Technology and operations
Redesigning insurance experience from the inside out.
Technology and Operations are the engine behind every customer interaction and the driving force of Prudential’s digital transformation – powering the platforms, processes, and experiences that help our teams and agency force serve customers better, faster, and more intuitively.
This transformation is business-led and enterprise-wide. It starts at the core – rethinking how we operate, collaborate, and deliver value. By embedding AI and data into every layer of our organisation, we’re making processes more intelligent, adaptive and personalised.
We’re redesigning insurance operations from the inside out and with an end-to-end approach that puts customer outcomes and operational excellence at the heart of everything we do.
By aligning closely with Agency Distribution, Health, and Customer teams, Technology and Operations ensure that every touchpoint is connected, consistent, and built for scale. Whether it’s simplifying underwriting, accelerating fulfilment, or enabling real-time insights, our goal is to make every interaction easier and more meaningful.
As Prudential evolves into an AI-first organistaion, we’re building a digitally native infrastructure that is resilient and future-ready. Our investments in automation, data, and cloud capabilities unlock new opportunities for growth. These foundations not only future-proof the business, but they also empower our people to focus on what matters most: delivering value to customers.
AI is reshaping how Prudential operates – not as a tool, but as a new way of working. AI and data are embedded across our value chain, powering smarter decisions, better service and more personalised experiences.
Through our global AI Lab, we are advancing over 100 AI use cases – live or in development – that support our strategic priorities: improving customer experience, enabling smarter distribution, and expanding access to quality healthcare. Every employee – from frontline teams to the Group Executive Committee – is part of this journey. Through dedicated AI training, we are reskilling and upskilling our workforce for this AI-driven world.
Our approach to AI is guided by a robust governance structure, anchored in our Responsible AI Framework and ethics principles. It is supported by cross-functional AI Working Group (AIWG), which ensures human oversight, protects data privacy, and ensures responsible design and deployment of AI solutions.
Data privacy is central to our operations. We manage personal data with the highest standards of security and compliance, in accordance with our Privacy Notice. Our governance frameworks ensure that customer information is handled responsibly, transparently, and in line with global regulations.
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Learn about the other ways we are executing our strategy.
Driving customer acquisition and loyalty by curating personalised propositions and seamless journeys.
Equipping the next generation of agents with technology-led support and solutions while strengthening partnerships.
Expanding our role in health, connecting customers to care and solutions that improve outcomes.
Investing in our people so they can connect, grow, and succeed with us
Enabling expertise, scale, and long-term value creation.
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Contact details for M&G and Prudential UK customers and policyholders
For M&G and Prudential UK customers and policyholders:
In October 2019, Prudential plc separated its UK operations and, as a result of this separation, Prudential UK is now owned by M&G plc. The M&G plc group is a separate, independent group and as such we are not able to help any M&G or Prudential UK customers or policyholders.
Therefore, to find the best way to make contact, please visit www.pru.co.uk/contact-us
For further information on the M&G plc group, please visit the M&G website: www.mandg.com
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