AN ORGANISATIONAL STUDY At

ICICI PRUDENTIAL LIFE INSURANCE COMPANY

Internship submitted in partial fulfillment of the requirements for the award of the degree of MASTER OF BUSINESS ADMINISTRATION
of

BANGALORE UNIVERSITY
by

DHEERAJ SHARMA
Register No: 09201060
Under the guidance of

PROF. BARKATH UNISSA

CMR Institute of Management Studies C.A. #2, 3rd C cross, 6th A Main, HRBR layout 2nd Block, Kalyana Nagar Bengaluru-560 043

2009-2010

STUDENTS DECLARATION

I hereby declare that this Internship titled AN ORGANIZATION STUDY AT THE ICICI PRUDETIAL Nangal Punjab submitted by me to the Department of Management, Bangalore University in partial fulfillment of requirement of MBA Programme is a bonafide work carried by me under the guidance of Prof. Barkath unissa, Department of Management Program, CMRIMS (AUTONOMOUS). This has not been submitted earlier to any other University or Institution for the award of any degree/diploma/certificate or published any time before.

Place: Bangalore Date:

DHEERAJ SHARMA (09201060)

INTERNAL GUIDE CERTIFICATE

Certified that this Internship titled AN ORGANIZATION STUDY AT THE ICICI PRUDETIAL Nangal Punjab submitted in partial fulfillment for the award of MBA degree of Bangalore University, was carried out by Adil Bashir (Register Number: 09201060) under the guidance of Prof. Barkath unisssa, Department of Management Program, CMRIMS (AUTONOMOUS). This has not been submitted to any other University or Institute for the award of any degree/diploma/certificate or published any time before.

Place: Bangalore Date:

PROF. BARKATH UNISSA Professor

EXTERNAL GUIDE CERTIFICATE

Certified that this Internship titled ORGANIZATIONAL STUDY AT THE ICICI PRUDENTIAL Nangal Punjab submitted in partial fulfillment for the award of MBA degree of Bangalore University, was carried out by Dheeraj Sharma (Register Number: 09201060) under the guidance of Mr. Amit Kaushal Unit Manager . This has not submitted to any other University or Institute for the award of any degree/diploma/certificate or published any time before.

Place: Nangal Date:

Mr. Amit Kaushal Unit Manager

ACKNOWLEDGEMENT
First of all I express my gratitude to GOD for providing me mental and physical capacities to carry out this Internship Project. I express my gratitude to our beloved principal Mrs. Suja Bennet for allowing me to do this internship study. I also express sincere thanks to our respected Director Prof. T. Balachander for his guidance and support during the tenure of my project and I also thank my project guide Prof. Barkath unissa, for her guidance and support in my project. I express my profound thanks to Unit Manager for providing me an opportunity to do the organizational study at ICICI PRUDENTIAL LIFE INSURANCE Nangal Punjab. Special thanks are due to Mr. Amit Kaushal for his guidance and support during my stay at Head Quarters and thereafter. Many departmental heads of ICICI PRUDENTIAL contributed effectively towards the preparation of this report, by way of their guidance and support, despite their busy schedule.

DHEERAJ SHARMA

EXECUTIVE SUMMARY

EXECUTIVE SUMMARY
ICICI Prudential Life Insurance is one of the largest Insurance networks in the country, and 2nd Life Insurance Company in India. The ICICI Group has been in existence since 1955 when ICICI Ltd., was created. ICICI Prudential started in 2002 as subsidiary of ICICI Ltd., Today ICICI Life Insurance has a customer base of 4 million with total assets exceeding Rs.1, 00,000 Cr. making it the 2nd largest life insurance company in the country, next only to LIC. The Insurance sector, after the opening up, provides greater opportunities. Several global players have emerged and the market has changed significantly. In the changed scenario, the expectation is that the low Insurance premium as a percentage of GDP prevailing in India will improve and will offer better opportunities to the insurance players. Life Insurance sector is one of the key areas where enormous business potential exists. In India currently the life insurance premium as a percentage of GDP is 1.3 per cent against 5.2 per cent in the US, but in the liberalized scenario, the life insurance premiums were projected to grow at around 18% to 20% from Rs 215 billion in 1998- 99 to Rs 592 billion in 2004-05 and to Rs 1450 billion by 2009-10. Corporate non-life premium was projected to grow from Rs 84 billion in 1998-99 to Rs 386 billion in 200910 and personal line non-life from Rs 4 billion to Rs 51 billion. In the life Insurance segment the Life Insurance Corporation of India (LIC) is the major player. The LIC has 2050 branches. It is constituted in to seven Zones. Currently there are 5, 60,000 LIC agents in India. General Insurance is another segment, which has been growing at a faster pace.

TABLE OF CONTENTS
Chapter No.

Chapters

Pg. No.

1. INDUSTRY PROFILE 2. COMPANY PROFILE 3.

1 - 18

19-48

49 52 ORGANIZATIONAL HIERARCHY

4. FUNCTIONING OF DEPARTMENTS 4.1 Marketing 4.2 Finance 4.3 Human Resource 5. SWOT ANALYSIS 6. SPECIAL TASK 7. FINDINGS, SUGGESSIONS & CONCLUSION

53-60

61-63

64-66

67-70

a Bibliography

CHAPTER 1 INDUSTRY PROFILE

INDUSRTY PROFILE
1.1 Origin of Life Insurance
Life insurance was born in England when the first policy providing temporary cover for a period of 12 months was issued as early as 1583 A.D. The Amicable Society started granting fluctuating sum on death since 1705 and a fixed sum since 1757. With the development of mortality tables, life insurance acquired a scientific character. The Equitable Society founded in 1762 was the first society established on scientific basis.

1.2 Origin of Life Insurance in India

In India, after the failure of 2 British companies, the European and the Albert in 1870, which attempted writing business on Indian lives, first Indian life assurance company was formed in the same year called Bombay Mutual Assurance Society Ltd. It was followed by Oriental life assurance Company limited in 1874, Bharat in 1896 and Empire of India in 1897. The idea of insurance was born out of a desire of the people to share the loss of an individual by many. Originally, it was restricted to other forms of life insurance. It started with marine insurance where the losses on account of perils of the sea were shared by all who were engaged in trade. References to some forms of insurance have been found in the codes of Hammurabi Manu. The Swadeshi movement of 1905 provided impetus to the formation of several companies such as the Hindustan Cooperative, the United India, the Bombay life, the National. Further in the wake of freedom movement, number of companies such as the New India, the Jupiter, and the Lakshmi emerged.

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The government began to exercise certain measure of control on insurance business by passing Insurance Act in 1912. In order to control the investment of funds, expenditure and management, a comprehensive Act was passed known as Insurance Act 1938. To control the affairs, the office of controller of insurance was established. The Act was amended extensively in 1950.

1.3 Indian Insurance Market History

Insurance has a long history in India. Life insurance in its current form was introduced in 1818 when Oriental Life Insurance Company began its operations in India. General insurance was however a late entrant in 1850 when Triton insurance company set up its base in Kolkata. History of insurance in India can be bifurcated into 3 eras:

Life insurance was the first to be nationalized in 1956. Life Insurance Corporation of India was formed by consolidating the operations of various life insurance companies. General Insurance followed suit and was nationalized in 1973. General Insurance Corporation of India was set up as the controlling body with New India, United India, National and Oriental as its subsidiaries. The process of opening up of the insurance sector was initiated against the background of Economic Reform Process which commenced from 1991. For this purpose, Malhotra Committee was formed which submitted report in 1994 and Insurance Regulatory Development Act (IRDA) was passed in 1999. Subsequently, Indian Insurance was opened for private companies which began operations since 2001.

1.4 Indian Insurance Market History

For years now, private players have been active in the liberalized environment. The insurance market has witnessed dynamic changes which include presence of a fairly large number of insurers both life and non life segment. Most of the private insurance companies have formed joint venture partnering well recognized foreign players across the globe.

