Confidential Branch fulfillment Branch fulfillment IT Team IT Team IT to send Renewal extract to PLPC. 80 days in advance PLPC PLPC Rewrites the data and runs the Batch extract RPU MIS RPU MIS ROS ROS PDF Generation of Renewal Notices LCU LCU Dispatches the renewal notices to Customers and Branches Call center Call center Branches Branches Branch SPOC forwards the Data to respective Producers Contactable database Non Contactable database Interested customers Not Interested customers Non contactable policies are sent to the branches. Branch SPOC will send them to producers and will try and collect the number CSO connects the customer and tries to convince him with available solution and based on available response will either be disposed as interested or not interested customer Lost Business Leads Generated Fos Pickup Runner Pickup Floor manager escalates the issue with the concerned department and tries to resolve the query Number received Number not received Send number to the call center Ask producer to renew the policies II

Confidential Branch fulfillment Branch fulfillment IT Team IT Team IT to send Renewal extract to PLPC. 80 days in advance PLPC PLPC Rewrites the data and runs the Batch extract RPU MIS RPU MIS ROS ROS PDF Generation of Renewal Notices LCU LCU Dispatches the renewal notices to Customers and Branches Call center Call center Branches Branches Branch SPOC forwards the Data to respective Producers Contactable database Non Contactable database Interested customers Not Interested customers Non contactable policies are sent to the branches. Branch SPOC will send them to producers and will try and collect the number CSO connects the customer and tries to convince him with available solution and based on available response will either be disposed as interested or not interested customer Lost Business Leads Generated Fos Pickup Runner Pickup Floor manager escalates the issue with the concerned department and tries to resolve the query Number received Number not received Send number to the call center Ask producer to renew the policies II Voice and SMS notifications to optimize call center process

Confidential Branch fulfillment Branch fulfillment IT Team IT Team IT to send Renewal extract to PLPC. 80 days in advance PLPC PLPC Rewrites the data and runs the Batch extract RPU MIS RPU MIS ROS ROS PDF Generation of Renewal Notices LCU LCU Dispatches the renewal notices to Customers and Branches Call center Call center Branches Branches Branch SPOC forwards the Data to respective Producers Contactable database Non Contactable database Interested customers Not Interested customers Non contactable policies are sent to the branches. Branch SPOC will send them to producers and will try and collect the number CSO connects the customer and tries to convince him with available solution and based on available response will either be disposed as interested or not interested customer Lost Business Leads Generated Floor manager escalates the issue with the concerned department and tries to resolve the query Number received Number not received Send number to the call center Ask producer to renew the policies II Outbound Call Centre Cost Optimisation Reduce Process leakages Monitoring and Control Granular MIS Reporting

Confidential IT Team IT Team IT to send Renewal extract to PLPC. 80 days in advance PLPC PLPC Rewrites the data and runs the Batch extract RPU MIS RPU MIS ROS ROS Call center Call center Voice notifications to customers for renewal from the system Voice notifications to customers for renewal from the system Customer on receiving the notification is given an option to press 1 to connect to the renewals team of TATA AIG at call centre or option 2 to disconnect. Customer on receiving the notification is given an option to press 1 to connect to the renewals team of TATA AIG at call centre or option 2 to disconnect. Those customers who do not chose the option to speak to the call centre on receiving the voice notification are followed up with as per the current process at TATA AIG. Those customers who do not chose the option to speak to the call centre on receiving the voice notification are followed up with as per the current process at TATA AIG.