2020 INTEGRATED REPORT

CHAIRMAN’S STATEMENT (CONTINUED) Further, we introduced a number of financial relief measures, which meant that members across all professions could continue to benefit from critical cover, such as life insurance, for a period of time even if they were unable to pay their premiums. This enabled them to use their regular income, which had been significantly reduced by the pandemic, to cover other essential costs. In our short-term insurance business, we provided a once-off premium rebate to alleviate the financial pressures experienced by members. As most SouthAfricans were not drivingmuch during lockdown and staying at home, and therefore had a lower level of risk, this meant that members could consider insurance cover options with lower premiums. We actively engaged with various professional associations and used their insights to develop the solutions we put into place for our members. These included COVID-19-specific underwriting protocols for our life products, which relaxed some of our standard underwriting requirements and allowed members to continue to access new or additional products during this time. Through these professional associations, it came to our attention that there was an urgent need for PPE in public and private hospitals, university medical facilities and small private practices. In recognition of the fact that the majority of our members are medical professionals, we set aside money to contribute towards COVID-19 relief initiatives in the healthcare sector. During the year we distributed PPE starter packs to healthcare workers, both members and non-members. The campaign reached more than 26 500 practitioners around the country. From an operational point of view, we were faced with the challenge of having to mobilise our staff to work from home in a way that would be seamless to our members. Staff were therefore equipped with the necessary technology and were trained to ensure effective and efficient communication bothwithin and across teams. The Group’s information technology area had to undertake an extensive review of our security protocols to ensure the integrity of both our systems and our members’ personal information following the addition of these external workstations. All this was done while providing support for the personal wellbeing of our employees. Our network of financial advisers was included in this effort to ensure that they could continue to deliver the quality of service PPS is known for. In the area of managed healthcare, the pandemic posed many challenges for medical schemes. Our PPSHA business facilitated schemes to offer telephone consultations for routine ailments and conditions, as a means of minimising the transmission of the virus. Coverage of enhanced telehealth services with specialists, psychologists and psychiatrists was also implemented. Schemes managed by PPSHA offered concessions and relief measures for members with financial challenges that affected their ability to pay their premiums. As we celebrate our 80 th birthday in 2021, I am both humbled and proud to report that, due to our business model and organisational flexibility, we have been We actively engaged with various professional associations and used their insights to develop the solutions we put into place for our members. 38 | PPS INTEGRATED REPORT 2020