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A
Report on
Digitalization of Zurich Insurance
group and understanding the
competitor’s capability in digital
platform
By
Tania Chakraborty
At

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Acknowledgements
I hereby take this opportunity to express my profound gratitude
towards Zurich International Life Ltd. for allowing me to perform my
Summer Internship Program in their esteemed organization.
I would like to extend my deepest regards and gratefulness to Reena
Vivek. Her exemplary guidance and constant encouragement
throughout the course of this study made the successful completion
of this project possible.
I am also sincerely thankful to Dr. Meenaxi Dhariwal who provided
me with an extremely valuable platform in order to carry out
internship work of this nature and giving me motivation to perform
my duties during the period of internship.

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Table of Contents
Acknowledgements………………… i
Executive Summary………………….ii
1. Objectives………………………….7
2. Methodology………………………8
3. About the company………………9
4. SWOT Analysis…………………..13
5. Digitalization of Insurance company……………14
6. Digitalization for Zurich Insurance………………16
6.1 Zurich existing capability in digital platform……….18
6.2 Drawbacks of Zurich Insurance……………21
6.3 Market Gaps………………………………………….24
7. Competitors capability in digital platform…………..26
8. Findings of Mystery shopping with competitors……33
9. Michael Porter’s Five Forces………………………….38
10. Opportunity of synergy in Life and General Insurance….43
11. Recommended areas to Improve………………………….45
11.1 Ansoff Matrix……………………………………………..50

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11.2 Benefits of the recommendation………………52
12. Learning from the project……………………….54
13.Conclusion……………………………………………55
List of References……………………………………57
Annexure……………………………………………58
Glossary…………………………………………….62

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LIST OF FIGURES
Figure No. Description Page no.
Fig. 1 SWOT analysis 13
Fig. 2 Digitalization
Cycle
17
Fig. 3 Michael Porter’s
Five Forces
39
Fig. 4 Ansoff Matrix 50

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Executive Summary
In today’s market scenario customers prefers services through digital
platform than traditional platform. Companies have huge portfolio of
products to offer so it becomes important to make sure that people
feel the presence of Zurich Insurance and its different products and
services digitally.
The report discusses about the importance of digitalization of Zurich
Insurance group followed by different digital tactics which Zurich
Insurance presently practice with the planned capabilities which it
could adopt to increase the brand awareness.
Further, mystery shop with competitors are conducted to find the
competitive threats in digital platform and later opportunity of Life
and General Insurance to work together is identified with the
recommended areas to focus on for enhancement of services.

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1. OBJECTIVE
In the era of digitalization all industries are competing to make their
presence in online platform. Therefore my task is to explore all the
areas by which Zurich Insurance group can go digital and serve the
clients more efficiently. The project is assigned with objective of
understanding how better and innovatively they could reach their
clients at their door step being present on digital platform. The
project will be providing very vital information to Zurich as to how to
serve clients digitally more effectively and also as to how should they
market their online presence to their potential clients.

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2. METHODOLOGY
Primary research was undertaken by interacting with stakeholders to
get the details about the existing digital capabilities it have for their
customers. Information about competitor’s digital capabilities are
found by interacting with the consultants of competitors.
Secondary research was also undertaken through visiting the
websites of companies and also published reports on internet.

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3. ABOUT THE COMPANY
Zurich Insurance group is a leading multi-line insurance provider.
Zurich offers both Life Insurance and General Insurance solution to
their clients. Zurich has the financial resources to help meet
customer risk management and insurance solution needs with 7.6%
of market share.
Zurich International Life focus on providing individual customers
with
real financial solutions to international protection, investment,
retirement and general saving needs.
Zurich International Life also has a wide ranging product portfolio
available to companies and non-government organization, designed
to meet a variety of financial needs.

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Zurich International Life is servicing customer since last 25years in
UAE, Bahrain and Qatar.
ZIL has 2 business segments-
Retail - Offer savings and protection products that have been
developed around the lifestyles of personal customer.
Corporate Life and Pensions - Offer group protection and pension
products for medium to large corporate.
Zurich General Insurance servicing customers from last 6years in
UAE, Oman, Lebanon, Kuwait, Bahrain and Qatar.
Zurich General Insurance business consist of three business segments-
Corporate- General insurance offers an array of product and solution
to large corporate customer.

