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Table of Content
Acknowledgment.....................................................................................4
Jubilee Insurance History............................................................................ 6
Present View........................................................................................... 7
Vision:................................................................................................ 8
Mission:.............................................................................................. 8
Core Values:......................................................................................... 8
Strategic Objective................................................................................. 8
Company infrastructure.............................................................................. 9
Board of Directors.................................................................................. 9
Management......................................................................................... 9
Market Segmentation............................................................................... 10
Target Market........................................................................................ 10
Environmental analysis............................................................................10
Political environment............................................................................10
Social Environment..............................................................................11
Technological environment.....................................................................11
Economical environment........................................................................ 11
Competitors........................................................................................ 11
Marketing Mix....................................................................................... 12
Product........................................................................................... 12
Price............................................................................................... 13
Place............................................................................................... 13
Promotion....................................................................................... 14
Positioning........................................................................................... 14
SWOT Analysis.....................................................................................14
Value discipline:..................................................................................... 15
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 Customer intimacy.........................................................................15
Touch points.........................................................................................16
Components:......................................................................................... 18
CRM Information:............................................................................ 18
Technology:..................................................................................... 20
Process:.......................................................................................... 22
People:............................................................................................ 23
Customer analysis and behavior prediction....................................................25
CRM Projects........................................................................................ 27
Reward programs................................................................................... 28
Conclusion........................................................................................... 30

Acknowledgment

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 Allah Almighty
First of all we are thankful to God who gave us strength to work together and due to His
blessings finally we were able to complete this project on time.

Sir Awais Qadeer

We would like to thank our respected teacher for giving us this opportunity to work
for the Customer loyalty project. In this project we learned a great deal about the
Marketing concepts that we have been studying throughout the semester.

Summary

Jubilee Insurance Company Limited has entered its sixty third year marking a legacy of over
six decades of living by its core values, namely; Teamwork, Integrity, Excellence and Passion. Jubilee

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life Insurance enjoys competitive edge over the players in the market because it was established with
the highest paid up capital among public listed companies in Pakistan, highest ratio of customer
loyalty among all life insurance companies, uniquely designed plans for each individual customers,
complete range of products for individual and corporate customers and backing of World's largest
reinsurance companies Jubilee life Insurance is engaged both in individual life insurance and corporate
insurance business, Individual life insurance business is procured through two channels; that is,
through the company's own enthusiastic Its relative ranking in the world in its country of origin and in
Pakistan reveals the facts that where it is standing. It is facing a lot of problems. Some problems are
due to changing political and economic structure but many problems are due to negligence and
inefficiency of management. Some of these problems are very minor but these are the areas which
make a difference in this competitive scenario.

Insurance Company emphasize mainly on CRM to create loyal customer. Loyal customers are
the maximum profit generating source for Insurance Company. CRM enable to identify their best
customers and manage conflicting customer. Effective CRM implementation is possible if all the units
of a retailer act simultaneously to ensure better service and satisfy customer uniquely. Proper
allocation of resources and strategies to retain loyal customer are integral part of CRM.

Jubilee Insurance History

Jubilee Insurance Company Limited has entered its sixty third year marking a legacy of over
six decades of living by its core values, namely; Teamwork, Integrity, Excellence and Passion.

Since its establishment in 1953, Jubilee has maintained its presence as the most prominent
company that launching innovative products and new initiatives in the insurance industry. It has
established itself as one of the most reputed and brightest name of the sector. Sustained growth and

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evolution has secured Jubilee as one of the Big Three insurers of Pakistan in terms of gross direct
premium and financial base.

Jubilee is listed on the Karachi and Lahore Stock Exchanges. Its major shares are held by, Aga
Khan Hospital, Medical College Foundation, Habib Bank Limited, Aga Khan Fund for Economic
Development and Hashoo Group. Jubilee Head Office in Karachi has an extensive and dynamic
branch network in all major cities and towns of Pakistan that promises prompt service at the
customers doorstep. it started its business on 20 June 1996 with a Paid-up Capital of Rs.627 million.
Jubilee life Insurance enjoys competitive edge over the players in the market because it was
established with the highest paid up capital among public listed companies in Pakistan, highest ratio of
customer loyalty among all life insurance companies, uniquely designed plans for each individual
customers, complete range of products for individual and corporate customers and backing of World's
largest reinsurance companies Jubilee life Insurance is engaged both in individual life insurance and
corporate insurance business, Individual life insurance business is procured through two channels; that
is, through the company's own enthusiastic Branch Operations and through alternative distribution
channels such as Bancaassurance. Jubilee life Insurance is proud to be the pioneer of Bancaassurance
in Pakistan.

Jubilee life Insurance is also the pioneer of many credit life insurance schemes prevalent in
Pakistan. Within a decade Jubilee Life Insurance has been able to make over 100,000 individual
customers and over 1,200 corporate customers covering over 1,200,000 lives in total.

Present View
Jubilee life Insurance Company is engaged both in individual life insurance and corporate
insurance business, Individual life insurance business is procured through two channels; that is,
through the company's own enthusiastic Branch Operations and through alternative distribution
channels such as Bancaassurance. Jubilee life Insurance Company is proud to be the pioneer of Banca
assurance in Pakistan. Jubilee life Insurance head office is located in Karachi. Jubilee life Insurance
presence in Pakistan is virtually in every major city with multiple branched at many locations. The
network of branches and sub-offices s located at

Karachi Quetta Multan Azad Kashmir Mardan

Lahore Hyderabad Sialkot Rahim Yar Khan Mirpurkhas
Islamabad Gujrat Sargodha Muzaffarabad Jhelum,
Rawalpindi Gujranwala Larkana Naushahro Feroz Jaccobabad
Peshawar Faisalabad Bahawalpur Tando Adam Badin

Over the last decade Jubilee General has grown at double the industry average growth rate,
increasing its market share by more than 75% and prides itself in its long-standing reinsurance

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relationships with internationally renowned reinsures such as Swiss Re, SCOR Re, Lloyds, Hannover
Re, Asia Capital Re and Korean Re. The company is also supported by internationally acclaimed
reinsurance brokers including AON Group, Willis, Marsh, Lockton, Howden, UIB and Crescent
Global.
Jubilee life Insurance became the first life insurance company in the private sector to be assigned an
Insurer Financial Strength (IFS) Rating of AA+. In 2015 company achieved 3rd FPCCI Achievement
Award by the Federation of Pakistan Chamber of Commerce and Industry (FPCCI) in appreciation of
its outstanding. The gross written premium amounted to PRs. 29,929 million, an increase of 37% over
the previous year (2014: PRs. 21,823 million).

