HDFC_PlayBook_Final

Vol. 1 This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation. 1

Table of Contents ⃝ Tips & Techniques to Maximize Goalsheet Achievement ⃝ Winning Customer Propositions & Sweet Spots ⃝ Best Practices across geographies ⃝ Tata AIA differentiators (u/w, EODB) ⃝ Business Case Studies ⃝ Customer Speak Let’s Go Ahead… This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation. 2

Meet our Superheroes Kirti Arjun Karan Karishma Territory Sales Manager Corporate Account Manager 3 Click on the Designation This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation.

Let’s get started Hi, I am a Corporate Account Manager (CAM) with HDFC Branch Banking. I achieve100% of my Goalsheet every month and today I am going to share my secret with you. Are you ready? Here we go… Corporate Account Manager This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation. 4

Our Success Mantra I follow these two very important techniques laid down by the channel - R.P.M. and D.I.C.E. Click on each of these to know more R – Relationship D - Discipline P – Product I - Integrity M – Mapping C - Culture E - Execution Additional Support (Click to know more) Tata AIA Best Practices Case Studies & Differentiators Customer Feedback Underwriting Touchpoints Compliance DO’s & DON’Ts This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation. 5

Relationship I was introduced to my branch manager and my LGs /RMs by my Supervisor. This is part of the New Manager Introduction process and is the most important step towards getting to know the branch and its employees. Here is what I did next… I have a diary in which I maintain All my mapped bank VYMO is an amazing tool, records of all important dates employees are my friends on and it helps me track my related to the Branch employees all social platforms like branch visits. mapped to me. Facebook etc. Remember, “Jo Dikhta Hai It helps me to wish them on their Everyone updates their Vo Bikta Hai.” Birthdays, Anniversaries, and important life events on other important social events. these platforms nowadays; I ensure that I visit the that’s another way to branch on scheduled date It also helps me remain socially engage with them. and attend the Scrum connected to them on a personal meeting. front. Hold on. What do you do when you are in the Scrum? You can’t just be a spectator, you must participate. This is how I prepare. I speak to the BM one day before the visit and I ensure that I prepare my sales pitch about the seek his permission to discuss our focus product I want to discuss. Remember you will product in the branch. get only 5 minutes to present in the scrum. Send the minutes of the scrum to the BM, your supervisor, the Cluster Head and all other relevant stakeholders. This is a great opportunity to register your name with the Cluster Head. You might need the CH support on some bad days Here are some more tips that I used to build my relationship Contd. This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation. 6

Relationship Great Salespeople are relationship builders who provide value and help their Customers & Partners win Inactive LGs - A great opportunity to build a strong relationship. Here is how I Succeeded… There was an LG in the branch who was not active for a long time. He was not focusing much on LI Business. I was new to the branch and was looking for an opportunity to create visibility. I followed the channel choreography and was fortunate to close a case through Lobby Management. I gave the lead to this LG. He got active and was very happy. I did a product refresher with this LG on Tata AIA products and shared some pitches that can be used to generate leads. This LG is now one of the top performer of the branch Contd. This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation. 7

Relationship It’s not about having the right opportunity, It’s about handling the opportunities right FTR is not only First Time Right, but also Form The Relationship In one of the branches mapped to me, I did not get a single lead for one month. But I ensured that I visit the branch everyday, attend the scrum meeting and kept asking the LGs for Leads. Finally, seeing the persistent follow up finally I got a lead. That was a test, and here is the secret to pass such tests: I ensured that the lead was closed the same day and the policy was issued in 4 hours. Yes, you heard it right, issued in 4 hours!! So, this is one of our key differentiators! Our process is 100% digital and hassle free. I passed the test and the news spread like wildfire in the branch that Tata AIA issues policies on the same day, subsequently Leads started flowing in. Some additional tips to help you maintain good relationship at the bank branch Helping LGs with Opening Getting them leads for DMAT and Loans Quick Issuance Accounts through Lobby Management with 100% FTR Going on Calls with them for Keeping them informed on the Insurance as well as Non-Insurance Lead Status Want some Elevator Pitches for your next Scrum… Click Here Back to Index 8 This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation.

Elevator Pitches It’s critical to draw the attention of your customers to our key selling points Sampoorna Raksha Supreme Param Rakshak / Param Riders Rakshak Plus A Term plan that provides life Get lumpsum on diagnosis cover till age 100 years. Enjoy upside of market of any of 40 critical illnesses A Legacy Creation Plan power play while the irrespective of your medical sticky wickets of life are bills 105% of Return of Premium in well guarded a term plan. Ours is the 1st in Convert any of your the industry Enjoy the benefits of insurance plan into a 360o equity markets while protection plan with A Term Plan that provides protecting the dreams comprehensive protection & protection for whole of Life and and aspirations of your health riders Income during your golden loved ones days Fortune Guarantee Plus Value Income Plan Guaranteed Return Insurance Plan (GRIP) A plan that offers you Tax Enjoy Growth and Guarantee Free Guaranteed Income for in a Single Plan. A traditional A Plan that pays you Tax Free as long as 45 years Plan with up to 30% Equity Guaranteed Income and to Exposure your spouse after your death Pay 1 Lac for 10 years, get and Return of Premium to 1.22 lacs for 35 yrs + Return A plan that gives you an the Nominee. An Absolute 3 of Premium. Total Benefit option to receive Income on Generation Plan 52.71 lacs your Birthday. Pay X Get 5 X Pay One time Get Income for Lifetime Back to Index 9 This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation.