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There are now 21 insurance companies operating in the Indian market. With many more joint ventures in the offing, the insurance industry in India today stands at cross roads as competition intensifies and companies prepare survival strategies in a de-tariffed scenario. There is pressure from both within the country and outside on the Government to increase the Foreign Direct Investment (FDI) limit from the current 26% to 49% which would help JV partners to bring in funds for expansion.

1.5 Top 10 Players in Insurance Companies in India 1.5.a Life Insurance Corporation of India Life Insurance Corporation (LIC) came into existence on 1st September 1956 through the
amalgamation of 154 Indian insurance companies, 16 non-Indian companies and 75 provident. The amalgamation was achieved with the help of Life Insurance Act passed by the Parliament in the same year. The LIC was created with the goal of reaching all the insurable people in the country and providing them financial coverage at a reasonable price. In the year 1956, LIC had 5 zonal offices, 33 divisional offices and 212 branch offices. With time there was a need for a branch office at every district headquarter and many branches were opened, which raised the pace of the organization. LIC now has 2048 fully computerized branch offices, 100 divisional offices, 7 zonal offices and the corporate office. At present, online premium collection facility is being offered in selected cities as LIC has tied up with some banks and service providers. For providing customer satisfaction the organization has introduced various schemes such as ECS, ATM premium payment facility, IVRS, Info centers which are set up in various cities including Mumbai, Bangalore, Chennai, Kolkata, New Delhi, Pune and many more. It has also come up with SATELLITE SAMPARK offices providing easy access to policyholders. LIC has crossed many milestones and set standards for itself fostering unmatched performance.

Objectives

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Holding the money with obligation and using it in the best possible manner in the interests of the policyholder and the community. Bringing attractive savings plans and making them easily accessible to the policyholders. Giving attractive returns to the people and keeping in mind national priorities. Being trustworthy to the customers and develop the spirit of corporate social responsibility. Spreading insurance in both rural and urban areas and covering all the insurable persons at a reasonable cost. Bringing in plans and policies favorable to the changing environment. Providing efficient service and involving people in the organization for their satisfaction.

1.5.b Bajaj Allianz General Insurance Company Limited

Bajaj Allianz General Insurance Company Limited is a joint venture between Bajaj Auto Limited and Allianz AG of Germany. Bajaj Allianz General Insurance came into existence on 2nd May 2001, when it got certification of Registration from the Insurance and Regulatory Development Authority. Bajaj Auto has a share of 74%, whereas Allianz has the remaining 26%. In the very first year, the company made a strong position for itself in the industry and was reckoned amongst the top private insurers. The premium income of the company as on 31st March 2006 was Rs. 1285 crores, whereas the profit after tax made was Rs. 52 crores. Bajaj Allianz has a Pan India network covering over 100 towns from Jammu to Thiruvananthapuram and aims to spread its operations in many other cities. The vision of the organization is to be the first choice for customers, and provide job satisfaction to the employees and create shareholder value. The organization strives to excel in its products and services, providing total customer satisfaction. Bajaj Allianz serves customers in all areas of General and Health Insurance as well as Risk Management. It has in-depth knowledge of the local market and extensive

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distribution network with expertise, stability and experience. It has a capital base of Rs. 147 crores, and is allowed to serve both the General and Health insurance. It has achieved iAAA rating, by ICRA Limited and has the highest claims- paying ability and a stable position in the market. In a 2006 survey, Business World has rated it among the Most Respected Companies, putting it at No.2 position in Insurance sector. The Company provides the following products under general insurance: Travel Insurance Asset Insurance Health Insurance Corporate Insuranceccc

1.5.c ICICI Prudential Life Insurance Company

ICICI Prudential is a joint venture between ICICI bank and Prudential plc, both having strong operations in their respective countries. ICICI bank is one of the leading banks in India providing quality financial services and Prudential is an international financial service provider headquartered at United Kingdom. ICICI and Prudential have respective shares of 74% and 26%. The Company started operating in December 2000. Currently, total capital with the company is Rs.18.15 billion. ICICI Prudential was the first insurance company in India to receive a National Insurer Financial Strength rating of AAA (Ind.) from Fitch ratings. It has been given the honour of being among the Most Trusted Brands in the industry by Economic Times for 3 consecutive years. It has a network of 450 branches, over 1,50,000 insurance advisors and 18 bancassurance partners. As the organization grows and develops, it keeps introducing new range of products and services and enhancing the quality of plans and solutions given to the customers. The distribution network is one of the best, and is spreading across the length and breadth of

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the country. As on December 31, 2006, it had made imprints in over 360 cities and towns in India. It has over 1,75,000 advisors across the country, serving clients with full commitment. It has tied up with ICICI Bank, Bank of India, Federal Bank, Lord Krishna Bank, some co-operative banks, NGOs, MFIs and corporates for making inroads into the rural areas. Products Insurance Solutions for Individuals: ICICI Prudential Life Insurance offers several novel, customer-centric products for customers at every stage of life. The products and services offered by the organization are in various fields, such as:

Savings & Wealth Creation Solutions

Premier Life Gold LifeLink Super Invest Shield Life New Cash Plus Cash Bank Life Time Super & Life Time Plus Save 'n' Protect.

Retirement Solutions
Life Link Super Pension Forever Life Immediate Annuity Life Time Super

Child Plans
Education insurance - Smart Kid

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Protection Solutions
Life Guard Home Assure Group Insurance Solutions ICICI Prudential also offers Group Insurance Solutions for companies seeking to enhance benefits to their employees. Group Immediate Annuities Group Term Plan Group Superannuation Plan Group Gratuity Plan

1.5.d ICICI Lombard General Insurance

ICICI Lombard General Insurance Company Limited is a joint venture between ICICI Bank Limited and Fairfax Financial Holdings Limited. ICICI bank is India's second largest bank; Fairfax is Canada-based, engaged in general insurance, reinsurance, insurance claims management and investment management. ICICI Lombard General Insurance Company commenced its operations in general insurance business in August 2001. ICICI Lombard is India's number one private insurance company; it is also the first general insurance company to be given certification of ISO 9001:2000. The company provides simple and fast documentation, fast claims settlement, online policy issuance, and comprehensive product line. It has also been given iAAA rating by ICRA for having highest claims paying ability. In the very first year of operations, it was able to reach financial breakeven and achieve

16

underwriting breakeven in the second year. Security is provided through encryption and it is the first company to provide digitally signed documents. It has been honored as the most Customer Responsive Company by the Economic Times. Times of India has designated it as the Best Housing Insurance in the Smart Living Awards by 360 degrees. It has also been awarded Gold Shield for "Excellence in Financial Reporting". It is among the top three companies to be awarded the "General Insurance Company of the Year" at the10th Asia Insurance Industry Awards.

Products Business Solutions

Industrial All Risk Fire and Special Perils Electronic Equipment Insurance Fidelity Insurance Consequential Loss (Fire) Insurance Tea Corp Insurance Burglary Insurance Machinery

Personal Solutions
Group Personal Accidents Health Health Insurance

Project Solutions
Contractors' All Risk Contractors' Plant & Machinery Erection All Risk Performance Guarantee

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Liability Solutions
Director's & Officers Liability Product Liability Workmen's Compensation Event Insurance Product Liability

Travel Insurance
Senior Citizen Overseas Travel Individual Overseas Travel Corporate Overseas Travel Domestic Travel

1.5.e Birla Sun Life Insurance Company Limited.

Birla Sun Life Insurance Company Limited (BSLI) is a joint venture between Aditya Birla Group and Sun Life Financial Inc. BSLI started functioning in March 2001 after getting the certificate of registration from IRDA. Birla Sun Life Insurance Company Limited introduced unit Linked Life Insurance Solutions in India. Within a short span of time it was able to establish itself as a leading player in the Private Life Insurance Industry. It has been innovative and come up with customer-centric products to provide safety and services. The company has web-enabled IT systems for better customer services and a strong distribution channel which is easily approachable. The company shows corporate governance and a high degree of transparency in all business practices. It has professional knowledge and global expertise of Aditya Birla Group. Birla Sun life Insurance has been providing first class financial solutions to its customers and has been amongst the top three private sector life insurance companies.

