Description
ma
CHAPTER V Findings, Suggestions &Conclusions
5.1 FINDINGS
• • 72Percent of Motor Insurance customers are satisfied with S!I GERNA" INS#RANCE Majority of customers are satisfied with Delivery and Renewals of policies.
1|Page
• • • • •
Important factor is the customers will suggest the company to others, which help in word of mouth pu licity. S!I GERNA" INS#RANCE $%&ing good !ustomer "atisfaction, which made the company top in area of #hopal Premium is it high than other companies, ut he services provided y the company is good. Many of the customers are not happy with the Professionalism, claim settlement Process$ Reim ursements. Most of the Motor #usiness ids from Maruti, %yundai !ustomers
5.' S#GGESTI(NS
• • • • • &gent'(mployees need good communication in (nglish or %indi to compete in the mar)et. 2*Percent of customers are not satisfied now days with response given y &gents'Renewal team. More hospitality is to e given to the customer, so he e loyal to the company. Most of the insured are not aware of Drive assure policy, motivate them for that add on pac)age. Motivate the !ustomers for %ealth Policies while follow up them for renewals.
5.) C(NC"#SI(N
!ompetition will surely cause the mar)et to grow eyond current rates, create a igger pie, and offer additional consumer choices through the introduction of new products, services and price options. +et, at the same time pu lic and private sector companies will e wor)ing together to ensure healthy growth and development of the sector. ,he mar)et is now in an evolving phase where one can e-pect a lot of actions in coming days. It is concluded from the survey that many customers are satisfied of S!I GERNA" INS#RANCE and will suggest the company to others which is powerful promotion to company and it need to improve in communication of &gents'(mployees. !ompany need to create trust in costumers a out private insurance companies y rendering good services li)e proper claims, good response to costumer .ueries and maintaining good relationship with costumers. Most of !ustomers of S!I GERNA" INS#RANCE are from Motor Policies. "o company need to create the awareness of the policies li)e /ire 0%ome1, ,ravel and urglary many more2
2|Page
!I!"I(GRAPH*
+e,sites
3|Page
1. Insurance Regulatory $ Development &uthority3 www.irdaindia.org 2. "#I 4ernal Insurance !ompany 5imited.3 www.sbigernal.in 3. "#I3 www.s i.co.in 4. %indu3 www.%indu.co.in
Malhotra Group Of Institute
4|Page
Piplani, BHEL Bhopal
Project Report On Customer Satisfaction Of sbi General Insurance
Session
!"#$"%
Submitte& to Submitte& b' Mr (s)ani *aresh *a+pal
5|Page
MB( ,-inance.
CER/I-IC(/E
,his is to certify that -.. N%.es$ N%g/%l is student of -%ste. (0 !usiness Ad1inist.%tion IIIrd "em, for the year 2*67 8 2*69 from Malhotra 4roup of institute piplani hel in #hopal, has completed his project entitled 2Custo1e. s%tis0%ction33 of "#I 4ernal Insurance, under my supervision from 6: may 2*67 to 7* june 2*67
D%te444444444 Pl%ce 4444...
-..R%&i D$%5%n 0Manager &ccount1 "#I 4ernal Insurance, ;ew Mar)et #hopal 0M.P.1
6|Page
DEC"ARATI(N
I, N%.es$ N%g/%l o0 2-%ste. (0 !usiness Ad1inist.%tion6 from Malhotra 4roup of institute piplani hel in #hopal 0M.P.1 %ere y declare that all the information, facts and figures gathered y me are first hand in nature and is actually ased on my study. &ny resem lance from e-isting wor)s is purely confidential in nature.
D%te Pl%ce
N%.es$ N%g/%l M.#.&. 0III rd "em1 /inance Malhotra group of institute piplani bhel in #hopal 0M.P.1
7|Page
PRE-(CE
In the present scenario of glo ali<ation it has ecome mandatory to ac.uire practical )nowledge to fit in the theory of survival of the fittest with the up gradation in technology level and ever increasing competition one must have a practical view and e-periences of various theories of concept of =/inancial Management>.
