14068542 Final Copy of Hdfc Standard Life Insurance Company Limited by Saiued Moiz 9964529468 (2)

HDFC STANDARD LIFE INSURANCE

EXECUTIVE SUMMERY:

HDFC Standard Life Insurance has core computer in selling and has a

very aggressive sales team. Since it is a services industry where world of

mouth is very important. A negative world of mouth may remove 10

existing customers on the other hand a positive word of mouth may earn 10

customers. So service should be targeted at a level, which not only should

meet the customer’s expectation but also exceed it.

However understanding the market, consumer preference and

introducing new products to suit different tastes and at the same time

offering a value product would be the key steps to fight competition.

Marketing is an important activity in any organization’s sales strategy.

Marketing helps in promoting the products in the targeted market and create

a recall value and branding to the products. Marketing department perform

the initial market study for the suitability of the product launches; study the

market requirements in the existing markets to further strengthen the market

capitalization identity the feature needed for a longevity of a product.

HMS INSTITUTE OF TECHNOLOGY- TUMKUR

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INTRODUCTION

Introduction of insurance:

Insurance is commerce. Insurance product is a financial contract entered into

by parties with a define consensus of mind. Insurance, in its purest from, is a

risk management tool, a security blanket. It provides financial protection

against unexpected events. When we buy insurance, effectively a portion of

risk is transferred to the insurer. This protection comes at a price, but it’s a

function of what we might otherwise find ourselves burdened with.

Whatever stage of life we are at, chances are, and we need insurance.

Definition:

Insurance can be define as” a contract by which insurance agrees to pay the

insured a compensation for specified damage loss or injury suffered in

exchange for periodic payment called premium”

Insurance cannot prevent the happening of the event; it can protect a person

from the financial losses he may suffer after the happening of the event.

Therefore, insurance if aimed at compensating the financial loss suffered an

insured event.

Classification of insurance:

Insurance is basically classified into two categories.

(1) Life Insurance

(2) General Insurance

Life insurance:

This is provided for the payment of sum money on the death of the insured

person due to natural causes or on the expiry of a certain number of years if




the insured person is then alive. Death and life neither of them can be

compensated. Life insurance aims to compensate the ‘Income Earning

Capacity’ of the person.

Events covered in Life Insurance:

In Life Insurance, income –earning capacity of the person is covered. The

loss of the income earning capacity can be on the happening of the following

events when the life is assured.

1. Death.

2. Sickness (critical illness).

3. Accident (Death or permanent disability due to accident).

4. Retirement.

Objectives and advantages of life insurance:

Protection against Risk of Untimely Death:

Life insurance is a product, with offers protection against the risk of Death

the full sum assured is made available under a life assurance policy, whereas

under other savings schemes, the total accumulated savings alone will be

available.

Protection during old age:

Life insurance can also be used as a means of saving one’s future. There are

a number of life insurance policies which in addition to life cover also

provide the means of investing one’s income. The sum as per the policy will

be received only after a period of time. This amount thus provides for the old

age.




Forced savings :

Payment of life insurance premiums is compulsory and becomes a habit.

Saving in other scheme can be easily withdrawn and may be used for less

worthy purpose. Terminatio1n of a life insurance policy by the policyholder

usually results in substantial loss in benefits under the policy to the

policyholder. One is thus encouraged to save and keep one’s policy alive.

Educational Requirement and Charity:

The object of insurance may be to serve as a security to education funds in

respect of loans advanced for educational purpose or to provide donations to

charitable institution like hospital and school.

Nomination and Assignment:

The life insured can name the person or person whom the policy money

would be payable in the event of his death the proceeds of a life insurance

policy can be protected against the claims of the creditors of the life insured

by effecting a valid assignment of the policy. The beneficiaries are fully

protected from creditors expect the extent of any interest in the policy

retained by the insured.

Marketability and Suitability for Borrowing:

After 3 years, if the policy holder finds that he is unable to continue

payment of premiums he can surrender a policy for a cash sum. A life

insured policy is accepted as a security for a commercial loan.




Loan from the Insurance Company:

A policy holder can take a loan from his insurance company against the

security of his life insurance policy provided the term of the terms of his

policy allow such a loan can be taken usually after a period of 3 years from

commencement of the policy and is a percentage of its surrender value.

Investment Option.

The unit link products gives comprehensive insurance solution that cater to

an individual’s need of earning potentially high return as well as stay for

life. Thus there is an option to invest money in the products that combine the

best of insurance and investment. In a volatile market conditions it is

possible to secure both as one can hedge the investment with saver

investment vehicles that provide a diversified portfolio.

Tax Benefits:

The Indian income tax act provides tax concessions to the policy holder both

on payment of premium and on the maturity amount. Under sec 88 the

benefits on premium paid by an individual for life insurance policy on his

own life/on the life of spouse children minor or major, including married

daughters.

Protection to Wife and Children:

Under sec 6 of the married woman’s property act if a married man takes a

policy of the life insurance on his own life and expenses on the face of it to

be for the benefit of his wife or of his wife and children or any of them, than

it shall be deemed to be a trust for the benefit of his wife and children or any




of them, according to the interest so expressed and shall not so long as any

object of trust remains be subject to the controls of the husband or to his

creditors or from part of his estate. An insurance policy taken by a married

man in the above manner is ideal way to protect the interest of his wife and

children, even after his untimely death.

General Insurance:

Insurance other than life fall under general insurance. It covers loss of every

other physical or non-possession. The loss may be due to fire, theft, accident

etc. the general insurance is further classified into-

Fire insurance:

It covers movable and immovable properly having monetary value. It covers

the loss or damage to insured property by specific perils

for example: damage of property in manufacturing premises due to fire may

result in total or partial stoppage of production process leading to loss of

profits. Such loss of profit can be covered under loss insurance policy.

Marine Insurance:

It is of the oldest branches of the insurance. It plays a significant role in both

and internal and international trade. The insurers undertake to indemnify the

insured against the losses occur during transit by rail, road, sea or air.

Miscellaneous Insurance:

Insurance that takes other fire and marine is known as miscellaneous

insurance. It is covered under the several classes of which motor insurance,

burglary insurance, cattle and crop insurance are most important




Differences between life insurance and Non life insurance (General

Insurance)

Risk is certain in life insurance and non life insurance: Every person

who is insured is likely to die, and the income earning capacity will be

stopped by death. In non life insurance the risk is uncertain and the

insured event may or may not result in the loss to the policy holder

Life insurance is a long term contract while non life insurance

contracts are one year contracts.

