customer satisfaction of bajaj allianz

8/12/2019 Customer Satisfaction of Bajaj Allianz

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EXECUTIVE SUMMARY

Insurance, in law and business, is a contractual arrangement between an

individual/organization (the insured) and the insurer (insurance company) for a consideration

(the premium). The contractual terms including the premium are determined rather

scientifically based on actuarial calculations. An insurer guarantees the insured for

compensation if or when a specified set of circumstances occurs. uch circumstances may

include death or personal in!ury, accident, unemployment or old age, loss of or damage to

property, or any one of a number of instances that can be compensated financially. The life

cycles of property as well as individuals as provided by historical and pro!ected data constitute

an important input for this purpose.

This reports gives a birds eye view of the "a!a! Allianz #ife Insurance and the customers

satisfaction level with its products and brand image of the company. The report also gives a

view of the company, its activities and product profile.

The life insurance sector In India is in e$istence for more than fifty year. "a!a! Allianz is a new

player and it is the fastest growing private life insurance company in India . "a!a! Allianz is a

!oint venture between two leading conglomerates% "a!a! Auto, one of the biggest & and '

wheeler manufacturers in the world and Allianz A of ermany, one of the worlds largest

insurance companies. "oth en!oy a reputation of e$pertise, stability and strength.

*haracterized by global presence with a local focus and driven by customer orientation to

establish high earnings potential and financial strength,

The company wants to improve its mar+et share further with the help of information from this

study. There are lots of new and innovative concepts being brought into the mar+et by this

company which serve to almost all the age groups. The transparency between the customerand the organization is very high. This study was mainly conducted to understand the

customer satisfaction level with respect to "a!a! Allianz, a leading private life insurance

company, to understand the brand image of "a!a! Allianz in the mar+et of life insurance

products and also to understand the level of security that the customers have owning an

insurance policy of "a!a! Allianz.

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The ma!or outcome of this study is that the customers are very satisfied with

the performance of the company. They feel the company has given a lot of importance to the

needs of customers and have come out with innovative and great products. The service

provided by the company is also good. The advisors performance is in handling customers

complications is highly satisfactory. The customers feel highly secured after owning the

insurance policy of this company. There are some improvements needed in customer service

department with regards to waiting time and transferring of the call. o as a whole the study

came out with positive results by showing the high level of customer satisfaction with policies

of "a!a! Allianz.

This study is based on descriptive research method The considerations which

enter into ma+ing decision regarding what, where, when, how much, by what means constitute

a plan of study or a research design. on random (convenience and !udgmental sampling)

methods was used due to constraints on time and cost. ample size (122 customers) refers to

the number of elements to be included in the study. I chose personal interview method, where I

met customers personally in their house, office and got the re3uired data first hand.

*ollection of data refers to systematic recording of results either by counting or by

enumeration. The entire structure of statistical analysis for any en3uiry is based on systematic

collection of data. The Actual collection of data was done using the following procedures4

5rimary 6ata 7 8uestionnaire and Interviews

econdary 6ata7 0ecords, Trade 9ournals and :ebsites

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GENERAL INTRODUCTION

2.1 Theoretical background o the !tud"

This study is all about customer satisfaction level which has lot of importance in any +ind of

business and I have chosen "a!a! Allianz as the company for which I can ma+e a study over the

customer satisfaction level with its products, its activities and services.

"a!a! Allianz is a strong player in providing life insurance and pension product to the e$panding

mar+et of insurance in India. The life insurance Industry is growing at an accelerating pace in

the global scenario. As compared to few years bac+, the industry has shown tremendous growth.

-owever, in the Indian conte$t, the industry is in e$istence from many years. The Indian life

insurance industry is estimated at billions of dollars today. "a!a! Allianz is the fastest growing

private life insurance company in India.

The #ife Insurance sector in India is now at boom. It is absorbing millions of people in to the

field and yielding revenue in billions to the mar+et. This particular study is a response to the

issue regarding the customer satisfaction and brand awareness with respect to "a!a! Allianz.

