SUMMER INTERNSHIP PROJECT REPORT ON

A STUDY ON HEALTH EMI NETWORK CARD

PROVIDED BY BAJAJ FINSERV HEALTH LIMITED –
A CASE BASED APPROACH

Submitted in Partial Fulfillment for the Award of the Degree of

Master of Management Studies (MMS)

(Under University of Mumbai)

BATCH 2022 – 2024

SUBMITTED BY

SONALI DINKAR MORE

ROLL NO: 221032

SPECIALISATION

FINANCE

UNDER THE GUIDANCE OF

PROF. PRIYANKA CHATTA

PILLAI INSTITUTE OF MANAGEMENT STUDIES AND RESEARCH,

NEW PANVEL - 410206

 DECLARATION

I hereby declare that this Project Report titled “A Study on Health EMI Network Card
provided by Bajaj Finserv Health Limited in Mumbai – A Case Based Approach,” submitted
by me to PILLAI INSTITUTE OF MANAGEMENT STUDIES AND RESEARCH,
NEW PANVEL – 410206 is a bonafide work undertaken by me and it is not submitted to any
other University or Institution for the award of any degree diploma or certificate or published
any time before.

Name: Sonali Dinkar More

Roll No: 221032

Signature of the Student

 PILLAI INSTITUTE OF MANAGEMENT STUDIES AND RESEARCH, NEW
PANVEL – 410206

CERTIFICATE

This is to certify that project titled “A study on Health EMI Network Card provided by Bajaj

Finserv Health Limited in Mumbai – A case based approach” is successfully completed by

Ms. Sonali Dinkar More during the II Semester, in partial fulfilment of the Master’s Degree
in Management Studies recognized by the University of Mumbai for the academic year 2022-

2024 through PILLAI INSTITUTE OF MANAGEMENT STUDIES AND

RESEARCH, NEW PANVEL – 410206. This project work is original
and not submitted earlier for the award of any degree / diploma or associate ship of any other
University / Institution.

Name of Guide: Prof. Priyanka Chatta

Date: ___________________ (Signature of the Guide)

 ACKNOWLEDGEMENTS

I would like to take the opportunity to express my preferred thanks and gratitude to all people
who have helped me with sound advice and able guidance

It was a privilege to have been guided by Ms. Priyanka Chatta. I express my sincere gratitude
to my mentor Ms. Priyanka Chatta, Faculty of Pimsr for their precious guidance and
valuable advice for the successful completion of the internship work entitled “A study on
Health EMI Network Card provided by Bajaj Finserv Health Limited in Mumbai – A case
based approach.

Also, I express my warm thanks to Mr. Ajit Sawant, Area Sales Manager for his support
and guidance from Bajaj Finserv Health Limited.

Finally I acknowledge the people who mean a lot to me, my parents for their inspiration,
support and faith for carrying out this work to finishing line. I want to give special thanks to
all my friends for their support in carrying out this work successfully.
 EXECUTIVE SUMMARY

The project allotted to me with title was “ A study on health EMI network card provided by
Bajaj Finserv.” The objective behind this project was to primarily focus on Modus Operandi of
Bajaj Finserv for finance of various products. This require detailed understanding in end to end
process flow of loans processing to payment disbursement and coming with suggestions to
make experience more delightful for customers and channel partners. The project also put light
on understanding the consumer behaviour as far as opting the EMI facility.

The project helped us to get a deep insight into dealing with different customers accordingly
and how to solve issues regarding various procedures. During this time period apart from
dealing with the customers we were also given exposure on how to tie ups were done between
company and the dealers firm. I have also tried to explain the loan procedure and its approval
by enclosing some case studies. I was dealing with proper customer, provided them loans by
completing their files and getting the approval online from Bajaj Server called as “Galaxies”
Portal.
 INDEX

SR. CONTENT PAGE.

NO NO
1 CHAPTER 1 : INTRODUCTION
1.1 Objectives 10
1.2 Scope 10
1.3 Limitations 11
1.4 Research Methodology 11
1.5 Utility of the Study 11
2 CHAPTER 2 – PART A : INDUSTRY
ANALYSIS
2.1 Introduction 12
2.2 PESTEL Analysis 13
2.3 Michael E.Porter’s 5 forces framework 16
2.4 Summary on Industry Analysis 19
3 CHAPTER 3 - PART B : COMPANY
ANALYSIS
3.1 Company Introduction 20
3.2 Company History 22
3.3 Brief Detail of the Top Level Management 23
3.6 Vision & Mission Of Organization 26
3.7 SWOT Analysis 26
7S Framework
3.8 BCG Matrix 28
3.9 Summary on Company Analysis 30
4 CHAPTER 4 - PART C : MAIN BODY
OF PROJECT
4.1 Introduction to Management concept 31
4.2 Details of the concept 32
4.5 Literature Review 35
4.6 Presentation of Data and Data Analysis 37
4.7 Brief report on project work done at the 40
organization
4.8 Conclusion 42
4.9 Recommendations / Suggestion 43
4.10 Findings 44
5 CHAPTER 5 : REFERENCE &
ANNEXURES
5.1 Reference 45
Chapter 1 : Introduction to the project