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Its mission is to be amongst the top players in the eyes of customers and the first choice of insurance and retirement solutions to individuals and groups. These innovative solutions are linked with global and technical expertise and are deployed by a multichannel distribution network and enhanced technology. The company aims at keeping all people associated with it - customers, clients, stakeholders and employees- happy and fully satisfied. It wants to provide value added products and services to the customers, job satisfaction to employees and highest returns to the shareholders. Qualities like integrity, commitment, passion, and speed are the core values of the company. The products offered by the company are:

Individual Life Protection

Premium Back Term Plan Birla Sun Life Term Plan

Saving
Simply Life Flexi Save Plus Supreme Life Life Companion Flexi Cash Flow Prime Life Flexi Save Plus

Children
Children's Dream Plan

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Retirement
Flexi Secure Life Retirement Plan II Riders Critical Illness Plus Rider Term Rider Waiver of Premium Critical Illness Rider Critical Illness - Woman Rider Accidental Death and Dismemberment Rider

1.5.f TATA AIG General Insurance

Tata AIG General Insurance Company Ltd. is a joint venture between Tata Sons and American International Group, Inc. (AIG). The Tata Group is holding 74 per cent stake and the rest 26 percent is held by AIG. The company has got the expertise, knowledge and strength of both the organizations. Tata AIG General Insurance Company was founded on January 22, 2001. It offers general insurance in various categories, such as automobile, home, personal accident, travel, energy, marine, property and casualty and specialized financial solutions. Jamsetji Tata founded Tata Group in 1860s. It has an estimated turnover of around US $ 14.25 billion. It has spread its operations in various fields such as steel, power, hotels, airlines, software services, communications, etc. Some of its major projects have been Tata Tea, Tata Steel, Tata Chemicals, Titan, Tanishq, Voltas, Westside and Tata Motors. Its imprints are made on the telecommunication and technology sector. Regarding telecommunications, it is the largest international long distance service provider. Approximately two- third of the equity of Tata Sons is held by a host of national institutions in science and technology, medical services and performing arts. By

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combining the ethical values with business acumen and fulfilling its commitment to the nation, it has become one of the largest groups in India. American International Group, Inc. (AIG) is the leading international player in insurance and financial services. Its network spreads across 130 nations. AIG member companies serve all types of customers, be it commercial or individual. AIG is among the leading insurers and the largest underwriter of insurance. Aircraft leasing, financial products and trading are some of the services offered by AIG. AIG has a global expertise of fulfilling the customer-centric needs. It has specialized investment management capabilities in equities, fixed income, alternative investments and real estate. AIG's stock has been listed in the New York Stock Exchange as well as stock exchanges in London, Paris, Switzerland and Tokyo. The organization caters to individuals, small businesses and corporates. Individual plans include motor, home, accident & health and travel insurance, whereas corporate plans include accident & health, travel, energy, property, marine and liability plans.

1.5.g New India Assurance Company

Sir Dorab Tata founded New India Assurance Company on 23rd July 1919. It has 1068 offices comprising of 26 regional offices, 393 divisional offices and 648 branches with more than 21,000 employees.It is one of the largest Non- Life insurers in Afro- Asia and the first one to cross Rs. 5,000 crores of Gross Premium. It has a global network expanding in countries like Japan, U.K., Middle East, Fiji and Australia. Its international operations started in 1920 and have spread across 24 countries having a network of 19 branches, 12 agencies, 2 associate companies and 2 subsidiary companies. The company contributes 80% of total overseas premium in India.The company has a highly qualified staff, which excel in both expertise and knowledge and are trained to provide satisfaction to the customers. It is the only company able to establish strong relationships overseas and has a record of successful trading outside India. The performance has been outstanding and the company has been able to maintain a strong position in the market.

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It has been the pioneer in various fields such as: Setting up an Aviation Insurance Department in 1946. Handling the complete insurance requirements of the Indian Shipping Fleet. Introduced its own Training School. Pioneering the concept of 'Model Office Training'. Creating department in Engineering insurance. Satellite insurance. The company wants to develop itself as the best general insurance company in the industry. It is concerned about the society and community, and provides financial security at reasonable prices. The company gives utmost importance to customer needs and there is transparency in its operations. Some of the policies and schemes introduced by the company are: Public Liability Policy Jewellers Block Policy Pravasi Bharatiya Bima Yojana Policy Universal Health Insurance Scheme Fire Policy

1.5.h IFFCO Tokio General Insurance

IFFCO Tokio General Insurance is a customer-centric company aiming to be easily accessible and approachable to all sections of society. It offers products and services that provide quality at reasonable cost. The organization has the deep knowledge of IFFCO and thus developed a business plan that has both stability and integrity. It has set global standards for itself and is the only private general insurance company in India to make 5 consecutive years of experience. ITGI has been one of the few companies

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to show underwriting profits within four years of operations. The company focuses on delivering creative solutions to its customers. IFFCO Tokio General Insurance has 273 employees present in 68 cities, dedicated to give full satisfaction to the customers. It is the first company to underwrite mega policies for a fertilizer and automobile client.

1.5.i The Oriental Insurance Company Ltd.

The Oriental Insurance Company Ltd. (OICL) is one of the general insurance companies under the support of the General Insurance Corporation (GIC) of India. It came into existence in the year 1947 and is one of the oldest organizations in India. It caters to all sections and sectors ranging from MNCs to rural sector. The headquarters of the company are situated at Delhi and it has 21 Regional Offices, 311 Divisional Offices and 635 Branch offices. It has a team of hard working employees, having the talent to take the company to new heights. Also the company shows concern for both the employees and customers. It provides special covers for large projects like power plants, steel plants and chemical plants. It believes in actively participating in economic growth by being a dynamic organization catering to the society with full commitment and efficiency. The main objectives of the company are to serve the insurance needs of the entire community, provide services at reasonable cost, make optimum utilization of the funds, maintaining global standards, minimization of losses and retention of business.

1.5.j HDFC Standard Life Insurance Company Limited

HDFC Standard Life Insurance Company Limited is one of the first companies to be licensed by IRDA to operate in the Insurance sector. The company came into existence

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on 14th August 2000. Both Crisil and ICRA have honored it with AAA Ratings. Similarly Moody's and Standard and Poors have also honoured it AAA ratings. HDFC holds 81.4% share in HDFC and the remaining 18.6% stake is with Standard Life. It integrates the strong expertise and stability of Standard Life and HDFC. It is one of the most trusted companies; it is easily accessible and approachable, offering value services to its customers.

The company aims to provide: Innovative products to cater to different needs of different customers Customer service of the highest order Use of technology to improve service standards Value for money for customers Increasing market share Professionalism in carrying out business The values ingrained in the company are to provide financial security to policyholders, maintain trust and keep innovating to establish it as a unique player.

