CONTENTS UNDERWRITING/SERVICE CENTER NEW BUSINESS INCOMPLETE RATIO CFS RATIO PROJECT THIS YEAR PLAN FOR NEXT YEAR CLAIMS/POS/CUSTOMER SERVICE PREMIUM ACTUAL COLLECTED PREMIUM PREMIUM COLLECTION EFFICIENCY PROJECT THIS YEAR PLAN FOR NEXT YEAR CALL OUT/CALL IN CLAIM STATISTIC NOT TAKEN SURRENDER SUSPEND CASE.

CONTENTS UNDERWRITING/SERVICE CENTER NEW BUSINESS INCOMPLETE RATIO CFS RATIO PROJECT THIS YEAR PLAN FOR NEXT YEAR

WORKING MONTH New cases Issued case Issued case/new cases 95.0 % 93.6 % 94.8 % 95.1 % 93.8 % 89.7 % 92.1 % 92.4 % 92.5 % 92.3 % 93.0 % 94.8 % 92.9 % Agent's case Agent's case/new cases 21.0 % 18.8 % 17.0 % 27.2 % 21.5 % 20.1 % 20.9 % 15.8 % 18.5 % 20.7 % 20.5 % 24.6 % 20.0 %

WORKING MONTH New cases Non-UW factor Non-UW%3.9%4.3%4.7%4.4%6.2%4.9% 5.8%3.6%6.7%6.3%3.4%3.2% 4%

WORKING MONTH Within 14 days Grand total Ratio 95.4 % 96.7 % 95.9 % 95.6 % 94.9 % 96.7 % 95.1 % 96.6 % 96.3 % 95.3 % 96.8 % 99.2 % 96.4 % 95%

PROJECTS THIS YEAR SC: set up united guidelines for all Service Centers Improve the cash flow process to avoid cash appropriation Improve the system & and customer service. Support agent as well as guide them to be more professional. Improve service to inner & outer customers. PLAN FOR NEXT YEAR

CONTENTS CLAIMS/POS/CUSTOMER SERVICE CALL OUT/CALL IN CLAIM STATISTIC NOT TAKEN SURRENDER SUSPEND CASE.

Call out (Jan ~ Nov 2012) Target 96%

Call in (Jan ~ Nov 2012) JanFebMarAprMayJunJulAugSepOctNovTotal Complain Consult Check & Confirm Inform to CS Other 1 4 5

Claim statistic (Jan ~ Nov 2012) LocationTotal cases HospitalizationDisabilityDeath Cases% % % Hanoi %42%63% Haiphong %00%21% Danang494796%00%24% Dong Nai %11%43% HCM696696%00%34% Can tho11436%327%436% Total %81%214%

Claim statistic (Jan ~ Nov 2012) Receives casesAcceptDeclinePending %9115%386% Total payment HospitalizationDisabilityDeath Amount% % % 2,533,929, ,316,500 35% 509,897,00020% 1,140,716,02245%

Not-taken ratio in 1 st ~ 11 th wkm

Surrender ratio from Jan to Nov 2012 Unit Effective caseSurrender case Ratio Case AmountCase value HCM ,668,393, ,386,935, % HN ,511,414, ,818,599, % DNG ,901,505, ,266,0006.6% CTO ,359,926, ,687, % DNI ,670,495, ,201,0004.1% HP ,095,759, ,571,0009.2% GA Ben Tre 609 3,212,283, ,925,0008.4% Dummy Branch ,176,590, ,361,0008.3% Dummy Branch HAP 978 6,047,348, ,156,0006.2% Management Div. 4 12,451,0001 3,753, % Auditing Dept. 5 18,050, % Total ,674,214, ,421,454, %

Monthly Suspend cases report – 2012

VIP project 2012 Item Plan (1) Actual (2) Unsucessful Ratio (2)/(1) Surrender Not match with condition Can not contact Terminate to check heath ME % Coupon %

Some achievement this year 1.System development: Sample signature: CS can update client’s signature change & use this function to check client signature immediately when process transaction New function: change PO/Dependent’s occupation => help adjust premium base on updated occupation Automatic generate liability release form when process claim payment & cash benefit payment Able to process & refund cash value for those policies lapsed over 2 years Health re-declaration: update & re-underwrite client health Create online POS forms: more convenient & cut cost. Automatic non-renewal in claim system

Some achievement this year 2.Procedure improvement: Manage & filing POS & Claim document: avoid document loss Guideline for Call center: complaint handling & service turn around time

Plan for next year 1.Develop system function for Interest feedback calculation & payment 2.Develop system function that automatic apply cash value to pay renewal premium => more convenient for customers & reduce lapsed ratio 3.Upgrade system to run APL until cash value ~ 0 4.Develop system function to record complaint handling process 5.Develop incomplete follow up system for claim dept.

CONTENTS PREMIUM ACTUAL COLLECTED PREMIUM PREMIUM COLLECTION EFFICIENCY PROJECT THIS YEAR PLAN FOR NEXT YEAR

Total collect premium target (M) 2012/01-11 Total actual collected premium (M) 2012/01-11 Total achievement rate HCM 22,60018, HN 36,10015, DN 6,1003, CT 11,1304, DNA 15,4407, HP 7,9702, COMPANY 99,32054,

ProjectContentResult 1 VNPT lucky draw program Time: 2011/10/15 – 2012/01/15 Lucky draw ceremony: 2012/02/24 Client submit premium via post office (VNPT) got chances to lucky draw prizes : LCD 32’’ television, microwave, juicer… Client knew more about new collection channel : VNPT Client started using VNPT collection channel because of the convenience that it brings such as: Wide network, simple procedure and free service fee… 2 VNPT promotion: Cathay pillow program Time: 2012/04/01 – 2012/10/31 Client submit premium via VNPT and premium amount ≥ 1M VND got Cathay pillows VNPT collection eff. has increased, during program time VNPT eff. over 5.9%, VNPT actual collected over 350 cases 1.1B/month 3 Reinstatement promotion Time: 2012 all year Reinstate bonus for agent and collector support client reinstate policies Reinstate competition for agent and collector, reward for good performance person Reinstate eff. has increased, 2012/JAN-NOV average reinstated 31case 138M/month 4 Client gifts ( new case promotion) Time: 2012 all year Purchased client gifts provided to branches. Branches used these gifts to promote new case collection Improved new case collection eff.

ProjectContentExpected result 1 VNPT and Sacombank promotion Time: 2013 all years Gifts for client who submit premium via VNPT and Sacombank Increase VNPT and Sacombank collection eff. VNPT and Sacombank become common collection channel 2 Reinstatement promotion Time: 2013 all years Reinstate competition for agent and collector, reward for good performance person Reinstate competition for sale-unit and collector team, reward for good performance team Increase reinstate eff. DOUBLE current’s 3 High premium case promotion Time: Quarterlies High quality gifts for client who submit high premium (with conditional on premium amount) Improved the quality of after-sales services Increase comprehensive collection eff. 4 New case promotion Time: Quarterlies Bonus for collector supervisor OR premium director whose collector team get good new case eff. Increase new case collection eff.