The Indian Insurance Industry is loosely segmented into public and private insurance companies. Before twelvemonth 2000, merely public sector insurance companies were allowed to make concern in India. But after twelvemonth 2000, insurance sector was thrown unfastened for private insurance companies as good
During my undertaking with Max New York Life Insurance, Initially I studied their merchandises and selling section. I carried out a study on client ‘s satisfaction degree and their outlooks from the company. This undertaking was carried out by on the footing of questionnaire about assorted factors related to the company from its bing client. A study was conducted were in I need to travel to each & A ; every client, and acquire the sentiment from the clients about what they feel about merchandise and services.
I had to see those people who chiefly are clients and take their services. The information was collected through personal visits by administering inquirers and telephone by inquiring the inquiries present in the inquirer with a sample size of 100. After having the necessary feedback from the respondents, I came up with my findings and identified the job faced by the company and after analysing the job came up with the necessary recommendations which Max New York Life Insurance can use in the hereafter
Insurance may be described as a societal device to guarantee protection of economic value of life and other assets. Under the program of insurance, a big figure of people associate themselves by sharing hazards attached to persons. The hazards, which can be insured against, include fire, the hazards of sea, decease and accidents and burglary. Any hazard contingent upon these, may be insured against at a premium commensurate with the hazard involved. Therefore corporate bearing of hazard is insurance.
Insurance is a contract whereby, in return for the payment of premium by the insured, the insurance companies pay the fiscal losingss suffered by the insured as a consequence of the happening of unanticipated events. The term “ hazard ” is used to depict the possibility of inauspicious consequences fluxing from any happening or the inadvertent occurrences, which produce a pecuniary loss.
Insurance is a pool in which a big figure of people exposed to a similar hazard make parts to a common fund out of which the losingss suffered by the unfortunate few, due to inadvertent events, are made good. The sharing of hazard among big groups of people is the footing of insurance. The losingss of an person are distributed over a group of persons.
Insurance companies have two beginnings of income for covering these costs: premiums and investing income. The premiums are collected on a regular footing and invested in Government Bonds, Gilt, stocks, common financess, existent estates and other conservative avenues. However, investing income depends on market conditions, involvement rates, economic system etc. and varies from twelvemonth to twelvemonth. Because of the uncertainness associated with the investing income, insurance companies must bring forth adequate income from premiums to cover the majority of their disbursals.
The hazard becomes insurable if the undermentioned demands are complied with:
The insured must endure fiscal loss if the hazard operates.
The loss must be mensurable in money,
The object of the insurance contract must be legal.
The insurance company should hold sufficient cognition about the hazards he accepts.
Max New York Life Insurance Company Ltd. is a joint venture between Max India Limited, one of India ‘s prima multi-business corporations and New York Life International, the international arm of New York Life, a Fortune 100 company. The company has positioned itself on the quality platform. In line with its vision to be the most admired life insurance company in India, it has developed a strong corporate administration theoretical account based on the nucleus values of excellence, honestness, cognition, caring, unity and teamwork.
Incorporated in 2000, Max New York Life ( MNYL ) started commercial operation in 2001. In line with its values of fiscal duty, Max New York Life has adopted prudent fiscal patterns to guarantee safety of policyholder ‘s financess. The Company ‘s paid up capital as on 30th April, 2009 is Rs 1782 crore.
MNYL has multi-channel distribution spread across the state. Agency distribution is the primary channel complemented by partnership distribution, banc confidence, confederation selling and dedicated distribution for emerging markets. The Company places a batch of accent on its choice procedure for agent advisers, which comprises four phases – showing, psychometric trial, calling seminar and concluding interview. The agent advisers are trained in-house to guarantee optimum control on quality of preparation. The company presently has around 92,760 agent advisers at 710 offices across 385 metropoliss. The company besides has 36 referral affiliations with Bankss, 24 partnership distribution and confederation selling relationships each. Max New York Life has put in topographic point a alone hub and spoke theoretical account of distribution to intensify our rural incursion. The company has 133 offices dedicated to rural countries.
MNYL offers a suite of flexible merchandises. It now has 43 life insurance merchandises and 8 riders that can be customized to over 800 combinations enabling clients to take the policy that best fits their demand. The company presently has more than 13,923 employees.
