485 Appendix 1 Questionnaires Questionnaire I Policy Holders “A STUDY OF MANAGEMENT OF PROBLEMS AND PROSPECTS OF GENERAL INSURANCE COMPANIES IN PUBLIC SECTOR IN PUNE REGION FOR THE PERIOD 2000-2008” Mr. Sharad N. Inamdar Research Student PUBLIC SECTOR GENERAL INSURANCE COMPANIES INSURANCE POLICY HOLDERS Name: - ______________________________________________________________ Phone No.__________________________ Sex: Male □ Female □ Qualification: SSC HSC Graduate Post Graduate Ph.D. Occupation: Student Professional Business Salaried
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485
Appendix 1 Questionnaires
Questionnaire I Policy Holders
“A STUDY OF MANAGEMENT OF PROBLEMS AND PROSPECTS OF
GENERAL INSURANCE COMPANIES IN PUBLIC SECTOR IN PUNE REGION
Q. 2. For which item below you have taken Insurance Cover? (Please tick as many as appropriate)
a.
Vehicle
i. Two Wheelers
ii. Four Wheelers
b. Home
c. Office
d. Jewellery
e. Locker
f. Computer/laptop
g. Mobile
h. Health
i. Travel
j. Marine
k. Any other thing
487
Q.3. Have you taken the Mediclaim policy for you?
Yes □ No □
Q.4. Have you taken Mediclaim policy for children and wife?
For children □ For wife □ For both □ Not for both □
Q.5. One must take General Insurance Policies for items stated in Q.2.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.6. One must take General Insurance cover every year for the assets as
long as they last.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.7. a. Do you go for General Insurance because it is Compulsory?
Yes □ No □
b. Do you go for General Insurance to cover risk?
Yes □ No □
Q.8. Are you aware of the terms and conditions of the policy which you have
taken?
Aware □ Not aware □ No Idea at all □
Q.9. I am aware about the various schemes of the general insurance
companies.
Strongly agree Agree Neither agree
or disagree Disagree
Strongly
disagree
488
Q.10. There was a monopolistic situation for Public Sector General Insurance companies before the entry of Private Sector General Insurance Companies?
Strongly
agree Agree
Neither agree
or disagree Disagree
Strongly
disagree
Q.11. The aggressive marketing strategies by the Private Sector general insurance companies will increase consumer awareness.
Strongly
agree
Agree Neither agree
or disagree
Disagree Strongly
disagree
Q.12. The insurance (General Insurance) cover is a must for everybody.
Strongly
agree Agree
Neither agree
or disagree Disagree
Strongly
disagree
Q.13. The Tariff rates for comprehensive policy are very much on higher side.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.14. Your General Insurance company gives you good service.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.15. Settlement of claims by Private Sector General Insurance companies is faster compared than Public Sector General Insurance Companies
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
489
Q.16. Which types of general insurance companies are more reliable according to you?
Public Sector □ Private Sector □
Q.17. The General Insurance Sector is essential for the growth and development of the country.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.18. I know about the IRDA, its duties and functions etc.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.19. I know the duties of an insurance agent fully.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.20. The General insurance agents have sufficient knowledge about the procedures.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.21. I know how the tariff rates and premium rates are arrived at by the general insurance company.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.22. I know the procedure of settlement of claims.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
490
Q.23. I am satisfied with the time required for settlement of the claims.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.24. Have you ever gone into litigation against the general insurance company for non- settlement of your claims as per your expectations?
Yes □ No □
Q.25. What made you choose your current general insurance company?
a. Brand Image □ b. Efficient Services □
c. Low Cost □ d. Quick settlement of Claims □
e. Others □ ------------------------------------------------------------------
Q. 26. From which channel did you purchase your policy?
a. Online □ c. Retail □
b. Telesales □ d. Bank assurance □
e. Branch Walk-ins □
Q.27. Are you satisfied by the services provided by your general insurance company?
