A STRATEGIC COMPONENT OF GLOBAL DELIVERY FOR UK AND AUSTRALIAN INSURERS

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Contact us and learn moreMohit Manchanda (Head of Insurance, UK & Europe)

Customer service quality matches on-shore resources

Representatives understand conversational nuances

• Strong foundation in contact centers and complex, niche functional areas‒ Deep domain knowledge in financial services

• Young, skilled English-speaking

workforce‒ Cultural a�inity with the

UK, Australia, and, increasingly, the US

‒ Young, tech-savvy talent pool

• Sizable regional and domestic market opportunity

‒ Large and growing domestic market across telecom, Banks and Insurance and retail industries

• Strengthening ICT and digital capabilities

‒ Tech-enabled value addition enhances customer experience

mohit.manchanda@exlservice.com +44 79580 400 440

Wayne Reed (Vice President Insurance, UK & Europe ) Wayne.Reed@exlservice.com + 44 7801 684041

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SOUTH AFRICA

Nick Lamb (Vice President Insurance, UK & Europe ) Nick.Lamb@exlservice.com +44 79046 987 88| |

~25% CAGR growth in South African GBS market in the past 5 years

2X Global Business Services headcount has more than doubled since 2015

76% South African GBS employees serving the UK market

60%-70% more cost e�ective than UK/Australia delivery

UK time zone alignment

GLOBAL SERVICES DELIVERY: HOW SOUTH AFRICA COMPARES

SERVICE DELIVERY IN SOUTH AFRICA

EXL IN SOUTH AFRICA: 8X GROWTH IN THE PAST 5 YEARS

Select client examples

An Insurance customer service hub

Certified on PCI DSS Standard 3.2 & ISO 22301 Certified

Leading P&C UK Insurer: Managing inbound service and claims calls Scope • Service: Policy changes, Coverage verification, Payments, Refunds, Upsell, assist with document request and complaints management

• Claims: Claim set-up, Cover verification, Instructions to supplier – high complexity work requiring great Customer Service, High EQ and natural ability to exercise empathy

Large P&C Australian/ New Zealand Insurer: Managing inbound sales and service callsScope • Services: Quotes, Amendments, Product Alignment and

Sales, Renewals, Policy changes, Coverage verification, Payments, Refunds, Document request and Complaints management.

• Sales: Our support of their sales and customer service process requires complex domain expertise, strong negotiation skills, and a deep sense of empathy.

• Cancellation and retention

OUR KEY DIFFERENTIATORS

EXL SA an International

Insurance Hub

• EXL South Africa is 100% focused on Insurance operations and customer care

• Engagements with University of Western Cape and other private sector organizations to attract the right talent, including support for postgraduate degrees in Data Analytics and Business Intelligence

• Customized, in-house insurance academy to develop deeper domain expertise in insurance and technology, as well as business and leadership skills

• Customer Experience and Quality Assurance team which helps generate regular insights

Attracting and Retaining

the right talent

• Quality of personnel and hiring rigor - 98% throughput in client accreditation

• Multi-channel recruitment: A diversified strategy to get the best the country has to o�er

‒ Agencies ‒ 25% are recruited through an internal referral program, indicating the high

employee satisfaction levels ‒ Impact sourcing – Learnership programs through Monyetla & Harambee, in partnership with the government and industry associations, focus on unemployed

youth and disability sourcing and placement. We have sourced 190+ employees through these programs in the last five years, making an impact in the region and fostering loyalty among those hired.

INVESTMENT IN OUR STAFF Talent & Tenure

of our team developed in to leadership or support roles in the last five years

16%of or frontline leaders have been promoted internally

60+%

Average tenure of leadership team

3 years The Best Benefits in the Insurance Industry ensures focus on health and family

PROVEN TRACK RECORD

Best contact center employee retention numbers recorded in the region

Customer satisfaction targets surpassed within 60 days of going live

Insurance call center operations regularly exceed target customer satisfaction scores

For a large Australian/ New Zealand insurer (Q4, 2019)

83% vs. a target of 75% customer experience score

Achieved target within 15 day of go-live

For a large UK P&C insurer (2017)

82% vs. a target of 77% customer experience score

Achieved target within 60 day of go-live

EXL AWARDS

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2019 GBS awards hosted by BPESA

• Top Emerging Operator Award• Top O�shore Campaign for Australia• Top Impact Sourcing Award (National)• Top O�shore Manager (Awarded to an

individual from EXL SA)

2018 Awarded the Automation Project of the Year in the Global Sourcing Awards at Cape Town

2017 EXL SA won silver in ‘Best Contact Center’ (Medium) category in the Contact Center world awards, London

GLIMPSE OF OUR SOUTH AFRICA CENTRE

Strong cultural and industry alignment, especially in insurance

GLOBAL DELIVERY THAT GENERATES VALUE FOR INSURANCE CLIENTS