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Index Chapter Topic Sub-Topic Objective 1 Why choose Tata AIA • Strong Parentage To build confidence in the customer about • Best in Class Service choosing the right brand. 2 Best in Class Products • Claims Experience Tata Means Trust 3 Process • Need Based Solutions Map the right product to the customer need 4 Customer Feedback • Term Product 5 Case Studies • Par Products Giving comfort of 100% Digital process during the 6 About You • Non-Par Products pandemic • Param Rakshakaran Build Trust • Competition Benchmarking • Our Digital Process (Paperless & Non-Physical • Underwriting What our customer say about us Some High Value Cases & how they were Enhance your skills handled Key factors to building a healthy relationship Grooming Discipline Choreography 2

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

Reasons for choosing Tata AIA 0.08% 86% 51 Complaints Ratio 13th Month Persistency FY Net Promoter Score (NPS) 21 1 Day 75% Average Servicing TAT WhatsApp Opt-In 4

Reasons for choosing Tata AIA Tele MER & Video MER For 1 crore and above Sum Assured options for Medicals Doctor Differentiated Teleconsultation Service for NRIs Services Exclusive Business Insurance Desk 100% Digital Process 5

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

Best in Class Products 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 Health cover Disability Cover Lack 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. 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 by life 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 one life 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 Protection now with Tata AIA Life Insurance Plans & Comprehensive Protection & Health riders 7

Life Income Option Life Option Life Plus option Income start age 55,60 Payor Accelerator Benefit- Term Plan with Return of and 65 yrs 50% SA paid on terminal Premium (105% of total premium Illness paid excl. loading & discount) Income Rate – 0.01% to Payor Accelerator 0.15% of the Base Sum Multiple PPT/ Term Benefit- 50% SA paid assured per month in options on terminal Illness increments of 0.01% Flexible PPT/ Term options PT – 20* to 70 yrs Systematic cover (PPT - Regular, 5, 10,12 and PPT – 5 & 10 yrs increase option (Life SP, PT – 10 to 40 Payor Accelerator Stage Option) Systematic cover Benefit- 50% SA paid on increase option terminal Illness Comprehensive Riders (Life Stage Option) ADB / ATPD / CI / HCB Comprehensive Riders Comprehensive Riders ADB / ATPD / CI / HCB ADB / ATPD / CI / HCB No maturity Benefit 8 *Min Maturity age is 70

Life Income Option Life Option Life Plus option Income start age 55,60 Payor Accelerator Benefit- Term Plan with Return of and 65 yrs 50% SA paid on terminal Premium (105% of total premium Illness paid excl. loading & discount) Income Rate – 0.01% to Payor Accelerator 0.15% of the Base Sum Multiple PPT/ Term Benefit- 50% SA paid assured per month in options on terminal Illness increments of 0.01% Flexible PPT/ Term options PT – 20* to 70 yrs Systematic cover (PPT - Regular, 5, 10,12 and PPT – 5 & 10 yrs increase option (Life SP, PT – 10 to 40 Payor Accelerator Stage Option) Systematic cover Benefit- 50% SA paid on increase option terminal Illness Comprehensive Riders (Life Stage Option) ADB / ATPD / CI / HCB Comprehensive Riders Comprehensive Riders ADB / ATPD / CI / HCB ADB / ATPD / CI / HCB No maturity Benefit 9 *Min Maturity age is 70

Life Income Option Plan at a Glance Premium Paying Term Minimum PPT Minimum Maximum Minimum Maximum Income Start Maximum Income Rate (PPT) Policy Term Policy Term Entry Age Entry Age Ages Maturity Age (Per Month) (PT) (PT) 0.01% to 0.15% Limited Pay 5 & 10 yrs 20* 70 30 50 55, 60, 65 100 Yrs (in increment of 0.01%) Income will be available in Monthly mode only LSPO is not available in Life Income Option *Minimum Maturity age is 70 10

Your Customer Life Income Option Life Income Option | Policy Term – Till age 100 | PPT – 10 yrs Income start age – 60 | Income Rate – 0.10% | Sum Assured – 1 Crore • 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 35 year old married with dependent Age 35 Annual Premium 44 60 Rs. 10,000 p.m. for whole 100 child(ren) Year 1 Wants to buy a term plan for the following `125,603* of life reasons a) The family should not feel the burden of 10 25 55 65 Life cover of 1 Crore from day 1 the liabilities in case of untimely death b) Regular income post retirement *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. 11

