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MEETING MINUTES
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Organization  : Crestfield Insurance Group
Meeting Title : Q4 Digital Transformation Steering Committee — Monthly Review
Date          : November 7, 2024
Time          : 10:00 AM – 12:15 PM IST
Venue         : Board Room 2A, Head Office, Mumbai | + Video Conference
Minute-taker  : Priya Anand, Project Management Office
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ATTENDEES (IN PERSON)
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1. Rajesh Kumar Nair       — Chief Digital Officer (Chair)
2. Anita Sharma            — VP, IT Infrastructure
3. Deepak Menon            — VP, Customer Experience
4. Kavitha Sundaram        — Head, Data & Analytics
5. Rohan Pillai            — Head, Compliance & Risk
6. Meghna Tewari           — Head, Human Resources
7. Sudarshan Rao           — Project Lead, Digital Core Program
8. Priya Anand             — PMO (Minutes)

ATTENDEES (VIDEO CONFERENCE)
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9.  Arun Krishnamurthy     — Regional Head, South India Operations
10. Farida Khan            — Head, Actuary & Underwriting Analytics
11. Nilesh Joshi           — CTO, TechEdge Consulting (Vendor)

ABSENT / APOLOGIES
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- Girish Patel (CFO) — travel. Represented by Meena Handa (Finance).
  Note: Meena Handa joined via VC at 11:00 AM for Agenda Item 4.

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AGENDA
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1. Approval of Previous Meeting Minutes (Oct 3, 2024)
2. Program Status Update — Digital Core Program
3. CRM Platform Migration — Phase 2 Update
4. Budget Review: Q4 Actuals vs. Plan
5. Data Privacy Compliance Update (DPDP Act 2023)
6. Change Management & Training Rollout
7. Risk Log Review
8. Any Other Business (AOB)
9. Next Steps and Close

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PROCEEDINGS
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ITEM 1: APPROVAL OF PREVIOUS MEETING MINUTES

The minutes of the meeting held on October 3, 2024 were circulated prior
to this meeting. Deepak Menon noted a correction: in Item 3, the go-live
date for the self-service portal was stated as "November 30" but should
read "December 15." The correction was accepted. Minutes were approved
with this amendment.

  ACTION: Priya Anand to recirculate corrected minutes by EOD Nov 8.

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ITEM 2: PROGRAM STATUS UPDATE — DIGITAL CORE PROGRAM

Sudarshan Rao presented the overall program dashboard.

Summary:
  - 7 of 12 workstreams are on track (GREEN)
  - 3 workstreams are at risk (AMBER): Policy Admin System migration,
    Agent Portal enhancements, and Legacy Data Archival
  - 2 workstreams are behind schedule (RED): Mobile App v2.0 and the
    Document Management System (DMS) integration

Policy Admin System (PAS) Migration [AMBER]:
  The migration of 1.2 million legacy policies from the old ACES platform
  to InsureCore is running approximately 3 weeks behind due to data quality
  issues discovered during the parallel-run phase. Out of 47 data fields
  mapped, 6 still have reconciliation gaps exceeding the 0.1% error threshold.

  Nilesh Joshi (TechEdge) confirmed that his team has added 4 additional
  data engineers to the reconciliation effort. He committed to clearing
  the backlog by November 22, 2024.

  Rajesh Kumar Nair emphasized that the parallel run must not be closed
  until reconciliation error rate is below 0.05% on all fields.

  ACTION [P1]: TechEdge / Sudarshan Rao — Submit daily reconciliation
  status reports to PMO from Nov 8 onward. Due: Daily, starting Nov 8.

Mobile App v2.0 [RED]:
  The iOS build has been delayed due to Apple's App Store review rejection
  (two cycles). Rejection reasons: privacy manifest incomplete and a
  third-party SDK flagged for deprecated API usage.

  Anita Sharma confirmed that the development team has resolved the privacy
  manifest issue and replaced the deprecated SDK. The resubmission was
  made on November 5. Expected review turnaround: 5–7 business days.

  If the app is approved by November 15, the release can proceed on
  November 22 as planned. If not, launch will slip to December 10.

  ACTION [P1]: Anita Sharma — Monitor App Store status daily and flag
  immediately if another rejection occurs. Escalation path: CDO.

DMS Integration [RED]:
  The Document Management System integration with the claims workflow has
  hit a blocker: the on-premise DMS (OpenText v16.2) is not compatible
  with the new claims API's OAuth 2.0 token format. OpenText support has
  confirmed a patch is available but requires a version upgrade to v16.4.