Vision:
To enable people to overcome uncertainty.
Mission:
To provide solutions to protect the future of our customers.
Core Values:
Teamwork
Integrity
Excellence
Passion

Strategic Objective
Jubilee life Insurance is a growth-oriented leading insurance company of Pakistan. Our
strategic objective is to increase our market share without compromising on level of service to our
customers and profitability. We aim to achieve our objective by diversifying our portfolios, relying on
niche areas by developing new products, sustaining profitable growth through employee training and
continuously improving service to our customers.

Company infrastructure
Board of Directors
Kamal A. Chinoy Aly Noor Mahomed John Joseph Metcalf
Chairman Rattansey Director (Non
(Independent Director (Independent Independent
Non-Executive Non-Executive Director) Non-Executive
Director) Director

Ayaz Ahmed Rafiuddin Zakir Javed Ahmed

Director (Non Mahmood Managing Director &

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Independent Director (Non Independent Chief Executive Officer
Non-Executive Non-Executive Director (Executive Director)
Director)

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Management
Javed Ahmed Farhan Akhter Faridi Faiz ul Hassan
Managing Director & Chief Head of Retail Distribution Head of Corporate
Executive Officer Distribution

Faisal Shahzad Abbasi Najam ul Hassan Janjua Lilly R. Dossabhoy

Group Head Customer Company Secretary & Head of Chief Financial Officer
Experience, Marketing & Legal Department
Products

Muhammad Sohail Fakhar Muhammad Kashif Naqvi Zahid Barki

Group Head Corporate Head of Planning & Execution Group Head Technology,
Business & Micro Insurance Projects & Quality

Muhammad Munawar Nadym Chandna Shan Rabbani

Khalil Head of Takaful Head of Actuarial Services &
Head of HR, Learning & Investment
Support

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Market Segmentation
Market segmentation is the process of dividing a broad consumer or business market, normally
consisting of existing and potential customers, into sub-groups of consumers based on some type of
shared characteristics. Jubilee life insurance divides their consumer on following characteristics.

Household sector Salaried class, Self-employed, Retired employees

Industrial sector Public sector and Private sector
Trade sector Small business and Big business
Institutional sector Universities, Colleges, Schools and Institutes
Region wise Ruler Areas of Pakistan
Gender: Men/women,

Target Market
My target audience would be typically males and female from the ages of 26 to 47 which is
salaried class, Self-employed, Retired employees. This is because death age of everyone comes down
and death age of normal person is in 65 to 75 years. And everyone wants to save family future. The
demographics would be towards middle and upper class, because the lower class cannot afford the
value of insurance policy and other than lower class both can easily afford the insurance policy.
Typically, target audience would be Small business and Big business or Public sector and Private
sector or Universities, Colleges, Schools and Institutes.

Most of the private sector offers the insurance policy to our staff for their security and the insurance
company also offers other facilities which facilitate them in every field of life. Most of the universities
did insurance of their staff on the time of joining to provide them better way of living.

Environmental analysis
Political environment
Unfortunately for Pakistan, after the horrifying events of terrorism, the investment climate has
deteriorated, loosing investors' confidence. The political instability changed the business climate in
Pakistan, and gave a major hit to Pakistan economy. Now by the Grace of ALLAH Pakistan in stable
position and market raise people become more safety conscious and wants to get insurance for himself
and other family members Yet, the insurance market grew at a rate of 10%, mainly due to inflation
factor.

Social Environment
Social Security will likely provide additional retirement benefits to retirees beginning, for most
persons, after turning sixty. Firstly, insurance, like banking, promotes savings to individuals. Secondly,
insurance promotes investment. The insurance company can easily invest its funds in industry,
agriculture and commerce. Thirdly, the insured person can get loans against the security of insurance

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policy from insurance company or from banks. Fourthly, insurance as we all know protects against
dangers to life and property. If a person has got his life absence of sufficient financial funds to enable
them to resume operations in the wake of a loss and without insurance, these projects would be
reduced to nothing more than white elephants.

Technological environment
Online facilities improve after the internet and provide easy access to customers but also raise
their expectation level. Customer can easily evaluate between you and your competitors so companies
do serious activities to retain customers. On the other hand, also they provide tremendous advantages
to company help them easily to communicate with customers. Companys target market resides in
rural areas; it was extraordinarily difficult for Jubilee to reach a huge component of their customer
base quickly and efficiently. Generating a policy for a customer was a 2-3-day process, in which
representatives gathered customer information on paper forms on location. This and many others
problems solve with technology advancement.

Economic environment
Life insurance companies not only provide investment expertise to their policy holders but by
pooling resources they help diversify investment risk. Life insurance companies can actually play a
more important role in generating savings as compared to mutual funds. First, life insurance
companies have large trained sales forces that have the ability to reach out to a large number of people.
For example, jubilee life insurance sales force presently numbers more than 2,000 spread across the
country through 200 branches. Secondly unlike other investment avenues, people tend to look at life
insurance contracts as long term savings vehicles life insurance policyholders are therefore serious
savers rather than speculators.