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Commercial- General Insurance has extensive range of products
tailored to meet the need of commercial customers.
Personal- General Insurance offer several insurance products that
have been developed around the lifestyles of personal customer.
The main products ofZurich International Life are as follows –
 Protection - 1. Futura
2. ITA
3. International Decreasing Term Assurance
 Savings and Investment – 1. Vista
2. Global Choice
3. IWA (HSBC)
4. Saving Plus (HSBC)

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The main products ofZurich General Insurance are as follows –
 Motor Insurance – 1. Essential
2. Extra
3. Elite
 Home Insurance – 1. Content
2. Personal Possession
3. Buildings
 Travel Insurance – 1. Silver
2. Gold
3. Family
4. Schengen

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4. SWOT Analysis
Strength
 Reputation as a strong reliable brand.
 Well established relationship capita
operation.
 Established client services.
 Strong underwriting team with a combine
experience of over 100 years.
Weakness
 Lack of agility, inability to respond to
market needs.
 Ageing infrastructure and stability of IT
system.
 Paperwork required to do business with
Zurich.
 Communication channel with customer is
heavily biased towards paper.
Opportunity
 Opportunities to improve persistency
through proactively engaging with
customer.
 Using of electronic interaction tools.
 Cost reduction opportunity through simple
automation renegotiation with vendors.
Threats
 Increased online and phone presence by
competitors.
 Legal requirement for Arabic support.

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5.DIGITALIZATION OF INSURANCE
COMPANY
Digitalization is the process of converting information into digital
format. Digital is a new market force that is driving a massive change
in consumer expectation.

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Some of the categories of digital platform are:
 Website
 Short message services
 Television advertisement
 Email advertisement
 Mobile application and Social network
Digitalization for life insurance policies is something very important
and it should be used by every insurance provider. In today’s world it
has been found that 40% of the people prefer the online platform.
Clients expect their insurer to be available at all times and at all places
and across multiple channels and devices.

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6. DIGITALIZATION OF ZURICH
INSURANCE GROUP
Digitalization of Zurich Insurance would mean, taking a step
closer to reach their existing and prospective clients. Zurich should
be more digitalized, this will mean automating the entire process of
policy issuance, right from receiving the application to
accepting/rejecting the policy. It will increase transparency and
reduce turnaround time. One of the main benefits of digitalization is
that it reduces cost. For example, a person has got a life insurance
policy from Zurich and wants some information about his policy. The
digital platform should be so strong that the client should be able to
excess all information online without the need to call the contact
center or visit an office.

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The importance of digitalization in Zurich Insurance can be
understand from the figure below
Fig. 1 Digitalization Cycle
DIGITILIZATION
Digital
offerings
/capability
Digital
distribution
/Customer
access
Digital
Service
tool/better
customer
experience
Data
analysis
capability

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Digital offerings/capability-Increased productivity/Reduce cost to serve
Digital Distribution/Customeraccess- Increased sales
Digital Service tool/better customer experience- Increased customer retention
and customer satisfaction
Data analysis capability-More client insight data
6.1 Zurich existing capability in Digital
platform
The existing digital capabilities of Zurich Insurance are as follows
Content marketing
Zurich Insurance is using content marketing tool to increase

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awareness of presence by listing latest news of Zurich across globe
and awards they have won in their website which is very helpful to
target new clients
Easy Web Navigation
Zurich Insurance has maintained very easy navigation of their
website so as to provide easy information access to their customer
who lands into their website. It is very user friendly for the customer
they can easily find information they need.
Video Blog Marketing
Zurich insurance undertakes video blog marketing to spread the

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brand loyalty to their customer. Through video it tries to
communicate to their existing and potential clients to mitigate
unpredictable risk and cover all the risk.
Web Analytics Tool
Zurich Insurance have used the tactics of enabling web analytics tool
at their website so as to benefit customer in form of calculator, fund
performance which is really helpful for the customer to plan their
investment for more profitable return.
Organic Search
Organic search is listing the website on search engine without paying
money to the search engine. Zurich follows the approach of organic
search to reach their potential clients.

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6.2 Drawbacks of Zurich Insurance

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Some of the drawbacks of Zurich Insurance are as follows:
 As presently clients are very dependent on the financial adviser.
They don’t have the knowledge where they are investing and the
progress of their investment. Due to this many investor are
surrendering their policy or they are not increasing their
investment. Therefore digitalization is very important where
client will have full knowledge about their investment.
 Client sometimes feel that they are not given enough attention
therefore they don’t increase the investment in Zurich.
 Client feels when they surrender the policy a standard charge is
levied which customer complains that it is more than the
promised standard charge so if it is made digitalize customer
could easily surrender themselves and thus no charge will be
levied.
 Zurich does not have a section of compare products in their
website which help the client to select the most suitable product
for them. Client has to be solely dependent on the adviser.