The mar+et survey is designed to dispel the opinion of the e$isting customers owning various

policies of life insurance and pension plans. *ontinuing with its *ustomer ;irst philosophy,

"a!a! Allianz has significantly e$panded its presence to &< operational "ranches (&221%&22&4

1=), with the Advisor ;orce growing to over 1>,222. It has also strengthened its Alternate

6istribution channels, i.e. "an+ assurance, *orporate Agents and 6irect ?ar+eting, ma+ing

purchase of insurance more accessible. "an+ assurance and 6irect ?ar+eting channels have

contributed to over 1>@ of the Annualized 5remium.

"a!a! Allianz was amongst the first to identify the emerging opportunity in the 5ension

segment and launched two lin+ed pension products% #ifetime 5ension and #ife #in+ 5ension,

which have been well received in the mar+et.

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The branches, call centre, email and snail mail are the eyes and ears. Through the data they

collect via each of these channels, the company gets to +now, see what everyones thin+ing.

;urther, through specific surveys such as "0s, focus groups, annual customer satisfaction

surveys, advisor surveys and doctor surveys, the company get to +now the concerns and

e$pectations of all our customers. "ut the ball doesnt stop rolling until the company used this

information to improve the products and processes.

*onvenience and !udgmental sampling has been used for the convenience of the student. The

sample size was 122 and all the respondents were the e$isting customers of "a!a! Allianz.

The study is to analyze, identify, understand improve the satisfaction of the customer by

aligning the organization to address their various wants and needs. This pro!ect is a

combination of ?ar+eting urvey and "rand "uilding.

#a$a$ Allian% Lie In!urance Co&'an" Li&ited

"a!a! Allianz #ife Insurance *o. #td. is a !oint venture between two leading

conglomerates% "a!a! Auto, one of the biggest & and ' wheeler manufacturers in the world andAllianz A of ermany, one of the worlds largest insurance companies. "oth en!oy a reputation

of e$pertise, stability and strength. *haracterized by global presence with a local focus and

driven by customer orientation to establish high earnings potential and financial strength, "a!a!

Allianz #ife Insurance *o. #td. was incorporated on 1&th ?arch &221. "a!a! Allianz #ife

Insurance logs B C 1.2D bn (0s D&E2 cr.) in new business with profits of B C 1F.' mn (0s ='

cr.) & million policies in the ;G 2=%2E.

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(alient Features

It is the fastest growing private life insurance company in India.

*urrently has over ', 22,222 satisfied customers.

It has customer care centers in 1FF cities with &>,222 Insurance *onsultants providing

the finest customer service.

It is one of the Indias leading private life insurance companies.

#argest distribution networ+ to reach the customers across the country with &, 1',222

agents, >E= offices in >D2 towns, &22 corporate agents "anc assurance partners.

Achieving a growth of >D@ and registered a F&@ growth in net profits of 0s.&2 *rores over

the last year for the same period.

2.2 (tate&ent o the )roble&

The life insurance sector in India is in e$istence for more than fifty years. "a!a!

Allianz is a new player in India which is into the mar+et from past five years and now it stands

in a greater position amongst the private insurance companies. The company wants to improve

its mar+et share further with the help of information from this study. There are lots of new and

innovative concepts being brought into the mar+et by this company which serve to almost all

the age groups. The transparency between the customer and the organization is very high. This

study is made to +now and understand the satisfaction level of the customers of "a!a! Allianz,

which will identify the areas of improvement for "a!a! Allianz.

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2.* Ob$ecti+e! o the Re!earch

1. To understand the customer satisfaction level with respect to "a!a! Allianz, a leading

private life insurance company.

2. Bnderstand the brand image of "a!a! Allianz in the mar+et of life insurance products.

*. To understand the level of security that the customers have owning an insurance policy

of "a!a! Allianz.

