PRUPanel Connect Better Healthcare Experience with PRUPanel Connect^*

1. What is PRUPanel Connect?
   1. With the rising cost of healthcare in Singapore, we at Prudential want to continually ensure that you have access to quality healthcare and services.   PRUPanel Connect provides eligible customers with a suite of value-added services when they visit participating specialists at our panel hospitals.
2. Who are eligible for the value-added services of PRUPanel Connect?
   1. The value-added services are exclusively for all PRUExtra Premier, PRUExtra Premier CoPay and PRUExtra Preferred CoPay customers, including foreigners. To qualify for a complimentary taxi voucher or a hospital parking coupon:
      • You must be admitted for day surgery or as an inpatient under a doctor who is part of our participating panel specialist.
      • This benefit does not apply for admission for pregnancy delivery.
      Also, do note that cashless services are only applicable to foreigners if they apply for a pre-authorisation through the Business Office of PPC hospital/day surgery centre admissions office.   All benefits under the PRUPanel Connect (PPC) are available only for eligible policyholders who seek treatment from participating specialists enrolled under the PPC programme at participating PPC partner hospitals/day surgery centres. The claim has to be e-filed through the Business Office of PPC hospital/day surgery centre.
3. How do I check if I am eligible for PRUPanel Connect?
   1. You can check this on our website at www.prudential.com.sg/ppc-validate or by logging in to PRUaccess.   On our website, simply key in the last 4 characters of your NRIC number, gender and date of birth. To log into PRUaccess, simply download the SingPass Mobile app or key in your PRUaccess user ID and password.
4. What are the value-added services provided by PRUPanel Connect?
   1. • Hassle-Free Appointment booking service
        Call our PRUCustomer Line at 1800 3330333 or submit your request online to book your first appointment with our partner hospitals. Our team will liaise with the respective hospitals for you to ensure that you get an appointment as early as possible.
       
      • PRUConcierge Service
        Visit our PRUConcierge located at Raffles Hospital and Mt Alvernia Hospital for PRUPanel Connect value-added services and assistance on any PRUShield related enquiries.
       
      • Get a ride home
        If your doctor is a participating PRUPanel Connect specialist and you are admitted for day surgery or as an inpatient at our private panel hospitals, visit our concierge located in the hospital during office hours to receive a complimentary taxi voucher or a hospital parking coupon. For admission for day surgery at our private day surgery centres, Prudential will SMS the taxi voucher code to you.
       
      • Enhanced Letter of Guarantee (LOG)
        Enjoy higher LOG amount, allowing you to receive cashless* service of up to S$30,000 at Raffles Hospital and Mount Alvernia Hospital. Should you undergo a day surgery at our partnered private day surgery centres, you may also enjoy a LOG of up to S$15,000.   To enjoy this service, you will have to seek treatment from participating specialists under the PRUPanel Connect programme.
       
      • Pre-Authorisation Letter
        If you are not eligible for LOG, you may still apply for Pre-Authorisation via PRUaccess. Upon approval, you can receive cashless* services for treatment at our participating PPC Partner Hospitals/Day Surgery Centres.
        *Terms & Conditions apply https://www.prudential.com.sg/ppc-tnc   All benefits under the PRUPanel Connect (PPC) are available only for eligible policyholders who seek treatment from participating specialists enrolled under the PPC programme at participating PPC partner hospitals/day surgery centres. The claim has to be e-filed through the Business Office of PPC hospital/day surgery centre.
5. What are the 3 Simple Steps for a Successful Panel Claim?

   1. To be eligible for a successful Panel claim, please visit www.prudential.com.sg/ppc-specialists to ensure that the specialist is empanelled under the PRUPanel Connect (PPC) medical institution. After selecting the PPC specialist, make sure that your inpatient, day surgery, or eligible outpatient* treatment is done at the hospital or day surgery centre where your selected PPC specialist is empanelled at. You can find this information under the specialists’ profile. The PRUShield claim must then be e-filed through the Business Office/Centre of the PPC hospital or day surgery centres and not through clinics.

      *Claims submitted through clinics are considered as Non-Panel^.

