Frequently Asked Questions in This Time of Enhanced Community Quarantine PART1

At Prudential Guarantee, we continue to protect you via our work-from-home arrangement. Here, we answer some Frequently Asked Questions about your insurance needs:

1) What branches are open?

Because of the currently enforced enhanced community quarantine, all our branches in Luzon, and those in Palawan, Iloilo, Tacloban, Zamboanga, Davao, and General Santos, are temporarily closed until further notice. But we have employees based in these branches who are working from home, ready to provide assistance.

All our other branches in the Visayas (Bacolod, Cebu, Dumaguete, Roxas, and Tagbilaran) and Mindanao (Butuan, Cagayan de Oro, and Ozamis) continue to operate following their respective office hours, but their schedules can be subject to change should a new directive come from the national and local governments. In case these branches are also placed under a community quarantine, their employees are ready to follow the work-from-home arrangement.

To know our Visayas and Mindanao branches’ exact locations and contact details, kindly visit www.prudentialguarantee.com/branches. Please note that our branch in SM Cebu will temporarily move its operations to WDC Building Office, Osmena Boulevard, Cebu City.  They can be reached through:

Landline: (032) 255-1067; (032) 253-3398; (032) 412-3188; (032) 255-7979; (032) 412-3189; (032) 254-2464; (032) 412-8558; (032) 253-8902

Mobile: (0917) 301-5826

Email: pgacebu@prudentialguarantee.com

We assure you that regardless of your location, we will immediately answer queries sent to these contact details:

For general inquiries:
(02) 8878-3000 / (02) 8651-9500 / (0917) 8427424 / customercare@prudentialguarantee.com

For Motorcar Insurance Policyholders:
(0917) 867-1906

For Roadside Assistance:
(02) 8459-4734

For Personal Accident and Travel Shield Policyholders:
(0917) 802 2062 and (0999) 221-1727

2) How can I make a claim?

Policyholders can make a claim by calling us at (02) 8878-3000. They may also directly contact their assigned Account Executive or agent/broker, who will then give a standard checklist on how to make a claim via remote means. 

Documentation requirements vary for each insurance claim. For motor car claims, e-mail pgamcclaims@prudentialguarantee.com and send these details:

  • Date, time, and description of the accident
  • Copy of OR and CR of the insured vehicle
  • Copy of the driver’s license of the person driving during the accident
  • Pictures of the damaged vehicle

Once regular operations resume for both our offices and our accredited dealers, we will e-mail the cost estimate and a Letter of Authority to Repair. For claims that would require physical inspection, this will have to be put on hold until the end of the enhanced community quarantine period.

For urgent matters, please call Mr. Harry Anonuevo at (0922) 899-0860. 

3) Can I still avail of the emergency roadside assistance?

Our emergency roadside assistance service is still offered but it is subject to the physical limitations imposed by the enforced enhanced community quarantine. As borders around Luzon are closed, those who call for assistance while in Metro Manila can only be attended to by the remaining service providers in Metro Manila. The same procedure applies for the provinces where the roadside assistance service is provided.    

For inquiries, please call: (02) 8459-4734.

This is part one of three FAQ series. Part two will discuss queries on policy copies and payments. Part three will elaborate on specific products. Thank you.

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