Project Report

On
CUSTOMER SATISFACTION AT IDBI FEDERAL LIFE
INSURANCE COMPANY LTD.

Submitted in Partial Fulfillment for the Award of the

Degree of BBA (Start Year- End Year)

Under the Guidance of: Submitted By:

Name of the Guide from Institute (14 size) Pranav Gupta

Designation University Enrollment No.

(14 size)

Delhi Institute Of Advanced Studies

Plot No. 6, Sector-25, Rohini, Delhi-110085
(NAAC Accredited ‘A’ Grade Institute)
(Approved by AICTE & Affiliated with GGSIP University for B. Com(H), BBA, MBA & MCA Programmes)
(An ISO 9001:2015 Certified Institution)
 CERTIFICATE FROM THE INSTITUTE GUIDE

This is to certify that the Project Report titled “CUSTOMER SATISFACTION AT

IDBI FEDERAL LIFE INSURANCE COMPANY LTD.” is an academic work

done by “Pranav Gupta” submitted in the partial fulfillment of the requirement for

the award of the degree of BBA at Delhi Institute of Advanced Studies, Delhi, under

my guidance & direction.

To the best of my knowledge and belief the data & information presented by him/her

in the project has not been submitted earlier.

Signature :

Name of the Guide :

Designation :
 STUDENT DECLARATION

This is to certify that I have completed the Project Report titled “CUSTOMER
SATISFACTION AT IDBI FEDERAL LIFE INSURANCE COMPANY LTD.” under the
guidance of “(Name of the guide)” in partial fulfillment of the requirement for the award of
Degree of BBA at Delhi Institute of Advanced Studies, Delhi. This is an original piece of work &
I have not submitted it earlier elsewhere.

Date: Signature:

Place: Delhi Name: Pranav Gupta

University Enrollment No:

 TABLE OF CONTENTS

S.NO PARTICULAR PAGE.No

1.
INTRODUCTION
1.1 Executive Summary
1.2 Objectives
1.3 Literature Review
1.4 Research Methodology
1.5 Limitations

2. COMPANY PROFILE
2.1 Company Profile
2.2 Product Profile

3. CUSTOMER SATISFACTION
3.1 Industry Profile
3.2 About Insurance
3.3 Scope of Insurance

4. DATA ANALYSIS INTERPRETATION AND

RESULTS

5. FINDINGS

6. SUGGESTIONS AND CONCLUSION

BIBLIOGRAPHY

ANNEXURE
CHAPTER-1
Introduction
1.1 EXECUTIVE SUMMARY

Someone has greatly said that practical knowledge is far better than classroom teaching.
During this project I fully realized this and come to know about the present real world of
Insurance sector. It includes all the activities involved in providing insurance products to
the final customers. I am pleased to know about the consumers’ wants and competitors
activities in the real world of Insurance.

The subject of my study is to analyze the present insurance sector and products offered by
IDBI Federal insurance company by applying various tools like cold calling and through
direct interaction with customer’s. I have also done research on the growth of private life
insurance companies in the last five years.

The report contains first of all brief introduction about the company. Then it contains the
current status of private insurance companies and foreign insurance companies in India.

I also put forward recommendations of the consumers and conclusions that will help
IDBI Federal insurance company to provide consumer satisfactory services in the
insurance sector.
1.2 OBJECTIVE OF PROJECT

•To find how many people associated with IDBI Federal insurance company.

•To find how many of the respondents feel that insurance is essential for ones life.

•To know the purpose of taking insurance policy.

•To know that what respondents feel about the IDBI Federal insurance company
schemes.

•To find the main source of awareness of IDBI Federal insurance company among the
various media.

• From where the respondents came to know about IDBI Federal insurance plan.
1.3 REVIEW OF LITERATURE

According to Kotler, Philip; Kevin Lane Kell(2009)

Marketing isthe methodology of communicating the value of a product or service
to customers, for the purpose of selling that product or service.

Marketing techniques include choosing target markets through market analysis

and market segmentation, as well as understanding consumer behavior and advertising a
product's value to the customer. From a societal point of view, marketing is the link
between a society's material requirements and its economic patterns of response.
Marketing satisfies these needs and wants through exchange processes and building long
term relationships. Marketing blends art and applied science (such as behavioural
sciences) and makes use of information technology.

CUSTOMER SATISFACTION

Author

Farris, Paul W.(2010)

According to Farris, Paul W. “Customer satisfaction is a term frequently used

in marketing. It 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."