Tata AIA Differentiators 0.08% 86% 69 Complaints Ratio 13th Month Persistency FY 21 Net Promoter Score (NPS) 1 Day 75% Average Servicing TAT WhatsApp Opt-In Ease of Doing Business Best in Class Products Tele MER & Video MER options for 100% Digital Process Medicals Personal Medical Case Management Teleconsultation Differentiated Service for NRIs Exclusive Business Insurance Desk Process Differentiators GST Waiver for NRIs Income Proof Waiver Competition gives GST refund. We are the No income proof for Premium up only company to give upfront GST waiver to 50 lacs, for Imperia, PBG customers. In competition the limit is only 5 lacs Contd. This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation. 10

Claims Experience Back to Index 11 This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation.

High Non-Medical Limits Non-Term Plan Best amongst the competitors. Your Partner likes faster Issuance. Faster you close a lead, the faster you get the next lead Age Band PBG & Imperia Preferred & Others Customers Classic Customers (age last Birthday in years) Non – Medical Limit allowed based on medical sum at risk in INR 0 – 40 - Graduate Only Graduate Non - Graduate 41 – 45 6 Crore 4 Crore 3 Crore 2 Crore 46 – 50 51 – 55 4 Crore 3 Crore 2 Crore 1 Crore 56 – 60 61 – 65 3 Crore 2.5 Crore 2 Crore 1 Crore Above 65 2 Crore 1.5 Crore 1 Crore 50 Lacs 1 Crore 75 Lacs 50 Lacs 25 Lacs 50 Lacs 25 Lacs 25 Lacs 10 Lacs Refer to Underwriting guidelines for more details Income Multiplier Age Band Income Multiplier to arrive at (Age Last Birthday) “Standard Financial Eligibility” 20 – 40 25 41 – 45 20 46 – 50 15 51 – 60 10 5 > 60 Contd. This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation. 12

VMER Limits PR & PR Plus & Term Plan Tele / VMER Limits & Eligibility Criteria Age Band Term TSAR* *1 Crore to 2.25 Crore 18-40 yrs Upto 2.25 Cr - Tele MER • Base Plan TSAR* - up 41-45 yrs Upto 1.5 Cr – Tele MER to 2.25 Crore Above 45 yrs Grid Medicals + FW [ If applicable upto 1 Cr] / to 55 yrs Standard Financials • Entry Age – 18 to 40 yrs Criteria for Param Rakshak Additional criteria for Param Rakshak Plus • Education – Graduate • Income/Education- No minimum qualifying conditions. • Income/Education- Min & above Income- 3L/ Min For eligibility HLV should get justified basis declared Education- HSC • Income – 7.5 Lakhs for salaried & 10 lacs for income • Student / Housewife / self employed • Location- No restrictions / Negative locations; For Retired :- Not allowed • Resident – Indian Only NRI/OCI/PIO- NRI guidelines with Residential loading • For NRI/OCI/PIO : PR+ will not be offered will apply • Max Age limits- Upto 45 years only • NML/Tele MER limits as • IIB checks only for non-HLV reasons per table below • VPSC -Mandatory for all policies. • Financial UW- Based on Declared income only • Financial underwriting:- No document required till 25L (Declared income must be the one filed for income tax of Rider Sum Assured (Above 25L SA of Rider SA, purpose) ; HLV should get justified basis declared Financial documents required as per regular income Term UW Guidelines) • Medical UW- • Short Tele MER only • Direct Loading (no reflex medicals) on select conditions • In any scenario, if medicals are triggered/done case will follow regular UW guidelines applicable for regular Term products • *TERM TSAR = All issued Policies from April 21 • For PR/PR Plus TSAR above 2.25 CR regular Term UW guidelines will apply • Financial Waiver of up to 2.25 crores on all VMER cases • For all Physical Medical Cases were VPSC is done, VMER is not mandatory Income Multiplier Age at Entry (years) Max Income Multiple 18 – 35 25 36 – 40 20 41 – 45 15 46 – 50 12 51 – 55 10 56 - 65 5 Contd. This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation. 13

Rider Underwriting Guidelines NML & Tele MER Limits Criticare Plus / inbuilt CI FG Plus Hospicare (option2) Age Band NML TMER NML TMER (MSAR) (MSAR) 18 – 40 (MSAR) (MSAR) 41 – 45 46 – 50 20L 50L 10L 40L 15L 20L 10L 15L 10L 15L 5L 10L (Above is applicable irrespective of the base plan they are attached to) (Highlighted portion reflects changes in NML/Tele limits that are yet to be implemented (WIP) in system) WOP on Criticare Plus Grid for Proposer Age Band NML (MSAR) Tele-MER (MSAR) 18-40 25L 50L NA 41-65 25L (Above grid is derived basis WOP on Criticare Plus Medical Sum at risk.) Underwriting/Product Guidelines – Partner Care Benefit Standard Age proof is mandatory. Partner Age should be within 45-90 years Relationships Allowed:- Parents, Siblings, Spouse, Children, Father-in-Law, Mother-in-Law Underwriting/Product Guidelines - Waiver of Premium Benefit on CPB/ATPD Health Annexure of proposer is required in Non-self policy Rider guidelines applicable for the proposer Contd. This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation. 14