LIST OF LIFE INSURERS IN INDIA 1. Bajaj Allianz Life Insurance Company Limited 2. Birla Sun Life Insurance Co. Ltd 3. HDFC Standard Life Insurance Co. Ltd 4. ICICI Prudential Life Insurance Co. Ltd 5. ING Vysya Life Insurance Company Ltd. 6. Life Insurance Corporation of India 7. Max New York Life Insurance Co. Ltd

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8. Met Life India Insurance Company Pvt. Ltd. 9. Kotak Mahindra Old Mutual Life Insurance Limited 10. SBI Life Insurance Co. Ltd 11. Tata AIG Life Insurance Company Limited 12. Reliance Life Insurance Company Limited. 13. Aviva Life Insurance Co. India Pvt. Ltd. 14. Sahara India Life Insurance Co, Ltd. 15. Shriram Life Insurance Co, Ltd. 16. Bharti AXA Life Insurance Company Ltd. 17. Future Generali Life Insurance Company Ltd. 18. IDBI Fortis Life Insurance Company Ltd. 19. Canara HSBC Oriental Bank of Commerce Life Insurance Co. Ltd 20. DLF Pramerica Life Insurance 21. AEGON Re Insurance

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CHAPTER 2 COMPANY PROFILE

26

ICICI Prudential Life Insurance Company

ICICI Prudential Life Insurance Company Limited (the Company) a joint venture between ICICI Bank Limited and Prudential plc of UK was incorporated on July20, 2000 as a company under the Companies Act, 1956 (the Act). The Companys licensed by the Insurance Regulatory and Development Authority (IRDA) for carrying life insurance business in India. It is a premier financial powerhouse and prudential plc, a leading international financial services group headquartered in the United Kingdom (UK). The company brings together the local market expertise and financial strength of ICICI Bank and Prudentials International life insurance experience. The company was granted a certificate of Registration by the IRDA on November 24, 2000 and eighteen days later, issued its first policy on December 12. ICICI Prudential was amongst the first private sector insurance companies to begin operations in December 2000 after receiving approval from Insurance Regulatory Development Authority (IRDA). From its early days, ICICI Prudential seemed to have the wherewithal for a large-scale business. By March 31, 2002, a little over a year since its launch, the company had issued 100,000 policies translating into premium income of approximately Rs. 1,200 million on a sum assured of over Rs.23 billion. When the company began its operations, the need was to build a brand that was relatable to, symbolized trust and was easily recognized and understood. It launched a corporate campaign ICICI Prudential also made using the theme of Sindoor to epitomize protection, trust, togetherness and all that is Indian; endearing itself to the masses. The success of the campaign, the calling card of the company saw the brand awareness scores almost at par with its 40 year old competitor. The theme of protection was also extended to subsequent product and category specific campaigns from child plans to retirement solutions which highlight how the company will be with its customers at every step of life. From day one, the company has unflinchingly focused on being mass-market player, developing products, creating a distribution network and deploying resources that would

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further its goal. Apart from ramping up thoroughly training its advisors, the company has twelve Bancasurance partners the largest in the country. It swiftly revised and added to its initial range of products, pioneering market-linked products and pension plans, to offer customers the most flexible life insurance policies in the country. In February 2004, ICICI Prudential increased its capital base by Rs. 500 million, its ninth capital hike, bringing the total paid up equity capital to Rs. 6,750 million. With the authorized capital of the company standing at Rs. 12 billion, ICICI Prudential continues to have the highest capital base amongst all life insurers in the country. The challenge ICICI Prudential now faces is to retain its top-notch position and continue to deliver the finest life insurance and pension solutions to its ever-growing customer base. ICICI Prudentials equity base stands at Rs. 37.72 billion with ICICI Bank and Prudential plc holding 74% and 26% stake respectively. For the year ended March 31, 2006, the company garnered Rs.2, 412 crore of weighted new business premium and wrote 837,963 policies. The sum assured in force stands at Rs.45, 888 crore. The company has a network of over 261,000 advisors; as well as 9 bancasurance partners and over 200 corporate agent and broker tie-ups. ICICI Prudential Branches can be found in almost all the states and major cities of India. ICICI Prudential is also the only private life insurer in India to receive a National Insurer Financial Strength rating of AAA (Ind) from Fitch ratings. The AAA rating is the highest credit rating, and is a clear assurance of ICICI Prudentials ability to meet its obligations to customers at the time of maturity or claims. For the past five years, ICICI Prudential has retained its position as the No.1 private insurer in the country, with a wide range of flexible products that meet the needs of the Indian customer at every step in life. Beginning operations in December 2000, ICICI Prudentials success has been meteoric, becoming the number one private life insurer within months of launch. Today, it has one of the largest distribution networks amongst private life insurers in India, with 1900 branches in addition to 1,074 micro-offices, over 261,000 advisors; and 7 banc assurance partners in 54 cities. The total number of policies issued stands at more than 780,000 with a total sum assured in excess of Rs.160 billion.

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ICICI Prudential closed the financial year ended march 31, 2004 with a total received premium income of Rs. 9.9 billion; up 135% last years total premium income of Rs.4.20 billion. New business premium income shows a 106% growth at Rs. 7.5 billion, driven mainly by the companys range of unique unit-linked policies and pension plans. The companys retail market share amongst private companies stood at 36%, making it clear leader in the segment. To add to its achievements, in the year 2003/04 it was adjudged Most Trusted Private Life Insurer (Economic Times Most Trusted Brand Survey by AC Nielsen ORG-MARG). It was also conferred the Outlook Money-Best Life Insurer award for the second year running. The company is also proud to have won Silver at EFFIES 2003 for its Retire from work, not life campaign. Notably, ICICI Prudential was also short-listed to the final round for its Sindoor campaign in EFFIES 2002. ICICI Prudentials success is rooted in its philosophy to always offer the customer a choice. This has been the driving force behind its multi-channel distribution strategy, which includes advisors, banks, direct marketing and corporate agents. In fact, ICICI Prudential was the first life insurer to invest in multiple channels and offer the customer choice and access; thus reducing dependency on any one channel, great strides in the retirement solutions and pensions market. The Companys penetration of the retirement market was driven by the focused approach towards creating awareness through sustained campaign; Retire from work, not life. Within six months, the campaign rewarded ICICI Prudential with an increased share of 23% of the total pensions market and 78% amongst private players. ICICI Prudential has one of the largest distribution networks amongst private life insurers in India, having commenced operations in 132 cities and towns in India, stretching from Bhuj in the west to Guwahati in the east, and Jammu in the north to Trivandrum in the south. The company has 9 bank partnerships for distribution, having agreements with ICICI Bank, Bank of India, Federal Bank, South Indian Bank, Lord Krishna Bank, and some co-operative banks, as well as over 200 corporate agents and brokers, it has also tied up with NGOs, MFIs and corporates for the distribution of rural policies.

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ICICI Prudential has recruited and trained more than 261,000 insurance advisors to interface with and advise customers. Further, it leverages its state-of-the-art IT infrastructure to provide superior quality of service to customers.

2.1 Mission of ICICI Prudential

ICICI Prudential Life is all about To provide total protection of Health Wealth, Life Covering you at every step in Life. The success of the company will be founded in its unflinching commitment to 5 core values -- Integrity, Customer First, Boundary less, Ownership and Passion. Each of the values describes what the company stands for, the qualities of people and the way they work. Company believes that it is on the threshold of an exciting new opportunity, where it can play a significant role in redefining and reshaping the sector. Given the quality of parentage and the commitment of its team, there are no limits to its growth.

2.2 The VISION of ICICI Prudential

To make the company the dominant Life and Pensions player built on trust by worldClass people and service . The company proposes to achieve its vision by: Understanding the needs of the customers and offering them superior products and services.

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Leveraging technology to service customers quickly, efficiently and conveniently. Developing and implementing superior risk management and investment strategies to offer sustainable and stable returns to the policy holders.

Providing and enabling environment to foster growth and learning for the employees. Building transparency in all dealings. Every member of the ICICI Prudential team is committed to 5 core values: Integrity, Customer First, Boundary less, Ownership, and Passion. These values shine forth in all they do, and have become the keystones of companys success.

2.3 The ICICI Prudential Edge

The ICICI Prudential edge comes from our commitment to our customers, in all that we do - be it product development, distribution, the sales process or servicing. Here's a peek into what makes us leaders. 1. Our products have been developed after a clear and thorough understanding of customers' needs. It is this research that helps us develop Education plans that offer the ideal way to truly guarantee your child's education, Retirement solutions that are a hedge against inflation and yet promise a fixed income after you retire, or Health insurance that arms you with the funds you might need to recover from a dreaded disease.