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 Client avail the encashment form online from the Zurich
website which is easier for them to do the encashment of their
policy at their need but presently they need to take out the print
of the form and then they need to post it to the office which is
something very time taking. If it is made online with one click
after filling up the form it will definitely cost effective and will
save time.
 Usually when client buys a policy, after all the process and
acceptance of the application in Zurich, the statement is sent to
the customer through postage which is something very
traditional and also time taking. So it is convenient for the client
also if it is sent through an email. It will be spontaneous and also
save time.

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6.3 Market Gaps
Some of the market gaps in Digital platform are as follows
 Competitors are having section of testimonial in their website
which helps the potential customer to know about the
satisfaction level of existing customer
 Competitor is having a section called compare product in the
website which help customer to choose the product which is
suitable for them.
 The competitor’s clients can update their personal and credit
card details through their portal.

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 Competitors are having a wide presence in social media
platform.
7. COMPETITORS CAPABILITY IN
DIGITAL PLATFORM

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The competitors of Zurich Insurance in market are MetLife, Generali
and Friends Provident International.
MetLife is among the largest global provider of Insurance, annuities
and employee benefit programs with 90 million customers in over 60
countries. MetLife holds leading market positions in the United
States, Japan, Latin America, Asia pacific, Europe and the Middle
East. They have Life Insurance, Accident Insurance, Health
insurance, saving and Investment and travel insurance.
The digital capabilities of MetLife are as follows
 E-services

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Clients of MetLife can access to e-services for their convenience.
They have e-service for medical cardholders where customer can
access information 24/7 to their policy. The clients can also track
claim processing, print medical and life insurance certificates on
the spot. Clients can also update their personal details through their
portal MyMetLife.
 Video Blogging
MetLife have strategist to hit human emotion. This we can say
so from ‘My Dads Story- Dream of my child’ campaign
launched by MetLife. Therefore they have gone for television
channel tactics to promote this campaign. They launched
another campaign named ‘Change Perception for Life
Insurance’ which promotes the message live for your loved ones
which became very easy for them to reach or capture the mind
of prospective client.
 Social Media Marketing
MetLife is prominent in social Media. The campaign which
MetLife has launched concentrated by the mode of social media
viz Facebook, Tweeter and YouTube and signaled by the
presence of hash tag.

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The Generali group is one of the leading insurance and financial
players in the world with its presence in more than 60 countries.
Generali provides protection for Life and General Insurance. The
main vision of Generali is to actively protect and enhance customers
live. The mission of Generali is to be the first choice by delivering
relevant and accessible insurance solutions.
The digital capabilities of Generali are as follows
 Web Analytics
Generali have tactics of web analytics in their website like
clients get current valuation of fund. Client can also receive
quarterly and annually statements of their policy electronically
from the online portal. Client can update their credit card details
from their portal.

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 Content Marketing
Generali use content marketing tool to increase the awareness of
presence by listing the latest news of Generali throughout the
globe which help to target new client in the market.
 Social Media Marketing
There is a wide presence of Generali in social media which
helps clients to know more about the brand and helps to attract
potential client. Social media is electronic word of mouth which
consumer share via the internet. Through social networking
websites individual interact with one another and build
relationships.

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Friends Provident International align their business by our
customer needs rather than putting product first, with team
dedicated to serve clients requirement. Financial rating of
Friends Provident International is B+ (very strong) as at March
2013. The main goal of Friends Provident International is to
help clients to easily achieve financial security. Friends
Provident have more than 35years of international experience
with offices in Hong Kong, Dubai, Singapore, UK and Isle of
Man. They pride themselves of being a global company that
understand the markets they operate in and the customer they
serve.
The digital capabilities of Friends Provident International are as
follows

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 E-services
Friends Provident International provides e-service for the
convenience of their clients. If client is registered in their
portal then client can easily track the performance of the
fund and can easily switch to another fund. Clients can
refer to glossary section in their website if they find
difficulty in understanding any technical financial term. In
the website there is a section called guide to invest which
guide investor to invest in more profitable return.
 Listing Testimonial
In the website of Friends Provident International it include a
section called testimonial where existing client share their
satisfaction story which helps to attract potential customer
and testimonial section also increase the brand loyalty.
 Content Marketing
Friends Provident International undertakes content marketing
strategy in their own website. It provides news of the
company to the clients. It also share about the awards and
accolades it receive and news about the new release to the
clients.