Life Income Option SA | Cover TALIC HLIC Till Age 75 85 90 100 75 85 100 35 1 CR 66,247 81,848 93,561 125,603 81,959 NA NA 40 1 CR 92,640 106,050 126,926 150,991 104,625 NA NA 45 1 CR 117,644 144,411 167,444 208,558 132,623 172,017 219,461 35 2 CR 119,914 149,461 171,994 233,096 150,715 NA NA 40 2 CR 168,436 195,615 236,415 281,751 182,152 NA NA 45 2 CR 214,133 266,896 310,795 390,666 232,352 315,108 402,018 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 ages Note: Premiums are for Male| Nonsmoker| Income from 60 Yrs.| Offline rates 12

Life 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 Age Monthly Income Cover till 75 Cover till 90 Cover till 100 78,568 1,10,768 35 5K 51,723 1,38,205 1,81,872 93,561 1,25,603 45 5K 88,922 1,67,444 2,08,558 1,08,554 1,40,438 35 10K 66,247 1,96,682 2,35,243 45 10K 1,17,644 35 15K 80,772 45 15K 1,46,365 13

Sales Pitch Single Parent Safeguarding the future of your loved ones “Client Details “ Meet Seema. Seema pays a premium of 2,62,305 for a ppt of 10 years and a policy term till age 100. The sum She is a 35 year working woman and assured chosen is 2 crores a single mother She choose the income start age as 55 and She works in a private firm with an annual income %age as 0.15% income of 20 lacs In case something happens to her before the She wants to ensure that her son does not start of the income age, her child will get 2 have to financial depend on anyone and wants crores. ensure that she does not have to depend on her child grow when he becomes independent 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 100 In case anything happens to her during the Income Period, his nominee will receive the Sum Assured less all incomes paid out 14

Sales Pitch Single aged 45 and above Planning for expenses during golden years “Client Details “ Meet Suresh M. Suresh pays a premium of 5,89,008 for a ppt of 10 years and a policy term till age 100. The sum He is 46 years old and lives with her assured chosen is 2.5 crores spouse who is a home maker. He choose the income start age as 60 and He is a businessman with annual turnover income %age as 0.15% is 45 lacs. In case something happens to him before the His only worry is his spouse who is start of the income age, his spouse will get 2.5 depended on his income. In case crores. something happens to him she wont be able to run the business 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 100 In case anything happens to him during the Income Period, his nominee will receive the Sum Assured less all incomes paid out 15

Sales Pitch Millennials Win Win Proposition “ “Client Details Raj pays a premium of 1,66,218 for a ppt of 10 years and a policy term till age 100. The sum Meet Raj Patnaik. assured chosen is 1.5 crores He is 31 years of age and stays with his parents He choose the income start age as 55 and income %age as 0.10% He earns an annual salary of Rs. 15 Lacs. In case something happens to him before the He wants to buy a term to ensure that his start of the income age, his parents will get 1.5 mother is taken care of in his absence. He crores. is also worried about his own well being during the golden years 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 100 In case anything happens to him during the Income Period, his nominee will receive the Sum Assured less all incomes paid out 16

Life Income Option Life Option Life Plus option Income start age 55,60 Payor Accelerator Benefit- Term Plan with Return of and 65 yrs 50% SA paid on terminal Premium (105% of total premium Illness paid excl. loading & discount) Income Rate – 0.01% to Payor Accelerator 0.15% of the Base Sum Multiple PPT/ Term Benefit- 50% SA paid assured per month in options on terminal Illness increments of 0.01% Flexible PPT/ Term options PT – 20 to 70 yrs Systematic cover (PPT - Regular, 5, 10,12 and PPT – 5 & 10 yrs increase option (Life SP, PT – 10 to 40 Stage Option) Systematic cover Systematic cover increase option increase option (Life Comprehensive Riders (Life Stage Option) Stage Option) ADB / ATPD / CI / HCB Comprehensive Riders ADB / ATPD / CI / HCB Comprehensive Riders No maturity Benefit ADB / ATPD / CI / HCB 17

Life Option Plan at a Glance Premium Paying Term Minimum Maximum PPT Minimum Maximum Minimum Maximum Maximum (PPT) PPT Policy Term Policy Term Entry Age Entry Age Maturity (PT) (PT) Age Limited Pay 5 yrs 80 Regular Pay 10 82 10 82 18 65 100 Yrs Single Pay Single Pay Minimum Basic Sum Assured `50,00,000 #Low Cover is No Cover 18

