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2IndexChapterTopicSub-TopicObjective1Why choose Tata AIA•Strong Parentage•Best in Class Service•Claims ExperienceTo build confidence in the customer about choosing the right brand.Tata Means Trust2Best in Class Products•Need Based Solutions•Term Product•Par Products•Non-Par Products•Param Rakshakaran•Competition BenchmarkingMap the right product to the customer need3Process•Our Digital Process (Paperless & Non-Physical•UnderwritingGiving comfort of 100% Digital process during the pandemic4Customer FeedbackWhat our customer say about usBuild Trust5 Case StudiesSome High Value Cases & how they were handledEnhance your skills6About YouGroomingDisciplineChoreographyKey factors to building a healthy relationship

3Reasons for choosing Tata AIA •Tata group retains title of India’s most valuable brand, breaking US$20 billion brand value mark for first time*•7.5 lac+ employees•Operations in 100+ countries, across 6 continents •Largest non-bank owned life insurer•Fastest growing life insurer•27% growth in FY21 •24% CAGR in last 2 years•Ranked 5th with 7.6% market share amongst private players (as on Mar, 2021)•88%, 13th Month persistency validates customer’s trust in Tata AIA (as on 31st Mar, 2021)•AIA is the largest public listed Pan Asian life insurance group•Presence in 18 markets in the Asia Pacific region•Strong focus and expertise of Asian markets•Had total assets of US$291 billion (as of 30 June 2020)*Source: Jun 2, 2020 | Brand FinanceTata AIA comment is on Individual New Business Weighted Premium (IWNBP) basisRank and Market share is for FY21

4Reasons for choosing Tata AIA 0.08%Complaints Ratio86%13 Month Persistency FY th2151Net Promoter Score (NPS)1 DayAverage Servicing TAT75%WhatsApp Opt-In

5Reasons for choosing Tata AIA Tele MER & Video MER options for MedicalsDifferentiated Service for NRIsExclusive Business Insurance Desk100% Digital ProcessFor 1 crore and above Sum AssuredDoctor Teleconsultation Services

6Reasons for choosing Tata AIA Claim Settlement ratio for FY’22 –Q1, is 12 month rolling period ratio

7Best in Class ProductsLife CoverHealth coverDisability CoverLack of sufficient insurance cover leads to significant financial burden for the family. Having an insurance cover ensures 1) Income replacement 2) Cover for outstanding liabilities and 3) Funds for treatment and lifestyle changes in case of a medical exigency.As a nation, the pandemic has enhanced the awareness around Life and Health Insurance. We had always neglected 3 important aspects of protection.Life Cover :Life Cover is the most important aspect of protection for working individuals. It is recommended to have at least 10 times the annual earnings as life cover. Term plans offered bylife insurance insurers provide life cover at an affordable cost using term insurance plans. Term plans with flexible premium payment and durations of cover are available through which onelife insurance needs can be met.Health Cover : India is globally recognized for its quality of Doctors and Medical capabilities, yet we are underinsured when it comes to major medical expenses. Health insurance covers which provide a chosen cover amount on incidence of critical illnesses, on undergoing specific surgeries or on hospitalisation, are available with life insurers. Such plans are essential to savings of an individual which are at the risk of depletion in case a major medical emergency occurs and the subsequent cost of treatment.Disability Cover is the least prioritized protection cover with very few people having sufficient disability cover. India has one of the highest rates of accidents in the world and that leaves many people disabled for life. Accidental death and disability cover, often available as a rider, can be added to a regular insurance policy to mitigate the risk. It provides an amount in case of accidental death or disability of the insured and is available for a very small additional cost.Health, Wealth, and Protectionnow withTata AIA Life Insurance Plans & Comprehensive Protection & Health riders

