This document provides an analysis of the value chain of HDFC Life. It discusses HDFC Life's firm infrastructure including its joint venture ownership, wide network of over 400 branches across India and overseas, and goal of a fully digital experience. It also summarizes HDFC Life's human resource management, research activities, technology systems, procurement, inbound and outbound activities, operations, marketing and sales, services offered, and focus on maintaining margins.

1. VALUE CHAIN ANALYSIS of HDFC
LIFE
BY-
SANSKRITI JAISWAL

3. FIRM INFRASTRUCTURE
• HDFC Life is a joint venture between HDFC Ltd (51.6%) and standard Life
(29.3%).
• Presence in more than 980 cities
• Has a wide network of more than 414 branches
• New tie-ups and partnership comprising 149 banc assurance partners
• Office outside India in Dubai
• Aim to achieve a completely digital distributor and consumer experience
with near zero reliance on paper and physical infrastructure
• Shares of HDFC Life are listed on National Stock Exchange of India Ltd.
And BSE ltd.

4. HUMAN RESOURCE MANAGEMENT
• More than 17300+ committed employee
• Performance management process, training and development
programs, performance linked plan, employee stock option.
• Foster learning culture aimed at creating leadership in the industry
• Offers various group insurance policies like group term, pension
&ULIP PLAN.
• Offers saving solutions for employees, gratuity plans & leave
encashment.
• They provide HDFC LIFE GROUP VARIABLE EMPLOYEE BENEFIT

5. RESEARCH
• Continuous improvement on customer experience across all touch points.
• Identify niches for owning customer segments
• Investments in technology for creating a platform enabling future growth
• Acquire and activates new partnerships across segments.

6. TECHNOLOGY AND SYSTEM LEVEL
• ELLE, recently launched Chatbot, available 24*7.
• Available on social media with their twitter bot,Neo .
• SPOK, EMAIL BOT
• Integration with HDFC bank net banking.
• Customer of HDFC bank who hold policies with HDFC life can access their
insurance details on the HDFC net banking portal.
• Simplified payment process through HDFC net banking which complete
the transaction in just 3 clicks.
• Customer servicing and policy servicing(CSPS)
• INSTAVERIFY-TO PROVIDE unique and personalized experience in
customer verification while on boarding

7. PROCUREMENT
• Stationary services.
• Canteen services.
• Courier services.

8. INBOUND
• Well established domestic image in the Indian market
• Supported by the international image of standard life insurance.
• Best customer service.
• Very strong base in capital and reserve.
• Extensive network in the country
• Customized packages.
• Get health cover of 3 lakh at less than 8 rupees/Day
• Increase and diversify business mix.

9. OPERATIONS
• Have a quicker, simpler and an efficient claim settlement process
• Increase operational efficiency through Faster TAT
• Leveraging automation and robotics:20+ internal process
automated
• HR planning process to achieve efficiency in their various services
• Customer database mgt
• Specialized advisory team for catering queries

10. OUTBOUND
• High quality customer relationship mgt.
• 99%+ Claim settlement ratio
• Average customer complaints reduced by 24%
• Over 30% reduction in new business policy issuance TATs
• Disciplined credit risk mgt
• Over 25% of post sales verification calls completed through insta verify
(mobile app)

11. MARKETING AND SALES
• CSR activities
• One of its most popular taglines is SAR UTHA KE JIYO and it has created
high visibility amongst consumer
• promotional activities
• Successful advertisement via electric media.
• Official website that offers information to interested parties
• Leverage customer interaction opportunities to cross sell
• End to end online enablement of sales and services

12. SERVICES
HDFC LIFE PROVIDES COVERAGE AGAINST :
• Hospitalization‘
• Surgical procedure
• Critical illness
*depending upon the plan option chosen for.
RANGE OF PLANS OFFERED BY THE COMPANY
INCLUDES:
• Protection plans
• Retirement plans
• Health plans
• Saving and investment plans
• Young star plan
• Women's plans
• KEY PRODUCT INCLUDES PENSION, SAVINGS, HEALTH,
INVESTMENT AND A WIDE RANGE OF PLANS.

13. MARGIN
• Brand equity because of high quality service and
relationship management.
• Market leader in online transaction by providing
customized plan.
• T & D programs to maximize business per employee.
• Strict control to avoid shortage and surplus of
manpower.
• Offer greater customer choice, flexibility and
convenience.
• Easy transaction process.

14. THANKYOU