Any enquiry related PRUprestige, please contact Customer Service Hotline 2281-1333.

For existing PRUprestige member, please contact PRUprestige Customer Service Hotline 2281-1300.

PRUprestige Terms & Conditions

Prudential Hong Kong Limited (“Prudential”)

April 2016

NOTICE OF AMENDMENT TO PRUPRESTIGE GENERAL TERMS AND CONDITIONS

From time to time, we would review and revise the PRUprestige general terms and conditions. The below amendments to each set of the terms and conditions shall take effect from 1 April 2016 (the ‘Effective Date’).

Starting from the Effective Date, no new memberships will be accepted, and existing members may only be renewed at their current tier or lower, or have their memberships terminated if they do not reach minimum requirements for the lowest tier; and no re-join membership invitation will be sent after membership termination.

The PRUprestige General Terms and Conditions are amended as follow:

A. Joining PRUprestige

The following Clause 1.3 shall be added in part 1 – Joining PRUprestige

1.3 No new membership on or after 1 April 2016

With effect from the Effective Date, no new members will be admitted to PRUprestige membership even customers met the eligibility criteria of the membership.

B. Membership

The following Clause shall be added to the end of clause 2.2 in Part 2 – Membership Tiers

Membership Upgrade on or after 1 April 2016

With effect from the Effective Date, no membership upgrade will be given to any PRUprestige Red and Silver members even if the entry criteria prescribed for a higher tier has been met during his/her membership period or as at the membership renewal date.

Membership Renewal on or after 1 April 2016
i) Membership renewal at existing membership tier (no membership upgrade is allowed)

With effect from the Effective Date, the membership of existing PRUprestige Red and Silver members will only be assessed for renewal at the existing or a lower tier according to the amount of the total annualised premium as at the membership renewal date. If the member meets the entry criteria prescribed for his/ her existing tier, his/ her PRUprestige membership will be renewed as the existing tier. No membership upgrade will be given even if the entry criteria prescribed for a higher tier has been met.

ii) Membership renewal and membership tier downgrade

With effect from the Effective Date, PRUprestige members who cannot maintain the entry criteria prescribed for the existing tier will be downgraded or terminated according to the amount of the total annualised premium as at the membership renewal date.

iii) No Re-join Membership invitation after Membership Termination

With effect from the Effective Date, no customer will be allowed to re-join PRUprestige membership even if the entry criteria prescribed for PRUprestige membership has been met after previous termination of the membership.

All PRUprestige members are bound by PRUprestige Terms and Conditions and its amendment. If you do not accept the revised terms and conditions, please terminate your PRUprestige membership by sending a written request with your name, policy number to The Marketing Department, Prudential Hong Kong Limited, P.O. Box No. 28058, Gloucester Road Post Office, Hong Kong.

Should you have any question on the changes to PRUprestige General Terms and Conditions, please contact PRUprestige Customer Service Hotline at 2281-1300.

Issued by Prudential Hong Kong Limited
P.O. Box No. 28058, Gloucester Road Post Office, Hong Kong


INTRODUCTION

These terms and conditions govern the operation of PRUprestige and all of its memberships' administration. PRUprestige is operated by Prudential Hong Kong Limited (‘Prudential’). A member of PRUprestige will be able to receive various benefits and services offered by or through PRUprestige subject to the terms hereof and other relevant terms which may be announced or communicated to the members from time to time by different means of communication.

Each member of PRUprestige agrees that he/she has:

  • read, understood and accepted all the terms and conditions contained in this document;
  • understood and accepted the arrangement with respect to the collection, use, retention, access of his/her personal information as set out in this document and also in Prudential’s Privacy Policy Statement which is accessible through the designated website(s);
  • understood and accepted that these terms and conditions and Prudential’s Privacy Policy Statement may at any time be amended, modified or supplemented to suit the contemporary needs and development of PRUprestige and its activities, and that continued participation in the membership will constitute an acceptance of such amendment, modification, or supplementation;
  • assumed the responsibility to remain knowledgeable of all the relevant terms, conditions and policies published by Prudential in respect of PRUprestige through whatever means.

