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WEBSITES

1. www.sbilife.co.in

2. www.iciciprulife.com

3. www.licindia.in

4. www.irda.gov.in

5. www.irdaindia.org

6. www.insuranceinstituteofindia.com

QUESTIONNAIRE – FOR AGENTS

A STUDY ON MARKETING OF LIFE INSURANCE PRODUCTS AND

SATISFACTION OF POLICYHOLDERS OF SELECT LIFE INSURANCE

COMPANIES IN SALEM DISTRICT

PERSONAL DATA

1. Name of the agent:

2. Gender

a. Male b. Female

3. Age _____ in years

4. Educational qualification

a. Higher Secondary b. Graduate c. Post Graduate

5. Marital Status

a. Married b. Unmarried

6. Number of members in the family

a. Two b. Three c. Four d. Five and above

7. Number of earning members in the family

a. One b. Two c. More than two

8. How long you are serving as an agent in the insurance company?

a. less than 5 years b. 5-10 years

c. 10-15 years d. Above 15 years

9. Annual income of the agent

a. Below Rs.2,00,000 b. Rs. 2,00,001-Rs.2,50,000

c. Rs. 2,50,001-Rs.3,00,000 d. Above Rs.3,00,000

10. How did you become agent of Life Insurance Company? Please rank the

order of causes. (1-4)

a. Through company advertisement [ ]

b. Recommended by friends [ ]

c. Out of own interest [ ]

d. Through Development Officer [ ]

MARKETING DATA

11. Which group of people did you approach more?

a. Business people b. Professionals c. Govt. Employees

d. Private employees e. Self employed

12. How do you approach the customers?

a. In person b. Through Telephone/Mobile

c. Through Friends and relatives

13.How many times will you approach a prospective customer?

a. Once b. Twice c. Thrice d. More than Thrice

14. How are you marketing the life insurance products?

a. By contacting the old clients

b. By visiting the Govt. offices and Companies

c. Approaching friends and relatives of old clients

15.What special offers do you give to the customers when the policy is taken

through you?

a. Gifts b. Calendar / Diary c. Premium for two or three months

16. Do you elaborate the pros and cons of policies?

a. Always b. occasionally c. Never

17. Which among the following promotional media is more effective to canvas

the prospects? Rank them.(1-4)

a. Through advertisement [ ]

b. Special shows [ ]

C. Explanation through agent [ ]

d. Explanation by having stalls during trade fairs [ ]

18. To canvas the customers through advertisement, rank the media which

influence the customers? (1- 6)

a. Magazines [ ] b. Posters & Banners [ ]

c. Notice & pamphlets [ ] d. Television [ ]

e. Internet [ ] f. Dailies [ ]

19. What are the problems you face while marketing the products? (Rank 1-4)

a. Inability to reach the customer [ ]

b. Lack of awareness about the products among prospects/policyholders [ ]

c. Unwillingness of the prospects/policyholders to take up the policy [ ]

d. Time constraint [ ]

20. What are the measures taken by you to overcome the problems?

a. Employ required staff

b. Employing family members in business

c. Computerizing the work

d. Convincing the policyholders

21. Do you state the following to the client in the initial stage?

Policy details Always Occasionally Never

Risk Coverage

Premium payment

Penal provisions

Maturity details

Loan facility

Tax benefits

22. Do you know the various types of insurance policies?

a. Very well known b. Known c. No opinion

23. Who has provided you with the information relating to the pros and cons of

each and every type of policy?

a. Development Officer b. Branch Manager c. Other agents

24. Do you tell about the bonus added every year to your clients?

a. Always b. Occasionally c. Never

25. Do you intimate your client about the payment of premium?

a. Yes b. No

26. Do you collect and pay the premium for your client?

a. Always b. Occasionally c. Never

27. Do you intimate about the revival campaigns of the insurance company?

a. Always b. Occasionally c. Never

28. Have you assisted your clients for getting loans by using the policy?

a. Yes b. No

29. If yes, how many times have you assisted?

a. Once b. Twice c. Thrice d. More than thrice

OPINION OF THE AGENTS

30. In your opinion how do you rate the effectiveness of publicity?

(M-Medium, H-High, V.H – Very High)

M H V.H

Highlighting unique features of new products

Highlighting premium rates

Highlighting bonus

Highlighting benefits of new products

31. Give your opinion about the following:

( D.S – Dissatisfied, N-Neutral, S - Satisfied, H.S - Highly satisfied )

D.S N S H.S

Commission

Incentives

Bonus

Loan facility

32. How frequently do you report to your higher officials?

a. Every day b. Twice in a week

c. Once in a week d. Once in a month

33. What is the medium of reporting?

a. Telephone/Mobile b. Personal visits

c. E – Mail

34. On what factors do you think that insurance companies should concentrate

more while formulating next new policy?

a. Reducing the premium rates

b. Increased return through equity linked policies

c. Term of policies should be reduced

d. Minimum sum assured should be decreased.