A brief on the topic

Over the years, the cost of healthcare services in India has been on a rise. Statistics from
2018-2019 show that healthcare inflation was more than twice the rate of overall retail
inflation. However, despite rising costs, no individual would like to compromise on their
family's healthcare. Should an emergency arise, every individual would do their utmost to
finance the treatment(s), irrespective of the medical bill. To offer healthcare financing, Bajaj
Finance Limited, the lending and investing arm of Bajaj Finserv is offering its Digital Health
EMI Network Card.. Medical emergencies are unpredictable, and during this critical hour,
you must have sufficient funds to initiate treatment without delay. You need to have adequate
finances to bear subsequent medical expenses as well.. People are prone to diseases and it is
impossible to predict as to when a health crisis will manifest itself in your life. Health care
also has improved leading to longer life expectancy. However, the cost of health care also has
gone up, and can empty your life’s savings if you need hospitalization and special medical
care . When you do your budgeting, you need to allocate some funds for unforeseen
expenditures like health care. But such an allocation will be totally inadequate in case of
major illnesses requiring special medicare and hospitalization. You also need to factor in the
healthcare requirements of your immediate dependent family members as well. This is where
health insurance comes in. You can factor in the total premium cost of health insurance which
is ascertainable instead of health expenditure itself which can not be predicted or estimated..
With growing awareness of lifestyle diseases, it is but natural for one to be concerned about
its effects on one’s health and on one’s finances. Often, unplanned medical expenses and
treatments can leave a hole in the pocket as most of them come at a steep cost. Bajaj Finance
Limited, the lending and investing arm of Bajaj Finserv offers a Digital Health EMI Network
Card that helps customers convert their healthcare costs into easy, pocket-friendly EMIs
without delay or compromise.

Medical treatments can be costly and surgery or other complications can result in large
expenses running into lakhs. Since healthcare cannot be delayed or compromised on, a cost
effective way to finance these costs is to rely on the Bajaj Finserv Digital Health EMI
Network Card. Medical treatments can be costly and surgery or other complications can
result in large expenses running into lakhs. Since healthcare cannot be delayed or
compromised on, a cost-effective way to finance these costs is to rely on the Bajaj Finserv
Digital Health EMI Network Card Now after knowing how to use a Bajaj Finserv Health
EMI card, you can reduce your time and effort in arranging the finance required for your
treatment. It will allow you to split all your medical bills into no-cost EMIs which you will
have to repay starting from the upcoming month. You can even pay for the medical bills of
any of your family members using your own card.

According to an alarming report, the considerable medical expenses in India pushed more than
55 million individuals into poverty, in just a year. Such data highlights that most people in India
are critically underprepared to deal with healthcare emergencies.
The out-of-pocket healthcare expenses in India is one of the highest as the majority of the
populace do not have an insurance policy or have one that offers minimum coverage. Since
bearing such a considerable sum at once can take its toll on your financial well-being, you
need to look for alternative solutions.A health card is just what you may require in such a
situation. It can reduce your financial burden severely by converting your medical bills into
EMIs Hospitalisation and treatment, as a whole, are increasingly becoming more expensive
with each passing day. At such a time, requiring medical attention and hospitalisation can
quickly exhaust all your savings To prevent this from happening, one can opt for an EMI
health card. With it, a user can defer immediate financial liabilities, instead, converting their
bills into monthly instalments. Additionally, with an entirely online application and approval
process, applicants can start benefiting from the various features of the card in minutes.
Apart from the EMI facility, such a health card also comes with a host of other features,
which can help cardholders seek treatment without delay or strain.A health EMI network card
is a practical financial investment to secure yourself against unplanned medical expenses. An
individual can look forward to avail the following benefits from such a card.

Objective of the Study

To study financial services industry in India using the industry analysis framework.

To study and analyze bajaj finserv company using the company analysis tools framework .
Scope of the Study
EMI (Equated Monthly Installment) cards for healthcare treatments offer scope by allowing
individuals to manage their medical expenses more effectively. They provide a structured
repayment plan, making it easier for people to afford costly treatments without depleting their
savings at once. This can enhance access to healthcare services and ensure timely treatment
for those who may not have sufficient funds upfront. EMI cards can also encourage
preventative care and wellness check-ups by making healthcare more financially manageable.

Limitations of the Study

The duration of the project is 2 months.

The availability of relevant and comprehensive data on the chosen topic is limited.

Although the study was carried out with careful planning there is several limitation such as
time constraint and accuracy.

Research Methodology
The data has been collected by secondary data

The secondary data is collected with the help of Bajaj Finserv company website, journal and
research paper.
 CHAPTER 2 – PART A : INDUSTRY ANALYSIS

Introduction to Financial services industry

INDUSTRY PROFILE

India is undergoing rapid development. This means that there are millions of people who
dream of better home, better infrastructure and a better life. This opens several avenues of
potentially limitless growth in the banking and finance sector. Bajaj Finserv Lending will
help grab this opportunity to grow your business, through lending loans, financing, etc.

INDIA’S FINANCIAL SERVICES INDUSTRY

An innovative, competitive and thriving financial services industry in any country

plays a vital role in its smooth functioning and development. India’s financial services sector
has posited a stable growth curve over the years driven by sound fundamentals, rising
personal incomes corporate restructuring, financial sector liberalization and the growth of a
consumer-oriented, credit-oriented culture. This has led to the increasing demand for financial
products, including consumer loans (especially for cars and homes), as well as for insurance
and pension products. The soaring demand for financial services offers promising investment
prospects.According to the Central Statistical Organization (CSO) data, released early this
year, financial services, banking, insurance and real estate sectors rose by 7.4 per cent in
2012-13.

BACKED WITH
A favorable demographic profile which supports a higher retail off take - 54% of the
population is in the 15-35 years age group. India consists of a dynamic and a growing middle-
class class which on a purchasing power parity basis is much larger than the entire population
of the US and a consumer credit market that is growing by more than 40% per annum.
Continuous increasing in capital expenditure by the government and private industry.

Significant opportunities in the largely untapped SME segment- which accounts for 40% of
the industrial output and 35% of India's direct exports.

India's increasing and consistent growth. As per the CSO, the Indian economy grew by an
estimate of 7.4 per cent in the year 2012-13 and is expected to grow over 8 percent in the
coming months.

Growing investment avenues across all segments in the banking and financial services sector.