New York Life International, INC. , a Fortune 100 company, decided to choose JOINT VENTURE as a medium to come in into the market of India. It has chosen MAX INDIA LTD. , one of the India ‘s prima multi-business corporations. Through its broad web of extremely competent broad web of extremely competent agent advisers and flexible merchandise solutions, MYNL is making a partnership for life with its clients in INDIA to run into their life phase demands.
Max New York Life Insurance announced that it has clocked Rs. 2,100 crore in collected premiums for the period Jan – July 2008 entering a growing of 81 % over the similar period last year.A Of this, first twelvemonth premiums contributed Rs. 1195crore, while net incomes from reclamation premium stood at Rs.905 crore.A The company has acquired around 27 hundred thousand policies since origin and is ranked figure 3 amongst private life insurance companies in footings of figure of policies sold ( YTD June ) . The Assets under Management have besides increased to over Rs.4138 crore on July 31, 2008 as compared to Rs.2271 crore on July 31, 2007. The capital base of the company is expected to spread out to Rs.3600 crore from current equity base of Rs.1, 232 crore
To go one of the most admired life insurance Company of India.
Strong Corporate Governance Model
Become one of the top quartile life insurance companies in IndiaA
Be a national participant
Be the trade name of first pick
Be the employer of pick
Become principal of pick for agents
KnowledgeA leads toA expertness ; and our expertness is in assisting people protect themselves. Absolutely uniting planetary expertness with local cognition, we are India ‘s life insurance specializer. MNYL believes that for cognition to be of value it must be focused, current, tried and shared.
MNYL is redefining the life insurance paradigmA by concentrating onA clients foremost. The service procedure is antiphonal, personalized, humane and empathic. Every person who represents the company is for us our trade name title-holder.
Honesty is the bosom of the life insurance concern. It is all about trust. Transparency, unity and dependableness form the basiss of the MNYL experience. The companyA ensures that everyone who represents theA trade name carries a promise: we care – in word every bit good as title.
Excellence at MNYL implies the ability to execute at a systematically high degree. Focused on the value of uninterrupted betterment in people, procedures and the organisation, the company strives for the highest criterions of quality in every facet of its concern
LIFE INSURANCE COMPANIES IN INDIA
1. Life Insurance Corporation of India
2. Tata AIG Life Insurance Company Ltd
3. Kotak Mahindra Old Mutual Life Insurance Ltd
4. Birla Sun Life Insurance
5. ICICI Prudential Life Insurance
6. Aviva Life Insurance
7. Allianz Bajaj
8. Bharti Axa Life Insurance
9. SBI Life Insurance
10. Reliance Life Insurance
11. ING Vysya Life Insurance
12. Sahara India Life Insurance
13. HDFC Standard Life Insurance
14. Shriram Group
Market Share of Indian Insurance Players
Market Share of public sector and Private sector Insurance Companies
MARKET SHARE OF PRIVATE INSURANCE COMPANIES
LIC has the highest market portion of 74 % ( public sector )
And 26 % market portion belong to the other participants in the market
MYNL portions a market portion of 5.9 % in the life insurance sector.
aˆ? Whole Life
aˆ? Level Term
aˆ? Five Year Term R & A ; C
aˆ? Life Partner Plus
o Life Gain Endowment
o Life Pay Money Back
o Life Gain Plus 20
o Life Gain Plus 25
o 20-Year Endowment
Unit of measurement Linked:
o Life Maker Premium
o Life Maker Gold
o Life Maker Platinum
o Life Maker Pension
o Life Invest
o Group Term Life
O Group Gratuity
o Employee Deposit Linked Insurance
O Credit Shield
o Unit Linked Group Gratuity
o Unit Linked Group Superannuation
O Max Suraksha
o Easy Term
O Max Mangal Endowment
O Max Vriksha Money Back
O Max Assure Bonus Builder
O Max Assure Business Builder
O Max Assure Money Back
O Max Assure Future Builder
O Max Assure Secure Returns Builder
aˆ? Life Maker Investment Plan
aˆ? Life Maker Pension Plan
aˆ? Life Maker Premium
aˆ? Smart Steps
aˆ? Group Gratuity
aˆ? Group Superannuation
aˆ? Max Amsure Secure Returns Builder
CUSTOMER RELATIONSHIP MANAGEMENT AT MAX NEW YORK LIFE INSURANCE
CUSTOMER RELATIONSHIP MANAGEMENT is the procedure of carefully pull offing detailed information about single clients and all clients touch points to maximise client trueness. A client touch point is any juncture on which a client encounters the trade name and product-from existent experience to personal or mass communications to insouciant observation.
