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Customer 360

Per-channel intelligence — health, collections, whitespace and the next move for distribution, persistency and collections.

SBI Life Insurance Company Limited · FY26 (Mar'26, audited anchor)

India's #1 private life insurer by Individual NBP (25.5% private share) & IRP (22.9%)

29,344 employees · 1230+ own offices · 9 bancassurance partners

▲ Executive read· the answer, then the moves

₹22,800 Cr of cross-sell whitespace sits across 6 channels on ₹1,01,290 Cr of GWP, while 0 channels (₹0 Cr) are flagged high-lapse. Defend the at-risk book first, then cross-sell into the channels where the book grows fastest.

4 of 4 headline metrics improving vs prior · still off target: 13-Month Persistency 87.9% vs 90.0%, Renewal Premium ₹58,740 Cr vs ₹68,000 Cr, Profit After Tax (PAT) ₹2,470 Cr vs ₹3,200 Cr

Do now — ranked by urgency

1
₹2100 Cr of renewal premium at risk — Q4 FY26Act now
Why it matters
Each lapsed policy is renewal premium and embedded value that won't recur — persistency is the quality gauge.
What's driving it
renewal window Q4 FY26
Signal: Renewal-book risk
FYI
Of ₹16000 Cr of premium up for renewal in Q4 FY26, ₹2100 Cr is at risk of lapse / non-renewal.
Owner: Head — Persistency & Renewals
Act →▤ open the at-risk renewals
2
eShield Next (Protection) — early-year lapse elevatedWatch
Why it matters
Early lapse drags renewal premium & embedded value — quality-of-sale and targeted win-back are the levers.
What's driving it
persistency 82% (below the 85% watch line)
Signal: Persistency
FYI
Persistency 84→79→82%; first-year lapse 16%. Protection — higher early lapse; margin-rich, small premium.
Owner: Head — Persistency & Renewals
Act →▤ open high-lapse-risk policies
3
Smart Elite (ULIP) — early-year lapse elevatedWatch
Why it matters
Early lapse drags renewal premium & embedded value — quality-of-sale and targeted win-back are the levers.
What's driving it
persistency 84% (below the 85% watch line)
Signal: Persistency
FYI
Persistency 87→80→84%; first-year lapse 13%. Premium / online ULIP; younger cohort, improving.
Owner: Head — Persistency & Renewals
Act →▤ open high-lapse-risk policies
4
₹1700 Cr of renewal premium at risk — Q3 FY26Watch
Why it matters
Each lapsed policy is renewal premium and embedded value that won't recur — persistency is the quality gauge.
What's driving it
renewal window Q3 FY26
Signal: Renewal-book risk
FYI
Of ₹14000 Cr of premium up for renewal in Q3 FY26, ₹1700 Cr is at risk of lapse / non-renewal.
Owner: Head — Persistency & Renewals
Act →▤ open the at-risk renewals

📈 Distribution reach (banca & agency)Step 2 of 6 · channels & customer segments, cross-sell◀ New Business & APE 360 Proposal & Underwriting 360 ▶All journeys

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↗ Where this connects — act / drill across

🧩Channel Master· the golden record & terms 🔁Persistency & Renewals 360· programs & renewals 🧾Proposal & Underwriting 360· quote the cross-sell 💵Cash 360· the channel's collection days & premium

● LiveBuilt forDistribution · Sales· where to cross-sell nextPersistency / Renewals· renewal & win-back playsCollections · Treasury· who to chase or hold

Pick a channel for a one-page profile that turns the data into a move — a cross-sell play for distribution, a renewal & win-back plan for persistency, and a collect-or-hold call for treasury — each benchmarked against the portfolio.

Data backing: customer · opportunity · signal · kpi (persistency/collection/margin peer benchmarks)

Select an account

SBI Bancassurance (parent 22,000 branches)

Cross-sell now

Global account · Bancassurance

Customer health

churnLow

Financials

GWP

₹52,000 Cr

Renewal premium

₹31,000 Cr

60% renewal mix

New business (NBP)

₹22,000 Cr

Margin

30%

-1.3 vs peer

13M persistency

89%

+4 vs peer

Whitespace

₹9,000 Cr

cross-sell

Collections & persistency

Collection days

12d

-1 vs peer

Premium overdue

₹0 Cr

modeled >grace

Lapse risk

Low

Signals & pipeline

No external signal on file.

Open: Annuity & pension build-out (Retire Smart) — ₹2,000 Cr · Develop @ 58% · signal-driven

Next best action · by stakeholder

Distribution / Sales

Grow ₹9,000 Cr of untapped premium in the Bancassurance channel — already 60% renewal-premium mix; push the under-penetrated products (protection, annuity, non-par savings).

Persistency / Renewals

Best-in-class persistency (13M 89%, +4 vs peer). Lock the renewal book and deepen the partnership.

Collections / Treasury

Premium collection healthy (12d, within peer). No action.

Exhibit 1

All channels · one decision each

6 distribution channels · ₹1,01,290 Cr GWP · ₹22,800 Cr of cross-sell whitespace · 0 at lapse risk.

Channel	Channel type	GWP	Renewal premium	13M persistency	Collection	Whitespace	Health	Verdict
SBI Bancassurance (parent 22,000 branches)	Bancassurance	₹52,000 Cr	₹31,000 Cr	89%	12d	₹9,000 Cr	95	Cross-sell
Agency (2.82 lakh agents)	Agency	₹29,000 Cr	₹17,500 Cr	88%	14d	₹6,000 Cr	90	Cross-sell
Bancassurance partners (9 banks)	Bancassurance	₹9,000 Cr	₹5,000 Cr	86%	13d	₹2,600 Cr	84	Grow
Brokers & Corporate Agents	Brokers & Corp Agents	₹5,000 Cr	₹2,540 Cr	85%	15d	₹1,800 Cr	80	Grow
Direct / Online	Direct & Digital	₹4,290 Cr	₹2,100 Cr	84%	8d	₹2,200 Cr	82	Maintain
CSC & Micro-insurance	CSC & Micro	₹2,000 Cr	₹600 Cr	80%	16d	₹1,200 Cr	76	Maintain