Well people are entitled to their own opinion so i respect what you guys are saying.

Nevertheless IMO Prudential is utimately accountable because we consumer are buying a product from the company not the agent. If the agent is not doing their job then shouldnt the company do something about it eg disciplinary action? In fact by looking at the response I got from their cs its basically telling me its agent issue and they cant do anything about it so just live with it. How convenient whilst being irresponsible at the same time.

As for the portal i did login everyday to check on the status. And the fact that its pending for two weeks trigger me to check on the status but just to learn that a ctc is actually required. I do not know how i can react if im not being informed at the very first place not to mention this information is not available in the portal.

As for where im at now with the claim - i submitted the ctc to PJ33 branch (closing down soon) and was told it will take two weeks for processing. I can only check the bank account everyday and call the customer service two weeks later if i didnt receive the payment. This again is due to the fact that i can only get an update if i take my own initiative.

FYI other companies its either the detailed status is available on the customer portal or i get the update via sms. And the statement is sent to my mailing address within 2-3 days.

I wouldnt be so frustrated if its the industry standard but there are easily 2-3 comparisons based on my experience