Max New York Life Insurance Company has besides undertaken assorted stairss to beef up its client relationship direction.
Max New York Life Insurance has announced the debut of INTERACTIVE VOICE RESPONSE ( IVR ) service in 10 different linguistic communications. The spring is in a command to heighten and better max New York Life ‘s client and distributer experience by availing the client service in their ain linguistic communication.
Sanjeev Mago, executive frailty president, Customer Operations and Service Delivery, Max New York Life Insurance, said, “ This enterprise is yet another measure towards bettering client satisfaction by heightening their easiness of deciding pre and station policy issues. At Max New York Life, we lay accent in interacting with our clients and distributers in their pick of linguistic communication. “ In order to better its client relationship direction, MNYL has maintained internal records and selling intelligence systems to keep a database of profile and contact information of the clients.
The research was done to analyse the assorted factors that determine client satisfaction which automatically leads to keeping of clients. As clients are presently non wholly satisfied with the services provided by Max New York Life Insurance It was fundamentally to concentrate on deriving new clients and retaining old clients.
Besides this the factors determined will besides assist in understanding the assorted menace possessed by the organisation to last in the market and the market conditions and come up with suited solution. In comparing with other houses Max New York Life Insurance will be chiefly able to find where its services base, as the consumers will province their penchants as to why they besides prefer other Firms. With the position the clients in comparing, it can find its failing and strengths and utilize it as a scheme in keeping of clients chiefly non merely in pecuniary footings but besides by increasing client relationship direction schemes which will increase client public assistance.
Restrictions of survey
Due to the following ineluctable and unmanageable factors the factors, the consequence might non be accurate. Some of the jobs faced while carry oning the study are as follows: –
Time and cost restraints were besides at that place.
Opportunities of some biasness could non be eliminated.
A Samples size of 20 has been use due to clip restrictions.
A bulk of respondents show deficiency of cooperation and are biased towards their ain sentiments.
Behavior of the client keeps on altering as they are continuously in linked with the external environmental occurrence.
Market is more heterogenous so the study is non excessively flexible.
Consumer gustatory sensation and penchants are difficult to judge so it can alter often.
Troubles occurred while nearing respondents
Many clients neglected the questionnaires giving the ground that they do n’t hold clip
Many clients refused to make full the questionnaires as they felt it would be hazardous and clip consuming.
Many clients neglected the inquirer stating it was drawn-out
Chiefly consultative services should be efficient or confident when informing or adumbrating a client for long term every bit good as short term investing.
Short term investings should be done in proper mode as to where to put and how much to put.
The maintainance charges should be low-cost
Problem resolution should be efficient
Customers are more interested in the velocity of the services
Customers tend to exchange if they are non given due importance
Customer attention is bad
Online installations were in efficient
Responsiveness is bad
Advisory service is non that efficient
Decision devising is bad.
The agents does non give single attending to their clients
No quick follow up is done
Major parametric quantities considered by the clients to find their satisfaction
Quality of service
Fir monetary value
Speed of service and job resolution
As indicated in the above pilot study findings, there were many clients who invested in a Max New York Life Insurance for many varied grounds. As having quality services was the chief motivation, besides this they expected other services which would truly fulfill their standards for investing in this industry.
To prolong in the market or to capture a immense market portion, client satisfaction is the chief facet in which Max New York Life Insurance is missing in. A Marine solution strives to vouch quality and Hassel free service. For this ground Max New York Life Insurance should analyze all the facets or the major facets which satisfies a client
As on now Max New York Life Insurance has been in the market for a long clip, it is really necessary that it does non lose out its market portion in the approaching hereafter. The undermentioned research below will fundamentally happen out the assorted outlooks of the client and even find the loopholes. The research will fundamentally demo client penchants and depending on it make certain alterations in the system.
