Actually the critical illness definition in Malaysia is streamlined across all life insurance companies.

Based on this individual story, I would think that the claim made under Prudential is medical claim while the claim made under Great Eastern is the Critical Illness claim.

While medical claim will cover the surgery cost, critical illness policies stated explicitly that keyhole surgeries is excluded for coronary artery by-pass surgery. This would be the same even for any other life insurance companies in Malaysia, including Prudential.

I would say that the agent does not understand the policy well and did not provide the appropriate advice. Getting the right agent is very important.