COVID Guidelines Waiting Period • Minimum waiting period for issuance is 7 days after 1st Dose • Minimum waiting period for issuance is 15 days after 2nd Dose COVID 19 Positive with COVID 19 Positive without Hospitalization Hospitalization (Quarantine/ Home Isolation) • If the application is logged in • If the application is logged in within 1 within 3 months of being month of being Covid positive, then the Covid positive, then the application will be postponed application will be postponed. • If the application date is within 1 month to 6 months, then applicant will be required • If the application date is to undergo full grid medicals + chest Xray higher than 3 months, of being Covid positive, then • If the application date is more than 6 the applicant will be months, and the applicants age is 18 to 60 required to undergo full grid yrs, for SA upto 1 crore he/she will be medicals along with Chest X required to undergo full grid medicals. Ray and Complete follow up with blood tests, imaging • If the application date is more than 6 (CXR, HRCT Chest) etc. months, and SA is greater than 1 crore he/she will be required to undergo full grid medicals + chest Xray Back to Index 15 This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation.

Best in Class Products Whatever your need… We have a Solution for you Spirited Seniors Millennials / First Nearing Retirement Jobbers Married, with Just Married Married, with grown-up kids / small kids / Single Mature Middles Parent / Working Women Age 18 -25 yrs Age 50 - 60 yrs Age 60 yrs & above • Protection for • Liability cover • Provision for dependents • Provision for life retired life • Savings for partner or • Estate and legacy possessions, dependent kin planning travel and higher • Saving for education Age 25 -30 yrs Age 30 - 35 yrs Age 35 - 50 yrs retirement • Tax benefits • Protection for new • Protection for • Protection for life partner Family Family and • Savings for home, • Savings for child • liability cover car and travel education and • Saving for Kids marriage • Tax benefits higher education • Tax benefits • Preparing for retirement • Tax benefits Need Plan Name Protection Solution • Sampoorna Raksha Supreme • Param Rakshak & Param Rakshak Plus Long Term Guaranteed Income • Fortune Guarantee Plus • Guaranteed Return Insurance Plan (Whole Life Income) Retirement Solution • Fortune Guarantee Plus Early Income • Guaranteed Return Insurance Plan (Whole Life Income) • Value Income Plan Investment Solutions • Param Rakshak & Param Rakshak Plus (Market Linked Returns) • Value Income Plan • Riders Additional Protection Click the Product for more details 16 Back to Index This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation.

Life Income Income start age – 55,60 and 65 yrs Option Income Rate – 0.01% to 0.15% of the Base Sum assured per month in increments of 0.01% PPT – 5 & 10 yrs Payor Accelerator Benefit – 50% SA paid on terminal Illness Comprehensive Riders – ADB / ATPD / CI / HCB Life Option Payor Accelerator Benefit – 50% SA paid on terminal Illness Multiple PPT/ Term options Systematic cover increase option (Life Stage Option) Comprehensive Riders – ADB / ATPD / CI / HCB No maturity Benefit Life Plus Term Plan with Return of Premium (105% of Option total premiums 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 Riders – ADB / ATPD / CI / HCB *Min Maturity age is 70 Contd. This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation. 17

Competition Benchmarking There is always something more than the Price to compare We are the only organization that offers Hospicare Benefit in a Term plan. 105% ROP is our biggest advantage over competition Life Option Life Plus option Feature Talic SRS Feature Talic SRS Life Cover  Life Cover  Inbuilt Terminal illness  Inbuilt Terminal illness  Life Stage cover  Life Stage cover  Riders – ADB, CI  105% ROP  Rider - ATPD  Riders – ADB, CI  Rider - HospiCare  Rider – ATPD  Rider – HospiCare  Life Income option Feature Talic SRS Speak to your Trainer / Life Cover  Supervisor for more details Inbuilt Terminal illness  Whole Life Income  Riders – ADB, CI  Rider – ATPD  Rider – HospiCare  Contd. This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation. 18

Competition Benchmarking Sweet Spots Our premiums are the lowest Life Option Life Income option Age Cover till PT PPT Sum Assured SRS Age SA | 75 85 90 100 Cover till 45 55 247,500 5 328,600 50 50 10 1 Crore 137,200 35 66,247 81,848 93,561 125,603 185,200 45 55 50 50 40 1 Crore 92,640 106,050 126,926 150,991 45 55 5 463,600 10 616,000 50 100 50 2 Crore 257,000 45 117,644 144,411 167,444 208,558 45 55 347,200 50 50 35 119,914 149,461 171,994 233,096 45 55 5 11,47,500 10 15,27,000 50 50 5 Crore 636,000 40 2 Crore 168,436 195,615 236,415 281,751 860,500 45 55 45 214,133 266,896 310,795 390,666 50 50 Note: Premiums are for Male| Nonsmoker| Income from 60 Yrs.| Income rate 0.10% |PPT – 10 yrs Life Plus Option Life Income option Age PT PPT Sum Assured SRS 25 Age Monthly Income Cover till 75 Cover till 90 Cover till 100 30 1 Crore 21,900 35 40 37,000 35 5K 51,723 78,568 1,10,768 40 2 Crore 29,500 45 50,600 1 Crore 40,700 45 5K 88,922 1,38,205 1,81,872 71,200 2 Crore 58,200 35 10K 66,247 93,561 1,25,603 1,04,000 10 1 Crore 90,400 2 Crore 1,64,000 45 10K 1,17,644 1,67,444 2,08,558 1 Crore 2 Crore 35 15K 80,772 1,08,554 1,40,438 1 Crore 45 15K 1,46,365 1,96,682 2,35,243 2 Crore Values given above for income start age 60, PPT 10 and SA 1cr Partner Waiver of Return of CI, Hospicare, Care Premiums Premium (ROP) Disability Back to Products 19 This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation.