      ^Non-Panel Claims:

      • Claims submitted through clinics are considered as Non-Panel except for outpatient chemotherapy at OncoCare Cancer Centre and Icon Cancer Centre clinics at Mount Alvernia Hospital.
      • Claims submitted through clinics are considered as Non-Panel except for outpatient chemotherapy at OncoCare Cancer Centre and Icon Cancer Centre clinics at Mount Alvernia Hospital.

6. I am currently seeking treatment under a specialist who is participating in the PRUPanel Connect (PPC) programme. What happens to my benefits if my PPC specialist leaves the PRUPanel Connect programme in the future?
   1. Scenario One: If a claim for in-patient/day-surgery has been accepted by PACS and recognized as a Panel claim, all pre- and post-hospitalisation claims under the same in-patient/day-surgery will be considered Panel claims and will be granted all the Panel benefits. Although the specialist is no longer on the PRUPanel Connect programme, you will enjoy Panel benefits for the pre- and post-hospitalisation claims.
      
      Scenario Two: If a specialist leaves the PRUPanel Connect programme, any new treatments that started after the specialist’s departure will no longer be covered under Panel benefits, even if they are for the same medical condition. Such claims will be accepted by PACS and recognised as Non-Panel claims. 
      
      For instance, customer John received treatment for right cataract surgery from Dr. Z, a specialist participating in the PRUPanel Connect programme. This claim and its pre- and post-hospitalisation expenses will be accepted by PACS as a panel claim. However, after Dr. Z left the PRUPanel Connect programme, John continued to receive treatment for left cataract surgery from Dr. Z. This subsequent claim and its pre- and post-hospitalisation expenses will be accepted by PACS as a Non-Panel claim.
7. What are the operating hours of the PRUPanel Connect Concierge?
   1. The concierge hours are:   Monday to Friday
      9am to 5.30pm   *Closed on Saturdays, Sundays and Public holidays.   Mount Alvernia Hospital: Level 1, Patient Liaison Centre
      Raffles Hospital: Hospital Wing - Level 8, Room 828
8. Which are the PRUPanel Connect hospitals and specialists?
   1. Our current PRUPanel Connect medical institutions* include:  

      Restructured Hospitals	Private Hospitals	Private Day Surgery Centres & Outpatient Oncology Clinics
      Changi General Hospital KK Women’s and Children’s Hospital National Cancer Centre Singapore National Heart Centre Singapore National Neuroscience Institute National University Hospital Ng Teng Fong General Hospital Sengkang General Hospital Singapore General Hospital Singapore National Eye Centre Tan Tock Seng Hospital	Mount Alvernia Hospital Raffles Hospital	Day Surgery Centre Aptus Surgery Centre HC Surgical Specialists Ltd HMI Medical Centre Luma Women’s Medical Centre (Royal Square) Novena Surgery Orchard Surgery Centre Thomson Specialists Pte Ltd (Woodleigh) Outpatient Oncology Clinics Icon Cancer Centre at Mount Alvernia Hospital Icon Nuclear Medicine and PET-CT at Mount Alvernia Hospital Icon Radiation Oncology at Mount Alvernia Hospital Icon Surgical Oncology Centre at Mount Alvernia Hospital Icon Cancer Centre - Farrer Park Icon Cancer Centre - Mount Elizabeth Icon Cancer Centre - Novena Icon Cancer Centre - Orchard Icon Haematology Centre - Mount Elizabeth Icon Cancer Centre - Gleneagles

        List of participating PRUPanel Connect Healthcare Institutions and empanelled specialists under Restructured Hospitals, Private Hospitals, Day Surgery Centres & Outpatient Oncology Clinics are subject to change. Please visit www.prudential.com.sg/ppc-specialists for updated list of PPC Healthcare Institutions and ensure participating specialists must be empanelled at the Healthcare Institutions on our website. To know more about the Panel claims, please refer to the “3 Simple Steps for a Successful Panel Claim”.   Note: Only selected specialists participate in the PRUPanel Connect Programme. The appointment facilitation service is only applicable to eligible PRUPanel Connect policyholders for participating PRUPanel Connect specialists at our partner hospitals or day surgery centres. Appointments made through our PRUCustomer hotline or online bookings via Prudential website to see a PRUPanel Connect specialist at a Restructured Hospital can only be booked as a private patient and the customer will not be eligible for any subsidised treatment even if they have a referral from a government polyclinic.
9. Can I switch to a specialist from a Panel Hospital if I am currently already seeking treatment with a non-panel specialist?
   1. We are unable to facilitate this process at the moment.