GROWING POTENTIAL IN THE INDUSTRY

Demand for banking services is growing significantly, albeit in a country where less than half
of households have a bank account. It is in the retail sector that the surge in demand is most
marked. Housing loans grew by more than 50% and loans to the retail commercial sector rose
by more than 100%. According to the weekly statistical supplement (WSS) of the Reserve
Bank of India (RBI), Indian bank loans represented a rise of 19.1 per cent as of June 4, 2013
while deposits were up 14.3 per cent from the previous year. Furthermore, outstanding loans
showed an increase from US$ 12.39 billion to US$ 703.5 billion in the two weeks to June 4,
2013. The WSS reflected that bank deposits rose by US$ 3.24 billion to US$ 975 billion in
the two weeks to June 4. In 2009, there were 21 raised US$ 4.18 billion as compared to 36
IPOs in 2008 that raised US$ 3.62 billion. AS per the statistics of RBI, aggregate deposits
grew by 3.3% on q-o-q basis inquarter ended June 10 as against 5.1% during the same period
last year; reflecting the relatively lower rates in term deposits.

Non-banking financial companies (NBFCs) are fast emerging as an important segment of the
Indian financial system. It is an heterogeneous group of institutions (other than commercial
and co-operative banks) performing financial intermediation in a variety of ways, like
accepting deposits, making loans and advances, leasing, hire purchase, etc. They raise funds
from the public, directly or indirectly, and lend them to ultimate spenders.

.On regulatory front, NBFCs have been classified into 3 categories:

• Those accepting public deposits

• Those not accepting public deposits but engaged in financial business
• Core investment companies with 90 per cent of their total assets as investments in the
securities of their group/ holding/subsidiary companies. The focus of regulatory
attention is on NBFCs accepting public deposits
PESTEL ANALYSIS

PESTEL analysis of the financial services industry’ explores how this industry is influenced
by global macro factors. Financial services are an essential part of the modern economies.
This industry comprises of variety of firms and institutions e.g. banks, credit card companies,
insurance companies, building societies, lenders, and real estate brokers.

Political factors affecting financial services industry

Political factors can significantly affect the financial services industry due to its reliance on
government regulations. These factors can either positively or negatively impact on it. The
major factors to consider include but not limited to legislation and regulation, public policy
issues, and the geopolitical environment. As with all industries, the financial services firms
are affected by the regulatory and legal framework that exist in the country in which they
operate. However, some analysts argue that unnecessary government involvement is not
always helpful for the industry. Conversely, others argue that the government’s intervention
is very important for the confidence of the financial institutions. In many countries, financial
services industry may or may not be at the top of the national election campaign agenda. This
depends on how political parties see the impact of it on their campaigns. It is worth
mentioning that USA, and some other countries may sometimes sanction financial institutions
of a country for various reasons.

Economic factors affecting financial services industry

Financial services are important contributors to economic growth and employment. This is
because they support spending and economic activities through the services they provide. The
macroeconomic factors affecting the financial services industry can have a significant
influence on the profitability of the institutions involved. For instance, if a country
experiences a recession, then the profitability of financial institutions is likely to be
negatively affected, as the demand for debt financing is likely to fall. On the other hand, if a
country experiences steady economic growth, then the profitability of financial institutions is
likely to be positively affected, as the demand for debt financing is likely to go up. Financial
services are highly conglomerated as well, meaning they are dominated by a few large
players. This can make it difficult for new entrants, and limits competition and innovation.

Social factors affecting financial services industry

The social factors that affect the financial services industry include demographics, lifestyle,
lifestyle change, and increasing population size. For example, a growing population of senior
citizens will demand a lot of financial services such as retirement planning and healthcare.
The social and cultural factors that exist in a country can affect the demand for products and
services within the financial services industry, particularly those related to debt financing. For
instance, some people may not use credit cards because of interests which are not allowed by
their faith systems.

The number of unbanked populations varies from one country to another. Most youngsters
are comfortable to use debit/credit cards, and mobile payment methods for transactions. They
may also have PayPal and similar accounts. However, many senior citizens are not much
keen on using mobile payment methods.

Technological factors affecting financial services industry

The technological factors that affect this industry include the characteristics and degree of
automation, the growth of digital financial services, and the presence or absence of a
technological barrier to entry. Financial services that are becoming more digital and
automated will become more appealing to consumers. At the same time, the lack of
advancements in technology, or being unable to bear the costs of technological adoption can
be barriers to market entry for new players.

Technology gives people more visibility of all their financial information in a timely fashion.
They can check out their credit score, and balance in their bank accounts online. Artificial
Intelligence can help them make more educated decisions on cash flow and forecasting.
However, it is worth mentioning that tech glitches can also sometimes disrupt the services
they need.

Environmental factors affecting financial services industry

The financial services industry has taken several environmentally friendly initiatives such as
paper less bank statements. Customers also do not need to go to a bank branch for many
banking activities. However, Mullan, West, and Braithwaite (2021) state that the physical
parts and activities of the financial services industry have a direct effect on emissions and
therefore, firms need to adapt to the requirements of meeting net zero targets by the
government, rather than leaving the action to others.

Legal factors affecting financial services industry

Legal environment is the last part of this PESTEL analysis of the financial services industry.
Different countries have different laws and regulations that affect the industry differently.
Generally, financial institutions need to follow the rules set by the central banks. Financial
markets and some participants in those markets may also be regulated by some market
regulators. Anyone found committing financial crime are subjected to different penalties and
sentences. In the UK, the main fraud offences are contained in the Fraud Act 2006 and Theft
Act 1968.
PORTER’S FRAMEWORK

Threat of New Entrants

This force considers the barriers that potential new entrants face when trying to enter the
financial services market. High regulatory requirements, complex financial infrastructure, and
the need for significant capital can deter new players, making the threat of new entrants
relatively low.

New entrants face challenges in gaining customer confidence and complying with complex
regulations.

Existing financial institutions benefit from economies of scale and expertise.