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8. FINDINGS OF MYSTERY
SHOPPING WITH COMPETITORS

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Customer expects personalized service delivered in a customized
approach with tailored information. Integrated communication is a
key lever for success in insurance industry. In fact, insurers are
investing in communications and content management to help drive
top line growth. Insurers have many interactions with their
policyholders throughout the customer lifecycle. One bad
communication can result in cost business or the defection of an
existing customer. One great communication can strengthen a
customer relationship and sometimes secure that customer for life.
 MetLife

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 With MetLife, customer can track the performance of their
investment in their online portal.
 Customer can also make amendments in their policy like
changing their personal details, etc.
 MetLife have dedicated customer service department
along with a team of sales agent to serve the customer.
 The idea of development of mobile application is under
research. However, presently customer can access their
policy details on any internet enabled device.
 There is a periodic interaction with customer through
customer service department, sales agent mail the
customer through the online account with MetLife.
 The remainders about premiums, status of the request and
other updates are communicated through the chosen mode
of communication by the client.
 Clients get periodic calls to check the customer
satisfaction score from the compliance team, if agreed by
the clients.

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 Generali
 Generali have payment flexibility in their premiums.
Generali accept credit card, cheques and bank transfers.
However, distributor also mentioned that cash as a method
of payment will not be accepted.
 Customer can make changes in their personal details via
the portal but a change of beneficiary requires a signed
form.
 Generali have an online portal where customer can track
the performance of their investment and switch funds.
 The communication strategy that is adopted to interact
with clients are either email or courier (if necessary) to
provide information about latest market report, policy
status, fund performance.
 Generali have helpline number for clients where they can
answer any queries related to policy. Consultant

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mentioned that they remain in constant touch with the
clients via email, phone and visits with regard to fund
performance, policy updates and servicing queries.
 Generali don’t have mobile application for their clients
which will help them to access anytime and anywhere.
 For the claim procedure consultant mentioned that they
assist the client with the complete procedure from helping
the clients to complete the claim request from to delivery
of the claim amount via cheque or bank transfer. The
service is offered to all the clients irrespective of physical
location.
 Friends Provident International
 Flexibility in premium payment of the policy. Customer
can opt for quarter or annual payment of the premium.
They have flexibility in paying the premium. Clients can
pay the premiums through credit card or bank transfers.

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 Consultants remain in continuous touch with clients to
help them with their policy details.
 Development of mobile application idea is under research.
 Customer can make amendments in their personal details
any time through their online account in Friends Provident
International.
9. Michael Porter’s Five Forces

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The Porter’s five forces tool is a powerful tool for understanding
where power lies in a business situation. This is useful, because it
helps you understand both the strength of your current competitive
position.
With a clear understanding of where power lies, you can take fair
advantage of a situation of strength, improve a situation of weakness
and avoid taking wrong steps.
Conventionally, the tool is used to identify whether new innovation
in the business have the potential to be profitable.
Porter says that there are five forces that apply to any market and its
competitiveness, operating between willing buyers and willing sellers
of goods or services and no market dominance last forever because
of inevitable market and technological changes happen.

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Fig. 2 Michael Porter’s Five Forces
1. Supplier’s Bargaining Power- Zurich Insurance can dominate the
market because:

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 The market consists of a few large suppliers and the Zurich
Insurance is one among the few large players.
 The service of Zurich is more or less same like the other
supplier in the market. However, Zurich reputed as a strong
reliable brand with established client service and strong
underwriting team with a combine experience of over 100
years.
 Switching cost is high, if buyer switches to other supplier in
the market.
2. Buyer’s Bargaining Power- A buyer can impose increased pressure
when the following holds true-
 There’s small number of supplier in the market so buyers
bargaining power is low.
 Zurich product being supplied is undifferentiated and has fixed
cost of delivery so bargaining power is less.

