1 Critical Evaluation – Bancassurance Synergy or Conflict Mumbai – 4 th July’12 Speaker – Ms. Vishakha R M – Director – Sales & Marketing Canara HSBC Oriental Bank of Commerce Life Insurance Co. Ltd.

2 Agenda Why Bancassurance ? Customer Perspective on Bancassurance Leveraging the Synergies with Bancassurance Our opportunities for regulatory support

Commitment Of home Service Commitment Of home Service Bancassurance Model Leveraging the Synergies Bancassurance Model Leveraging the Synergies Agent’s Transactional Relationship Agent’s Transactional Relationship Product Push Product Push Bankers Serving Customers with over 25 years experience Minimum Qualification – Graduates Banks offering a gamut of Financial solutions aligned to customer needs Synergistic POS processes – facilitate pre and post sales services Sales people in 25 years age bracket Minimum Qualification – 10+2 for agents Limited ability to meet all needs Needs based selling - ???? Attrition - poor post sales service Why Bancassurance ?

Let’s hear Customer Perspective 4

5% 15% 13% 97% 85% 7% 79% 10% 9% 99% USP UMC Internet BankingBranch VisitCustomer Call CenterATM Mobile Banking/ SMS Segment wise customer preference towards accessing various modes of banking 5

32% 28% 35% 30% 39% 34% 38% 33% Opportunity to leverage customers’ trust, relationship, and value for convenience with bancassurance model 6 Why willing to buy Insurance from Bank?

7 Key takeaways Trust the bank staff for advise Bank customers are interested in insurance from their bank Expect bank to leverage existing information for meeting Insurance requirements Most important financial instrument to fulfill needs – combination of Life Insurance and Bank products Need all services at their home branch

What are our opportunities? Make it simpler Make it convenient Create trust Right product at the right time aligned to customer needs Regulatory norms aligned to customer expectations and synergies Drive Customer Advocacy Bancassurance – Synergizing for Total Customer Satisfaction

Improved customer experience Improved cost efficiencies Improved sales capabilities Reduced operational risk Banca Integration through technology and operations connectivity Bancassurance – Synergizing for Total Customer Satisfaction

Distribution Channel Enablement Decisioning Manufacturing Branch / Internet / Call Centre / ATM / Mobile Single view / Transaction / Collections / Servicing Customer Data Management / Customer Intelligence / Real time decisioning trigger based Individual Life / Group /Commercial Insurance Service Branch / Internet / Call Centre / ATM / Mobile Bancassurance – Synergizing for Total Customer Satisfaction

Commitment Of home Service Commitment Of home Service Bancassurance Model Leveraging the Synergies Bancassurance Model Leveraging the Synergies Agent’s Transactional Relationship Agent’s Transactional Relationship Product Push Product Push Bankers Serving Customers with over 25 years experience Minimum Qualification – Graduates Banks offering a gamut of Financial solutions aligned to customer needs Synergistic POs processes – facilitate pre and post sales services Sales people in 25 years age bracket Minimum Qualification – 10+2 for agents Limited ability to meet all needs Needs based selling - ???? Attrition - poor post sales service Bancassurance – Leveraging the Synergies Merit in Regulations aligned to the Bancassurance Model Freedom to Synergize with Banks processes & compliance norms Freedom to innovate in Needs Based Selling approach - Product Bundling Differential commission norms – Agents and Bancassurance model

This is a beginning…….. [ ]