2020 INTEGRATED REPORT

OVERVIEW While we at PPS have always been at the forefront of product, channel and digital innovation, the advent of COVID-19 – by necessity – accelerated the process of expanding and implementing our digitalisation strategy. We had to enable our staff to work remotely in a seamless way that would not be evident to members, and which would enable them to deliver the continuously excellent service PPS is committed to providing. We put new methodologies into place to ensure that staff and financial advisers were supported and to ensure that communication within and between teams remained efficient. This was supported by a comprehensive COVID-19 information campaign. In keeping with our MVP, PPS further led the industry in terms of defining COVID-19 claims assessment criteria, which were applicable to members in both medical and non-medical professions. Various other relief measures were put into place to assist members experiencing financial difficulty as a result of the pandemic. Internet-based services for members were INNOVATION We put new methodologies into place to ensure that staff and advisers were supported throughout the pandemic, and to ensure that communication within teams, as well as with our members, remained efficient. The fact that we were able to respond quickly and effectively to an extensive reorganisation process, demonstrated the flexibility of the PPS business model. 34 | PPS INTEGRATED REPORT 2020