 

1. Joining PRUprestige

1.1 Eligibility

PRUprestige membership is by invitation only and the requirement shall be determined by Prudential at its sole discretion.

To be eligible for PRUprestige membership, (i) the total annualised premium of all in-force individual life insurance policies (including basic plans and attaching riders) under the name of the same policyowner is required to be not less than HK$300,000; AND (ii) policyowners have to be aged 18 or above regardless of nationality.

If non-annual payment mode is used, a pro-rata approach will be adopted to calculate the amount of total annualised premium. For example, if a customer pays premium on a monthly basis, the total annualised premium shall be equal to 12 times the monthly payment. For single premium, only 10% will be counted towards the total annualised premium calculation for a maximum of 10 years. Investment Plus and/or top up premium shall be excluded from the total annualised premium calculation.

For the purpose of calculation of total annualised premium for individual life policies denominated in USD, the exchange rate of US$1 to HK$7.79 will be adopted. For the purpose of calculation of the total annualised premium for individual life policies denominated in RMB, the exchange rate as at the time of policy issue will be adopted.

The following policyowners are not eligible to be PRUprestige members:

  • Prudential’s financial consultant
  • Executive financial services manager of Standard Chartered Bank
  • Prudential’s broker
  • Prudential’s staff member
  • Corporate policyowner

1.2 Invitation

Prudential will provide PRUprestige private invitation to invitees. There is no any other channel for customers to join PRUprestige membership. Under no circumstance would any reason be given to customer who has not been invited to join PRUprestige.

 

2. Membership Tiers

2.1 PRUprestige Membership Tiers

PRUprestige has three tiers – Red, Silver and Gold. Red tier is the entry level for PRUprestige. Members of different tiers are entitled to different levels and categories of benefits and services.

The table below indicates the total annualised premium of all individual life insurance policies (including basic plans and attaching riders) required to renew or upgrade tiers within a membership year.

Membership Tier Total Annualised Premium Required Membership Duration
Red HK$300,000 2 years
Silver HK$600,000 2 years
Gold HK$1,000,000 In-Force Policy Duration

Upon the PRUprestige membership being effective, Prudential may adjust the membership tier upward or downward by referring to the requirements of membership qualifications (which may be adjusted by Prudential at any time) published on its website(s) or announced in any format.

Prudential has the absolute right to invite any customer to become a PRUprestige member in a particular tier without following any contemporary requirements of membership qualification.

2.2 Ascent and descent between tiers

Red and Silver members shall be entitled to remain in that tier for a minimum of 2 years and receive the corresponding tier’s benefits and services notwithstanding the total annualised premium paid within that period of time is lower than the respective tier’s requirement. Upon the membership renewal date, the membership would be re-assessed by reference to the total annualised premium paid as at the said renewal date to determine the tier of membership after renewal.

Once being admitted as a Gold member, the said Gold member shall be entitled to maintain the Gold tier membership with any in-force individual life policy (regardless of the amount of the total annualised premium) during the policy in force period.

Membership upgrade
By satisfying the entry criteria prescribed for a particular tier, a member will be accordingly upgraded to that tier of membership and start enjoying the benefits associated with that particular tier during valid membership duration. Unless otherwise stated, the entry criteria can be satisfied only by paying adequate total annualised premium.

Membership downgrade
For Silver member who cannot maintain the entry criteria prescribed for the Silver tier, the member will be downgraded on the membership renewal date to the tier according to the amount of the total annualised premium as at the membership renewal date.

2.3 Membership Termination

For PRUprestige Red and Silver members whose all in-force individual life policy(ies) (including basic plans and attaching riders) have not been maintained at a total annualised premium of HK$300,000 or above on the membership renewal date, the membership will be terminated effective from the membership renewal date.

