REFERENCE TO WOMEN POLICY HOLDERS IN THANJAVUR DISTRICT QUESTIONNAIRE FOR THE POLICY HOLDERS D 5. Above 60 n

Transcription

1 CUSTOMER SATISFACTION IN LIFE INSURANCE WITH SPECIAL REFERENCE TO WOMEN POLICY HOLDERS p IN THANJAVUR DISTRICT QUESTIONNAIRE FOR THE POLICY HOLDERS 1. Name : 2. Age : \. Below 30 D n n D 5. Above 60 n 3. Marital status: 1. Married, D 2. Unmarriea~a-\Separated n 4. Widowed n 4. Religion : 1. Hindu n 2. Muslims n 3.Christians n 4. Others n 5. Size of family : 1) 2 members 2) 3members 3) 4members 4) 5members 5) morethans 6. Occupation & Designation: 7. Educational Qualification: 1) School Education 2) Graduation 3) Post Graduation 4) Technical education 8. Monthly Income: 1; Income Less than Rs ) Income Rs Rs, 10,000 3) Income above Rs. 10, Monthly Income of family: 1) Income Less than Rs ) Licome Rs Rs, 10,000 3) Income above Rs. 10,

2 10. Monthly entertainment expenses of family : 1. Below Rs Mode of savings: 2. Rs.lOl- Rs Above Rs.200 Mode Bank PO Chit >hares P.F jew Real estate Insur ance Rank (1-8) 11a) Rank your perception on Insurance as Risk cover Tax saver Savings instrument 12. No of Insurance Policies taken 1. one 2.two 3. three 4. four 5. more than four 13. Details of Insurance Policies taken a. Whole life b. Term Insurance c. Money back d. Annuity e. Health f. Endownment g. ULIP &others. 234

3 14.Total Sum assured of the respondent 1. Below Rs. 1, 00, Rs. 1, 00,000-2, 00, Rs.2, 00,000-3, 00, Rs.3, 00,000-4, 00, Above Rs.4, 00, Mode of Premium payment; SINGLE Yes I Yearly HY Q M 16. Method of payment; SSS Direct Through Agent 17. Premium payable per annum: 1. Less than Rs Rs Rs Above Rs Do you think that the poucy you have chosen alone suits your need? No 2 can't say The sum assured for life 1. More than sufficient 2. Sufficient 3. Insufficient 235

4 20. Will you take another policy in future? 1. Immediately 2. After some time 3. Not yet decided 4. Never 21. Under how many agents have yoii taken the policies? a. One b. Two c. Three d. Four 22. What criteria did you adopt for selecting an agent? (If more than one indicate the rank) 1. Relative 2. Friend 3. Advisor 4. Offering gifts 5 Knowledgeable in the field 6. Interested in the welfare of the pohcy holder. 7. Accessibility 8. Good salesmanship 9. Use of official pressure 10. Prompt service provider 11. Paying some first premium installments 23. How frequently does the agent meet you? 1 at least two to three times in a year 2. Meets every month 3. Meets whenever his help is sought 4. Whenever I fail to pay premium 5. Never meets at all 6. Whenever new policies are launched 24. Does the agent enlighten you about the advantages and disadvantages of the New PoHcies and about the fate of existing poucies at the time of meeting? 1. Always 2. Approached 3. Never 25. What role does the agent play in fulfilling the formahties at the time of taking policies? a. Does every thing b. Gives instruction and asks us to fulfill them 236

5 26. How do you perceive the importance of agent's role is essential in the following attributes? ATTRIBUTES Not ac all impoi tant 1 Least Import 2 Moderate ymp 3 More Imp 4 Extrem e Imp.5 1. assisting in selecting the needed policy 2. delivering the documents promptly 3. ensuring regular payment of premium 4. rendering services while policy is in force 5. meeting customers at regular intervals 6. assist to avail pohcy loans 7.representing the grievances 8. informing new products and benefits 9. ensuring timely claim settlements 27 Indicate the level of satisfaction v/ith the services rendered by the agent. Particulars Highly Satisfied 5 Satisfied to some extent 4 1. policy selection 2.dehvery of documents 3. payment of premium 4. In rendering services when policy is in force 5. frequency of meeting with Satisfied 3 Less Satisfied 2 Not at all satisfied 1 237

6 the policy holders 6. getting policy linked loans 7. Grievance redressal 8, Information about new products 9. poucy claims 28. Level of dependence on the agent or LIC office for services? 1. Completely on the agent 2. Mostly on the agent and to some extent on branch office 3. Mostly on the branch and to some extent on agent 4. Completely on branch 29. Did you have a sound knowledge of the various features of the policy at the time of taking it? a. Premium rates b. Bonus percentage c. Loan facility d. Maturity value e. Accident benefit Yes I f. Mode of payment 30. What is your opinion about the premium rates? 1. Too high 2. Moderate. 3. Low 31. Do you know anything about the rate of penal interest for lapsed policies, and delayed payment? l.yesl