1. What is the contact number to make an appointment with a specialist from a restructured hospital?
   1. You may call our PRUCustomer Line at 1800-333 0333 (+65 63330333 – if calling from overseas) Mondays to Fridays, 8.30am to 5.30pm, excluding public holidays.
2. Can I change my specialist appointment after it is confirmed?
   1. Yes, you may call our PRUCustomer Line at 1800-333 0333 (+65 63330333 – if calling from overseas) to change your appointment from 8.30am to 5.30pm, subject to availability.
3. Can PRUPanel Connect help make an appointment to consult a specialist in a private panel hospital?
   1. PRUPanel Connect can assist with appointment booking only if the selected specialist is a part of the panel at the following hospitals:   Private Hospitals
      • Mount Alvernia Hospital
      • Raffles Hospital
        Private Day Surgery Centres^*
      • Aptus Surgery Centre
      • HC Surgical Specialists Ltd
      • HMI Medical Centre
      • Luma Women’s Medical Centre (Royal Square)
      • Novena Surgery
      • Orchard Surgery Centre
      • Thomson Specialists Pte Ltd (Woodleigh)
        Outpatient Oncology Clinics
      • Icon Cancer Centre at Mount Alvernia Hospital
      • Icon Nuclear Medicine and PET-CT at Mount Alvernia Hospital
      • Icon Radiation Oncology at Mount Alvernia Hospital
      • Icon Surgical Oncology Centre at Mount Alvernia Hospital
      • Icon Cancer Centre - Farrer Park
      • Icon Cancer Centre - Mount Elizabeth
      • Icon Cancer Centre - Novena
      • Icon Cancer Centre - Orchard
      • Icon Haematology Centre - Mount Elizabeth
      • Icon Cancer Centre - Gleneagles
        Restructured Hospitals
      • KK Women’s and Children’s Hospital
      • National Cancer Centre Singapore
      • National Heart Centre Singapore
      • National Neuroscience Institute
      • National University Hospital
      • Singapore General Hospital
      • Singapore National Eye Centre
      • Sengkang General Hospital
      • Tan Tock Seng Hospital
      • Ng Teng Fong General Hospital
      • Changi General Hospital
        List of participating PRUPanel Connect Healthcare Institutions and empanelled specialists under Restructured Hospitals, Private Hospitals, Day Surgery Centres & Outpatient Oncology Clinics are subject to change. Please visit the updated list of PPC Healthcare Institutions and ensure participating specialists must be empanelled at the Healthcare Institutions on our website. To know more about the Panel claims, please refer to the “3 Simple Steps for a Successful Panel Claim”.   ^*All benefits under the PRUPanel Connect (PPC) are available only for eligible policyholders who seek treatment from participating specialists enrolled under the PPC programme at participating PPC partner hospitals/day surgery centres. The claim has to be e-filed through the Business Office of the participating PPC hospital/day surgery centre of where the specialist is empanelled at as per our website.
4. How do I book an appointment through the PRUCustomer Line (1800 333 0333)?
   1. If you are a PRUExtra Premier, PRUExtra Premier CoPay or PRUExtra Preferred CoPay policyholder, you will hear an additional option to select for appointment booking after entering the one-time password (OTP). If you have chosen English, press “4” to book an appointment with our Customer Service Officer. If you have chosen Mandarin, press “1”.