Feature rich ULIPs Myth – Always buy a Term & ULIP separately Fact – PR & PR Plus offer more returns compared to a ULIP + Term Return of 2X Return of 2X 11 benchmark Premium mortality beating funds to Allocation charges Charges Starting choose from from In years 10, 11, 12 FMC lower than and 13, units are 11th policy year competition added in the policy Cover continuance Mortality rate Flexibility boosters to ensure lower than Choice of PPT, policy continuance competition Policy Term, Payment frequency Right from first Age TATA C1 Partial withdrawal month if FV drops 35 1.02 1.29 45 2.18 2.88 Top-ups below 10% of 55 6.35 7.89 instalment premium This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation. Contd. 20

Feature rich ULIPs Premiums when broken down into Monthly premium cost less than the restaurant bill for a family dinner… SA: 1 Crore, Regular Pay Age PT PR premium PR+ premium 4% 8% 25 37,781 3,200 p.m. 41,781 3,500 p.m. 10.7 L 21.4 L 35 30 85,940 7,200 p.m. 95,940 8,000 p.m. 30.3 L 61.1 L 45 154,259 13,000 p.m. 178,059 14,900 p.m. 56.8 L 1.19 Cr 25 28,431 2,400 p.m. 33,701 2,800 p.m. 8.5 L 21.4 L 35 40 56,705 4,800 p.m. 68,935 5,800 p.m. 23.9 L 62.5 L 45 152,128 13,000 p.m. 175,928 14,700 p.m. 94.3 L 2.51 Cr SA: 1 Crore, 12 Pay Age PT PR premium PR+ premium 4% 8% 25 53,423 4,500 p.m. 60,673 5,100 p.m. 6 L 15.8 L 35 30 100,057 8,400 p.m. 118,167 9,900 p.m. 13.7 L 36.3 L 45 198,285 16,500 p.m. 241,395 20,100 p.m. 29.7 L 85.3 L 25 49,688 4,200 p.m. 60,348 5,000 p.m. 4.8 L 18.8 L 35 40 84,530 7,100 p.m. 109,250 9,100 p.m. 10.3 L 40.5 L 45 161,659 13,500 p.m. 204,769 17,000 p.m. 22.4 L 1.22 Cr PPT available: RP, 12 Pay, 10 Pay, 5 Pay Policy terms: 30 years, 40 years Contd. This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation. 21

Feature rich ULIPs Tata AIA Funds Rated 4 or 5 Stars By Morning Star (External Rating Agency - Ratings as a % of AUM on a 5 year basis as on July-21). (AUM Based) – July’21 Period EQUITY LARGE CAP NIFTY 50 Last 1 yrs. 42.35% Last 3 yrs Tata AIA TOP 50 11.55% Last 5 yrs 49.49% 12.78% 13.04% Period 14.05% CRISIL COMP. Last 1 yrs. BOND. IND Last 3 yrs FIXED INCOME 3.8% Last 5 yrs 9.54% TALIC WL 7.96% INCOME 3.87% 9.86% 8.12% Period EQUITY MID CAP NIFTY Midcap 100 Last 1 yrs. TALIC WL MID 79.79% Last 3 yrs CAP EQ 13.79% Last 5 yrs 13.49% 69.44% 18.52% 17.05% Back to Products 22 This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation.

45 years Income Term….Kaun deta hai aaj ke date mein and that too guaranteed and tax free Parameter Competition Fortune Guarantee Plus Plan Option Regular Income Regular Income | Regular Income with Inbuilt CI Income Term Joint Life 25 or 30 years Regular Income : 20 to 45 years (in Multiple of 5 years) Single Premium Not Available Regular Income with Inbuilt CI: 30 years for 5 Entry Age Not Available Pay and 25 years for 10 Pay PPT Min 5 Years 5, 6, 10, 12 Available Riders Accidental Disability Rider Available Return of Premium Critical Illness Plus Commutation Option Rider Min 1 Year for Regular Income Option Available SP, RP/LP - 5, 6, 7, 8, 9, 10, 11, 12 Available @ higher rate - Inbuilt Waiver of Premium on CI under Option 2 - Option to attach 4 riders (HCB, CPB, ADB, ATPD) Available Available @ lower rate This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation. 23