For PRUprestige member in all tiers who does not hold any in-force individual life policy during a membership duration, the membership will be terminated immediately upon the last in-force policy lapse date.

 

3. Member Benefits

3.1 Welcome Gift

PRUprestige welcome gift will be offered to first time eligible customers reaching a threshold total annualised premium amount of at least HK$300,000 for all in-force individual life policies issued under the same policyowner’s name (including basic plans and riders).

The welcome gift will not be given to PRUprestige member who has upgraded the membership or PRUprestige member who has re-joined after termination of membership.

3.2 Birthday Gift

The Birthday Gift is only applicable to selected PRUprestige members. The offers of Birthday Gift will be subject to the terms and conditions imposed by the supplier and availability.

Prudential reserves the right to change any offer details without issuing further notice.

3.3 Complimentary Medical Check-up Service

Red and Silver Members
PRUprestige Red and Silver members aged 30 or above will receive a complimentary medical check-up invitation once every two years.

Gold Members
PRUprestige Gold members aged 30 or above who maintain total annualised premium paid HK$1,000,000 or above will receive a complimentary medical check-up invitation (elite plan) once every two years.

Prudential will issue invitation letters to eligible PRUprestige members whose age next birthday is an even number. Invitation letters will be sent two months preceding the birth month of the PRUprestige member to his/her latest policy mailing address registered with Prudential. PRUprestige members receiving the invitation letter must redeem the complimentary medical check-up within 6 months following the date of issue of the invitation letter (as determined by Prudential at its sole discretion) at the medical service provider designated by Prudential. The complimentary medical check-up service cannot be redeemed for cash and is non-transferrable. The complimentary medical check-up service will be subject to the terms and conditions imposed by the supplier and availability. Prudential reserves the right to change any offer details without issuing further notice.

3.4 Airport Limousine Service

Each PRUprestige member is entitled to free airport limousine single trips inclusive of luggage handling charges, fuel, and tunnel and bridge tolls in each calendar year. The service is subject to limousine availability. Members in different membership tiers are entitled to different service quota for each year. For details, members can check with Prudential’s service provider.

The airport limousine service will be subject to the terms and conditions imposed by the supplier and availability. Prudential reserves the right to change at any time any offer details without issuing further notice.

3.5 Hotel Priority Booking Privilege (for all PRUprestige members) and Free Hotel Room Upgrade (for Gold Members only)

Hotel priority bookings must be made through Prudential’s service provider in order to enjoy the preferred rates. Such rates are only valid for single and double occupancy. PRUprestige members are responsible for all hotel charges. The preferred rates and exclusive benefits will be subject to the terms and conditions imposed by the supplier and availability.

Free hotel room upgrade is for Gold members only and will be subject to supplier’s terms and conditions and hotel room availability.

Prudential reserves the right to change any offer details without issuing further notice.

3.6 Festive Surprise Gift (for Silver and Gold Members only)

Selected PRUprestige Gold and Silver members will be given festive surprise gift. The offers of festive surprise gift will be subject to the terms and conditions imposed by the supplier and availability. Prudential reserves the right to change the festive surprise gift details without issuing further notice.

3.7 Private Special Event Invitation

Prudential will organise private special event for PRUprestige members on a non-regular basis. The details as well as terms and conditions as set out in separately distributed flyers of these special events shall prevail.

3.8 The Hong Kong Jockey Club Prudential VIP Box (for Gold Member only)

Selected PRUprestige Gold members will be invited to join horse racing and buffet dining event (“the Event”) held at The Hong Kong Jockey Club Prudential VIP Box.

PRUprestige Gold members and their family members and friends (collectively called “Customers”) participating in the Event will be deemed to accept and to be bound by the terms and conditions hereby listed below.

Prudential shall not in any way be liable for any food or any goods or services or the quality of the food or goods or performance of such services supplied by The Hong Kong Jockey Club or any participating service providers or other authorised agents of the Event.