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3. Threats of New Entrants-
 It is easier for a new business to enter the industry or for an
existing business to supply new products and services to your
target market through innovative channel.
 Competitors are thinking to approach digital platform to provide
more satisfaction to their customer.
4. Threat of Substitute- A substitute is something that meets the
same need and is of similar nature to your product. Zurich may face
substitution threat in market but it can be reduced by building brand
loyalty of customers belief in the effectiveness of new
product/services.
5. Competitive Rivalry- A competitive rivalry analysis determines
whether your business has or needs to work harder to develop a
competitive edge. The target market includes numerous

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competitors, all offering similar products and service, buyers have no
real incentive to purchase from your business exclusively, unless you
introduce any competitive changes.
10. OPPORTUNITY OF SYNERGY IN
LIFE AND GENERAL INSURANCE

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The various fronts at which Zurich International Life and Zurich
General Insurance can work hand in hand are as follows
 Zurich International Life’s customer database can be complied
with General Insurance, this will increase their customer base
and also it will give better insight of the customer linked with
Zurich.
 ZIL can use General insurance base to expand their market in
Middle East where ZIL is not having its foot print.
 If ZIL and General Insurance can be merged than it will result in
cost down of operation at many fronts, for instance
infrastructure, etc.

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 Life and GI has more or less same distributor channel so if they
go under same umbrella brand than cost of giving them
percentage of share of profit or commission would be less. For
instance, a customer buying Life and GI policy from same
distributor, than Zurich can compile that transaction as one and
allow commission instead of paying twice.
 If ZIL and GI merge together that will result in increasing in
their advertisement marketing budget and the allotted money
can be spend effectively.
 Working together of Life and General Insurance will also result
in increase of brand awareness. As General Insurance is very
new in the Middle East market so if they both merge together
then there will be increase in brand awareness among client.
And also if client of Life wants to take policy of General
Insurance they will remain loyal to the brand.
11. RECOMMENDED AREAS TO
IMPROVE

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The recommended areas to improve in digital platform are noted
below-
 Communication modes to be developed. The communication
process can be broadly divided into two parts-
 Above the Line – It is basically a mass media marketing
which is normally done for mass public. It involves a good
amount of investment and is done on major scale. It is
done through mediums like Television, Magazines,
Hoarding and banners, etc. If this communication is
adopted it will increase the awareness among people.
 Below the Line - This type of communication uses non-
media types of medium to promote various products. A

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few major characteristics of Below the Line
communication are enlisted as follows:
a) Below the communication has a kind of direct
interaction with end customer.
b) The impact of below the line communication is more
measurable than any other medium of communication as
below the line communication is aimed at selling the
product and services.
c) Below the line activities are generally targeted at groups
having unique needs, they generate a much higher
customer satisfaction.
d) It involves considerate amount of money. So it becomes
very important to use this kind of communication
effectively and efficiently.
The type of medium that can be used for this type of communication
is –
Outbound Dialers

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A predictive dialer application in which the system calls a list of
customers and delivers information about various offerings by the
service provider to the customer. It screens out the un-respond calls,
disconnected calls, etc. Also it predicts the next right time a customer
can be called. It will help to reach target customer in short time.
 Development of mobile application which will help Zurich
Insurance to create brand differentiation from other brands and
this is the perfect way to achieve it. The brand differentiation is
basically brought by positioning of brands. Positioning is the
place which the brand makes in the mind of customers or in the
market.
 Use Search Engine Marketing. It is a form of internet marketing
that involves the promotion of websites by increasing their
visibility in search engine result through optimization and
advertising. Search Engine Marketing may use search engine
optimization which adjust or rewrites website content to achieve
a higher ranking in search engine result pages or use pay per
listings.

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 Use Drip marketing as a communication strategy that sends or
drips, a pre written set of messages to customer or prospects
over time. The messages often take the form of email marketing,
due to low cost associated with sending multiple messages over
time. A direct mail piece for home insurance is sent to current
auto insurance customers in a cross-selling initiative.
 Blogging is one of the most popular internet marketing
techniques. A blog allows developing content, which is ideal to
interact with the customers and also helps for customer
acquisition. If blog is kept updated, Zurich will gain traffic and
recognized by search engine in top results.
 Social media marketing is the process of gaining website traffic
or attention through social media sites. Zurich should follow the
pathway of social media which will create contents that attract
attention and encourage readers to share it across their social
network. Social media network is the electronic word of mouth
which is any statement consumer share via the internet.

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11.1 Ansoff Matrix
According to Ansoff Matrix, Zurich Insurance must focus on
following market strategy to expand their reach.

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Fig. 3 Ansoff Matrix
Market Penetration strategy i.e. for existing market with existing
product because Zurich Insurance is already present across major
countries of Middle East therefore it can think of penetrating the
existing market by heavily promoting its brand and product across
this market so as to increase the customer base to win the heart-mind
share of customer dealing with insurance sector.

