Nominee for The Digital Insurer's Asian Insurance Innovation Award

1. Mobility@HDFC Life
HDFC Life New Business Overview
Central
Processing
Unit
HDFC Life
Branch
Underwriting
& Medical
Policy
Dispatch
Customer
Verification
TAT: ~15 days (75th Percentile: ~45 Days)
New Business Value Chain
398 Branch
Locations
29 individual
and 8 group
products
10000+
Sales Force
9000+
Distributor
touch points
Multi Sales
Channels
Highly
Regulated
Net
Premium:
80.6 bn
(FY 16)
Inventory
Shortage
High Wait
Time
No Real Time
Update
Non FTR
Dependency
on Back
office
Multiple
Handoffs
STRENGTHS CHALLENGES
SHORTAGE OF
PROPOSAL
FORMS,
BROCHURES,
LEAFLETS
CUSTOMER COMPLAINTS
ADDITIONAL
REQUIREMENTS
CALLED: 5-10%
SALES QUERIES
& FOLLOW UPS
WITHDRAWALS / CANCELLATIONS
CASES PENDING
FOR
VERIFICATION:
5-7%

2. Mobility@HDFC Life2
Our response over the period of time
Pre POSa
POS &
OPSb
TEBTc
Mobility
a: Point of Sale; b: Online Policy Sale;
c: Technology enabled business transformation;
d: Underwriting rule engine
 Manual Form filling
 Manual Controls
Dedicate Queue Management
Multiple QC Checks
Electronic Proposal form
Upfront basic underwriting decision - Magnumd
Mistake Proofing with document checklist build in
Online buying by customer enabled
2001-2010
2010-2012
2012-2015
2015 onwards
Service Oriented Architecture (SOA) Design
End to end system integration & workflow
Sun set of few legacy systems
Zero Branch Dependency
Available on basic devices
Simplified form filling
Self Service by Sales – ‘Zero
distance’ - ‘Zero’ paper work
“most successful &
admired…”
“most Trusted…”
“easiest to deal
with…”
“offer best value for
money…”
“set standards…”
THEMOST
OBVIOUS
CHOICE
OUR GUIDING PRINCIPLES: VISION

3. Mobility@HDFC Life3
Mobility solution replaces the conventional challenges through
simple & effective apps
Mobility replaces…Application forms Mobility
replaces…Desktops/Laptops
Mobility replaces…Scanners at
branch
Mobility replaces…Data entry
operators
Mobility replaces…Call Center
Agents
Mobility enables…Online payment

4. Mobility@HDFC Life4
BACK SIDE
 A single page document to knock off
multiple requirements eg (HDFC Bank - 10
| All other channels - 7)
 Simplifies the current 18 pages (193 fields)
requirements into 1 page back to back (62
fields)
 Incorporates the design insights on
behavior dimension and in builds ease of
filling the details, compatible to OCR
 Makes us ready for RBI mandate of
implementing NACH in place of SI/ECS and
readiness for FATCA implementation
 Designed in 7 vernacular languages and
available in 3 versions, covering all
channels requirements
 Compatible with Lifeline, instaFR and mSD.
 Applicable across 'all products' and 'all
channels' for login through Lifeline and
Mobility platform
Introduction of CCD
FRONT SIDE
Mobility had a positive influence on underlying support
processes
Customer
Consent
Document (CCD)
Other initiatives like Straight Through Pass (STP) on mobile further enhances the overall customer experience

5. Presentation Title – Verdana 9 points regular5
Mobility Suite @ HDFC Life
Prospecting Lead Creation Lead Fulfillment
Online
Payment
e-Signature
Upload DocFR fulfillment
‘InstaKit’
(Content Management
System)
Form Filling
‘mSD’
(Sales
Management)
‘InstaLife’
(Mobile POS)
1 2 3
‘InstaFR’
(Upload
Manager)
4
‘InstaVerify’
(Mobile PCVC)5
PCVC
Brick & Mortar set up Sales on the Move
‘m-HelpLine’
(App helpdesk)6

6. Mobility@HDFC Life6
* Increasing business trend from 50% to 66%* 56.08% of the total logins comes from Mobility
* Self upload of docs increased from 41% to 99%
0.04% 0.11% 1.21%
3.34%
9.02%
37.98%
50%
56.08%
Sep Oct Nov Dec Jan Feb Mar Apr
50% 53%
59% 57%
52%
63%
68%
60%
66%
Aug Sep Oct Nov Dec Jan Feb Mar Apr
41.3%
50.7%
59.4%
62.8%
72.3%
90.5%
98.9% 98.9% 99.3% 98.9%
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr
0.11%
0.44% 0.56%
0.54%
2.50%
4.41%
7.22%
8.56%
7.54%
Aug Sep Oct Nov Dec Jan Feb Mar Apr
Mobility is now a way of life in HDFC Life sales process. Adoption
has been quick in FY 16
75% CALL CENTER
SEATS REDUCED
18 LAC+ FORMS &
BROCHURES SAVED
150+ LAPTOPS & 850 THIN
CLIENTS REDUCED
50+ OUTSOURCE STAFF
RELEASED (SCANNING)
25000+ POLICIES
CUSTOMERS VERFIED
99.9% ONLINE; NEAR
ZERO PHYSICAL FORMS
* Increasing trend on usage MoM
>30000 NOP LOGGED
IN FY ‘16
25 SCANNERS
REALLOCATED

