PRUsense Terms and Conditions

INTRODUCTION

These terms and conditions govern the operation of PRUsense and the administration of its memberships. PRUsense is operated by Prudential Hong Kong Limited ('Prudential'). A member of PRUsense will be able to receive various benefits and services offered by or through PRUsense subject to the terms and conditions 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 PRUsense 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 PRUsense and its activities, and that continued participation in the membership will constitute an acceptance of such amendment, modification, or supplementation; and
• assumed the responsibility to remain knowledgeable of all the relevant terms, conditions and policies published by Prudential in respect of PRUsense through whatever means.

Index:

1. Joining PRUsense
2. Membership Tiers
3. Member Benefits
4. Member Services
5. Other Principles

1. JOINING PRUsense

1.1 Eligibility

PRUsense membership is by invitation only and the requirement shall be determined by Prudential at its sole discretion from time to time.

To be eligible for PRUsense membership, policyowners have to (i) meet Prudential pre-defined customer loyalty score AND (ii) have to be aged 18 or above regardless of nationality.

The following policyowners are not eligible to be PRUsense members:

• Prudential's financial consultants
• Executive financial services managers of Standard Chartered Bank
• Prudential's brokers
• Prudential's staff members
• Corporate policyowners

1.2 Invitation

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

2. Membership Tiers

2.1 PRUsense Membership Tiers

PRUsense has three tiers – Red, Silver and Gold. Red tier is the entry level for PRUsense. Eligible customer may be invited as a PRUsense Red member for the first year by fulfilling customer loyalty score and the relevant conditions (which may be determined by Prudential from time to time). Members of different tiers are eligible for different levels and categories of benefits and services.

The table below indicates membership duration for each tier.

Prudential has the absolute right to invite or not invite any customer to become a PRUsense member in a particular tier without following any contemporary requirements of membership.

2.2 Ascent and descent between tiers

Red and Silver members shall be eligible to remain in that tier for a minimum of 2 years and receive the corresponding tier's benefits and services notwithstanding the customer loyalty score during that period is lower than the respective tier's requirement. Upon the membership renewal date, the membership renewal would be determined by customer loyalty score and the relevant conditions as at the said renewal date.

Once being selected as a Gold member, the said Gold member shall be eligible to remain in the Gold tier membership by maintaining any in-force individual life policy (regardless of the customer loyalty score).

Membership upgrade
After remaining in the Red tier for the first year from the first membership start date, by satisfying the customer loyalty score and the relevant conditions 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.

Membership downgrade
For Silver member who is unable to attain the customer loyalty score in accordance with relevant conditions of the Silver tier at the membership renewal date, subject to the membership termination section below, his/her membership will be downgraded to a tier according to his/her customer loyalty score as at the membership renewal date.

2.3 Membership Termination

For PRUsense Red and Silver members who are unable to achieve the relevant customer loyalty score prescribed for the Red tier on the membership renewal date, the membership will be terminated effective from that date.

For PRUsense member in all tiers who does not hold any in-force individual life policy during the Membership Duration mentioned in the above table under this section, the membership will be terminated immediately upon the last in-force policy lapse date.

3. Member Benefits

3.1 First Anniversary Gift

PRUsense first anniversary gift will be offered to first time eligible customers upon the first anniversary with PRUsense from the first membership start date.

The first anniversary gift will not be given to PRUsense member who has upgraded the membership and customers who had been PRUprestige members before.

3.2 Birthday Gift

The Birthday Gift is only applicable to selected PRUsense 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 further notice.

3.3 Complimentary Medical Check-up Service

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

Gold Members
PRUsense 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 PRUsense members whose age next birthday is an even number. Invitation letters will be sent to his/her latest policy mailing address registered with Prudential one month before of his or her birthday. PRUsense members shall redeem the complimentary medical check-up within 6 months from 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 further notice.

* The total annualised premium calculated all in-force individual life insurance policies (including basic plans and attaching riders). 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.

