CONTENTS

UNDERWRITING/SERVICE CENTER

NEW BUSINESSINCOMPLETE RATIO

CFS RATIOPROJECT THIS

YEARPLAN FOR NEXT

YEAR

CLAIMS/POS/CUSTOMER SERVICE

PREMIUM

ACTUAL COLLECTED PREMIUMPREMIUM

COLLECTION EFFICIENCY

PROJECT THIS YEARPLAN FOR NEXT

YEAR

CALL OUT/CALL INCLAIM STATISTIC

NOT TAKENSURRENDER

SUSPEND CASE

.

CONTENTS

UNDERWRITING/SERVICE CENTER

NEW BUSINESSINCOMPLETE RATIO

CFS RATIOPROJECT THIS

YEARPLAN FOR NEXT

YEAR

WORKING MONTH 13 1 2 3 4 5 6 7 8 9 10 11 12

New cases 1427 533 769 1143 692 553 775 499 439 405 400 500 505

Issued case 1356 499 729 1087 649 496 714 461 406 374 372 474 469

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 300 100 131 311 149 111 162 79 81 84 82 123 101

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 13 1 2 3 4 5 6 7 8 9 10 11 12New cases 1427 533 769 1143 692 553 775 499 439 405 400 500 505Non-UW factor

56 23 36 50 43 27 38 29 16 27 25 17 16

Non-UW% 3.9% 4.3% 4.7% 4.4% 6.2% 4.9% 4.9% 5.8% 3.6% 6.7% 6.3% 3.4% 3.2%

4%

WORKING MONTH 13 1 2 3 4 5 6 7 8 9 10 11 12

Within 14 days 1307 492 700 1060 616 493 694 453 394 361 360 470 456

Grand total 1370 509 730 1109 649 510 730 469 409 379 372 474 473

Ratio95.4%

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 YEARPROJECTS 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 YEARPLAN FOR NEXT YEAR

CONTENTS

CLAIMS/POS/CUSTOMER SERVICE

CALL OUT/CALL INCLAIM STATISTIC

NOT TAKENSURRENDER

SUSPEND CASE

.

Call out (Jan ~ Nov 2012)Target 96%

Call in (Jan ~ Nov 2012)

  Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Total

Complain        5   3 1 2 3   14

Consult    1 4 3 1 7 4 4 7 4 35

Check & Confirm

4 7 4 3 1 5 3 2 5 4 7 45

Inform to CS

3 9 6 2 3 5 7 19 4 7 9 74

Other    1   4             5

Claim statistic (Jan ~ Nov 2012)

Location Total casesHospitalization Disability Death

Cases % Cases % Cases %

Hanoi 188 178 95% 4 2% 6 3%

Haiphong 171 169 99% 0 0% 2 1%

Danang 49 47 96% 0 0% 2 4%

Dong Nai 127 122 96% 1 1% 4 3%

HCM 69 66 96% 0 0% 3 4%

Can tho 11 4 36% 3 27% 4 36%

Total 615 586 95% 8 1% 21 4%

Claim statistic (Jan ~ Nov 2012)

Receives cases Accept Decline Pending

615 486 79% 91 15% 38 6%

Total paymentHospitalization Disability Death

Amount % Amount % Amount %

2,533,929,522

883,316,500 35%

509,897,000 20%

1,140,716,022 45%

Not-taken ratio in 1st ~ 11th wkm

Surrender ratio from Jan to Nov 2012

UnitEffective case Surrender case

RatioCase Amount Case value

HCM 4760 26,668,393,000 487 2,386,935,000 10.2%

HN 8321 46,511,414,000 2276 4,818,599,000 27.4%

DNG 1632 7,901,505,000 108 432,266,000 6.6%

CTO 1448 7,359,926,000 331 633,687,000 22.9%

DNI 6017 35,670,495,000 249 387,201,000 4.1%

HP 1282 7,095,759,000 118 222,571,000 9.2%

GA Ben Tre 609 3,212,283,000 51 78,925,000 8.4%

Dummy Branch 2525 16,176,590,000 210 350,361,000 8.3%

Dummy Branch HAP 978 6,047,348,000 61 107,156,000 6.2%

Management Div. 4 12,451,000 1 3,753,000 25.0%

Auditing Dept. 5 18,050,000 - - 0.0%

Total 27581 156,674,214,000 3892 9,421,454,000 14.1%

Monthly Suspend cases report – 2012

VIP project 2012

ItemPlan

(1)Actual

(2)

Unsucessful

Ratio(2)/(1)

SurrenderNot match

with condition

Can not contact

Terminate to check

heath

ME8 5 2 - - 1 62.5%

Coupon41 33 4 3 1 - 80.5%

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 PREMIUMPREMIUM

COLLECTION EFFICIENCY

PROJECT THIS YEARPLAN FOR NEXT

YEAR

31594128 3941 4462 4948 4781

5396 61695061

6121 6429

0

2000

4000

6000

8000

JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV

2012/JAN-NOV Actual collected premium (M)

Total collectpremium target (M)

2012/01-11

Total actualcollected premium (M)

2012/01-11

Total achievement rate

HCM 22,600 18,229 80.7

HN 36,100 15,741 43.6

DN 6,100 3,782 62.0

CT 11,130 4,906 44.1

DNA 15,440 7,937 51.4

HP 7,970 2,521 31.6

COMPANY 99,320 54,376 54.7

8.4 11.1 11.8 11.2 10.5 9.6 9.7 9.1 7.5 7.5 7.9

38.8

52.9 48.2 51.7 54.348.5 50.0 51.5

43.651.7 51.1

19.727.8 26.7 27.8 25.5

21.5 22.2 22.2 18.4 21.3 20.7

0102030405060

JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV

2012/JAN-NOV 30 days premium collection eff. (%)

New case eff.

Old case eff.

Comprehensive eff.

22.7 22.7 25.8 21.2 24.8 22.8 21.1 23.2 20.3

78.0 78.9 79.4 83.7 83.6 81.5 50.0 82.9 82.2

47.1 49.5 48.9 47.2 48.4 45.0 44.7 47.4 43.9

0.0

20.0

40.0

60.0

80.0

100.0

JAN FEB MAR APR MAY JUN JUL AUG SEP

2012/JAN-SEP 60 days premium collection eff. (%)

New case eff.

Old case eff.

Comprehensive eff.

Project Content Result

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 policiesReinstate 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.

Project Content Expected 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 personReinstate 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.