XYZ Insurance Touch Point Evaluation Study 1 XYZ Insurance Touch Point Evaluation Study Presentation_V1

2 Performance - KPI Snapshot 48% 12% Overall Experience (Top 3 Box%) Overall Experience (Top 3 Box%) Likely to use again (Top 3 Box%) Likely to use again (Top 3 Box%) Likelihood to recommend (Top 3 Box%) Likelihood to recommend (Top 3 Box%) Net Promoter Score (Top 3 Box % – Bottom 5 Box %) Net Promoter Score (Top 3 Box % – Bottom 5 Box %) North East West Zonal Split Overall Source: Q1.(What is your overall experience with the insurance provider?), Q2 (How likely are you to use the insurance provider again?), Q3. (How likely is it that you would recommend the insurance provider to family and friends?) Base: All respondents (1000) 12% South 50% 13% 12% 50% 13% 12% 17% 5% 4% Performance was asked on a 10 point scale, where represents the top 3 box scores and represents the Bottom 5 Box Score. Net Promoter Score = Likelihood to recommend Top 3 Box % - Likelihood to recommend Bottom 5 Box% Figures in % 2 XYZ Insurance Touch Point Evaluation Study Presentation_V1 Go to Touchpoint Performance Snapshot

3 Touchpoint Performance Snapshot Performance was asked on a 10 point scale, where represents the top 3 box scores and represents the Bottom 5 Box Score Competitor comparison : better / same / worse was assigned on the basis of the largest category. Figures in % Source: Q4 (Please tell us how you rate the Insurance Provider on each type of interaction?) and Q5 (For each type of interaction, how do you feel about the Insurance Provider with regards to other providers?) Base: 1000 TouchpointOur Performance Compared to Competitors Fund Management Statements Group Operations Team On Boarding Process Relationship Manager 3 XYZ Insurance Touch Point Evaluation Study Presentation_V1 Back to Performance - KPI Snapshot

4 Touchpoint Evaluation – Fund Management Fund ManagementOur Performance Portfolio Returns Market Updates (Newsletter, Equity Monitor, Debt monitor) Updates (Fund Performance) Interaction with Fund Manager Performance was asked on a 10 point scale, where represents the top 3 box scores and represents the Bottom 5 Box Score Figures in % Source: Q6 (Please tell us how you rate the Insurance Provider on the attributes related to fund management?) Base: Back to Touchpoint Performance Snapshot Zonal Drill Down XYZ Insurance Touch Point Evaluation Study Presentation_V1 Go to Touchpoint Evaluation – Statements

5 Touchpoint Evaluation – Fund Management – Zonal Analysis Fund Management North Portfolio Returns Market Updates (Newsletter, Equity Monitor, Debt monitor) Updates (Fund Performance) Interaction with Fund Manager Performance was asked on a 10 point scale, where represents the top 3 box scores and represents the Bottom 5 Box Score Figures in % Source: Q6 (Please tell us how you rate the Insurance Provider on the attributes related to fund management?) Base: Back to Touchpoint Performance Snapshot East Fund Management West Portfolio Returns Market Updates (Newsletter, Equity Monitor, Debt monitor) Updates (Fund Performance) Interaction with Fund Manager South XYZ Insurance Touch Point Evaluation Study Presentation_V1

6 Touchpoint Evaluation – Statements Statements Clarity of information Timely receipts of statement Performance was asked on a 10 point scale, where represents the top 3 box scores and represents the Bottom 5 Box Score Figures in % Source: Q7 (Please tell us how you rate the Insurance Provider on the attributes related to statement?) Base: 1000 Our Performance 6 Back to Touchpoint Performance Snapshot XYZ Insurance Touch Point Evaluation Study Presentation_V1 Go to Touchpoint Evaluation – Group Operations Team

7 Touchpoint Evaluation – Group Operations Team Group Operations Team Performance was asked on a 10 point scale, where represents the top 3 box scores and represents the Bottom 5 Box Score Figures in % Source: Q8 (Please tell us how you rate the Insurance Provider on the attributes related to Group Operations Team?) Base: 1000 Resolution provided for QRC or instruction raised Ease of contacting Knowledge (Product / Legal / Taxation etc.) Ability to provide resolution to the QRC or instruction in the same call Ability to understand QRC or instruction Our Performance 7 Back to Touchpoint Performance Snapshot XYZ Insurance Touch Point Evaluation Study Presentation_V1 Go to Touchpoint Evaluation – On Boarding

8 Touchpoint Evaluation – On Boarding On Boarding Performance was asked on a 10 point scale, where represents the top 3 box scores and represents the Bottom 5 Box Score Figures in % Source: Q9 (Please tell us how you rate the Insurance Provider on the attributes related to On Boarding Process?) Base: 1000 Guidance offered Knowledge (Product / Legal / Taxation / Financial Market) Speed of completing the process Clarity provided on the steps involved Ability to understand your needs Ability to solve your queries Quality of explanation on products/services Our Performance 8 Back to Touchpoint Performance Snapshot XYZ Insurance Touch Point Evaluation Study Presentation_V1 Go To Touchpoint Evaluation – Relationship Manager

9 Touchpoint Evaluation – Relationship Manager Relationship Manager Performance was asked on a 10 point scale, where represents the top 3 box scores and represents the Bottom 5 Box Score Figures in % Source: Q10 (Please tell us how you rate the Insurance Provider on the attributes related to Relationship Manager?) Base: 1000 Resolution provided for QRC or instruction Knowledge (Financial Markets) Knowledge (Tax and trust related legal matters) Ability to understand your QRC or instruction Accessibility Ability to provide resolution to QRC or instruction in the first attempt Knowledge (Product) Ability to provide quick response to QRC or instruction Our Performance 9 Back to Touchpoint Performance Snapshot XYZ Insurance Touch Point Evaluation Study Presentation_V1 Go to Additional Service Utilization

10 Additional Service Utilization 75% 19% Electronic payout for claims Registration Group Portal -For UL Clients Digitally signed communications North East West Zonal Split Overall Source: Q11.(What all services from the below do you utilize from the Insurance Provider Base: All respondents (1000) 19% South 50% 12% Figures represented are Yes % 10 XYZ Insurance Touch Point Evaluation Study Presentation_V1 50% 12% 75% 19%