35. Will you recommend the same company to others for taking the policy?

a. Always b. Occasionally Never

36. If you are given a chance, will you switch over to other company?

a. Always b. Occasionally Never

37. If you have the intention of switching over to other companies, reason for

such switch over :

(SDA-Strongly disagree, DA- Disagree, N-Neutral, A-Agree, SA-Strongly

agree)

Reasons SDA DA N A SA

Higher Commission

Scope for development

More number of clients

Various types of policies

More Advertisement

38. Suggestions, if any : . . . . . . . . .

******

QUESTIONNAIRE (FOR POLICYHOLDERS)

A STUDY ON MARKETING OF LIFE INSURANCE PRODUCTS AND

SATISFACTION OF POLICYHOLDERS OF SELECT LIFE INSURANCE

COMPANIES IN SALEM DISTRICT

I. PERSONAL DATA

1. Name :

2. Gender

a) Male b) Female

3. Marital Status

a) Single b) Married

4. Age ______(in years)

5. Education

a) Illiterate b) School level

c) College level d) Professional

6. Occupation

a) Govt. employee b) Private employee

c) Business d) Others

7. Household composition

a) Two b) Three c) Four c) Above four

8. Number of earning members in the family

a) One b) Two

c) Three d) More than Three

9. Family Income per annum

a) Below Rs. 2,00,000 b) Rs. 2,00,001 - Rs. 4,00,000

c) Rs. 4,00,001 - Rs. 6,00,000 d) Above Rs. 6,00,000

10. Savings per annum

a) Below Rs.50,000 b) Rs.50,001-Rs.75,000

c) Rs.75,001-Rs.1,00,000 d) Above Rs.1,00,000

II. AWARENESS LEVEL

11. From which source you are aware of the insurance companies?

a) News papers b) Television c) Agents

d) Development Officers e) Friends

12. State your level of awareness about life insurance companies.

a) Very low b) low c) medium d) high e) very high

13. How long you have been aware of life insurance policies?

a) Below 5 years b) 5 - 10 years

c) 10 - 15 years d) Above 15 years

14. What type of policies you are aware of?

a) Endowment b) Money Back c) Children’s Plan

d) Pension Plan e) Unit Linked Plan

15. Which media attracted you for advertisements of life insurance policies?

S. No. Media Rank

1. Newspapers

2. Magazines

3. Posters

4. Radio

5. Television

III. INVESTMENT BEHAVIOUR

16. Who influenced your investment decision?

a) Spouse b) Parents

c) Relatives d) Friends

17. When did you take your first insurance policy?

a) Below 5 years b) 5 - 10 years

c) 10 - 15 years e) Above 15 years

18. What type of policy you had taken?

a) Endowment b) Money back plan c) Children’s plan

d) Pension plan e) Unit linked plan

19. Mention your mode of premium payment.

a) Monthly b) Quarterly

c) Half yearly d) Yearly

20. Mention the method of payment of premium.

a) In person b) Agent c) Bank

d) Electronic Clearing Service (ECS) e) Internet Payment

f) Salary saving scheme (SSS)

21. State the sum assured by you.

a) Below Rs. 1,00,000 b) Rs. 1,00,001 - Rs. 3,00,000

c) Rs. 3,00,001 - Rs. 5,00,000 d) Above Rs. 5,00,000

22. State the amount of premium paid per annum

a) Below Rs. 10,000 b) Rs. 10,001 - Rs. 15,000

c) Rs. 15,001 - Rs. 20,000 d) Above Rs. 20,000

23. State the reasons for taking the policy

(SDA-Strongly Disagree, DA-Disagree, N-Neutral, A-Agree, SA-Strongly

Agree)

S. No. Reasons SDA DA N A SA

1. Savings

2. Wide risk coverage

3. Reasonable premium

4. Quick settlement of previous

claims

5. Image and popularity of the

policy

6. Tax shelter

7. Known agent / Officials

24. What are the influencing factors of a company you consider before taking

policies?

