Firstly I did not realise how bad the Prudential had become until I started to read the comments below. It would appear that Pru really do not car in the slightest about their existing customer base. My story is really the same as below, I have been with the Pru with various services over the past 35 years. However having now moved to Australia I am trying to deal with them using their secure message system. Well after approx 1 month I still have no answer to my initial question and have been passed around / ignored. I will continue to request an update EVERY day in the hope I will finally get someone who cares. Such a shame for what appeared to be such a great company all those years ago!