Customer Satisfaction Survey on Star Health

Topics: Insurance, Health insurance, Health economics Pages: 25 (6836 words) Published: April 29, 2013
1.1Customer Satisfaction
What is customer satisfaction?
Customer satisfaction refers to how satisfied customers are with the products or services they receive from a particular agency. The level of satisfaction is determined not only by the quality and type of customer experience but also by the customer’s expectations. A customer may be defined as someone who:

•Has a direct relationship with, or is directly affected by your agency and
•Receives or relies on one or more of your agency’s services or products.
Customers in human services are commonly referred to as service users , consumers or clients. They can be individuals or groups. An organization with a strong customer service culture places the customer at the centre of service design, planning and service delivery.

Customer centric organizations will:
•Determine the customers expectations when they plan
•Listen to the customer as they design
•Focus on the delivery of customer service activities
•Value customer feedback when they measure performance.

Why is it important?
There are a number of reasons why customer satisfaction is important in Insurance Sector:
• Meeting the needs of the customer is the underlying rationale for the existence of community service organizations. Customers have a right to quality services that deliver outcomes.
• Organizations that strive beyond minimum standards and exceed the expectations of their customers are likely to be leaders in their sector.
• Customers are recognized as key partners in shaping service development and assessing quality of service delivery • The process for measuring customer satisfaction and obtaining feedback on organizational performance are valuable tools for quality and continuous service improvement.

1.2 The Insurance Regulatory and Development Authority (IRDA)

Reforms in the Insurance sector were initiated with the passage of the IRDA Bill in Parliament in December 1999. The IRDA since its incorporation as a statutory body in April 2000 has fastidiously stuck to its schedule of framing regulations and registering the private sector insurance companies.

The other decisions taken simultaneously to provide the supporting systems to the insurance sector and in particular the life insurance companies were the launch of the IRDA’s online service for issue and renewal of licenses to agents.

The approval of institutions for imparting training to agents has also ensured that the insurance companies would have a trained workforce of insurance agents in place to sell their products, which are expected to be introduced by early next year. Since being set up as an independent statutory body the IRDA has put in a framework of globally compatible regulations. In the private sector 12 life insurance and 6general insurance companies have been registered.

The main objective of this study is to carry on brief study on “
Customer Satisfaction survey on Health Insurance products services of Star Health and Allied Insurance. Through this I am able to get the different Health Insurance Policies and their products services.

Other objectives of this project are as follows:
• To identify the health insurance needs of the Indian population with respect to their emotional, physical and financial conditions.
•Comparative study of various health insurance players in the market.
• To study the varied reasons of availing health insurance plans. • To know the level of satisfaction of the people who are currently insured

Health care Insurance scenario in India
The health care system in India is characterized by multiple systems of medicine, mixed ownership patterns and different kinds of delivery structures. During the last 50 years India has developed a large government health infrastructure with more than 150 medical colleges, 450district hospitals, 3000 Community Health Centers, 20,000 Primary Health Care centers and130,000 Sub-Health...
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