official websites.

If the cardholder does not opt-in, deduction for contribution payment will be rejected even if the previous deductions were successful prior to the new ruling. Similar to existing process, if the deduction is unsuccessful, an SMS notification will be delivered to the customer and agent. In such case, please advise your customer to utilise other methods of payment while arranging for their debit card to be opted in

Customers must complete and submit the Credit Card Service Enrolment Form to their servicing agent or e-mail to customer@prubsn.com.my

Please download the form here. For PruBSN agents, you may also download the form from our agents portal, TakafulNET

Deduction of contribution may be unsuccessful and could lead to discontinuation of the certificate.

Credit card users are not currently impacted by this exercise and no further action is required from them.

Please refer to the instructions by the respective card-issuing banks (see item 9).

The new debit card will have the “My Debit” logo on the card.

Please refer to the instructions by the respective card-issuing banks (see item 9).

This is not currently required.

Please contact Customer Service Centre at +603 20537188 or e-mail to customer@prubsn.com.my.

The benefits of enrolling with this Direct Debit facility are;

• Secure- Every Direct Debit registration is authorised with customer’s login credentials and password

• Simple and easy - Pre-set direct debit mandate and customer’s recurring payments will be paid automatically

• Convenient and hassle free- Customer can perform enrolment from anywhere and at any time

• More choices- Direct Debit offers a wider bank network with current total of 28 banks

• Fast- Customer can know their enrolment result almost immediately

• Environmentally friendly - Go green to protect our earth and save paper

Both Savings Account and Current Account can enroll for Direct Debit facility.

To enroll and pay their contribution through Direct Debit, the customer needs to complete a one-time authorisation enrollment via PruBSN Touch (please refer to the guide below). Once enrollment is successful, all subsequent payments will be automated.

a)   For customer with PruBSNTouch

• Log on to PruBSNTouch

• Go to <Contribution>and select <Direct Debit Enrolment>.

• Choose the certificate that you wish to enroll with Direct Debit.

• Fill in <SECTION 1: Account Holder’s Information>and <SECTION 2: Select Bank>.

• Click on the<Terms & Conditions>.

• Read, understand and if you agree, select <Continue>to proceed.

  • If successful, RM1 will be temporarily deducted from your account and the Direct Debit is registered.

  • If the transaction fails, customer will be auto logged off from their internet banking and redirected to PruBSN Touch screen with notification <Failed to register, please try again later>.You will be directed to PayNetwebsite for confirmation.

• After the process is complete, you may go to the <Enrolment History> to check your Direct Debit enrolment status.

b)   For customer without PruBSNTouch account

• Log on to PruBSN

• Key in your personal information

• Create your username and password

• Select your security information

• Review and confirm your registration

• Login to your account.

• Go to <Contribution>and select <Direct Debit Enrolment>.

• Choose the certificate that you wish to enroll with Direct Debit.

• Fill in <SECTION 1: Account Holder’s Information>and <SECTION 2: Select Bank>.

• Click on the<Terms & Conditions>.

• Read, understand and if you agree, select <Continue>to proceed.

• You will be directed to PayNetwebsite for confirmation.

  • If successful, RM1 will be temporarily deducted from your account and the Direct Debit is registered.

  • If the transaction fails, customer will be auto logged off from their internet banking and redirected to PruBSNTouch screen with notification <Failed to register, please try again later>.

• After the process is complete, you may go to the <Enrolment History> to check your Direct Debit enrolment status.

This facility is currently available for the product types below:

• PruBSNAsasLink

• PruBSNAnugerahPlus

• PruBSNWarisanPlus

• PruBSNAspirasi

Note:  1. Please note the above products may be updated from time to time.
          2. Please note Keyman insurance is excluded

For products other than the above, customer still can opt for Auto Debit facility (Family Takaful Contribution Direct / Auto Debit Authorisation form) until further notice.

The Direct Debit facility can be used for renewal contribution payment of certificates

There are no charges to enroll with the Direct Debit Facility. However for verification purpose, RM1 will be temporarily deducted from your account (for successfull registration only) and will be refunded later. 

This is part of the validation process whereby RM1 deduction is to ensure that your bank account is valid and active.