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2. Having the right products is the first step, but it's equally important to ensure that our customers can access them easily and quickly. To this end, ICICI Prudential has an advisor base across the length and breadth of the country, and also partners with leading banks, corporate agents and brokers to distribute our products. 3. Robust risk management and underwriting practices form the core of our business. With clear guidelines in place, we ensure equitable costing of risks, and thereby ensure a smooth and hassle-free claims process. 4. Entrusted with helping our customers meet their long-term goals, we adopt an investment philosophy that aims to achieve risk adjusted returns over the long-term. 5. Last but definitely not the least, our team is given the opportunity to learn and grow, every day in a multitude of ways. We believe this keeps them engaged and enthusiastic, so that they can deliver on our promise to cover you, at every step in life.

2.4 Promoters
ICICI Bank The World Bank, Government of India and representatives of the private sector founded ICICI in 1955 to encourage and assist industrial development and investment in India. ICICI Bank is Indias second-largest bank with total assets of about Rs.112, 024 Crore and a network of about 450 branches and offices and about 1750 ATMs. It offers a wide range of banking products and financial services to corporate and retail customers through a variety of delivery channels and through its specialized subsidiaries and affiliates in the areas of investment banking, life and non-life insurance, venture capital, asset management and information technology. ICICI Bank posted a net profit of Rs.1637 Crore for the year ended March 31, 2004. ICICI Banks equity shares are listed in India on stock exchanges at Chennai, Delhi, Kolkata and Vadodara, the Stock Exchange, Mumbai and the National Stock Exchange of India Limited and its American

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Depositary Receipts (ADRs) are listed on the New York Stock Exchange (NYSE). The Various segment of ICICI are

Figure 2.1: Segments of ICICI

2.5 Prudential Plc.

Established in London in 1848, Prudential plc, through its businesses in the UK and Europe, the US and Asia, provides retail financial services products and services to more than 16 million customers, policyholder and unit holders worldwide. As of June 30, 2004, the company had over US$300 billion in funds under management. Prudential has brought to market an integrated range of financial services products that now includes life assurance, pensions, mutual funds, banking, investment management and general insurance. In Asia, Prudential is the leading European life insurance company with a vast network of 24 life and mutual fund operations in twelve countries - China, Hong Kong, India, Indonesia, Japan, Korea, Malaysia, the Philippines, Singapore, Taiwan, Thailand and Vietnam. The company has six Banc assurance tie-ups, having agreements with ICICI Bank, Federal Bank, South Indian Bank, Bank of India, Lord Krishna Bank and some cooperative banks, as well as over 150 corporate agents and brokers. It has also tied up with NGOs, MFIs and corporates for the distribution of rural policies and organizations like

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Dhan for distribution of Salaam Zindagi, a policy for the socially and economically underprivileged sections of society. ICICI Prudential has recruited and trained about 2,14,000 insurance advisors to interface with and advise customers. Further, it leverages its state-of-the-art IT infrastructure to provide superior quality of service to customers.

2.6 Corporate Social Responsibilities

CICI-Prudential Life Insurance Company Limited (ICICI Prudential), the joint venture (JV) between ICICI Limited (NYSE: IC), and Prudential plc. of UK, today achieved the landmark of issuing its first set of life insurance policies. This is amongst the first insurance policies issued in India by a new private sector insurance company, after the insurance sector was recently opened for private participation. Fittingly, the first set of 7 endowment policies, sponsored by IndiaInfoline.com, were handed over to economically underprivileged children. At a ceremony at ICICI's headquarters in Mumbai, children chosen from municipal schools received endowment policies worth Rs.20,000 each from Ms. Shikha Sharma, Managing Director, ICICI Prudential. Along with the policies, the children were also presented book coupons worth Rs.1000/- and a box of chocolates. "Distribution of first set of policies to underprivileged children marks our commitment to function as a responsible corporate citizen and offer world class life insurance products to Indian customers", said Ms Shikha Sharma. The seven recipients of the policies, including four girls, are in the age group of 7-8 years and will receive the money when they attain the age of eighteen years. Pratham, a Non Government Organisation (NGO) is currently supporting the children's education. India Infoline.com, India's leading finance portal and proposed marketing partner for ICICI Prudential, sponsored these policies for the children. Speaking at the occasion, Mr Nirmal Jain, Managing Director, IndiaInfoline.com said, " We are happy to be associated with ICICI Prudential as their marketing partner. We are confident that our extensive

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reach in the virtual and physical world will serve as an ideal platform for reaching potential customers and building up the ICICI Prudential brand." Ensuring that all the CSR projects are properly conceptualised, designed and implemented including proposal development. Maintaining a continuous dialogue with the relevant teams within each ICICI Group companies, partner organization and the implementing NGOs who will be involved in these CSR Projects. Ensuring that there is good engagement with all the stakeholders (employees, investors, senior management, general public, regulators) of the ICICI Group of companies in these initiatives. Complete responsibility for documentation and preparation of all internal and external communication materials relating to these projects such as website, governing council reports and presentations and annual reports. Leveraging the activities/projects through use of new media (Intranets, You Tube, Facebook, Twitter, etc.) in an effective way particularly in the area of stakeholder engagement with the project and in building ICICI Foundation brand salience.

2.7 Products Insurance Solutions for Individuals

ICICI Prudential Life Insurance offers a range of innovative, customer-centric products that meet the needs of customers at every life stage. Its 27 products can be enhanced with up to 6 riders, to create a customized solution for each policyholder. Savings Solutions Secure Plus is a transparent and feature-packed savings plan that offers 3 levels of protection.

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Cash Plus is a transparent, feature-packed savings plan that offers 3 levels of protection as well as liquidity options. Save n Protect is a traditional endowment savings plan that offers life protection along with adequate returns. Cash Bank is an anticipated endowment policy ideal for meeting milestone expenses like a childs marriage, expenses for a childs higher education or purchase of an asset. Lifetime & Lifetime II offer customers the flexibility and control to customize the policy to meet the changing needs at different life stages. Each offer 4 fund options- Preserver, Protector, Balancer and Maxi miser.

Life Link II is a single premium Market Linked Insurance Plan which combines life insurance cover with the opportunity to stay invested in the stock market. Premier Life is a limited premium paying plan that offers customers life insurance cover till the age of 75. Invest Shield Life is a Market Linked plan that provides capital guarantee on the invested premiums and declared bonus interest. Invest Shield Cash is a Market Linked plan that provides capital guarantee on the invested premiums and declared bonus interest along with flexible liquidity options. Invest Shield Gold is a Market Linked plan that provides capital guarantee on the invested premiums and declared bonus interest along with limited premium payment terms.

Protection Solutions
Lifeguard is a protection plan, which offers life cover at very low cost. It is available in 3 options- level term assurance, level term assurance with return of premium and single premium. Child Plans Smart Kid education plans provide guaranteed educational benefits to a child along with life insurance cover for the parent who purchases the policy. The policy is designed

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to provide money at important milestones in the childs life. Smart Kid plans are also available in unit-linked form- both single premium and regular premium. Retirement Solutions Forever Life is a retirement product targeted at individuals in their thirties. Secure Plus Pension is a flexible pension plan that allows one to select between 3 levels of cover. Market-linked retirement products Life Time Pension II is a regular premium market-linked pension plan Life Link Pension II is a single premium market-linked pension plan. Invest Shield Pension is a regular premium pension plan with a capital guarantee on the investible premium and declared bonuses. ICICI Prudential also launched- Salaam Zindagi, a social sector group insurance policy targeted at the economically underprivileged sections of the society.

Group Insurance Solutions

ICICI Prudential also offers Group Insurance Solutions for companies seeking to enhance benefits to their employees. ICICI Pru Group Gratuity Plan: ICICI Prus group gratuity plan helps employers fund their statutory gratuity obligation in a scientific manner. The plan can also be customized to structure schemes that can provide benefits beyond the statutory obligations. ICICI Pru Group Superannuation Plan: ICICI Pru offers a flexible defined contribution superannuation scheme to provide a retirement kitty for each member of the group. Employees have the option of choosing from various annuity options or opting for a partial commutation of the annuity at the time of retirement. ICICI Pru Group Term Plan: ICICI Prus flexible group term solution helps provide affordable cover to members of a group. The cover could be uniform or based on designation/rank or a multiple of salary. The benefit under the policy is paid to the beneficiary nominated by the member on his/her death.