8Payor Accelerator Benefit-50% SA paid on terminal Illness Multiple PPT/ Term optionsSystematic cover increase option (Life Stage Option)Comprehensive RidersADB / ATPD / CI / HCBNo maturity BenefitTerm Plan with Return of Premium (105% of total premium paid excl. loading & discount)Payor Accelerator Benefit- 50% SA paid on terminal Illness Flexible PPT/ Term options (PPT - Regular, 5, 10,12 and SP, PT 10 to 40 –Systematic cover increase option (Life Stage Option)Comprehensive RidersADB / ATPD / CI / HCBLife OptionLife Plus optionIncome start age 55,60 and 65 yrsIncome Rate 0.01% to –0.15% of the Base Sum assured per month in increments of 0.01%Payor Accelerator Benefit- 50% SA paid on terminal Illness Comprehensive RidersADB / ATPD / CI / HCBLife Income OptionPPT 5 & 10 yrs–PT 20 to 70 yrs–**Min Maturity age is 70

9Payor Accelerator Benefit-50% SA paid on terminal Illness Multiple PPT/ Term optionsSystematic cover increase option (Life Stage Option)Comprehensive RidersADB / ATPD / CI / HCBNo maturity BenefitTerm Plan with Return of Premium (105% of total premium paid excl. loading & discount)Payor Accelerator Benefit- 50% SA paid on terminal Illness Flexible PPT/ Term options (PPT - Regular, 5, 10,12 and SP, PT 10 to 40 –Systematic cover increase option (Life Stage Option)Comprehensive RidersADB / ATPD / CI / HCBLife OptionLife Plus optionIncome start age 55,60 and 65 yrsIncome Rate 0.01% to –0.15% of the Base Sum assured per month in increments of 0.01%Payor Accelerator Benefit- 50% SA paid on terminal Illness Comprehensive RidersADB / ATPD / CI / HCBLife Income OptionPPT 5 & 10 yrs–PT 20 to 70 yrs–**Min Maturity age is 70

10Plan at a GlanceLife Income OptionIncome will be available in Monthly mode onlyLSPO is not available in Life Income Option*Minimum Maturity age is 70Premium Paying Term (PPT)Minimum PPT Policy Term Minimum (PT)Maximum Policy Term (PT)Minimum Entry AgeMaximum Entry AgeIncome Start AgesMaximum Maturity AgeIncome Rate (Per Month)Limited Pay5 & 10 yrs20*70305055, 60, 65100 Yrs0.01% to 0.15% (in increment of 0.01%)

11Life Income Option354410011065Annual Premium`125,603*Life cover of 1 Crore from day 1AgeYear*The premium shown in the example and the illustration above are for healthy Male, standard life exclusive of applicable taxes, cesses & levies. Kindly refer the sales illustration for the exact premium. Rider charges are not taken into account in this illustration.Your Customer35 year old married with dependent child(ren)Wants to buy a term plan for the following reasonsa) The family should not feel the burden of the liabilities in case of untimely death b) Regular income post retirementLife Income Option | Policy Term Till age 100 | PPT 10 yrs––Income start age 60 | Income Rate 0.10% | Sum Assured 1 Crore –––2560Rs. 10,000 p.m. for whole of life55•Death at age 90•Rs. 36L income received -2.85x of Premiums•Rs. 64L lumpsum death benefit is received•Receives 5.1x as Death Benefit

12Life Income OptionAge SA | Cover TillTALICHLIC7585901007585100351 CR 66,247 ,959 8 1 ,84 89 3 ,56 11 2 5 ,60 38 1NA NA 401 CR 92,640 104,625 1 0 6 ,05 01 2 6 ,92 61 5 0 ,99 1NA NA 451 CR 117,644 2,623 1 4 4 ,41 11 6 7 ,44 42 0 8 ,55 81 3172,017 219,461 352 CR 119,914 0,715 1 4 9 ,46 11 7 1 ,99 42 3 3 ,09 61 5NA NA 402 CR 168,436 182,152 1 9 5 ,61 52 3 6 ,41 52 8 1 ,75 1NA NA 452 CR 214,133 232,352 2 6 6 ,89 63 1 0 ,79 53 9 0 ,66 6315,108 402,018 TALIC cheaper than HLIC at most points (and for all points shown above)Cover till 75: ~ 20% cheaper for younger ages & 8-10% cheaper for older agesNote: Premiums are for Male| Nonsmoker| Income from 60 Yrs.| Offline rates