Difficulty in determining value of human life in insurance. In non life

insurance the value can be determined with much ease.

Life insurance is not a strict contract of indemnity. Non life insurance

contracts are in indemnity contracts.

Insurance as investment

Endowment plans are the best selling life insurance product in the

country. This single fact says a lot about how most Indians who get

investment plans to get their lives insured, save on tax build a retirement

corpus and fund their children’s education, among other things.

Endowment plans offers good value to novice investment and those with a

low appetite for risk. They force the habit of regular saving and help to

create funds for lives, many financial goals; and unlike with mutual funds on

stocks, there is no risk of capital erosion. But there is a price you pay for

such certainty; low returns.

Tax- benefits




One of the several reasons given to buy life insurance is to save on

tax. It’s true that there are extremely generous tax breaks to be avoided of

life insurance,

Premiums:

For the salaries, the rebate under section 88 of the income tax act is an

effective way to lower tax rebates under this section, along with investments

with other instruments like PPF and NSC.

Note: if you claim a rebate on investment in insurance but withdraw from it

with in 2 years, the rebate claims will be deemed as tax payable, the amount

of tax rebate that can claim under section 88 in a year on the income that

year.

INDUSTRY PROFILE:




History of insurance:

Insurance began as a way of reducing the risk of traders, as early as

5000 BC and 4500 BC in. Life insurance dates only to ancient Rome; "burial

clubs" covered the cost of members' funeral expenses and helped survivors

monetarily. Modern life insurance started in late 17th century, originally as

insurance for traders: merchants, ship owners and underwriters met to

discuss deals at Lloyd's Coffee House, predecessor to the famous.

The first insurance company was formed in 1732, but it provided only fire

insurance. The sale of life insurance in the U.S. began in the late 1760s. The

Synods in and created the Corporation for Relief of Poor and Distressed

Widows and Children of Presbyterian Ministers in 1759; Episcopalian

priests organized a similar fund in 1769. Between 1787 and 1837 more than

two dozen life insurance companies were started, but fewer than half a dozen

survived. Prior to, many insurance companies in the United States for their

owners, in response to bills passed in 2001 and in 2003, the companies have

been required to search their records for such policies for example reported

that Nautilus sold 485slaveholder life insurance policies during a two-year

period in the 1840s; they added that their trustees voted to end the sale of

such policies 15 years before the.

General information:

Human have always sought securities. This quest for security was an

important motivating force in the earliest formation of families, clans, tribes,

and other groups. Indeed, groups have been the primary source both

emotional and physical security since the beginning of humankind. They

ensured a less volatile source of life necessities then that which ensures




isolated human & families could provide and help their less fortunate

members in the time of crises.

Human today continue their quest to achieve security and reduce risk

uncertainty. We still rely on group for financial stability. The group may be

our employer, the government, or an insurance company, but concept is the

same. In some ways however, we today are more vulnerable that our

ancestors. The physical and economical securities formerly provided by the

tribes or extended family diminished with industrialization. Our income

dependent, wealth acquiring lifestyle renders and our families more

vulnerable to environment and societal changes over which we have no

control.

Humans are exposed to many serious perils, such as property loss

from fire or windstorm, and personal losses from incapacity and death. All

through individual cannot predict or completely prevent such occurrences,

they can provide for their financial effects.

Encyclopedia of finance and banking defines insurance as the

elimination of or protection against risk amenable to actual calculation,

voidance or reduction of losses occurring through misfortunes such as death,

fire, accident, tornado, shipwreck, etc. insurance is a contact between an

insurer and insured where by the insurer identifies the insured against loss

due to specific risks such as from fire, storm and death. Insurance contracts

require an agreement, considerations, capacity, legality, compliance with the

status of frauds and delivery. Insurance is an integral part of most

enterprises, risk management program. Insurance does not prevent losses, it

substitutes a small certain loss (premium) for a possible or contingent large

loss. The insured is indemnified for the amount of loss, for the insured




amount, or for the face of his policy, in return for payment of periodic

premiums.

The principle kinds of insurance are as follows:

Life-term, ordinary, endowment, limited payment, group industrial

and annuities, with a variety of combinations of the four basic forms.

Fire & marine-fire, ocean marine, motor vehicle, inland navigation,

and transportation, tornado and windstorm, sprinkler leakage,

earthquake, riot and civil commotion, explosion rain, hale, flood,

aircraft, etc.

Causality and surety -automobile liability, liability other than

automobile workers, compensation, fidelity and surety, burglary and

theft, automobile property damage, accident in health, steam boiler,

machinery, plate glass, etc.

All mutual and legal reserves life insurance companies provide for a

participation in dividends by all policy holders. In this way the cost of

insurance to the insured is reduced.

Four classes of insurance business:

Life insurance

Fire insurance

Marine insurance

Miscellaneous insurance.

Brief history of insurance sector in India:




The insurance sector in India has come full circle from being open

competitive market to nationalization and back to liberalized market again.

Tracing the developments in India, insurance sector reveals the 360-degree

turn witnessed over a period of almost two centuries.

1818 – Oriental insurance company was established.

1870– Bombay Mutual Life Assurance Society, the first Indian life

insurance company started its business.

1912 – Indian life insurance companies act as the first statute to

regulate the life insurance business

1928 – The Indian insurance companies act enacted to enable the

government to collect statistical information about both life and non

life insurance business.

1938 – Earlier legislation consol dated and amended to by the

insurance act with the objective of protecting the interest of insuring

public.

1956 – 245 Indian and foreign insurers and provident societies taken

over by the central government were nationalized.

Insurance sector reforms:




In 1993 Malhotra committee, headed by former finance secretary and

RBI governor R N Malhotra was formed to evaluate the Indian insurance

industry and recommended its future direct on. The Malhotra committee was

set up with the objective of complimenting the reforms initiated in the

financial sector. Recommendation included in the report submitted by the

committee

Structure:

Government stake in the insurance companies to brought down to

50%

Government should takeover the wordings of GIC and its

subsidiaries, so that these subsidiaries can act as independent

companies.

All the insurance companies should be given greater freedom to

operate.

Competition:

Private companies with minimum paid up capital of Rs. 1 billion

should be allowed to enter the industry; no company should deal in

both life and general insurance through single entity.

