Telephone numbers

Our automated routing agent GRACE (Guide to Route All Calls Effectively) will answer your call and route your enquiry to the right person. GRACE is available on most of our main lines and will begin by asking you a few open questions to identify the reason for your call. You should respond to GRACE naturally as if you were speaking to a human being and confirm briefly why you are calling, for example 'I'd like to make a claim'.

Once GRACE has identified why you are calling she will in most cases ask you a number of security questions which may include your policy number. If you do not have an item that is being asked for please say 'I don't have it' and GRACE will transfer you to a Call Consultant who will ask alternative security questions.

Example of call:

GRACE: Welcome to Prudential. So I can put you through to the right person I need to know briefly what you are calling about. In a few words, please tell me how we can help you today?

YOU: (examples of what you could say) 'I have a question about my retirement', 'I'd like to check when a payment will be made', 'I'd like a copy of my statement please'

GRACE (asks some security questions)

YOU: (provide answers to security questions)

GRACE: Thank you, I'll transfer you now.

Your call will then be transferred to a Prudential Call Consultant who will have all of the information you have provided to GRACE and will be ready to help with your query.