Competitors
State life insurance company Shaheen insurance company Universal insurance

company
IGI insurance limited UBL insurance limited Saudipak insurance company
Excel insurance company Adamjee life Insurance Picic insurance limited

Marketing Mix
Product
Individual Life Insurance
At Jubilee Life Insurance, our mission isnt just to provide you with end-of-life security; its to make
sure you can live your life to the fullest. We know that life is full of uncertainty and full of ups and
downs; a wedding or the birth of a child are both joyous occasions, but they both bring new
responsibilities and, lets face it, new expenses. Thats where we come in. We have plans that will help
you save for your childs education and products that will enable you to give them their dream

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wedding. Our insurance solutions help you safeguard yourself from the financial shocks of inflation
and also ensure that you can look forward to a worry-free post-retirement life. And thats just the
beginning. Jubilee Life Insurance, were not just about life insurance, were about insurance for life.

Child Education Plans Marriage Plans Retirement Plans

Wealth Accumulation Plans Saving & Protection Plans Women Plans
Rural Plans Health Plans

Bancassurance

Jubilee Life Insurance pioneered Bancassurance

in 2003, and since then, we have continuously expanded our network of partner banks. Thanks to our
innovative products and unparalleled levels of customer services. Our trained and certified Insurance
advisors are available at our partner bank branches to provide the highest possible level of support and
guidance. Bancassurance also gives our partner banks an edge over the competition, allowing them to
cater to their customers every financial need.

Standard Chartered Bank United Bank Limited Summit Bank Limited

Habib Bank Limited Bank Alflah Limited Habib Metro Bank
Soneri Bank NIB Bank Limited Askari Bank Limited
MCB Bank Limited Soneri Bank Limited
Faysal Bank Limited Samba Bank Limited

Micro Insurance

Over 30% of Pakistans population lives in poverty, and that number is only likely to go up in the near
future. Let that shocking fact sink in for a moment. Theirs is a life lived on the margins, a life of
uncertainty where the illness of a single family member, or an unforeseen disaster, can push the entire
household into an endless cycle of debt and repayment. Aimed at providing life and health insurance
benefits to the classes who cannot typically afford such facilities, we offer Credit Life and Savings
Completion products including supplementary benefits like Funeral Expense. Best of all, this coverage
can be obtained by making manageable, low premium payments. At Jubilee Life we believe that
poverty must not equal powerlessness, and we have the products to prove it.

Corporate Insurance

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Corporate Life Insurance

Corporate Life Insurance brings with it multiple offerings. Not only is it a legal requirement for
employers, but the premium paid by the company is also deductible from its taxable income.
Corporate rates are more affordable and flexible than individual plans and even help your company
gain a competitive advantage

Corporate Health Insurance

Providing health insurance for employees isnt a luxury anymore, its a prerequisite to attracting and
retaining skilled workers. In fact, most employees say that the most important benefit offered to them
through their job is health insurance. This is because many people simply do not seek out individual
health insurance plans due to various constraints. Most companies however do not have the time or
resources to undertake healthcare management on their own, and thats where we come in. Jubilee Life
will manage all the health care needs of your staff, from a minor hospital checkup up to acute
emergencies.

Price
Market Competition is forcing insurers to adjust rates more frequently to retain existing customers and
attract new ones. Jubilee life insurance becomes more and more of a commodity, insurance companies
are trying to differentiate themselves from their competitors based on customer services, claims
experience, financial strength and price Jubilee life insurance offers multiple packages for different
customers according to their needs. Packages range start from 20,000 PRs to 400,000 PRs.

Place
Jubilee life Insurance Company is engaged both in individual life insurance and corporate insurance
business, Individual life insurance business is procured through two channels; that is, through the
company's own enthusiastic Branch Operations and through alternative distribution channels such as
Bancassurance. Jubilee life Insurance Company is proud to be the pioneer of Bancassurance in
Pakistan. Jubilee life Insurance head office is located in Karachi. Jubilee life Insurance presence in
Pakistan is virtually in every major city with multiple branched at many locations.

Promotion
A new era of growth and with a promise of customer satisfaction and service quality, Jubilee General
is actively participating in the promotional campaigns which surely are a beginning of a promising
future and strong presence in Insurance sector of Pakistan as well as a promise of making a prominent
name on the global front. Jubilee life insurance through Print, Television, Radio as well as outdoor
advertisements connects with customer. Creation & Promotion of monthly Newsletters and Fund
Performance Reports of These are sent to the Investors and Coordination with the relevant
departments. Companys Social Media Marketing Channels on Facebook& Twitter along with their
Advertising and Content Generation.

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Positioning
Jubilee life Insurance business philosophy can be summed up as Customer Protection, Customer
Satisfaction and Customer Trust. This is acquired largely by ability to handle claims effectively. The
customer focus and pro-active management approach in all areas of business. The true test of
soundness of insurance converge is the duration of client relationships. This is proven by the fact that
many clients have been with us for over 40 years. Clients are satisfied knowing that Jubilee Life
Insurance is their best security Jubilee Life Insurance has consistently managed to successively
increase its profitability. Our customers the rate us that we are with a risk carrier and we have been
internationally acclaimed for its strong financial position and is capable to meet its financial
obligations in full, on time and with ease. Our customers can be now more confident that Jubilee Life
Insurance is on a long-term sustainable, secure and exciting growth path led by a team of highly
committed professionals who are passionate about what they do.

SWOT Analysis
Strengths

1) Highest paid-up capital in the insurance industry.

2) Highest ratio of customer loyalty among all life insurance companies.
3) Unique designed plans for each individual customer.
4) Only life insurance Company in Pakistan with complete range of products for corporate
customers.
5) Backing worlds largest insurance companies.
6) Only company providing insurance to banks in Pakistan.
7) High growth rate
8) High profitability and revenue
9) Skilled workforce
10) Strong distribution and sales networks

Weakness

1) Infrastructure in Pakistan.
2) Majority of people are not well aware about Jubilee Life insurance product, so it needs
extensive advertisement
3) Employees discriminate customers on the basis of their status
4) Less Incentives to Lower level employees
5) Unaware population of Pakistan about their security.
6) Future Productivity

Opportunities

1) Political instability
2) Population growth in Pakistan.
3) Awareness of people about insurance benefits.

