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Documente Cultură
ALLIANZ.
TABLE OF CONTENTS
1. Abstract 01
2. Objectives 02
3. Company profile 04
4. Industry profile 07
5. Product profile 19
6. Research Methodology 23
7. Research Tools 24
9. Chi-square 41
10. Findings 43
11. Suggestions 44
12. Conclusion 45
13. Questionnaire 46
14. Bibliography 48
Objectives
Primary objective
The primary objective of the study is to find out the study on the
customer satisfaction level of Bajaj Allianz life insurance
Secondary objective
To study the socio economic variables that influences the insuring public to take
up the policies.
The study suffers from a few limitations, which will have to be kept in mind for
the findings to be fairly interpreted
The size of the sampling was not big enough to arrive at strong conclusion.
The results should be interpreted with the above limitations in perspective.
Need of insurance
Growing individualistic ideas are fast penetrating the Indian minds and the
joint family and caste system are fast cracking. Insurance has many benefits in store for
them. It saves their families from misery, chaos, and destitution. Insurance lays the
foundation on which the economic structure of life can be gradually and safely built up
and sustained to the end. Uncertainties to the individual are made certainties for the
group.
Scope of Insurance
The opening up of the insurance sector to private companies has made
available more product and world class service to Indian customer. To quote Mr. n.
rangachari former chairman of IRDA all these years the nationalized insurance have
been bleeding us the future for liberalized insurance sector looks bright with a
monitoring agency committed to promoting the interest of the customers. According to
business world, the sheer size and potential of Indian insurance market has attracted
many new players. Even going by govt estimates there are about 312 million middle class
Customers with financial resources to purchase insurance products, only 2.5 % of this is
covered by any form of insurance
Sales agents will remain the prime distribution channel, and according to
some estimated insurance could finally end up creating over 20,000 jobs for sales
representatives alone. The IRDA has already accredited 14 insurance training schools
spread over a few major cities of our country, which would churn out about some 1500
students annually.
So the scope of the insurance sector is wide and open where there a lot of
opportunities for the sector to grow in the next couple of years. More and more private
companies with international experiences are entering into the market with knowing the
scope that is available. Moreover each and every individual have started realizing the
importance of life insurance in their life as the life is considered to be really unexpected
in the world we live today.
Company Profile
Allianz Group
Allianz group is one of the worlds leading insurers and financial service
providers. Founded in 1890 in Berlin, Allianz is now present in over 70 countries with
almost 174000 employees. At the top of the international group is the holding company,
Allianz AG, with its head office in Munich, Germany.
Allianz group provides more than 60 million customers worldwide with a
comprehensive range of services in the areas of
3rd largest Assets Under Management (AUM) and largest among insurance
companies AUM of Rs 51, 96,959 cr.
Bajaj Group
Bajaj Auto Ltd, the flagship company of the Rs. 8000 crore Bajaj group is
the largest manufacturer of two wheelers and three wheelers in India and one of the
largest in the world. A household name in India, Bajaj auto has a strong brand image and
brand loyalty synonymous with quality and customer focus.
Bajaj Auto finance is one of the largest auto finance cos in India
It has joined hands with Allianz to provide the Indian consumers with a distinct
Bajaj Allianz Life Insurance Co.Ltd is a joint venture between two leading
conglomerates- Allianz, one of the worlds largest insurance company, and Bajaj Auto,
one of the biggest 2 and 3 wheeler manufacturers in the world.
We have a presence in more than 500 locations with 60000 insurance consultants
providing with the finest customer service.
Introduction
LIC adds about 7 percent to the countrys GDP. With IRDAs regulation
not less than 15 percent of funds from the insurance companies are said to fill the coffers
of infrastructure and social sectors. Thus proving vital funds to the countrys growth.
Infrastructure of the country bears risks that are of a long-term character. They include
political instability, geological hindrances, gestation period and illiteracy. The long tem
funds provided by Life Insurance of India not only cover these risks but also help
securing a brighter future for the country. Besides infrastructure the insurance companies
in India are vital for ones saving purpose. In the beginning insurance was looked at as a
tax-benefit investment. Slowly, however the mindset of the common man is changing.