Best Returns Sweet Spots There is no Competition for 35-, 40- and 45-year Income ….what are you waiting for? PPT PT Income Income IRR Income as a % of AP Total Benefits term 60,560 5.09% 5 65,060 5.16% 30.28% 34,22,400 69,900 5.23% 32.53% 36,02,400 6 75,100 5.29% 34.95% 37,96,000 80,680 5.35% 37.55% 40,04,000 5 7 86,700 5.41% 40.34% 42,27,200 8 78,700 5.32% 43.35% 44,68,000 84,560 5.38% 39.35% 43,48,000 9 90,840 5.44% 42.28% 45,82,400 10 97,600 5.50% 45.42% 48,33,600 104,860 5.56% 48.80% 51,04,000 6 99,840 5.57% 52.43% 53,94,400 107,260 5.62% 49.92% 53,93,600 7 115,240 5.67% 53.63% 56,90,400 68 123,820 5.73% 57.62% 60,09,600 122,980 5.77% 61.91% 63,52,800 9 132,140 5.82% 61.49% 65,19,200 141,960 5.86% 66.07% 68,85,600 10 40 145,120 5.84% 70.98% 72,78,400 7 155,920 5.88% 72.56% 76,04,800 171,260 5.96% 77.96% 80,36,800 7 8 85.63% 88,50,400 9 10 8 89 10 9 9 10 10 10 Premium 2 lacs excl. taxes Comprehensive riders Partner Waiver of Return of CI, Hospicare, Care Premiums Premium (ROP) Disability Back to Products 24 This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation.

Single Life | Joint Life | Guaranteed Tax-Free Income for Whole of Life | Return of Premium You name it and the plan has it ! Whole Life Income (Single Life) Age Annualised PPT/PT Regular Income Guaranteed Assuming ROP Total IRR Premium % Annual Income on Death at Benefit 5.01% (Annual Mode) (Annual Mode) Age 99 5.05% 5.07% 45 5 29.47% 29,475 5,00,000 19,44,275 5.08% 50 29.86% 29,863 5,00,000 18,13,950 5.08% 55 1,00,000 30.18% 30,175 5,00,000 16,76,825 60 30.49% 30,488 5,00,000 15,36,575 65 30.85% 30,850 5,00,000 13,94,650 Whole Life Income (Single Life) Annualise Regular Income Guaranteed Assuming ROP Total Benefit Age d PPT/PT % Annual Income on Death at IRR Premium (Annual Mode) (Annual Mode) Age 99 5.84% 5.89% 45 82.83% 82,825 10,00,000 46,44,300 5.96% 50 84.56% 84,563 10,00,000 42,97,938 6.00% 55 1,00,000 10 86.89% 86,888 10,00,000 39,54,175 5.99% 60 89.20% 89,200 10,00,000 35,86,800 65 91.41% 91,413 10,00,000 31,93,900 Have you tried the GRIP Whole Life Income with an Employer Employee Scheme, it’s an awesome combination. Connect with your trainer to know more. Contd. This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation. 25

The best option for Retirees and Businessmen… One & Done Option III – Whole Life Income – Joint Life - Single Pay Age Annualized PPT Regular ROP on Total IRR Premium Income Death Age Benefit 99 45 70,205 10L 44.40 L 5.31% 50 70,535 10L 41.04 L 5.31% 55 10 Lakh SP 70,950 10L 37.67 L 5.30% 60 71,480 10L 34.30 L 5.28% 65 71,810 10L 30.82 L 5.22% The above figures are exclusive of GST, Cess and other taxes for Joint Life Cover (A male and a female life of same age) NML of up to 10 Crores Back to Products 26 This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation.

We don’t start the income from first year, but we have a … 5 Pay Option Capitalize on your strengths Up to 30% Option of Bonus on Equity Exposure Birthday Age 40 Male, Premium 1 Lakh Cash Bonus Option Accumulated Cash Bonus PPT PT Cash Bonus from Maturity Total Benefit Maturity Benefit 2nd Policy Benefit @8% till Maturity @8% IRR IRR Anniversary @8% @8% 5 40 17,500 21,77,500 28,42,500 6.10% 51,20,627 6.30% 6 40 21,519 23,44,302 31,62,024 6.07% 61,20,117 6.37% 8 40 28,319 25,15,045 35,91,167 5.87% 77,40,588 6.39% 10 40 34,066 26,49,450 39,43,956 5.67% 91,48,787 6.39% 12 40 35,632 33,68,965 47,22,987 5.61% 1,03,51,029 6.37% PPT – 5 to 15 yrs Income or Lump Extended Life Cover Optional riders Tax Benefits PT – 10 to 40 years Sum Benefit (ELC) till Age 100 WOPP / ADDL Back to Products 27 This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation.

Riders Comprehensive Comprehensive Protection Rider Health Rider Comprehensive Protection Comprehensive Rider Health Rider Benefit Option ADB ATPD CPB HCB Self Life Life Insured Event Event Covered Accidental Accidental Critical Hospitalization Illness Covered Death Disability Amount & Only Lump sum NA NA NA Payout Lumpsum + Income NA NA Only Income WOP* Tax-free Annuity (Partner care) Premium ROP Refund Please Note PPT Allowed with Regular/Limited /Single Pay (can be <= Rider Term base plan subject to rider term) Can be < = base plan term subject to max maturity age (for WOP = PPT subject to max maturity age) *WOP can be taken on Proposer if policy is non self Back to Products 28 This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation.