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 4) New markets
5) Growing demand
6) venture capital
7) Growing economy

Threats

1) Political stability.
2) Presence of competitors like State Life Insurance Company and EFU etc.in the market.
3) Growing competition and lower profitability
4) The decrease in the purchasing power of people in the current economic situation affecting the
business activity speed.
5) Financial capacity
6) Government regulations
7) Increasing rates of interest

Value discipline:
Customer intimacy
Jubilee considers its customers very important and their core insurance business contributes effectively
to the group results and to enhance this Jubilee is making significant investments in new operating
systems and customer service capabilities. Jubilee Insurance is also pleased with an equally impressive
increase in its medical underwriting profits, a result of improved case management and claims service
efficiency. Everyone knows what is meant by the price" of a product. However, while product pricing
is important, it is becoming less differentiated and more transparent in the market, thus making
customer service much more important. At Jubilee, jubilee staff goes out of their way to make
customers feel good about doing business with them. Jubilee ensures that it understands its customers
needs and go out of our way to meet them. The Formation of Customer Services Group has been a
major step the company took that was aimed at addressing the value Jubilee Insurance puts on her
customers. The Customer Service Group department was set up out of existing scenario in which
business functions that relate to sales and marketing, technical underwriting, and policy
administration, and Customer Service were co-mingled. The result of this was that Branch and
Business Development Staff were saddled with managing non-premium producing activities. On a
continuous basis, Jubilee Insurance monitors the turn-around times and makes process improvements
that help our clients have an excellent customer experience in their every visit. Due to the excellent
customer service given to its clientele as well as service providers, the company has seen a renewal
rate of over 90 % for the last three years. It already has a 24-hour customer service call center backed
up by more than 10 qualified personnel among them clinical staff, claims assessors and underwriting
personnel drawn from the various business lines General, Medical, Pensions and Life. The call center
is also backed up by a strong IT system. All customer queries are handled within the set service level
agreements. The line is also used to give counseling and advice to clients. This ensures that insured
members get value for their money and this promotes insurance growth. The effect of this has been the
high client retention levels of over 90% as well as growth that the company has had. In Jubilee

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Insurance, there is a believer in timely resolution of client queries. It has an online monitoring system
that tracks all incidents logged, the time it took to resolve and the general customer satisfaction
pertaining to the service levels received. Jubilee Insurance ensures it achieves and exceeds the set
Turnaround Times in all classes of insurance. Help individuals, businesses, and families select the
most appropriate policies for health, life, and property . Greeting customers, advice customers on
product, Telephone customers for tracking and follow up, providing the best customer service possible
all work done for customer intimacy.

Touch points
Online Portal:

As jubilee life is one of the leading companies in life insurance. Jubilee gives the facilities to its
customer or members to check the online status for their policy and other plans which they have taken.
Online portal is the good way through which you can connect with your customers. By this facility
jubilee mange the time consumption and control the flow of their customer by online portal. The
jubilee customer can check the followings information about your plans, benefits program including
benefit summaries, claim forms, administrative forms, customer service numbers, provider directories
and direct links to the insurance carriers through online.

Call centers:

As like other multinational companies jubilee also provide facility to its customers which are call
centers service that is for customer about any quires. This service is active24-hour for their customer.
The call center service is backed up by more than 10 (qualified personnel among them clinical staff,
claims assessors and underwriting personnel) drawn from the various business lines General, Medical,
Pensions and Life. The call center is also backed up by a strong IT system. All customer queries are
handled within the set service level agreements. The line is also used to give counseling and advice to
their clients.

Website:

Jubilee insurance also gives their customer to connect with them through website by this all the policy
info contact number and other type of information is available on the website through the respected
customer can easily sort out the info which they need from the website. Website play important role in
making company profile the good or impressive updated, website makes customer feel like that the
company is worth off all the information about policies which jubilee offer to their customer and the
complete detail is given at their website.www.jubileelife.com.

SMS:

Jubilee insurance companies provide message service to their customer. All communication mediums
have some costs like service provider costs attached, and contact center costs. But the sending text

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message is cheaper than making outbound calls. Both are effective ways of reaching to their
customers, when you are looking at reducing costs, text messages will save your cost. Jubilee use sms
service to inform their customers if something new about their products and some info they want to
share with their customers they use sms to communicate with them. By this they can keep in touch
with their members. Jubilee Life insurance also sends birthday messages to its customer and wish
them on this occasion. This is the quickest and efficient way to communicate with them. By sms
service they can coordinate with them and inform them about their policy and plans and remainders
about their plans. For the sms service you can contact them with sms at JUBILEE to 8398.

Sale Representative:

There are certain questions from customers that probably come up again and again, so jubilee life
insurance make sure front line customer service representative know the correct answers to those
inquiries. Jubilee life insurance is empowering staff to be able to handle a customer's needs without
referring them to someone else in the company. The quickest interaction with their customer is make
customer happier or stratified. They Engage customers and notifying them of policy changes or
upcoming promotions that may be relevant to them. Jubilee Life insurance treating their customers
more like a partner in their business, rather than someone who must be serviced every time they walk
through your door jubilee life insurance front line representative are the perfect place to begin
educating and updating your customers on information about their company that specifically applies to
them.

Advertising:

Advertising is an audio or visual form of marketing communication that employs an openly sponsored,
nonperson message to promote or sell a product, service or idea.

Advertising is one of the most important tool through which Jubilee can make people aware about
their product and services. Jubilee life is doing advertising by mostly all mediums through which you
can make people aware off. Print, digital, outdoor, radio these are the mediums through which jubilee
is doing advertising in Pakistan.