1. What is a PRUPanel Connect eCard?
   1. A PRUPanel Connect eCard is a digital card which identifies you as a PRUPanel Connect customer at PRUPanel Connect private hospitals. It allows you to enjoy PRUPanel Connect benefits. You can access your eCard by checking your eligibility on our website or by logging in to PRUaccess and download it in a PDF format. Present your PRUPanel Connect eCard together with your identity card at our participating PPC partner private hospitals and day surgery centres to enjoy benefits, value-added services.
2. How do I access my PRUPanel Connect eCard?
   1. You may view the PRUPanel Connect eCard through our website or PRUaccess:   Please present this PRUPanel eCard together with your Identity Card at our participating PPC partner private hospitals and day surgery centres.   Website   Go to www.prudential.com.sg/ppc-validate and enter Policyholder’s:
      1. Last 4 characters of your NRIC
      2. Enter Gender
      3. Enter Date of Birth
      If you have more than 1 eligible policy, select the life assured from the dropdown menu.   Click on “Download eCard” to download a PDF version of the eCard.   PRUaccess   Go to www.prudential.com.sg/pruaccess using either of the following options:
      1. Login by entering Policyholder’s UserID, PIN and OTP.
      2. Download Singpass mobile app and scan QR code.
      Select ‘Download PRUPanel Connect eCard’ on the left navigation menu.
3. Do I have to download the eCard?
   1. It is not compulsory to download the eCard as it is available 24/7 through our PRUPanel Connect website https://www.prudential.com.sg/ppc-validate or simply by logging in to PRUaccess.   Please present this PRUPanel eCard together with your Identity Card at our participating PPC partner private hospitals and day surgery centres.
4. What are the benefits of the PRUPanel Connect eCard?
   1. The PRUPanel Connect eCard allows our participating private panel specialist to identify you as a PRUPanel Connect customer so that you can enjoy discounts and value-added services. At the time when you download the card, real time information shown on the card will also let you know when your policy is valid until and the type of PRUExtra rider that you have.
5. Is the eCard supported by all browsers?
   1. The eCard is best viewed using Chrome or Edge.

1. What is Extended Panel (EP)?
   1. Extended Panel (EP) is an initiative by the Multilateral Healthcare Insurance Committee (MHIC), which is appointed by the Ministry of Health (MOH), to allow integrated Shield Plan (IP) insurers to recognise each other’s panel doctors mutually. Under the EP, you may enjoy selected panel benefits when seeking pre-authorised treatments from specialists that are not on our panel, as long as they are on other Integrated Shield Plan insurers’ panels, follow our fee schedule, and meets our pre-authorisation terms and conditions. This provides policyholders a wider choice of doctors and supports better continuity of care for patients.   Extended Panel (EP) will be launched to customers with a PRUExtra plan on 7 June 2022.
2. How do I know if I’m eligible for the Extended Panel (EP)?
   1. Extended Panel (EP) is currently available for customers who have the following PRUExtra riders:  
      • PRUExtra Premier
      • PRUExtra Premier CoPay
      • PRUExtra Preferred CoPay
      • PRUExtra Plus CoPay
      • PRUExtra Premier Lite CoPay
      • PRUExtra Plus Lite CoPay
3. How does a specialist qualify as an Extended Panel (EP) specialist?
   1. A specialist qualifies as an Extended Panel (EP) specialist if he or she meets all of the following conditions:  
      • is on the main panel of another IP insurer,
      • has obtained pre-authorisation approval from us,
      • follows our fee schedule, and
      • meets pre-authorisation terms and conditions
4. What are the benefits of being treated by an EP specialist?
   1. The Extended Panel (EP) initiative gives Prudential’s customers even more options to seek treatment from specialists they prefer, even if the chosen specialists are not on Prudential’s panel, as long as the chosen specialists are on the main panel of another Integrated Shield Plan (IP) insurer.   When you choose to seek a pre-authorised treatment with an EP specialist, you can continue to enjoy selected panel benefits that comes with your plan. The benefits will differ based on the plan you have and whether the EP specialist provides the treatment at our Partner Healthcare Institution (Hospital or treatment centre) or not.   Benefits for PRUExtra Premier, PRUExtra Premier CoPay and PRUExtra Preferred CoPay Customers when using an EP   Here is a comparison of the benefits you enjoy when your EP specialist provides treatment at our PRUPanel Connect (PPC) Partner Healthcare Institution vs non-PRUPanel Connect (PPC) Partner Healthcare Institution.   For a list of PRUPanel Connect (PPC) Partner Healthcare Institution, visit https://www.prudential.com.sg/ppc  