Yes □ No □
If No, what are your reasons for dissatisfaction?
a. Policy Document not received on time □ b. Dissatisfied by the Agent‘s services □ c. Delay in claims settlement □ d. Others □
_________________________________________________
491
Q.28. What is your general insurance company‘s record in doing the work accurately? (Tick any 1)
Excellent Very Good Good Poor Very Poor
Q.29. Is doing business with your general insurance company easy? (Tick any 1)
Excellent Very Good Good Poor Very Poor
Q.30. The service of the claim representative of your general insurance company was:
Excellent Very Good Good Poor Very Poor
Q.31. How do you rate your satisfaction with the service you received?
Excellent Very Good Good Poor Very Poor
Q.32. How do you rate your general insurance company overall?
Excellent Very Good Good Poor Very Poor
Q.33. How likely are you to recommend your general insurance company to others?
Very Likely Likely Cannot say Unlikely Very Unlikely
Q.34. I always prefer to deal with general insurance companies through Agent only
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
492
Q.35. There is poor awareness amongst people in India about the General Insurance Business.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.36. I have checked up the credibility of my agent before taking general insurance policy through him
Yes □ No □
Q.37. These days there is fierce competition between general insurance companies because of liberalization.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.38. Have you ever changed the general insurance company for some reasons
Yes □ No □
Q.39. Do you feel that you get good service from the company which you
have chosen
Yes □ No □
Q.40. The Public Sector General Insurance companies in India have good prospects
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.41. The management of Public Sector General Insurance companies has rigid approach towards its customers
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
493
Q.42. Income Tax rebate cannot be availed on any general insurance policy
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.43. The policy document should not be too long as to lose the accuracy nor should it be too short thereby missing out on key facts and it should be simple to understand.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.44. The Public Sector General Insurance companies have a grievance redressal system in place, are you aware of the same
Yes □ No □
Q.45. Which of the following mode did you use to register your complaint?
Call Centre Email Support
Branch Walk-ins Letters & Faxes
Q.46. I would like to continue with the same company for general insurance policy in future
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Signature: _____________________________
Designation: ___________________________
Date: __________
.The Research is purely for Academic Purpose ٭
.Confidentiality of the Respondents will be maintained ٭
494
Questionnaire II Management
“A STUDY OF MANAGEMENT OF PROBLEMS AND PROSPECTS OF GENERAL INSURANCE COMPANIES IN PUBLIC SECTOR IN PUNE REGION
FOR THE PERIOD 2000-2008”
Mr. Sharad N. Inamdar
Research Student
PUBLIC SECTOR GENERAL INSURANCE COMPANIES
MANAGEMENT
Name of the General Insurance Company: ______________________________________
Top Level Management: □ Middle Level Management: □
Officers: □
Sex:
Male Female
495
Qualification: Please Tick 1
SSC HSC Graduate Post Graduate Ph.D.
Q. 1. Your annual income is (Please Tick 1)
Q.2. The insurance premium rates, charged by the public sector general insurance companies are often on the higher side.
Strongly Agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.3. Are you fully aware of the terms and conditions of the policies that you are offering?
Yes □ No □ Some of them □
Q.4. The private sector general insurance companies give better service than the public sector general insurance companies.
Strongly Agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.5. Do you know about the various schemes of your company?
a. All of them
b. Some of them
c. None of them
d. Can‘t say
a 1,00,001 to 2,00,000
b 2,00,001 to 3,00,000
c 3,00,001 to 4,00,000
d 4,00,001 to 5,00,000
e Above 5,00,000
496
Q.6. Liberalisation has affected the general insurance business.
Strongly Agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.7. What is the level of competition of your company with other general insurance companies?
Intense High Do not know Low Very Low
Q.8. The private sector general insurance companies are far ahead in marketing when compared with the public sector general insurance companies.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.9. Your company is making more profits every year
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.10. In the absence of private sector general insurance companies the public sector general insurance companies would have had more business.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.11. Some of the corporate business of public sector general insurance companies has gone to private sector general insurance companies.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.12. The intense competition brought about by deregulation/liberalisationhas encouraged the industry to innovate in all areas.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
497
Q.13. In which area is there a greater awareness about the general insurance business?
