Beruflich Dokumente
Kultur Dokumente
CONCEPTUAL FRAMEWORK
1.1 INTODUCTION
1 | Page
Insurance is not the sale of products, but servicing customers. It is a system, by which
the losses suffered by a few are spread over many, Exposed to similar risks. Insurance is a
protection against financial loss arising on the happening of an unexpected event. Insurance
companies collect premiums to provide for this protection. A loss is paid out of the premiums
collected from the insuring public and the Insurance Companies act as trustees to the amount
collected. The very fundamental principle of spreading of the risk is actually practiced by the
insurance companies by reinsuring the risks that they have insured. The opening up of the
Insurance Sector to Private Companies, has made available more products and world class
service to Indian Customer.
This project has been made with an objective to give an insight into various facts of
General Insurance sector in India. An attempt has been made to explain the apex body of
General Insurance. i.e. General Insurance Corporation of India, its structure, products and
subsidiaries.
Also the review of latest entrants into insurance sector viz. private players like
CholaGeneral Insurance Company, TATA AIG General Insurance Company, Reliance General
Insurance Company limited, IFFCO Tokyo General Insurance Company, Royal Sundaram
General Insurance Company limited and ICICI Lombard General Insurance Company have
been described in brief, Due to the growth in the technological sector of the country, the
insurance companies have started utilizing these technologies to it as optimum level.
1.2 CONCEPT OF MARKETING
"Marketing is the process of planning and executing the conception, pricing,
promotion, and distribution of ideas, goods, services, organizations, and events to create and
maintain relationships that will satisfy individual and organizational objectives."
The American Marketing Association (AMA) states, "Marketing is an organizational
function and a set of processes for creating, communicating and delivering value to customers
and for managing customer relationships in ways that benefit the organization and its
stakeholders."
Marketing is an ongoing process of planning and executing the marketing mix
(Product, Price, Place, and Promotion) for products, services or ideas to create exchange
between individuals and organizations. Marketing tends to be seen as a creative process,
which includes advertising, distribution and selling. It is also concerned with anticipating the
customers' future needs and wants, which are often discovered through market research.
In general, marketing activities are all those associated with identifying the particular
wants and needs of a target market of customers, and then going about satisfying those
customers better than the competitors. This involves doing market research on customers,
analyzing their needs, and then making strategic decisions about product design, pricing,
promotion and distribution.
2 | Page
responsibility. Within the larger scope of its definition, marketing is performed through the
actions of three coordinated disciplines named: Product Marketing, Corporate Marketing,
and Marketing Communications.
1.3 CUSTOMER SATISFACTION
It is a term frequently used in marketing, is a measure of how products and services
supplied by a company meet or surpass customer expectation. Customer satisfaction is
defined as "the number of customers, or percentage of total customers, whose reported
experience with a firm, its products, or its services (ratings) exceeds specified satisfaction
goals."
It is seen as a key performance indicator within business and is often part of a
Balanced Scorecard. In a competitive marketplace where businesses compete for customers,
customer satisfaction is seen as a key differentiator and increasingly has become a key
element of business strategy.
Within organizations, customer satisfaction ratings can have powerful effects. They
focus employees on the importance of fulfilling customers expectations. Furthermore, when
these ratings dip, they warn of problems that can affect sales and profitability. These metrics
quantify an important dynamic. When a brand has loyal customers, it gains positive word-ofmouth marketing, which is both free and highly effective.
Therefore, it is essential for businesses to effectively manage customer satisfaction.
To be able do this, firms need reliable and reprehensive measures of satisfaction. In
researching satisfaction, firms generally ask customers whether their product or service has
met or exceeded expectations. Thus, expectations are a key factor behind satisfaction. When
customers have high expectations and the reality falls short, they will be disappointed and
will likely rate their experience as less than satisfying.