      Benefits	Treatment at PRUPanel Connect (PPC) Partner Healthcare Institution	Treatment at non- PRUPanel Connect (PPC) Healthcare Institution
      Pre-Authorisation of Claim	✔	✔
      $3,000 co-payment cap per Policy Year for CoPay riders	✔	✔
      1 level limit increase under the Claims-based pricing approach	✔	✘
      Cashless medical treatment with a higher Letter of Guarantee amount	✔	✘
      Value added services (i.e. concierge, transport, appointment booking)	✔	✘

      
      Important Note: If you choose to seek treatment from a specialist who is not on Prudential’s Panel and also not an EP specialist, or if the specialist has not obtained the pre-authorisation before an admission/day surgery, you will not be able to enjoy the benefits listed above. For PRUExtra Preferred CoPay, the above benefits are not applicable for Private Hospitals and medical institutions under “No Access”.   Benefits for PRUExtra Plus CoPay, PRUExtra Premier Lite CoPay and PRUExtra Plus Lite CoPay Customers when using an EP   Here is a comparison of the benefits you enjoy when your EP specialist provides treatment at our PRUPanel Connect (PPC) Partner Healthcare Institution vs non-PRUPanel Connect (PPC) Partner Healthcare Institution.   For a list of PRUPanel Connect (PPC) Partner Healthcare Institution, visit https://www.prudential.com.sg/ppc  

      Benefits	Treatment at PRUPanel Connect (PPC) Partner Healthcare Institution	Treatment at non- PRUPanel Connect (PPC) Healthcare Institution
      Pre-Authorisation of Claim	✔	✔
      $3,000 co-payment cap per Policy Year for CoPay riders	✔	✔

      
      Important Note: If you choose to seek treatment from a specialist who is not on Prudential’s Panel and also not an EP specialist, or if the specialist has not obtained the pre-authorisation before an admission/day surgery, you will not be able to enjoy the benefits listed above.
5. Is it compulsory for me to seek treatment at Prudential’s Panel or an EP specialist?
   1. No, it is not compulsory. However, you will not be able to enjoy the benefits of being treated by an EP specialist if you choose to seek treatment from a specialist who is not on Prudential's Panel and also not an EP specialist.
6. How does a specialist apply to be an Extended Panel specialist?
   1. Prudential does not require specialists to submit an application to be a part of our Extended Panel. As long as the specialist meets all the conditions of an EP specialist, he or she is deemed as an EP specialist.
7. Do all treatments need to be at Prudentials PRUPanel Connect Partner Healthcare Institutions?
   1. EP Specialists may treat Prudential policyholders at any PPC or non-PPC Healthcare Institution. However, do note that benefits when using an Extended Panel may vary for PPC and non-PPC Healthcare Institutions. Please refer to the benefits of being treated by an EP specialist for a comparison.
8. What should I do to enjoy Panel Benefits when using an Extended Panel?
   1. Once you have selected your specialist, inform the clinic staff that you need their assistance to submit a pre-authorisation request to Prudential. Selected panel benefits are only available if the EP specialist has obtained pre-authorisation approval from Prudential, meets the terms and conditions and follows our fee schedule as laid down in the pre-authorisation certificate.   The specialist will need to submit 2 forms to Prudential for pre-authorisation purposes, namely the pre-authorisation form and the patient consent form, which are available at https://www.prudential.com.sg/ppc on 7 June 2022.
9. What does the EP specialist have to do for me to enjoy selected panel benefits?
   1. To be eligible for panel benefits when using an EP, it is mandatory to seek treatment from a specialist that meets the conditions.  

      Step 1:

      Specialist to book a date with the Healthcare Institution for the treatment.

      Step 2:

      Submit a pre-authorisation request to pre.auth@prudential.com.sg.

      Step 3:

      Prudential processes the pre-authorisation request. In case approval is granted, EP Specialist must meet the terms and conditions, including specialists fees, as stated in the pre-authorisation certificate.

      Step 4:

      E-File claim directly through Healthcare Institution as per terms on the basis of which the pre-authorisation certificate was granted.