Mapping Mapping plays a very important role in your success. You must aspire to activate ALL the SPs in the branch that you are mapped in. I categorize the RMs in multiple categories as per the following broad categories and approach each category differently RM Category Strategy to connect with them Active on Insurance but Income Deficit • Discuss the income Deficit Inactive on Insurance • Conduct a product refresher • Focus on Non ULIP products Imperia RM (Active / Inactive) • Conduct a Product Refresher Teller • Do Joint Calls Customer Service Desk • Customer Portfolio Scoping • Product Refresher • Involve TSM/CM for Joint Calls • Talk about Business Insurance • Product Elevator Pitches • Information on High Value Transaction • Product Refresher • Information about customers looking for insurance, FD Maturity etc. Do remember: The SCRUM meeting is the best way to address all RMs in one go…never miss a scrum meeting Back to Index 29 This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation.

Discipline Discipline is the most important factor for your success. I follow the below routine which has helped me to be successful in this channel I always reach the branch before I never miss the the branch opens officially for scrum meeting. customers. This gives me additional time to I always keep my self interact with my LGs. updated on I do lobby I do ATM activity competition products management once a week as well everyday I do 3 sales I always ensure that I am well calls every day groomed whenever I visit the I make at least 10 branch. phone calls everyday on promotional leads The LGs prefer to take well behaved and well-dressed CAMs on customer calls Are you doing all of these? If Not, START TODAY Back to Index 30 This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation.

Integrity Integrity is what you do when no one is watching you Never: ▪ Provide false information to the customer or partner about your product or service ▪ Offer cash or gifts to the Bank Employees to get leads ▪ Never forge documents or customer signatures ▪ Never attend PSC / VPSC calls on behalf of your customers Ensure: ✓ You complete the compliance, AML, IT Infosec, KYC declarations on time ✓ The Channel code of conduct is adhered to with utmost sincerity ✓ You maintain a professional relationship with the bank employees ✓ You are transparent in your communication with the bank employees and the customer Back to Index 31 This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation.

Culture Maintaining a culture is like maintaining the soul of our organization. Inculcate a winning culture in the team that you are a part of Share your success stories for the day during the morning huddle, your winning strategy will help others in the team If you are having a bad day…don’t worry..talk to your colleagues in team, speak to your supervisor, stay focused on the inputs..the results will happen Work as a team to win as team The strength of the team is each individual member. The strength of each member is the team. Back to Index 32 This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation.

Execution Ideas are yesterday, Execution is today, and Success will be your partner tomorrow Follow the channel sales choreography Update all activities on VYMO daily without fail Complete your trainings & validations on Vacademy Track and Review your Goalsheet performance on a daily basis Back to Index 33 This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation.

Best Practices Zero Wallet share?..don’t worry.. Try this… In one of my branches Tata AIA wallet share was zero. While the branch did business for others, Tata AIA wallet share was a concern. Firstly, find the reason why the leads are not given to you. There can be 3 primary reasons: 1) The LG does not know our product 2) The LG does not have confidence in you for closure 3) Sufficient customer calls haven’t been done by you Once you have identified the reasons, it will become easier for you to handle the situation If the LG does not know your If the LG does not have For customer calls to product, arrange for a confidence in you, generate happen, you need to be product refresher, seek help a lead from Lobby supremely confident of from the training team, Management or our product features discuss product benefits, Promotional campaign and and policies. You can Tata AIA value added prove yourself also seek help from your features, Claims Settlement TSM for JFWs to ensure Ratio, Rate Card, IRR, etc. closures In my case it was (2). I closed 2 leads from Lobby Management and gained the trust of all the LGs. Now the wallet share in my branch is 50%++ Contd. This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation. 34

Best Practices The NRI Advantage We are the only organization wherein GST is waived off for NRIs unlike others where it is refunded This ensures No follow up is needed for GST refunds by our customers PSC calling through Video PSC is another advantage for NRI customers Higher NML Limits & Financial Waivers Pre-Underwriting decision can be availed before submission 6 different modes to access digital policy document Contd. This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation. 35

Best Practices Imperia RMs hold the key for Success! Here is one fact: If you get one Imperia RM active with 1 NOP, you can achieve 30% to 40% of your Goalsheet. Imperia RMs handle HNI customers and their ticket size is always 10 Lacs Plus. Imperia RMs are number driven and hence whenever you interact with Imperia RMs you must ensure that you are fully aware of your products and their IRRs. There can be a possibility where the IRR of your product is slightly lesser than that that of the competition. You need to focus on the sweet spots. This is where you should also talk about the unique features offered by Tata AIA like Teleconsultation or you can talk about faster issuances, Financial waivers, Higher NMLs etc. This will give you an advantage! Support them in portfolio scoping and identifying potential customers from their customer base. Share one pagers and ready reckoners for easy reference. You might also need support of your supervisor for joint calls with the Imperia RMs. Back to Index 36 This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation.