&s the part of M.#.&. course, under went :* days of = ?ocational ,raining> on complete study of =/inancial "tatement> of the company $ analysis the = !ustomer "atisfaction > of S!I Ge.n%l Insu.%nce Co1/%n7 "i1ited.
It had a privilege to eing =?ocational ,raining> at S!I Ge.n%l Insu.%nce Co1/%n7 "i1ited !$o/%l. ,his ,raining is important, as it is a vital part of our curriculum During the course and its give me good e-perience of my wor). I had the opportunity to interact with many people from diverse fields, which further enriched my @nowledge.
N%.es$ N%g/%l M.#.&. 0IIIrd "em1 /inance
8|Page
Malhotra group of institute piplani bhel in #hopal 0M.P.1
AC8N(+"EDGE-ENT
Aith a sense of great pleasure $ satisfaction I present this report entitled as S!I Ge.n%l Insu.%nce Co. "td. culmination of my efforts of last siwee)s. !ompletion of this project, is no dou t, is a product of invalua le support $ contri ution of a num er of people.
I wish to e-press my gratitude to those who generously helped me in completing this research wor) with their )nowledge $ e-pertise. & project of this nature calls for intellectual nourishment, professional help $ encouragement from various .uarters.
I present my gratitude to project guide -.. R%&i D$%5%n 0Bperation %ead "#I 4(R;&5 I;"CR&;!(, ;ew Mar)et #hopal1 for giving me the opportunity to wor) for "#I 4(R;&5 Insurance !ompany 5td. for eing constant guiding force $ a source of Illumination throughout this entire period.
My special than)s to all employees of "#I 4(R;&5 Insurance !ompany 5td, ;ew Mar)et #hopal, who e-tended their precious cooperation $ for the patience they showed while entertaining my .ueries. I am immensely than)ful to all agents who too) out time from their with all the valua le information. usy
schedule and enthusiastically responded to my .ueries and provided me
9|Page
10 | P a g e
11 | P a g e
doc_998490076.doc
ma
CHAPTER V Findings, Suggestions &Conclusions
5.1 FINDINGS
• • 72Percent of Motor Insurance customers are satisfied with S!I GERNA" INS#RANCE Majority of customers are satisfied with Delivery and Renewals of policies.
1|Page
• • • • •
Important factor is the customers will suggest the company to others, which help in word of mouth pu licity. S!I GERNA" INS#RANCE $%&ing good !ustomer "atisfaction, which made the company top in area of #hopal Premium is it high than other companies, ut he services provided y the company is good. Many of the customers are not happy with the Professionalism, claim settlement Process$ Reim ursements. Most of the Motor #usiness ids from Maruti, %yundai !ustomers
5.' S#GGESTI(NS
• • • • • &gent'(mployees need good communication in (nglish or %indi to compete in the mar)et. 2*Percent of customers are not satisfied now days with response given y &gents'Renewal team. More hospitality is to e given to the customer, so he e loyal to the company. Most of the insured are not aware of Drive assure policy, motivate them for that add on pac)age. Motivate the !ustomers for %ealth Policies while follow up them for renewals.
5.) C(NC"#SI(N
!ompetition will surely cause the mar)et to grow eyond current rates, create a igger pie, and offer additional consumer choices through the introduction of new products, services and price options. +et, at the same time pu lic and private sector companies will e wor)ing together to ensure healthy growth and development of the sector. ,he mar)et is now in an evolving phase where one can e-pect a lot of actions in coming days. It is concluded from the survey that many customers are satisfied of S!I GERNA" INS#RANCE and will suggest the company to others which is powerful promotion to company and it need to improve in communication of &gents'(mployees. !ompany need to create trust in costumers a out private insurance companies y rendering good services li)e proper claims, good response to costumer .ueries and maintaining good relationship with costumers. Most of !ustomers of S!I GERNA" INS#RANCE are from Motor Policies. "o company need to create the awareness of the policies li)e /ire 0%ome1, ,ravel and urglary many more2
2|Page
!I!"I(GRAPH*
+e,sites
3|Page
1. Insurance Regulatory $ Development &uthority3 www.irdaindia.org 2. "#I 4ernal Insurance !ompany 5imited.3 www.sbigernal.in 3. "#I3 www.s i.co.in 4. %indu3 www.%indu.co.in
Malhotra Group Of Institute
4|Page
Piplani, BHEL Bhopal
Project Report On Customer Satisfaction Of sbi General Insurance
Session
!"#$"%
Submitte& to Submitte& b' Mr (s)ani *aresh *a+pal
5|Page
MB( ,-inance.
