Digital Transformation and Health & Wellness Journey

Our agents in Singapore benefit from many of the tools you have heard about from Fisher and Ben. Particularly, I will focus on digital engagement through social media channels and our remote sales capabilities. We have integrated social media marketing capabilities directly into iSMART, creating new and compelling ways for our agents to attract and engage with new customers. Our vision is to transform every agent into a "Social Chief Marketing Officer". And all of this happens within iSMART, with capabilities supporting social media marketing and lead management. We provide agents with curated digital marketing content that is easily shareable across a range of social media and messaging platforms. And we back that up with analytics-driven customer insights that support greater customer personalisation and highly relevant products and offers. We use a highly efficient and systematic approach to lead generation, nurturing and management, which helps us to further improve sales conversion whilst delivering a superior customer experience. Agents are provided personalised links that can be shared with customers, enabling self-purchase of simple products on our AIA Now eCommerce platform in a few simple steps. The results have been impressive. More than 60 per cent of our agents share digital content every month. Over 390,000 digital leads have been generated since January 2020 generating 89 million Singapore dollars ANP. In 2020 iSMART won the MOBEX Gold award for Best Use of Mobile insurance services. - For our agents to convert leads seamlessly, we have a fully interactive digital sales platform with 100 per cent remote sales capability and fast policy issuance. This platform is integrated with Singapore GovTech services for greater speed and convenience while maintaining a high level of security. We use MyInfo to pre-populate customer info from Singapore's national identity database. This eliminates the need to submit hardcopy identification and remove manual verification steps to support faster turnaround times. We are the first insurer in Singapore to implement "Sign with Singpass" to digitally sign applications securely and conveniently. Our digital sales platform is further integrated with digital underwriter for immediate auto-underwriting and Pay EZ for fuss-free online payments, allowing us to issue policy contracts in less than two hours. Bill Lisle - Regional Chief Executive and Group Chief Distribution Officer The second pillar of our Unrivalled Distribution is our extensive portfolio of strategic partners across Asia, a unique and valuable asset for AIA. Our high-quality bancassurance partners have leading retail positions across many of our markets and provide access to over 150 million customers. The majority of our strategic bancassurance partners have over 10 years left to run, providing us significant potential for growth. Our new, digitally-led approach to bank distribution is addressing the limitations of the traditional in-branch sales model. We are deploying differentiated propositions centred around health, wellness and lifestyle related solutions, including AIA Vitality to drive customer engagement and affinity through online channels. As customer preferences evolve we offer more choice of how to purchase from face to face to fully online advice. Simple, streamlined and integrated sales processes deliver a frictionless customer journey so our partners can focus on creating value for their customers. We use data-driven marketing and propensity models to better target in-branch customers and provide broader access to previously untapped online credit card customers. Again, leveraging TDA we are creating sustainable long-term growth opportunities and productivity improvements for AIA and our partners. Page | 7

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