43 | Annual Report | 2024-2025 members of customer and in the event of accidental death or permanent disability due to personal accident, the customer’s nominee receives an additional amount. For some variants, in the event of diagnosis of critical illness, the person receives an additional amount. Mediclaim Policy (Suraksha Kavach): Customers opting for Mediclaim Insurance product are on-boarded to a family floater policy for hospitalisation related costs, with a fixed coverage. Additionally, there is a daily wage compensation benefit (Hospicash rider) and Personal Accident cover for Borrower and Co-Borrower. • Utility Products and Services - Arohan’s commitment to customer empowerment extends well beyond traditional financial solutions. Through its Utility Products and Services vertical, Arohan enables customers to fulfill their aspirational needs by providing access to a curated range of branded goods and services—available through both upfront cash payments and flexible financing options. These offerings are thoughtfully selected to enhance the quality of life and livelihood of customers and their families. From essential home and kitchen appliances to cutting-edge electronics, reliable consumer durables, and even bicycles, each product is chosen for its ability to deliver tangible value and convenience in everyday life. To ensure efficient delivery and a seamless customer experience, Arohan has developed multiple sourcing and distribution models in collaboration with third-party vendors. These models are designed to adapt to the unique needs of different customer segments and geographies: □ Stockist Model: In this model, a designated agent from the business partner (the “Stockist”) is responsible for handing over the product directly to the customer at the point of demand generation. □ Last-Mile Delivery Model: Large consumer durables and small appliances are delivered directly to the customer’s doorstep at no additional cost, ensuring convenience and ease of access. Strategic Outlook In recent years, Arohan has made significant strides in enhancing the functionality and reach of its ApnaBazaar platform—positioning it as a cornerstone of its customer engagement and cross-sell strategy. Key advancements in FY 2025 included - allowing the Branch head to enable the loan officer to re-source an order in case of errors, limiting the ability to death-tag to only Customers with Credit Linked Insurance policy, digitalising the Life Insurance Claim Process and enabling a smoother Surrendering process for Life Insurance – all leading to an improved platform usage experience for the employee and the customer. In order to further streamline operations in FY 2025, we revised the Insurance sourcing process, developed the process of Acknowledgment of Claim document submission at Branch and finetuned the Stockist Delivery Model, leading to enhanced consistency, efficiency, and the overall improved user experience for both customers and employees. Driven by a customer-first approach, Arohan introduced several innovative products and product variations in FY 2025. These include revision of the Hospicash offering to include Telemedicine as a rider and re-introduction of utility products in Zone 6 under the Last Mile Delivery Model, this time via Gajam India. Geographical expansion has also played a pivotal role in Arohan’s growth strategy. With its entry into South Indian states like Karnataka and Tamil Nadu, and Gujarat in the West, the company extended its insurance offerings in the South and introduced both eBazaar and insurance products in Gujarat - broadening access and choice for customers in these new regions. Arohan has also implemented critical process enhancements to reinforce responsible selling and improve customer experience. Insurance and other cash products are now sourced only post-loan disbursement, while financing for any utility product is initiated only after the first EMI is paid—discouraging forced selling and promoting sustainable customer engagement. Additionally, ongoing improvements in service delivery, grievance handling, claim settlement support, and customer interaction continue to drive higher satisfaction and retention rates.
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