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Flexible Rider Options ICICI Pru Life offers flexible riders, which can be added to the basic policy at a marginal cost, depending on the specific needs of the customer. Accident & disability benefit: If death occurs as the result of an accident during the term of the policy, the beneficiary receives an additional amount equal to the sum assured under the policy. If the death occurs while traveling in an authorized mass transport vehicle, the beneficiary will be entitled to twice the sum assured as additional benefit. Accident Benefit: This rider option pays the sum assured under the rider on death due to accident. Critical Illness Benefit: protects the insured against financial loss in the event of 9 specified critical illnesses. Benefits are payable to the insured for medical expenses prior to death. Major Surgical Assistance Benefit: provides financial support in the event of medical emergencies, ensuring benefits are payable to the life assured for medical expenses incurred for surgical procedures. Cover is offered against 43 surgical procedures. Income Benefit: This rider pays the 10% of the sum assured to the nominee every year, till maturity, in the event of the death of the life assured. It is available on Smart Kid, Secure Plus and Cash Plus

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Waiver of Premium: In case of total and permanent disability due to an accident, the premiums are waived till maturity. This rider is available with Secure Plus and Cash Plus.

Key man Insurance Plans A keyman is an individual who directly affects the profitability and the continuity of a business and whose absence may have an adverse effect on the health and continuity of the business. Keyman insurance is a life insurance policy taken by the company on the life of such a key person. The objective of the Keyman insurance is to provide the company with money so that the financial losses to the company can be protected, in absence of the Keyman. The aim is to indemnify the company of these losses and to allow business continuity. All premiums paid for securing a Keyman life insurance policy are treated as business expenditure u/s 37 (1).

Rural Plans
ICICI PruLife Rural Products are designed to meet the needs of the rural consumers. These products offer the following features: 1. Low and Affordable Premiums 2. Life Cover 3. Savings Option 4. Hassle free procedure.

2.8 Mutual Funds

A Mutual Fund is a trust that pools the savings of a number of investors who share a common financial goal. The money thus collected is then invested in capital market instruments such as shares, debentures and other securities. The income earned through these investments and the capital appreciations realized are shared by its unit holders in proportion to the number of units owned by them

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2.9 ICICI Pru Pinnacle

ICICI Pru Pinnacle is a unit linked insurance policy that offers the advantage of varying exposure to equities along with downside protection, so that your investments are protected in financially volatile times. It also offers a limited premium payment term while allowing you to enjoy insurance protection for a longer period.

Guaranteed NAV
With ICICI Pru Pinnacle, we guarantee the highest Net Asset Value (NAV) recorded on a daily basis, in the first 7 years of the fund, subject to a minimum of Rs.10. The guarantee will be applicable only at maturity. The period of 7 years starts from the date of launch of Pinnacle Fund and will end on the completion of 7 years (from 24/10/09 to 24/10/16).

Premium Term

Payment 3 years

Minimum Premium Modes of

Rs.50,000 per annum

Premium Half yearly/Yearly

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Payment Minimum/Maximum Entry Age Policy Term Maximum Age Minimum Sum Assured Tax Benefit

8/ 65 years 10 years

Maturity 75 years

5 x Annual Premium Premium and any benefit amount received under this policy will be eligible for the tax benefit as per the prevailing Income Tax laws.

2.9 Types of Insurance Plan

(ULIP vs. Traditional)
Broadly, insurance plans can be distinctly divided into ULIP (Unit Linked Insurance Plans) and traditional plans. A brief detail of both segments: ULIPs (Unit Linked Insurance Plans) ULIPs, or Unit Linked Insurance Plans, have gained high acceptance due to the attractive features they offer. Benefits include flexibility, Transparency, Liquidity, and Fund Options.

Flexibility
A ULIP offers the customer an acute degree of flexibility: the flexibility to choose the Sum Assured, and to choose the desired premium amount. ULIPs give the customer the option of changing the level of Premium/Sum Assured even after the plan has started, and the flexibility to change asset allocation by switching between funds with ease.

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Transparency
ULIPS offer a high degree of transparency, where all charges in the plan as well as the entire net amount invested is made known to the customer. ULIPs also offer the convenience of tracking your investment performance on a day to day basis, so you can decide instantly where you want your assets allocated.

Liquidity
A ULIP offers you the option of withdrawing money a few years into the plan, allowing for the exigencies of life. Alternatively, a ULIP will also allow for partial/systematic withdrawal should the need arise.

Fund Options
A ULIP will offer you a wide choice of funds, ranging through equity, debt, cash, or a combination of the three. The customer is also afforded the option of choosing your fund mix based on your desired asset allocation. Traditional Plans These are the oldest types of insurance plans available. These plans cater to customers with a low risk appetite. Some of the common features of traditional plans are:

1. Steady Investment 1. Major chunk of investible funds are in debt instruments. 2. Steady and almost assured returns over the long term. 2. Features

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1. Death benefit is Sum Assured + guaranteed & vested bonus. 2. Helps in asset creation as they are for a long tenure. 3. Premium to Sum Assured ratios are fixed for each plan and age. 4. Generally withdrawals are not allowed before maturity.

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2.10 Awards

India's Most Customer Responsive Insurance Company. AGC Networks - Economic Times, Customer Responsiveness Awards, 2010.

The International Council of Customer Service Organizations (ICCSO) recently awarded ICICI Prudential Life the International Service Excellence Awards 2009 in the categories of Customer Charter Winner, Service Excellence in Large Business

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Highly Commended and Customer Service Leader awarded to Ms. Priya Nayak, VPService Quality.

ICICI Prudential Life Insurance has won the first runner up award for the Best Defect Elimination in Service & Transaction category at Asian Six Sigma Excellence Summit 2009.

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ICICI Pru Life ranked as the Most Trusted Pvt Life Insurance brand in the Brand Equity "Most Trusted Brands 2009" survey

ICICI Prudential Life won a Gold award for AboutULIPS.com and Health Saver campaign,innovation award for www.taxguru08-09.com and a silver award for its Insurance yoga campaign at the ICICI Group Marketing Excellence award.

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Confederation of Indian Industry (CII) - Western Region recently awarded ICICI Prudential Life a 'Commendation for Strong Commitment to HR Excellence 2008' at the CII HR Summit 2008.

ICICI Prudential Life Insurance was awarded with the coveted 'ICAI Award for Excellence in Financial Reporting' by the Institute of Chartered Accountants of India (ICAI) for the financial year ended March 31, 2008.

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ICICI Prudential Life was awarded the Life Insurance Company of the Year at the12th Asia Insurance Industry Awards 2008.

ICICI Prudential Life was awarded with two Bronze Effie's in the sevices catgeory for its Corporate campaign and Retirement Number campaign

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ICICI Prudential Life Insurance won the award for the Best Life Insurer-Runner up at the Outlook Money & NDTV Profit Awards 2008

ICICI Prudential Life was awarded the SAP ACE 2008 Best Business Objects Award for its IT practices

ICICI Prudential Life won the Award for Brand Excellence in the Banking and Financial services category at the Asia Brand Congress 2008

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ICICI Prudential Life won the UK Trade & Investment India Business Awards 2008 in the Business Partnership Award-Large Company category

ICICI Prudential Life won the ICICI Group Marketing Excellence Award 2008 in three key categories for its marketing initiatives

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ICICI Prudential Life was awarded the INDYs Award for Excellence in Mass Communication in the category of Most Creative Advertisement-Television

India's Most Customer Responsive Insurance Company . Avaya Global Connect Economic Times. Customer Responsiveness Awards, 2007

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ICICI Prudential Life Insurance won the award for the Best Life Insurer-Runner up at the Outlook Money & NDTV Profit Awards 2007

2.11 Competitors
Life Insurance corporation of India
The Life Insurance Corporation of India (LIC): ) is the largest state-owned life insurance company in India, and also the country's largest investor. It is fully owned by the Government of India. It also funds close to 24.6% of the Indian Government's expenses. It has assets estimated of 9.31 trillion (US$ 202.03 billion).[1] It was founded in 1956. Headquartered in Mumbai, which is considered the financial capital of India, the Life Insurance Corporation of India currently has 8 zonal Offices and 101 divisional offices located in different parts of India, at least 2048 branches located in different cities and towns of India along with satellite Offices attached to about some 50 Branches, and has a network of around 1.2 million agents for soliciting life insurance business from the public.