Bargaining Power of Suppliers:

Financial institutions rely on technology, software, and data providers.Suppliers in the

financial services sector can include technology providers, data vendors, and legal and
compliance services. The bargaining power of suppliers may be moderate, as financial firms
can choose from a range of suppliers, but certain critical services could lead to supplier
influence.
Bargaining Power of Customers:

Customers have relatively low bargaining power in areas like traditional banking due to
switching costs, regulations, importance of financial stability and lack of alternatives.
However, with the rise of fintech and increased customer empowerment, customer bargaining
power has grown in areas such as fee negotiation and service expectations.

Threat of Substitute Products or Services

Fintech innovations and alternative financial products, such as peer-to-peer lending, digital
wallets, and robo-advisors, introduce substitutes to traditional banking and investment
services. This force has intensified as technology-driven alternatives gain attraction..

Intensity of Competitive Rivalry

Competition is fierce in the financial services industry, both among traditional players and
emerging fintech startups. Firms differentiate themselves through technology adoption,
customer experience enhancements, and specialized services. Regulatory compliance and
customer trust are crucial factors.

SUMMARY OF INDUSTRY ANALYSIS

The influence of tech-savvy consumers, looming threat of big tech companies, and shifting
attitudes of regulators toward new tech, are all impacting the financial services industry.
Financial growth can be achieved with a touch of a button. And whether you’re an individual
exploring wealth management options, or a CEO trying to increase the value of your
company to shareholders, advanced tech will guide you to success within the finance sector.
The financial services industry encompasses a range of activities related to managing money,
investments, and financial transactions. It includes sectors like banking, insurance, investment
firms, stock markets, and payment processing. These institutions provide services such as
loans, savings accounts, investment advice, insurance coverage, and more. The industry is
heavily regulated and plays a crucial role in supporting economic activities and facilitating
capital flow within economies. It has been evolving with technological advancements,
including digital banking, fintech innovations, and blockchain applications.
PART B – COMPANY ANALYSIS

Brief Information about Company

Bajaj Finserv was formed in April 2007. It is headquartered at Bajaj Finserv Corporate Office,
Pune,Ahmednagar Road, Viman Nagar, Pune. As a result of its demerger from Bajaj Auto
Limited to act as a pure play financial services business. The process of demerger was
completed in Feb 2008. This demerger was not only to unlock values in the high growth
business areas of Auto, Insurance, Finance sectors and Wind Power but also to run
independently these core businesses and to strengthen the competencies. In addition to that
cash and cash equivalent of INR 8,000 million (then market value) was also transferred to the
company. The demerger has enabled investors to hold separate focused stocks and also
facilitate transparent benchmarking of the companies to their peers in their respective. The
constantly changing demographics and dynamics of the Indian economy, has led to creation of
various needs of the customer.

The Indian customer now demands proper avenues of channelizing their savings, Financial
protection and is also desirous of spending more on valuable goods and services. All these
wants Need to be met by dynamic players in the financial services space. Bajaj Finserv was
formed specifically to Cater to these needs. The company was also formed to touch and
improve the lives of a growing number of People in the country, and in doing so, deliver
superior corporate values to its shareholders.Bajaj Finserv, a part of Bajaj Holdings &
Investments Limited, is an Indian financial service company Focused on lending, asset
management, wealth management and insurance.The company employs over 20,000
employees at 1400 locations, and is engaged in consumer finance Businesses, life insurance,
and general insurance.

Apart from financial services, Bajaj Finserv is also active in Wind–energy generation.The
financial S and wind energy businesses were transferred to Bajaj Finserv Limited (BFS) as part
of the Recently concluded demerger from Bajaj Auto Limited, approved by the High Court of
Judicature at Bombay By its order dated 18 December 2007. The demerger was effective on 31
March 2007.Bajaj Holdings has been registered as a Non–Banking Financial Company
(NBFC) under the Registration No. N–13.01952 dated 29 October 2009 with Reserve Bank of
India (RBI). The company is classified as a Systemically Important Non–deposit taking NBFC
as per RBI Regulations.

Subsidiaries

 Bajaj Finance
 Bajaj Allianz General Insurance
 Bajaj Allianz Life Insurance
 Bajaj Housing Finance
 Bajaj Finserv Markets
 Bajaj Finserv Asset Management Company
 Bajaj Finserv Direct (Bajaj Markets)
 Bajaj Finserv Health limited

Bajaj Finserv Health Limited is one of the most leading company in providing healthcare financing
and also one of the upcoming company. It was founded in 2019 as a wholly owned subsidiary of
Bajaj Finserv Limited. The company was created to address the growing need for affordable and
accessible healthcare in India.

Here are some of the key milestones in the history of Bajaj Finserv Health Limited:

 2019: BFHL is founded as a wholly owned subsidiary of Bajaj Finserv Limited.

 2020: BFHL launches its first health insurance product, the Bajaj Finserv Health Shield.
 2021: BFHL expands its product offerings to include health management services and
financial solutions.
 2022: BFHL launches its mobile app and partners with a network of hospitals and clinics
across India.
 2023: BFHL becomes one of the leading providers of health insurance and health
management services in India.

BFHL is a young company, but it has already made significant progress in making healthcare
affordable and accessible to everyone in India. The company is committed to continuing to grow and
innovate, so that it can continue to meet the needs of its customers.
The Bajaj Finserv Health EMI Network Card can be used for 1,000+ healthcare treatments across
5,500 hospitals and wellness partners. You can use the Health EMI Network Card to pay for your
medical and healthcare expenses in EMIs and repay the amount over 3-24 months.

The Health Card from Bajaj Finserv is available in two different variants, each with its own benefits
and features. You can select a variant of the Bajaj Finserv Health EMI Card depending on your
budget and your financial requirements.