2., (co'e o the Re!earch

A detailed survey of the Cu!to&er (ati!action o #a$a$ Allian% customer was under

ta+en in "angalore.

The scope of the study is defined below4

ince the survey was conducted in "angalore city it gives a good generalization on the

suitability of Insurance products for the urban customers.

The survey method used in the study could be further used by other

researchers to carry out the customer satisfaction in other parts of the

country.

The report gives detailed information of industrial and company

profile, which can be used as a data ban+ for further researches.

n the basis of information received from the customers of "a!a! Allianz, the

company can improve its service accordingly.

The study gives a detailed view on the positive negative points of theproduct to the management.

*onclusion recommendations have been given at the end of the study,

which can be used by the company to improve its performance

customer service.

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2.-. RE(EARC /ETODOLOG0

2.-.1 RE(EARC DE(IGN

This study is based on descriptive research methodThe considerations which

enter into ma+ing decision regarding what, where, when, how much, by what means constitute

a plan of study or a research design. The main aim of the study is to find out the Cu!to&er

(ati!action o #a$a$ Allian%in "angalore city. The study is descriptive in nature. urveys are

the best%suited methods for descriptive research, so survey method is used for the study.

Ta+ing into account the time factor, a survey was planned in the city of "angalore. In

this city there are substantial number of customers for "a!a! Allianz by which we can get the

idea about the customer psychology, perception and customer satisfaction.

A structured non%disguised 3uestionnaire was designed for the respondents. The

3uestion as+ed was in a pre%arranged order and the ob!ect of the en3uiry was revealed to the

respondents so as to ta+e them into confidence.

2.-.2 (A/)LING /ETOD

ampling methods are classified as either probability or nonprobability. In

probability samples, each member of the population has a +nown non%zero probability of being

selected. 5robability methods include random sampling, systematic sampling, and stratified

sampling. In nonprobability sampling, members are selected from the population in some

nonrandom manner. These include convenience sampling, !udgment sampling, 3uota sampling,

and snowball sampling. The advantage of probability sampling is that sampling error can becalculated. ampling error is the degree to which a sample might differ from the population.

:hen inferring to the population, results are reported plus or minus the sampling error. In

nonprobability sampling, the degree to which the sample differs from the population remains

un+nown.

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on random (convenience and !udgmental sampling) methods was used due to constraints on

time and cost.

2.-.2.1 (A/)LE (IE

ample size (122 customers) refers to the number of elements to be included in

the study. Important 3ualitative factors which were considered in determining of the sample

size included4

The importance of the decision, the nature of the research, the number of variables,

and the nature of analysis, sample sizes used in the similar studies, incidence rates, completion

rates and resource constraints.

2.-.2.2 (A/)LING TECNIUE

As the study was based on H*ustomer atisfaction I had to collect first hand

information from the customers so I chose personal interview method, where I met customers

personally in their house, office and got the re3uired data first hand.

2.-.2.* (A/)LE DE(CRI)TION

o research wor+ can be underta+en without the co%operation of the respondents, who

are interviewed from which data was collected through 3uestionnaire. Therefore, respondents

play an important role in these types of studies. The data collected were through 3uestionnaire.

The customers of "a!a! Allianz have filled the 3uestionnaire. The data regarding suggestions

were through general tal+.

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2.-.* (OURCE( O3 DATA

*ollection of facts and figures about a phenomenon is one of the most important steps for any

study whether it is related to business, management, economics, or natural sciences. *ollection

of data refers to systematic recording of results either by counting or by enumeration. The

entire structure of statistical analysis for any en3uiry is based on systematic collection of data.