Author
Philip Kotler (2007)

According to philip kotler “Customer satisfaction is a necessary but not sufficient goal.
Customer satisfaction only weakly predicts customer retention in highly competitive
markets. Companies regularly lose some percentage of their satisfied customers.
Companies need to focus on customer retention. But even retention can be misleading, as
when it is based on habit or an absence of alternative suppliers. A company needs to aim
for a high level of customer loyalty or commitment. Loyal packaged-goods customers,
for example, generally pay seven to 10% more than non-loyal customers.”

Author
Randy Hanson (February 1993)

According to Randy Hanson “The use of vulnerability analysis to show the relationship
between an individual attribute and a dependent measure when analyzing data from
customer satisfaction surveys. The author presents four ways in which vulnerability
analysis goes beyond simply using a graph showing each attribute's importance and
satisfaction levels in a simple two-dimensional scatterplot.”

Authors
Kyle Lundby and Christianson DeMay (October 2007)

According to Kyle Lundby and Christianson DeMay “ If the goal is to improve customer
loyalty and profitability, how do you determine where to focus time and energy in order
to have the greatest impact? One solution is linkage research - a method that uses
statistical modeling to identify relationships. This article reviews many of the key aspects
that can make your linkage efforts successful.”

Author
Howard Waddell (October 1997)

According to Howard Waddell “ When faced with a number of individual product or

service elements that are in some way deficient, an organization must decide which
element to address first. This article explores a method for determining the elements that
have the greatest influence on overall customer satisfaction.”

Author
Elaine Buxton( January 2000)

According to Elaine Buxton “Companies need customer satisfaction information in order

to serve customers better both immediately and in the long run. In this article, customer
satisfaction studies and customer service measurement studies, such as mystery shopping,
are compared and contrasted.”
1.4 RESEARCH METHODOLOGY

Sampling factors Data collection Primary data

The primary data for this study is collected with the objective in mind “a study on the
customer satisfaction in insurance industry of IDBI Federal insurance company”

Secondary data

The secondary data for the study is collected with the information that is being published
in journals and magazines and from the internet.

Tools

The data required for the study is collected with the help of questionnaire. These
questionnaires are handed over to the customers and asked to get it filled up. The data is
interpreted from the information that is incurred from the questionnaire

Sampling area

The respondents are the people who reside in Delhi

Sample size

Due to the limitation of time and scope of the study the number of respondents from
which the data is collected is 100.

Research Tools of analysis

Analytical techniques are used to obtain findings and arrange information in a logical
sequence from the data collected. After tabulation of the data, researcher used the
following quantitative techniques

1.Percentage Analysis
The data that is obtained is from the questionnaire is analyzed through percentage
analysis. The results are shown on the percentage basis

2.Graphs

Graphical representations are used to show the results in simple form .The graphs are
prepared on the basis of data that is received from the percentage analysis
1.5 LIMITATION OF PROJECT

The study suffers from a few limitations, which will have to be kept in mind for the
findings to be fairly interpreted

•The recommendations are subjected to time and cost constraint

•Sampling has its own limitations, which would have resulted in minor errors

•There can be errors due to bias of respondents

•The size of the sampling was not big enough to arrive at strong conclusion.The results
should be interpreted with the above limitations in perspective.
 CHAPTER-2
Company Profile
2.1 COMPANY PROFILE

IDBI Federal Life Insurance Co Ltd is a joint-venture of IDBI Bank, India’s premier
development and commercial bank, Federal Bank, one of India’s leading private sector
banks and Ageas, a multinational insurance giant based out of Purpose. In this venture,
IDBI Bank owns 48% equity while Federal Bank and Ageas own 26% equity each. .
Having started in March 2008, in just five months of inception, IDBI Federal became one
of the fastest growing new insurance companies to garner Rs 100 Cr in premiums.
Through a continuous process of innovation in product and service delivery IDBI Federal
aims to deliver world-class wealth management, protection and retirement solutions that
provide value and convenience to the Indian customer. The company offers its services
through a vast nationwide network of 2137 partner bank branches of IDBI Bank and
Federal Bank in addition to a sizeable network of advisors and partners. As on 28th
February 2013, the company has issued over 8.65 lakh policies with a sum assured of
over Rs. 26,591Cr.

IDBI Federal today is recognized as a customer-centric brand, with an array of awards to

their credit. They have been awarded the PMAA Awards (2009) for best Dealer/Sales
force Activity, EFFIE Award (2011) for effective advertising, and conferred with the
status of ‘Master Brand 2012-13’ by the CMO Council USA and CMO Asia.
IDBI Bank

IDBI Bank Ltd. is a Universal Bank with its operations driven by a cutting edge core
Banking IT platform. The Bank offers personalized banking and financial solutions to its
clients in the retail and corporate banking arena through its large network of Branches
and ATMs, spread across length and breadth of India. We have also set up an overseas
branch at Dubai and have plans to open representative offices in various other parts of the
Globe, for encasing emerging global opportunities.

