During the year, we introduced new health insurance offerings for identified customer segments, scaled up employee IRDA certification efforts, improved our internal processes to remove various operational bottlenecks, adopted several end-to-end digital initiatives for customer on-boarding and servicing, and focused on quality customer acquisition across business verticals.
26% y-o-y 
2% y-o-y 
y-o-y growth
y-o-y de-growth
growth in health insurance penetration among our customer base
growth in overall retail cross-sell insurance business in terms of premium mobilisation
For insurance distribution, currently we have Corporate Agency arrangements for
We are planning to introduce a new line of business—Investment Services—for our customers. Concurrently, we are exploring likeminded partnerships with standalone health insurance companies to bring sharper focus on health insurance distribution landscape. We will be broad-basing our distribution touch points by launching insurance on tele-sales channel, alongside digital insurance distribution across branches in association with an InsurTech platform.
Our focus will also be on improving customer satisfaction by enabling end-to-end digital claims intimation and settlement solution for both asset and liability customers. Moreover, we will revamp our internal customer management system for this segment for the application of better data sciencebased workflows, thereby improving business productivities, and continue to focus on building IRDA-and NISM-certified teams across branches.
Annual Report 2020-21