13Life Income Option•Multiple Monthly income options are available•Income start age options are 55, 60 and 65 | Values given below for income start age 60, PPT 10 and SA 1cr AgeMonthly IncomeCover till 75 Cover till 90 Cover till 100355K51,72378,5681,10,768455K88,9221,38,2051,81,8723510K66,24793,5611,25,6034510K1,17,6441,67,4442,08,5583515K80,7721,08,5541,40,4384515K1,46,3651,96,6822,35,243

14Sales PitchSingle ParentSafeguarding the future of your loved onesClient DetailsMeet Seema.She is a 35 year working woman and a single motherShe works in a private firm with an annual income of 20 lacsShe wants to ensure that her son does not have to financial depend on anyone and wants ensure that she does not have to depend on her child grow when he becomes independentSeema pays a premium of 2,62,305 for a ppt of 10 years and a policy term till age 100. The sum assured chosen is 2 croresShe choose the income start age as 55 and income %age as 0.15%In case something happens to her before the start of the income age, her child will get 2 crores.Once she reaches age 55, she will start receiving a monthly income of Rs 30000 every month (Rs 3.60 lacs p.a.) till his age 100In case anything happens to her during the Income Period, his nominee will receive the Sum Assured less all incomes paid out““

15Sales PitchSingle aged 45 and abovePlanning for expenses during golden yearsClient DetailsMeet Suresh M.He is 46 years old and lives with her spouse who is a home maker. He is a businessman with annual turnover is 45 lacs. His only worry is his spouse who is depended on his income. In case something happens to him she wont be able to run the business Suresh pays a premium of 5,89,008 for a ppt of 10 years and a policy term till age 100. The sum assured chosen is 2.5 croresHe choose the income start age as 60 and income %age as 0.15%In case something happens to him before the start of the income age, his spouse will get 2.5 crores.Once he reaches age 60, he will start receiving a monthly income of Rs 37500 every month (Rs 4.50 lacs p.a.) till his age 100In case anything happens to him during the Income Period, his nominee will receive the Sum Assured less all incomes paid out ““

16Sales PitchMillennialsWin Win PropositionClient DetailsMeet Raj Patnaik.He is 31 years of age and stays with his parentsHe earns an annual salary of Rs. 15 Lacs.He wants to buy a term to ensure that his mother is taken care of in his absence. He is also worried about his own well being during the golden yearsRaj pays a premium of 1,66,218 for a ppt of 10 years and a policy term till age 100. The sum assured chosen is 1.5 croresHe choose the income start age as 55 and income %age as 0.10%In case something happens to him before the start of the income age, his parents will get 1.5 crores.Once he reaches age 55, he will start receiving a monthly income of Rs 15,000 every month (Rs 1.80 lacs p.a.) till his age 100In case anything happens to him during the Income Period, his nominee will receive the Sum Assured less all incomes paid out ““

17Payor Accelerator Benefit-50% SA paid on terminal Illness Multiple PPT/ Term optionsSystematic cover increase option (Life Stage Option)Comprehensive RidersADB / ATPD / CI / HCBNo maturity BenefitTerm Plan with Return of Premium (105% of total premium paid excl. loading & discount)Payor Accelerator Benefit- 50% SA paid on terminal Illness Flexible PPT/ Term options (PPT - Regular, 5, 10,12 and SP, PT 10 to 40 –Systematic cover increase option (Life Stage Option)Comprehensive RidersADB / ATPD / CI / HCBLife OptionLife Plus optionIncome start age 55,60 and 65 yrsIncome Rate 0.01% to –0.15% of the Base Sum assured per month in increments of 0.01%Systematic cover increase option (Life Stage Option)Comprehensive RidersADB / ATPD / CI / HCBLife Income OptionPPT 5 & 10 yrs–PT 20 to 70 yrs–