CER/I-IC(/E
,his is to certify that -.. N%.es$ N%g/%l is student of -%ste. (0 !usiness Ad1inist.%tion IIIrd "em, for the year 2*67 8 2*69 from Malhotra 4roup of institute piplani hel in #hopal, has completed his project entitled 2Custo1e. s%tis0%ction33 of "#I 4ernal Insurance, under my supervision from 6: may 2*67 to 7* june 2*67
D%te444444444 Pl%ce 4444...
-..R%&i D$%5%n 0Manager &ccount1 "#I 4ernal Insurance, ;ew Mar)et #hopal 0M.P.1
6|Page
DEC"ARATI(N
I, N%.es$ N%g/%l o0 2-%ste. (0 !usiness Ad1inist.%tion6 from Malhotra 4roup of institute piplani hel in #hopal 0M.P.1 %ere y declare that all the information, facts and figures gathered y me are first hand in nature and is actually ased on my study. &ny resem lance from e-isting wor)s is purely confidential in nature.
D%te Pl%ce
N%.es$ N%g/%l M.#.&. 0III rd "em1 /inance Malhotra group of institute piplani bhel in #hopal 0M.P.1
7|Page
PRE-(CE
In the present scenario of glo ali<ation it has ecome mandatory to ac.uire practical )nowledge to fit in the theory of survival of the fittest with the up gradation in technology level and ever increasing competition one must have a practical view and e-periences of various theories of concept of =/inancial Management>.
&s the part of M.#.&. course, under went :* days of = ?ocational ,raining> on complete study of =/inancial "tatement> of the company $ analysis the = !ustomer "atisfaction > of S!I Ge.n%l Insu.%nce Co1/%n7 "i1ited.
It had a privilege to eing =?ocational ,raining> at S!I Ge.n%l Insu.%nce Co1/%n7 "i1ited !$o/%l. ,his ,raining is important, as it is a vital part of our curriculum During the course and its give me good e-perience of my wor). I had the opportunity to interact with many people from diverse fields, which further enriched my @nowledge.
N%.es$ N%g/%l M.#.&. 0IIIrd "em1 /inance
8|Page
Malhotra group of institute piplani bhel in #hopal 0M.P.1
AC8N(+"EDGE-ENT
Aith a sense of great pleasure $ satisfaction I present this report entitled as S!I Ge.n%l Insu.%nce Co. "td. culmination of my efforts of last siwee)s. !ompletion of this project, is no dou t, is a product of invalua le support $ contri ution of a num er of people.
I wish to e-press my gratitude to those who generously helped me in completing this research wor) with their )nowledge $ e-pertise. & project of this nature calls for intellectual nourishment, professional help $ encouragement from various .uarters.
I present my gratitude to project guide -.. R%&i D$%5%n 0Bperation %ead "#I 4(R;&5 I;"CR&;!(, ;ew Mar)et #hopal1 for giving me the opportunity to wor) for "#I 4(R;&5 Insurance !ompany 5td. for eing constant guiding force $ a source of Illumination throughout this entire period.
My special than)s to all employees of "#I 4(R;&5 Insurance !ompany 5td, ;ew Mar)et #hopal, who e-tended their precious cooperation $ for the patience they showed while entertaining my .ueries. I am immensely than)ful to all agents who too) out time from their with all the valua le information. usy
schedule and enthusiastically responded to my .ueries and provided me
9|Page
10 | P a g e
11 | P a g e
doc_998490076.doc