"roadly spea+ing there are two types of data

5rimary 6ata econdary 6ata

)RI/AR0 DATA

5rimary data is that which is collected for the first time by investigators to serve a particular

purpose. uch a data is of original nature, the sources from where these data can be collected

are +nown as primary sources. 5rimary data can be collected by any one of the following

methods4

6irect 5ersonal Interview

Indirect ral Interview

?ailed 8uestionnaire ?ethod

chedule sent through numerators

In this report the primary data has been collected by personal interview schedule 3uestions

related to ob!ectives of the study from the ma!or portion of the interview schedule. It consistsof multiple choice 3uestions so that the respondents can easily mar+ one or more choice answer

and few 3uestion based so that they give the answers what they feel is right. ?ost mar+eting

research consists of surveying samples of people either by personal interview, by mail, by

telephone, or these days via computer.

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(ECONDAR0 DATA

econdary data refers to the data, which is originally collected and published by authorities

other than who re3uire it. uch data is already available in some government publications,

research study, !ournals, newspapers and magazines. It is observed that presently in large

number of investigations secondary data are generally used because of the availability of large

amount of reliable published data from the above said resources. Gou can save time and money

by utilizing e$isting information, research must be very careful in using secondary dataJ a

careful scrutiny has to be made. econdary data re3uired for the study has been gathered from

various sources, which has enabled the researcher to compare the previous data and the present

data. econdary data was collected from *ompany 5rofile, ?emorandum Association and

other boo+s.

2.-.*.2 )RI/AR0 DATA

5rimary data are collected directly from people and organizations via 3uestionnaires or

surveys before being analyzed to reach conclusions concerning the issues covered in the

3uestionnaire or survey. Thus 5rimary data is collected from the field and it consists of original

information gathered for a specific purpose. The obvious advantages of primary research are

that it is timely, focused, and involves no unnecessary data collection, which could be a wasted

effort. Thus the primary data collect was through telephonic interview calls

5rimary 6ata4 *ollecting information from the consumers through 3uestionnaires.

econdary 6ata4 *ollecting information regarding products and brands from

internet and company

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The considerations which enter into ma+ing decision regarding what, where, when, how

much, by what means constitute a plan of study or a research design. The main aim of the

study is to find out the Cu!to&er #u"ing )reerence! o in!urance 'olicie!of "A#I* in

"angalore city. The study is descriptive in nature. urveys are the best%suited methods for

descriptive research, so survey method is used for the study.

Ta+ing into account the time factor, a survey was planned in the city of "angalore. In

this city there are substantial number of customers for insurance policies by which we can get

the idea about the customer psychology, perception and customer satisfaction.

A structured non%disguised 3uestionnaire was designed for the respondents. The

3uestion as+ed was in a pre%arranged order and the ob!ect of the en3uiry was revealed to the

respondents so as to ta+e them into confidence. ;our types of 3uestions were included in the

3uestionnaire. They are %

6ichotomous

?ultiple choice

pen ended

0an+ing type

The respondents were surveyed at different parts of "angalore. In a time frame of four

wee+s of fieldwor+, E2 customers were surveyed

2.-., In!tru&ent De!ign

?ethod Adopted for communication is based on the recruitment ;or this we are came

a cross through the telephone, mail, and some personnel interviewing. In the personnel

interviewing we have the some assessment tools so they can be more easily than when

3uestioning is done by mail or phone. After these differing delivery mechanisms results

li+e different introduction and the instrument layout and its conclusion.

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i. pen 7 ended 3uestions

ii. *lose 7 ended 3uestions

iii. 6ichotomous 3uestions

iv. ?ultiple 7 choice 3uestions

v.

Attitude !cale!

vi. #i+ert scale

vii. emantic differential scale

viii. "ehavior intention scale

Likert (cale

The #i+ert scale is the most popular form of attitude scale because it is easy for

researchers to prepare and to interpret, and simple for consumers to answer. They chec+ or

write the number corresponding to their level Magreement or disagreementL with each of a

series of statements that describes the attitude ob!ect under investigation. The scale consists of

an e3ual number of agreement/disagreement choices on either side of a neutral choice.

A principal benefit of the #i+ert scale is that it gives the researcher the opinion of

considering the responses to each statement separately or of combining the responses to

produce overall score.

Dichoto&ou! ue!tion!

