FAQ

If you've forgotten your username/ password, you will need to:

1. Proceed to the Login page. Click on Forgot Username/ Password.
2. Input your New NRIC/ Old NRIC/ Passport Number under the certificate information.
3. Key in the Transaction Authorisation Code (TAC) that will be sent to your registered mobile number.
4. Verify the secure phrase to view your username.
5. Click on reset password.
6. Key in your new password and reconfirm the new password.
7. Verify your password has been successfully changed and "Sign in now" to log in.

Yes, you can change your password under My Profile after you have logged in to your PruBSN Touch account.

Please contact our Customer Service Centre at +603-2775 7188 or walk-in to any of our PruBSN branches for assistance.

Your PruBSN Touch account will not expire. However, your account will be automatically deactivated if you do not login to PruBSN Touch for 365 days. To reactivate your PruBSN Touch account, please contact our Customer Service Centre at +603-2053 7118 or walk-in to any of our PruBSN branches for assistance.

Please contact our Customer Service Centre at +603-2775 7188 or walk-in to any of our PruBSN branches for assistance.

It is recommended for you do the following:

1. Do not reveal your Username and Password to anyone.
2. Ensure there is no one looking at your screen when you are keying in your Username/ Login ID and Password.
3. Ensure that your computer system is secured.
4. Always logout when you have completed your online transactions or inquiries.
5. Avoid accessing PruBSN Touch from a public area (e.g. a cyber cafe). However, if you need to, please remember to clear your cache after each session.
6. Avoid storing your password on internet browsers. The "Auto Complete" function in some browsers stores and capture possible matches from entries you entered previously. You can prevent passwords storing by deactivating the "Auto Complete" function.

Transaction Authorisation Code (TAC) is a unique 6-digit security code that provides an additional layer of identity authentication for security purposes when you perform online transactions and to protect you against unauthorised access to your account. A TAC will be sent via SMS to your mobile phone number registered with PruBSN.

For your online access security, your TAC can only be used while you are still logged in to PruBSN Touch. Your TAC will expire after 5 minutes.

No, TAC can only be requested via PruBSN Touch and your TAC will be sent via SMS to your registered mobile phone number with PruBSN.

No, it is not required.

Yes. You can use one (1) TAC for only one (1) transaction or request.

You may only register one (1) mobile number for TAC purposes for all certificates under your name.

No. Your mobile number registration for a TAC can only be done by contacting our Customer Service Centre at +603-2775 7188 or by visiting our nearest PruBSN branch for security purposes.

You can change your mobile number for a TAC by contacting our Customer Service Centre at +603-2775 7188 or visit our nearest PruBSN branch for assistance.

The delivery time depends on the traffic volume of your mobile service provider. On average, it takes between two (2) to five (5) minutes.

You may receive an error message for the following reasons:

• Your TAC is incorrect
• Your TAC has expired

You can request for a TAC by clicking at the Request TAC button after 5 minutes from your initial request.

This is an added security measure that safeguards you when you perform online transactions to identify if you have logged into the correct website and to prevent unauthorised login to your PruBSN Touch account.

The security measures consist of the following:

• one (1) secure phrase,
• one (1) colour, and
• two (2) security questions.

This information is known only to you when logging in to your account whether from your own computer or elsewhere.

It is an additional security solution that will help to protect you against identity and account information theft.

• After completing your Login Information at the registration stage, proceed to 'Security Information'.
• Key in a secure phrase and choose a colour. The secure phrase should be different from your password. Choose a phrase you can remember. The phrase can contain up to 30 alphanumeric characters (i.e. A - Z, 1 - 9).
• Select two (2) security questions and key in your answers. The answers can contain up to 20 alphanumeric characters (i.e. A - Z, 1 - 9).
• Please ensure your secure phrase, colour, security questions and answers are all correct. Then click Next.
• You will receive a confirmation message once completed.

Security questions will assist in retrieving your account information in the event you forget your login details. It is also to further verify your transaction if the situation warrants. In any case someone else has access to your Username and Password, they will not be able to answer the security questions as the answers provided will only be known to you.

The secure phrase and colour that is provided to you during your registration process comes from a large library of combinations. Therefore, it will be difficult for an unauthorised party to display your selected secure phrase and colour for your verification.

Yes, you can. After logging in successfully, click on "My Profile" and follow the steps below:

• In "My Profile", click on "Update Secure Phrase".
• Key in a new secure phrase and choose a colour. The secure phrase must be different than your password. Please choose a phrase you can remember. The phrase can contain up to 30 alphanumeric characters (i.e. A - Z, 1 - 9).
• Please ensure your security phrase and colour are all correct. Then click Next.
• After the request is sent, a TAC will be sent to your mobile phone via SMS. Key in the correct TAC and you will receive a confirmation message.

PruBSN Touch is a customer portal which provides you the accessibility to view your certificate information and perform selected self-services anytime, anywhere.

Any PruBSN customer (participant) with at least one (1) active certificate can register for PruBSN Touch.

