Our stakeholders, from customers and employees to communities and regulators, play a central role in helping us realise this vision. Our approach remains rooted in empathy, accountability and long-term impact, ensuring we grow together with those we serve.

Capitals

Financial Capital

Intellectual Capital

Social & Relationship Capital

Service Capital

Human Capital

Natural Capital

Material Topics

• M1 - Customer service and satisfaction
• M2 - Governance, transparency and ethical business practices
• M3 - Purposeful products and services driving financial inclusion
• M4 - Data privacy and information security
• M5 - Risk management and business continuity

• M6 - Employee and supplier centricity
• M7 - Human rights
• M8 - Responsible investment
• M9 - Environmental impact and climate change
• M10 - CSR and community development

Stakeholder Group

Customers

Key Priorities

• Affordable and innovative protection solutions
• Simplified claim processes
• Seamless digital experiences
• Customer-first servicing

How We Engage

• Dedicated Relationship Managers
• 360° digital engagement (SMS, app, website, calls, social media)
• Smart Care App
• On-ground service support
• 24x7 Customer Support
• Customer Feedback and Surveys

Value Delivered

• Sold over 22 lakh new policies
• NPS score: 82
• Improved claim settlement ratio
• Omnichannel servicing model

Material Topics

M1, M2, M3, M4, M5

Capitals

Risk

• Product Risk
• New Business Risk
• People & Culture Risk
• Data Privacy Risk
• Fraud Risk

Employees

Key Priorities

• Career development
• Safe and inclusive workplace
• Rewards and recognition
• Work-life balance

How We Engage

• Feedback and Pulse Surveys
• Learning programmes and town halls
• Intranet and internal newsletters
• Employee helpline and forums
• Employee engagement event - SANGAM

Value Delivered

• Paid employee benefits of ₹ 2,729 crore
• Invested ₹ 36 crore in employee training
• HRMS tool for seamless employee journey

Material Topics

M1, M2, M6, M7

Capitals

Risk

• Distribution Risk
• People & Culture Risk
• Fraud Risk

Business Partners

Key Priorities

• Long-term partnerships
• Timely servicing and query resolution
• Distributor onboarding support
• Expanding distribution and reach

How We Engage

• Conferences and digital training
• 1:1 calls and webinars
• Partner portal and dashboards such as Smart Advisor, Agency Online, Banca Online
• Social media collaboration

Value Delivered

• Paid commissions worth ₹ 3,739 crore
• Seamless tech-enabled onboarding
• Distributor-friendly content and sales tools

Material Topics

M1, M2, M3

Capitals

Risk

• Distribution Risk
• Product Risk
• New Business Risk
• Fraud Risk

Shareholders

Key Priorities

• Clear communication of material facts
• Transparency in governance
• Long-term value creation

How We Engage

• Timely Financial disclosures in compliance with SEBI, IRDAI regulations
• Shareholder Communication such as Press Releases, Earnings Presentations, Conference Call Transcripts, Investor meets and Analyst calls

Value Delivered

• Paid consistent dividend of ₹ 271 crore
• Maintained strong market reputation
• Trusted by global investors

Material Topics

M2, M4, M5, M10

Capitals

Risk

• New Business Risk
• Fraud Risk

Regulators

Key Priorities

• Regulatory compliance
• Operational transparency
• Timely reporting

How We Engage

• Active participation in IRDAI forums for consultation papers, new product filings and approvals
• Regulatory workshops
• Ongoing correspondence and audits

Value Delivered

• Ensuring regulatory compliance
• Timely tax/reporting submissions
• Played a key role in insurance awareness
• Maintained Solvency Ratio of 1.96 well above the regulatory minimum of 1.5

Material Topics

M1, M2, M3, M4, M5

Capitals

Risk

• New Business Risk
• Fraud Risk

Suppliers

Key Priorities

• Timely payments
• Transparent contracts
• Fair evaluation of vendors

How We Engage

• Written communication and emails
• Performance assessments
• Periodic reviews

Value Delivered

• Timely payouts
• Defined Service-Level Agreements (SLAs)
• Strengthened vendor relationships
• Reduced procurement turnaround time

Material Topics

M2, M4, M5, M6, M7

Capitals

Risk

• Data Privacy Risk
• Fraud Risk

Communities

Key Priorities

• Inclusive development
• Financial literacy
• Social equity and inclusion
• Healthcare and well-being
• Education and Skill Development
• Livelihood Enhancement

How We Engage

• CSR programmes
• NGO partnerships
• On-ground volunteering
• Public engagement campaigns

Value Delivered

• Contributed ₹ 19.9 crore to CSR activities
• Insurance awareness and inclusion
• Enhanced outreach in underserved areas

Material Topics

M8, M9, M10

Capitals

Risk

• People & Culture Risk