Components:
CRM Information:
Jubilee insurance company collects the following information from its users or customers:

a) Non-Personal Information Collected

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Our Website is not set up to automatically collect personally identifiable information from each visitor
to our Website. It recognizes the home server of visitors, but not e-mail addresses. For example, we
can tell which Internet Service Provider our visitors use, but not the names, addresses or other
information about our visitors that would allow us to identify the particular visitors to our Web Site.
The technical information we collect is used only for internal purposes by our technical support staff.
Our Website tracks certain information about the visits to our Website. For example, we compile
statistics that show the numbers and frequency of visitors to our Website and its individual pages.
These aggregated statistics are used internally to improve our Web Site and for product development
and marketing purposes generally. Those aggregated statistics may also be provided to advertisers and
other third parties, but again, the statistics contain no personal information and cannot be used to
gather such information.

b) Personal Information Collected

In select areas on our Website, we ask you to provide information that will enable us verify whether
you are entitled to access and use certain information, materials and services available from our Web
Site, to enable us enhance your website visit, to assist you with customer service or technical support
issues, to follow up with you after your visit, or to otherwise support your customer relationship with
Jubilee. Providing such information is completely optional. However, failure to provide it may mean
that you cannot access and use certain information, materials and services.

For example, we request information from you when you:

Log-on to certain areas of our Web Site, where you may be prompted to provide us with your
Jubilee ID number and password as a condition to gaining access to certain information,
materials or services
Subscribe to a product information newsletter, ask to be added to our mailing lists to receive
information about our products or services, register for a seminar or notify us of a change of
address
Participate in a promotional offer
Provide feedback in an online

In each of the instances above, we typically ask for:

Your name Phone number/ Contact information Job title

E-mail address Address information Demographic & geographic information

Other information relevant to customer surveys and/or offers

Product preference information, as well as other similar personal information is needed to register or
subscribe you to services or offers. On occasion, we may ask for additional information to enable us to
provide you with access to and use of certain information, materials and services. In the case of

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product information newsletters or direct or electronic mailing lists, you will be able to "unsubscribe"
to these mailings at any time.

Personal Information

Jubilee uses your personal information only for the purposes stated below.

The personal information you provide to us when using our Website, such as your name, postal or e-
mail address or telephone number will be kept confidential and used to support your customer
relationship with Jubilee, and to notify you of special offers, updated information and new products
and services from Jubilee, or offers from third parties that we think may be of interest to you. Agents
or contractors of Jubilee who are given access to your personal information will be required to keep
the information confidential and not use it for any purpose other than to carry out the services they are
performing for Jubilee.

Jubilee may enhance or merge your personal information collected at its Web Site with data from third
parties for purposes of marketing products or services to you.

Circumstances may arise where we are required to disclose your personal information to third parties
for purposes other than to support your customer relationship with Jubilee, such as in connection with
a corporate divestiture or dissolution where we sell all or a portion of our business or assets (including
our associated customer lists containing your personal information), or if disclosure is permitted or
required by law.

Personal details provided to Jubilee Life Insurance through web site will only be used in accordance
with our privacy policy. By providing your personal details to us you are consenting to its use in
accordance with our privacy policy.

Opting Out or Unsubscribing

We will send you information about our various products and services or other products or services we
feel may be of interest to you. Only Jubilee or agents or contractors working on behalf of Jubilee under
confidentiality agreements will send you these direct or electronic mailings. If you do not wish to
receive such mailings, you can request to be removed from either our direct or electronic mailing lists
at any time by emailing us at enquiry@jubileekenya.com

Jubilee requires the information to understand your needs and provide you with a better service, and in
particular for the following reason:

We may use the information to improve our products and services. We may periodically send
promotional emails about new products, special offers or other information which we think you may
find interesting using the email address which you have provided. From time to time, we may also use
your information to contact you for market research purposes. We may contact you by email, phone,
fax or mail. We may use the information to customize the website according to your interests.

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Our Commitment to Privacy:

Your privacy is important to us. To better protect your privacy, we provide this notice explaining our
online information practices and the choices you can make about the way your information is collected
and used. To make this notice easy to find, we make it available on our home page and at every point
where personally identifiable information may be requested. Before using Website, as well as
periodically from time to time, you should open and carefully review the "Terms of Use" governing
your use of this site because they are binding upon you.

Technology:

Jubilee Life, company headquartered in Karachi, Pakistan. With a desire to serve a market
highly distributed throughout Pakistan, their sales teams were challenged to effectively reach the
customers as their Oracle Forms back-office insurance sales system could not operate on mobile
devices. Jubilee Life employed the AurPlayer solution to mobilize their business processes to a user-
friendly tablet-based application in record time, with no migration or redevelopment required. This is a
classic case of taking back-office data and pulling it forward to the front lines to create corporate
agility, efficiency and increase sales

Jubilee Life employed the Aura Player solution to mobilize their business processes to a user-friendly
tablet-based application in record time, with no migration or redevelopment required. This is a classic
case of taking back-office data and pulling it forward to the front lines to create corporate agility,
efficiency and increase sales.

The Corporate Challenge

Prior to mobilization, as 60% of the companys target market resides in rural areas, it was
extraordinarily difficult for Jubilee to reach a huge component of their customer base quickly and
efficiently. Generating a policy for a customer was a 2-3-day process, in which representatives
gathered customer information on paper forms on location. Another major challenge the company
faced, involved providing service though their channel partners. Jubilee Life depended on these
partners, typically banking institutions, willingness to accept the terminal set up and new hardware
and software necessary to run the Oracle Forms system on premise. To operate the system, they
needed to use a secure enterprise network for remote access to the back-office system since the Oracle
Forms applet based system was not accessible on mobile devices.