Life Option Your Customer Death in Nominee will receive Year 4 Age 35 Annual Premium ` lump sum death benefit 100 Year 1 38 65 35 year old married with dependent `159,600* `2,00,00,000 child(ren) Wants to buy a term plan for the following 4 reasons Life cover of 2 Crore from day 1 a) The family should not feel the burden of *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 liabilities in case of untimely death the sales illustration for the exact premium. Rider charges are not taken into account in this illustration. b) Surplus to meet the family’s day to day expenses and financial security for spouse c) Leave a legacy for his loved one 19

Life Option Age Sum Assured Cover Till age *5 Pay *10 Pay *12 Pay *Regular Pay 35 1Cr 59,400 33,700 29,700 15,700 40 75 79,600 45,100 37,600 21,200 45 97,900 54,500 48,200 29,100 35 2 Cr 107,400 61,000 53,800 28,400 40 144,800 82,000 68,400 38,600 45 Sum Assured Cover Till age 178,200 99,200 87,800 53,000 Age 1Cr *5 Pay *10 Pay *12 Pay *Regular Pay 100 35 169,700 86,000 72,600 27,900 40 2 Cr 183,400 101,500 88,400 38,600 45 247,500 137,200 120,500 53,800 35 315,000 159,600 134,800 51,800 40 342,000 189,400 164,800 72,000 45 463,600 257,000 225,800 100,800 *Premium are excl. taxes 20

Life Option Cover upto: 75, SA: 1 Cr, Premium is excl. taxes, Life Option Life Option Talic SRS Comp H Comp M Comp I Age PPT Tata AIA (SRS) Comp H Comp I Comp M     35 59,400 63,401 85,546 70792 Feature  X X  40 5 Pay 79,600 87,168 104,000 88980 Life Cover  X   45 97,900 101,025 123,533 111777 Inbuilt Terminal illness     35 33,700 35,548 43,562 36675 Life Stage cover    X 40 10 Pay 45,100 48,874 52,876 46476 Riders – ADB, CI  X X X 45 54,500 57,819 69,264 59187 Rider - ATPD 35 29,700 30,970 Rider - HospiCare 40 12 Pay 37,600 42,579 - - 45 48,200 50,758 - - 35 15,700 15,997 - - 40 Regular Pay 21,200 23,048 19,636 16134 45 29,100 30,916 24,998 21953 32,385 30715 21

Life Income Option Life Option Life Plus option Income start age 55,60 Payor Accelerator Benefit- Term Plan with Return of and 65 yrs 50% SA paid on terminal Premium (105% of total premium Illness paid excl. loading & discount) Income Rate – 0.01% to Payor Accelerator 0.15% of the Base Sum Multiple PPT/ Term Benefit- 50% SA paid assured per month in options on terminal Illness increments of 0.01% Flexible PPT/ Term options PT – 20 to 70 yrs Systematic cover (PPT - Regular, 5, 10,12 and PPT – 5 & 10 yrs increase option (Life SP, PT – 10 to 40 Stage Option) Systematic cover Systematic cover increase option increase option (Life Comprehensive Riders (Life Stage Option) Stage Option) ADB / ATPD / CI / HCB Comprehensive Riders ADB / ATPD / CI / HCB Comprehensive Riders No maturity Benefit ADB / ATPD / CI / HCB 22

Sampoorna Raksha Supreme Plan Options Life Income Option Life Option Life Plus option Income start age 55,60 Payor Accelerator Benefit- Term Plan with Return of and 65 yrs 50% SA paid on terminal Premium (105% of total premium Illness paid excl. loading & discount) Income Rate – 0.01% to 0.15% of the Base Sum Multiple PPT/ Term Payor Accelerator assured per month in options Benefit- 50% SA paid increments of 0.01% on terminal Illness PT – 20 to 70 yrs Systematic cover PPT – 5 & 10 yrs increase option (Life Flexible PPT/ Term options Stage Option) (PPT - Regular, 5, 10,12 and Systematic cover SP, PT – 10 to 40 increase option (Life Comprehensive Riders Systematic cover Stage Option) ADB / ATPD / CI / HCB increase option (Life Stage Option) Comprehensive Riders No maturity Benefit ADB / ATPD / CI / HCB Comprehensive Riders ADB / ATPD / CI / HCB For internal circulation only and not to be used for solicitation purpose. 23

Life Plus Option Minimum Policy Maximum Policy Minimum Maximum Maximum Term (PT) Entry Age Entry Age Maturity Age Premium Paying Term (PPT) Term (PT) Single Pay 10 40 (Subject to max 18 65 100 Regular Pay (10 to 40 yrs) 10 maturity age 100) 10 Limited Pay 5 years 15 Limited Pay 10 years 15 Limited Pay 12 years 24