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Product Development strategy i.e. Zurich must think of developing
products to tape the untapped section of the existing market. The
strategy will help to draw customer attention. Therefore, Zurich
Insurance must undertake serious customer behavioral study in order
to create a new product for the existing market.
Market development strategy i.e. Zurich Insurance can think of
expanding its reach to areas in Middle East where it is not present to
provide it services. This strategy is beneficial for Zurich Life because
it can work hand in hand with Zurich General Insurance to tape the
untapped market where General Insurance is present. This will not
only help increase their base of customer but will help to increase
their revenue and net worth of the company as a whole.
Diversification strategy i.e. Zurich Insurance can think of launching
new product to tape new market to acquire customer which will help
Zurich to create brand image in mind of new clients.
11.2 Benefits of Recommendation

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The benefits of the recommendation are discussed below
 Easy to reach the potential client in less time.
 Awareness of brand will increase in the market.
 Drip Marketing which is recommended will help to build
relationship with customer and will help to gain customer
loyalty.
 Social media marketing will increase the customer interaction
and it will help to trace the interest of the client.
 Development of mobile application for customer would help to
know about the details of their policy anytime they want even if
they are in move they can access the details and fund
performance.

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 Flexibility in payment system will help customer to make
payment of their premiums hassle free.
12.LEARNING FROM THE PROJECT
My learning from this project is as follows
 A fair insight about the Insurance industry.
 Understood the Zurich Insurance position in digital world.

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 Helped me to improve my research skill.
 Understood to identify the competitive threats in the market.
 Learned about the online tactics to make more visibility in
digital platform.
13. CONCLUSION
Digital capability is essential to be a successful insurance company in
this century. To secure future digital success Zurich must change the
operating model and the way they listen to their customer.

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To this insurer must embedded a culture of innovation However,
focus more to be an innovative company. In recent survey of Deloitte
it has been found that 52% of the population is likely to switch online
for better service. Insurance is currently lagging behind in digital
curve.
In traditional path it is commonly seen that there is a positive
correlation in customer satisfaction between quality and frequency
of contact and also increase cross selling and less switching to other
providers. Digital technology can enable company to improve and
personalize communication. Customer expectation, in short, now
bridge to online world. They expect their insurance company to
understand their needs. Thus, it will be a great success for Zurich
Insurance as soon as it “cracks the digital nut”.

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LIST OF REFERENCES

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 www.brandstrategyinsider.com
 Bubukwar.Sachindra.MetLife.Sales.Manager
 Dumri.Rishad.Nexus Insurance Broker
 www.fpinternational.ae
 www.MarketResearch.com
 www.MetLife.ae
 Sharma.Shailendra.Goodwill Insurance
 www.wikipedia.com
 www.zurich.ae
 http://www.xerox.com/downloads/usa/en/gdo/brochures/Integrat
ed_Communication_Insurance.pdf
 www.businessinsurance.com
Annexure -1 (Questionnaire for mystery shopping)
For MetLife

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1. What are the modes of payment for premiums to be paid for the
policies?
2. Do you have any portal for customer service or taking policy
online?
3. What is the communication strategy you adopt to interact with your
existing clients?
4. What are the guidelines to be followed if one wants to surrender its
taken policy?
5. What is the maximum tenure of the policy given by your
organization?
For Generali and FPI

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1. Is there any flexibility in the premium payment? Like can I use my
credit/debit card for premium payment in both Generali and FPI
2. Do they both have any portal where I can be aware of performance
of investment?
3. Can I make amendments in address changing, beneficiary, etc in
the policy from the portal (if exist)?
4. Ideally What communication strategy it adopt to interact with
clients?
5. Do they have any mobile application which will help them me to
access anytime?

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Annexure - 2 [Questioned asked by policy provider to
understand client need]
1) Name and date of birth of both ( you & Your husband ),please
also mention if you or your husband is smoker .
2) What is the purpose of investment ? ( Child education/
Retirement / Wealth creation / Family financial protection )

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3) How much amount would you like to invest/save every year ?
4) How many years would you like to invest ?
5) Do you also want Life Insurance benefits along with Critical
illness & disability cover for both ? if yes , then till what age ?
6) How would you like to invest ? on monthly
/quarterly/semiannual /annual basis ?
7) What kind of returns you are expecting ? ( 6-7 % or 9% above )
Glossary
 FPI – Friends Provident International
 GL- General Insurance

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 IWA- International Wealth Account
 ITA – International Term Assurance
 SEO- Search Engine Optimisation
 SEM- Search Engine Marketing
 ZIL – Zurich international Life