Customers shall not have any recourse against Prudential for any inconvenience, loss or damage which Customer may attract or incur from the Event.

Prudential will not be responsible for any cancellation or suspension or postponement of the Event due to weather conditions; health & safety, security or any other reasons. In the event of disputes, decision of Prudential shall be final and conclusive.

Prudential reserves the right to change the terms and conditions under the Event at any time without issuing further notices. Prudential shall have the absolute discretion to cancel this Event with notice and without giving any reasons.

3.9 ifc mall Shopper Loyalty Programme ‘CLUB ic’ Membership Private Invitation (for Gold Member only)

Selected PRUprestige Gold members will be invited to join ifc mall Shopper Loyalty Programme ‘CLUB ic’ membership. Membership application and membership benefits will be subject to the relevant terms and conditions imposed by International Finance Centre Management Co., Ltd.

 

4. Member Services

4.1 PRUprestige Customer Service Hotline 2281-1300

Prudential is offering a dedicated hotline exclusive for PRUprestige members. When PRUprestige members call in this hotline, the call will be directly handled by our Customer Service Officer following language selection. Our Customer Service Officer will provide one-stop follow up service ranging from document submission to internal handling status. PRUprestige members will be provided with the necessary progress update by our Customer Service Officer regularly on their enquiries or requests.

The dedicated hotline is exclusive for PRUprestige members only. If a non-PRUprestige member calls in the PRUprestige Customer Service Hotline, the customer will be redirected to existing customer service hotline 2281-1333.

PRUprestige Customer Service Hotline Service Hours:

Mondays to Fridays 09:00 -20:00, Saturdays 09:00 – 15:00, closed on Sundays and Public Holidays.

4.2 PRUprestige Prioritised Point of Sales Audio Recording (for Agency channel only)

This service is only for PRUprestige members under Agency channel.

For Investment-Linked Assurance Schemes (ILAS) post-sales control, Prioritised Point of Sales Audio Recording service will be provided to PRUprestige members. PRUprestige members can contact Financial Consultant to make prior appointment.

This service is only available at Customer Service Centre on 8/F Prudential Tower, 21 Canton Road, Tsim Sha Tsui, Kowloon, Hong Kong.

4.3 Prudence Lounge (for Gold Member only)

Prudence Lounge is exclusive for PRUprestige Gold Members. Customer Relationship Manager has the right to request customer to provide personal identity document or policy details to verify his/her PRUprestige Gold Member status. Should the customer be unable to provide the relevant document or he/she is not eligible for the PRUprestige Gold membership tier, Customer Relationship Manager reserves the right to request customer to leave PRUprestige Service Centre.

Prudence Lounge address:
18/F Prudential Tower, 21 Canton Road, Tsim Sha Tsui, Kowloon, Hong Kong
Prudence Lounge Service Hours:
Mondays to Fridays 09:00 –18:00, Saturdays 09:00 –15:00, closed on Sundays and Public Holidays.

4.4 PRUprestige Counter Service ( for Gold Member only)

PRUprestige Gold members will be able to enjoy priority queue and meet with PRUprestige Service Managers at designated PRUprestige meeting rooms. Our PRUprestige Service Manager provides one-stop service (including underwriting enquiry, MSV, policy changes or claims application) from document submission to internal handling status. PRUprestige members will be provided with the necessary progress update by our Customer Service Officer regularly on their enquiries or requests. In order to provide better services to the PRUprestige members, we recommend that PRUprestige Gold members make advanced appointment by the following means:

  1. email to service@prudential.com.hk ; or
  2. call in our PRUprestige Customer Service Hotline at 2281-1300 Service Hours: Mondays to Fridays 09:00 -18:00, Saturdays 09:00 – 13:00, closed on Sundays and Public Holidays.

4.5 PRUprestige Express Policy Servicing and Express Claim Service (for Gold Member only)

Express Policy Servicing and Express Claim Service provide expedited handling and priority scheduling services to PRUprestige Gold members only. The actual time needed to handle requests is subject to the actual circumstances.