The importance of customer satisfaction diminishes when a firm has increased
bargaining power
There is a substantial body of empirical literature that establishes the benefits of customer
satisfaction for firms. Customer satisfaction provides a leading indicator of consumer
purchase intentions and loyalty. Customer satisfaction data are among the most frequently
collected indicators of market perceptions. Their principal use is twofold:
1. Within organizations, the collection, analysis and dissemination of these data send a
message about the importance of tending to customers and ensuring that they have a
positive experience with the companys goods and services
2. Although sales or market share can indicate how well a firm is performing currently,
satisfaction is an indicator of how likely it is that the firms customers will make
further purchases in the future. Much research has focused on the relationship
between customer satisfaction and retention. Studies indicate that the ramifications of
4 | Page
5 | Page
CHAPTER II:
METHODOLOGY
6 | Page
Overall satisfaction
Product-specific satisfaction
Brand perception
Pricing
Timeliness of delivery
7 | Page
8 | Page
9 | Page
Sample size: Sample size included had covered a set of 150 customers.
Methodology:
In this project the primary data is collected through a questionnaire which consists of
17 questions. Secondary data information was collected from journals, magazines and
company handbook and also with interaction with customers in Visakhapatnam.
Limitations of the Study
The limited period allocated for the survey is not sufficient to analyze the market.
There is possibility of collecting biased opinions from the customers.
The survey is limited to area of Visakhapatnam only.
The survey was conducted to customers of CholaVizag only.
Some respondents refused to give information.
10 | P a g e
CHAPTER III:
ORGANISATION PROFILE
11 | P a g e
12 | P a g e
9.92 per cent and IFFCO Tokio with a premium of Rs. 18, 15.50 crore and 4.26 per cent
market share and annual rate of 4.34 per cent.
Among the public sector players, New India garnered a market share of 16.66 per
cent, Rs.7, 096.53 crore premium and an annual rate of 17.62 per cent, followed by United
India with a market share of 14.97 per cent with Rs.6.376.35 crore premium, National with a
market share of 14.36 per cent with Rs.6115.41 crore premium and annual rate by 13.65 per
cent and Oriental with a market share of 12.77 per cent, Rs.5439.60 crore premium and an
annual rate 14.74. If this trend continues, private insurer would dominate the public sector
like New India Insurance Corporation. It is obviously reflect the insurance sector has facing
the challenges with foreign counter parties as well as private counter parties and lot more
opportunities are prevailing to penetrate the insurance business among the uncovered people
and area of India. Further, it leads to economic development of the country. In this regard, it
assumes greater significance to conduct debate among the inter- disciplinary persons.
13 | P a g e
Mission
As a responsible, customer focused market leader, we will strive to understand the insurance
needs of the consumers and translate it into affordable products that deliver value for money.
Achievements
Cholahas received iAAA rating, from ICRA Limited, an associate of Moody's Investors
Service, for Claims Paying ability. This rating indicates highest claims paying ability and a
fundamentally strong position.
14 | P a g e
employees. At the top of the international group is the holding company, Allianz AG, with its
head office in Munich.
Allianz Group provides its more than 60 million customers worldwide with a
comprehensive range of services in the areas of
Cholatoday has centers in 200 cities spread across the length and breadth of the
country. From Surat to Siliguri and Jammu to Thiruvananthapuram, all the offices are
interconnected with the Head Office at Pune.
It has joined hands with Allianz to provide the Indian consumers with a distinct option
in terms of life insurance products.
As a promoter of CholaLife Insurance Co. Ltd., Bajaj Auto has the following to offer Financial strength and stability to support the Insurance Business.
A strong brand-equity.
A good market reputation as a world class organization.
An extensive distribution network.
Adequate experience of running a large organization.
Rate making
Underwriting
Products
Claim settlement
Renewals
3.2.4 Products
1. Motor:
A) Car Insurance:
Car insurance policy is the most important document in your vehicle. Along with
comprehensive coverage against physical damage, bodily injury and cover against third-party
liability, car insurance brings confidence and peace of mind. All this is backed by superior
claims servicing capability and fast settlement record.