Analysis of the study conducted on client satisfaction at max New York life insurance
Analysis: – From above tabular array we can happen that the 35 % respondents are of age group between 20-30 and 45 % people are of 31-40. Rest 20 % are of 40 and supra.
Inference: – From above tabular array and analysis we can see the maximal no. of respondents are of age between 31to40.
Analysis: – From above tabular array we can happen that 20 % respondents belong to income group of below 10000. 45 % belongs to income group of 10000-20000, 15 % of20000-30000, 10 % belongs to income group of 30000-50000 and 10 % of above 50,000.
Inference: – From above tabular array and analysis we can deduce that maximal no. of respondents are belongs to income group of 10000-20000.
From where did you acquire the information on Max New York life Insurance?
Analysis: – From above tabular array we can see that 30 % respondents acquire information about new policies through Television and intelligence paper. Through wireless 5 % , through friends and household 20 % , 10 % respondents ever wanted to put here, and 5 % through other ways.
Inference: -From above tabular array and findings we can deduce that Television and intelligence paper are the chief medium of information about insurance program.
Purpose of your life insurance
From above tabular array we can see that 10 % people invest for Provide life income for the partner
10 % people invest for wage off a mortgage
30 % people invest for kids instruction
25 % people invest for turn outing financess after retirement
10 % people invest for Provide an income for the policyholder ‘s partner to give the household clip to readapt to a new criterion of life
10 % people invest for Draw involvement to supply financess for some particular intent
5 % people invest for Provide a monthly income until the kids are grown and out of schoo
Inference: – From above tabular array and analysis we can deduce that bulk of people are puting in order to pay for kids instruction
For how long are you a client of Max New York life Insurance
Your sentiment on being a portion and client of Max New York life Insurance
15 % says they are extremely satisfactory
40 % they have a Good experience as a client
15 % said that they were satisfied
25 % Not satisfactory
5 % says they had a hapless experience
Inference: – From above tabular array and analysis we can deduce that bulk of people have a Good experience as a client of Max New York Life Insurance.
Make you hold as a client your demands are taken attention of and all your activities are done on clip by Max New York life Insurance
15 % of the clients Strongly agree that all the demands are taken attention of and all your activities are done on clip by Marina India
Whereas 40 % Agree
20 % are merely satisfied with this service
Whereas 10 % of the clients Disagree that all the demands are taken attention of and all your activities are done on clip by Marina India
10 % individual Strongly disagree
Inference: – From above tabular array and analysis we can deduce that bulk of people agree that the demands are taken attention of, and all the activities are done on clip by Max New York life Insurance
What do you believe about Max new York life Insurance merchandises
15 % says they are extremely satisfactory
50 % they have a Good experience as a client
25 % said that they were satisfied
5 % Not satisfactory
5 % says they had a hapless experience
Inference: – From above tabular array and analysis we can deduce that bulk of people feel that the merchandises of Max New York life Insurance are good.
What do you believe about the undermentioned services provided to you by Max New York Life Insurance?
Majority of clients claim that the precedence service is good and they can be attended without waiting for much long.
More figure of the clients claim that their consultative services is good
Majority of the clients has rated as good and claim the client attention is good
Customers have rated Individual attending as good and mean.
As per the evaluations the reactivity and follow ups are averagely performed by Max New York Life Insurance
Customization and entree is rated good
Most of the respondents has rated good for the quality of services been provided by Max New York Life Insurance
Most of the respondents are fare with the pricing and says that the monetary values are menu.
Respondents says that the client ailments are nicely handled by Max New York Life Insurance
Most of the clients of Max New York Life Insurance say that the online installations are good and first-class.
what do you believe about the strategies been provided to you by Max new York life Insurance
20 % says that they have a really good strategies
35 % they have a Good strategies
20 % said that they had a mean strategies
10 % strategies were below norm
10 % says they strategies had were hapless
Inference: – From above tabular array and analysis we can deduce that bulk of people feel that the strategies provided by Max New York life Insurance are good.
About how long you had to wait before talking How long did you have to wait to acquire
in individual at the response to acquire the questions solved? Through on the phone while talking to
Acquire the service?