4.6 PRUprestige Mobile Customer Service (for Gold Member under Agency channel only)

In order to provide our PRUprestige Gold members under agency channel with greater flexibility in handling their enquiry on underwriting, policy information, and request of policy changes/claims submission, PRUprestige Gold members can request for mobile customer service and schedule meetings with our PRUprestige Service Manager and our Financial Consultant at places outside our Customer Service centers such as hotel cafe (provided that the place has to be nearby most of Hong Kong MTR stations) that are most convenient to them. Our PRUprestige Service Manager will submit the necessary application forms received from PRUprestige Gold members to Life Administration on the same day for speedy processing.

Meeting Hours: Mondays to Fridays 09:00 -15:00, Saturdays 09:00 – 11:00, closed on Sunday and Public Holidays

PRUprestige Gold member in Agency channel is required to make appointment at least 3 working days prior to meeting through Customer Service department directly via one of the below ways:

  1. send email to service@prudential.com.hk ; or
  2. visit Customer Service Center in-person ; or
  3. call PRUprestige Customer Service Hotline 2281-1300

 

5. Other Principles

5.1 Modification

The mode of operation, contents and general administration of PRUprestige may be changed at any time, for any reason and without the members individually notified.

5.2 Termination of PRUprestige

Subject to the notification of The Hong Kong Government SAR and regulatory authorities and bodies, including but not limited to Office of the Commissioner of Insurance and The Hong Kong Federation of Insurers, Prudential reserves the absolute right to cancel this PRUprestige programme with notice. Prudential shall owe no liability to the members or to any other persons.

5.3 Benefits Subject to Availability and Modification

All benefits, amenities, offers, awards and services of PRUprestige are subject to availability and may be changed at any time without notice.

5.4 No Liability Arising from Third Parties' Products and Services

The benefits that members can receive from or through PRUprestige may contain products or services supplied by third parties. The consumption of those products or services shall be at the members' own risk and Prudential shall not be liable for any personal injury or property damage suffered by the users.

5.5 No Warranties or Representations

Prudential makes no warranties or representations, either expressed or implied with respect to type, quality or fitness of goods or services provided by or through PRUprestige.

5.6 Not Responsible for Acts, Errors, or Omissions

Prudential is not responsible for: (a) any loss or misdirection of, or delay in receiving, any correspondence or general administration of handling benefits and services; (b) theft or unauthorised redemption of benefits; (c) any acts or omissions of third parties; or (d) any errors published in relation to the description of the benefits, information about PRUprestige member benefits and services.

5.7. Intellectual Property Rights

Prudential owns the intellectual property rights subsisting in the design of any PRUprestige programme promotional gifts and offers.

5.8 Interpretation of Terms and Conditions

Prudential have the absolute right to interpret the terms and conditions (including those hereof) at its sole discretion. Its decision shall be final and conclusive. In the event of any discrepancy between the English version and the Chinese version, the English version shall prevail.

5.9 Disclaimer of Liability

For any gifts and/or offers and/or services given under the PRUprestige programme, the use of the gifts and/or offers and/or services will be subject to the terms and conditions imposed by the supplier. Prudential is not the supplier of the gifts or offers or services. It will not be responsible for the availability of the products and/or services or the quality or consequence of using the products and/or services (including but not limited to the service quality of the providers) under any circumstances. Prudential reserves the right to change any terms and conditions under PRUprestige programme without issuing further notices. In the event of any disputes, Prudential’s decision shall be final and conclusive.

5.10 Governing Law and Jurisdiction

This document and all other terms and conditions applicable to PRUprestige shall be governed by the laws of Hong Kong Special Administrative Region ("HK Law") and any disputes arising out of or relating to PRUprestige will be resolved in accordance with HK Law through mediation and/or arbitration held within Hong Kong Special Administrative Region.