Foreign companies may be allowed to enter the industry

collaboration with domestic companies.

Postal life insurance should be allowed to operate in rural areas

Only one state level life insurance company should be allowed to

operate in each state.

Regulatory body:

The insurance act should be changed




An insurance regulatory body should be set up.

Life insurers transact life insurance business; general insurers transact the

rest. No companies are permitted as per law.

Legislation (as on 1-4-2000):

Insurance is a federal subject in India; the primary legislation that

deals with insurance business in India is;

Insurance Act, 1938 and Insurance Regulatory & Development

Authority Act, 1999

Fire and miscellaneous insurance business are predominant motor and

vehicle insurance is compulsory.

Tariff Advisory Committee (TAC) lays down tariff rates for some of

the general insurance products.

Customer Protection:

Insurance industry has ombudsmen in 12 cities. Each ombudsman is

empowered to redress customer grievances in respect of insurance contracts

on personal lines where the insurance amount is less than 20 Lakhs, in

accordance with the ombudsmen scheme. Address can be obtained from the

officers of LIC and other insurers.

Need for life insurance:

Maslow’s need hierarchy theory:

Making the person feel “SAFE” other expression of the need for

safety occur when individuals are confronted with real emergencies e.g.

accidents, war, crime, natural calamities, etc. once physical needs are met,




another set to motives, safety or security needs, become motivates. The

primary motivating force here is to ensure reasonable degree of continuity,

order, structure and predictability in once environment. Maslow suggested

that the safety needs are most readily observed in infant and young children

because of their relative’s helplessness and dependence on adults.

Security needs in original context co-related to such factors as job

security, salary increment, safe working conditions, unionization and

lobbying for prospective registration.

Risk and uncertainty are part of life great adventures accident, illness,

thefts, natural disaster. They are built into the working of universe, waiting

to happen. Insurance that is main answer to the vagaries of life. If you

cannot beat the manmade and natural calamities, wealth, at least be prepared

for them and aftermath.

Insurance is contract between two parties one is insurer (insurance

company) and insured (the person or entity seeking the coverage). Where the

insurer agrees to pay the insured for the financial loses arising out of any

unforeseen events in return for a regular payment of the premium.

These unforeseen events are determined as risk and that is why

insurance is called is the risk cover. Hence the insurance is the essential

means to financially compensate for loses that life throws at people-

corporate and otherwise.

India at glance:

Economy: India is 5th largest economy in the world in terms of

purchase.

GDP Growth rate: over 6% per year on an average for the last

decade.




Savings rate: around 26% of GDP

Estimated middle class population: 300 million

Insured population: 70 million

India has an enormous middle class that can afford to by life, health and

disability and pens on plan products. The level of penetration of life

insurance in India compared to other developed nations can be judged by a

comparison of per capita life premium.

Global life insurance trends:

Country life premium per capita U.S. $ in 1994

JAPAN 3817

UK 1280

USA 964

INDIA 800

Life insurance market in India

INDIAN COMPANY FOREIGN COMPANY

HDFC Standard life




Tata Group AIG

Bajaj Allianz

Max India New York

IDBI Principal

SBI Alliance Capital

Bajaj Allianz Chubb

Cholamandalam Axa

ICICI Prudential

Vysa Bank ING

Spic Met Life

Sanmar Group GIO of Australia

Life insurance statistics:

Table showing premium collection by various insurance companies

COMPANY 2006-07(RS.IN

MIN.)

2007-08(RS.IN

MIN.)

% GROWTH

Kotak 352.1 1271.2 260.98




Mahindra

Bajaj Allianz 633.89 1797.05 183.50

ING Vaysa 179.59 726.27 311.16

AMP Sanmar 63.15 278.82 341.51

SBI Life 718.81 1959.01 172.53

Tata AIG 522.08 1801.55 515.07

ICICI

Prudential

3641.07 7509.10 106.23

Birla Sun Life 1295.68 4498.62 247.20

Aviva 134.66 771.38 427.84

Max New

York

673.14 1314.88 95.34

Met Life 76.99 233.82 203.70

HDFC

Standard

1293.14 2093.33 61.88

Private total 9581 24254.64 153.15

LIC 159767.62 162746.87 1.93

TOTAL 169348.92 187101.5 10.48

Table showing market share of life insurance companies

COMPANY 2006-07 (IN %) 2007-08 (IN %)

HDFC Standard 0.76 1.12

Bajaj Allianz 0.37 0.96

ING Vaysa 0.1 0.39




AMP Sanmar 0.04 0.15

SBI Life 0.42 1.05

Tata AIG 0.31 0.96

ICICI Prudential 2.15 4.01

Birla Sun Life 0.77 2.4

Aviva 0.08 0.41

Max New York 0.4 0.7

Met Life 0.05 0.12

LIC 94.34 87.05

TOTAL 100 100

Registration of Indian insurance companies

The registration of Indian insurance companies involves the following

contents

Requisition for the registration

Application for registration

Renewal of certificates of registration

Action in case default

Certificates to existing insurers.

COMPANY PROFILE

Introduction:

HDFC is a professionally managed organization with a board of directors

consisting of eminent persons who represent various fields including

finance, taxation, construction and urban policy & development. The board




primarily focuses on strategy formulation, policy and control, designed to

increasing value to shareholders.

About HDFC:

HDFC is India’s leading housing finance institution and has helped

build more than 23, 00,000 houses since its incorporation in 1977.

In Financial Year 2003-04 its assets under management crossed Rs.

36,000 Cr.

As at March 31, 2004, outstanding deposits stood at Rs. 7,840 crores.

The depositor base now stands at around 1 million depositors.

Rated ‘AAA’ by CRISIL and ICRA for the 10th consecutive year

Stable and experienced management

High service standards

Awarded The Economic Times Corporate Citizen of the year Award

for its long-standing commitment to community development.

Presented the ‘Dream Home’ award for the best housing finance

provider in 2004 at the third Annual Outlook Money Awards.