  The upgrade has a testing window requirement of 3 weeks minimum.
  Options discussed:
    (a) Expedite upgrade — go-live pushed to Jan 15, 2025
    (b) Build a token-translation middleware layer (4-week effort)
    (c) Phase the integration — basic document upload in scope by Dec,
        advanced workflow features in Q1 2025

  Decision: Option (c) was agreed upon as the pragmatic path. The phased
  approach will be reflected in the program plan by next steering.

  ACTION: Sudarshan Rao — Update program plan with phased DMS scope
  and circulate revised plan by Nov 14.

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ITEM 3: CRM PLATFORM MIGRATION — PHASE 2 UPDATE

Deepak Menon presented the CRM (Salesforce) Phase 2 update.

Phase 1 (Sales Cloud) is live for all 1,400+ field agents across
17 regional offices. Adoption rate is at 84%, slightly below the 90%
target. Deepak attributed this to resistance from senior agents (15+
years experience) in Tier-2 cities who prefer existing Excel-based
processes.

Phase 2 scope: Service Cloud implementation for the claims and
customer service teams (approx. 600 users), targeting go-live on
January 31, 2025.

Key milestones for Phase 2:
  - Business Requirements Sign-off         : Completed Oct 25, 2024
  - Configuration Sprint 1 (5 weeks)       : Nov 1 – Dec 6, 2024
  - User Acceptance Testing (UAT)          : Dec 9 – Dec 23, 2024
  - Training (claims team)                 : Jan 6 – Jan 17, 2025
  - Go-live                                : Jan 31, 2025

Farida Khan raised a concern that the Underwriting Analytics team's
custom loss ratio dashboards in the old CRM have not been replicated
in Salesforce yet. TechEdge confirmed this is in scope under the
Analytics workstream but is currently scheduled for March 2025.

Farida requested this be brought forward to Phase 2 given its
operational criticality. Rajesh noted this would need a scope change
request with budget and timeline implications.

  ACTION: Deepak Menon and Farida Khan to jointly assess feasibility
  of pulling in underwriting dashboards into Phase 2. Present options
  at Dec steering meeting.

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ITEM 4: BUDGET REVIEW — Q4 ACTUALS VS. PLAN

Meena Handa (Finance, joining via VC) presented the Q4 budget status.

                         Q4 Budget (Cr)   Q4 Actuals (Cr)   Variance
  -----------------------------------------------------------------------
  Software Licensing         3.80              3.60           +0.20
  Vendor / Consulting        8.20              9.10           -0.90
  Hardware & Infra           2.10              1.75           +0.35
  Training & L&D             0.60              0.42           +0.18
  Internal Staff (charged)   2.50              2.65           -0.15
  Contingency                1.00              0.30           +0.70
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  TOTAL (Q4, YTD Oct)       18.20             17.82           +0.38

The overall Q4 program spend is INR 0.38 crore under budget at the
end of October. However, the vendor cost overrun of INR 0.90 crore
reflects the additional TechEdge resources for PAS reconciliation.

Rajesh noted that if the PAS effort continues at this pace into November,
the contingency buffer will be fully consumed. He directed Finance and PMO
to flag immediately if the program is projected to exceed total budget.

Contingency drawdown requests now require CDO approval.

  ACTION: Meena Handa — Prepare revised Q4 forecast incorporating
  PAS overrun risk. Share with CDO and CFO by Nov 12.

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ITEM 5: DATA PRIVACY COMPLIANCE UPDATE (DPDP ACT 2023)

Rohan Pillai presented the compliance readiness status with respect to
India's Digital Personal Data Protection Act, 2023.

Current Status:
  - Data inventory (mapping of personal data flows): 80% complete
  - Consent management framework: Design approved; implementation 60%
  - Privacy notices update (policy documents, website): 90% complete
  - Data Principal rights mechanism (access, correction, erasure): 25%
    (significant work remaining)
  - Vendor DPA (Data Processing Agreements) review: 40 of 112 done

Target: Full compliance readiness by March 31, 2025 (ahead of expected
enforcement commencement).

Key risk flagged by Rohan: The proposed consent management architecture
requires a new database table structure that needs to be integrated with
both the legacy PAS and the new InsureCore system. Given that both systems
are in active migration, the compliance team is requesting a dedicated
sprint (2 weeks) from TechEdge specifically for consent module integration.

Nilesh Joshi agreed to scope this into the November plan but noted
it may impact PAS reconciliation bandwidth. Rohan and Sudarshan to
coordinate sprint prioritization.