        If all the above criteria are met and the claim is approved, the claim would be granted panel benefits when using an Extended Panel.
10. How many days will it take for a pre-authorisation request to be processed?
    1. We will require between 1- 3 working days from the date we receive the completed pre-authorisation form and supporting documents. In the event further clarification is required, we may take longer to review the request.
11. What can I expect after Prudential approves the EP pre-authorisation request?
    1. We will issue the certificate of pre-authorisation stating the amount approved for the specific medical diagnosis, treatment date and procedures to the applicant.
12. What are some common rejection reasons?
    1. Generally, we decline pre-authorisation requests due to policy exclusions, outstanding premiums or inadequate medical information necessary for assessing the pre-authorisation request.
13. Do I still need to make a deposit payment even though the pre-authorisation request has been approved?
    1. The hospital has absolute discretion in determining whether a deposit is still required, even with the approved certificate of pre-authorisation.
14. I am currently seeking treatment at a specialist not under EP (“non-EP specialist”). Will I enjoy selected panel benefits if I switch to an EP specialist?
    1. If you are switching from a non-EP specialist to an EP specialist (within the same Policy Year) and have claimed from PRUShield prior to the switch to an EP specialist, you will be eligible for the stop-loss benefit but not eligible for 1 level limit increase under the Claims-based pricing approach.  

       Within the same Policy Year	Treatment at PPC Healthcare Institution	Treatment at a non-PPC Healthcare Institution
       First Claim: Non-EP specialist (Before, on or after 7 Jun 2022)	No Stop-Loss   Not eligible for 1 level limit increase under the Claims-based pricing approach
       Second Claim: EP specialist (On or after 7 Jun 2022)	Stop-Loss   Not eligible for 1 level limit increase under the Claims-based pricing approach

       
       
15. If I am admitted to the hospital multiple times a year under an EP specialist, do all the admissions have to be at a PRUPanel Connect Partner Healthcare Institution in order for me to enjoy the 1 level limit increase on claims-based pricing?
    1. Yes, all admissions will have to be at a PRUPanel Connect Partner Healthcare Institution in order for you to enjoy the 1 level limit increase due to claims-based pricing.
16. Are the panel benefits applicable if I consult an EP for inpatient hospitalisation, day surgery, outpatient treatment and Pre- and Post-hospitalisation?
    1. EP benefits are applicable only for inpatient hospitalisation, day surgery claims, and pre- and post-hospitalisation claims where the main inpatient or day surgery claim has been approved as an EP case. EP benefits do not apply to outpatient treatments.
17. When is Prudential launching the EP? Do I get panel benefits for pre-authorised treatments with an EP before the launch of the EP?
    1. We are launching the EP programme on 7 June 2022. Admission before 7 June 2022 with an EP will not be eligible for any panel benefits.
18. Why is Prudential launching EP on 7 June 2022 while some insurers have already launched their EP programme?
    1. Integrated Shield Plan (IP) insurers may adopt different approaches to rolling out EP. Some have chosen to provide EP to customers only after the next policy renewal while others have chosen to roll out the benefits to all customers on a fixed date.
19. Will I always have access to EP benefits as long as I seek treatment from specialists who are on other insurer’s panels?
    1. No, panel benefits will only be granted when your treatment at an EP is pre-authorised, follow our fee schedules and meet pre-authorisation terms and conditions at the point of claim. Please note that a specialist may opt not to activate EP, depending on the case.
20. I have PRUExtra Preferred CoPay. Do Extended Panel apply for Non-panel and “No Access”?
    1. If an EP specialist provides treatment at a Non-panel Healthcare Institution, your maximum co-payment is capped at $3,000 per Policy Year.   If an EP specialist provides treatment at a “No Access” Healthcare Institution, the claim will not be admissible under PRUExtra Preferred CoPay. However, the claim under PRUShield Premier will be considered but without panel benefits that come with the use of an EP.   For more information on Non-panel providers and “No Access”, please visit https://www.prudential.com.sg/products/health-insurance/medical/prushield.
21. What are the operating hours of the pre-authorisation team?
    1. The operating hours are:
       Monday to Friday
       9 am to 5.30 pm.   We are closed on Saturdays, Sundays and Public holidays.

*Terms and Conditions Apply.

List of Panel and Non-Panel Providers.