View all
Technology & Operations
The catalysts for innovation, resilience, and long-term success.
Technology and Operations are the backbone of Prudential’s digital transformation — powering the platforms, processes, and experiences that help our agents serve customers better, faster, and more intuitively.
Our strategy is focused on building an AI-first, digitally enabled infrastructure that supports every stage of the customer journey. From onboarding and servicing to claims and advice, we’re streamlining operations and embedding intelligence to deliver seamless, personalised experiences across channels.
This transformation is company-wide. By aligning closely with Agency, 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.
We’re also investing in automation, data, and cloud capabilities to future-proof our business and unlock new opportunities for growth. These foundations not only improve efficiency — they empower our people to focus on what matters most: delivering value to customers.
Prudential is embedding AI and data across our business value chain to drive innovation, efficiency, and customer-centricity. Through our global AI Lab, we are scaling over 100 AI use cases - live or in development - that support business priorities across distribution, health, operations, and customer engagement. To build a future-ready workforce, we’re also upskilling all our employees, including the Group Executive Committee, through dedicated AI trainings.
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 and Cookies Policy. Our governance frameworks ensure that customer information is handled responsibly, transparently, and in line with global regulations.
Continue reading
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.
Contact details for M&G and Prudential UK customers and policyholders