18Life OptionPlan at a GlancePremium Paying Term(PPT)MinimumPPTMaximum PPTMinimumPolicy Term(PT)MaximumPolicy Term (PT)Minimum Entry AgeMaximum Entry AgeMaximum Maturity AgeLimited Pay5 yrs8010821865100 YrsRegular Pay1082Single PaySingle PayMinimum Basic Sum Assured`50,00,000#Low Cover is No Cover

19Life Option35381001465Death in Year 4Annual Premium`159,600*Life cover of 2 Crore from day 1AgeYearNominee will receive lump sum death benefit`2,00,00,000`*The premium shown in the example and the illustration above are for healthy Male, standard life exclusive of applicable taxes, cesses & levies. Kindly refer the sales illustration for the exact premium. Rider charges are not taken into account in this illustration.Your Customer35 year old married with dependent child(ren)Wants to buy a term plan for the following reasonsa) The family should not feel the burden of the liabilities in case of untimely death b)Surplus to meet the family’s day to day expenses and financial security for spousec) Leave a legacy for his loved one

20Life OptionAge Sum AssuredCover Till age*5 Pay*10 Pay*12 Pay*Regular Pay351Cr7559,40033,70029,70015,7004079,60045,10037,60021,2004597,90054,50048,20029,100352 Cr107,40061,00053,80028,40040144,80082,00068,40038,60045178,20099,20087,80053,000*Premium are excl. taxesAge Sum AssuredCover Till age*5 Pay*10 Pay*12 Pay*Regular Pay351Cr100169,70086,00072,60027,90040183,400101,50088,40038,60045247,500 137,200 120,50053,800352 Cr315,000159,600134,80051,80040342,000189,400164,80072,00045463,600 257,000 225,800100,800

21Life OptionFeatureTalic SRSComp HComp MComp ILife CoverInbuilt Terminal illnessXXLife Stage coverXRiders ADB, CI–Rider - ATPDXRider - HospiCareXXXLife OptionAgePPTTata AIA (SRS)Comp H Comp IComp M355 Pay59,40063,40185,546707924079,60087,168104,000889804597,900101,025123,5331117773510 Pay33,70035,54843,562366754045,10048,87452,876464764554,50057,81969,264591873512 Pay29,70030,970--4037,60042,579--4548,20050,758--35Regular Pay15,70015,99719,636161344021,20023,04824,998219534529,10030,91632,38530715Cover upto: 75, SA: 1 Cr, Premium is excl. taxes, Life Option

22Payor Accelerator Benefit-50% SA paid on terminal Illness Multiple PPT/ Term optionsSystematic cover increase option (Life Stage Option)Comprehensive RidersADB / ATPD / CI / HCBNo maturity BenefitTerm Plan with Return of Premium (105% of total premium paid excl. loading & discount)Payor Accelerator Benefit- 50% SA paid on terminal Illness Flexible PPT/ Term options (PPT - Regular, 5, 10,12 and SP, PT 10 to 40 –Systematic cover increase option (Life Stage Option)Comprehensive RidersADB / ATPD / CI / HCBLife OptionLife Plus optionIncome start age 55,60 and 65 yrsIncome Rate 0.01% to –0.15% of the Base Sum assured per month in increments of 0.01%Systematic cover increase option (Life Stage Option)Comprehensive RidersADB / ATPD / CI / HCBLife Income OptionPPT 5 & 10 yrs–PT 20 to 70 yrs–

Sampoorna Raksha SupremePlan OptionsFor internal circulation only and not to be used for solicitation purpose.23Payor Accelerator Benefit-50% SA paid on terminal Illness Multiple PPT/ Term optionsSystematic cover increase option (Life Stage Option)Comprehensive RidersADB / ATPD / CI / HCBNo maturity BenefitTerm Plan with Return of Premium (105% of total premium paid excl. loading & discount)Payor Accelerator Benefit- 50% SA paid on terminal Illness Flexible PPT/ Term options (PPT - Regular, 5, 10,12 and SP, PT 10 to 40 –Systematic cover increase option (Life Stage Option)Comprehensive RidersADB / ATPD / CI / HCBLife OptionLife Plus optionIncome start age 55,60 and 65 yrsIncome Rate 0.01% to –0.15% of the Base Sum assured per month in increments of 0.01%Systematic cover increase option (Life Stage Option)Comprehensive RidersADB / ATPD / CI / HCBLife Income OptionPPT 5 & 10 yrs–PT 20 to 70 yrs–