It entered into various sectors and offering services like banking,

mutual funds etc, and with the privatization in insurance sector, it also

entered into insurance mark

Family companies:

HDFC Limited

HDFC Bank Ltd

HDFC Asset Management Co. Ltd

HDFC Securities Ltd

HDFC Chubb General Insurance Co Ltd




About standard life:

The Standard Life group has been looking after the financial needs of

customers for over 180 years

It currently has a customer base of around 7 million people who rely

on the company for their insurance, pension, investment, banking

and health-care needs

Its investment manager currently administers £125 billion in assets

It is a leading pensions provider in the UK, and is rated by Standard &

Poor's as 'strong' with a rating of A+ and as 'good' with a rating of

A1 by Moody's

Standard Life was awarded the 'Best Pension Provider' in 2004, 2005

and 2006 at the Money Marketing Awards, and it was voted a 5 star

life and pension’s provider at the Financial Adviser Service Awards

for the last 10 years running. The '5 Star' accolade has also been

awarded to Standard Life Investments for the last 10 years, and to

Standard Life Bank since its inception in 1998. Standard Life Bank

was awarded the 'Best Flexible Mortgage Lender' at the Mortgage

Magazine Awards in 2006

Its business operates within six areas: UK Life & pensions, Bank,

Healthcare, Investments, Canada and International.

The partnership:

HDFC and standard life insurance first came together for a possible

joint venture, to enter life insurance market, in January 1995. It was clear

from the outset both companies shared values and beliefs and a strong




relationship quickly formed. In October 1995 the companies signed a 3-year

joint venture agreement.

Around this time standard life purchased a 5% stake in HDF, further

strengthening the relationship.

The next three years were filled with uncertainty, due to changes in

government and ongoing delays in getting the IRDA (Insurance Regulatory

and Development Authority) Act passed in parliament. Despite this both

companies remained firmly committed to the venture.

In October 1998, the joint venture agreement was renewed and

additional resource made available. Around this time standard life purchased

2%of Infrastructure Development Finance Company Ltd. (IDFC) standard

Life also started to use the services of the HDFC Treasury department to

advise them upon their investment in India.

Towards the end of 1999, the opening of the market looked very

promising and both companies agreed the time was right to moves the

operation to the next level. Therefore in January 2000 an export team from

the UK joined pocked team from HDFC to r\from the core project team,

based in Mumbai. Around this time standard life purchased a further 5%

stake in HDFC and 5% stake in HDFC Bank.

In a further development standard life agreed to participates in the

Asset Management Company promoted by HDFC to enter the mutual fund

market. The mutual fund was launched on 20th July 2000.

Incorporation of HDFC Standard Life Insurance Company Limited:

The company was incorporated on 14th August 2000 under the name

of HDFC Standard Life Insurance Company Limited. Company’s ambition




from as far back as October 1995, was to be first private company to re-enter

the life insurance market in India. On the 23rd of October 2000, this ambition

was realized when HDFC Standard Life Insurance was the only life

company to be granted a certificate of registration.

HDFC are the main shareholders HDFC Standard Life, with

81.4%while standard Life owns 18.6% Given Standard Life’s existing

investment in the HDFC Group, this is the maximum investment under

current regulations.

HDFC and standard life have a long and relationship built upon

shared values and trust. The ambition of HDFC Standard Life is to mirror

the success of the parent companies and be the yardstick by which all other

insurance companies in India are measured.

Our key strengths:

Financial expertise:

As a joint venture of leading financial services groups, HDFC Standard Life

has the financial expertise required to manage your long-term investments

safely and efficiently.

Range of solution:

We have a range of individual and group solutions, which can be easily

customized to specific needs. Our group solutions have been designed to

offer you complete flexibility combined with a low charging structure.

Track Record so far:




Our gross premium income, for the year ending March 31, 2008 stood at Rs.

4,859cr and new business premium income stood at Rs. 2,685cr

The company has covered over 9,59,000 lives year ending March 31, 2008.

Vision and values:

Our Vision:

'The most successful and admired life insurance company, which means that

we are the most trusted company, the easiest to deal with, offer the best

value for money, and set the standards in the industry'.

'The most obvious choice for all'

Our Values:

Values that we observe while we work:

Integrity

Innovation

Customer centric

People Care “One for all and all for one”

Team work

Joy and Simplicity

Accolades and Recognition

Rated by 'Business world' as 'India's Most Respected Private Life

Insurance Company' in 2004

Rated as the "Best New Insurer - 2003" by Outlook Money magazine,

India’s number 1 personal finance magazine




Future:

HDFC has always been market-oriented and dynamic with respect to

resource mobilization as wall its lending programmed. This renders it more

than capable to meet the new challenges that have emerged. Over the years,

HDFC has developed a vast client base of borrowers, depositors,

shareholders and agents, it hopes of capitalize on this loyal and satisfied

client base for future growth. Internal systems have been development to be

robust and agile, to account changes in the volatile external environment.

HDFC has developed a network of institutional through partnerships with

some of the best institutions in the world, for providing specialized financial

services. Each institution is being fine and service.

Important dates in company’s profile:

In the year 2000, HDFC Standard Life Insurance and ICICI Prudential

are the first private insurances to get from IRDA to issue policies.

February 2, 2001- IRDA confirms income tax benefits to private insurance

companies

February 13, 2001- HDFC Standard Life consultants pass online test by

NSE

May 9, 2001- HDFC Standard Life insurance launches its Bangalore

operation

October 22, 2001- HDFC Standard Life insurance launches its Term

Assurance plans

December 4, 2001- First group Insurance policy was sold in Chennai.

VATECH Wabag Ltd., an Indian Arm of VATECH Wabag, with




headquarters in Vienna, is a global player in the water market and they have

taken group term insurance policy cover all its employees in india

February 20, 2002- HDFC Standard Life insurance launches its Personal

Pension Plan

August 10, 2002- group Insurance business of HDFC Standard Life crosses

Rs.1000cr sum assured

October 17, 2002- HDFC chubb General Insurance Company Limited Starts

Operation in India

February 6, 2003- The two partners in the joint venture, HDFC Ltd and

Standard Life Assurance Company, UK have brought in the additional

capital and the share capital of the company now stands at Rs 218cr

February 18, 2003- HDFC Standard Life insurance launches its children’s

plan

April 8, 2003- HDFC Standard Life declares results for FY 2002-03,

premium from new business more than three and a half times over last FY

insurance coverage crosses Rs.5000cr mark

October 6, 2003- HDFC Blue star ties up with HDFC Standard Life

insurance for group cover

January 1 2004- HDFC Standard Life launches Unit Linked plans

May 16 2005- HDFC Standard Life declares results for FY 2004-05

August 18 2005- HDFC Standard Life declares results for 1st quarter of

financial year 2005-06

PRODUCT PROFILE:

Individual product:

We at HDFC Standard Life realize that not everyone has the same

kind of needs. Keeping this in mind, we have a varied range of Products that




you can choose from to suit all your needs. These will help secure your

future as well as the future of your family.