Features and Benefits of Bajaj Finserv Digital Health EMI Network

Card

Some of the key features and benefits of the Bajaj Finserv Digital Health EMI Network Card are

 Digital Card Activation: Instant card activation on the mobile application without any
hassle.
 Limit of ₹4 Lakhs: The card has a pre-approved limit of ₹4 Lakhs.
 One-Time Joining fee: You only have to pay a joining fee as per the EMI card variant you
select.
 EMIs: You can use the card across the country in various partner hospitals and pharmacies
and repay it later in the form of monthly instalments.
 Single Card for Family: You can use one card for the entire family.
 Zero Documentation: The application procedure includes zero documentation.
 Offers: You can easily make use of healthcare benefits worth ₹10,000+ by utilising the
services of partner hospitals, medical stores, labs, etc.
 Repayment Tenure: You can choose the repayment tenure as per your choice. The
maximum tenure is 24 months.

Health EMI Card Variants

1. Bajaj Finserv Health EMI Network Card Platinum

 Card Charges - ₹999 (Inclusive of all taxes)

  Discounts worth ₹2,500 on OPD and Lab bills at Clinics/Hospitals and Labs across the
country.
 Loan limit of up to ₹4 Lakh to convert medical bills into no-cost EMIs. Offer valid at more
than 4,400+ wellness centres and 1100+ hospitals across the country.
 Free Health Checkup packages with 45+ lab tests worth ₹3,000.
 Get 10 teleconsultation sessions worth ₹5,000 with 35 specialists free of cost. Bajaj Finserv
has collaborated with more than 9,600 specialists and 2,400 test labs for the same.
 Wellness Benefits worth ₹10,000.

2. Bajaj Finserv Health EMI Network Card Gold

 Card Charges - ₹707 (Inclusive of all taxes)

 Loan limit of up to ₹4 Lakhs to convert medical bills into no-cost EMIs. Offer valid at more
than 4,400+ wellness centres and 1100+ hospitals across the country.
 Discounts worth ₹3,000 on OPD and Lab bills at Clinics/Hospitals and Labs across the
country.
 Get 10 teleconsultation sessions worth ₹5,000 with 35 specialists free of cost. Bajaj Finserv
has collaborated with more than 9,600 specialists and 2,400 test labs for the same.
 Wellness Benefits worth ₹8,000.

Eligibility Criteria for Bajaj Finserv Digital Health EMI Network

Card

The eligibility criteria for the health EMI card is quite simple, and basic

 The minimum and maximum age must be 21 and 60 years respectively in the case of an
offline card.
 The minimum and maximum age must be 23 and 65 years, respectively in the case of an
online card.
 Stable and regular source of income.
BRIEF DETAILS OF THE TOP MANAGEMENT

 Amani N Roy - Director

 Anish Amin - President
 D J Balaji Rao - Director
 Kurush Irani - President
 Madhur Bajaj - Director
 Manish Kejriwal - Director
 Naushad Forbes - Director
 Pramit Jhaveri - Director
 Purav Jhaveri - President
 Radhika Haribhakti - Director
 Rajiv Bajaj - Director
 Ranjit Gupta - President – Insurance
 S Sreenivasan - Chief Financial Officer
 Sanjiv Bajaj - Chairman & Managing Director
 Uma Shende - Co. Secretary & Compl. Officer
 V Rajagopalan - President
VISION AND MISSION

Vision :

Bajaj Finserv has a vision to become a full fledged financial services company and be the
financial partner to the Indian consumer and help him across his financial needs, whether for
finance, for investment management, for protection or for post retirement support throughout
his life cycle.

Mission :

Bajaj Finserv aims to be more useful reliable and efficient provider of financial services. It is
our continuous endeavor to be a trustworthy advisor to our clients, helping them achieve their
financial goals.

.
SWOT ANALYSIS

The SWOT analysis of Bajaj Finserv can be based to make important strategic decisions and
accomplish the business objectives. The four components of Bajaj Finserv swot analysis are
given below.

STRENGTH

 Even though most players in the Financial strive to innovate, Bajaj Finserv has
successful record at consumer driven innovation.
 Bajaj Finserv extensive product offerings have helped the company to penetrate
different customer segments in Insurance (Life) segment. It has also helped the
organization to diversify revenue streams.
 Bajaj Finserv has a strong market leadership position in the Insurance (Life) industry.
It has helped the company to rapidly scale new products successes.
 Even though Bajaj Finserv is facing downward pressure on profitability, compare to
competitors it is still racking in higher profit margins.
 The new products are rapidly increasing Bajaj Finserv market share in the Insurance
(Life) industry.
WEAKNESS

 Gross Margins and Operating Margins which could be improved and going forward
may put pressure on the Bajaj Finserv financial statement.
 Business Model of Bajaj Finserv can be easily imitated by the competitors in the
Insurance (Life) industry. To overcome these challenges company name needs to build
a platform model that can integrate suppliers, vendors and end users.
 Bajaj Finserv needs to increase investment into research and development especially in
customer services oriented applications.
 The customer network that Bajaj Finserv has promoted is proving less and less
effective.
 The financial services sector is highly competitive, with many established players and
new entrants vying for market share.

OPPORTUNITY

 Tie-up with local players can provide opportunities of growth for the Bajaj Finserv in
international markets.
 Accelerated technological innovations and advances are improving industrial
productivity, allowing suppliers to manufacture vast array of products and services.
This can help Bajaj Finserv to significantly venture into adjacent products.
 Increasing adoption of online services by customers will also enable Bajaj Finserv to
provide new offerings to the customers in Insurance (Life) industry.
 Lowering of the cost of new product launches through third party retail partners and
dedicated social network. Bajaj Finserv can use the emerging trend to start small
before scaling up after initial success of a new product.