S. No. Factors Always Occasionally Never

1. Reputation of the company

2. Number of branches

3. Location

4. Assistance by agents

5. Quality of life insurance

product

6. Simple procedures &

formalities

7. Quality of service

25. State the reasons for not investing more amount in life insurance policies.

S. No. Reasons Rank

1. Higher amount of premium

2. Not aware of existing policies

3. Not profitable

4. Return after a long period

IV. RENEWAL, LAPSATION AND REVIVAL

26. Do you renew the policies in force regularly by paying the premium?

a) Yes b) No

27. If no, what are the reasons for non-renewal of the policies?

a) Financial problem

b) No intimation about the renewal date

c) Dissatisfaction on the services rendered

28. Has your policy lapsed at any time?

a) Yes b) No

29. If yes, for how many years you had paid premium?

a) Below 1 year b) 1 - 2 years c) 2 - 3 years

d) Above 3 years

30. Are you interested in reviving the lapsed policy?

a) Yes b) No

31. If you had revived your policy, how did you revive the lapsed policy?

a) Penalty Interest b) Medical Checkup

V. CLAIMS

32. Have you lodged any claims so for?

a) Yes b) No

33. If yes, how many claims have you lodged so for?

a) One b) Two c) Three d) More than Three

34. State the purpose of the claim.

a) Maturity b) Death c) Survival benefit

d) Surrender

35. Is there any delay in settlement?

a) Yes b) No

36. If yes, specify the reasons for delay in settlement.

a) Indifferent response b) Procedural delay

c) Want of certificates from authorities

d) Lack of assistance by employees

VI. SATISFACTION ABOUT SERVICES

37. Does the agent give full details about the various policies?

a) Yes b) No

38. Rank the problems faced by you while utilizing the services of the agents

of the life insurance company.

S. No. Reasons Rank

1. Lack of knowledge of agents dealing with the

particular policy

2. Agents do not contact after the issue of the

policy

3. Too much dependence on superior in clarifying

doubts

4. Over selling, Pressurized selling

39. Do you require any change in the services provided by the company?

a) Yes b) No

40. If yes, what type of change you expect

a) Reminder for survival benefits b) Reminder for renewal

c) Intimation for bonus d) Reminder for claims

41. State your attitude towards Life Insurance Company.

(SDA-Strongly Disagree, DA-Disagree, N-Neutral, A-Agree SA-Strongly

Agree)

S. No. Information about the company SDA DA N A SA

1. Premium charged is reasonable

2. Time taken for issuing policy

document is reasonable

3. Remittance of premium takes little

time in the branch

4. Advertisement is appealing

5. Customer service is effective

6. After sales service is attractive

7. Revival of the policy is easy

8. Policy assignment is easy

9. Complaint handling/grievance

redressal is prompt

10. Claim settlement is prompt.

42. State your overall level of satisfaction regarding the services

a) Highly Satisfied b) Satisfied c) Neutral

d) Dissatisfied e) Highly Dissatisfied

43. Service quality measures

A. Expected Level

(SDA-Strongly Disagree, DA-Disagree, N-Neutral, A-Agree, SA-Strongly

Agree)

Dimensions Item

Code Item

Expected Level

SDA DA N A SA

Reliability

R1 Providing Services at the

right time

R2

Error free and speedy

documentation of the

policies

R3 Guiding the policyholders as regards the policy status and

new products

R4 Sincere interest of the agents and employees in solving the

problems of the policyholder

Assurance

A1

Agents have a very good knowledge about the various

policies of the company and

explain features of the policy

A2 Agents assist in identifying the right policy

A3 Agents and employees clarify the doubts

A4

Agents remind the policy holders of the due date for

payment of premium and

making payment of premium

Tangibles

T1 Neat and well dressed agents

and employees

T2

Use of modern technology

by the life insurance

company

Dimensions Item

Code Item

Expected Level

SDA DA N A SA

T3

Clean and comfortable environment of the branch

office

T4 Modern fixtures and parking facility

Empathy

E1 Polite and friendly dealing of

agents and employees

E2

Knowledgeable agents and

employees to answer

policyholders’ questions

E3 Considering policyholders

beliefs and emotions.