Life insurance is now looked on as investment vehicle. With the introduction of private
players in the sector there has been more transparency and flexibility in the sector. Private
players have procured almost 9 percent of the insurance segment even though the coveted
policies like endowment and money back still lay with the government.
Better services, individual attention and pure transparency have given the
private sector an upper hand. But with a huge unorganized market in India yet to tap the
insurance companies in India have a voluminous market to explore.
Insurance sector has been opened up for competition from Indian private
insurance companies with the enactment of Insurance Regulatory and Development
Authority Act, 1999 (IRDA Act). As per the provisions of IRDA Act, 1999, Insurance
Regulatory and Development Authority (IRDA) was established on 19th April 2000 to
protect the interests of holder of insurance policy and to regulate, promote and ensure
orderly growth of the insurance industry. IRDA Act 1999 paved the way for the entry of
private players into the insurance market which was hitherto the exclusive privilege of
public sector insurance companies/ corporations. Under the new dispensation Indian
insurance companies in private sector were permitted to operate in India with the
following conditions:
The minimum paid up equity capital for life or general insurance business is
Rs.100 crores.
The minimum paid up equity capital for carrying on reinsurance business has
been prescribed as Rs.200 crores.
Insurance companies
IRDA has so far granted registration to 12 private life insurance companies and 9
general insurance companies. If the existing public sector insurance companies are
included, there are currently 13 insurance companies in the life side and 13 companies
operating in general insurance business. General Insurance Corporation has been
approved as the "Indian reinsurer" for underwriting only reinsurance business. Particulars
of the life insurance companies and general insurance companies including their web
address is given below:
Public Sector
Private Sector
GENERAL INSURERS
Public Sector
REINSURER
The insurers are required to maintain solvency margins so that they are in a
position to meet their obligations towards policyholders with regard to payment of
claims.
The Authority takes up with the insurers any complaint received from the
policyholders in connection with services provided by them under the insurance
contract.
The insurance sector in India has come a full circle from being an open
competitive market to nationalisation and back to a liberalised market again. Tracing the
developments in the Indian insurance sector reveals the 360-degree turn witnessed over a
period of almost two centuries.
The business of life insurance in India in its existing form started in India
in the year 1818 with the establishment of the Oriental Life Insurance Company in
Calcutta.
Some of the important milestones in the life insurance business in India are:
1912: The Indian Life Assurance Companies Act enacted as the first statute to
regulate the life insurance business.
1928: The Indian Insurance Companies Act enacted to enable the government to
collect statistical information about both life and non-life insurance businesses.
1938: Earlier legislation consolidated and amended to by the Insurance Act with
the objective of protecting the interests of the insuring public.
1956: 245 Indian and foreign insurers and provident societies taken over by the
India.
The General insurance business in India, on the other hand, can trace its
roots to the Triton Insurance Company Ltd., the first general insurance company
established in the year 1850 in Calcutta by the British.
Some of the important milestones in the general insurance business in India are:
1907: The Indian Mercantile Insurance Ltd. set up, the first company to transact
all classes of general insurance business.
frames a code of conduct for ensuring fair conduct and sound business practices.
1968: The Insurance Act amended to regulate investments and set minimum
solvency margins and the Tariff Advisory Committee set up.
the general insurance business in India with effect from 1st January 1973.
107 insurers amalgamated and grouped into four companies viz. the National
Insurance Company Ltd., the New India Assurance Company Ltd., the Oriental
Insurance Company Ltd. and the United India Insurance Company Ltd. GIC
incorporated as a company.
Insurance sector reforms:
In 1994, the committee submitted the report and some of the key
recommendations included:
1) Structure
Government should take over the holdings of GIC and its subsidiaries so that these
subsidiaries can act as independent corporations
2) Competition
Private Companies with a minimum paid up capital of Rs.1bn should be allowed to enter
the industry
No Company should deal in both Life and General Insurance through a single entity
Foreign companies may be allowed to enter the industry in collaboration with the
domestic companies
Only One State Level Life Insurance Company should be allowed to operate in each state
3) Regulatory Body
Controller of Insurance (Currently a part from the Finance Ministry) should be made
independent
4) Investments
GIC and its subsidiaries are not to hold more than 5% in any company (There current
holdings to be brought down to this level over a period of time)
5) Customer Service
PRODUCT PROFILE
Cash Gain
Your needs for insurance protection will vary at different stages of life.