Enrolment to this facility is immediate upon successful registration.

PruBSN E-Certificate is built for your convenience to download or print whenever you need a copy. All you need to do is login to PruBSN touch. Importantly, we are protecting the environment and creating sustainability by reducing paper consumption.

 Your PruBSN E-Certificate is protected with your personal PruBSN touch login and password. The PDF format of your E-Certificate is secure, non-editable and password protected. Please ensure your password is well secured to prevent unauthorised viewing of your E-Certificate.

PruBSN E-Certificate is a free value-added service for all of our customers who have opted to receive the E-Certificate.

You have 15 days to review the E-Certificate and get back to us should you have any issues or concerns. Please reach out to your Takaful Consultant or speak to our Customer Service representative at +603 20537188 or e-mail to customer@prubsn.com.my.

When PruBSN receives your deposit/first contribution, you will be covered by the accidental death benefit which is equivalent to sum covered up to a maximum of RM 500,000 within 90 days from the date of payment receipt. The benefit will be payable provided that your proposal is accepted by PruBSN in standard rates. If your payment is made by cheque, the cheque must be honored before the coverage will be in-force.

he accidental death coverage is temporary and will end once PruBSN accepts or declines your proposal, or if your first contribution payment is refunded before 90 days from the date of receipt.

If you have received the claim payment from utilisation of your accidental death benefit, your deposit/first contribution amount will not be refunded.

Please contact PruBSN Customer Service at 03-2053 7188 or e-mail to customer@prubsn.com.my should you need any help.

Service Tax (ST) is chargeable on the contribution amount of all types of certificates where the participant is a corporate entity excluding registered education organization and registered religious organization. Details as per table below:

The applicable ST rate is 6% on top of actual contribution paid.

Yes, there will be additional 6% ST on top of the contribution amount for all the corporate certificates impacted by ST.

Example, if the monthly contribution of keyman/group business certificate is RM100, the amount to be paid effective 1 September 2018 will be RM106.

Yes, PruBSN will send a notification letter to all customers to inform about the applicability of ST in contribution to the affected corporate certificates (additional 6% on top of the contribution amount) in month of September 2018.

The individual certificates will not be affected. For all advanced payment made (during the tax holiday) for the corporate certificate span over 1 September 2018 is chargeable for 6% ST. All corporate certificates are required to pay ST for contribution paid after 1 September 2018. However, PruBSN is absorbing the service tax imposed on advance payment made prior to 1 September 2018.

ST is not chargeable if you have paid your contribution with 6% GST.

Yes, ST will be applied when you make payment on/after 1 September. However, 6% GST will still be applied for outstanding contributions prior to 1 June 2018.

Example: Certificate incepted: 1 Jan 2018 Certificate contribution is outstanding from month April 2018 up to August 2018 Monthly contribution is RM100/-

Contribution due from 1 April till 31 May - subject to 6% GST = RM200
Contribution due from 1 June till 31 August – subject to 0% GST =RM300
Contribution due on/after 1 September 2018 – subject to 6% ST =RM100 + 6%

Therefore, for this example you have to pay for total amount of RM606 in month of September 2018. However, PruBSN is absorbing the service tax imposed on payment made in month of September 2018

PruBSN will refund the sum of ST that have been deducted, if you decide not to continue with the certificate and cancel the certificate within fifteen (15) days from the date of delivery of the certificate.

No, the ST is not applicable to individual certificate as the individual is still the owner of the certificate.

Yes, the invoice is made available upon request. You may call us at 03-20537188 or email us at customer@prubsn.com.my to request for a copy.

Pre-existing condition means a physical and/or mental condition that existed before submission of the proposal form.  If the condition was not declared upon submission of the proposal or when a certificate is reinstated (due to lapsation), it will not be covered. In addition, the benefits and/or terms of the certificate may be subjected to change due to the non-disclosure.

There are two types of exclusions:

General exclusion refers to risks that are not covered by the takaful operator and it applies to all customers.

Specific exclusion refers to risks that are not covered by the takaful operator that are specific to you based on your previous medical history.

Please ensure that you go through and understand the General exclusions or Specific exclusions (if there is) that will be clearly stated in the certificate contract.

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