#1HEALTHIER, LONGER, AIR BETTER LIVES TDA at AIA Transforming AIA through Technology, Digital and Analytics 22 November 2021 (8 8 Ollli ΑΙΑ 8.#2Disclaimer This document ("document") has been prepared by AIA Group Limited (the "Company", and together with its subsidiaries, "AIA" or the "Group" or "AIA Group") solely for use at the investor update presentation held on 22 November 2021 (the "Presentation"). References to "document" in this disclaimer shall be construed to include any oral commentary, statements, questions, answers and responses at the Presentation. No representation or warranty expressed or implied is made as to, and no reliance should be placed on, the fairness, accuracy, completeness or correctness of the information or opinions contained herein. The information and opinions contained herein are subject to change without notice. The accuracy of the information and opinions contained in this document is not guaranteed. None of the Company nor any of its affiliates or any of their directors, officers, employees, advisers or representatives shall have any liability whatsoever (in negligence or otherwise) for any loss howsoever arising from any information contained or presented in this document or otherwise arising in connection with this document. This document contains certain forward-looking statements relating to the Company that are based on the beliefs of the Company's management as well as assumptions made by and information currently available to the Company's management. These forward-looking statements are, by their nature, subject to significant risks and uncertainties. When used in this document, the words "anticipate", “believe”, “could”, “estimate”, “expect”, “going forward”, “intend”, “may”, “ought” and similar expressions, as they relate to the Company or the Company's management, are intended to identify forward-looking statements. These forward-looking statements reflect the Company's views as of the date of the Presentation with respect to future events and are not a guarantee of future performance or developments. You are strongly cautioned that reliance on any forward-looking statements involves known and unknown risks and uncertainties. Actual results and events may differ materially from information contained in the forward-looking statements. The Company assumes no obligation to update or otherwise revise these forward-looking statements for new information, events or circumstances that occur subsequent to the date of the Presentation. This document does not constitute or form part of, and should not be construed as, an offer to sell or issue or the solicitation of an offer to buy or acquire securities of the Company or any of its subsidiaries in any jurisdiction or an inducement to enter into investment activity. No part of this document, nor the fact of its distribution, shall form the basis of or be relied upon in connection with any contract or commitment whatsoever. No securities of the Company may be sold in the United States or to U.S. persons except pursuant to an exemption from, or in a transaction not subject to, the registration requirements of the U.S. Securities Act of 1933, as amended. In Hong Kong, no shares of the Company may be offered by the Company to the public unless a prospectus in connection with the offering for sale or subscription of such shares has been authorised by The Stock Exchange of Hong Kong Limited for registration by the Registrar of Companies under the provisions of the Companies Ordinance and has been so registered. The information herein is given to you solely for your own use and information, and no part of this document may be copied or reproduced, or redistributed or passed on, directly or indirectly, to any other person (whether within or outside your organisation/firm) in any manner or published, in whole or in part, for any purpose. The distribution of this document may be restricted by law, and persons into whose possession this document comes should inform themselves about, and observe, any such restrictions. Throughout this document, in the context of our reportable market segments, Hong Kong refers to operations in Hong Kong Special Administrative Region and Macau Special Administrative Region, Singapore refers to operations in Singapore and Brunei, and Other Markets refers to operations in Australia, Cambodia, India, Indonesia, Myanmar, New Zealand, the Philippines, South Korea, Sri Lanka, Taiwan (China) and Vietnam. AIA 2#3Delivering Sustainable Shareholder Value AIA 1 TDA amplifying AIA's 2 competitive advantages to drive: 3 Growth Productivity ▪ Efficiency CO 6 4 LO 5 Future proof Premier Agency and industry-leading partnerships Digital-led models capturing new customer segments Compelling propositions meeting growing customer needs Customer engagement and analytics improving claims & risk management Leading customer experience driving loyalty and increasing share of wallet Scalable operations and digital platforms enhancing efficiency Extending AIA's strong track record of growing: ☐ VONB Earnings Cash 3#4Digital and Analytics Powering Agency Value Chain ལ 1 Recruit Train Leading Digital Tools with High Agent Adoption Manage Prospect Technology, Digital and Analytics Enablers Aptitude assessment Performance prediction Agent-leader assignment Tailored career pathways Al-assisted interviews • Fast-track development ■ Activity management Real-time tracking Performance management ☐ Sell Service Digital leads generation Leads nurturing Agent-customer matching Personalised offers Tailored coverage Needs based advice Digital servicing, claims Financial Health Check Lifestyle event triggers Scale Number of new recruits ↑ Agent retention Productivity Agent productivity ↑ MDRT members Lifetime Value ↑ Customer upsell / Repurchase rates ↑ Agent incomes AIA 4#5Expanding Customer Reach through Digital-led Partnerships AIA Segmented Propositions Digital-led Bancassurance Comprehensive Product Suite Digital and Face-to-Face Advice Engagement Content and Services Partner Integration ■ APIs and digitally-enabled customer journeys ■ Data-driven and simplified underwriting " Jointly developed propositions Digital Platform Partnerships Customer-led Lifestyle Propositions Agile, Test and Learn Approach Technology, Digital and Analytics Enablers Analytics-enabled Leads Generation ■ Data-driven marketing Using data from AIA, partners and external Propensity models to design targeted offers Customer Preferred Purchase Journey Digital completion with assisted closure ■ Face-to-face advisory for more complex sales ■ Remote selling capabilities Productivity ↑ Lead generation Conversion rates / Seller productivity New Digital Growth Opportunities No. of new customers acquired digitally Follow-on sales and lifetime monetisation Shared Value Partnerships ↑ VONB Partner commission income 5#6Difficult to Replicate Compelling Propositions Helping People Live Healthier, Longer, Better Lives ΑΙΑ Lower claims Greater persistency Improved margins AIA AIA Vitality Creating Shared Value Outcomes Unique Health & Wellness proposition Incentives to become healthier Health & Wellness Ecosystem Range of value-added services ■ Best-in-class partners exclusive to AIA AIA Society Reduced healthcare burden Improved productivity AIA Vitality e-e Members Positive health outcomes Better value insurance Ecosystem services availability Utilisation and engagement levels Behavioural change Integrated product structure ■ Services focused on clinical efficacy End-to-end health journeys Digital experience with rich functionality Seamless digital integration AIA Vitality members AIA Vitality integrated VONB Experience surplus Persistency and repurchase rates CO 6#7Leading Customer Experience Driving Business Outcomes Learn Buy Service Claim Financial Health Check Digital on-boarding process Product recommendations ■ Robo-assisted advice ■ Intuitive digital journeys Al-powered assistant Simplified submission ■ Al-enabled instant claims ■ Agent-customer matching ■ Personalised advice and offers Digital health services ☐ Optimised care pathways Technology, Digital and Analytics Enablers Human- centred 皇 *** Automation AI / ML journeys Real-time feedback Customer data mart אור Integration with agency tools Service Leading customer journeys with relentless focus on simplicity, timeliness and reliability Turnaround time speed Net Promoter Score (NPS) Engage Compelling and engaging propositions with integrated and exclusive services Digital platforms monthly active users ↑ Leads generated Grow Improved persistency, larger case sizes and more products per customer ↑ Customer retention ANP from existing customers 7#8HEALTHIER, LONGER, AIR BETTER LIVES Appendix#9Our Purpose: Helping People Live Healthier, Longer, Better Lives Leading Customer Experience Seamless omnichannel customer experience with best-in-class engagement Strategic Priorities Unrivalled Distribution Scale capacity and productivity through digitalisation and advice-centric models Compelling Propositions AIA Be the leading provider of personalised advice and innovative solutions World-class technology Step Change in Technology, Digital and Analytics | Customised and digitally-enabled journeys | Data and analytics powering everything we do Organisation of the Future Financial Discipline Simpler, faster, more connected Sustainable long-term shareholder value driven by clear KPIs Structural Growth Drivers in Asia Unprecedented Significant need for wealth creation 9 private protection Rapidly shifting consumer mindset Pervasiveness of new technologies Embracing purpose, sustainability and resilience#10Technology Cloud Adoption Enabling Our Businesses Industry-leading Cloud Adoption 62% Modern Applications 70% 56% Industry average 24%(1) 15% 4x Cloud Adoption in 12 months Jun 2020 Sep 2021 Sep 2020 Supporting Innovation through Agility One-stop Catalogue, provisioning of Cloud services accelerated by 200x, meeting business demands for agility Scalability Supporting Business Demands 1.3bn policy transaction records per month Reduction in business risk by eliminating end-of-life technologies from application estate Sep 2021 Improved Customer Experience with Straight-through Processing 35% Delivering Results AIA China AIA ■ 63% Cloud adoption ☐ 81% of transactions processed straight through Infrastructure delivery time reduced from 90 to 1 day Enabling rapid business expansion AIA Singapore 75% Cloud adoption ■ 80% reduction in back-end data transfer latency, from 15 to 3 minutes 53% AIA Thailand ■ 61% Cloud adoption More than half of customer transactions processed straight through with no human intervention Jun 2020 Sep 2021 System availability of 99.99% exceeds insurance and retail banking verticals benchmarks (2) Notes: (1) Sources: 2021 Forecast from BCG FSI Cloud Benchmark (2) System availability in Sep 2021; ISG >90% decrease in incidents compared to 2020 on-premise Highly-available applications driving improved customer experience AIA Vietnam 96% Cloud adoption 60% reduction in application development time - My AIA was launched as a personalised customer touchpoint Agility enabling improved customer experience 10#11Digital – Customers - Continued Enhancements to Improve Digital Experience 9:41 Human-centred design approach AIR for the best-in-class customer experience Good morning Zico How can we help you today? App Store Rating of AIA Service App 4+ Market-leading service journey with relentless focus on simplicity, timeliness and reliability 10:04 10 CONTACT DETAILS Claims Payment 100% Claims paid digitally in CN, MY, VN, INDO, AU & KR 5:230 Hi, TEST 2,800 pts> ZZ Expanding AIA Vitality with new services and new markets 100% Help AIA 17,200pts to Gold VONB >$1.6bn from AIA Vitality integrated products 2018 to 1H 2021 Use vouchers Earn points Workout tracker Notification ☐ Submit claim Pay premium Explore policies Contact us What's new Till 31 June 2021 Express! Receive up to 50% See all Breakout protection 0 回 V Discover Portfolio Health AIA Vitality Meru HK, SG, MY, TH, VN In-force Registered Customers ~9.1m in 13 markets CHANGE OF CONTACT You can view and manage all your contacts Policy(ies)/Account(s)/ AIA Vitality Member Name that use the following contacts: AIA VOLUNTARY HEALTH INSURANCE PRIME SCHEME B623940275 Change of contact is not applicable to terminated suspended, matured and surrendered policy(ies) Claims Submission 72% Claims submitted digitally CONTACT INFORMATION Mobile 85224369485 No. of Customer Apps Launched 5 Email [email protected] ADDRESS INFORMATION CORRESPONDENCE ADDRESS 6/F., Hopewell Centre, 183 Queen's Road East, B 4 Service Apps Health & Wellness Apps New service apps launched in CN, TH, PH & VN ■ Cohort research and heuristic analysis to understand customer preferences Wan Chai, Hong Kong Service -68% Service requests submitted digitally Automation of business processes including claims and service requests Improved experiences driving increased adoption Assessments Challenges Active Challenge Blood Donation Earn up to 200 pts -> See all See all Active Challenge Rais mo 13x 400 pts 2 days left 9 days left 0 pts 200 pts 0 pts Get 1 voucher 个 Get Ear 1 voucher 50 Rewards B ashboard Assessments Challenges Rewards See all 1st in the Insurance Market to Launch Al Food Scoring >1.3m Active AIA Vitality members across 10 markets AIA Vitality @home series launched featuring online events and ways to participate in the programme from home Incentives for COVID-19 vaccinations with over 57k vaccinations logged through AIA Vitality 11#12Digital - Premier Agency Enhancing Prospecting and Selling E-Submission Swiftly enabling agents to sell products remotely AIP Capture Doc... E-Signature E-Submission PProposal-26-08-2021.PDF PE-App-26-08-2021.1 PClient Declaration www.f 36.218.99 1,200.00 PCBC-26-08-2021.PD insured: sha Sha Owner: sha Sha Do you want a cop PProduct summary-26-08-2021.PDF Yes Local Sign Download Signat E-S < Information The forms are successfully sent to the Policy Owner for Remote Signature! Adoption of Point- of-Sale Platform 100% CN, TH, SG, MY, PH & CB Adoption of Point- of-Sale Platform 98% P. Uplift in digital agent recruitment process 15:29 JESSICA TAN MEI WEI PERFORM ACTION AIA China N 91010101234ten C123456789 P STATUS: RECOMMENDED CANDIDATE'S PROGRESS: www THIS CANDIDATE IS RECOMMENDED FOR PEMEACADEMY Interest Assessment Interview Remarks THIS CANDIDATE IS INTERESTED IN: PREMER ACADEMY APPLICATION WELCOME JESSICA TAN MEI WEI! AIA Group THE FOLLOWING TASKS REQUIRE YOUR ATTENTION LEAD (10) APPLICATION (2) CONVERSION (1) OK Do you want a copy of your CBC via Email? Yes Local Sign No Remote Sign E-Submit- B Use of Remote Sales Capabilities >50% PH -38% AIA Group Note: Data for the 9-month period ended 30 September 2021 unless otherwise stated WHAT WOULD YOU LIKE TO VIEW TODAY LEAD APPLICATION CONVERSION DASHBOARD DASHBOARD DASHBOARD SYSTEM INTERRUPTION 100% New advisors recruited digitally AIA Leveraging social media marketing for sales leads generation Welcome to Agent Content Hub a SMART WAYS TO SPEND YOUR 13TH MONTH PAY AIA China >650k Leads generated through social media platform Most Popular Newes PAY OFF YOUR DEBTS BUILD YOUR PROTECT YOUR EMERGENCY FUND FINANCIAL FUTURE AIA Malaysia 100% New agents recruited digitally Shared from O AIA Hong Kong 98% New agents recruited digitally Everyday: anti-oxida 2021-05-19 Healthier Longer Better Life s important nutrients such as a are some sources where you amazing nutrients! What if yo rewards, while living healthy? Philam Vitality Mamed without Kids Young Professional 20 自 3 smart ways to spend your 13th month pay Description 1 Description 2 One of the things we all look forward to every year is getting our 13th month pay! Check out these smart ways to spend your 13th month pay na mas makakatulong para sa'yo Share AIA Malaysia >535k Leads generated through social media platform AIA Singapore >390k Leads generated through social media platform since Jan 2020 12#13" AIA China Premier Agency - Fully-digitalised Agency Value Chain Recruit i-Recruit Prospect segmentation Precise recruitment Pipeline management ☐ Train 100% Digital Tool Adoption e-Academy Comprehensive online programmes Online broadcasting platform Customised need- " ☐ Seamless end-to-end based training onboarding process programme ☐ " Manage Prospect Sell Paperless Comprehensive Data Capture Master Planner Ying Jia Tuo Ke & E-Tou (Lead generation tools) Instant Buy 266,134 Modules for leaders, agents and management Large-scale social media leads generation Fast & seamless end-to-end digital sales platform ◉ ◉ Real-time activity ◉ Segmented digital and result tracking contents and products Remote digital sales via Air Sign ◉ " Predictive performance management Leads management system Industry leading double recording system Service i-Service 으으 ° ° AIA Premier Agency Productivity 4.1x of major competitors in 2020 One-stop platform Agents serve customers anytime, anywhere Simplified online submission MDRT Members 3,283 +22% in 2021 100% Utilisation (100%) Utilisation >70%) Agent Utilisation for CRM (>650k) Digital Leads Generation 100% Utilisation 390K Monthly Volume Service Note: Data as of September 2021 unless otherwise stated (>90%) Leader Utilisation for Management ANP Converted 841m) from Digital Leads (RMB) Educational Qualification >80% College and above 13#14AIA AIA China - Leading Customer Experience End-to-end Customer Digital Journey with Best-in-class Experience Learn Buy Service Claims Enterprise feedback platform with real-time follow-up to continuously elevate experience Ying Jia Tou Ke, Wellness & WeChat-based Tool Sales Illustration System & Instant Buy AIA One App AIA U Online & WeChat-based Tool Excellent Customer Experience • ■ # Digital tools and social media for awareness and learning Targeted engagement - Digital content and e-campaigns Coverage calculator Product affinity - Recommendations based on customer needs and segments ◉ Seamless and end-to-end Instant Buy - Dynamic questionnaire and pre-underwriting Instant pending case handling Remote completion via Air Sign Double recording with intuitive experience Digitalised welcome call " One-stop service platform with human-centered design Integrated Health & Wellness proposition & platform - Digitalised customer engagement Customised wellness solution Integrated online and offline service journey with in-house medical network ☐ Simplified online submission Instant claim pending case handling Instant claim case closing and online payment Optimised care pathways Net Promoter Score and Customer Effort Score No. 1 For 4 consecutive years AIA Wellness App Rating 4.7 (>650k) (841m 100% 67% 92% 90% 87% (100%) Digital Leads Generation ANP Converted from Digital Leads (RMB) Instant Buy Adoption Straight-through Processing E-submission Straight-through Processing E-submission Claims paid digitally Note: Data as of September 2021 unless otherwise stated 14#15AIA Malaysia - Premier Agency End-to-end Digital Agent Journey to Enable Greater Productivity AIA Recruiter Recruitment and onboarding tracking RECRUIT EVO via AIA Life Planner App SERVICE ΑΙΑ Premier Agency One-stop Platform Enabled by AIA Life Planner App for Life Planners and Leaders SELL iPoS With remote signature and online payment capabilities New agents 100% recruited digitally Personalised 100% development through iLearn Notes: Data as of September 2021 unless otherwise stated (1) Based on cumulative agents using iCari over cumulative active agent count for the 9-month period ended 30 September 2021 AIA LIFE PLANNER Q SET PERSONAL ANEVE AL TRAIN AIA LIFE PLANNER APP: Anchoring Digital Platform for Life Planners and Leaders GAMIFICATION Driving the right behaviours 28 MANAGE IMPROVE YOUR SKILLS WITH AIA TRAINING COURSES AIA iLearn All-in-one learning platform eSales Builder via AIA Life Planner App PROSPECT iCari Life Planner Resource Centre 86% Agents using iCari(1) 100% Adoption of iPoS 15#16AIA Malaysia - Customer Experience Personalised Omni-channel Experience Powered by My AIA MAIA ΑΙΑ Customers Powered by My AIA App My AIA 1.1m registered users Note: Data as of September 2021 unless otherwise stated Customers via corporate website Agents via iCari REPURCHASE LEARN BUY CLAIMS SERVICE Powered by My AIA ■ AIA Vitality ■ Telemedicine Nutrition Digital leads >400k generated in 1H21 ENGAGEMENT AIA Enabled by Financial Health Check " Agents via iPOS ZA Tech via digital partners Self-Serve via My AIA Automation of wide range of policy and claim services for seamless customer experience 4.2 App store rating 92% Claims submitted digitally Claims 100% paid digitally 16#17AIA Singapore - Premier Agency ¡SMART: New Source of Lead Generation via Digital Engagement AIA ¡SMART powered by Analytics-backed insights RETIREMENT CAMPAIGN IS LAUNCHED! IMPORTANT MESSAGES Comprehensive platform for lead generation, nurturing and management to improve sales conversion Customer profiles and campaign leads with Next Best Needs insights ■ Resource hub with digital content to be shared via social platforms ■ Customised URL to track and amplify reach, with leads prompted sent back to agents' ¡SMART + Timely and relevant digital hook products, campaigns & digital content On-going Campaign - Free COVID-19 Vaccine Cover GETTING THE COVID-19 VACCINE? We're here to support you as you take this brave step!- GET FREE COVER! Contact me to get an application link or to earn mor AIA CO VACCINE VER A COVID-19 UP TO $1,000 HOSPITAL INCOME^ Receive $500/day (up to 2 days) if you are hospitalised due to COVID-19 Vaccine complications. "Minimum 24-hour Hospital Stay is required. CONTINUED COVERAGE AGAINST COVID-19 Get $500 (lump sum) hospital cash if you are hospitalised due to COVID-19. IT'S FREE! (Limited policies available) Open to all Singapore Residents aged 2 weeks to 65 years old (Last Birthday) Apply by 30 April 2021 and enjoy a fuss-free cover till 31 December 2021. "T&Cs apply. Please refer to the application website for full details Protected up to specified by SDIC FREE COVER FOR COVID-19 VACCINE COMPLICATIONS Get up to $1000 hospital cash FREE TRAVEL INSURANCE ENJOY UP TO $25,000 PERSONAL ACCIDENT BENEFITS AND MORE! My Dear one SOMETIMES, THE GREATEST GIFT IS CARE AIA Gift Of Care AIA Travel Awesome Campaign. Free Teleconsultation Free Travel Product BUILD YOUR GET FREE DENGUE DENGUE INSURANCE DEFENCE COVER No purchase required! II = New source of lead generation >70% Agents using iSMART per month >390k AIA Cover Your Rediscovery Digital leads generated since Jan 2020 Free cover against Dengue Fever. Free PA Plan that covers outpatient visits, VACCINATED YET? Loss of portables devices & ADB Do you know? MOH has just introduced the Vaccine Injury Financial Assistance Programme ("VIFAP") that gives you payouts due to serious effects caused by the COVID-19 Vaccine! SGD 89m ANP generated from digital leads since Jan 2020 Note: Data as of September 2021 unless otherwise stated Click to download image Click to domed GF Click to download QF 17#18AIA Singapore - Customer Experience Claims EZ and My AIA: Seamless, Cashless and Care-free PRE-AUTHORISATION Enjoy greater peace of mind with AIA Health Shield pre authorisation at any private spoelalist clinic or hospital when you get your medical bill pre-approved bafarn admission ar sungary. Important Note: Pre-authorisation is necessary only if your doctor has confirmed that you require a surgery ur admission. wh + INSURED / PATIENT DETAILS NRIC/FIN/Passport No. Enter NRIC FIN/Pasapart No. Date of Birth DD-MMM-YYYY CONTINUE 回 WELCOME THOR AGILE My Plan Type: AIA HealthShield Gold Max B My Policy Number: H883344666 Customer uses Claims EZ for pre-authorisation request Online submission for doctors and patients Al engine for STP eFile Online submission of claim Al Engine for STP AIA ← BACK SUBMIT A CLAIM INDIVIDUAL INSURANCE Agent uses Claims EZ to assist customers to settle pre-post hospitalisation bill Online submission Remote Authentication Al Engine for STP Instant disbursements via PayNow HEALTHSHIELD & PRE / POST HOSPITALISATION Claims made on your AIA HealthShield Gold Max Integrated Shield Plan MEDICAL INSURANCE ONLINE ACCIDENT & HOSPITALISATION Claims arising from Accidents Emergencies and Hospitalisation WCCIDENT PROTECTION AIA QUALITY HEALTHCARE PARTNERS AIA HEALTHSHIELD PRE-AUTHORISATION TELEMEDICINE BROWSE HEALTHCARE PARTNERS Customer uses healthcare app to look for panel doctors and make appointment via concierge service Healthcare partners Online appointment booking Al Engine Al-driven smart claims decision engine Supervised machine learning Continuous learning Customer is kept informed via My AIA Claim EZ for claim submission and status update eCorrespondences ***** Agent checks claims status with My AIA Claim status check Live chat STOP ONVICING 18#19Tata AIA Life - Partnership Distribution Multi-dimensional Integration for Seamless Customer Onboarding Lead capture - partner CRM, referral & ECM Product selection Suitability analysis AIA Business Sales (ANP) 195% CAGR (FY18-21) } W +39 pps Profitability (VONB margin) Increase Match scores with non-medical limits, tele- medical & financial grids and inform customer of eKYC through API/OCR Quotation & policy number generated (FY18-21) Premium payment online through gateway ~30 mins journey time medical/financial waiver Issuance System transfers data to TPA & customer receives call for telemedical underwriting Customer completes application form, medical fixed for medical cases p Application form submission OTP validation for application form Productivity 2.2x Growth (FY18-21) ↑ Document upload financial documents waived if Bureau score matches financial grid Wallet Share (vs. two peers) +18 pps Increase (FY18-21) Note: Performance of one of Tata AIA Life's bancassurance partners post launch of remote sales, presented on the 31 March financial year-end basis 19#20AIA Korea - Digital Platform Partnerships New Models, New Growth Acquire new customers and increase conversion through personalised digital engagement AIA ΑΙΑ Digital Platform ΑΙΑ Partners SK telecom AIA Vitality SAMSUNG Galaxy Buy Now Samsung Galaxy smartphone and watch programme AIA Vitality as the Health & Wellness partner in T Universe, SK Telecom's newly-launched subscription platform SAMSUNG CARD SAMSUNG Co-branded AIA and Samsung Card credit card Social Media Platform VISA VISA ☐ Loan protection offering through CreditShield Drive customer acquisition Higher insurance conversion Strengthen Health & Wellness Ecosystem Higher uptake for partner products/services Higher retention Complete Purchase Drop-off Reminder Assistance Special Offer % Additional Offer Greater sales conversion through personalised offers and omni-channel closure Direct Marketing Lead Contact Me Premier Agency Lead Direct Marketing Lead Premier Agency Lead 20 20#21AIA Vitality Shared Value Model Providing Significant Competitive Advantages ΑΙΑ Lower claims Greater persistency Improved margins AIA Integration with our product strategy and the data generated informs sustainable insurance rewards & product design INSURANCE ADMIN SYSTEMS Systems integration with over 100 partners across the region and a variety of categories including travel, healthcare & consumer technology PARTNER SYSTEMS AIA Vitality >20% Increase in AIA Vitality new members (1H 2021 vs 1H 2020) >70% Increase in AIA Vitality integrated product VONB (1H 2021 vs 1H 2020) AIA AIA Vitality Integrated / Non-Integrated VONB Growth (1H 2021 vs 1H 2020) Thailand 2.0x Overall 1.4x Hong Kong 1.9x Malaysia 2.6x South Korea 1.5x 田 Society Reduced healthcare burden Improved productivity AIA Vitality 8-0 Members Positive health outcomes Better value insurance AIA Vitality Markets Expanding Regional Digital Platform 10 markets live ★ launching next (1) Notes: Data as of Jun 2021 unless otherwise stated Results of AIA Australia in 2016-2019, based on the actual lapse experience (2) Results of AIA Thailand in 2020 (3) Source - AIA Australia In Hospital claims study INTEGRATED AGENCY IPOS SALES JOURNEY DIGITAL CUSTOMER EXPERIENCE HEALTH & WELLNESS ECOSYSTEM Integration with the agency sales journey and selling it is a minimum standard for Premier Advisor recognition Integration with Health & Wellness services that complement the programmes to drive engagement and support customers Members vs Improved persistency Non-members Persistency(1) +6% Bronze +28% Silver +50% Gold & Platinum Improved repurchase Members vs Non-members Repurchase Rates (2) +15% Bronze +73% Silver +119% Gold & Platinum ANP per Active Agent 3.8x 1.9x 1.7x 2.3x 1.5x m holmusk Healthway NATIONAL SLEEP Medical FOUNDATION Non-Vitality Active Agents HK SG PH AIA Vitality Active Agents MY TH 21#22One Experience A Data-driven Integrated Platform 1 Compelling Propositions by Target Segments Health & Wellness Retirement Wealth Management Legacy Planning 2 Tailored Nurturing & Engagement Activities Content U Health & Wellness Retirement ✓ Wealth management Legacy planning Event & Activities (Online & Offline) Sports activities Charity events Health consultancy Free Service & Privilege Proposition-based Service offerings & trial membership Financial privileges Health & Wellness 11 Wellness member programme Retirement Wealth Management Legacy Planning Build connection Prospect Develop interaction Prospecting: Responses / Behaviour Data AIP Online Tools & Hook Product Hook product purchase Health & Wellness Retirement Wealth Management Legacy Planning * Deepen insurance awareness Identify insurance needs Like Comment Share Like Participate Share Sign-up Redeem Share & referral Use tools 3 Precise Evaluation of Prospect Response & Preference via Data Analytics Insurance Tool FHC ☐ NBS Intention of meeting agent Hook product purchase DATA Leads Maturity Scoring System Customer Data Mart & Tagging System Content Acceptance Event & Activity Interaction Score Engagement Score Activity with Insurance Needs 360° View Prospect Data Prospect profile Prospect preference Hot Warm Score Cold 22 22#23One Experience Advanced Customer Data and Analytics 360° View of Customer Data Customer Data Policy, Financial, Claim, Health, Segment, Transactional, Behavioural ... Customer Tagging System Data Processing & Analytics Customer Facts Customer Tagging System General Tag Personal information Business Applications AIA Smart Leads Management Data Source Policy Administration System Digital Engagement Apps ... + Business Rules Statistical Tag Policy coverage Claim experience Data Types Structured, Unstructured, Voice, Image ... Personalised Underwriting & Claims + Algorithm Models Evaluation Tag Leads maturity Upselling opportunity Lapse possibility Customer preference Customer risk profile Existing Customer Marketing Risk Identification & Control 23 23#24One Experience A Customer-led Transformation to Unleash Value Large-scale Traffic from Multiple Channels Prospect Timely & wide-ranging digital contents & e-campaigns Digital partnerships Agent Personal Network Strong Nurturing & Engagement through One Experience ■ One Experience, an integrated platform for customised leads nurturing; precise and value-based CRM ■ Enabled by powerful customer data mart and tagging system to generate actionable insights Comprehensive Propositions + Tailored Nurturing & Engagement Activities AIA Social Media Matrix Leads Maturity Scoring System + Existing Customer Affinity Scoring System Effective Conversion & Unleashing Customer Value AIA Provide sales toolkit, seamlessly integrated with agency platforms Robust leads assignment & customer-agent mapping engine to enable better conversion Digital Sales Tools Hot leads Existing customers Profile and preference Other insights Smart Agent Assignment Model Existing Customer Third-party Platforms Specific ECM Campaign Auto-event-trigger System Hot Warm Cold Data Customer Data Mart and Customer Tagging System 360° View of Customer Data Collection Data processing & Analytics Tagging System AIA social media matrix Third-party platforms Hot Leads Management System Assigned New Agent Agent personal network Existing customers Existing Agent 24