24Life Plus OptionPremium Paying Term (PPT)MinimumPolicy Term (PT)Maximum PolicyTerm (PT)Minimum Entry AgeMaximum Entry AgeMaximum Maturity AgeSingle Pay1040 (Subject to max maturity age 100)1865100Regular Pay (10 to 40 yrs)10Limited Pay 5 years10Limited Pay 10 years15Limited Pay 12 years15

25Life Plus Option3565130Base Annual Premium53,800*Life cover of 2 Crore from day 1AgeYear*The premium shown in the example and the illustration above are for healthy Male, standard life exclusive of applicable taxes, cesses & levies. Kindly refer the sales illustration for the exact premium. Rider charges are not taken into account in this illustration.Your Customer35 year old married with dependent child(ren)The customer recently bought a house on Loan. The loan amount is 2 Crore and the loan tenure is 30 yearsHe wants to buy a term plan to cover the loan where he can pay the premium till the loan term i.e. for 30 years and the plan term is also 30 years and in case nothing happens to him during the policy term, he also wants his premium back1 year GST st2,421Total Maturity Payout`16,94,700Base Premium for 30 yrsGST for 30 YrsTotal Premium Paid (incl. GST)16,14,00037,51116,51,5112 year onwards GSTnd1210

26Life Plus Option*Premium are excl. taxesAgePolicy TermSA*5 Pay *10 Pay*Regular Pay *Single Pay35401 Crore74,80040,70031,600343,30040107,00058,20046,500491,00045166,30090,40072,100763,10050280,700152,600109,9001,288,300352 Crore131,20071,20056,000601,80040191,400104,00083,200878,00045301,600164,000128,4001,384,00050503,000273,400195,0002,308,600355 Crore298,000162,000128,5001,367,50040444,000241,500191,5002,038,00045722,500393,000299,0003,316,500501,228,000667,500459,5005,634,500‘PT –Policy Term, PPT Premium Payment Term, BSA- Basic Sum Assured, AP Annual Premium, M-Male and F-Female | * The premium shown in the example and the illustration above are for healthy individuals and standard lives exclusive of applicable taxes,––cesses & levies. Kindly refer the sales illustration for the exact premium. Rider charges are not taken into account in this illustration.

27Life OptionFeatureTalic SRSComp HComp MComp ILife CoverNotAvailableInbuilt Terminal illnessXXLife Stage coverX105% ROPXXRiders ADB, CI–Rider - ATPDRider - HospiCareXXLife Plus optionAgePTPPTSAHDFC OnlineHDFC OfflineSRS SRS / HDFC offMax(Online)SRS/MaxBajaj OnlineBajaj OfflineS/B2540101,00,00,000 24,265 24,510 21,90090%NANA283492922675%2540102,00,00,000 42,416 42,845 37,00086%NANA549505665065%3040101,00,00,000 32,058 32,382 29,50091%3268190%395384076172%3040102,00,00,000 57,903 58,488 50,60086%60592NA770587944164%3540101,00,00,000 45,026 45,480 40,70089%4760186%570315879469%3540102,00,00,000 82,799 83,635 71,20085%8966879%11164011509362%4040101,00,00,000 63,336 63,976 58,20091%7362479%NANANA4040102,00,00,000 1,18,955 1,20,157 1,04,00086%14056674%NANANA4540101,00,00,000 99,663 1,00,670 90,40091%10867983%NANANA4540102,00,00,000 1,78,546 1,80,350 1,64,00090%21865275%NANANA

28Additional BenefitşLife Stage OptionPayor Accelerator Benefit Life OptionLife Plus Option

