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CUSTOMER SATISFACTION IN LIFE INSURANCE WITH SPECIAL REFERENCE TO WOMEN POLICY HOLDERS
IN THANJAVUR DISTRICT
QUESTIONNAIRE FOR THE POLICY HOLDERS
1. Name :
2. Age : \. Below 30 D 2. 31-40 n 3. 41- 50 n 4. 51-60 D 5. Above 60 n
3. Marital status: 1. Married, D 2. Unmarriea~a-\Separated n 4. Widowed 4. Religion : 1. Hindu n 2. Muslims n 3.Christians n 4. Others n 5. Size of family :
1) 2 members 2) 3members 3) 4members 4) 5members 5) morethanS 6. Occupation & Designation:
7. Educational Qualification: 1) School Education 2) Graduation
3) Post Graduation 4) Technical education 8. Monthly Income: 1; Income Less than Rs.5000
2) Income Rs. 5000 - Rs, 10,000 3) Income above Rs. 10,000 9. Monthly Income of family: 1) Income Less than Rs.5000
2) Licome Rs. 5000 - Rs, 10,000 3) Income above Rs. 10,000
10. Monthly entertainment expenses of family : 1. Below Rs. 100 2. Rs.lOl- Rs. 200 3. Above Rs.200 11. Mode of savings:
Mode Bank PO Chit >hares P.F jew Real estate
Insur ance Rank
(1-8)
11a) Rank your perception on Insurance as
Risk cover Tax saver Savings instrument
12. No of Insurance Policies taken
1. one 2.two 3. three 4. four 5. more than four 13. Details of Insurance Policies taken
a. Whole life b. Term Insurance c. Money back d. Annuity e. Health f. Endownment g. ULIP &others Yes 1 No2 Yes 1 No2 Yes 1 No2 Yes 1 No2 Yes 1 No2 Yes 1 .No2 Yes 1 No2
14 .Total Sum assured of the respondent
1. Below Rs. 1, 00,000 2. Rs. 1, 00,000 - 2, 00,000 3. Rs.2, 00,000 - 3, 00,000. 4. Rs.3, 00,000 - 4, 00,000 5. Above Rs.4, 00,000
15. Mode of Premium payment;
SINGLE Yes I No2 Yearly Yes 1 No2 HY Yes 1 No2 Q Yes 1 No2 M Yes 1 No2 16. Method of payment;
SSS Yes 1 No2 Direct Yes 1 No2 Through Agent Yes 1 No2 17. Premium payable per annum:
1. Less than Rs. 2000. 2. Rs. 2000-4000 3. Rs. 4000-6000 4. Above Rs. 6000 18. Do you think that the poUcy you have chosen alone suits your need?
Yes 1 No 2 can't say 3 19. The sum assured for life
20. Will you take another policy in future ?
1. Immediately 2. After some time 3. Not yet decided 4. Never
21. Under how many agents have yoii taken the policies? a. One b. Two c. Three d. Four
22. What criteria did you adopt for selecting an agent? (If more than one indicate the rank) 1. Relative 2. Friend 3. Advisor
4. Offering gifts 5 Knowledgeable in the field
6. Interested in the welfare of the pohcy holder. 7. Accessibility 8. Good salesmanship 9. Use of official pressure
10. Prompt service provider 11. Paying some first premium installments 23. How frequently does the agent meet you?
1 at least two to three times in a year 2. Meets every month
3. Meets whenever his help is sought 4. Whenever I fail to pay premium 5. Never meets at all 6. Whenever new policies are launched 24. Does the agent enlighten you about the advantages and disadvantages of the
New PoHcies and about the fate of existing poUcies at the time of meeting? 1. Always 2. Approached 3. Never
25. What role does the agent play in fulfilling the formahties at the time of taking policies?
26. How do you perceive the importance of agent's role is essential in the following attributes?
ATTRIBUTES Not ac all impoi tant 1 Least Import 2 Moderate ymp 3 More Imp 4 Extrem e Imp.5
1. assisting in selecting the needed policy
2. delivering the documents promptly
3. ensuring regular payment of premium 4. rendering services while policy is in force
5. meeting customers at regular intervals
6. assist to avail pohcy loans
7.representing the grievances
8. informing new products and benefits
9. ensuring timely claim settlements
27 Indicate the level of satisfaction v/ith the services rendered by the agent. Particulars Highly Satisfied 5 Satisfied to some extent 4 Satisfied 3 Less Satisfied 2 Not at all satisfied 1 1. policy selection • 2.dehvery of documents 3. payment of premium 4. In rendering services when policy is in force
the policy holders
6. getting policy linked loans 7. Grievance redressal
8, Information about new products
9. poUcy claims
28. Level of dependence on the agent or LIC office for services? 1. Completely on the agent
2. Mostly on the agent and to some extent on branch office 3. Mostly on the branch and to some extent on agent
4. Completely on branch
29. Did you have a sound knowledge of the various features of the policy at the time of taking it?
a. Premium rates Yes 1 No2 b. Bonus percentage Yes 1 No2 c. Loan facility Yes 1 No2 d. Maturity value Yes 1 No2 e. Accident benefit Yes I No2
f. Mode of payment Yes 1 No2 30. What is your opinion about the premium rates?