THREATS
 It is more costly for Bajaj Finserv to serve the rural customers than urban customers
given the vast distances and lack of infrastructure as the adoption of products is slow
in rural market.
 The biggest challenge for Bajaj Finserv and other players in the industry is the
increasing commoditization of the products in Financial industry.
 With increased digital operations, the company faces the threat of cyberattacks and
data breaches..
 Fluctuations in the economy can impact loan repayments, investment returns, and
overall business performance.
7S FRAMEWORK

The Mckinsey 7S model provides a multidimensional framework to analyze the current state
of an organization and where it can make changes to achieve the desired objectives. In essence
Mckinsey 7S framework is a strategic planning tool. The 7S of Mckinsey’s 7S strategic

framework are – Strategy, Structure, Systems, Skills, Staff, Style, and Shared Values.

STRATEGY

Bajaj Finserv needs to build a balance between short run cost savings and protecting its core
competitive advantage. Customers perceive Bajaj Finserv products and services to deliver
‘value for money’ proposition plus a bit extra. In its zest to gain more market share through
competing on prices, Bajaj Finserv should avoid cutting costs that can result in inferior
product and service delivery.

STRUCTURE
To be more resilient organization and prepare itself for future disruption of similar magnitudes
Bajaj Finserv should focus on – diversifying suppliers geographically so that climate related,
geopolitical, and other disruptions don’t impact the long term survival of the company. To
achieve the goals – Bajaj Finserv needs to fine tune its organization structure. It needs to have
smaller teams, easy reporting to the headquarters, and enabling teams to take decisions based
on real time developments.

SYSTEMS

Bajaj Finserv needs to focus on the following areas – Improve internal processes, such as risk
management, Customer Relationship Management (CRM), web app optimization, and data
visualization across the organization. Bajaj Finserv needs to put in place robust system for
“work from home” employees so that there can be greater interaction among the employees
both online and in physical environment. It will not only improve productivity but also
increase the data security and cyber security.

STAFF

Recruitment and remote onboarding – Because of the pandemic, a lot of employees are
working from remote locations. To make the environment more inclusive for the new
employees, Bajaj Finserv should build system for remote onboarding such as – catalog of
short videos, small groups interaction, technical demonstrations.
Open chats for the people to approach people at various levels in the hierarchy. It will not only
help the top management to directly interact with the people below but also help in building an
open and transparent culture.

SKILLS
Bajaj Finserv can build a structured training and development program for people working
from remote locations. Bajaj Finserv can hire fresh talent as more and more people are leaving
their existing jobs because they are not challenging them enough.

STYLE

The leadership styles required in the physical location and in remote scenario are completely
different. In a physical environment manager can stop by a chat, provide inputs and go
through the work. But in the remote locations employees have to work in far more isolated
environment. To improve the workflow – leaders should pursue collaborative and inclusive
form of leadership. Leaders should build smaller teams as part of larger teams.

SHARED VALUES

The organization has built a successful business model based on its core values, vision and
mission. It doesn’t have to change much in the shared values segment. One area where it can
focus more is – sustainability. Investors are putting a lot of stress on Environmental, Societal,
and Governance issues, so it can bring more transparency.
 ANSOFF ANALYSIS

The Ansoff matrix is a strategic planning tool that helps organization to identify and evaluate
different growth strategies.

 Market penetration: This strategy involves selling existing products or services to existing markets.
 Market development: This strategy involves selling existing products or services to new markets.
 Product development: This strategy involves developing new products or services for existing
markets.
 Diversification: This strategy involves developing new products or services for new markets.

The market penetration strategy is the least risky growth strategy for Bajaj Finserv Health. They
already have a strong presence in the healthcare market and they know their customers well. This
strategy would involve expanding their reach to more customers or increasing their market share in
existing markets.
The market development strategy is a moderate-risk growth strategy for Bajaj Finserv Health. They
would need to invest in research and development to understand the needs of new markets. However,
this strategy could be very rewarding if they are able to successfully enter new markets.

The product development strategy is a high-risk growth strategy for Bajaj Finserv Health. They
would need to invest in research and development to develop new products or services. However, this
strategy could be very rewarding if they are able to successfully launch new products or services that
are in demand.

The diversification strategy is the highest-risk growth strategy for Bajaj Finserv Health. They would
need to invest in research and development to develop new products or services for new markets.
This strategy could be very rewarding if they are able to successfully launch new products or services
that are in demand. However, it is also the riskiest strategy because there is no guarantee that the new
products or services will be successful.

The Ansoff Matrix is a helpful tool for Bajaj Finserv Health to evaluate different growth strategies
and to develop a strategic plan for their business. By understanding the different growth strategies
and their risks, Bajaj Finserv Health can make better decisions about how to grow their business.
BCG MATRIX

Companies can utilize to investigate about their product stage according to matrix .

a) STARS :
The products or business units that have a high market share in high growth industry are the stars of
the organization. In the case of Bajaj Finserv, Personal loan is the product as they are doing
extremely well in market and have high market share.

b) QUESTION MARK :
There are products that formulate a part of the industry that is still in the phase of development, yet
the organization has not been able to create a significant position in that industry. The small market
share obtained by the organization makes the future outlook for the product uncertain; therefore
investing in such domains is seen as a high risk decision. Question mark is wind energy because
Bajaj Finserv is leading company and they are introducing new plant that is wind energy and it is at
maturity level.

c) DOGS :
Dogs are the products that were perceived to have the potential to grow but however failed to create
magic due to the slow market growth. Failure to deliver the expected results makes the product a
source of loss for the organization, propelling the company resources, which could be invested in
question mark. In Bajaj Finserv, Dog is EMI card because they are not doing well in market.

d) CASH COW :
Cash cow are the products that have high market share in a market that has low growth. In Bajaj
Finserv, cash cow is home loan because they have low growth rate because they are already popular
in market but have high market share.
SUMMARY OF COMPANY ANALYSIS

SWOT analysis is an effective tool for company internal strength, weak point, market possibilities
and extendable threats.

BCG helps to understand the company of their products which has low or high growth or high market
share of the product which helps them to work on the product according to customer perception.

