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Investor Presentaiton

Emphasis on digital across customer touch-points New business / purchase Digital sales journey - End-to- end digital sales, from prospecting till conversion SVAR Policy servicing - Digital Renewal collections 87% based on renewal premiums and 97% based on NOP eCCD Chat PCV1 and AVF¹ - 55% digital pre-conversion verification Maturity payouts - Email, WhatsApp and customer portal 'My Account' enabled to upload necessary docs Customer interactions TnstA Seamless support experience ~9.3 mn queries handled by instA (virtual assistant) - HOPE Life Mobile app - Significant increase in mobile app usage. 1.1 mn total users Employee / Partner engagement Physical training - 3,500+ distributors attending training programs daily Gamified contests - Launched to drive adoption of digital engagement initiatives Telemedicals - 35% of the medicals done through tele- medicals LifeEasy - 100%² eligible claims settled in 1 day; Claims initiation process also enabled through WhatsApp Insta Serv 2.0 InstaServe - OTP based policy servicing tool to handle customer queries Insta PRL Agent on-boarding - Insta PRL enabling digital on-boarding of agents. ~24K applications logged HI! WORK Uninterrupted customer assistance - Work from home enabled across the organization; Access to Microsoft Teams, Citrix RPA -Robotic Process automation handled 330+ processes remotely 24*7 self-service options - 95% of chats are self-serve via chat-bot Employee engagement - Video conference based skill building sessions with digital partners (Twitter, Google, Facebook) INSTAinsure InstaInsure - Simplified insurance buying through a 3-click journey Contact centres - Branch staff replacing call centre agents Branches - Daily tracking of employee and agent safety Partner trainings - Conducted via digital collaboration tools 23 1. PCV: Pre-conversion verification; AVF: Application Verification Form 2. Claim settlement ratio through LifeEasy (online) and WhatsApp platform, as on 30 June 2022 Quality of Profitable distribution Diversified leading Market- Reimagining Board and growth mix insurance innovation managemen HDFC Life
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