1. Too high 2. Moderate. 3. Low
31. Do you know anything about the rate of penal interest for lapsed policies, and delayed payment?
32 How do you feel that the penal interest charged by the LIC for late payment of premium?
l.High 2. Moderate 3. Low 4 Unaware
33. a) Has any of your policy ever lapsed because of non payment of premium? l . Y e s l 2. No2
b)If yes, how did you revive it? Please specify
a. Revived the policy as and when it was brought to my knowledge by the LIC Branch office
b Revived the policy as and when it was brought to my knowledge by the agent
34. Are you aware of the entry of private players in Insurance Industry? l . Y e s l 2. No2
35. Do you favour the entry in to Insurance Industry? Yes 1 No2 36.a) If you find surplus money, will you purchase Private Insurance policies?
Yes 1 No2
36. b) If yes, mention which makes attractive?
1. Advertising 2. Lower premium 3. Better service 4 brand name of insurer 37. Have you ever come across any private life insurance agents?
Yes 1 No2
38. Do you feel that the performance of LIC gets improved after the entry of private players?
1. Totally agree 2. Agree to large extent 3. Agree to some extent 4. Totally disagree 5. Can't say.
1 Lie 2PVT 1 Lie 2PVT ILIC 2PVT
39. Indicate your perception regarding which of the insurer performs well in the following aspects:
a. Novel policy features b. Ease of forms
c. Effective advertisements
d. Courteous agents ] LIC 2 PVT e. Lower premiums ILIC 2 PVT f. Reliability ILIC 2 PVT g. Claim settlement ILIC 2 PVT
h. Grievance redressal ILIC 2PVT 40. How many times have you visited the LIC branch office?
1. Only once 2. Regularly 3.Occasionally 4. not so for 41. What is the distance between your place and the LIC branch office?
1. Below 10 k.ms 2. 10-20 Kms 3. 20-30 K.ms 4. More than 30 Kms 42.What is your opinion about the physical facihties available in the branch office?
5/ 4/ 3/ II 1/ Spacious Highly wSat/ sat.some ext./ satisfied/ less sat/ not satisfied b. Seating arrangements Highly Sat/ sat.some ext./ satisfied/ less sat/ not satisfied c. Drinking water Highly Sat/ sat some ext./ satisfied/ less sat/ not satisfied d. Ventilation Highly Sat/ sat.some ext./ satisfied/ less sat/ not satisfied e. Illumination Highly Sat/ sat.some ext./ satisfied/ less sat/ not satisfied f. Interior decoration Highly Sat/ s^it.some ext./ satisfied/ less sat/ not satisfied g. Space for Queues Highly Sat/ sat.some ext./ satisfied/ less sat/ not satisfied h. Placement of sign board. Highly Sat/ sat.some ext./ satisfied/ less sat/ not satisfied 43. Have you ever availed policy loans from the LIC?
44. Why do you prefer policy loans, it is for
1. Low rate of interest 2. Quick realization of loan
3. Convenient repayment of terms 4. No compulsion for immediate repayment 5. No necessity for collateral security 6. All the above
45. Do you repay the loan properly? Yes / No. If No, what are the obstacles that you come across in repayment?
a. No stipulated time limit of repayment b. Compound rate of interest c. No reminders from the LIC d. Any other reason
46. How do you come to know about the new policies that are introduced now and then?
1. Through advertisements 2. Through friends 3. Through agent 47. Do you receive the premium notices and bonus information regularly?
l.YesI 2.No2
48. Have you ever read the policy document in full and get the correct meaning? l.Yes 1 2.No2
49. Whether the Agents and Development officers helped in Claims settlement? 1 .Yes 1 2.No2
50. Indicate the level of satisfaction with the services rendered by LIC; 1 2 3 4 5 Particulars Much L.T expected Less Than exp. As exp More Than expected Much more expected a. ease of forms b. medical examination c. Product features d. Granting of policy loans e. loan recovery procedures f. settlement of claims g. grievance settlement h. Amount of premium i. issue of premium demand notice j . Bonus amount k. change of nomination 1. surrender of policy m. revival of policy n. change of address 0. transfer of policy p. policy status notice q. courtesy of staff r. age of admission
51. Are you aware of any health insurance policy?
l.Yes ] 2.No2
52. How dp you perceive health insurance policy?
53. What is your annual medical expenses of the family ?
1. Below Rs. 1000 2. Rs. 1000-2000 3. Rs. 2001-3000 4. Above Rs.3000. 54. Are you aware of the following?
a. UUP b. Pension policy c. IRDA d. Women policies e. Group insurance f. Guaranteed additions g. Bonus rate h. Surrender of policy
FuUy aware / Partially aware / Unaware Fully aware / Partially aware / Unaware Fully aware / Partially aware / Unaware Fully aware / Partially aware / Unaware Fully aware/ Partially aware/ Unaware Fully aware / Partially aware / Unaware Fully aware / Partially aware / Unaware Fully aware / Partially aware / Unaware
55. State any other facihties expected by you from the insurance companies ? Please mention
56. Which type of policy do you suggest for women as more useful? Please rnention
57. Any special suggestions for insurance companies? Please mention
