What do I do if I've lost my policy?

Have you lost or misplaced a policy, or do you think that you have an old policy that could be unclaimed? We can help you if you are trying to trace a policy that was held by a deceased family member or even a policy that you had simply forgotten about.

How to trace a Prudential policy

We understand that policyholders may misplace their policy or forget about it, for example when they move house.

Please contact us with details of the policyholder's:

  • full name,
  • date of birth,
  • national insurance number,
  • address where payment was last made from,

and, if you have them:

  • policy number,
  • method of payment eg Direct Debit or "at the door". If payment was made by Direct Debit, please provide full details of the bank it was paid from.

We will then check our records to determine whether a policy still exists and may ask you for further information. Please be aware that while we will try to trace this using the policyholder's last name and address, in many cases we will need a policy number.

Please also note that if you contact us by telephone without a policy number we will be unable to help you instantly, unless it's in relation to a bereavement. We will instead ask that you write to us with the information above along with a copy of some identification such as a drivers licence or passport etc.

We take our responsibility to our policyholders seriously and are keen to ensure that all claims are settled promptly.

Contact  us  
Write to us Customer Service Centre
BN15 8GB
Email us Register to use secure mail
Call us 0800 000 000 between 8am and 6pm, Monday to Friday. (Calls may be monitored or recorded for quality and security purposes)

If you choose to write to us you will need to include details of the policyholder's full name, address, date of birth and national insurance number along with a copy of some identification, such as a drivers licence or passport etc. You should also include details of the policy number and method of payment if you have them (as described above).

Please note that while we will try our best to trace the policy, without sufficient information this may not always be possible.

Need help? Have questions?

If you're looking for further information or want to chat about your product options, we can help.

Contact us