29Competition BenchmarkingParticularsTata SRSHDFC IpruBajajMax Comments Life OptionLife Cover (PT)Min: 13 months, Max: Whole Life Min: 5 years Max: 85 years; WLMin: 5 yearsMax: 85 years; WLMin: 5 yearsMax: 85 years; WLMin: 10 yearsMax: 85 yearsHighest flexibility, TI, Systematic top-up, Life Plus OptionLife Cover (PT)10 to 40 years10 to 40 yearsr10 to 57 years10 to 50 yearsBajaj, Max offer PT> 40 yearsROPaaraaLump sum on survivalLife Income OptionRegular Income Payout on survivalIncome from Age 55, 60 or 65Income from Age 60rrrChoice of income start ageRate of Income0.01% - 0.15% of SA 0.1% of BSA (Fixed)rrrChoice of Income RateEarly RoPHigher Rate; Early Start AgerrrrReceive all premiums before end of PT Comprehensive ridersPartner CareWaiver of PremiumsReturn of Premium (ROP)CI, Hospicare, Disability

30Best in Class ProcessesmeLead is received on the tablet -GoodConnectPre-Filled data from the Bank (BKYC)Profiler has to be filled (Suitability Matrix)Benefit Illustration (SIS)Video Verification Calling(optional) The Tata AIA RM initiates the journey with the customerLead is pushed to the Tata AIA24 fields of customer info are passedThe product is recommended on the last screen of the ProfilerPolicy Number is generated at this stageApplication form fillingPayment details Document Upload (If any)SP details verificationFinal Submission (Sync.)Restricted to HDFC debit/credit card / net bankingBank RM creates the lead on HDFC CRM Application moves for Issuance

31Best in Class ProcessesmePlan is pitched to the customerCustomer logs in to Net banking section Clicks to Life Insurance Segment/Tata AIACustomer has to mention RM Emp code in case of assisted Journey.Customer Selects the ProductCustomer has to go through Suitability matrixCustomer generates the SIS. Policy no gets generated and Customer pays the Premium Online Customer fills App form & does Web PSC through the linkDocuments UploadOTP Validation for App formApp form SubmissionCustomer gets ECDF LinkCustomer gets ECDF LinkECDF Submission Via OTPApplication moves for Issuance

32UnderwritingmeTerm Plan Eligibility Parameters Term VMER Eligibility ParametersRider NML GRIDPR PR Plus Special 1 Crore Eligibility Criteria•Age 18 to 65–•Age Proof Standard Age Proof–•Education Minimum HSC (10 as –thexception with separate guidelines)•Annual Income - 5 Lacs for salaried, Professional , Business Owner / Self employed and 3 lacs for employees of Partners.•Geography PAN India except Negative –Pincodes•Min Annual Income Salaried 7.5 Lacs, Self Employed ––10 Lacs•Min Education Graduate–•Resident Indian Only•ADB & ATPD NML Up to 2 –Crore •CPB 18 to 40 yrs Up to 20 ––Lacs•HCB 18 to 45 Up to 10 ––Lacs•Min Annual Income 5 Lacs–•Min Education Graduate–•Occupation Salaried, Professional, Self –Employed•FSAR - up to 1 Crore•Resident PR for both Resident and NRI –| PR plus for resident onlyAge Income: Salaried 7.5 lacs, Self Employed 10 lacsIncome Self Employed 7.5 lacs18 40–>= 1 Cr to 2.25 Cr= 1 CR41 45 –>= 1 Cr to 1.5 CrNAWaiting Period •Minimum waiting period for issuanceis 7 days after 1 Dosest•Minimum waiting period for issuanceis 15 days after 2ndDose•If the application is logged in within 3 months of being Covid positive,then the application will be postponed. •If the application date is higher than 3 months, of being Covid positive,then the applicant will be required to undergo full grid medicals along with Chest X Ray and Complete follow up with blood tests, imaging (CXR, HRCT Chest) etc.COVID 19 Positive with HospitalizationCOVID 19 Positive without Hospitalization (Quarantine/ Home Isolation)•If the application is logged in within 1 month of being Covidpositive, then the application will be postponed •If the application date is within 1 monthto 6 months, then applicant will be required to undergo full grid medicals + chest Xray •If the application date is more than 6 months, and the applicants age is 18 to 60 yrs, for SA upto 1 crore he/she will be required to undergo full grid medicals.•If the application date is more than 6 months, and SA is greater than 1 crore he/she will be required to undergo full grid medicals + chest Xray Covid Guidelines

