2. 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.

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

4. WORKING MONTH13123456789101112 New cases14275337691143692553775499439405400500505 Issued case13564997291087649496714461406374372474469 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 case30010013131114911116279818482123101 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 %

5. WORKING MONTH13123456789101112 New cases14275337691143692553775499439405400500505 Non-UW factor 56233650432738291627251716 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%

6. WORKING MONTH13123456789101112 Within 14 days13074927001060616493694453394361360470456 Grand total13705097301109649510730469409379372474473 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%

7. 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

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

9. Call out (Jan ~ Nov 2012) Target 96%

10. Call in (Jan ~ Nov 2012) JanFebMarAprMayJunJulAugSepOctNovTotal Complain 5 3123 14 Consult 14317447435 Check & Confirm 4743153254745 Inform to CS 39623571947974 Other 1 4 5

11. Claim statistic (Jan ~ Nov 2012) LocationTotal cases HospitalizationDisabilityDeath Cases% % % Hanoi18817895%42%63% Haiphong17116999%00%21% Danang494796%00%24% Dong Nai12712296%11%43% HCM696696%00%34% Can tho11436%327%436% Total61558695%81%214%

12. Claim statistic (Jan ~ Nov 2012) Receives casesAcceptDeclinePending 61548679%9115%386% Total payment HospitalizationDisabilityDeath Amount% % % 2,533,929,522 883,316,500 35% 509,897,00020% 1,140,716,02245%

13. Not-taken ratio in 1 st ~ 11 th wkm

14. Surrender ratio from Jan to Nov 2012 Unit Effective caseSurrender case Ratio Case AmountCase value HCM 4760 26,668,393,000487 2,386,935,00010.2% HN 8321 46,511,414,0002276 4,818,599,00027.4% DNG 1632 7,901,505,000108 432,266,0006.6% CTO 1448 7,359,926,000331 633,687,00022.9% DNI 6017 35,670,495,000249 387,201,0004.1% HP 1282 7,095,759,000118 222,571,0009.2% GA Ben Tre 609 3,212,283,00051 78,925,0008.4% Dummy Branch 2525 16,176,590,000210 350,361,0008.3% Dummy Branch HAP 978 6,047,348,00061 107,156,0006.2% Management Div. 4 12,451,0001 3,753,00025.0% Auditing Dept. 5 18,050,000- -0.0% Total 27581 156,674,214,0003892 9,421,454,00014.1%

15. Monthly Suspend cases report – 2012

16. 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 852--162.5% Coupon 4133431-80.5%

17. 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

18. 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

19. 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.

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

21. Total collect premium target (M) 2012/01-11 Total actual collected premium (M) 2012/01-11 Total achievement rate HCM 22,60018,22980.7 HN 36,10015,74143.6 DN 6,1003,78262.0 CT 11,1304,90644.1 DNA 15,4407,93751.4 HP 7,9702,52131.6 COMPANY 99,32054,37654.7

23. 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.

24. 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: 2013 2 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: 2013 2 Quarterlies Bonus for collector supervisor OR premium director whose collector team get good new case eff. Increase new case collection eff.