The tangibility of insurance services directly relates to things like promptness in policy issue; credibility of the company; promptness in claim settlement etc.
Insurance ombudsman has been mandated to perform the function of Award making up to Rs. 20 lakhs in respect of personal lines of insurance from any person.
Responsiveness for customer to be satisfied refers to sensitivity of insurer towards quality of repairs made available; degree of clarification on insured amount; hassle free repairs etc.
Jose Rose said, ?Quality begins and ends with the customers. The fundamental principal is that the quality is what the buyer defines it as not what the company defines it to be.
Reliability of insurance company is shown if the insurance policy meets the customers needs which are acceptable to him; financial strength of the company in the long term; interconnectivity of the operating branches etc.
MODELEXAM® 
www.realsoftinfoplan.com