“SERVICE LEVEL AGREEMENT.

By Prudent Insurance Brokers Pvt. Ltd.

[20-Nov-2009]

PRUDENT INSURANCE BROKERS PVT. LTD.

217 Prabhadevi Estate, V. S. Marg, Mumbai 400 025 49 A/5, “Smruti”, Gulmohar Path,Pune 411 004
Tel: 91-22-66242800 Tel: 020-64011830
FAX: 91-22-24314850 020-64011831

www.PrudentBrokers.com | E-mail: marketing@PrudentBrokers.com

CONTENTS:

NO. PARTICULARS

1.00 OBJECTIVE

1.01 PARTIES

1.02 POLICY TERMS & FEATURES

2.00 SCOPE OF AGREEMENT

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Objective of the Service Level Agreement (SLA)

This Service Level Agreement (SLA) underlines the Service Levels, which will be
performed by “Prudent Insurance Brokers Pvt.Ltd.”, the Insurance Broker for the
specified Insurance Policy availed by the Client.
Further Clients Name & Prudent Insurance Brokers Pvt.Ltd. as (PIBL)

Members to this Agreement

Clients Name

&

Prudent Insurance Brokers Pvt.Ltd.

49 A/5, “Smruti”
Gulmohar Path
Off Law College Road
Pune – 411004
Tel:020-6401 1830/31
Fax: 020-2546 3338

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Agreement Background

This agreement is effective from 01/07/2009, the date of issue of the Customized
Mediclaim Policy by “Insurance Co. Ltd.”, the Insurance Company for the client.
The Policy issued has “TPA Pvt. Ltd.” as the Third Party Administrator (TPA),
whose consent has been obtained by PIBL to facilitate completion of the
obligations of PIBL under this Agreement.

The various service parameters associated with Employee Benefit Policies, such as
issuance of Cashless Cards, Settlement of Claims, Member Addition-Deletion, Query
handling and other similar issues are being addressed by this SLA with specified Turn
Around Timelines to be pursued (TAT) and Mechanism laid out for each of such
activities. The beneficiaries of the Employee Benefit Policies shall be the employees
of the Client from time to time.

Scope of the Agreement

Presented below are the Critical Modules, which will cover relevant issues under the
scope of this Agreement –

1. Policy Management
2. Cards Management
3. Employee Induction
4. Help Desk
5. Claim management
6. Policy administration
7. Monthly Information System (MIS)

The features of the policy shall be as follows:

As per the Policy

Scope of the SLA

Policy Management

i) The policy will be issued in the name of the Company within 7 working days of
the submission of the existing Member information. For the interim period a
“Held Cover Letter” (i.e. a covering letter) will be issued to confirm
commencement of coverage under the policy.

ii) Due Diligence - Policy once issued will be ratified by PIBL to confirm adherence
to the “SCOPE of COVERAGE” as negotiated for final consideration.
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Cashless Cards

Timeline for cashless card issuance – The cashless cards will be issued within 7
working days from date of receipt of complete information in respect of the existing
members as well as new joinees to be covered under the policy. The cards will then
be distributed at the Help Desk to be set up by PIBL at the premises of the Client as
per the schedule and directions given by the Client in that regard.

The Cashless card shall cover the names of the dependent parents, spouse and two
children of every employee of the Client. The Card shall be valid for a period of one
year from the date of inception of the policy. On the expiry of such period PIBL shall
inform the Client about expiry or possible renewal of the policy. In case of renewal of
the Policy by the Client, the period of validity shall extend further for one year from
the date of inception of the new policy.

The Cashless Card shall not be transferable to any person. In case the employment of
the employee ceases by any reason whatsoever, the Client shall inform PIBL to update
the database of the employees of the Client.

The Cashless Card shall enable the employee of the Client to avail various medical
treatments at identified Hospitals without any payment (by cash/ cheques or
otherwise) to the Hospital for the same (whether at the time of admission to the
Hospital, availing such treatment or even after discharge from the Hospital).
PIBL shall ensure that the final Bills raised by the Hospital for payment are approved
and accepted for payment within four hours from the time of communication of the
final Bill amount by the Hospital to the TPA. PIBL shall however, initiate steps to
avoid possible communication gaps/ lapses for this purpose.

Employee Induction

i) Employee Presentation –

At the policy inception presentations to the employees of the Company at the

Company’s premises shall be made to inform them about the policy, its
features, its scope / coverage and also the various claim related processes
along with the dos and don’ts the employees need to follow and give a copy of
the same to the Company for sharing it to the employees for their ready
reference. Dates for such presentations can be mutually decided.

ii) For new joinees such presentations will be made during the induction Process.