As on March 31, 2011, the Bank had a network of 816 Branches and 1372 ATMs. The
Bank's total business, during Fey 2010-11, reached Rs. 3,37,584 Crore, Balance sheet
reached Rs. 2,53,377 Crore while it earned a net profit of Rs. 1650 Crore (up by 60%).

IDBI Bank Ltd. is today one of India's largest commercial Banks. For over 40 years,
IDBI Bank has essayed a key nation-building role, first as the apex Development
Financial Institution (DFI) (July 1, 1964 to September 30, 2004) in the realm of industry
and thereafter as a full-service commercial Bank (October 1, 2004 onwards). As a DFI,
the erstwhile IDBI stretched its canvas beyond mere project financing to cover an array
of services that contributed towards balanced geographical spread of industries,
development of identified backward areas, emergence of a new spirit of enterprise and
evolution of a deep and vibrant capital market.

On October 1, 2004, the erstwhile IDBI Bank converted into a Banking company (as
Industrial Development Bank of India Limited) to undertake the entire gamut of Banking
activities while continuing to play its secular DFI role. Post the mergers of the erstwhile
IDBI Bank with its parent company (IDBI Ltd.) on April 2, 2005 (appointed date:
October 1, 2004) and the subsequent merger of the erstwhile United Western Bank Ltd.
with IDBI Bank on October 3, 2006, the tech-savvy, new generation Bank with majority
Government shareholding today touches the lives of millions of Indians through an array
of corporate, retail, SME and Agri products and services.

Headquartered in Mumbai, IDBI Bank today rides on the back of a robust business
strategy, a highly competent and dedicated workforce and a state-of-the-art information
technology platform, to structure and deliver personalized and innovative Banking
services and customized financial solutions to its clients across various delivery channels.

As on March 31, 2013 IDBI Bank has a balance sheet of Rs. 3,22,769 Crore and business
size (deposits plus advances) of Rs 4,23,423 Crore.

As a Universal Bank, IDBI Bank, besides its core banking and project finance domain,
has an established presence in associated financial sector businesses like Capital Market,
Investment Banking and Mutual Fund Business. Going forward, IDBI Bank is strongly
committed to work towards emerging as the 'Bank of choice' and 'the most valued
financial conglomerate', besides generating wealth and value to all its stakeholders.

Industrial Development Bank of India

Industrial Development bank of India (IDBI) was constituted under Industrial

Development bank of India Act, 1964 as a Development Financial Institution and came
into being as on July 01, 1964 vide Go I notification dated June 22, 1964. It was regarded
as a Public Financial Institution in terms of the provisions of Section 4A of the
Companies Act, 1956. It continued to serve as a DFI for 40 years till the year 2004 when
it was transformed into a Bank.

Industrial Development Bank of India Limited

In response to the felt need and on commercial prudence, it was decided to transform
IDBI into a Bank. For the purpose, Industrial Development bank (transfer of undertaking
and Repeal) Act, 2003 [Repeal Act] was passed repealing the Industrial Development
Bank of India Act, 1964. In terms of the provisions of the Repeal Act, a new company
under the name of Industrial Development Bank of India Limited (IDBI Ltd.) was
incorporated as a Govt. Company under the Companies Act, 1956 on September 27,
2004. Thereafter, the undertaking of IDBI was transferred to and vested in IDBI Ltd. with
effect from the effective date of October 01, 2004.
In terms of the provisions of the Repeal Act, IDBI Ltd. has been functioning as a Bank in
addition to its earlier role of a Financial Institution.

Federal Bank

Federal Bank Ltd is engaged in the banking business. The Bank operates in four
segments: treasury operations, wholesale banking, retail banking and other banking
operations. Treasury operations include investment and trading in securities, shares and
debentures. The Bank's products and services include working capital, term finance,
trade finance, specialized corporate finance products, structured finance, foreign
exchange, syndication services and electronic banking requirements. Federal Bank Ltd
was incorporated on April 28, 1931 with the name Travancore Federal Bank Ltd. The
company was established with an authorized capital of rupees five thousand at
Nedumpuram, a place near Tiruvalla in Central Travancore under the Travancore
Company's Act. The Bank was founded by K.P.Hormis. They started business of
auction -chitty and other banking transactions connected with agriculture and industry.
In May 18, 1945, the registered office of the Bank was shifted to Aluva. They opened
their first branch at Aluva and commenced operations. In the year 1946, they opened
their second branch at Angamally. In March 24, 1947, the name of the Bank was
changed to Federal Bank Ltd. In April 1947, they opened their third branch of the Bank
was at Perumbavoor. In July 11, 1959, the Bank was licensed under Sec.22 of the
Banking Companies Act, 1949. The Bank floated several kuries one after another. They
also introduced several new deposit schemes during the same period. In the year 1964,
the Bank took over the assets and liabilities of the Chalakudy Public Bank Ltd, The
Cochin Union Bank Ltd and The Alleppey Bank Ltd. In the year 1965, the St.George
Union Bank Ltd was amalgamated merged with the Bank. In the year 1968, The
Marthandom Commercial Bank Ltd was amalgamated with the Bank. In the year 1970,
the Bank became a Scheduled Commercial Bank. In the year 1973, the Bank became an
Authorized Dealer in Foreign Exchange and the International Banking Department of
the bank was started functioning from Mumbai. In the year 1975, the Bank opened 53
branches. In the year 1976, they opened 42 branches. In the year 1982, the Bank shifted
the International Banking Department to Cochin as part of consolidation and
centralization of activities.