B) Two Wheeler Insurance:
Two wheeler is about freedom and the Cholatwo wheeler insurance policies have been
designed to set you free. Our comprehensive policy provides hassle free protection to your
two wheeler against physical damage, theft and third party liability.
Benefits (For Car&2 wheeler):
16 | P a g e
In just 4 easy steps get your Two Wheeler Insurance or Insurance Renewal done
Cashless claims at over 1500 preferred garages, Get 75% on account payment when
cashless facility is not available
Transfer up to 50% of your existing No Claim Bonus from any insurance provider
Instant Claims Assistance and SMS updates on your motor claim status through our
24x7 call-centers
Bajaj Allianz' preferred workshops give you access to Hassle Free Inspection, High
Service Standards
Loss or Damage to your car and two wheeler against Man-made Calamities Burglary,
theft, riot, strike, malicious act, accident by external means, terrorist activity, any
damage in transit by road, rail, inland waterway, lift, elevator or air.
Personal Accident Cover Coverage of Rs. 1 Lakh for the individual owner/driver of
the vehicle while driving or travelling, mounting or dismounting from the two
wheeler. Optional personal accident covers for co-passengers available.
Third Party Legal Liability Protection against legal liability due to accidental damages
resulting in the permanent injury or death of a person, and damage caused to the
surrounding property.
2. Travel:
A) Travel Companion:
The Travel Companion Policy is a comprehensive package which provides complete medical
and health cover to the international traveler in 3 packages such as Care, Secure, and Value.
With different sum assured and benefits. It designed for Individual, Family, and Senior
Citizen (61-70). The policy premium varies including or excluding USA, Canada.
Coverage:
Medical Expenses, Evacuation and Repatriation
Emergency dental pain relief
Loss of Checked Baggage
17 | P a g e
Delay of Baggage
Personal Accident
Hijack
Trip Delay
Emergency Cash Advance
Golfer Hole-in-one
B) Travel Elite:
This Plan is for those who travel a class apart. It gives the discerning traveler an array of
policies to choose from, with each policy customized to meet your specific needs. Depending
upon whether one is a student, businessman, corporate executive, senior citizen or one
traveling with the family, one can choose.
It has 3 packages such as Silver, Gold, and Platinum with different sum assured and benefits.
It designed for Individual, Family, Senior Citizen (61-70), and Senior Citizen (71-75). The
policy premium varies including or excluding USA, Canada.
Coverage:
C) Student Travel:
It Make student Dreams Come True without Worries. It designed special for students who
study in abroad. It make your travel risk free, choose from an array of Student Travel
Insurance plans that offer protection for your travel, as well as coverage for other essential
needs such as medical and hospitalization help.
It has Companion, Elite, and Scholars Guide & Brilliant minds which sub dived into
Standard, Silver, and Gold where Premium and sum assured vary
Coverage:
18 | P a g e
It is a unique health insurance plan that allows you to extend your existing health insurance cover.
If the sum insured of your existing health insurance plan does not suffice for expenses due to
illness or accidents, Extra Care health insurance policy takes care of the additional hospitalization
expenses.
3.
Health
A) Individual Health guard:
It is to stand by during those difficult times of physical and mental stress. Health Guard
policy takes care of your hospitalization expenses & offers a wide coverage of pre & post
hospitalization expenses. We are the first insurance company to offer a sum insured of Rs. 10
lacs.
B) Health Ensure:
The Health Ensure policy is the perfect health protection for you and your family. It takes
care of medical treatment costs incurred during hospitalization due to serious accident or
illness.
C) Extra Care:
The member has cashless facility at over 2300 hospitals across India
With Health Guard, the member has access to cashless facility at various
empanelled hospitals across India.
Pre and post - hospitalization expenses covers relevant medical expenses incurred
60 days prior to and 90 days after hospitalization
20% co-payment applicable for members of age group 56 -65 years, opting this
policy for first time
Access to over 2300 hospitals all over India for cashless facility.
Income tax benefit on the premium paid as per section 80-D of Income Tax Act as per
existing IT law.