Protection Plans

You can protect your family against the loss of your income or the

burden of a loan in the event of your unfortunate demise, disability or

sickness. These plans offer valuable peace of mind at a small price.

Term Assurance Plan

Loan Cover Term

Assurance Plan

Investment Plans

Our investment products are well suited to meet your long-term needs.

Single Premium Whole Life Plan

Pension Plans

Our Pension Plans help you secure your financial independence even

after retirement.

Personal Pension Plan

Unit Linked Pension Plan

Unit Linked Pension Plus

Our Immediate Annuity plan will aid you in receiving income post

retirement and securing you financial independence.

Savings Plans

Our Savings Plans offer you flexible options to build savings for your

future needs such as buying a dream home or fulfilling your children’s

immediate and future needs. Our Savings range includes

Endowment Assurance Plan


http://www.hdfcinsurance.com/products/indi_im.aspx



Unit Linked Endowment

Unit Linked Endowment Plus

Money Back Plan

Children's Plan

Unit Linked Young star

Unit Linked Young star Plus

Health Plans

Our health plans provides you with timely support in case of any

health related emergencies and helps you and your family to remain

financially independent in difficult times

Critical care plan

Surqi care plan

Group Products:

One-stop shop for employee-benefit solutions

HDFC Standard Life has the most comprehensive list of products for

progressive employers who wish to provide the best and most innovative

employee benefit solutions to their employees. We offer different products

for different needs of employers ranging from term insurance plans for pure

protection to voluntary plans such as superannuation and leave encashment.

We now offer the following group products to our esteemed corporate

clients

Group Term Insurance

Group Variable Term Insurance

Group Unit-Linked Plan

Social Product


http://www.hdfcinsurance.com/products/grp_gvti.aspx

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Development Insurance plan is an insurance plan which provides life

cover to members of a Development Agency for a term of one year. On the

death of any member of the group insured during the year of cover, a lump

sum is paid to that member’s beneficiaries to help meet some of the

immediate financial needs following their loss.

Other product:

Rural products

Tax benefits

PRODUCT ANALYSIS:

Endowment Assurance Plan:

You have given your family the very best. And there is no reason why they

shouldn't get the very best in the future too. As a judicious family man, your

priority is to secure the well-being of those who depend on you. Not just for

today, but also in the long term. More importantly, you have to guard your

loved ones against any eventuality. How will they sustain their way of life,

so lovingly built by you, in your absence?

With our HDFC Endowment Assurance Plan, you can ensure that your

family remains financially independent, even if you are not around. You can

ensure that they live a life of respect and dignity always.

The HDFC Endowment Assurance Plan gives you:

An ideal way to secure your long-term financial goals

Valuable protection to your family by way of lump sum payment in

case of your unfortunate demise within policy term

Lump sum payment (basic Sum Assured plus any bonus additions) on

survival up to maturity date




Very flexible benefit options and payment options

Unit linked endowment assurance:

In this policy, the investment risk in investment portfolio is borne by

the policy holder.

You have given your family the very best. And there is no reason why

they should not get the very best in the future too. With HDFC Unit Linked

Endowment plus II, you can ensure that your family remains financially

independent, even if you are not around. You can ensure that they live a life

of respect and dignity, Always.

The HDFC Unit Linked Endowment plus II gives:

Valuable protection to your family in case you are not around

An outstanding investment opportunity by providing a choice of

thoroughly researched and selected investments

Regular Loyalty Units to boost your fund value every year

Flexible benefit combinations and premium payment options

Flexible additional benefit options such as critical illness cover

Children’s plan:

As a parent, your priority is your child's future and being able to meet

your child's dreams and aspirations.

Today, providing a good education, establishing a professional career or

even a modest wedding is expensive. Costs are increasing fast. Just imagine

how much you'll need when your child takes these important steps in life!

Plan today to ensure a bright future for your child. Start building savings

today with our HDFC Children's Plan.

So that your child is able to lead a life of respect and dignity with a secured

financial future




The HDFC Children's Plan gives you:

Invaluable financial support to your child

A choice to customize an ideal plan for your child

Multiple options for multiple benefits

Unit linked young star plan:

As a parent, your priority is your children’s future and being able to

meet their dreams and aspirations. Today, providing a good education,

establishing a professional career or even a modest wedding is expensive.

Costs are increasing fast. Just imagine how much you will need when your

children take these important steps in life.

Plan today to ensure a bright future for your children. Start building savings

today with our HDFC Unit Linked Young Star Champion so that your child

is able to lead a life of respect and dignity with a secured financial future.

The HDFC Unit Linked Young Star Champion gives:

Valuable protection to your child in case you are not around

An outstanding investment opportunity by providing a choice of

thoroughly researched and selected investments

Bumper Addition to the fund value at maturity

Flexible premium payment options

No need to go for medicals. Just filling a Short Medical Questionnaire

will do!

Money Back Plan:

You have always believed in living life on your own terms. So why let

the changing realities of everyday life overwhelm you and make your




aspirations take a back seat? You can plan now to ensure that you have the

necessary funds to meet your future financial needs.

The HDFC Money Back Plan is a ‘With Profit’ Plan that gives you:

A proportion of the basic Sum Assured as Cash lump sums at regular

5-year intervals within the policy term (see the table given below) an

ideal way to secure your long- term as well as short-term financial

goals.

A lump sum payment on survival up to maturity date.

Valuable protection to your family by way of lump sum payment in

case of your unfortunate death within the policy term

Single premium whole life insurance plan:

The well-informed rightly said and proves how important investments

are in today’s date and age. The question that we all fear is – What about the

risks attached?