As part of the organization redesigning recommended by National Institute of Bank

Management (NIBM), the Agricultural Finance Department was set up in head office in
November 1984. In July 1985, the Bank set up Personnel and Industrial Relations
Department. Also, they installed the first Advanced Ledger Posting Machine (ALPM-a
Wipro banker) at Br.Aluva-Bank Junction branch. In the year 1987, they inaugurated
the administrative building complex. In the year 1989, the Bank entered into the
Merchant Banking Operations. In March 1994, the Bank came out with the public issue.
In February 17, 1997, the bank inaugurated their first ATM at Ernakulum North.

In the year 2000, the Bank started their Any Where Banking (ABB) at Bangalore
connecting all branches located in the Bangalore metro. They launched Depository
Services in association with NSDL. Also, they commenced Internet Banking under the
name of 'Fed Net' with software support from Infosys Technologies Ltd. They entered
into marketing pacts with some commercial agencies for their E-commerce business. In
the year 2001, the bank made a tie up with Escortel Communications to launch mobile
banking services using SMS technology. Also, they launched a new deposit scheme
christened as 'Suraksha' for senior citizens. The bank became a member of INFINET,
the financial network supported by RBI. In February 2002, they set up full-fledged
systems for the RBI's Negotiated Dealing Systems (NDS) at the Funds & Investment
Branch in Mumbai, enabling online trading in securities. In the year 2003, the Bank
unveiled the Anywhere Banking that provided the convenience of doing transactions
from 300-plus interconnected branches.

In the year 2004, the Bank obtained the level of 100% interconnectivity among all their
branches. Also, they launched an Equity Subscription Scheme, a new retail product for
financing the IPOs and public issue applications of their own customers. The Bank
joined hands with ICICI Prudential Life Insurance Company Ltd for premium collection
through their branches and introduced new Fed e-Pay services. In the year 2005, JRG
Securities Ltd forged an alliance with the Bank for providing loans for subscribing to
initial public offers (IPOs). The bank emerged as the first bank in India to offer Real
Time Gross Settlement (RTGS) across all of their branches. In September 2, 2006,
Ganesh Bank was amalgamated with the Bank and the 32 branches of erstwhile Ganesh
Bank of Kurundwad Ltd were successfully integrated to bank's network. During the
period of 2006-07, the Bank entered into a joint venture agreement with IDBI Ltd &
Fortis Insurance International N V for incorporating a Life Insurance Company under
the name of IDBI Fortis Life Insurance Company Ltd. During the year 2007-08, the
Bank opened their Representative office at Abu Dhabi, Capital of UAE for the gateway
of the bank to the whole of Middle East and also as an interface between their existing
customers of GCC countries and its Branches /Offices in India. In March 2008, the
Bank's joint venture life insurance company, IDBI Fortis Life Insurance Company Ltd
commenced their operation. During the year 2009-10, the Bank opened 60 new
branches and 115 new ATM centres. During the year 2010-11, they opened 71 new
branches and 73 new ATMs. As on March 31, 2011, the total number of branches and
ATMs of the Bank increased to 743 and 805 respectively, as against 672 and 732 in the
last financial year. As of March 31, 2011, the Bank had two A category branches and 78
branches designated as B category for handling the foreign exchange business.
Ageas

Ageas is an international insurance group with a heritage spanning more than 180 years.
Ranked among the top 20 insurance companies in Europe, Ageas has chosen to
concentrate its business activities in Europe and Asia, which together make up the largest
share of the global insurance market.

These are grouped around four segments: Belgium, United Kingdom, Continental Europe
and Asia and served through a combination of wholly owned subsidiaries and
partnerships with strong financial institutions and key distributors around the world.
Ageas operates successful partnerships in Belgium, UK, Luxembourg, Italy, Portugal,
Turkey, China, Malaysia, India and Thailand and has subsidiaries in France, Hong Kong
and UK.