ANSOFF matrix is a tool that can help executives and marketers in an organization understand how
they can grow and devise strategies for realizing more growth. The matrix combine market
penetration, market development, product development, and diversification, which are all growth
alternatives that an organization can use to effectively grow it’s reach into other markets or grow it’s
product offerings.

7S” framework helps to understand internal factors of the company which help them to strategies
according to their internal factors affecting the product or work. It tells about the pattern or rules
which are followed in the organization, which type of structure is to be followed, how many people
are working in the organization, what style of leadership is being followed, which strategy to
implement and where to implement, what skills are relevant and what values does the company
shares.
PART C : MAIN REPORT OF THE PROJECT

Introduction to Management Concept

Banking and Financial Services

The economy is made up of many different segments called sectors. These sectors are comprised of
different businesses that provide goods and services to consumers. The variety of services offered by
lending institutions, brokerage firms, and other businesses are collectively referred to as the financial
services sector.

The financial services sector is comprised of banking, mortgages, credit cards, payment services, tax
preparation and planning, accounting, and investing. Financial services are often limited to the
activity of firms and professionals, while financial products are the financial instruments these
professionals provide to their clients.

The financial services sector provides financial services to people and corporations. This segment of
the economy is made up of a variety of financial firms including banks, investment houses, lenders,
finance companies, real estate brokers, and insurance companies.

Financial services are the processes by which consumers or businesses acquire financial goods. For
example, a payment system provider offers a financial service when it accepts and transfers funds
between payers and recipients. This includes accounts settled through credit and debit cards, checks,
and electronic funds transfers.

The financial services sector is the primary driver of a nation's economy. It provides the free flow of
capital and liquidity in the marketplace. When the sector is strong, the economy grows, and
companies in this industry are better able to manage risk.

The strength of the financial services sector is also important to the prosperity of a country's
population. When the sector and economy are strong, consumers generally earn more. This boosts
their confidence and purchasing power. When they need access to credit for large purchases, they
turn to the financial services sector to borrow.

Banking Services

The banking industry is the foundation of the financial services group. It is most concerned with
direct saving and lending, while the financial services sector incorporates investments, insurance, the
redistribution of risk, and other financial activities. Banking services are provided by large
commercial banks, community banks, credit unions, and other entities.

Banks earn revenue primarily on the difference in the interest rates charged for credit accounts and
the rates paid to depositors. Financial services like these primarily earn revenue through fees,
commissions, and other methods like the spread on interest rates between loans and deposits.

Banking Segments

Banking is made up of several segments—retail banking, commercial banking, and investment

banking. Also known as consumer or personal banking, retail banking serves consumers rather than
corporations. These banks offer financial services tailored to individuals, including checking and
savings accounts, mortgages, loans, and credit cards, as well as certain investment services.

Corporate, commercial, or business banking, on the other hand, deals with small businesses and large
corporations. Like retail banking, it provides account services and credit products that are tailored to
the specific needs of businesses.

An investment bank typically only works with deal makers and high-net-worth individuals (HNWIs)
—not the general public. These banks underwrite deals, secure access to capital markets, offer wealth
management and tax advice, advise companies on mergers and acquisitions (M&A), and facilitate the
buying and selling of stocks and bonds. Financial advisors and discount brokerages also occupy this
niche.

Investment Services

Individuals may access financial markets like stocks and bonds through investment services. Brokers
—either human or self-directed online services—facilitate the buying and selling of securities, taking
a commission for their efforts. Financial advisors may charge an annual fee based on assets under
management (AUM) and direct several trades in the pursuit of constructing and managing a well-
diversified portfolio.

Insurance Services

Insurance is another important subsector of the financial services industry. Insurance services are
available for protection against death or injury (e.g., life insurance, disability income insurance,
health insurance), against property loss or damage (e.g., homeowners insurance, car insurance), or
against liability or lawsuit.

In the United States, an insurance agent differs from a broker. The former is a representative of the
insurance carrier, while the latter represents the insured and shops around for insurance policies. This
is also the realm of the underwriter, who assesses the risk of insuring clients and also advises
investment bankers on loan risk.

Reinsurers are in the business of selling insurance to the insurers themselves to help protect them
from catastrophic losses.

Tax and Accounting Services

The sector also includes accountants and tax filing services, currency exchange and wire transfer
services, and credit card machine services and networks. It also includes debt resolution services and
global payment providers such as Visa and Mastercard, as well as exchanges that facilitate stock,
derivatives, and commodity trades.

Accountants ensure all financial records and statements—the balance sheet, income and loss
statement, cash-flow statement, and tax return—are in line with federal laws and regulations and
generally accepted accounting principles (GAAP).

Accountants also compile the information needed to prepare entries to company accounts such as the
general ledger, and they document business financial transactions over time. This information is used
to prepare weekly, monthly, quarterly, or annual closing statements and cost accounting reports.
LITERATURE REVIEW

(Dr. A. Balagurusamy, 2023) in their research paper the contribution of Bajaj Finserv Ltd in
fostering financial inclusion in Coimbatore District is discussed in this study. Financial
inclusion is a critical priority in terms of economic growth and societal advancement. It
allows for a narrowing of the wealth gap between rich and poor people. In the current
environment, financial institutions are strong pillars of economic progress and development.
Bajaj Finserv Ltd has taken steps to increase banking services by offering low-interest loans,
increasing the number of rural bank branches, permitting the banking correspondent model,
and using Core Banking Solution (CBS) technology.

(Dr. Gadre Manoj, 2019) in their research paper mentioned that today's buyers’ market
companies are using various tools to attract customer attention and/or retention. Apart from
the traditional ways of sales promotion the organizations are entering into tie-ups with non-
banking financial companies to promote the sales in retail sector for consumer durables and
non-durables. The products like apparels are also made available with EMI facility at zero %
interest rate. This paper discusses the awareness towards Bajaj Finserv EMI Scheme. The
study can help the non-banking financial organizations to understand the problems faced by
the customer at the point of purchase while availing their services in retail market.

