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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.
-* "AA#0 FF
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8/12/2019 Customer Satisfaction of Bajaj Allianz
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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
a)uperior b)Oery satisfactory
c) Above average d) ome what unsatisfactory
e) Oery poor
8F. 5lease thin+ about the features and the benefits of the product( policy) itself. -ow satisfiedare you with the product.
a)uperior b)Oery satisfactory
c) Above average d) ome what unsatisfactory
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
-* "AA#0 =2
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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
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