33Customer Feedbackme

34Case StudiesmeThe 100Cr Case The customer is a Super HNI and director of Petrochemical company. The customer used to visit the bank only on Saturdays for high value transaction. He only used to interact will the teller, complete the transaction and leave. The teller was conscious of the balance in his account and one day approached him for investment option. The customer said no for investment; but the teller was persistent and immediately switched the conversation to term insurance.The customer was keen to hear the proposal.The teller contacted the Tata AIA RM as Tata AIA conversion ratio and Turn Around Time (TAT) was very good. The customer was presented with 2 quotes of 5 crores and 10 crores. The customer asked for 2 more quotesof 15 crores and 25 croresThe Tata AIA team proactively took all details from the customer and proceeded with pre-underwriting. Based on the customer’s profile Keyman proposalwas discussed. The customer was explained the benefits of taking the policy under Keyman. This was also supported with benefits of tax saving and opportunity of High cover if the cover was taken using company financials. Legacy option was also discussed using the Whole Life Cover option.More details line Time value of money and inflationhelped the Tata AIA team to arrive at a 100 Crore Life Insurance Cover.The customer had assets worth 100 Cr to 150 Cr in terms of properties, Car and other metals. Team Tata AIA used this as an opportunity to convince the customer to have a life insurance cover of 100 crores as it would have been impossible for the family to liquidate the assets in case of emergency. The customer was very happy with the proposal. He had 2 sons and this was a very good method of asset equalisation. The case was closed and the policy was issued by team Tata AIA

35Line of SightmeCustomerYouAppearance and Body LanguageHow you lookProduct Benefits etc.What you sayVoice and ToneHow you say

36Line of SightmeWhom would you think will the customer trust with his Money…Looking Good is Not Self- Important, It Is Self Respect

37Line of Sightme

38Line of Sightme

39Line of SightmeRubbing hands Clenched hands Hand supporting head Neck RubFinger TapingTouching noseNervous FidgetingPointing FingerBody-language to avoid

40Line of SightmeIntroduction/ Greeting andConnect to last interaction Give business card Build rapportLink to businessComplete Pre-Meeting Analysis Move towards gathering facts using toolProvide TATA AIA CredentialsSteps to Open a Meeting

41Line of SightmeSample ScriptsNew ClientTips Hello Mr. Sharma, it’s good to finally meet you in person. As spokenon the phone, the purpose of our meeting today is to introduce our comprehensive service review. This includes reviewing your wealth portfolio and risk strategiesand discussing how we can grow and protect your wealth. This will take about 30 minutes of your time. Before we proceed, I would like tointroduce myself. I’ve been working with TATA AIA for __ years. I look after my client’s financial portfolio which includes both wealth creation and protection needs. So Mr. Sharma, tell me something about yourself. •Do you still work as a Senior Manager in XYZ Company?•Who all are there in your family?•What do you do in your pastime? Do you have hobbies like travelling?•Link back to the agreed agenda in the phone conversation•Build rapport•Ensure you are ready with client’s profile as per bank’s records.•Ask about work, family, hobbies. Prompt with questions (if needed.)

42Basic Hygiene and Disciplineme❖Discipline You should reach the Branch for the Scrum Meetings on time –❖Personality / Attire & Communication should be good or else the Bank RM will hesitate to take you on HNI Calls & Customer meetings❖Integrity Ensure you follow the Choreography–❖Confidence Refresh your knowledge on Process & Products everyday–❖Culture of TATA should be showcased in the Branches at all times❖Self yourself first, then the products. ❖Know your Competition (Products, Comparison, Weakness etc.)

43Thank You