E4 Understanding specific needs of the policyholders

E5

Having convenient operating hours in the branches for the

policyholders

Respon-

siveness

Re1 Willingness to help the policy holder

Re2 Willingness to respond to

policy holders’ requests

Re3 Instilling confidence in the

policyholder

Re4

Feeling safety and security

in the interaction with the

agents and employees

Re5

Timely revival of lapsed policies, change of nominee,

address and mode of

payment

B. Perception Level

(SDA-Strongly Disagree, DA-Disagree, N-Neutral, A-Agree, SA-Strongly

Agree)

Dimensions Item

Code Item

Perception Level

SDA DA N A SA

Reliability

R1 Providing Services at the right

time

R2 Error free and speedy

documentation of the policies

R3

Guiding the policyholders as

regards the policy status and

new products

R4

Sincere interest of the agents

and employees in solving the

problems of the policyholder

Assurance

A1

Agents have a very good

knowledge about the various

policies of the company and

explain features of the policy

A2 Agents assist in identifying the

right policy

A3 Agents and employees clarify

the doubts

A4

Agents remind the policy holders of the due date for

payment of premium and

making payment of premium

Tangibles

T1 Neat and well dressed agents

and employees

T2 Use of modern technology by

the life insurance company

T3 Clean and comfortable

environment of the branch office

T4 Modern fixtures and parking

facility

Empathy E1 Polite and friendly dealing of

agents and employees

Dimensions Item

Code Item

Perception Level

SDA DA N A SA

E2

Knowledgeable agents and

employees to answer policy holders’ questions

E3 Considering policyholders

beliefs and emotions.

E4 Understanding specific needs of

the policyholders

E5

Having convenient operating

hours in the branches for the

policyholders

Respon-

siveness

Re1 Willingness to help the policy

holder

Re2 Willingness to respond to policy

holders’ requests

Re3 Instilling confidence in the

policyholder

Re4

Feeling safety and security in

the interaction with the agents

and employees

Re5

Timely revival of lapsed

policies, change of nominee, address and mode of payment

44. Give your suggestions (if any) ____________________

PRODUCT PORTFOLIO DURING THE YEAR 2013 FOR SBI

LIFE, ICICI PRUDENTIAL LIFE AND LIC OF INDIA

SBI LIFE – PRODUCT PORTFOLIO

Unit Linked Plans

SBI Life – Smart Wealth Builder

SBI Life – Smart Wealth Assure

SBI Life – Saral Maha Anand

SBI Life – Smart Scholar

SBI Life – Smart Elite

SBI Life – Smart Power Insurance

Child Plans

SBI Life – Smart Scholar

Pension Plans

SBI Life – Saral Pension

SBI Life – Retire Smart

SBI Life – Annuity Plus

Savings Plans (Endowment and Money Back)

SBI Life – Smart Money Back Gold

SBI Life – Shubh Nivesh

SBI Life – Saral Swadhan+

SBI Life – Flexi Smart Plus

ICICI PRUDENTIAL LIFE INSURANCE – PRODUCT PORTFOLIO

ICICI Prudential Term Plans

ICICI Pru iCare

ICICI Pru Pure Protect

ICICI Pru Life Guard

ICICI Pru Home Assure

ICICI Prudential ULIP Plans

ICICI Pru Life State Wealth II

ICICI Pru Life Time Premier

ICICI Pru Pinnacle Super

ICICI Pru Elite Life

ICICI Pru Elite Wealth

ICICI Prudential Pension Plan

ICICI Prudential Immediate Annuity

ICICI Prudential Child Plans

ICICI Pru Smart Kid – Regular Premium

ICICI Pru SmartKid Premier

ICICI Prudential Traditional Plans

ICICI Pru Future Secure

ICICI Pru Whole Life

ICICI Pru Save n Protect

ICICI Pru Cash Back

LIC OF INDIA – PRODUCT PORTFOLIO

Endowment Plans

Endowment with Profits

Children’s Deferred Assurance

Ltd Payment with Profits

Children’s Deferred Assurance

Jeevan Mitra Double Cover

Jeevan Swathi

Marriage Endowment with Profits

New Janaraksha

Jeevan Chhaya

Jeevan Mitra Triple Cover

Jeevan Shree – 1

Jeevan Pramukh

Jeevan Anurag

Jeevan Amrit

Money Back Plans

Money Back (20 Years)

New Money Back (20 Years)

Jeevan Surabhi (15 Years)

Jeevan Surabhi (20 Years)

Jeevan Surabhi (25 Years)

Bima Bachat (9, 12 & 15 Years)

New Bima Gold (12, 16 & 20 Years)

Jeevan Bharati – 1 (15 & 20 Years)

Children’s Plans

Jeevan Kishore

Komal Jeevan

Child Carreer Plan

Child Future Plan

Investment + Risk Plan

Jeevan Saral

Bima Nivesh 2005

Profit Plus

Money Plus – 1

Child Fortune Plus

Health Protection Plus

Jeevan Saathi Plus

Endowment Plus

Pension Plans

New Jeevan Suraksha – 1

New Jeevan Dhara – 1

Jeevan Nidhi

Jeevan Akshay – VI

Pension Plus – 1