  ACTION: Rohan Pillai and Sudarshan Rao — Finalise consent module
  integration sprint plan by Nov 15 and confirm resource allocation.

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ITEM 6: CHANGE MANAGEMENT & TRAINING ROLLOUT

Meghna Tewari presented the change management update.

  - Digital Readiness Assessment: Completed for all 3,200 employees
    - 38% assessed as "digitally proficient"
    - 49% assessed as "developing"
    - 13% assessed as "requiring intensive support"

  - Training delivered YTD (Oct):
    - InsureCore Awareness Sessions : 1,840 employees (57%)
    - Salesforce Sales Cloud Basic  :   890 employees (completed target)
    - Cybersecurity Awareness (mandatory): 2,910 employees (91%)

  - Upcoming:
    - InsureCore Role-Based Training (Nov–Dec): 850 employees (Ops + Claims)
    - Mobile App User Orientation: Dec 2024 (post-launch)

  - Challenges:
    - Tier-2 city attendance rates are lower (avg. 62% vs. 85% target)
    - Language barriers: training content available only in English and Hindi;
      regional language versions (Tamil, Telugu, Marathi) still in development.

  ACTION: Meghna Tewari — Accelerate Tamil and Telugu training content
  translation. Target completion: December 15. Engage regional HR heads
  to improve attendance rates in Tier-2 cities.

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ITEM 7: RISK LOG REVIEW

Top 5 risks reviewed:

ID     Description                          Likelihood  Impact  Status
-----------------------------------------------------------------------
R-01   PAS reconciliation delays further    HIGH        HIGH    OPEN
       pushing go-live beyond Dec 31
R-02   App Store rejection causes mobile    MED         HIGH    OPEN
       app launch to slip to Q1 2025
R-03   DPDP compliance gap if consent       MED         HIGH    OPEN
       module not integrated in time
R-04   CRM adoption below 90% among         MED         MED     OPEN
       field agents at end of program
R-05   Key TechEdge consultant attrition    LOW         HIGH    WATCH
       causing knowledge loss
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No risks were closed this cycle. R-05 was elevated from LOW to WATCH
after Nilesh Joshi disclosed that one of the two lead architects has
received an external offer. TechEdge is managing internally.

  ACTION: Nilesh Joshi — Provide succession/knowledge transfer plan for
  the architect role by Nov 21 as a contingency measure.

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ITEM 8: ANY OTHER BUSINESS (AOB)

  8.1 Arun Krishnamurthy requested that the South India Operations team
  be given access to the program dashboard on SharePoint. Sudarshan Rao
  confirmed access will be granted by Nov 11.

  8.2 Kavitha Sundaram informed the committee that the new Data Lake
  (Azure ADLS Gen2) has been provisioned and the first 3 data pipelines
  (policy, claims, agent performance) are live. Full onboarding of
  business teams will begin in December.

  8.3 Rajesh reminded all workstream leads that the program's Board-level
  presentation is scheduled for December 5. All leads must submit their
  slide inputs to PMO by November 28.

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ITEM 9: NEXT STEPS SUMMARY
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  #    Action                                  Owner           Due Date
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  1    Recirculate corrected Oct minutes        Priya Anand     Nov 8
  2    Daily PAS reconciliation reports         Sudarshan / TechEdge  Daily
  3    App Store status monitoring              Anita Sharma    Ongoing
  4    Revised program plan (phased DMS)        Sudarshan Rao   Nov 14
  5    CRM dashboard options for Underwriting   Deepak / Farida Dec Steer
  6    Q4 revised budget forecast               Meena Handa     Nov 12
  7    Consent module sprint plan               Rohan / Sudarshan Nov 15
  8    Language training content completion     Meghna Tewari   Dec 15
  9    TechEdge architect succession plan       Nilesh Joshi    Nov 21
  10   SharePoint access for South India Ops    Sudarshan Rao   Nov 11
  11   Board presentation slide inputs          All Leads       Nov 28
  -----------------------------------------------------------------------

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NEXT MEETING
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Date  : December 5, 2024
Time  : 10:00 AM – 12:00 PM IST
Venue : Board Room 2A, Head Office, Mumbai + VC
Chair : Rajesh Kumar Nair (CDO)

NOTE: This will be a combined Steering Committee + Board Pre-read session.
All workstream leads are required to attend in person if possible.

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Meeting adjourned at 12:15 PM IST.

Minutes prepared by: Priya Anand, PMO
Reviewed by       : Sudarshan Rao, Program Lead
Approved by       : Rajesh Kumar Nair, CDO

Distribution: All attendees + CFO + MD & CEO office
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