There are 3uestions, which as+ the respondents to choose between two given

alternatives. The choices given are Hyes, Hno, and Hneither li+e nor disli+e. (ometimes,

Hany other, please specifyNNNNNNN is used, instead of Hneither li+e nor disli+e.)

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The Questionnaires used were Multiple choice and dichotomous questions. ?ultiple

7 choice 3uestion encourages the respondent to describe and choose the options given where as

in dichotomous 3uestions, the respondents are as+ed to choose between two given alternatives.The choices given are Hyes, Hno.

2.-.- (TATI(TICAL TOOL(

tatistical tools such as tabulation, construction of charts, 5ercentage ?ethod for analysis from

the raw data are widely used.

As decided earlier, personal interview was decided as the method of collecting the

information. This is becauseJ this tool is much more helpful in obtaining data on such factors as

attitudes, satisfaction level, and mode of servicing, etc. The rate of reliable information to be

collected was higher in the method.

2.4 LI/ITATION( O3 TE (TUD0

ample size was not large enough to represent an entire population and was

limited to 1&F respondents.

The study was constrained only to "angalore city. A more intensive study

would be necessary to arrive at e$act conclusion.

The entire respondent did not answer each and every given in the

3uestionnaire.

The survey includes mainly the urban customers i.e., the response of the

rural customers is not much included, thus leading to some level of error in the

analysis.

:hile answering 3uestions people tend to give best answers instead of true answers.

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DATA ANAL0(I( AND INTER)RETATION

Data anal"!i! refers to the computation of certain measures along with searching for

patterns of relationship that e$ist among data groups.

This is essential for a scientific study and for ensuring that we have all relevant data for

ma+ing contemplated comparisons and analysis.

Inter'retationrefers to the tas+ of drawing inferences from the collected facts after an

analytical and/or e$perimental study. In fact, it is a search for broader meaning of research

findings.

Interpretation is essential for the simple reason that the usefulness and utility of researchfindings lie in proper interpretation. It is being considered as a basic component of research

process.

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Table51

A6ARENE(( O3 #A7A7 ALLIAN

-ow did you come to +now about H"a!a! Allianz life InsuranceK

(l.No)er!on 8ho 'ro&'ted to bu" No o re!'ondent!

1 5olicy holder &>

& *ustomer service &F

' "rand name &F

D Advertisement &&

Total 199

;rom the above table shows that &>@ of respondent given ratings on :)olic"

holder;, &F@ of respondent given ratings on HCu!to&er !er+ice;and Hbrand na&e;is the

ne$t best service in "A9A9 Allianz, &&@ of respondent given ratings on HAd+erti!e&ent;best

service in "A9A9 Allianz.

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Gra'h51

#elo8 gra'h !ho8! that re!'ondent 8ho 'ro&'ted "ou to bu" in!urance in #A7A7

Allian% lie In!urance.

2


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Table52

REA(ON 3OR TA>ING LI3E IN(URANCE

:hat is the main reason for ta+ing life insurance as benefitK

(L. NONo o #eneit! or in!urance holder

No o

re!'ondent!

1 Ta$ savings 'D

& safety 1&

' ;amily protection 'F

D -igh returns 1F

F ther D

Total 199

;rom the above Table shows that 'F@ of respondents ta+en M a&il" 'rotectionL is

the main reason for ta+ing life insurance as benefit and other 'D@ of respondent ta+en M ta?

!a+ing!@ as a benefit and other 1&@ of respondents ta+en !aet"@as a benefit and 1F@ ofrespondents ta+en high return@ as a benefit and remaining D@ of respondents ta+en both

benefit.

0espondentLs main reason for ta+ing life insurance for family protection and less no

respondent chosen as safety

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Gra'h52

#elo8 chart !ho8! that &ain rea!on or taking lie In!urance a! #eneitB

34%

12%

35%

15%

4%

0%

5%

10%

15%

20%

25%

30%

35%

40%

Tax s avings Safety Family protection High returns Others

#eneit!

