In April 1999, I have bought an endowment plan (Policy Number: 2029****), type of Assurance is PruSave Assurance With Profits. In year 2015, I have emailed to complaint department due to no active agent is serving me in this policy. During that time, the staff has attached me the summarises table of the estimated Reversionary Bonus, estimated Terminal Bonus, estimated Surrender Value, estimated Maturity Value.

In end of March 2019, my policy suppose to be matured in 1 week time, I logged in to pruaccessplus online to check my policy, and noticed the status had been changed to CEASED. I did call the customer service, and been told that my policy still in force until 1 April 2019.

In 3 April 2019, finally received the lamp sum amount for the policy's maturity. But noticed Prudential is given me the Surrender Value instead of the Maturity value which the staff sent me the summarises table of value from year 2015 to year 2019. Then I emailed to Prudential complaint department, the other staff (beside the old staff which emailed me early in 2015 was resigned from Prudential), said (In phone and in her email reply) she cannot explain why the actual Terminal Bonus is half less than the estimated Terminal Bonus, while the actual Reversionary Bonus is exactly the same as the estimated Reversionary Bonus.

The only reason she told me is the value/ bonus depend of fund performance. But I just wondering why only the actual Terminal Bonus is huge different than the estimated Terminal Bonus, but not the Reversionary Bonus? She told me the old staff leave already, also do not know how the old staff he manage to calculate the estimated Maturity Value (In the phone call). This is was a real case scenario I faced with Prudential.

Although I was having Etiqa 10 years saving plan before, not have this issue, able to get the near estimated amount projected. Also, I was having Allianz life insurance before too, during surrender that time, able to get back what surrender value that only slightly different with estimated surrender value projected, not different half the value like Prudential's this case.

See more screenshots attached. Hope anyone or any parties got same issue like mine and share your experience here. Cheers.








I am Michael Lim
Mobile: 016-3126804

This post has been edited by sll994: Apr 11 2019, 06:02 PM

Ya, the Terminal Bonus alone only received half. In my screen shot there, the Terminal Bonus suppose is RM7,984.97. But only received RM3,802.37. All other like Reversionary Bonus are exactly same received. Means that total up the Sum Assured + Reversionary Bonus + Terminal Bonus, I got RM52K+ only. It is the Surrender Value, but not the Maturity Value, which is RM57K-. Less RM4K totally.

My doubt is, why only the Terminal Bonus is half less, but other bonus and value are not effected? My policy already fully matured, but I only received the Surrender Value not the Maturity Value? Haha.

Thanks for your suggestion. Already post to insurance thread with some additional questions. Hope got expert can answer me. : )

Yes, I can understand value is very much dependent on the market performance. But in year 2015 I emailed to Prudential complaint department regarding the projected return and request assign new agent to service me due to formal agent already inactive. The complaint department replied me via email with the summaries chart below,



Then in 1 April 2019, my policy already fully matured. I got the EXACTLY same figure with the Surrender Value, but not the Maturity Value in the summaries chart above. Yet, I emailed and called Prudential complaint department, they cannot explain why they given Surrender Value but not Maturity Value. Only showing me that the Terminal Bonus is only RM3,802.37 instead of RM7,984.97 as showing the their Estimated Terminal Bonus.

BUT, the Estimated Reversionary Bonus is EXACTLY same figure with the Actual Reversionary Bonus. So end up, the total of the Sum Assured + Reversionary Bonus + Terminal Bonus = Surrender Value (EXACTLY the same figure).

I was wondering, is my policy been CEASED before mature, or Prudential system mistake/ bug, or ex-staff giving me wrong information?



Not the same time, Etiqa matured on 15 July 2017. Allianz surrendered on 21 July 2017.

Additional: I never withdraw any money during this 20 years.

Prudential explained that, 2015 the terminal bonus already revised. So caused 2019 I only can get the surrender equivalent's value. See attached screen shots.

This will be my last policy with Prudential. Me and my families will never buy any insurance nor investment plans from Prudential and Prudential related investment companies forever. Cheers.