Prudential Singapore

In May 2017, PACS launched two products resulting from PFY feedback—PRUman and PRUlady, covering illnesses specific to men and women. Customers diagnosed can receive up to a S$100,000 payout, ensuring they get the treatment they need without financial concerns. PFY was instrumental in structuring these products by identifying customer interest in eliminating “nice to have” benefits, leading to more affordable prices for everyone. Community feedback also showed that simplified health questionnaires made it easier for customers to purchase the products.

Interaction with PFY resulted in a big uptick in 2016 Customer Satisfaction Scores (CSAT). A Taylor Nelson Sofres (TNS) independent benchmarking survey showed a 17-point increase in customer satisfaction—putting Prudential Singapore in the pole position amongst major insurers in Singapore. 87% of customers have said they would “Definitely” or “Most Likely” recommend Prudential Singapore—a 25% gain before PFY. The company pioneered an innovative insurance solution through PRUshield, becoming the first insurer in the market to give customers an option of claims-based pricing. The PRUGolden Retirement plan saw 308% revenue increase year-over-year.