Health Check up for maximum amount of Rs. 1000 /- at the end of continuous four
claim free years
20 | P a g e
4. Property Insurance:
A) Home Insurance:
Its a simplified home insurance policy designed for your convenience. This comprehensive
package policy is designed to cover various risks and contingencies faced by home owners.
Coverage:
Baggage
Electronic appliances
Benefits:
B) Shopkeeper Insurance:
Shopkeeper policy safeguards your shop from thefts and robberies. It keeps the shop secure
even when it's closed. This unique shop insurance policy is designed to cover risks and
difficulties faced by you as a shopkeeper. It provides a huge protection for the shop property,
interests of the insured and your partners in the business.
Coverage:
Interruption
Exclusions:
Damage arising due Business interruption caused by terrorist activities
Note: Terrorism cover can be opted for extra premium.
C) Corporate insurance:
i) Engineering Insurance:
Contractors All Risk:
Covers civil construction projects, such as residential / commercial buildings, theatres,
factory sheds, warehouses, roads, bridges, dams, reservoirs, tunnels, oil / gas pipelines,
water / sewage disposal works, etc. Perils covered. The Sum Insured shall include landed cost
at site of imported / indigenous materials, construction cost (including visits of specialists /
experts, supervision charges). It is the completely erected value of property inclusive of
freights, custom duty, erection cost adjusted to fluctuations in wages / prices.
Boiler and Pressure Plant Insurance Policy:
It covers for damages under boilers Pressure plant other than by fire, to boilers & pressure
plant and to its surrounding property including third Party legal liability arising due to
explosion and collapse of the plant during its normal course of working
Machinery Loss of Profits Insurance:
This insurance policy covers reduction in turnover / output and increased cost of working of a
company due to accidental damage to machinery / boilers affected in stated premises.
work or at rest. Machinery being dismantled for cleaning/overhauling and in course of these
operations being shifted within specified premises or being re-erected subsequently also
covered
Electronic Equipment Insurance:
This policy covers entire range of Electronic Equipment from a personal computer to
sophisticated gadgetry. It covers any unforeseen and sudden physical loss or damage to
electronic equipment from any cause, external data media and the expenses for reconstruction
and re-recording of information and increased cost of working.
ii) Standard Fire and Special Perils Policy:
It offers the Standard Fire & Special Perils policy, which will support you in such trying
times. This insurance policy safeguards you against the losses that can arise due to a fire and
perils to buildings, plant & machinery, stocks, furniture and fixtures against loss or damage
Coverage:
Fire
Lightning
Explosion/Implosion
Aircraft Damage
Impact damage
Bush Fire
Coverage:
24 | P a g e
Individual Policy: Under this policy only one individual is guaranteed per policy.
Collective Policy: This option covers the entire staff or number of selected people.
One policy is issued showing amount of guarantee against the name of each
individual covered.
Floating Policy or Floater: This cover is an extension of the collective policy, where
the sum insured for the whole group is mentioned and not for an individual. The
names of the group members with their designations are mentioned in the schedule of
the policy. Each claim reduces the sum insured and has to be reinstated by paying
extra premium.
Position Policy: The Policy schedule contains 'positions' rather than the names of
individuals unlike in collective policy; with the sum insured specified for each
position. The liability for each position is limited to the amount of sum insured
against each position irrespective of the number of people working in that position.
x) Marine Insurance:
25 | P a g e
26 | P a g e
CHAPTER IV
ANALYSIS OF STUDY
Respondents
30
Percentage
20
27 | P a g e
Private Sector
Self Employed
Others
Total
30
66
24
150
20
44
16
100
Chart: 1
Interpretation:
44percent of customers are self employed, 20percent of customers are Private and Public
sector each respectively, 16Percent of customers are others.
Respondents
18
105
27
150
Percentage
12
70
18
100
28 | P a g e
Chart: 2
Interpretation:
70Percent of customers have two vehicles, 18Percent of customers have more than two
vehicles and 12Percent of Customers have more than one vehicles.
