With regards to issues in problem solving, in motor insurance, one needs to appreciate: i. Quality and infrastructure of dealers and garages; ii. Numbers of tie-ups with different dealers network; iii. Types of the dealer centre in terms of its infrastructural facilities; iv. Types of the workshops in terms of services they offer; v. Politeness and behavior of the customer service representative
Reliability for the customer is: i. His sense of security to the policyholder, ii. Solidity of the insurance enterprise by ensuring their solvency margins within norms prescribed by the regulator, iii. Guarantee against claims pay ability by investing in government approved securities and adhering to legislative norms for a guarantee fund for all insurance activity
The policyholder expects to be treated reasonably and be not charged excessively and receive fair treatment as between policyholders and principle of discrimination in rating i.e., equity among policyholders.
Responsiveness for customer to be satisfied refers to sensitivity of insurer.
Customer needs assurance repeatedly through: i. Applicability of the product / policy cover on customer; ii. Companys initiative to provide awareness of the product facilities and covers; iii. Regular updates on timely basis; iv. Ensuring adequacy and scope of the insurance policy; and v. Appropriate steps employed for the claim settlements
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