7. Mobility@HDFC Life7
A project of this scale couldn’t have been possible
without a strong Project Management rigor
Dedicated Core Team
Design Thinking – IDEO
Structured Project Plan – Gantt Chart
CORE TEAM SUPPORT TEAM GOVERNANCE
Cross functional support team
Multi Vendor Strategy
Finance Team inclusion at inception
Daily Management – Team Huddles
Weekly Team reviews with IT Head
Management Review & Sponsorship
 Project/Process risk identification & mitigation – FMEA
 Focus on Visual Management – Dedicated vendor hired for UI# design
 Rigorous User Acceptance Testing (UAT) before launch
 Change Management considerations brought in:
• 100+ training sessions (2500 FLS in 15 cities covered)
• BPM based Process Design – Process included in Concurrent audit scope
• Ongoing communication via Sales Communication ID & WhatsApp Groups
• Tablet Allowance Policy defined (BYOD*) - offers and Discounts rolled out
*BYOD: Bring your own device, #UI: User Interface

8. Presentation Title – Verdana 9 points regular
8
Mobility Solutions have provided a competitive edge to HDFC
Life in the market place
Parameter HDFC Life C1 C2 C3 C4 C5 C6 C7
Content
Management
(Product PPTs,
Leaflets,
Comparison,
Videos & Need
analysis)
No Need
Analysis.
My Mix can be
used for Need
Analysis
Includes FPT &
product
recommendatio
n
Simple ppt and
videos for few
categories
Includes FPT &
product
recommendation
Need analysis
integrated with
Selling opportunities
Lead
management Integrated Geo-located
Leads
Q&I
Offline
Proposal
submission with
Upload Manager
Only for term plan.
Other products under
testing
Offline
PCVC
Business
through Digital
platform
55% 35% NA NA NA
5-10%
Term plans sourced
NA NA

9. Mobility@HDFC Life
EMPLOYEE MANAGEMENT
mSD
InstaLife
InstaKit
InstaFR
InstaVerify
CP Calulatr E-MIF
M-Helpine
Customer
HDFC Bank
Group
(FLS&Partner)
Retail
(FLS,FC&Distributor)
Lead Creation
<1 min
Self upload
>80%
PCVC
< 5 mins
Mobile form
< 5 mins
 Sales pitch tool
 Access forms/formats
 Fund Performance update
 Total Lead Management
 Quotes & Illustration
 Sales Calculators
 Mobile Proposal form
 Electronic signature
 App based Customer Verification
 Payment Gateway integration
 FR Upload Manager
 Online Policy Purchase
 Calculators
 Renewal Payment
 Claims
 NAV tracker
 Customer Portal
 Branch Locator
 e-Document Vault
 Integration with H bank app*
 Attendance Management
 Leave Management
 Non CTC Re-imbursement
Mobility Landscape: HDFC Life
SIMULATED TESTING ENVIRONMENT
REPORTING CAPABILITY
RESPONSIVE WEB DESIGN (RWD) PLUG AND PLAY CAPABILITIES
MULTI VENDOR STRATEGY
HELPDESK SUPPORT
PLATFORMS
DEVICES
Geo-Attendance
* Go live was planned for Sep 2015. Delayed

10. Mobility@HDFC Life
Phase 1 will be strengthened. Phase 2 will focus on building
enterprise platforms & capabilities to enhance sales productivity
10
GPS
Capabilities
Branch on
Phone
Mobility
Phase 2
Frontline
Productivity
India Stack
TrainingFLL
enablement
Mobility Phase 1 Mobility Phase 2
InsatKit:
• Content will be regularly reviewed and
enhanced
•iOS Version to be launched
InstaLife:
• New Products will continue to be added
•Extension to International Business &
other Partner channels
mSD:
•STP Integration
InstaFR:
•Optical Character Recognition being
explored
InstaVerify:
• Offline module being worked upon
Also,
HDFC Life Continues to expand its mobility reach in newer domains like
‘CUSTOMER SERVICE & EMPLOYEES’

11. Mobility@HDFC Life11
Summary of novelty introduced through Mobility Project
PRODUCT
PROCESS
POLICY
PEOPLE
Cancer Care:
Processing TAT reduced from days to minutes.
Offline App reduced internet dependency
InstaVerify:
Empowerment in the hands of front line sales through innovative solution
Tablet Allowance Policy:
BYOD* policy introduced. Process simplified with no administrative hassle
mHelpline:
Dedicated helpdesk set up for query management & App support
*BYOD: Bring your own device