Ageas is the market leader in Belgium for individual life and employee benefits, as well
as a leading non-life player through AG Insurance. In the UK, Ageas has a strong
presence as the fourth largest player in private car insurance and the over 50’s market.
Ageas employs more than 13,000 people in the consolidated entities and over 20,000 in
the non-consolidated partnerships and has annual inflows of more than EUR 21 billion.

Ageas is an international insurance group with a heritage spanning more than 180 years.
Ranked among the top 20 insurance companies in Europe, Ageas has chosen to
concentrate its business activities in Europe and Asia, which together make up the largest
share of the global insurance market.
These are grouped around four segments: Belgium, United Kingdom, Continental Europe
and Asia and served through a combination of wholly owned subsidiaries and
partnerships with strong financial institutions and key distributors around the world.

2.2 PRODUCTS PROFILE

IDBI Federal Childsurance ® Savings Protection Plan is a non-linked participating

endowment plan that ensures a child’s future financial needs are fulfilled. Childsurance®
Savings, is designed to give guaranteed annual payouts and aid the important milestones
in a child’s life.
IDBI Federal Lifesurance® Savings Insurance Plan is a fixed term non-linked
participating plan that provides you the twin benefits of long-term savings and life cover.

How does Life insurance work?

IDBI Federal Incomesurance™ Guaranteed Money Back Insurance Plan (UIN No.
135N031V01) is a non-linked non-participating money back plan which gives you
guaranteed* returns on your investment, so that you stop worrying about the future. With
Incomesurance, you can guarantee a secure future for your family even when you

are not around.

IDBI Federal Wealthsurance® Suvidha Growth Insurance Plan (UIN: 135L033V01)
is a simple unit linked plan that helps you take your first step towards wealth creation and
that too, with ease. What’s more, the life cover with this plan provides financial
protection to your loved ones
CHAPTER-3
CUSTOMER
SATISFACTION
3.1 INDUSTRY PROFILE

Life insurance traces its origins in India to the early nineteenth century when companies
in India insured the lives of Europeans living here. Eventually these companies began to
cover Indians as well but required them to pay higher premiums. Regulations were passed
to regulate the Indian insurers (but not the foreign companies providing insurance
services in India) and to allow collection of information about insurance companies thus
facilitating comparison amongst them. However the legislations became insignificant
with time and the government nationalized the sector by combining all the 154 Indian
private insurance companies to give birth to one behemoth: the Life Insurance
Corporation of India.

Through this the Government strived to put an end to prevalent malpractices such as poor
Servicing standards along with the appalling management of companies wherein funds
were simply being divested to all types of securities without any valuation of the
borrowers. The Government took over the reins of the industry in its own hands
reasoning that insurance was a cooperative enterprise and should be within the purview of
the state in order to provide improved services to the public at lower costs. It was also
envisioned that the nationalization of this sector would lead to more effective
mobilization of funds to enable capital to be allocated to development projects. Besides
the charter of freedom also pleaded the control of the state on key industries such as
banking and insurance. Thus the industry was transformed from a competitive one to a
highly regulated monopoly.

In the last decade of the 20th century India watched history repeat itself. With the
Government implementing the New Industrial Policy in 1991, the country underwent a
major wave of globalization. Strategic sectors such as the banking and the financial sector
were reformed. Time had come for the policymakers to introspect the current policies in
the Indian insurance industry as well. Committees on insurance sector reforms followed
suit and it was found that India had continued to be one of the least insured countries till
the late 20th century. Experts emphasized that customer service, insurance coverage,
allocation of resources needed to be improved within the industry. Also more innovative
products were needed to suit varied customer needs and to change opinion of people
towards insurance, from tax exemption product to a tool for mitigating risks and
increasing savings. Thus it was recommended that the industry should be opened up to
enhance competition and autonomy be given to insurance companies to improve their
performance and enable them to act as independent companies with economic motives.
Thus the life insurance industry was liberalized with the aim of increasing contribution to
the GDP and to the society.