)ercentage=

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Gra'h *

#elo8 gra'h !ho8! that the recent e?'erience 8ith #a$a$ Allian%

17%

54%

22%

7%

0%

0%

10%

20%

30%

40%

50%

60%

Superior Very satis factory Above average Some whatunsatisfactory Very poor

E?'erience

)ercentag

e=

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Table5,

)ROCE(( O3 GETTING CONCERN( RE(OLED

The process of getting your concern resolved was

(L. NO 'roce!! o getting "our concernre!ol+ed

No o re!'ondent!

1 uperior @ of respondent shows :&ore ad+antage! on 'olice!;

compared to other company, &=@ of respondent shows Huick tran!action; compared to

other company, 1D@ of respondent shows :)ro&'tne!! o !ending re&inder! or 'a"&ent

o 're&iu&; compared to other company, 1&@ of respondent shows :Inor&ation on

'olice!;compared to other company.

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Gra'h52@


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D -ealth >

F *hildren plan =

= thers D

Total 199

The above Table shows us the most bought policies by the customers. The highest number

of policies bought are HBnit lin+ed, H5ension and H#ife time.

Inerence4 F1@ of the respondents have bought Bnit lin+ed policies.

Gra'h51,

#elo8 gra'h !ho8! u! the t"'e o 'olic" o8ned b" the cu!to&er!.

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Table51-

3EELING O3 (ECURIT0

-ow secured do you feel owning an insurance policyK

(l.No

3eeling o !ecurit" No o re!'ondent!

1 -ighly secured '1

& omewhat secured DE

' eutral &&

D :astage of money 2

Total 199

The above Table shows the level of security that the customer feels after

owning the policy of "a!a! Allianz. ?ost of them feel somewhat secured and some of them

feel highly secured so the policies have a good image in the minds of the customerLs minds.

InerenceBE


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Gra'h51-

#elo8 gra'h !ho8! the le+el o !ecurit" that the cu!to&er eel! ater o8ning the 'olic" o

#a$a$ Allian%.

31%

47%

22%

0%

2@

F@

12@

1F@

&2@

&F@

'2@

'F@

D2@

DF@

F2@

-ighly secured ome what secured ,eutral :astage of money

3eeling o !ecurit"

)ercentage=

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Table514

ONLINE (ERICE(

Are you satisfied with the online services provided by the "a!a! AllianzK

(L. NOU'dating about ne8 'olice! No o

re!'ondent!

1 ometimes &>

& o 1&

' Ges =2

Total 199

The above table shows that the satisfaction level of online services provided by

"a!a! Allianz. ?ost of the customers feel yes and some are informed sometimes. o in this

case there is a need of improvement.

InerenceB=2@ of the respondents are satisfied , &E@ are sometimes informed and the rest

were never informed.

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Gra'h514

#elo8 gra'h !ho8! that the !ati!action le+el o online !er+ice! 'ro+ided b" #a$a$ Allian%.

2


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,.1 3INDING(

This section has been e3uipped with all the related findings of the researcher the researcher has

tried and analyzed all the aspects such as variables and factors given in the 3uestionnaire. Theresearcher has given all the findings individually.

1. The customers are very satisfied with the performance of the company. They feel the

company has given a lot of importance to the needs of customers and have come out

with innovative and great products.

&. ?ost of the respondents feel that their concerns were resolved very well as and when

re3uired.

'. The products or the policies are really good as per the customersJ they are highly

satisfied with the benefits and features of the policies.

D. The advisors are rated to be very +nowledgeable and highly s+illed.

F. The advisors have performed very well in simplifying the complications involved in

buying the policies.

=. The advisors have displayed high level of positive 3ualities li+e friendly nature,

patience, enthusiasm, good listening and efficient responses.

E. There is some improvement re3uired in the advisors as the customers feel they are

sometimes not very enthusiastic.