Case Study 1 E Category Branch with 100% wallet share YTD One of the E category branches had never achieved the LI Target. Even the CH was finding it hard to get the branch to achieve the LI target. A new BM was transferred to this branch. The new BM had handled a similar situation in the past where getting the competition cases issued was a challenge. Team Tata AIA had supported this BM in the past as well. The Tata AIA CAM assigned to this branch had ensured that the cases logged in were issued the same day. The BM had confidence in our products which were easy to explain and processes which had the shortest TATs. As soon as he took charge of this new branch, he interacted with the Tata AIA CAM and started giving leads and taking the CAM on sales calls. Since the branch also had new staff, he got the CAM to conduct a product training for his entire team. He also insisted on lobby management and our CAM ensured that he was present in the branch everyday and was focused on Lobby Management as well. The TSM also played an active role by supporting the CAM wherever required. The TSM ensured that all leads were closed in 48 hours the BM is kept updated on every lead that is generated and closed. The BM and the entire branch staff is very happy with the support received from the Tata AIA team. Conclusion: FTR is the best and the fastest way to build relationship with the Bank LG. The Bank LGs prefer to give leads to sales team who convert the leads faster. This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation. Contd. 37

Case Study 2 85% Wallet Share Customer aged 42 was an employee of a competitor parent company. He approached the Branch Manager and asked for the quotation for a Term Plan from all the insurers. Once the quotation were provided; the customer compared the quotation and found the premiums competitive. He also asked the Branch Manager for a recommendation. Because our best-in-class service and strong relationship with the Branch Manager, he recommended the customer TATA AIA Sampoorna Raksha Supreme Life Plus Option with a 5-year premium paying term. Customer was also explained about the value-added services like Free Doctor Consultation, Personal Medical Case Management. The customer liked the recommendation and immediately signed up for the plan. Today I have 85% wallet share in my branch because I religiously do 3 sales calls every day, I do lobby management and dedicate one hour daily for calling on different campaign leads Conclusion: While the competition had an advantage of lower premium; our Relationship with the banker and our value-added services helped us close the sale. Having a routine of sales calls, lobby management and campaign calling helps me have a disciplined approach towards my business This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation. Contd. 38

Case Study 3 More than 1 competition FLS in the Branch Case study of an April Joinee Contd. CAM was placed in a branch where there were 2 vintage CAMs of the 39 competitor. Making the presence felt in the branch was the top priority. The CAM ensured that she reached the branch everyday before the branch opened for the customers and left the branch only after the staff had left. She attended all scrum meetings and focused on lobby management and generated at least 2 leads everyday. Her TSM also provided her with all the support. The leads were reviewed daily and there were no leads which were left unattended. Initially to establish herself she also took support from her TSM/CM for customer calls which helped her get the desired result and the banker was also very pleased. FTR helped her gain the LGs confidence as the cases were being closed in record time. The CAM also ensured that she attended all the training programs, completed all eLearning modules assigned on VAcademy and shared all approved EDMs to the LGs everyday. The CAM has a 35% Wallet Share today in the Branch She has won the CEO Select Award Achieves most of the contests launched by the channel Conclusion: Ensuring you are visible to Bank LGs all the time; helps you gain mindshare. Lobby Management and attending the scrum everyday are the best ways to make your self visible. Ensure no leads are left unattended and the LG/BM is always updated on the progress of the leads. This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation.

Case Study 4 Rookie in a Cat. A Branch The branch has over 20 LGs and was a competitor friendly branch. The CAM knew that Choreography is made with an objective of ensuring his success. He followed the choreography given to him by the channel. He ensured that he did 3 sales calls everyday and used VYMO to focus on the input matrix He identified the LGs who were easy to befriend. He started discussing about the income targets/deficit and assured of his support to complete the target. He soon came across as someone who was helpful and supportive and started getting leads from the staff. He had arranged for 3 trainings in the branch in the first 2 months on focus products and EODB The other LGs had by now started interacting with him and giving him the leads too. The CAM has a 25% Wallet Share today in the Branch Has won the CEO Select Award Achieved all contests launched by the channel Conclusion: Choreographies are designed with a purpose. Following the choreography ensures your focus on the input parameters which eventually lead to a better output. Working together with the LG on portfolio scoping and identifying potential customers for insurance helps you build your credibility and gain confidence of the Branch staff This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation. Contd. 40

Case Study 5 Rookie with a 320% YTD Goalsheet Achievement The CAM was mapped to a branch with the lowest wallet share of TATA AIA. The branch had 2 PBs & 1 Teller She started by attending the daily morning huddle of the bank and made notes of the branch targets across all financial products. She started helping the bank with the drive even if they were non- insurance drives. This helped build a strong relationship with the branch staff. She accompanied the branch staff of their calls and picked up customers where she could also position insurance. Building rapport with the customers, understanding their need, positioning the appropriate product helped her close deals faster. The branch staff was also aligned to her as she had proved herself and gained their trust. The CAM is currently at 320% YTD Goalsheet Achievement & Monthly Goalsheet Achievement of 110% Conclusion: A good relationship with the Bank LG ensures good business. Supporting them sometimes in their non-insurance related work helps you make them comfortable and approachable. Helping the Bank LG is equal to helping yourself in the long run This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation. Contd. 41

Case Study 6 2 NOPs of 50 Lacs each Customer was a 74-year-old industrialist. He had received a lumpsum amount from a property sale and was planning to invest in a Regular Income Plan Before we presented the solution to the customer, we had a discussion with the Cluster Head and 2 products were identified as per customers requirement; Smart Annuity Plan and Fortune Guarantee Plus. The customer has 2 daughters and files an ITR of more than a crore. The customer was presented with both the solutions. As a recommendation we proposed 1 crore FG plus instead of a lumpsum 10 crores Smart Annuity plan. Tax Implications, FD Comparison, Long Term Guaranteed Returns and Legacy was the pitch used to promote FG Plus. The customer was pleased with the FG Plus proposition and the bought 2 NOPs of 50 lacs each for his daughters. We also tracked the case till the issuance. Conclusion: Understanding the consumer needs and positioning the product is very important. Our products have many features which can be customized to meet the consumer needs. This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation. Contd. 42

