Investor Presentaiton

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 Sales Illustration System & WeChat-based Tool & Instant Buy AIA One App AIA U Online & WeChat-based Tool Excellent AIA 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

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