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2.11.a Bajaj Allianz General Insurance Company Limited

Bajaj Allianz General Insurance Company Limited is a joint venture between Bajaj Finserv Limited (recently demerged from Bajaj Auto Limited) and Allianz SE. Both enjoy a reputation of expertise, stability and strength. Bajaj Allianz General Insurance received the Insurance Regulatory and Development Authority (IRDA) certificate of Registration on 2nd May, 2001 to conduct General Insurance business (including Health Insurance business) in India. The Company has an authorized and paid up capital of Rs 110 crores. Bajaj Finserv Limited holds 74% and the remaining 26% is held by Allianz, SE.

2.11.b Birla Sun Life Insurance

Established in 2000, Birla Sun Life Insurance Company Limited (BSLI) is a joint venture between the Aditya Birla Group, a well known and trusted name globally amongst Indian conglomerates and Sun Life Financial Inc, leading international financial services organization from Canada. The local knowledge of the Aditya Birla Group combined with the domain expertise of Sun Life Financial Inc., offers a formidable protection for its customers future.

2.11.c HDFC Standard Life,

one of Indias leading private life insurance companies, offers a range of individual and group insurance solutions. It is a joint venture between Housing Development Finance Corporation Limited (HDFC), Indias leading housing finance institution and Standard Life plc, the leading provider of financial services in the United Kingdom.

2.11.d ING Vysya Life Insurance.

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ING Vysya Life Insurance (ING Life), a part of the ING Group the worlds largest financial services corporation* entered the private life insurance industry in India in September 2001. Headquartered at Bangalore, ING Life India is staffed by over 6,000 employees and services more than 10 lakhs customers.

2.11.e Met Life Insurance.

MetLife, Inc. is a leading provider of insurance and other financial services to millions of individual and institutional customers throughout the United States. Outside the U.S., MetLife companies have direct insurance operations in Asia Pacific, Latin America and Europe.

2.11.f Oriental Insurance.

The Oriental Insurance Company Ltd was incorporated at Bombay on 12th September 1947. The Company was a wholly owned subsidiary of the Oriental Government Security Life Assurance Company Ltd and was formed to carry out General Insurance business. The Company was a subsidiary of Life Insurance Corporation of India from 1956 to 1973 ( till the General Insurance Business was nationalized in the country). In 2003 all shares of our company held by the General Insurance Corporation of India has been transferred to Central Government.

2.11.g Tata AIG Life Insurance

Tata AIG General Insurance Company Ltd. is a joint venture between Tata Sons and American International Group, Inc. (AIG). The Tata Group is holding 74 per cent stake and the rest 26 percent is held by AIG. The company has got the expertise, knowledge and strength of both the organizations.

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2.11.h Aviva Life Insurance

Aviva India is a joint venture between one of the countrys oldest and largest groups, Dabur, and Aviva plc, the UK's largest insurance group, whose association with India dates back to 1834.

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CHAPTER 3 ORGANIZATION STRUCTURE

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ORGANIZATION STRUCTURE

Board of Directors
The responsibility for good governance rests on the Corporate Board which has the primary duty of ensuring that the principles Of Corporate Governance, both as imbibed in law and regulations and those expected by stakeholders, are religiously and voluntarily complied with and the stake holders interests are kept at utmost high level. The ICICI Prudential Life Insurance Company Limited Board comprises reputed people from the finance industry both from India and abroad. NAME Mr. K.V. Kamath, Mr. Chandan Kocher Mr. Barry Stowe Mr. Adrian OConnor Mr. Keki Dadiseth Prof. Marti G. Subrahmanyam Ms. Rama Bijapurkar Mr. Vinod Kumar Dhall Mr. N. S. Kannan, Mr. Bhargav Dasgupta, DESIGNATION Chairperson Director Director Director Independent Director Independent Director

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Management Team
The ICICI Prudential Life Insurance Company Limited Management team comprises reputed people from the finance industry both from India and abroad.

NAME Ms. Shikha Sharma,

Designation Managing Director & CEO

Mr. N. S. Kannan,

Executive Director

Mr. Sandeep Batra,

CFO & Company Secretary

Ms. Anita Pai,

Chief-IT, Customer Service & Operations

Mr. Azim Mithani,

Chief Actuary

Mr. Puneet Nanda,

Chief Investments Officer

Mr. Binayak Dutta,

Chief Sales and distribution

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Hierarchical Structure of ICICI Prudential

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CEO

Head Of MKT

Head Of HR

Head Of Finance

Head of Sales

Head of CRM

Zonal Mgr

CHAPTER 4 FUNCTION OF DEPARTMENTS

Agency Mgr

Branch Mgr

Unit Mgr

Advisers

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FUNCTION OF DEPARTMENTS
There are three main departments: Marketing Finance Human Resources.

4.1 Marketing
The Marketing function at ICICI Pru covers an array of activities - brand and media management, channel support, direct marketing and corporate communications. The Brand and Communications team is in charge of advertising, consumer research, media planning & buying and Public Relations; that helps develop and nurture ICICI Prudential's corporate identity while effectively communicating its varied product offerings to the customer. Channel marketing provides support to the sales force by streamlining the design and development of collaterals and sales tools across distribution channels. The Direct marketing team was set up to generate high quality leads for profitable business. The team achieves this through target database acquisition and communicating customized product information through e-mailers, telemarketing and innovative direct mailers.

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Hierarchy of Marketing Department Structure at corporate level

Head of Department

Manager Marketing

Assistant Manager

Marketing Officer

Assistant Marketing Officer

Marketing Executives

Junior Marketing Executives

Marketing Research Marketing Research is the systematic method of gathering recording objective search and analyzing of vaild and reliable information relating to the marketing of goods and services. Several factors contributed to the growth of marketing research, Those are to know the potential areas of selling for the manufacture where his goods could be marketed

4.2 Finance

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Finance function in ICICI Prudential is committed to create an infrastructure that is aligned to shareholder expectations. Finance basically comprises of four functions. . Corporate Planning and MIS provide feedback on business strategies. This includes driving the budgeting process, providing strategic inputs for decision-making and management reporting and analysis. The Accounts function includes preparation and maintenance of financial records, funds management, and expense processing and treasury operations. Compliance ensures that every action is within the regulatory framework. This includes reviewing compliance requirements and supporting the ethical framework of ICICI Pru life. Internal audit provides assurance to the management over the organizations' control framework and includes process risk management, information security assessment and business continuity assessment. Hierarchy of Finance Department Structure at corporate level .
Head of Department

Manager (Finance)

Assistant Manager

Junior superintendent

Senior Assistant

4.3 Human Resource

The people strategy of ICICI Prudential Assistant Junior is To build a committed team with a culture of innovation, learning and growth. The Human Resource Function at ICICI Prudential

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drives the people strategy of the business. With its initial focus on operational excellence to deliver benefits and services to staff members, HR is now committed to building capability through state of the art processes. A robust performance management system, compensation system and a segmented training architecture enable it to deliver value to the organization. Hierarchy of Marketing Department Structure at corporate level .
Head of Department

Manager (HR)

Assistant Manager

Junior superintendent

Senior Assistant

Junior Assistant

The important function performed by the department are Induction and Orientation Training Performance Appraisal Promotion Recruitments Welfare Measure
Staff

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Recruitment
ICICI Prudential committed to maintaining a balance between external recruitment and offering development oppurtunities to its existing staff. Recruitment and selection processes will be applied in a consistent, professional and timely manner. A decision to recruit shall be made in the context of the current and future workforce requirements of the organization ,approved staff members available financial resources and relevant workforce planning strategies within the functional groups. The organization looks at professionally qualified and experienced people who can drive the organization to achieve its vision.