HDFC Standard Life Insurance brings to you a safe investment plan that

would take care of your savings and nurture your earnings

HDFC Single Premium Whole of Life Insurance Plan is a tailor-made plan

well suited to meet your long-term investment needs. This participating plan

offers you the following benefits:

Whole of life plan aimed at providing long-term real growth of your

money

Single premium investment plan

In case of your unfortunate demise during the policy term, this

participating (‘With Profits’) insurance plan will pay your family the

Sum Assured and compound Reversionary Bonuses, which are




usually added annually. An additional Terminal Bonus may be paid

depending on the performance of the underlying investments

During Guaranteed Surrender Periods you get the Sum Assured and

all bonuses vested as at the date of surrender

Term assurance plan:

The HDFC Term Assurance Plan is an insurance policy that is designed to

help secure your family's financial needs. The plan does this by providing a

lump sum to the family of the life assured in case of death or critical illness

(if option is chosen) of the life assured during the term of the contract. One

can choose the lump sum that would replace the income lost to one's family

in the unfortunate event of one's death

Loan Cover Term Assurance Plan:

This Plan provides a lump sum on the unfortunate death of the life assured

within the policy term. If you are taking a loan to buy a house for your

family, this plan can help you ensure that life's uncertainties do not affect

their shelter. It is an affordable plan that has been designed to help your

family repay the outstanding loan in case of your unfortunate death.

THEORITICAL BACKGROUND OF THE STUDY

About the project:

This project is mainly concentrating on the various perceptions that

each customer has on privet life insurance Company as well as on the value

added service offered by HDFC std. life insurance. As my title is all about

perception and value added service, I have given a brief introduction about

it.

Service marketing:




Service is an act of performing or offering that some thing extra which

gives some benefits or value to the customers with out the ownership of the

physical products

Nowadays marketing of service is gaining importance due to increasing in

demand from economic well being, changing life style of people and

complexity of the products. Service differs from physical goods in certain

characteristics such as intangibility, heterogeneity and perishes ability,

which makes them unique and poses a challenge for marketers to make them

separately from goods.

This project is mainly concentrating on the perception of customers who

have the policy in private Life Insurance companies and know about the

value added service offered by the private Life Insurance Ccompanies.

Perception:

It may be define as the process by which an individual selects,

organizes and interprets stimuli into a meaningful and coherent picture of the

environment in which he lives. To a person, he perceives is the reality,

irrespective of the objective trust, and his behavior is determined by his

perception.

Factors Influencing Perception:

The perceiver

The perceiver’s personal characteristics play major role in influencing the

way he interprets a target. A person’s attitude, motives, interests, past

experiences and expectation affect his perception.

The Target




Perception is affected by characteristics of the target. The people who are

loud or very tall or attractive are more likely to be noticed in a crowed. The

target perceived based on its attributes such as motion, sound, size, etc.

The situation

Time, location, climate, person’s state of mind and other situational factors

influencing his perception

The Value Added Services Offered By The HDFC std. life insurance:

Electronic clearing system:

It is a system where your premium gets directly debited from your bank

account on your due dates. This helps the customer to pay the insurance

premium with out to the insurance company.

Financial advisors:

Advisors are the back is not just selling of the policies but listen to the

customer like what they need, how much they can invest, which policy suits

them the and what kind of policy expect from us i.e. what kind of policies

should be designed for them.

Ease in renewal of the lapsed policy:

Policy holder can easily renew their policy without much more difficulties

for these customers can seed the help of financial consultant.

Other service:

Customized products

All the information about the companies and its products are available

in company’s web site.




In case a customer wants to pay their premiums through cheque then

they can draw them in favors of the insurance company in which he

has the policy.

Market information: customers can check their policy status through

online.

Clime settlement: clime settlement in private life insurance company

is faster than the other insurance company.

For any queries customer can call to company.

DESIGN OF THE STUDY

(A) TITLE OF THE PROJECT:

“CUSTOMER PERCEPTION ON VALUE ADDED SERVICES OFFERED BY HDFC STANDARD LIFE INSURANCE COMPANY LIMITED IN KHAMBHAT AND ANAND”

(B) STATEMENT OF PROBLEM:




One of the major problems affecting the performance of the company

is the change in the customer needs and requirements, and also depends on

the company’s Value added services.

Therefore the problematic area of this study focuses on the study of

customer perception towards value added services provided by the HDFC

Standard Life Insurance Ltd.

(C) SCOPE OF THE STUDY:

HDFC Standard life insurance is operating in the number of unit plus

such as Home insurance, Asset insurance, Travel insurance, Health

insurance, and vehicle insurance like two, three and four wheeler and life

insurance to diversify their life insurance business.

So the study concentrates to know the customer potential for new

schemes launching in the customer area.

It is facing server competition; marketing intelligence has suggested

that the competitor’s sales people are doing a better job. Therefore HDFC

Standard life insurance has felt that a look at the personal selling process

would be immense use.

(D) OBJECTIVES OF THE STUDY:

The main aim of the study is to accomplish the following objective:

To know the satisfaction level of the customers on value added

services provided by the HDFC Standard life insurance company

To know the motivational factors those made them buy an insurance

policy from the company.

To know the image of the private life insurance companies in the

minds of the customers.




To know the preferences of the people in the taking policies by

conducting market survey.

To know the perception of the customers on value added services

offered by private HDFC Standard life insurance

(E) RESEARCH DESIGN OF THE STUDY:

Marketing research can be defined as the systematic design,

collection, analysis, and reporting of the data and finding relevant to a

specific marketing situation facing the company.

Research design is the basic plan which guides the researchers in the

collection and analysis of data required for practicing the research product.

In fact the research design is the conceptual structure with which research is




conducted. It consist the blue print for the collection, measurement and

analysis of the data that was followed completing the study to ensure that

study is relevant to the problem and will follow the predetermined and set

data.

The main data feature of “Research Design” is that it specifies

population to be studied. The main them of the chapter is to know the source

of the data the researcher has collected. Data are raw facts of observation,

typically about physical phenomenon. Thus data are usually subjected to

value added process where

It from is aggregated, manipulated and organized

Its contents are analyzed and evaluated

It is placed in a proper context for human user

Therefore, information is processed data placed in a context gives value for

the reader. It is a basis for analyzing and interpreting, which helps in making

note of findings, conclusions and also helps to give suggestions so data

should accurate, correct and clear. If it is inaccurate and not in proper order

the whole out put gets affected and it may lead to confusion.

Descriptive research

The research design selected for this research is descriptive research

design.

Limitation:

Lack of adequate training regarding company product and services in

the company

Non availability of adequate secondary date.




The study is restricted to KHAMBHAT and ANAND

(F) METHODOLOGY:

Collection of the data for the study can be drawn from following methods

for study.

Sources of the data:

After determining the objectives of study and research design, the

next important step is data is step collection method. The information has to

be collected from the retailers. During the process of the study the data is

collected from the target segment that is customers, dealers and distributors

with help of a structured well designed questionnaire.