7 32 How do you feel that the penal interest charged by the LIC for late payment of premium? l.high 2. Moderate 3. Low 4 Unaware 33. a) Has any of your policy ever lapsed because of non payment of premium? l.yesl 2. b)if yes, how did you revive it? Please specify a. Revived the policy as and when it was brought to my knowledge by the LIC Branch office b Revived the policy as and when it was brought to my knowledge by the agent 34. Are you aware of the entry of private players in Insurance Industry? l.yesl Do you favour the entry in to Insurance Industry? 36.a) If you find surplus money, will you purchase Private Insurance policies? 36. b) If yes, mention which makes attractive? 1. Advertising 2. Lower premium 3. Better service 4 brand name of insurer 37. Have you ever come across any private life insurance agents? 38. Do you feel that the performance of LIC gets improved after the entry of private players? 1. Totally agree 2. Agree to large extent 3. Agree to some extent 4. Totally disagree 5. Can't say. 239

8 39. Indicate your perception regarding which of the insurer performs well in the following aspects: a. Novel policy features b. Ease of forms 1 Lie 2PVT 1 Lie 2PVT c. Effective advertisements ILIC 2PVT d. Courteous agents ] LIC 2 PVT e. Lower premiums ILIC 2 PVT f. Reliability ILIC 2 PVT g. Claim settlement ILIC 2 PVT h. Grievance redressal ILIC 2PVT 40. How many times have you visited the LIC branch office? 1. Only once 2. Regularly 3.Occasionally 4. not so for 41. What is the distance between your place and the LIC branch office? 1. Below 10 k.ms Kms K.ms 4. More than 30 Kms 42.What is your opinion about the physical facihties available in the branch office? 5/ 4/ 3/ II 1/ Spacious Highly wsat/ sat.some ext./ satisfied/ less sat/ not satisfied b. Seating arrangements Highly Sat/ sat.some ext./ satisfied/ less sat/ not satisfied c. Drinking water Highly Sat/ sat some ext./ satisfied/ less sat/ not satisfied d. Ventilation Highly Sat/ sat.some ext./ satisfied/ less sat/ not satisfied e. Illumination Highly Sat/ sat.some ext./ satisfied/ less sat/ not satisfied f. Interior decoration Highly Sat/ s^it.some ext./ satisfied/ less sat/ not satisfied g. Space for Queues Highly Sat/ sat.some ext./ satisfied/ less sat/ not satisfied h. Placement of sign board. Highly Sat/ sat.some ext./ satisfied/ less sat/ not satisfied 43. Have you ever availed policy loans from the LIC? l

9 44. Why do you prefer policy loans, it is for 1. Low rate of interest 2. Quick realization of loan 3. Convenient repayment of terms 4. No compulsion for immediate repayment 5. No necessity for collateral security 6. All the above 45. Do you repay the loan properly? Yes / No. If No, what are the obstacles that you come across in repayment? a. No stipulated time limit of repayment b. Compound rate of interest c. No reminders from the LIC d. Any other reason 46. How do you come to know about the new policies that are introduced now and then? 1. Through advertisements 2. Through friends 3. Through agent 47. Do you receive the premium notices and bonus information regularly? l.yesi Have you ever read the policy document in full and get the correct meaning? l Whether the Agents and Development officers helped in Claims settlement?

10 50. Indicate the level of satisfaction with the services rendered by LIC; Particulars a. ease of forms b. medical examination c. Product features d. Granting of policy loans e. loan recovery procedures f. settlement of claims g. grievance settlement h. Amount of premium i. issue of premium demand notice j. Bonus amount k. change of nomination 1. surrender of policy m. revival of policy n. change of address 0. transfer of policy p. policy status notice q. courtesy of staff r. age of admission Much L.T expected Less Than exp. As exp More Than expected Much more expected 51. Are you aware of any health insurance policy? l.yes ] How dp you perceive health insurance policy? 1 highly useful 2. useful to certain extent 3. useful 4. No comments 242

11 53. What is your annual medical expenses of the family? 1. Below Rs Rs Rs Above Rs Are you aware of the following? a. UUP b. Pension policy c. IRDA d. Women policies e. Group insurance f. Guaranteed additions g. Bonus rate h. Surrender of policy FuUy aware / Partially aware / Unaware Fully aware/ Partially aware/ Unaware 55. State any other facihties expected by you from the insurance companies? Please mention 56. Which type of policy do you suggest for women as more useful? Please rnention 57. Any special suggestions for insurance companies? Please mention 243