3.4 Airport Limousine Service

Each PRUsense member is eligible for 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 eligible for different service quota in each year. For details, members can check with relevant Prudential's service providers.

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 further notice.

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

Hotel priority bookings shall be made through Prudential's service provider in order to enjoy the preferred rates. Such rates are only valid for single and double occupancy. PRUsense 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 further notice.

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

Selected PRUsense 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 further notice.

3.7 Private Special Event Invitation

Prudential will organise private special event for PRUsense 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 PRUsense 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.

PRUsense 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 Customers 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 further notices. Prudential shall have the absolute discretion to cancel this Event by notice without giving any reasons.

4. Member Services

4.1 PRUsense Customer Service Hotline 2281-1331

Prudential is offering a dedicated hotline exclusive for PRUsense members. When PRUsense members call in this hotline, the call will be 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. PRUsense 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 PRUsense members only. If a non-PRUsense member calls in the PRUsense Customer Service Hotline, the customer will be redirected to the existing customer service hotline 2281-1333.

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

For Investment-Linked Assurance Schemes (ILAS) post-sales control, Prioritised Point of Sales Audio Recording service will be provided to PRUsense members. PRUsense 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 PRUsense Gold members. Customer Relationship Manager has the right to request customer to provide personal identity documents or policy details to verify his/her PRUsense Gold member status. Should the customer be unable to provide the relevant identity document or he/she is not eligible for the PRUsense Gold membership tier, Customer Relationship Manager reserves the right to request customer to leave PRUsense Service Centre.

Prudence Lounge address:
18/F Prudential Tower, 21 Canton Road, Tsim Sha Tsui, Kowloon, Hong Kong
Prudence Lounge Dedicated Booking Hotline:
3413-6188
Prudence Lounge Service Hours:
Mondays to Fridays 09:00 –18:00, Saturdays 09:00 –15:00, closed on Sundays and Public Holidays.

4.4 PRUsense Counter Service (for Gold Member only)

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

1. email to service@prudential.com.hk; or
2. call in our PRUsense Customer Service Hotline at 2281-1331

Service Hours: Mondays to Fridays 09:00 -18:00, Saturdays 09:00 – 13:00, closed on Sundays and Public Holidays.

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

Express Policy Servicing and Express Claim Service will be exclusively provided to PRUsense Gold members. The actual time needed to handle requests is subject to the actual circumstances.

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

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

PRUsense 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 PRUsense Customer Service Hotline 2281-1331

4.7 PRUsense China Toll-Free Customer Service Hotline 4008 428 733

Prudential is now offering a dedicated PRUsense China Toll-Free Customer Service Hotline. This hotline can be used by all PRUsense members to enjoy comprehensive and personalised services exclusively when they are in China.

Service Hour: Mondays to Fridays 09:00 -20:00, Saturdays 09:00 – 15:00, Sundays and public holidays Closed.

5. Other Principles

5.1 Modification

The mode of operation, contents and general administration of PRUsense may be changed from time to time, for any reason and without further notice.

5.2 Termination of PRUsense

Subject to regulatory requirement, Prudential reserves the absolute right to cancel this PRUsense programme upon notice. Prudential shall have no liability to the members or to any other persons regarding such termination.

5.3 Benefits Subject to Availability and Modification

All benefits, amenities, offers, awards and services of PRUsense 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 PRUsense 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 damages or losses (including any personal injury or property damage suffered by the users) suffered or incurred by the users arising from such consumption.

5.5 No Warranties or Representations

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

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 PRUsense member benefits and services.

5.7. Intellectual Property Rights

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

5.8 Interpretation of Terms and Conditions

Prudential has 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 PRUsense 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. Prudential will not be responsible for the availability or quality of the products and/or services or the consequences 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 PRUsense programme without 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 PRUsense shall be governed by the laws of the Hong Kong Special Administrative Region of the People's Republic of China ("Hong Kong") and both parties shall submit to the non-exclusive jurisdiction of the courts of Hong Kong.