Urban Area Rural Area Cannot say
Q.14. The entry of private sector general insurance companies will prove to be a danger to public sector general insurance companies in future.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.15. Because of system of de-tariffing of premium rates and discounts the business of general insurance companies has been affected.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.16. The entry of brokers has affected your profit margins.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.17. People do react to your advertisement and come forward to enquire or buy the product immediately.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.18 The surveyors appointed by you are all loyal to your Company.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.19. There is overstaffing in your company.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
498
Q.20. Often there are procedural delays in settlement of claims.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.21. The government should exercise lesser control on the business of general insurance.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.22. The process of calculating the premium rates is complicated.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.23. Your company has adequate infrastructure.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.24. The available infrastructure is used by the general insurance companies to its fullest capacity.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.25. The rotation/transfer policies of the public sector general insurance companies are complicated and not acceptable by majority employees.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.26. The public sector generalinsurance companies are facing the problem of fake claims.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
499
Q.27. Some public sector general insurancecompanies follow unethical practices.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.28. The government should give aid or some special package to the public sector general insurance companies.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.29. The government‘s policies towards general insurance sector are favourable.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.30. Which type of general insurance companies do you think have succeeded in creating new business after globalization?
Public Sector □ Private Sector □ Both □
Q.31. Because of globalization there is ever increasing competition.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.32. The existing business is getting rotated amongst the insurance companies.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.33. Settlement of claims by private sector general insurance companies is faster compared to public sector general insurance companies.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
500
Q.34. The public sector general insurance companies need to improve the service.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.35. Most of the employees are not fully aware about the IRDA, its duties and functions etc.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.36. All the insurance Agents/Brokers have sufficient knowledge about the procedure.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.37. Any training and development programme for the staff will help you face the competition more efficiently and effectively.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.38. Better trained and committed staff will help in getting more business in view of the stiff competition.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.39. It is often said that the procedure involved in settlement of claims is often complicated.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
501
Q.40. Giving maturity bonus on policies will boost insurance business.
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.41. Your company thoroughly understands customer needs
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.42. Your company has built strong relationships with intermediaries such as agents
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.43. Your company has segmented the market carefully to arrive at the appropriate products and pricing to cater to the needs of every individual
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.44. Your company has moved along a continuum from pure service products to pure commodity products and has explored new outlets for selling the products
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.45. The public sector general insurance companies still call the shots despite incursion of private sector general insurance companies
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
502
Q.46. General insurance industries now deals with customers who know what they want and when
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.47. With increased competition among insurers, quality of service is a key issue
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Q.48. The merger of all the four public sector general insurance companies would attract more business
Strongly agree
Agree Neither agree or disagree
Disagree Strongly disagree
Signature: ________________________Designation:
___________________________
Date: __________
.The Research is purely for Academic Purpose ٭
.Confidentiality of the Respondents will be maintained ٭
503
Appendix 2 Bibliography
Reference Books
1. ―General Insurance‖(IC-) by Mr. S. Balchandran, Publication of Insurance
Institute of India. A Text Book for pre-recruitment Examination for General
Insurance Agents based on Syllabus prescribed by IRDA
2. ―General Insurance‖(IC-34) by Mr. S. Balchandran, Publication of
Insurance Institute of India. A Text Book for pre-recruitment Examination
for General Insurance Agents based on Syllabus prescribed by IRDA
3. Malhotra Committee Report, in 1999, the Insurance Regulatory and
Development Authority (IRDA), an autonomous body to regulate and
develop the insurance industry. The IRDA was incorporated as a statutory
body in April, 2000.
4. Insurance –Principles and Practice‖, by M. N. Mishra, Professor of
Corporate Studies, Faculty of Commerce, Banaras Hindu University-S.