(Dr. K. Prince Paul Antony, 2022) in their research paper stated that Financial position
measurement is a critical part of understanding the company's current financial situation. This
study is used to examine the financial position of the Bajaj Finserv Limited. This data has
been obtained from annual reports of the official website of the company. This analysis used
data from the financial years of 2015-16 to 2020-21. The paper used appropriate ratios and
percentages for analysis.
(Joseph, 2021) in his research paper talked about Personal Loan which is an unsecured loan
for personal use which doesn’t require any security or collateral and can be availed for any
purpose, be it a wedding expenditure, a holiday or purchasing consumer durables, the
personal loan is very handy & caters to all Individual needs. The amount of loan can be
ranged from Rs. 50,000 – Rs. 20 lakhs & the tenure for repaying the loan varies from 1 to 5
years. The study was undertaken on Bajaj Finserv Limited which deals with financial services
of the Bajaj Group. Its core businesses are spread across Lending, Insurance and Wealth
Advisory.
DATA ANALYSIS
PROJECT WORK DONE AT ORGANIZATION

An Internship is a learning experience of its own kind. The importance it has got over the years in
building one’s career is not exaggerated given what it has to give back.
During my internship at Bajaj Finserv Health Limited, I worked as an Financial Sales Intern in the
Goregaon hospital. I was static at one hospital only. The hospital given to me was SRV hospital.
The first day of the Internship was at the Thane Head Office of Bajaj Finserv Health, where we were
briefed by our Reporting manager Mr. Ajit Sawant regarding the various products of Bajaj Finserv
health that we were going to cater to.
From the next day onwards, I went to my Sales region (Goregaon). As it was my first day on field I
was accompanied with my SPOC Mr. Rohit, who was Sales Head for Mumbai western areas. I was
introduced as the Bajaj Finserv Health on field service and sales person in the hospital’s Billing
Department Head, Receptions, etc.
I had to report in the hospitals and then take the necessary updates required.
In SRV Hospital, I used to speak to IPD Patients relatives, if they have any issues in paying hospital
bills as many times it happened that there are issues in the mediclaims being not covered and also
many patient’s payments are being done through cash. So, in order to reduce the burden of paying
instantly, Bajaj EMI Financing on hospital bills are quite helpful and I used to suggest this to the
relatives.
Later on, many relatives also inquired for any future benefit schemes or products, that time I used to
recommend them the Bajaj Finserv Health EMI Card, which gives instant loan on EMI for the
hospital bills with additional benefits on daily consultations with no expiry date.
In SRV Goregaon Hospital, the hospital used to provide the list of Patient’s bill payment being done
in cash, so I used to directly approach the relatives on the phone ask if they are present in the hospital
premises to talk about EMI Finance and then meet with them and discuss about it. Then, after the
EMI Finance inquiries I used to call the HEMI Calling List and ask the customers why they didn’t
purchase the HEMI Card, did they face any problems in making the payment for the HEMI Cards,
etc.
During the internship, I have done 1 EMI Conversion and 1 hemi conversiom and I was being
appreciated for the same as well.
This internship was a very good experience, which gave me open platform to open up to the outside
world, talk to complete strangers regarding their financing needs which not only helped the
Customers but also helped me in developing Confidence and Customer Relationship Management.
FINDINGS

 It is observed that most of the customers don’t have knowledge about Bajaj Finserv’s
subsidiary Bajaj Finserv Health.
 Many of the customers didn’t knew that Hospital Bills can also be EMI Financed.
 It was also seen that if the funds are not available at that point of time people are willing to go
for EMI Financing.
 Despite, Cash/ Credit Cards and even EMI Financing, it is understood that people are opting
Mediclaim and Health Insurances.
 But, when People received the information regarding EMI Finance and Bajaj Finserv Health
Product, then some of them gave it a thought to go for EMI Financing.
 The Zero Percent No Cost EMI felt useful to many customers who were trying to opt for EMI
Financing.
 As the product has many unique features, many customers liked many various features like
No Cost Zero Percent Interest Rate EMI had most of the interest from the respondents.
 Many respondents have their preference towards other features of the product as well such as
EMI Finance up to 4,50,000/- , Hassle free Instant Approval, Paperless Process, No hardcopy
for documentation, etc.
 It has been observed that many respondents would like to recommend Bajaj Finserv Health
EMI Finance to their friends, relatives, family.
 As per the observation, we can see that there is a slight rise in customer awareness within the
customers for EMI Finance in their hospital bills.
CONCLUSION

It was found that the customer awareness was very less regarding the purpose and use of the EMI
cards, it was noted down that the company was lacking back still even after providing good
opportunities and services to the customers because still they are not aware about the benefits they
are receiving on their end. Their lack of knowledge about the EMI card is the major setback for the
company it is acting as an hurdle for business, when the customers were explained the difference
between both, they showed their interest for the EMI card, so it was strongly believed that in order to
grow the business we need to target large segment of customers and first educate them about the
concepts of both. There are few areas where the company need to work in order to improve the
services being provided by Bajaj to the customers as a saying goes on – “ A happy customer is a loyal
customer ” and loyal customers are very important for any business.

Improvements are required in the areas of technical setup, customer motivation, awareness
campaigns through promotional events and so on.
REFERENCES

https://en.wikipedia.org/wiki/Bajaj_Finserv

https://www.bajajfinservmarkets.in/partners/bajaj-finance-limited.html

https://www.bajajfinservhealth.in/

https://www.bajajfinservmarkets.in/bajaj-finserv-health-emi-network-
card.html#parentHorizontalTab1

(KUMAR, 2007) “ To study and analyze time to cash process of Bajaj Finserv ,” icfai journal risk &
insurance, vol. lv, February 2007, pg. No 19-21.