The Industry at present consists of 1 public sector company and 23 private sector
companies. The only public sector company is Life Insurance Corporation of India
(L.I.C). The other private sector companies are:

SBI Life Insurance

PNB Metlife India Life Insurance

ICICI Prudential Life Insurance

Bajaj Allianz Life

Max Life Insurance

Sahara Life Insurance

Tata AIA Life

HDFC Life

Birla Sun Life Insurance

Kotak Life Insurance

Life Insurance Corporation of India

Aviva Life Insurance

Reliance Life Insurance Company Limited - Formerly known as AMP Sanmar LIC

ING Vysya Life Insurance

Shriram Life Insurance

Bharti AXA Life Insurance Co Ltd

Future General Life Insurance Co Ltd

IDBI Federal Life Insurance

AEGON Religare Life Insurance

DLF Pramerica Life Insurance

CANARA HSBC Oriental Bank of Commerce LIFE INSURANCE

India First Life Insurance Company

Star Union Dia-ichi Life Insurance Co. Ltd

Edelweiss Tokio Life Insurance Company Ltd

Regulatory and Development Authority (IRDA)'s tough and conservative apparatus. A

sound insurance segment ensures better economic development as indicated by a study
which states that 1 per cent increase in insurance penetration leads to 13 per cent
reduction in uninsured losses and 22 per cent reduction in taxpayers' contribution to
recovery following a natural catastrophe.

Keeping pace with international happenings, Indian insurance industry has remained in a
good health and maintained absolute transparency and highest standards of corporate
governance. According to J Hari Narayan, Chairman, IRDA, Assets under management
(AUM) of the Indian insurers are slated to touch Rs 20 trillion (US$ 376.51 billion) while
the general insurance sector is anticipated to grow 18 per cent in 2012-13. He further
reported that the insurance sector has grown substantially over the last few years, with its
AUM from Rs 8 trillion (US$ 150.57 billion) in 2008 to Rs 18 trillion (US$ 338.82
billion) in 2011-12.

According to a Research titled “India Life Insurance 2012: Fortune Favours the Bold” by
McKinsey and Company, India’s Life Insurance market has grown rapidly over the past
six years with new business premiums growing at over 40% per year. The research also
mentions that the new players have contributed to the sector’s development by
significantly enhancing product awareness, promoting consumer education and
information, and creating more organised distribution channels.
3.2 ABOUT INSURANCE

Life is full of risks. Being a social animal and risk reverse, man always tries to reduce
risk.An age-old method of sharing of risk through economic cooperation led to the
development of the concept of “insurance”.

Insurance may be described as a social device to reduce or eliminate risk of loss to life
and property.Insurance is collective bearing of risk. The risks, which can be insured
against ,include fire,perils of sea, death, accidents and burglary.

Insurance can be defined as a legal contract between two parties where one party called
insurer undertakes to pay a fixed amount of money on happening of a particular event
which may be certain or uncertain. The other party called insuredpays in exchange a fixed
sum known as premium.The insurer and the insured are also known as “Assuror and
Assured”.

Insurance is a social device where uncertain risks of individuals may be combined in a

group and thus made more certain - small periodic contributions by the individuals
provide a found out of which those who suffer losses may be reimbursed. In addition to
being a means to protect oneself, the insurance Industry is an efficient conduit for the
saving of people to be channeled towards economic growth. In India, the Insurance
Industry7 is more than 150 years old. Today, it is monopolized by two PSU's in their
respective fields of life and General Insurance. However, with the successful passage
IRDA Bill through both houses of parliament in December 1999 the sector has been
opened up to private players. This will provided much. Needed impetus to the Industry
and will improve the quality of service and products and will also increase employment
opportunities. There are still some issues their need to be sorted out, particularly with
regard to the status of intermediaries as envisaged by the Insurance Regulatory Authority.
3.3 SCOPE OF INSURANCE

The opening up of the insurance sector to private companies has madeavailable more
product and world class service to Indian customer. To quote Mr. N. ranga chari former
chairman of IRDA “all these years the nationalized insurance
have been bleeding us” “ the future for liberalized insurance sector looks bright with amo
nitoring agency committed to promoting the interest of the customers”. According
to business world, “the sheer size and potential of Indian insurance market has attractedm
any new players. Even going by govt estimates there are about 312 million middle
classcustomers with financial resources to purchase insurance products, only 2.5 % of
this iscovered by any form of insuranceSales agents will remain the prime distribution
channel, and according tosome estimated insurance could finally end up creating over
20,000 jobs for salesrepresentatives alone. The IRDA has already accredited 14 insurance
training schoolsspread over a few major cities of our country, which would churn out
about some 1500students annually.So the scope of the insurance sector is wide and open
where there a lot of opportunities for the sector to grow in the next couple of years. More
and more privatecompanies with international experiences are entering into the market
with knowing thescope that is available. Moreover each and every individual have started
realizing theimportance of life insurance in their life as the life is considered to be really
unexpectedin the world we live today.
 CHAPTER-4
Data Analysis
Interpretation and
Results
DATA ANALYSIS AND INTERPRETATION