Here we can see that most of the clients are non satisfied with the reactivity of Max New York life insurance.
Important grounds you feel max New York life insurance truly good or strong at?
27 % says that Facilities are really good
18 % says that Max New York life insurance is faster than other insurance companies
20 % says the similar max new York because of the friendliness of the employes
12 % say that they are with MNYL because of their affordability of maintainance charges
11 % like it because of its location
Inference: – From above tabular array and analysis we can deduce that bulk of people feel that the Max New York life Insurance is good at its installations and courtesy of the employees.
Did the representative or the agent handled your job effectives as expected
As per the respondent
35 % of its agents Appeared knowing and competition
40 % of its agents Handled the issues with courtesy and professionalism
25 % of its agents Staff wage attending to your concerns and understand the jobs u faced
Are the services expeditiously provided to you?
As per the above tabular array we can reason that bulk of the respondents feel that the services are expeditiously provided to them.
Are the maintainace charges and fees low-cost?
55 % said that there maintainace charges and fees are low-cost
30 % said that they maintainace charges and fees are non low-cost
15 % felt that the maintainace charges and fees are low-cost merely sometimes
Inference: – From above tabular array and analysis we can deduce that bulk of people feel that at Max New York life Insurance maintainace charges and fees are low-cost
Are your fiscal demands been satisfied by the policy?
55 % said that fiscal demands been satisfied by the policy
25 % said that fiscal demands are non been satisfied by the policy
20 % said they fiscal demands been satisfied by the policy merely sometimes
Inference: – From above tabular array and analysis we can deduce that bulk of people feel that at Max New York life Insurance the fiscal demands of the client are been satisfied by the policy
Speed of service & A ; job Solving
About how long did it take to acquire the job resolved after talking to the forepart offices representative?
20 % said that it was instantly resolved
35 % said that less than a twenty-four hours
35 % said that it was between a twenty-four hours and two
10 % said that the job is left un- resolved
Inference: – From above tabular array and analysis we can deduce that bulk of people feel that Max New York life Insurance should better on the service of job work outing
Which other companies would you like to put in?
Analysis: – From above tabular array we can see that 50 % respondents would you like to put in LIC, 15 % with ICICI “ PRU ” , 10 % with HDFC,20 % with Bajaj Allianz AND 5 % with others.
Inference: – From above tabular array and analysis we can deduce that bulk of people are associated with LIC which is a public sector in life insurance
Would you wish to take another policy
Inference: – From above tabular array and analysis we can deduce that equal figure of resonance would wish to and would n’t wish to take another policy in the same company once more.
Chiefly all the clients today are service and benefits driven. As it is the consumer ‘s market it chiefly necessary for the company to be unafraid and to be preferred in every state of affairs in the eyes of the consumer.
The observations made chiefly showed that a bulk of clients are non that satisfied with the services of Max New York Life Insurance. In a state of affairs where market is down and even when volatile alterations occur in the market, the consumers must be dealt with in such a manner that net income is non merely their nonsubjective but trade name trueness and dealingss with the company should be made their first penchant. Quality of service does do a large difference today. Either most organisation fails to appreciate its importance or they do non cognize how to travel about it.
The above state of affairs clearly shows that a major part of the clients have certain outlooks which of Max New York Life Insurance is non being fulfilled to some extent.
Of Max New York Life Insurance besides faces jobs with respects to effectual services. Therefore they should pay more attending to their client attention or travel in for new engineering that enables certain jobs on their ain.
In footings of services, of Max New York Life Insurance see its place to be amongst top 5 in the private sector market but the positions of the clients are non matched to the same.
SWOT ANALYSIS OF THE COMPANY
Well managed operations and services all over India.
It has over US billion in assets under direction and over 30,000 agents and employees worldwide.
Have a national presence with a web of 57 offices in 37 metropoliss across India.
The Human Resource Policies are rigorous as compared to Public Insurance Company.
Private Insurance Company due to which the degree of trust is really low among people.
Low consciousness among people that affects the gross revenues of the company
Human Resource is really less in Goa as compared to other Insurance Companies.
Certain locations in Goa like Vasco ( as per the study ) , are untapped by MNYL.
More advanced merchandises should be designed.
Awareness could be taken into consideration.