PruBSN Touch provides you the following services:

• Certificate details
• Contribution details
• Contribution payments
• Claim details
• Sales channel information
• Product and Marketing information
• Branch and Panel Hospital directory
• Form downloads
• Change of personal security profile (password, secure phrase/ colour/ question)
• Online change of contact details (except for mobile number)
• Update of e-credit information
• View and download online statements

• Phishing is a process where someone manipulates you to obtain your personal information such as your User ID, passwords, certificate details and/or credit card details in order to gain access to your online accounts.
• Victims are known to receive phone calls, SMS or most frequently, emails claiming to be from a company or a partner, asking for personal information to register, update your accounts, or reset your password.

Here are a couple of ways you can spot a phishing:

• You receive a phone call, SMS or email asking you to provide personal/ security information or TAC.
• When a phishing email link is clicked, it will open an unsecure login site, with an URL that would most likely begin with http, instead of the secure https.
• The phishing site's URL may contain misspelled words, like "PruSBNTouch" instead of PruBSN Touch.

Here are several safe tips to minimise threats of phishing and similar scams:

• Ensure that you always verify your 'Secure Phrase and Colour' before attempting to key in your Password in the Login page.
• Do not trust any phone calls, SMS, emails, websites and chats that request for your personal details and identity.
• Never click on a URL link in an email or fill out forms in email messages and untrusted websites.
• Go directly to the related website to access and manually key in the company's website address in the browser's URL bar.
• Stay up-to-date with the latest security patches. Update your Operating System and internet browser with the latest patches, making sure all security and critical patches are applied. Use an anti-virus software and a personal firewall (if possible). Ensure your anti-virus software is up to date with the latest signatures.
• Scanning your PC regularly from a popular anti-virus website is also recommended.

You can update the following:

1. Correspondence address
2. Residential address
3. Business address
4. Residence telephone number
5. Business telephone number
6. E-mail address
7. E-credit details

Only PruBSN Touch registered users who are participants are allowed to update details.

1. Click on Certificate upon successful login to PruBSN Touch.
2. Select either Contact or e-credit (depending on which details need updating)
3. Once the details of each field is displayed, click on the edit button to update the new details.

You can perform online changes for active certificate(s) only.

No. The changes performed in PruBSN Touch are updated within 48 hours after changes are made.

Yes. A TAC is required each time online changes are made. A TAC will be sent to your registered mobile number once you agree to make the changes and click the continue button.

Transactions can be unsuccessful due to failure during submission of updating your personal details. You are required to resubmit your request.

An electronic version of statements which you can view online via PruBSN Touch.

Only PruBSN Touch registered users (participants) can view, print and save their annual statements for their respective certificate(s) through this online solution.

1. Click on 'Profile' upon your successful login to PruBSN Touch
2. Select 'Download Statements' in the dropdown list
3. Select the statement year

The list of all the statements in that year will be displayed and can be downloaded individually.

1. Convenient - review your statements anytime, anywhere.
2. Secure - reduce the risk of statements being lost or stolen from the mailbox.
3. Eco-friend - stay clutter free and conserve resources (paper).

1. Annual Statement
2. Family Takaful Contribution Statement (for tax declaration purpose)
3. Annual Funds Report

You can view, print and save three (3) years of statements from 2015 onwards.

Yes. You can request for the statement(s) by contacting our Customer Service Centre at +603-2775 7188 or email us at customer@prubsn.com.my or visit the nearest branch. Your statements will be kept as long as it is within our compliance records retention period.

No, you will no longer receive paper statements.

Yes. You will need Adobe Reader to view your online statements. You can also download the software for free at http://get.adobe.com/reader/

The above error message will be prompted if the statement that you have selected is not ready or the type of statement you selected is not applicable to your certificate type.

Yes. You can view, print and save your online statement by clicking on the Download button in the Statement page. The statement will be opened in a new tab.

Your online statement cannot be opened in a new tab for viewing and printing if the Pop-up Blocker is turned on in Internet Explorer. You can turn off the Pop-up Blocker before downloading the statements. Here are the steps to turn off the Pop-up Blocker:

• Go to Internet Explorer.
• Right click on the Tools icon located at the top right.
• Select Internet Options.
• Click on Privacy tab, uncheck the box to turn off the Pop-Up Blocker.
• Select Ok to continue.

Upon completion of the steps above, the statement will be opened in new a tab and you can proceed to print out the statement in PDF.

Your PruBSN Touch account will become dormant if you do not login within 365 days from the last login date. A message "User account is inactive" will be prompted when you try to login.

Yes. An SMS will be sent to your TAC mobile number registered with PruBSN one month prior to your account becoming dormant.

You can request for reactivation by contacting our Customer Service Centre at +603-2775 7188 or walk-in to any of our PruBSN branches for assistance.

You can click on Forgot Username/ Password button at the login screen in PruBSN Touch.

No. You cannot change your username once you have successfully registered to PruBSN Touch. The username is a unique identification when logging into PruBSN Touch.

You can click on Forgot Username/ Password button at the login screen in PruBSN Touch.

Yes. After you have logged in to PruBSN Touch, click on Profile and select Update Password.

PruBSN Touch can be accessed using Google Chrome, Internet Explorer, FireFox and Mozilla.

PruBSN Touch is optimised to be accessed through any mobile devices that runs on iOS or Android operating system.