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Help Desk

i. Help Desk – PIBL will set up helpdesk at Company’s premises on ( As per Client
convenience).This Help Desk will facilitate claim/ query - handling and
resolution/ settlement process.

ii. Query Resolution – PIBL will pursue to resolve all queries within 3 working days
after the date of receiving the queries. The queries shall be noted by the
concerned representative of PIBL attending the Help-desk.

Claim Management

i) Non-Cashless Claim Settlement – For Non Cashless Claims the timeline is 15

working days from the time complete documents are submitted by the Client to
PIBL. Completeness of documentation is subject to submission by the employee
of all deficiencies raised by the Insurance Company regarding the claim. PIBL
shall be responsible for such claims getting settled within the mutually agreed
time frame.

For the purpose of this agreement, Non-cashless claim means a claim in respect
of the medical treatment availed from a Hospital not covered in the list of
recognized Hospitals issued by TPA to the Client from time to time. Any
amount for settlement of such claim shall be paid in the name of Company.

ii) Troubleshooting for Cashless Claim Settlement – The claims in Network

Hospitals are to be settled cashless by the TPA. The member intending to use
the cashless facility will be required to follow the cashless authorization
process prescribed by the concerned hospital.

iii) Cashless claim settlement is authorized and guaranteed to be available in all

the hospitals as per list enclosed. The timeline framed for the same is 6 Hours
from the receipt of document by TPA.

If any hospital withdraws the cashless facility after signing this agreement, PIBL shall
give the changes in the list of Hospitals (for cashless facility) to the Client,
PIBL will assist cashless authorization the event the member doesn’t received the
same in spite of following cashless authorization process.

Policy Administration

i) Addition/Deletion of members –
Data for addition-deletion of employee is expected preferably once in the
month i.e. 1st week of every month. For addition/ changes in dependent
members the employee shall be provided by filling in the data at the time of

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 induction and from time to time and the same shall be collected by PIBL and
forwarded to the Insurance Company immediately.

ii) Policy Endorsements –

The Insurance Company will issue the endorsements with the details of
individual employees shall be sent by PIBL to the Company within 7 days of
receipt of such data by PIBL.

iii) Cash Deposit Balance–

The float available with the insurance company for the particular policy will be
monitored by PIBL on monthly basis. A threshold level will be determined and
on approaching the threshold limit a trigger will be sent to the client
requesting for replenishment of the float. PIBL shall provide the details of the
transactions within 3 days from end of every month.

iv) Premium Accounting Statement –

Before 5th day of every month the monthly Account statement of the previous
month will be sent to the concerned officials of the Company. This statement
will elaborate the Endorsements passed in the policy and the resultant
consumption and Refund of premium and therefore the Float Status. The
premium amount shall be paid by the Company in the name of the Insurance
company through PIBL. Such payment to PIBL shall be deemed to be the
compliance of the obligations of the Company under the Policy.

v) Data Management –

To ensure correctness of database in terms of coverage of all eligible members

and deletion of all members who have left the Company PIBL undertakes to
map the complete database available with it and the Insurer against the master
database of the Company. This activity shall be done once every quarter.

Monthly Information System

i) Monthly MIS Reports – On 10th day of every month, PIBL will generate An MIS
elaborating –

Monthly Claim Tracker – A Monthly Claim tracker that will give details of all
Cashless and Non Cashless claims filed during the month with updates on status
of pending claims and details of passed Claims will be sent to the concerned
person of the Company within 5 days from the end of every month. Break up of
claims made by Employee and dependents shall be included in the same along
with Claim Ratio.
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ii) Policy Review Meeting –

Monthly MIS Report will be presented to the client covering all aspect of the
policy.

The concerned Manager (names mentioned below) of PIBL will monitor adherence to
the set Turn Around Time (TAT) as per this SLA.

If any deviation is noticed by the HR on the set TAT the same may be escalate as per
the attach escalation matrix.

INSURANCE CO LTD

THIRD PARTY ADMINISTRATOR (TPA)

Prudent Insurance Brokers Private Limited

Primary contact –
Ajay Dhage – 097300-75792 (Contact for Addition & Deletions)
ajay.dhage@prudentbrokers.com

Vijay Marne – 097300-33064 (Contact for Claims)

vijay.marne@prudentbrokers.com

Loveleen Samuel – 097300-75797 (Practice Leader – Employee Benefit Services)

loveleen.samuel@prudentbrokers.com

Escalation- Piyush Choudhary – 097300-75796 (AVP – Pune)

piyush.choudhary@prudentbrokers.com

PERSISTENT SYSTEMS LTD

Primary contact –
Backup –
Escalation –

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Signatures:

PRUDENT INSURANCE BROKERS PVT. LTD.

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