Case Study 7 The 100 Crore 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 with 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 eager 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 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 like 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 equalization. The case was closed, and the policy was issued by team Tata AIA Conclusion: Every employee at the bank branch is a Lead Generator, be it customer service desk or a teller. Maintain good relationship with all. Contd. This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation. 43

Customer Feedback Back to Index 44 This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation.

Let’s get started Kirti Arjun Hi, I am a Territory Sales Manager (TSM) with HDFC Branch Banking. I have a team that achieves 100% of their Goalsheet every month and today I am going to share some top focus areas for success with you. TTeerrrrititoorryySSaalelessMManaangaegrer Are you ready? Here we go… Contd. This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation. 45

Supervisor Supervisor is a role model for his/her team Follow these steps to ensure you and your team are aligned to the channel objectives Conduct / Attend the morning huddle every day Attend Bank Scrum Meeting in a A or B category branch Interact with top SPs of the branch Do 3 Joint calls / Branch visits with your CAMs Follow up on Issuance-Daily Update VYMO-Daily Schedule calls for the next day in advance Send day end Dashboard to the partner Contd. This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation. 46

Managing a Team Hi…I have 5 CAMs; 1 is a M0 CAM, 1 is a M2 CAM and 3 are vintage CAMs This is what I do to ensure that my team achieves their Goalsheet Morning Huddle Partner Interaction Reviews using / Training / JFW VYMO One or more of the below • Attend Scrum Meeting • Partner Engagement topics are discussed during prioritizing A and B Cat tracking the morning Huddle Branches • Lead Funnel Tracking • Product & Refresher • Product & Tata AIA Training with sales pitches differentiators training for • If the leads are low, I and Mock Calls LGs plan a branch visit with the CAM and speak to • U/W Guidelines – Limits and • Lobby Management with the BM / LGs Competitive Advantage M0 – M4 CAMs • If the Conversion is • Contests / Perks / EP Credits • Discussion with BMs / LGs low, I plan for JFWs / RnR / Fast Track for Leads Promotions etc. • Product Mix tracking • Joint Field work with the • LG Activation CAMs • FTR review • Objection Handling • Persistency • Rate Card Back to Index 47 This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation.

Touchpoints Support required for Email ID SPOC name Login related issues - TAB [email protected] Amit/Sanket/Vinod Shweta/Mayur/Rohan/K Login related issues - Sellonline [email protected] haja/Vinay LG LF Mapping [email protected] Rahul Kadgonakar Code related issue in MIS [email protected] Rahul Kadgonakar Policy not reflecting in bank MIS [email protected] Rahul Kadgonakar Policy not reflecting in Insight [email protected] Vinayak Harmalkar Code Activation/ expiry / code [email protected] Ajinkya Kalu Bank Region PST Support – For all other queries SPOC name Generic PST id East Suhas Alhat/Rohit Chavan [email protected] West 1 Juliet Chettiar Central India [email protected] Prasad Patil [email protected] Sanskar Shirke North 1 [email protected] Nikhil Chavan North 2 [email protected] Ratneshwar Nautiyal South 3 [email protected] Vipasha Chovatia South 1 [email protected] Mustafa Turabi South 2 [email protected] Kailash Sawant Gujarat 1 [email protected] Ziyaulla Saibole West 2 [email protected] Ratneshwar Nautiyal North 3 [email protected] Back to Index 48 This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation.

Compliance Do’s & Don'ts Do the Right Things in the Right Way DOs: DON’Ts: Primary Underwriting before submitting Never commit returns for non-guaranteed business. products . Disclose all material facts (Age / Income / Do not inform returns higher than stated Occupation / Habits / Qualification) in illustrations. pertaining to the customer. Do not forge / copy customer signatures Complete due-diligence before on CDF form / customer request form / submission of application e.g. match declaration / NACH / NEFT, etc photo with KYC. Do not indulge in any kind of monetary Check Email ID / phone number, bank transactions / Compensations / Favors account and PAN number are correctly X with the customer / Bank Staff at policy captured in the application form. solicitation stage / Death claim settlement. Policy features such as PT, PPT and the maturity details are correctly informed. Do not answer PSC call on behalf of customer / lip sync during Web-Video Use Secure Life App to demonstrate the PSC. policy returns/ benefits. Do not circulate any unauthorized / Inform customers about eIA and how unapproved EDM in any Bank / Personal to access policy documents. group or share prints of any EDM. VPSC to be done for all cases with email Do not sell policies on the pretext of ID and age of customer below 60 yrs. promising bonus / discounts / loans / wrong commitment related to the policy features or any other false promise. Do not provide any incorrect information X on other Bank products. • Reach out to your Supervisor/ Trainer incase of doubt. • Any deviation found will be investigated and will lead to disciplinary actions including termination as per the penalty matrix Back to Index 49 This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation.