Investor Presentaiton

SBERBANK 170 YEARS. BY YOUR SIDE ANNUAL REPORT RETAIL BUSINESS 2011 A 26 P management report As a result, by the end of the year, the Bank, in collaboration with its partner insurance companies, was in a position to offer an extensive range of insurance programmes, including: life and health insur- ance; accident and illness insurance; pledged property insurance; domestic and international travel insurance; card fraud insurance; and cumulative and unit-linked life insurance. More than 2.7 million clients, including over 10,000 corporate cli- ents, benefited from our insurance programmes in 2011. With about 2.1 million clients, voluntary life insurance proved to be the most popular insurance product. All the insurance programmes we offer are voluntary. Clients can turn down any of the policies we offer without the risk of being denied access to any banking services. In 2011, the Bank introduced a re- fund scheme for clients withdrawing from voluntary life and health insurance programmes. The Bank also offers assistance to clients in difficult insurance-related cases. Sberbank has acquired a life insurance company, which will be used as a base to further expand our insurance product offerings. The division will focus on cumulative and unit-linked life insurance. In addition to traditional life insurance products, the Bank offers mandatory pension insurance to its private and corporate clients. Over 250,000 policies were sold in 2011. Other banking services Sberbank also offered other services to retail clients in 2011: - Foreign exchange transactions - foreign exchange transactions were performed at over 9,000 Bank outlets and amounted to the equivalent of USD 15.6 billion. Selling coins of precious metals-within "Worldwide Coins - though Sberbank of Russia" programme more than 1.2 million coins were realised. Leasing individual safety deposit boxes-241,000 safety deposit boxes are available at over 1,000 outlets. - Paying grants and copyright royalties under agreements with charity foundations - the aggregate volume of payments amount- ed to around USD 600,000 in 2011. - Selling lottery tickets under agreement with Sportloto LLC to sup- port the Sochi 2014 Winter Olympic and Paralympic Games. Retail sales and services The Bank continued to develop its full service telephone contact cen- tre to provide round-the-clock customer support via telephone and through other multimedia channels across Russia. A new platform in Volgograd was added in 2011 to the existing four platforms operat- ing in Moscow, Voronezh, Ekaterinburg and St. Petersburg. The total number of employees in the centres increased from 833 to 1,760. The growing number of calls handled each day (which increased from 57,000 in 2010 to 132,000 in 2011) serves as proof of the high level of demand for call centre services. Despite the rapidly expanding workload, the contact centre remains a high performing business unit: two thirds of all calls are answered within 40 seconds. We are actively developing our remote sales channels to ease the workload on service outlets and simplify operations for customers. Over the reporting year, the percentage of transactions processed through remote channels grew from 57% to 71%. The number of cash machines and payment terminals increased 1.3 times in 2011 to reach 56 thousand. The number of active users of our Mobile Bank service soared to 5.3 million or 3.8 times the figure from 2010, while the number of customers using Sberbank Online rose to 2.4 million or 3.4 times what it was in 2010. 170 YEARS. IT'S JUST THE BEGINNING WWW.SBERBANK.RU 27 ^ management report

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