Innovating and investing for our customers
The Covid-19 pandemic placed new and unfamiliar stresses on individuals and organisations across the world. Meeting increased healthcare and financial needs were a challenge in the context of social distancing regimes.
Through the pandemic, Prudential’s teams worked tirelessly and creatively to support customers, colleagues and the communities we serve. In each of our markets, we offered Covid-19 protection ranging from lump sum to per diem benefits, on hospitalisation, diagnosis or death. These were made available to new and current customers, Pulse by Prudential users, group scheme members, staff and agents. We also enabled premium deferrals for customers suffering financial hardship.
We launched a global $2.5 million Covid-19 relief fund to support local communities, in addition to a RMB15 million donation by our joint ventures in China. Initiatives across the region included protection for frontline health workers, provisions for low-income families, supplies of prevention equipment, and cash donations. In Hong Kong, we subsidised 30,000 Covid-19 test kits for health workers and their families, while in Indonesia, we worked with Halodoc to offer 50,000 free rapid tests.
With social distancing restricting face-to-face contact in many markets, people turned to virtual channels for support. We supported consumers with our digital health service, Pulse by Prudential. Powered by Artificial Intelligence, Pulse made healthcare affordable and accessible to users during the pandemic with features including a symptom checker, online doctor consultations, health tips, Covid-19 coverage and the latest information.
More than 5.8 million people across the region now use Pulse, and we continue to innovate and expand its offerings to meet evolving needs.
In each of our markets our teams swiftly took action to help customers meet claims fast and without fuss. We simplified claims processes, set up dedicated hotlines and developed new online tools to connect with customers remotely.
Prudential has always been a long-term investor, both in our relationships with customers and in the wider economy. We will do whatever we can to support people in difficult times, and we continue to be a committed partner in the efforts to rebuild our communities.