The Solution - An Oracle Forms Modernization Project

Jubilee Life found a solution to its business needs in a 2-phase modernization project using Aura
Player and Oracle WebLogic. First, the Oracle Forms system was upgraded from Forms 6ito the applet
based Oracle Web Forms. Then, the system was further modernized to run on mobile devices using
Aura Players solution running on WebLogic 12.1.

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After successfully modernizing their application, Jubilee Life now has a solid, robust, and scalable
mobile application to expand their sales footprint and increase revenue from rural areas and new
banking channels. By using Aura Player, the solution required no migration or redevelopment of the
Forms system and was up and running in record time, saving the company valuable resources,
increasing revenue, and maximizing profit.

Additionally, with this new mobile architecture in place, system performance has improved
dramatically. The process flow is now even faster and smoother on the tablet-based app. The sales reps
in the field, sometimes days away from HQ, can now complete the sales process from input of
customer data, to price quote, to signature in only 9 minutes, rather than 2-3 days.

Jubilee Life now has a single insurance management system with 2 user interfaces. Back office and
mobile version is running with the same core system. This provides a flexible, cost effective on-the-go
solution for sales without compromising the robust back-end. Using Aura Player and Oracle
technology, Jubilee Life protected, extended, and evolved its existing Oracle Forms investment to
meet its growing corporate needs.

Process:
Interview guide sought to establish from the interviewees the actual activities performed by jubilee
insurance that ensures service delivery and customer satisfaction. This was instrumental in establishing
the discrete value activities and whether they collaborate with the previous researches and theoretical
frameworks. When asked about how the whole value creation process starts, one of the interviewees
indicated that it starts with how inputs into the business are sourced and disseminated. It was noted
that in a service industry like insurance, the process of creation and consumption of insurance products
and services is simultaneous. In addition, the dissemination of direct inputs into insurance products
and services is two-fold. First, procurement and management of material inputs that include: insurance
certificates, insurance policy jackets, cover notes, invoicing books among others. These material inputs
are sourced by finance and administration (F & A) department upon request from operations
departments. The F & A department similarly store these materials, manage all inventories and

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disseminates to the operations departments on need basis. Secondly, there is procurement, sourcing
and management of technical inputs that include: collection and dissemination of market intelligence
on market and customer needs, customer feedback management, risk surveying and motor
assessments, seeking actuarial services for data interpretation & pricing purposes and reinsurance
sourcing. These are intangibles and are consumed immediately into the product creation/development
process.

Jubilee senior manager directly involved with procurement collaborated this information; and
indicated that sourcing and management of material inputs into insurance products is essentially a
general procurement function. This process is manual and automated. The intangible services on the
other hand such as risk surveying, seeking of actuarial services for data interpretation & pricing
purposes and reinsurance sourcing are substantially supported by UAP Group resources. A sectional
manager confirmed that UAP SS recently engaged the group actuary in data interpretation of
performance of the medical and motor insurance products for pricing purposes. Similarly, sourcing of
reinsurance is done at the group level where a joint reinsurance programmer is negotiated for all the
six subsidiaries of the group. The distinct activities carried out at the operational level are confirmed to
include development of new insurance products, revamping of existing insurance products,
development of service level agreements (SLA) with service providers, determining levels of risk and
loss retention and documentation processing such as: quotations, medical contracts, member guides,
medical cards, cover summaries, marine protection notes, insurance certificates and insurance policy
contracts.

People:
A healthy employee is a happy employee, and having a happy workforce is crucial to the long-term
success of any company. The main purpose of any company is to make profits, and that can only be
achieved when every employee is giving 100% to his or her job.

Being part of the Jubilee Life family is a unique and rewarding experience, and the promise we make
to each and every one of our employees is that we will treat you the way we expect to be treated by
you with honesty, openness and transparency. You may have heard a lot of companies say that
employees are their greatest assets, but at Jubilee Life we go the extra mile to make sure that members
of the Jubilee Life family know that they are valued.

Our open and inclusive company culture means that, whether youre a top executive or a trainee, your
opinions is welcome and helps shape the companys direction and strategy.

At Jubilee Life, we value teamwork and cooperation and ensure that every individuals contribution
towards the goal is recognized and rewarded. In our daily routines, the core values of cooperation and
respect guides us in our quest for excellence. Here you get the chance to work with people from
different backgrounds and expertise. It doesnt matter if youre a new employee or a department head,
your opinion or ideas are what drive this company

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Providing health insurance for employees isnt a luxury anymore, its a prerequisite to attracting and
retaining skilled workers. In fact, most employees say that the most important benefit offered to them
through their job is health insurance. This is because many people simply do not seek out individual
health insurance plans due to various constraints. Most companies however do not have the time or
resources to undertake healthcare management on their own, and thats where we come in. Jubilee Life
will manage all the health care needs of your staff, from a minor hospital checkup up to acute
emergencies. We will take care of each and every step and ensure that the most effective health
treatments are provided to your staff, saving you from administrative hassles and giving you the peace
of mind only security can bring. Health insurance will also help to reduce your personal health care
expenses as a business owner. Corporate rates are more affordable and flexible than individual plans
and even help your company gain a competitive advantage. Thats because your employees will have
the peace of mind that their financial future is being safeguarded while they are employed by your
company, and that in the unfortunate case of death or disability, their family can avail tax-free claims.
Jubilee Lifes Corporate Life Insurances benefits and unique features make it that much easier for you
to attract and retain the best and brightest talent the job market has to offer. Here is the experience told
by the current and former employees working in jubilee insurance company on different designations.

Here, we provide flexibility for our employees so that they dont have to give up time with their
families in order to get the job done. All work and no play make Jack a dull boy. On the principle that
a happy team is a productive team, we make sure that our employees can look forward to lots of fun
company activities. There are cricket matches for the sports-oriented, movie screenings for all
employees and lots of trips to fun places both within the country and abroad. At Jubilee Life, we
work hard, but we play hard as well!