Data is collected from

Primary data

Secondary data

Primary data

It was collected through questionnaire prepared contains relevant questions

that are both close ended and opened. Individual and group interviews also

under taken with difference consumers,

I have collected mainly the Primary Data for my study by utilizing the

questionnaire and interview methods.

Secondary data




These data are collected from published sources such as Magazines, NEWS

papers, several books, and also from the help of web site

www.hdfcsl.com

(G) Sampling plan of the study:

Sample size:

Sample size refers to number of elements to be included in the study several

qualitative factors should also be taken into consideration when determining

the sample size. These include the nature of research, number of variable,

and nature of analysis, sample size used in similar studies incidence rates,

completion rates, and resources constraints.

During the process of the study, survey has been conducted on 100 retailers.

Sampling method:

The researcher had choice between probability and non probability

sampling methods. In this study a simple non probability method namely

convenience sampling was adopted.

For my study I have selected Non-probability method in which I

selected convincing sampling method.

(H) FIELD WORK :

Survey was done in KHAMBHAT and ANAND.

The data was collected over a period of six weeks within KHAMBHAT and

ANAND city using well structured questionnaire. The respondents were

contacted at their respective retail outlets in various parts of the city.

Plan of the data analysis:


http://www.hdfcsl.com/



Planning and analysis of data can be done through three steps. They are

editing coding tabulation. These three are very important in analyzing the

data.

Editing:

Editing is the process of examining errors when there is some inconsistency

in the responses as entered in the questionnaire or where it contains partial or

vague answers.

Coding:

Coding is necessary to carryout the subsequent operations of tabulating and

analyzing data. If coding is not done, it will not be possible to reduce a large

number of heterogeneous responses into meaningful categories with the

result that the analysis of data would be weak and ineffective and without

proper focus.

Tabulation:

Tabulation comprises sorting of the data into different categories and

counting the number of cases that belong to category the simplest way to

tabulate is to count the number of responses to one question. This is called

univeriate tabulation. Where two or more variables are involved in

tabulation, it is called bivariate or multivariate tabulation. In marketing

research projects and generally both types of tabulation are used.

(I) LIMITATION OF THE STUDY :

The existing customers did not have enough time to spare for the

survey.

Feedback from the respondents may be biased.




Sample Area: The study id conducted within the city of khambhat,

Anand and therefore the conclusion derived will to the opinion of the

residents.

Cost constraint: Survey is little costly.

Sample Size: the intended sample size is only 100, which may not

give a true picture of the consumer investment pattern.

Time constraint: Since the project is to be conducted alone with on the

job training there is time constraint in meeting people.

The selected respondents are from Anand and khambhat.

ANALYSIS AND INTERPRETATION:

Date Analysis and interpretation:

Table 1: Age group respondents




Age Group No. of respondent Percentage

Below 25 31 31%

25 to 35 39 39%

35 to 45 25 25%

45 and above 5 5%

Total 100 100%

Sources: primary data collected through questionnaire

Fig-1

Inference:

The above graph shows 39% of respondents having insurance belong to 25

to 35 age respondents group, 31% of respondents availing HDFCSL belong

to below 25 age group and 25% are between 35 to 45age group.

Table 2: Occupation of the respondents

Working sector No. of respondent Percentage

Govt. 32 32%

IT 16 16%




Education 6 6%

Finance 13 13%

Business 29 29%

Other 4 4%

Total 100 100%


Fig-2

Inference:

The above figure reveals that most of the people 32% are working in

government and 29%are Business sector

Table3: Respondents awareness of investment option

Awareness No. of respondent Percentage

Yes 33 33%




No 14 14%

Have some knowledge 53 53%

Total 100 100%


Fig-3

Inference:

This graph shows that only 33% of people are aware of the investment

option and 53% of people have some knowledge about it. But 14% of people

are not aware of the investment option available to them

Table4: Having an any Insurance policy

Response No .of respondents percentage

Yes 53 53%




No 47 47%

Total 100 100%


Fig-4

Inference:

This graph shows that 47% of people not having an insurance policy and

53% of people having an insurance policy.

Table 5: Respondent interest of investing options

Need for investment Respondents percentage

Retirement 28 28%

Tax saving 21 21%

Earnings 33 33%




Liquidity 18 18%

Total 100 100%


Fig-5

Inference:

The figure shows 33% of people have insurance for future earnings and 28%

are investing for Retirement.

Table 6: Type of policy which holding by the Respondents

Types of policy No .of respondents percentage

Traditional 24 24%




Unit Linked 76 76%

Total 100 100%


Fig-6

Inference:

The above graph shows most of the respondents (76%) have unit linked

policy and only 24% respondents have traditional. This shows people are

more interested towards good maturity values.

Table 7: Term of investment preferred

Investment Method No .of respondents percentage

Short term 32 32%

Medium Term 22 22%




Long Term 46 46%

Total 100 100%


Fig-7

Inference:

The above figure shows 46% of respondents prefer long term investment

where as 32% prefer medium term and only 22% prefer short term.

Table 8: Reason for choosing HDFC Standard Life Insurance Company

Motivational factor No .of respondents percentage

Brand Image 14 14%

Advertising 12 12%

Value Added Service 21 21%

Policy Features 29 29%




Advisor 24 24%

Total 100 100%


Fig-8

Inference:

The above figure shows that 29% of policy features and 24% of influence of

advisor made buy the private and 21% it brought it because the added

services offered by the company

Table 9: Respondent perception towards the HDFC Standard Life Insurance

Company

Opinion No .of respondents percentage

Average 29 29%

Aggressive 21 21%

Excellent 14 14%

professional 36 36%

Total 100 100%





Fig-9

Inference:

The above graph shows that 36% of Respondents believes the operations of

private companies are professional and 29% believes in Average

Table 10: Rating of the services on 1-5 scale

Analysis Rating

website 3

Reminding letters 4

ECS 2

FA 1





According to the table:

The primary data Financial advisors rating is 1st while Electronic clearing

system website, Reminding letters, respectively 2nd, 3rd, and 4th

Table 11: Satisfied with Electronic clearing system offered by HDFC

Standard Life Insurance:

Level No. of Respondents Percentage

Yes 73 73%

No 27 27%




Total 100 100%


Fig-11

Inference:

The above graph shows that 73% of people are satisfied with ECS facility

while only 27% are not satisfied

Table 12- Respondents for clarify any query to whom you consult first

services No. of Respondents Percentage

Adviser 39 39%

company website 16 16%

customer care 28 28%




branch manager 17 17%

Total 100 100%


Fig-12

Inference:

The above graph shows that 39% people believes in Adviser, 28% of people

believes Customer care while company website and branch Manager People

clarify any query first respectively 16% and 17%

Table-13 Respondent satisfaction of current policy

Satisfaction level No. of Respondents Percentage

Yes 82 82%

No 18 18%

Total 100 100%





Fig- 13

Inference:

The above figure shows that 82% of respondents are satisfied with their

current policy and only 18% of people are not happy with their policy.