Customers are purchasing merchandises based on their true demands.
IT is a turning sector in India.
Health insurance merchandises.
Promotion of the company.
As there are more participants in the market, the market will be tapped faster by other companies.
Company will non acquire an chance to capture the Market.
Rivals can vie with the service factor, if non with merchandise.
Rivals can convey in some advanced merchandises.
Around 45 % of the clients are non satisfied as being a portion of Max New York Life Insurance in Goa.
Should seek and aim people of high income groups because these people by and large invest more which is an advantage to the company
40 % of the people says that either their demands are satisfactorily taken attention of or differ to the fact that their demands are taken attention of by Max New York Life Insurance
The services such as reactivity and followups are non done decently by Max New York Life Insurance
Many clients face the job while utilizing the online installations
When it comes to single attending more than 50 % of the respondents are non happy with this service
Customers are besides non satisfied with the reactivity of the staff of Max New York Life Insurance
In the study we can see that some of the people say that their jobs are solved between a twenty-four hours and two, which is mean and some people besides say that their jobs are left unresolved
50 % of the respondent says that they are non interested to take another policy and this is a major menace to the company.
In order to keep entire quality direction and to keep the good will everlastingly in the market, the company should better its customer-client relationship.
The company must take attention on go toing the ailments.
In future company may confront the jobs of rivals, maintaining this in head, the direction should take sufficient steps in Advertisements.
Peoples have less knowledge about current Insurance program, so company should publicize it more through Television, Radio and Newspaper because these mediums are easy accessible to them.
The return in insurance program should be hiked because people are ready to take hazards.
Government should retreat its umbrella from LIC, it make healthier competition among insurance companies.
The companies should come up with new policies that can cover the full household in one policy.
Target the hapless
The companies should widen its screen to hapless people, because it is known fact that simply 22 % people are insured out of 100 %
The companies have some program about hapless sector but it is non implemented decently they are remain untasted.
The companies should venture their policies in distant countries of our state.
The company should do intensive program and aim the rural and backward countries.
The insurance companies should now seek to place the spread between current degree of client service and client outlooks. Some of the schemes being recommended are as follows:
Merchandise Differentiation: Offer a merchandise that is clearly different from other merchandises available in the market.
Innovativeness: Identifying agencies of a delicious client experience.
Riders: These are extra offerings along with the chief merchandise.
Flexibility: The companies should do their merchandises flexible for the convenience of their client.
Hassle Free Service: All bureaucratism in client interactions should be eliminated.
Proper Policy Documentation: Incorrect interpretations/ non-awareness of policy papers by the client may hold serious deductions in the long term and the possibility of the same should be alleviated by the insurance companies.
They prefer to be with those companies which take experience with them as their services are highly good and, those companies pay more attending to their clients.
Customers are much more relying upon LIC.
Peoples do n’t trust upon private insurance sector.
All merchandises are non attractive to the clients so that sort of merchandises are really hard to sale.
Less figure of traditional programs that ‘s why people who truly need traditional programs are still non satisfied.
Majority of the clients are satisfied with the good schemes the company.
Majority of the clients are satisfied with the service of the company
The age group between 26-35 is more witting about the insurance and they avail the policies. Peoples get insured for safety intent but some people have different ideas like investing or revenue enhancement economy.
Professionals are the extremely insured group and following are service category every bit good as business communities.
Agent or Advisers are the large beginnings of information about a new program of insurance company.
Due to credibleness of that company people buy a insurance program.
Peoples are now believing the private insurance companies are making a good occupation and it is easy accessible.
ULIP is the popular program among the insure because it has a higher return
Working with Max New York life insurance was a really nice and a good acquisition experience. It has helped me a batch larning about different sorts of investings and the pros-corns of its. It has besides helped me to cognize about how plants in a corporate universe is done, every bit good as the most advisable and trust worthy participants in the market, the competition faced by assorted other new entrants every bit good every bit good as the bing participants.
The market study carried out for Max New York life insurance was feedback studies for Max New York life insurance by their clients. This helped me to analyse the job faced by the company with respect to the services and installations. Suitable suggestions was suggested to the company after analysing the client behaviour, trusting it could be of aid to increase their gross revenues gross and after gross revenues services