2020 INTEGRATED REPORT

KEY PERFORMANCE INDICATORS OUR KEY KPI’S Unit of measure 2020 PERFORMANCE 2020 GOAL COMMENTARY FINANCIAL STABILITY Gross premium income Rand billions 5.3 5.5 R Gross premium income (long- term & short-term insurance) is slightly behind expectations mainly due to the lower take- up rate of the annual benefit increase. Investment return % 6.9 6.3 G Investment return measured over a five-year rolling period performed ahead of the benchmark. Efficiency ratio % 15.5 16.2 G Cost control remains an imperative of the Group. New annual risk premiums (long-term insurance) Rand millions 222.6 251.8 R New annual risk premiums are 11% down on prior year and perfomed behind target as a result of the economic impact of the COVID-19 lockdown. New gross written premiums (short-term insurance) Rand millions 12.9 28.2 R New short-term insurance premiums written are 50% down on the prior year and performed behind target as a result of the economic impact of the Covid-19 lockdown. New investment inflows Rand billions 7.5 7.6 G Performance is 23% up on prior year, and in line with target. MEMBERSHIP Number of new members recruited during the year Individuals 6 876 6 822 G New member recruitment performed in line with target in 2020. Long-term insurance policies lapse rate % 5.1 5.4 G Policy lapse rates exceeded target due to enhanced member retention efforts. Health Claims Rand billions 1.9 1.4 R Health claims are more than expected and include R155.8 million sickness claims related to COVID-19. Death Claims Rand billions 1.3 0.7 R Death claims are more than expected and include R233.9 million claims certified as COVID-19. STAFF Employee satisfaction survey results % 92 90 G Employee satisfaction scores remain in excess of target. Training spend as a percentage of payroll % 5.0 > 4.0 G Training spend is ahead of target. Investment in human capital continues to be an important strategic objective of the Group. * Assets in unit trusts for third parties G Achieved Y Partly achieved R Not achieved 74 | PPS INTEGRATED REPORT 2020