DONT BE AFRAID OF MOVING FORWARD SLOWLY, BE ONLY AFRAID OF STANDING

STILL

At Jubilee Life, we believe in moving forward. For our employees, every working day is a hands-on
training session. Even if you have previously had little or no experience in the Insurance industry, on
the job mentoring and training will bring you up to speed. For more experienced employees, Jubilee
Life regularly holds feedback and training sessions along with trips to foreign seminars and
workshops. We invest in our employees with the belief that an empowered employee is the driving
force of any company.

The most challenging department in Jubilee Life is also the most rewarding, and thats the Sales
department. Considered the lifeblood of the company, Sales is hard work which requires you to spend
a lot of time in the field, meeting goals and clients needs. But the rewards and benefits this job brings
to the dedicated worker are also unparalleled. When our sales team achieves, or exceeds their targets,
they not only get cash rewards, but also expensive gifts like TVs, cutting-edge cell phones, gadgets,
top of the line Heavy Bikes and even Cars. Pleasure trips to stunning foreign locales like Turkey, the
US, Bangkok and many other places are also gifted to our hard-working staffers. And thats just what

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you can achieve our employees also get Life Assurance and Health insurance as part of their basic
packages, while those on the higher managerial rungs get a company car and fuel allowance as well.

Customer analysis and behavior prediction

Insurance is a complex product where personalized service-achieved through an intimate knowledge
of customers and their histories with an insurance company is critical to making sales. As insurance
options broaden and products grow more complex, customers seek superior, personalized service more
than ever companies need to ensure that they "know their customers. The situation grows even more
urgent when one considers the bad economy that hurts investment income as well as the extremely
narrow window of time where in an insurance call center representative, agent or broker holds a
customer's attention and a valuable opportunity to cross sell or up sell. It is at this precise moment that
these individuals have the chance to maximize these fleeting sales opportunities maintain competitive
edge and viability, insurance company is focusing intently on delivering superior customer service.

Insurance companies understand the virtues of a single, complete, real-time enterprise view of
individual customers, and they have made great progress towards providing this view at customer
touch-points throughout the enterprise. But it's critical to note that this view should not be regarded as
an end in and of itself rather, it is a rich foundation to be used as a basis for a deeper, more advanced
level of customer understanding. Without customer analysis and behavior prediction, that call center
service representatives, agents and brokers find themselves helpless in every day.

This advanced level of understanding is needed to help insurance companies predict customer
behavior and align marketing, cross-selling and up-selling efforts accordingly. By making customer
analysis and behavior prediction data immediately accessible at the desktop, sales efforts are optimized
and customer loyalty is strengthened, as individual customers feel that their needs are understood and
met in a way that is fast and convenient

Objectives

These tools have been shown to help companies attain these objectives:

Higher sales productivity

Added cross-selling and up-selling opportunities
Improved service, loyalty, and retention
Increased call center efficiency
Higher close rates
Better profiling and targeting
Reduced expenses
Increased market share

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 Higher overall profitability

Develop Strategy

Customer relationship management strategy addresses three important steps

Profiling
Modeling
Scoring

Profiling: In Profiling Jubilee Life Insurance Company first build a profile of information about
customers who have previously exhibited a targeted behavior. Profiling requires rich customer data,
including enterprise-wide transactional and behavioral data such as call center and account holdings
information. Other data sources include key performance indicators. The goal is to determine
characteristics to look for in future buyers.

Modeling: By using data mining on the profile information, analytics can uncover the most
relevant characteristics of the customer segment being analyzed. Such characteristics comprise the
model of customers most likely to purchase in the future.

Scoring: Jubilee Life Insurance Company use predictive analytics to score existing customers by
comparing them to the model. Those most closely matching the characteristics included in the model
are most likely to exhibit the targeted behavior.

Once customers are scored and the analysis pinpoints customers most strongly correlating with the
model, an insurance company can address those customers, especially the top prospects. Customers
scoring a nine or above might receive a special promotions and discounts. Customer scoreless gets
discount according to their group in which they placed.

Benefits

Customer analysis and behavior prediction can also be used to identify life events and extended
relationships, which can be highly useful in improving profitability from individual customers.

As with many industries, the more products you can sell to a given customer, the less apt
he/she is to migrate to another provider this factors contribute to improved profitability.

The company at hand must offer the same level of superior service that its customers have
come to expect while minimizing operational costs.

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 Call center representatives, agents and brokers need real-time access to this business
intelligence, so they will know where to concentrate their efforts in the limited amount of time
they have the customer's attention.

CRM Projects

Give occasional free gifts:

One of the good ways to make your customer happy or feel them like that their company cares
about their customers. By these small activities you can realize that customer is the most important
towards organization. Jubilee life also sends free gifts to their customers on special occasions on these
occasions they can send free gifts to their address. Recently Jubilee life insurance give LEDs to their
best customers after lucky draw. Also send gifts on New Year and other festivals.

Give occasion free lunches/coffee/drinks:

As jubilee life cares about their customers. Jubilee life provides facility to its customers that
they can facilitate them by on some occasional basis. Jubilee life on occasion provides its customers
some sort of free lunches and little bit free incentives and all that to make them happy. One main
reason is that on occasions most of the people want out for hang out with family at that point jubilee
life provides free lunches for them. So at that point company cares about those by this customer feels
that they care about them.

Keep in contact via email:

When you need to get an important message to a client or business associate that is located
thousands of miles away, one of the fastest ways to do it is by email. The advantage email has over the
telephone in communication speed is that you can send attachments with an email that contain
important documents or even a presentation to clarify your message.

Jubilee life also coordinate with its customers through email this one of the quickest and
efficient way to tell your customers about something new plans, policies and all that. On occasions
jubilee send emails to its customer to wish them. Through email you can send them the new
information and promotions about the products and all that.