Induction
The Human Resource Department conducts the induction program. They prepare a detailed induction schedule for the new colleagues joining the organization based on their position .They undergo a detailed briefing about organization ,its policies and its functions.

Training and Development

After employees have been selected for various positions in an organization, training them for the specific tasks to which they have been assigned assumes great importance. It is true in many organizations that before an employee is fitted into a harmonious working relationship with other employees, he is given adequate training. Training is the act of increasing the knowledge and skills of an employee for performing a particular job. The major outcome of training is learning. A trainee learns new habits, refined skills and

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useful knowledge during the training that helps him improve performance. Training enables an employee to do his present job more efficiently and prepare himself for a higher-level job. The essential features of training may be stated thus: Increases knowledge and skills for doing a particular job; it bridges the gap between job needs and employee skills, knowledge and behaviors Focuses attention on the current job; it is job specific and addresses particular performance deficits or problems Concentrates on individual employees; changing what employees know, how they work, their attitudes toward their work or their interactions with their coworkers or supervisors Tends to be more narrowly focused and oriented toward short-term performance concerns

Promotion
Promotions are of two types i.e. Seniority based promotion and performance based promotion. Middle level employees are promoted on the basis of their seniority and top level employees are promoted on the basis of performance

4.4 Customer Service and Operations

The Operations department oils the work processes between the customer and the company to ensure consistent and quality service to the customer. To streamline the operations, the Operations department interfaces between the clients and the agents, the branches and the underwriters, and manages work processes. The Vision at Customer Service is to deliver World Class Service at every opportunity. Units such as the 9 to 9 contact center, Outbound Call Centre, Customer Care and Query Resolution Unit are all committed to providing effective solutions to over lakhs of customers across the country.

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4.5 Information Technology

The Information Technology function at ICICI Prudential is committed to enable business through the use of technology. It is segmented into 4 groups to enable highest levels of delivery to the customers: Life Asia Solutions Group that provides flexibility in designing better product offerings to end-users, the Solutions Group- Web that provides real-time information to customers and is responsible for customer relationship management, IT Architecture & Corporate Solutions Group is in charge of developing and maintaining a blueprint for the IT architecture for the enterprise as a whole. This team works as an in house R&D Solution Group, exploring new technological initiatives and also caters to information needs of corporate functions in the organization. IT Infrastructure group is responsible for providing hardware, software, network services to the whole organization. This group runs the 'Digital Nervous System' of the Enterprise at the highest levels of efficiency and provide robust, scalable and highly available platform for deployment of business application.

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Chapter-5 SWOT ANALYSIS

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SWOT ANALYSIS
Strengths:
1. Money power, which makes them about the gestation period. 2. Brand image, Business experience, and Innovative products. 3. The agents are very selectively chosen have excellent communication skills

4. Service quality, which is the crux of their mission. 5. Large network branches which is helped to customers for the payment.
6. Market segmentation and products for niche markets.

Weaknesses: 1. High targets for financial advisors and the sales departments. 2. Many competitors in the market offer same product by the title difference in the premium and offerings. 3. Sustainable to risk associated with investments in money market. 4. Try to catch middle lower level people also. Opportunities: 1. Increasing purchasing power of large number of middle class. 2. Indias stature as leading IT power. 3. Retail finance and insurance sector 4. Infrastructure development.

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Threats: 1. Players like Bajaj and Birla Sun Life with the low premium for the similar plans.
2. Entry of many other companies with equally strong experience and financial

strength of foreign partners making the competition difficult and saturating the urban markets. 3. Current Govt. policies do not encourage gross domestic savings. If the tax liability of the service class rises the customer will have little money to invest. 4. LIC has woken up from sleep and is following competitive strategies. Its huge surplus in Life Fund gives a capability to lodger price war.

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Chapter-6 SPECIAL TASK

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Special Task
The company takes proper care so that the confidential management related information is not leaked out to public. During my internship period in the company I found that the Branch manager is handling two branches at a time which are situated in different locations and he visits once in a week and the staff is also not regular. There is lack of motivations & accountability for the staff as well as for the Insurance advisers. I also found that the people are not much aware about the products offered by the company because there is no proper way of advertising. I found that the documentation procedure is lengthy which consumes lot of time.

Impact
All these things are having very negative impacts on the profitability and goodwill of the company. Some important ones are as follows: The employees feel deserted in absence of the boss. Bosses always motivate and influence subordinates, when the boss himself doesnt report regularly subordinates also feel doing the same. Irregularities lead to piling up of work and when work is not done on time the clients get disappointed as they also suffer loss because of ICICI. The clients can switch to other companies if not properly taken care of. Low information on the part of employees about the products means the low information to prospects & customers which simply means loss of market to competitors. Without proper advertisement no one comes to know about the new products of the company.

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Solution
Proper discipline policies need to be formulated. Proper care should be taken of customers so that the market is not lost to competitors. Employees should be motivated and retained so that the re-recruiting cost is saved. Employees should be made aware of each and every aspect of new products so that they could pass the information to prospects and more strong customer base is gained. New marketing strategies need to be adopted. Proper training and development programs should be initiated.

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Chapter-7 FINDINGS, SUGGESSIONS & CONCLUSION

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Findings
ICICI Prudential is having the good brand image in the market as compare to other insurance companies.

Almost all of the customers have an insurance policy. business has good impact.

Due to increasing concern of people towards their health/life the life insurance

ICICI Prudentials Life Time, Retirement solutions and Smart Kids are the most preferred polices among all types of policies of the company. Most of the customers who hold ICICI prudentials life insurance policy would prefer to go in for another policy only from ICICI Prudential. The reason being their brand image, wide variants or policies to choose from & good servicing of policies

Customers mainly go for Life risk cover by buying Life insurance policy which provide benefits of income tax rebate.

ICICI is the largest private player in the insurance industry in India .It has sold over two lakh policies till date. Besides LIC, ICICI Prudential is facing stiff competition from other private insurance players

Targets given to the employees are very high as well as for their agents.

Minimum policy is of Rs 10000 per year which is not affordable by the rural people and lower income group.
.

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Suggestion

As the targets are very high the employee are too much stressed and their work efficiency decreases. Therefore they should be given less target as compared to existing status.

Minimum policy is of Rs 10000 per year which is not affordable by the rural people and lower income group. Therefore to increase the number of customer they should lower the minimum policy amount.

Identifying means of a delightful customer experience. Documentation should be easy.

Most of the time people are not aware of the new products & services provide by the ICICI Prudential. So to create awareness, in rural areas. they should increase their advertisement through various print & electronic media even

Staff is not motivated enough to work efficiently. They should provide proper training to employees which can increase the motivational level so that the employees would work more efficiently and provide better result in achieving their targets.

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CONCLUSION It was a good experience to work in such a reputed company. Lot of information was provided to me regarding the working of the ICICI Prudential which helped me in increasing my knowledge about the working of the different departments, their product & services and their Customer Relationship Management. The external guide who is the unit manager in the ICICI Prudential gave me all the information needed for the organizational study. While working under him I got the experience of field work.

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BLIOGRAPHY

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Bibliography: BOOKS REFERED

Marketing Management by Philip Kotler

ICICI Prudential Company magazines Newspaper and Business magazines

WEBSITES

www.iciciprulife.com www.google.co.in/indian insurance industry

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