>. The advisors have mostly been updating the customers with the newly launched

products or policies.


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,.2 (UGGE(TION(

1. The company should promote all the products individually than !ust promoting its

brand as a life insurance company which will help in increasing the mar+et share.

&. The advisors should always update their customers with the new product launched by

the company.

'. Transferring of the phone call to the right person should become faster and effective in

the customer care department.

D. There customers sometimes felt that the advisors were not on very punctual.

F. There is improvement re3uired in the case of customer waiting time for their 3uestion

to be addressed.

=. The customerLs service department has to improve their product +nowledge and

communication s+ills in regional languages.

E. ome of the customers feel that the advisors were not very confident when they met.

The advisors should improve their communication s+ills.

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UE(TIONNAIRE

6ear sir/madam,

I am ?adhu +iran.v, currently pursuing ?"A in ew -orizon college of

ngineering. This 3uestionnaire helps, for the purpose of collecting your valuable information

regarding "A9A9 A##IAP life insurance. I shell e$tremely than+ full if you spare few

minutes to complete my 3uestionnaire which would help me to complete my pro!ect on

*ustomer satisfaction level towards life

Insurance services provided by "a!a! Allianz life insurance company limited.

ame of respondent4

Address4

Age of respondent4

81. -ow did you come to +now about H"a!a! Allianz life InsuranceK

(a) 5olicy holder (b) *ustomer service

(c) "rand name (d) Advertisement

8&. :hat is main reason for ta+ing life insurance for as benefitK

a) Ta$ savings b) safety

c) ;amily protection d) high return

e) If other specify

8'. In thin+ing about the most recent e$perience with "a!a! Allianz life Insurance, pleasecomment on the 3uality of service you received.

a)uperior b)Oery satisfactory

c) Above average d) ome what unsatisfactory

e) Oery poor

In case of unsatisfactory, specify whathappenedQQQQQQQQQQQQQQQQQQQQQQQQQQQQ..

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8D. The process of getting your concern resolved was



e) Oery poor

8F. 5lease thin+ about the features and the benefits of the product( policy) itself. -ow satisfiedare you with the product.



e) Oery poor

If not satisfied please describe whyQQQQQQQQQQQQQQQQQ..

8=. The following 3uestion pertain to the customer service representative( advisor) you meetmostly.

trongly agree Agree eutral 6isagree

0ep was verycourteous

0ep handled

call 3uic+ly0ep was very+nowledgeable

8E. :hat is your opinion about promptness of "a!a! Allianz life insurance compared to otherson settlement of claims after maturityK

a) "etter

b) n progressive

c) #ess effective

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8>. Are you satisfied with the fallowing services provided by "a!a! Allianz

a) Information on policies while purchasing polices

b) ?ore advantages on polices compared to other company

c) 8uic+ transaction

d) 5romptness of "a!a! Allianz in sending reminders for 5aymentf premium

8


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81&. 6oes the advisor update you with new products or the policies that the company haslaunchedK

a) Ges b) o

c) ometimes

81'. The customer service

a) ave me the wrong information b) 6idnLt understand the 3uestion

c) ave unclear answers d) couldnLt solve problem

e) 6isorganized f) o improvement needed.

therQQQQQQQQQQQQQQQQQ

81D. :hich policy of I*I*I 5rudential do you ownK

a) ave and protect b) mart +id

c) #ife time d) #ife time pension

e) *ash bac+

thersQQQQQQQQQQ

81F. -ow secured you feel owning an insurance policy

a) -ighly secured b) omewhat secured

c) eutral d) :astage of money

:hyQQQQQQQQQQQQQQQQQ

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#I#LOGRO)0

*ompany broacher and pamphlet.

:ebsites4

www.ba!a!allianzlife.com

www.allianzba!a!.co.in

www.google.com

ewsletter and magazines.

Rennith 9r blac+, -arold 6, 9r s+ipper, life insuranceJ 5rentice -allJ

1

customer satisfaction of bajaj allianz

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