FINDINGS AND SUGGESTIONS:

FINDINGS:

It revels that 39% of respondents belongs to 25 to 35 age group 31%

are belong to below 25 ages.

The survey that maximum 32% of the respondents are in working

govt. sector

Out of 100respondents 33% of the respondents well known about

HDFCSL investment option




53% of the people having a insurance policy

33% of respondents are indented to invest on their earning only.

76% of respondents holding unit linked policy in HDFCSL

46% of respondents are preferred long term investment term in

HDFCSL.

Out of 100 respondents 29% of respondents choosing HDFCSL

insurance for policy feature and 24% are for Advisor, 21% for value

added services.

29% of the respondents perception about HDFCSL IS Average, and

21% of has told that it is being aggressive and 14% are Excellent

Financial Advisors got 1st rank and Electronic clearing system having

2nd rank.

73% of respondents are satisfied with electronic clearing system

39% of the respondents using Advisor service which the service

offered by the HDFCSL

82% of respondents are satisfied with current policy offered by

HDFCSL

SUGGESTIONS:

In Anand and khambhat most of the people working in Government and

Business sector and they don’t have much financial planning. Another

important point is they have good compensation package. So the company

should bring more innovative and should carry out more promotional

activities in government fields. Better promotion of unit linked plans can

generate more sales to the company.




HDFC STANDARD LIFE INSURANCE COMPANY’s unit linked

insurance plans can effectively meet the requirements of the customers,

because unit linked plans are directly related to the market, so the customers

can creates more wealth through fund and he can enjoy the tax benefit, and

also the insurance cover. The pressure on the sales team would be lessoned

by increasing the awareness among the people about the credibility of the

companies and need for capitalizing on the various insurance plans offered

by the private life insurance companies.

As the awareness of insurance is less among the people, its awareness

should be creating among the people by conducting stage shows and

explaining its need and importance.

Insurance should not be considered only as a risk cover element but

also as a long term investment

It is also recommended to concentrate to on lower income group

people.

More efforts should be taken by the company’s financial consultants

to convert the leads into policy holder of HDFCSL.

Follow up should be taken and customer relation should be

maintained by the inviting the existing customers to the seminars

conducted when launching a new product or any changes are made to

the products or rules to retain them.

Coming with new promotional activities like giving new

advertisements, keeping stalls, conducting seminars in companies, and

giving ads through SMS can be done by HDFC Standard Life

insurance Co. to create awareness among customers.




CONCLUSION:

A study on customer perception on value added services offered by HDFC

Standard Life Insurance Ltd Company in Anand has been carefully analysed

interpreted with the help of analysis tools.

` HDFC Standard Life Insurance was grown a lot through its

aggressive marketing strategies and the growth rate as tremendous, through

it is growing faster it has to work on certain things and maintain the

standard. This can be done through introducing more innovative products

and recruiting good quality advisors because they are the pillars of the




company and it is the most valuable value added services that the company

is having.

Therefore, the best the company can do is giving the customer

something, which is little bit different and better than its competitor. The

company should also be successful in expressing the extra features, which is

given to the customer. The customer should feel that whatever company is

giving is something great, and no one could ever imagine about it. This

feeling makes the customer feel that company is very much satisfying them.

In addition, the extra feature given to satisfying is some thing great.

ANNEXURE:

REFERENCES:

List of websites:

www.irda.com

www.hdfcsl.com

List of Books & Magazines:


http://www.hdfcsl.com/

http://www.irda.com/



Marketing Management- ICFAI publication

Marketing Management- Philip kotler

Outlook- the Layman’s Guide to Insurance

Business line

IRDA Journal

List of News Papers:

Business Line

Economics Times

QUESTIONNARE :

I am Saiyed Moizahmed M, MBA second year student of HMSIT Tumkur

currently doing my project in HDFC Standard Life Insurance Company. As

a part of my study I am collecting information of the existing customers to

know the consumers perception on value added services provided by HDFC

std. life insurance Company I kindly request you to fill the following

questionnaires.

Please [√] the answer




(1) What is your name?

(2) Which age group do you belong to?

[ ] less than 25years, [ ] 25 to 35 tears,

[ ] 35 to 45 years [ ] above 45years

(3) Which sector are you working in?

[ ] Education [ ] Finance

[ ] Government [ ] IT [ ] others

(4) Are you aware of the all the Investment option

[ ] Yes [ ] No

[ ] Have some knowledge

(5) Do have any insurance policy?

[ ] Yes [ ] No

(6) Why do you want to invest in to insurance?

[ ] Retirement [ ] Tax saving [ ] Earnings [ ] Liquidity

(7) What type of policy do you have?

[ ] Traditional [ ] Unit linked

(8) Which term of investment preferred?

[ ] Short term [ ] Medium term [ ] Long term

(9) What made you to invest in HDFC Standard Life Insurance?

[ ] Brand image [ ] Advertising

[ ] value added services [ ] policy feature [ ] Advisor

(10) What is your opinion towards the services provided by HDFC Standard

Life Insurance?

[ ] Average [ ] Aggressive

[ ] Excellent [ ] professional




(11) Which service among the following you rate in ascending order (1 to

4)?

[ ] Website [ ] Reminding letters

[ ] ECS [ ] FC

(12) Are you satisfied with ECS offered by HDFC Standard Life Insurance?

[ ] Yes [ ] No

(13) If you want to clarify any query to whom you consult first?

[ ] adviser [ ] company website

[ ] customer care [ ] branch manager

(14) Are you satisfied with your current policy?

[ ] Yes [ ] No

THANK YOU

NAME:

PALCE:

DATE:



14068542 Final Copy of Hdfc Standard Life Insurance Company Limited by Saiued Moiz 9964529468 (2)

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Transcript of 14068542 Final Copy of Hdfc Standard Life Insurance Company Limited by Saiued Moiz 9964529468 (2)