Chand & Company Ltd., Ram Nagar,NewDelhi-110055
5. William H. Rodda, James S. Trieschmann, Eric A. Wiening and Bob A.
Hedges, ―Commercial Property Risk Management and Insurance‖,
published in the year, 1988, published by American Institute for Property
and Liability Underwriters
6. John Hanson & Christopher Henley ―All Risks Property Insurance‖,
published in the year 1995, published by Lloyd‘s of London Press Ltd., 1st
edition
7. George E. Rejda, ―Principles and Risk Management and Insurance,‖
eighth edition, published in the year 2003, by Pearson Education Inc.
8. George L. Head and Stephen Horn II, ―Essentials & Risk Management,‖ II
edition, published by Insurance Institute of America, in the year 1991
504
9. Dan Borge, ―The Book of Risk Management,‖ published by John Wiley &
Sons Inc., in the year 2001
10. Peter Field, ―Modern Risk Management – A History‖, published by Risk
Books, a division of Incisive RWG Ltd., in the year 2003
11. ―Principles & Practices of Insurance & Survey & Loss Assessment,‖ first
edition, published by Insurance Institute of India, in the year 2003
12. Dheeraj Razdan, ―Insurance – Principles, Applications & Practices, first
edition, published by Cyber Tech Publications, New Delhi, in the year
5http://www.shcil.com/insure/shcil_insure_intro.cfm, (Ref: Stock Holding Corporation of India Ltd.)SHCIL is a Corporate Agent of Insurance Regulatory Development Authority. (IRDA)
6Book titled ―General Insurance‖(IC-34) by Mr. S. Balchandran, Publication of Insurance Institute of India. A Text Book for pre-recruitment Examination for General Insurance Agents based on Syllabus prescribed by IRDA
7 http://www.economywatch.com/insurance/general/
8A committee set up to recommend reforms in the insurance sector; headed by the former Reserve Bank of India Governor, Mr. R. N. Malhotra
10Article titled ―Insurance Law-Regulations in India‖, in the year 2002, by Nitshith Desai Associates, Legal & Tax Consulting Worldwide-http://www.nishithdesai.com/Research-Papers/Insurance.pdf
12Following the recommendations of the Malhotra Committee Report, in 1999, the Insurance Regulatory and Development Authority (IRDA), was constituted as an autonomous body to regulate and develop the insurance industry. The IRDA was incorporated as a statutory body in April, 2000.
13Article by Mr. Sanjeev Sasidharan TKM Institute of Management, Kerala (http://www.indianmba.com/Occasional_Papers/OP85/op85.html)
20Following the recommendations of the Malhotra Committee Report, in 1999, the Insurance Regulatory and Development Authority (IRDA), was constituted as an autonomous body to regulate and develop the insurance industry. The IRDA was incorporated as a statutory body in April, 2000.
26―Insurance –Principles and Practice‖, by M. N. Mishra, Professor of Corporate Studies, Faculty of Commerce, Banaras Hindu University-S. Chand & Company Ltd., Ram Nagar,NewDelhi-110055
28The author of the book is Professor of Corporate Studies, Faculty of Commerce, Banaras Hindu University,(A Publication: S. Chand & Company Ltd., Ram Nagar, NewDelhi-110055)
30―Insurance –Principles and Practice‖, by M. N. Mishra, Professor of Corporate Studies, Faculty of Commerce, Banaras Hindu University-S. Chand & Company Ltd., Ram Nagar, New Delhi-110055 (Page-12)
58Article titled ― The Indian Insurance Industry‖, on the site of Economy Watch (Ref:http://www.economywatch.com/indianeconomy/india-insurance-sector.html)
62―Insurance Trends in India,‖ an article by Mr. Niraj Jain, in Insurance I Opener, March 21, 2008, Ref:http://www.insurancemall.in/I- Opener/post/2008/03/Insurance-Trends-in-India.aspx.