Q.1 Importance of insurance

Essential Respondents Percentage

Yes 83 83

No 13 13

Total 100 100

90
80
70
60
50
40
30
20
10
0
Yes No

INTERPRETATION:

 87%of the respondents feel that insurance is essential

 13%of the respondents feel that insurance is not essential
Q.2 Reason for importance of insurance

Reason Respondents Percentage

Premium 29 29

Tax 25 25

Security 34 34

Others 12 12

Total 100 100

Reason
40
35
30
25
20
15
10
5
0
Premium Tax Security Others

INTERPRETATION:

 29% of the respondents feel insurance is important because of premium

 25% of the respondents feel insurance is important because of tax benefit
 34% of the respondents feel insurance is important because of security
 12% of the respondents feel insurance is important because of other reasons
Q.3 Insurance companies that the respondents prefer

Insurance companies Respondents Percentage

LIC 78 78

IDBI Federal 10 10

ICICI Prudential 08 08

HDFC 04 04

Total 100 100

Insurance Companies
100

80

60

40

20

0
LIC IDBI Federal ICICI Prudential HDFC

INTERPRETATION:

 78% of the respondents would like to further invest in LIC

 10% of the respondents would like to further invest in IDBI Federal
 08%of the respondents would like to further invest in ICICI Prudential
 04%of the respondents would like to further invest in HDFC
Q.4 Media through which awareness of IDBI federal

Media Respondents Percentage

Newspaper 22 22

Television 55 55

Radio 14 14

Hoardings 09 09

Total 100 100

Media
60
50
40
30
20
10
0
Newspaper Television Radio Hoardings

INTERPRETATION:

 22% of the respondents are aware through Newspaper

 55%of the respondents are aware through Television
 14%of the respondents are aware through Radio
 09%of the respondents are aware through hoardings
Q.5 Awareness of various insurance plan of IDBI Federal

Awareness Respondents Percentage

Yes 78 78

No 22 22

Total 100 100

Respondents
Yes No

22%

78%

INTERPRETATION:

 78% of the respondents are aware of various insurance plans of IDBI Federal
 22%of the respondents are not aware of various insurance plans of IDBI Federal
Q.6 Response of respondents about IDBI Federal insurance plan

Response Respondents Percentage

Excellent 15 15

Good 52 52

Satisfactory 29 29

Poor 04 04

Total 100 100

Response
60

50

40

30
Response
20

10

0
Excellent Good Satisfactory Poor

INTERPRETATION:

 15% of the respondents feel that the insurance plan are excellent
 52%of the respondents feel that the insurance plan are good
 29% of the respondents feel that the insurance plan are satisfactory
 04%of the respondents feel that the insurance plan are poor
Q.7Awareness of IDBI Federal insurance plan

Insurance plan Respondents Percentage

Incomsurance 35 35

Childsurance 29 29

Wealthsurance 32 32

Others 04 04

Total 100 100

Insurance plan
40
35
30
25
20
15
10
5 Insurance plan
0

INTERPRETATION:

 35% of the respondents are aware of the incomsurance

 29% of the respondents are aware of the childsurance
 32% of the respondents are aware of the wealthsurance
 04% of the respondents are aware of the other insurance plan
Q.8 Forms through which respondents came to know about IDBI Federal insurance plan

Source Respondents Percentage

Insurance consultants 34 34

Friends &Relatives 16 16

Advertisements 26 26

Newspapers 19 16

Others 05 05

Total 100 100

Sources
40
30
20
10
0

INTERPRETATION:

 34% of the respondents came to know about these plans through insurance
consultants
 16% of the respondents came to know about these plans through friends
&relatives
 26% of the respondents came to know about these plans through advertisements
 19% of the respondents came to know about these plans through newspaper
  05% of the respondents came to know about these plans through other resources

Q.9 Response of the respondents about IDBI Federal insurance plan

Response Respondents Percentage

Excellent 15 15

Good 42 42

Satisfactory 39 39

Poor 04 04

Total 100 100

Respons
Excellent Good Satisfactory Poor

4%

15%

39%

42%

INTERPRETATION:

 15% of the respondents feel that the insurance plans are excellent
  42% ofthe respondents feel that the insurance plans are good
 39% ofthe respondents feel that the insurance plans are satisfactory
 04% ofthe respondents feel that the insurance plans are poor

Q.10 Response of respondents about being associated with IDBI Federal insurance
company

Response Respondents Percentage

3 years 08 08

5 years 40 40

10 years 38 38

Above 10 years 14 14

Total 100 100

Response
3 years 5 years 10 years Above 10 years

14% 8%

40%
38%

Inference

 08% of the respondents feel to be associated with IDBI Federal insurance co. for 3
yrs
 40%of the respondents feel to be associated with IDBI Federal insurance co. for
5yrs
 38%of the respondents feel to be associated with IDBI Federal insurance co. for
10 yrs
 14%of the respondents feel to be associated with IDBI Federal insurance co. for
above 10 yrs
CHAPTER-5
FINDINGS
FINDINGS

•Still 78% of the employed are associated with LIC which still makes it the number one
spot right behind IDBI Federal insurance company at 10%.

