41 | Annual Report | 2025-2026 b) Health Insurance: Under Health Insurance options, Arohan’s borrowers and co-borrowers are offered Hospicash Policy. Customers opting for Hospicash policy are entitled to receive a daily cash benefit, in the form of compensation against wage loss for each completed period of 24 hours of hospitalisation at any registered hospital due to sickness. The daily benefit for ICU hospitalisation is double that for the non-ICU hospitalisation. Additionally, it includes personal accident coverage for death and for permanent total or partial disablement, along with a critical illness benefit covering nine specified illnesses (with 90 days waiting period). The policy also offers a convalescence benefit for a continuous stay of 10 days or more and a 24x7 tele-medicine coverage for upto 6 members of customer, coverage for pre-existing diseases, and no waiting period for maternity benefit expense cover. c) General Insurance: Under General Insurance options, Arohan customers are offered Shopkeeper Insurance. This Insurance is offered only to existing Arohan customers who have availed of a MicroEnterprise Loan. This Insurance product aims to protect their business premises and assets against unforeseen risks. The policy has a tenure of one year and is available in multiple variants with different coverage limits and premiums. The product provides insurance coverage for stock, business contents, burglary, and terrorism-related losses. The policy protects shopkeepers against a wide range of risks including fire, explosion, lightning, natural disasters such as earthquake, flood, cyclone and landslide, impact damage, riots and malicious damage, bursting of water tanks or pipes, sprinkler leakage, theft following insured events, and burglary. 2. Non-Financial Products We offer a range of utility products to our customers at affordable costs. These products can also be financed by us through secondary loans for eligible customers. Current products available under non-financial products include but are not limited to inverter bulbs, home and kitchen appliances, and consumer durables, made available in association with various third parties. Our cross-sell business model aims to enhance customer touchpoints while improving their standard of living. This model allows us to diversify operational risks and create new revenue streams, contributing to our sustainability and growth. By utilizing the ‘ApnaBazaar’ platform, we integrate cross-selling into our customer interactions. Through scheduled meetings with customer service representatives, we present innovative products to both new and existing customers. Over time, we have established multiple connections with customers and their families to meet their evolving needs for financial inclusion and non-financial products. 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 and reliable consumer durables, 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 thirdparty vendors. These models are designed to adapt to the unique needs of different customer segments and geographies: a) Stockist Model: In this model, Arohan can refer cash-paying customers directly to our partners for seamless fulfilment. 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 and for converting the interest to sale. b) Last-Mile Delivery Model: Arohan has partnered with some Last Mile Delivery companies who facilitate doorstep delivery of products, from several reputable brands to our customers’ home. Under this arrangement, Arohan provides financing options for credit-based purchases of Large consumer durables and small appliances. The aim is to ensure convenience and ease of access for the customer. Enhancing Customer Value through Secondary Products In FY 2026, Arohan enhanced its product and process ecosystem with a strong focus on compliance, customer choice, operational efficiency, and responsible growth Key insurance process improvements included strengthened claim management, streamlined policy surrender procedures, enhanced monitoring of Hospicash claims, and the introduction of comprehensive Insurance SOPs and a revised Grievance Escalation Matrix. Arohan further strengthened its ‘ApnaBazaar’ platform by making insurance enrolment fully voluntary with mandatory customer consent, offering customers greater flexibility in choosing insurers and coverage options, and enabling seamless enrolment across multiple insurance products. Several customer-centric process enhancements were also introduced, including eKYC-based validations, vernacular-language loan documentation, interest capture for selected utility products, and region-specific product offerings. To reinforce responsible lending, safeguards such as geo-tagging, timestamped image capture, mandatory acknowledgement receipts, and stricter controls on borrower data modifications were implemented. On the product front, Arohan expanded its protection offerings with the launch of a new Life Insurance product, a refreshed Shopkeeper Insurance plan for Micro Enterprise Loan customers, and new Hospicash variants tailored to diverse customer needs.
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