A study of the satisfaction level amongst life insurance policyholders with regards to the services provided by the industry

Abstract

This study was undertaken to ascertain the satisfaction level of policyholders with

regards to the services provided by the life insurance industry. The major findings

detailed in this report were drawn from many sources including policyholders and

representatives from the various offices.

A total of 472 life insurance policyholders responded to the survey conducted by

the team. The findings revealed that the efforts by the industry to upgrade the

professionalism of agents have in fact been successful. Policyholders are generally

satisfied with the services provided by their agents and the administrative staff of

the companies.

Quality service has become an indispensable part of the operations of life insurance

companies as it is one of the most important factors taken into consideration when

a policyholder decides on which company's policies to take up. It is therefore

worthwhile for the companies to invest in the training of its agents and staff and

to place greater emphasis on quality service.