Keep in contact via personal phones calls:

A phone call is the best way to get a personal response. If the person you called is available,
you can take care of business on the spot. With other forms of communication, such as texting or
email, you leave a message and hope for a quick response. Phone calls have a vocal backup in the
form of voice mail.

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 Jubilee life also provides phone call facility to their customer trough this facility they can
communicate with jubilee in case of any quires you can call them. Secondly if jubilee want to know
something about the specific customer then jubilee life can easily call to those customers want any
information is needed from the customer or to inform him about the new thing regarding his product.
Contact via phone calls in easy and proper way in which you almost directly communicate with the
customers.

Provide regular discounts:

Jubilee life cares about their customers jubilee life is also providing facility for its customers.
They can avail discounts on the jubilee products. Jubilee life makes its customers feel comfortable that
they can avail discount on specific items. Get Discounts on different insurance packages and policies.

Send a newsletter:

Jubilee life is also sending newsletter facility for its customers. Jubilee also send the newsletter
to its customer on quarterly basis in which the jubilee life tells about some news their installment plane
remaining balance and some other things which company want to inform them through newsletter
services. In newsletter any sort of information should be send to the customers.

Invite to special events at the hotels:

Jubilee Life Insurance Company Limited hosted an entertaining gala to celebrate a successful
year at the Mohatta Palace Museum in Karachi. The event was attended by industry stalwarts,
corporate clients and senior executives of partner banks. The chief guest at this occasion was Mr.
Mohammad Asif Arif, Commissioner Insurance at the Securities and Exchange Commission of
Pakistan (SECP). The celebration was held to appreciate the outstanding performance of all partners
and to thank them for their significant contribution to the success of Jubilee Lifes business.

Loyalty Program:

Jubilee Life, through this initiative, will be offering its premium customers, exclusively brand
Loyalty Cards which will enable them to enjoy exclusive discounts and benefits at brand merchants,
restaurants, airports, and hospitals and customized insurance related services

Saffron card is given by jubilee life to its valued customers, on this card they can get discount
in the item which they are buying from the retail outlet. These saffron cards are given to customers and
they can avail discounts.

Reward programs

Reward Program Rewards

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 Up to 30% off on consultants

Health Rewards Program Included membership discounts on

Various gym and training centers

25 % off initial policy payment
Family Discount
Shopping and Dining rewards
Total benefit is automatically increased by 5% at no
Loyalty Bonus
extra cost
Multiple Policy Discounts Discounts on premiums can range from 5-25%

Free Gifts
Individual Discount
Discount on movie tickets, flights, clothing

Management fee Discount Free account handling

(1) Healthy Rewards Program. Stay in good shape to pay less for life insurance, both overall and
with additional rewards will recognize healthy eating, regular exercise and lifestyle as a good
way of reducing the chance of illness. Jubilee life insurance recognizes that when you take care
of your health you are less likely to make claims on preventable diseases and you can thereby
enjoy additional rewards. In the case you can enjoy membership discounts on various gym and
training centers. And also get up to 30% on consultant fee.

(2) Family Discount. There are family discounts to enjoy when members of the same family take
out insurance policies. This includes spouses, siblings, parents, children, adoptees and any
other member of your immediate family. This bonus takes the form of a premium discount and
is usually available to almost all immediate family members with bigger discounts for more
people with the same insurer. If youre looking for a life insurance family discount, ask your
parents, siblings or children who theyre with and see if it might also be right for you.

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 (3) Loyalty bonuses: Loyalty bonus rewards are a popular reward for customers. These bonuses
are offered to policyholders cover a certain period of time, usually around 5 continuous years
or more. And also offer those who convince someone to take insurance from Jubilee life
insurance. This bonus can reward you for brand loyalty by increasing payable life insurance
cover at no additional premium.

(4) Multiple Policy Discounts: Discounts on premiums can range from 5-25%. You are usually
eligible for this if you have more than one insurance policy with the same brand, such as both
home insurance and life insurance or two separate car insurance policies. This discount might
apply to or all of them.

(5) Individual Discount: This offers member a wide range of health assessment options to give
you a better understanding on how to improve your health, and some extra rewards alongside.
You dont even have to go out of your way to earn rewards. Simple things you are probably
doing anyway, like getting vaccinations, going to the gym, having cancer screenings and doctor
checkups will earn you points. Its guidance program, meanwhile, helps you improve your
health with a host of online tools to make healthy eating, regular workouts and keeping track of
progress easier and more enjoyable than it might otherwise be. These can be exchanged for free
or discounted movie tickets, flights, clothing, electronics, spa treatments, sporting goods and
more.

(6) Management fee Discount: Jubilee life insurance also offers to waive your management fees.
If you apply for multiple policies at the same time, then most providers would charge a
separate fee for each. Jubilee Life Insurance only charge one. This isnt just for applications,
but also ongoing fees such as a monthly account management.

Conclusion
At present there is no such organization in the world that is free from problems and challenges. Every
concern has to strive and struggle a lot to be more profitable and to get a more competitive
edge. Improvement and advancement is crucial with every step and with every minute
passing. Especially insurance sector internationally and in Pakistan is facing huge challenges
and simultaneously getting huge opportunities to avail. The competition is great in this regard. Only

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those insurance companies will have succeeded which will strive for best. But JLI Limited is making
as much struggle and effort to be profitable

Its relative ranking in the world in its country of origin and in Pakistan reveals the facts that where it
is standing. It is facing a lot of problems. Some problems are due to changing political and economic
structure but many problems are due to negligence and inefficiency of management. Some of these
problems are very minor but these are the areas which make a difference in this competitive
scenario. All these problems have been pointed out later accompanied by related suggestions. All these
matters should be seriously taken care off. So company needs to increase customer satisfaction which
leads towards customer loyalty. Now this id time to manage properly customer relationship with
employee and company its policies, financial position and all other areas of Jubilee life insurance will
improve and in future, the picture will be quite different

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