Life Plus Option Your Customer Total Premium Paid (incl. GST) Base Premium for 30 yrs GST for 30 Yrs 16,51,511 16,14,000 37,511 35 year old married with dependent Age 35 Base Annual Premium Total Maturity Payout child(ren) Year 1 The customer recently bought a house on 53,800* `16,94,700 Loan. The loan amount is 2 Crore and the loan tenure is 30 years 1st year GST 2nd year onwards GST 65 He wants to buy a term plan to cover the loan where he can pay the premium till the 2,421 1210 30 loan term i.e. for 30 years and the plan term is also 30 years and in case nothing happens Life cover of 2 Crore from day 1 to him during the policy term, he also wants his premium back *The premium shown in the example and the illustration above are for healthy Male, standard life exclusive of applicable taxes, cesses & levies. Kindly refer 25 the sales illustration for the exact premium. Rider charges are not taken into account in this illustration.

Life Plus Option Age Policy Term SA *5 Pay *10 Pay *Regular Pay *Single Pay 35 74,800 40,700 31,600 343,300 40 1 Crore 107,000 58,200 46,500 491,000 45 166,300 90,400 72,100 763,100 50 280,700 152,600 109,900 1,288,300 35 131,200 71,200 56,000 601,800 40 40 2 Crore 191,400 104,000 83,200 878,000 45 301,600 164,000 128,400 1,384,000 50 503,000 273,400 195,000 2,308,600 35 298,000 162,000 128,500 1,367,500 40 5 Crore 444,000 241,500 191,500 2,038,000 45 722,500 393,000 299,000 3,316,500 50 1,228,000 667,500 459,500 5,634,500 ‘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. *Premium are excl. taxes 26

Life Option Life Plus option Feature Talic SRS Comp H Comp M Comp I   Life Cover  X X X  Inbuilt Terminal illness  X X   Life Stage cover    Not Available X X 105% ROP  Riders – ADB, CI  Rider - ATPD  Rider - HospiCare  Age PT PPT SA HDFC Online HDFC Offline SRS SRS / HDFC Max(Online) SRS/Max Bajaj Online Bajaj Offline S/B off 25 40 10 1,00,00,000 24,265 24,510 21,900 NA NA 28349 29226 75% 25 40 10 2,00,00,000 42,416 42,845 37,000 90% NA NA 54950 56650 65% 30 40 10 1,00,00,000 32,058 32,382 29,500 86% 32681 90% 39538 40761 72% 30 40 10 2,00,00,000 57,903 58,488 50,600 91% 60592 NA 77058 79441 64% 35 40 10 1,00,00,000 45,026 45,480 40,700 86% 47601 86% 57031 58794 69% 35 40 10 2,00,00,000 82,799 83,635 71,200 89% 89668 79% 111640 115093 62% 40 40 10 1,00,00,000 63,336 63,976 58,200 85% 73624 79% NA 40 40 10 2,00,00,000 1,18,955 1,20,157 1,04,000 91% 140566 74% NA NA NA 45 40 10 1,00,00,000 99,663 1,00,670 90,400 86% 108679 83% NA NA NA 45 40 10 2,00,00,000 1,78,546 1,80,350 1,64,000 91% 218652 75% NA NA NA 90% NA NA 27

Additional Benefits Life Life Stage Life Plus Option Option Option ̧ Payor Accelerator Benefit 28

Competition Benchmarking Particulars Tata SRS HDFC Ipru Bajaj Max Comments Life Option Min: 13 months, Max: Min: 5 years Min: 5 years Min: 5 years Min: 10 years Highest flexibility, TI, Life Cover (PT) Whole Life Max: 85 years; WL Max: 85 years; WL Max: 85 years; WL Max: 85 years Systematic top-up, Life Plus Option 10 to 40 years 10 to 40 years r 10 to 57 years 10 to 50 years Bajaj, Max offer PT> 40 years Life Cover (PT) a a r a a Lump sum on survival ROP Income from Age 55, Income from Age 60 r r r Life Income Option 60 or 65 0.1% of BSA (Fixed) r r r Choice of income start r r r age Regular Income 0.01% - 0.15% of SA r Payout on survival Higher Rate; Choice of Income Rate Early Start Age Receive all premiums Rate of Income before end of PT Early RoP Comprehensive riders Partner Waiver of Return of CI, Hospicare, Care Premiums Premium (ROP) Disability 29

Best in Class Processes The product is recommended on the last screen of the Profiler Bank RM creates the Lead is received The Tata AIA RM Pre-Filled data Profiler has to be Benefit lead on HDFC CRM on the tablet - initiates the from the Bank filled (Suitability Illustration (SIS) GoodConnect journey with the (BKYC) Matrix) customer Lead is pushed to the 24 fields of customer Policy Number Video Tata AIA info are passed is generated Verification at this stage Calling me (optional) Application Final Submission SP details Document Payment details Application form moves for (Sync.) verification Upload (If any) filling Issuance Restricted to HDFC debit/credit card / net banking 30

