This white paper analyzes customer satisfaction with life insurance policies in India. It aims to understand customer attitudes, problems purchasing policies, and unmet expectations. A hypothesis is formed that consumers are not satisfied with life insurance policies. The paper outlines a methodology using surveys and statistical analysis to test the hypothesis. Insights from the study could help life insurance providers better meet customer needs and improve satisfaction levels.

1. A WHITE PAPER PRESENTATION ON CUSTOMER SATISFACTION LEVEL TOWARDS LIFE INSURANCE SUBMITTED TO: Mrs. Sapna Modi SUBMITTED BY: Rupak Choudhary TIMSR - PGDM (Marketing)

2. Objectives To study customer satisfaction of the life insurance policies. To understand the customer attitude towards different Life Insurance Policies. To understand the problem faced by the customer while purchasing a Life Insurance policies. To understand the unfulfilled expectations of the customers and to get Customer insight.

3. Introduction What is Insurance? Indian Insurance an Overview.

4. Life Insurance, Household Savings & GDP 2.1 13.0 2004 – 05 1.8 12.4 2003 – 04 1.3 11.8 2002 – 03 1.2 10.3 1996 – 96 1.2 8.1 1994 – 95 1.0 9.5 1990 – 91 0.7 7.0 1985 – 86 0.7 7.6 1980 – 81 Life Insurance as % of GDP Life Insurance as % of Savings in Financial Assets Year

5. Purpose and Need of Insurance Health insurance vi. Financial cover in ailments/surgery etc. Vehicle insurance v. Theft are accident of vehicles Carrier insurance iv. Goods in transit by road or railway destroyed Burglary insurance iii. Jewellery/Cash/Household goods stolen or robbed Marine insurance ii. Shipment or transportation of goods by ship, destroyed in catastrophe Fire insurance I. House/Office/Factory or any movable assets destroyed in fire

6. CONTD … Insurance and Social Security Insurance and Financial Security Insurance and Economic Development Insurance and Employment

7. LIFE INSURANCE Term Insurance Policy Whole Life Policy Endowment Policy Money Back Policy Annuities and Pension

8. BENEFITS OF LIFE INSURANCE Superior to Any Other Savings Plan Encourages and Forces Thrift Easy Settlement and Protection against Creditors Administering the Legacy for Beneficiaries Ready Marketability and Suitability for Quick Borrowing Disability Benefits Accidental Death Benefits Tax Relief

9. MAJOR PLAYERS & MARKET SHARE 100 Grand Total 91.19 LIC 8.81 Total 0.04 AMP Sanmar 0.11 Aviva 0.73 SBI Life 3.41 ICICI Pru 0.43 Alianz Bajaj 0.05 Met Life 1.11 HDFC-Standard 0.15 ING Vyasa 0.75 Max New York 1.12 Birla-Sunlife 0.31 Om-Kotak 0.60 Tata-AIG Premium (%) Market Share Based on Company

10. Hypothesis Statement The hypothesis formulated for the research is as below H0: Consumers are satisfied with Life Insurance Policies. H1: Consumers are not satisfied with Life Insurance Policies.

11. Literature Review Topic 1 : Insurance broker’s role not well understood. Topic 2 : How not to lose customers Topic 3 : Activity based costing for strategic decisions support.

12. CONT… Topic 4 : Risk Perception and Reduction in the Purchase of Consumer Services. Topic 5 : Perception gap creates animosity among consumers. Topic 6 : Insurance Company Effectiveness under Extreme Conditions.

13. METHODOLOGY Research design Sample Plan Data Analysis Cross- tabulation. Hypothesis testing using z-Test: Two Sample for Means. n = N / {1+N (e) ^2}

14. Importance The benefit which the customer gets because of the life insurance policies can be studied. Customer awareness and perception various life Insurance policies can also be analyzed. The unfulfilled expectations of the customers can be understood. The factors which are considered important by the customers before buying life insurance policies can be understood.

15. Benefits of study The study would provide an insight into the needs wants and desires of the consumers toward Life Insurance. It will help to make the comparative analysis between various life insurance policies. Advantages and disadvantages of these life insurance policies can be studied.

16. Limitations of the research Possibility of data manipulation by customers. Possibility of non disclosure of data by customers. Unwillingness of the customers to provide information. Customers located at remote places may not be considered

17. CONCLUSION This study will provide an overview of the satisfaction levels enjoyed by Life Insurance companies by its customers and also pin points those areas where the satisfaction levels are low and need to be worked upon so that it can provide customer delight. Service is the key to success in this industry and the earlier the players recognize this fact the better they will be.

18. THANK YOU