Product details

The case focuses on the possible reasons for customer dissatisfaction in the insurance industry. It discusses the need for insurance organisations to increase their level of customer service. The case also throws light on the changing expectations and growing demands of customers with regard to insurance products and services. The need to achieve seamless co-ordination between various departments of an insurance organisation to enhance customer service is also discussed. The case is structured to enable students to: (1) understand the need to improve customer relations; (2) understand the changing expectations of customers with regard to insurance products and services; (3) understand the role of the organisation''s structure in providing better customer service; and (4) analyse the significance of co-ordination between the various departments of an insurance organisation to provide efficient services to its customers. The case is aimed at MBA/PGDBA students, and is intended to be part of the management of insurance companies, insurance marketing or services marketing curriculum.