Respondents
Percentage
Yes
87
58
No
63
42
Total
150
100
29 | P a g e
Chart: 3
Interpretation:
58Percent customers have insurance in other companies; 42Percent customers do not have
insurance in other companies.
30 | P a g e
4. Type of company chosen by the customer when they already have a policy:
Respondents
84
18
30
18
150
Percentage
56
12
20
12
100
Chart: 4
Interpretation:
56Percent of customers have insurance in public life insurance companies, 20Percent of
customers have insurance in public general insurance companies
12Percent of customers have insurance in private life insurance and public general insurance
companies respectively.
31 | P a g e
Respondents
12
42
66
18
12
150
Percentage
8
28
44
12
8
100
Chart: 5
Interpretation:
44Percent of customers are retained for 3Years, 28Percent of customers are retained for
2Years, 12Percent of customers are there since 4Years, and 8Percent of customers are
there for more than 4Years and 1 year each respectively.
32 | P a g e
Respondents
42
78
18
12
00
150
Percentage
28
52
12
8
00
100
Chart: 6
Interpretation:
52Percent of customers are satisfied in Responsiveness of company; 28Percent of customers
are more satisfied in Responsiveness of company; 12Percent of customers less satisfied in
Responsiveness; and 8Percent of Customers awarded Poor in Responsiveness of company.
33 | P a g e
7. Professionalism of company:
Table: 7-Professionalism
Professionalism
Very Good
Good
Average
Poor
Very Poor
Total
Respondents
00
66
72
12
00
150
Percentage
00
44
48
8
00
100
Chart: 7
Interpretation:
48Percent customers rated average, 44Percent of customers rated good, and 8Percent of
customers rated poor towards Professionalism of company.
34 | P a g e
8. Delivery of product:
It is the process of transporting goods or services. The general process of delivering goods is
known as distribution
Respondents
108
30
12
00
00
150
Percentage
72
20
8
00
00
100
Chart: 8
Interpretation:
72Percent of customers awarded very good, 20Percent of customers awarded good, and
8Percent of customers awarded average in Delivery of Product.
35 | P a g e
9. Premium charged:
Premium is the actual amount of money charged by insurance companies for active coverage.
An insurance premium for the same service can vary widely among insurance providers,
which is why experts strongly recommend getting several quotes before committing to an
insurance policy
Table: 9-Premium
Category
Very Good
Good
Average
Poor
Very Poor
Total
Respondents
30
108
12
00
00
50
Percentage
20
72
8
00
00
100
Chart: 9
Interpretation:
72Percent of customers rated good; 20Percent of customers rated very Good; 8Percent of
customers rated average in levying Premium towards customer.
36 | P a g e
Respondents
24
96
18
12
00
50
Percentage
16
64
12
08
00
100
Chart: 10
Interpretation:
64Percent of customers awarded good, 16Percent of customers awarded very good, 12Percent
of customers awarded average in claim Process, and 8Percent of customers awarded poor in
Claim Process of the company.
37 | P a g e
Percentage
24
64
08
04
00
100
Chart: 11
Interpretation:
64Percent of customers awarded good, 24Percent of customers awarded very good, 8Percent
of customers awarded average in Reimbursements, and 4Percent of customers awarded poor
in Reimbursements of money during claims.
38 | P a g e
Respondents
108
30
12
00
00
150
Percentage
72
20
08
00
00
100
Chart: 12
Interpretation:
72Percent of customers awarded very good; 20Percent of customers awarded well, and
8Percent of customers awarded average in Renewals of lapse policy.
39 | P a g e
Percentage
32
64
04
00
00
100
Chart: 13
Interpretation:
64Percent of customers rated good, 32Percent of customers rated very good, and 4Percent of
customers rated average in Office atmosphere of Vizag branch.
40 | P a g e
Percentage
56
16
12
16
00
100
Chart 14:
Interpretation:
56Percent of customers are more satisfied, 16Percent of customers are satisfied,
12Percent of customers are less satisfied and 16Percent of customers are not satisfied in
Overall operations of company.