•Almost 87% of the respondents feel that insurance is essential for ones life.

•Both employed and self employed feel the main reason for insurance as far as they are
concerned is due to security purpose.

•52% of the respondents feel that the IDBI Federal insurance company scheme provided
by good.

•Television is considered to be the main source of awareness of IDBI Federal insurance

company among the various media.

• 34% of respondents came to know about IDBI Federal insurance plan from insurance
consultants.
CHAPTER-6
SUGGESTIONS
AND
CONCLUSION
SUGGESTIONS

The services that provided are only good to the customer. The services should be
improved so that the customers feel excellent about the service.

More branches should be open by the company for the customers to have better and easy
access.

Television is the main media through which the company can reach out to the people .so
advertisement should be telecasted frequently.

More and more details about the insurance plan should be made to be known to the
customer through various insurance plans.
CONCLUSION

Insurancehappens to be a mega opportunity in India. Yet, nearly80%of Indian population

is without life insurance cover, continue to be below international standards which offer
greater opportunities in this sector. With other investment avenues remaining unmoved,
insurance and mutual funds offer comparatively better return to customer. With tax and
investment planning as its main targeting tools , insurance is bound to grow at a rapid
pace.

The project helped me to find out the customer satisfaction and expectations from the
various plans offered by insurance companies with specific reference to market linked
insurance plan. Appropriate suggestions have been given based on the research findings.
It was a great learning experience and I will carry this experience withme in all my
future endeavours.
BIBLIOGRAPHY
BIBLIOGRAPHY

URL

 https://www.idbifederal.com/Pages/home.aspx
 http://www.idbifederal.com/AboutUs/Pages/Company-Profile.aspx
 http://www.marsdd.com/mars-library/customer-satisfaction-kotler-on-marketing/
 http://education-portal.com/academy/lesson/what-is-customer-satisfaction-
definition-examples-quiz.html

BOOKS

 Kotler Philip & Armstrong Gary ,(1999),Principle of marketing , prentice hall of

India ,New Delhi.
 Dr.Gupta S.(2000) ,statistical methods,Sulthan chand publication ,New Delhi
 Solomon ,Michael R.(2009),Consumer Behaviour,PHI Learning pvt.ltd, New
Delhi
 Schiffman I.G.and Kanuk I.I.(2006),Consumer Behaviour,9th Edition, Pearson
Education, New Delhi
 Hoffman,K.D. &Beteson,J.E.G.(2006),Marketing of Services ,Cengage Learning
 Kurtz.D.L. and Clow K.E.(2003).Services Markrting.Biztantra,New Delhi
 Assel Henrey,(2005),Consumer Behaviour,Cengage Learning, New Delhi
 Snell et al(2010),Human Resource Management,Cengage Learning(India Edition)
 Ivanacevich (2009),Human Resource Management,Tata McGraw Hill
ANNEXURE
 QUESTIONNAIRE

1.Name :

2.Age:

3.Occupation:

4.Sex

a) Male b) Female

5.Monthly income

a) 5000 – 10000 b) 10000- 15000 c) 15000 – 20000 d) Above 20000

6. Do you feel insurance is essential for ones life?

a) Yes b) No

7. Tick out the reasons for why you feel insurance is essential?

a) Premium is reasonable b) Tax advantage c) Security purpose d) Others

8. When you think of life insurance, which company comes to your mind?

a) LIC b) ICICI c) IDBI d) HDFC

9. Are you aware of IDBI Federal Insurance Company?

a) Yes b) No

10. Through which media did you come to know about IDBI federal?

a) Newspaper b) Television c) Radio d) Hoardings

11. Are you aware of the various insurance plans offered by IDBI federal?

a) Yes b) No

12. Which of the insurance plans are you aware of IDBI federal?

a) Incomesurance b) Childsurance c) Wealthsurance d) Others

13. How do you feel about these particular insurance schemes?

a) Excellent b) Good c) Satisfactory d) Poor

14. How did you came to know about these plans

a) Insurance consultants b) Friends and Relatives c) Advertisements

d) Newspapers e) Others
15. Are you satisfied with the service provided by IDBI federal ?

a) Yes b) No

16.How long do you wish to be associated with IDBI federal?

a) 3 years b) 5 years c) 10 years d) above 10 years