Choose the right recipient
Check the insurer on your policy. Complain about sales service to the agent, and coverage or benefit decisions to the responsible entity under the policy terms.
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Complaint — PRU
Check the right recipient for a complaint about PRU. Gather your documents, describe the issue and download your complaint letter in Word format.
WHO SHOULD RECEIVE YOUR COMPLAINT
PRU complaint — where to start?
PRU offers life insurance and protection or planning solutions for families and children. Identify whether the issue concerns purchase, premiums, service or a benefit decision. Provide the policy number and refer to the specific document or decision.
Include the policy number and, for a benefit dispute, the claim reference. Complaints are accepted by email, post, telephone and at customer-service units. A complaint is distinct from initially reporting an insured event.
Compare the details with your agreement and subsequent correspondence, especially if the company servicing the agreement has changed.
Prepare your complaint in three steps
Gather the policy and claim documents
Give the policy and claim references and the decision date. Explain your objections and the change requested, attaching relevant records and correspondence.
Submit and keep proof
Use the appropriate recipient’s official channel. Keep your letter, attachments and proof of receipt. A complaint does not replace an initial claim notification.
How long does a reply take?
calendar days
As a general rule for complaints to a financial institution: 30 days from receipt, or up to 60 days in a particularly complex case after explaining the delay.
The deadline depends on the issue and recipient. A complaint does not replace reporting a claim or automatically change policy obligations.
YOUR LETTER
Prepare your complaint document
Complete the form below to generate a complaint document with your details, a description of the issue and the outcome you request. Review the preview, then download the letter in Word format and edit it if needed. Before sending, check the wording, recipient details and attachments.
Your entries remain in this browser tab and are not sent to the server. Download the DOCX document and send it to the recipient yourself.
Complaint document preview
FURTHER OPTIONS
Complaint did not resolve the issue?
After exhausting the complaint procedure, check whether the Financial Ombudsman can intervene. Free advice services can also help you prepare documents and understand your situation.