Best in Class Processes Plan is pitched to Customer logs in Clicks to Life Customer has to Customer Selects Customer has to Customer the customer to Net banking Insurance mention RM Emp the Product go through generates the SIS. section Segment/Tata AIA code in case of Suitability matrix assisted Journey. Policy no gets generated and Customer pays the Premium me Online Customer fills App form & does Web PSC through the link Application ECDF Submission Customer gets Customer gets App form OTP Validation Documents moves for Via OTP ECDF Link ECDF Link Submission for App form Upload Issuance 31

Underwriting Term Plan Eligibility Parameters Term VMER Eligibility Parameters Rider NML GRID PR PR Plus Special 1 Crore Eligibility Criteria • Age – 18 to 65 • Min Annual Income – Salaried 7.5 Lacs, Self Employed – • ADB & ATPD – NML Up to 2 • Age Proof – Standard Age Proof • Crore • Min Annual Income – 5 Lacs • Education – Minimum HSC (10th as 10 Lacs • • Min Education – Graduate • Min Education – Graduate CPB – 18 to 40 yrs – Up to 20 • Occupation – Salaried, Professional, Self exception with separate guidelines) • Resident Indian Only Lacs • Annual Income - 5 Lacs for salaried, Employed Age Income: Salaried 7.5 lacs, Income Self HCB – 18 to 45 – Up to 10 • FSAR - up to 1 Crore Professional , Business Owner / Self Lacs • Resident – PR for both Resident and NRI employed and 3 lacs for employees of Self Employed 10 lacs Employed 7.5 lacs Partners. | PR plus for resident only • Geography – PAN India except Negative Pincodes 18 – 40 >= 1 Cr to 2.25 Cr = 1 CR 41 – 45 >= 1 Cr to 1.5 Cr NA Waiting Period Covid Guidemlienes COVID 19 Positive without Hospitalization (Quarantine/ • Minimum waiting period for COVID 19 Positive Home Isolation) issuance is 7 days after 1st Dose with Hospitalization • If the application is logged in within 1 month of being Covid • Minimum waiting period for • If the application is logged in within 3 months of positive, then the application will be postponed issuance is 15 days after 2nd being Covid positive, then the application will be Dose postponed. • If the application date is within 1 month to 6 months, then applicant will be required to undergo full grid medicals + chest Xray • If the application date is higher than 3 months, of being Covid positive, then the applicant will • If the application date is more than 6 months, and the applicants be required to undergo full grid medicals along age is 18 to 60 yrs, for SA upto 1 crore he/she will be required to with Chest X Ray and Complete follow up with undergo full grid medicals. blood tests, imaging (CXR, HRCT Chest) etc. • 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 32

Customer Feedback me 33

Case Studies The 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 quotes of 15 crores and 25 crores me The Tata AIA team proactively took all details from the customer and proceeded with pre-underwriting. Based on the customer’s profile Keyman proposal was 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 inflation helped 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 34

Customer Line of Sight How you look You Appearance and Body Language me What you say Product Benefits etc. How you say Voice and Tone 35

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

Line of Sight me 37

Line of Sight me 38

Line of Sight Body-language to avoid Rubbing hands Hand supporting head me Finger Taping Touching nose Clenched hands Neck Rub Pointing Finger Nervous Fidgeting 39

Line of Sight Steps to Open a Meeting Provide TATA Link to Move AIA business towards gathering me Credentials facts using Build rapport tool Introduction/ Give business 40 Greeting and card Connect to last Complete interaction Pre-Meeting Analysis

Line of Sight Sample Scripts Tips New Client Hello Mr. Sharma, it’s good to finally meet you in person. As spoken on the • Link back to the agreed agenda in the phone phone, the purpose of our meeting today is to introduce our comprehensive conversation service review. This includes reviewing your wealth portfolio and risk • Build rapport strategies and discussing how we can grow and protect your wealth. This will • Ensure you are ready with client’s profile as per bank’s take about 30 minutes of your time. me records. Before we proceed, I would like to introduce myself. I’ve been working with • Ask about work, family, TATA AIA for __ years. I look after my client’s financial portfolio which includes hobbies. Prompt with both wealth creation and protection needs. questions (if needed.) 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? 41

Basic Hygiene and Discipline ❖ 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 & Promdeucts 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.) 42

Thank You 43