41 | P a g e
18
12
No
132
88
Total
150
100
Chart: 15
Interpretation:
88Percent of customers not interested to take any other policy, 12Percent of customers
interested to take any other policy in Bajaj Allianz.
42 | P a g e
Respondents
Percentage
Yes
No
120
30
80
20
Total
150
100
Chart: 16
Interpretation:
80Percent of customers recommend, 20Percent of customers will not Recommend Cholato
Others.
43 | P a g e
CHAPTER V
Findings,
Suggestions &Conclusions
44 | P a g e
5.1 FINDINGS:
Important factor is the customers will suggest the company to others which help in
word of mouth publicity.
Cholahaving good Customer Satisfaction which made the company top in area of
Vizag.
Premium is bit high than other companies, but he services provided by the company is
good.
Many of the customers are not happy with the Professionalism, claim settlement
Process& Reimbursements.
45 | P a g e
5.2 SUGGESTIONS:
20Percent of customers are not satisfied now days with response given by
Agents/Renewal team.
Most of the insured are not aware of Drive assure policy, motivate them for that add
on package.
Motivate the Customers for Health Policies while follow up them for renewals.
46 | P a g e
5.3 CONCLUSION:
Competition will surely cause the market to grow beyond current rates, create a bigger
pie, and offer additional consumer choices through the introduction of new products, services
and price options. Yet, at the same time public and private sector companies will be working
together to ensure healthy growth and development of the sector. The market is now in an
evolving phase where one can expect a lot of actions in coming days.
It is concluded from the survey that many customers are satisfied of CholaGeneral
Insurance Company and will suggest the company to others which is powerful promotion to
company and it need to improve in communication of Agents/Employees. Company need to
create trust in costumers about private insurance companies by rendering good services like
proper claims, good response to costumer queries and maintaining good relationship with
costumers.
Most of Customers of Cholaare from Motor Policies. So company need to create the
awareness of the policies like Fire (Home), Travel and burglary many more..
47 | P a g e
BIBLIOGRAPHY
Books:
1. Phillip Kotlers, Marketing Management 13th Edition, 2010 Pearson, New Delhi.
2. C R Kothari, Research Methodology, 2009 New Age International publishers, New
Delhi
Websites:
1. Insurance Regulatory & Development Authority- www.irdaindia.org
2. CholaInsurance Company Limited.- www.bajajallianz.com
3. Allianz Company Limited- www.Allianz.com
4. Hindu- www.Hindu.co.in
48 | P a g e
ANNEXURES
Questionnaire
A Study on Customer Satisfaction (Motor) of Chola General Company Limited
Name:
Phone:
Gender: Male/Female
Age:
Make: ______________________
Type _____________________
1. Nature of employment?
(a)Public sector
(d) others
(b) 2
(c) >2
(b) No
(b) 2
(c) 3
(d) 4
(e) >4
8. Delivery of product?
49 | P a g e
a) Very Good (b) Good (c) Average (d) Poor (e) Very Poor
Suggestion ________________________________
9.
a) Very Good (b) Good (c) Average (d) Poor (e) Very Poor
Suggestion _________________________________
10. Claim Response of company?
a) Very Good (b) Good (c) Average (d) Poor (e) Very Poor
Suggestion _________________________________
11. Reimbursements during claims?
a) Very Good (b) Good (c) Average (d) Poor (e) Very Poor
Suggestion _________________________________
12. Renewals of lapsed policy?
a) Very Good (b) Good (c) Average (d) Poor (e) Very Poor
Suggestion _________________________________
13. Office atmosphere of vizag branch?
a) Very Good (b) Good (c) Average (d) Poor (e) Very Poor
Suggestion _________________________________
14. Over All satisfaction?
a) Very Good (b) Good (c) Average (d) Poor (e) Very Poor
Suggestion _________________________________
15. Interested to take any other Insurance?
__________________________________________
16. Do you suggest our Company to Anybody?
(a) Yes
(b)
No
THANK Q
Survey By: Prudhvi
50 | P a g e