Sometimes, you may need to release a part of your savings from insurance commitments
and utilize it for other pressing needs. The Bajaj Allianz Cash gain is ideal for those who
want to reap and enjoy the benefits of their life insurance policy at regular intervals
during their lifetime.
Bajaj Allianz Cash gain is a specially designed plan that offers a host of
additional benefits you may choose to develop a sound financial portfolio for your family.
Among the many unique benefits, the most significant is the Family Income Benefit
(FIB) that sustains the family by compensating the loss of regular income due to death or
permanent disability.
Available as:
Choice of Terms
You have the option to add the following additional benefits, providing total
protection against uncertainties.
Accidents are unpredictable, and so are the consequences. They may lead
to a disability - partial or total. This Benefit provides a financial cushion against such
misfortunes. You will get 50% of the Sum Assured in case of partial disability and 100%
in case of total disability. (Subject to a maximum of Rs. 25, 00,000/- for partial and Rs.
50, 00,000/- for total disability under all policies with Bajaj Allianz taken together).
Some illnesses are critical. They not only alter ones life's pattern but also
result in a financial drain. Bajaj Allianz Critical Illness Benefit softens the impact on the
family by paying out the Critical Illness Benefit under the plan immediately, while other
policy benefits continue (excluding Hospital Cash Benefit). We cover 11 critical illnesses.
You have the flexibility of choosing Critical Illness cover up to the basic Sum Assured
selected by you (Minimum Rs.50, 000).
Hospital Cash Benefit (HC)
The worry of settling hospital bills (room charges) adds to the trauma of
hospitalization. Bajaj Allianz Hospital Cash Benefit reduces this financial burden and
helps recovery with peace of mind.
Flexibility in Coverage
You have the flexibility to change your package and move to a package
that provides lower protection at each policy anniversary (premiums would be adjusted
accordingly). Comprehensive Accident Protection can be included and excluded at
each policy anniversary. Family Income Benefit, Critical Illness Benefit and Hospital
Cash Benefit can be taken at inception only. FIB, CI & HC can be reduced or excluded
subsequently at any policy anniversary. Once reduced or excluded, they cannot be
increased or included subsequently.
Every added responsibility in your life calls for increase in your risk cover.
We provide you the option to increase coverage up to 50% of the basic Sum Assured on
each of the following happy moments in your life
Your marriage
The birth of your first child
The birth of your second child
This additional coverage is not subject to underwriting. The option should
be exercised within 90 days of the occurrence of the said event.
Research Methodology
Sampling factors
Data collection
Primary data
The primary data for this study is collected with the objective in mind a study on
the customer perception of Bajaj Allianz life insurance
Secondary data
The secondary data for the study is collected with the information that is being
published in journals and magazines and from the internet.
Sample collection
The data required for the study is collected with the help of questionnaire. These
questionnaires are handed over to the customers and asked to get it filled up. The data is
interpreted from the information that is incurred from the questionnaire
Sample area
The area where the data is collected is in and around Chennai city. The respondents
are the people who reside in Chennai
Sample size
Due to the limitation of time and scope of the study the number of respondents
from which the data is collected is 150.
Research Tools
Tools of analysis
1. Percentage Analysis
Test of independence
The 2 test is used to test whether there is a significant difference between the
observed number of responses in each category and the expected number of responses for
such category under the assumption of null hypothesis. It enables us to explain whether
or not two attributes are associated with each other. In order that we may apply the chi
square test either as a test to judge the significance of association between attributes, it is
necessary that the observed as well as theoretical distribution must be adjusted to give the
same total frequency as we find in case of observed distribution. Karl Pearson developed
a test for testing the significance of discrepancy between experimental values and the
theoretical values obtained under some theory of hypothesis. This is known as test of
goodness of fit. Karl Pearson proved that the statistics is used to test whether difference
between observed and expected frequencies are frequent.
Table no 4.1 Occupation of the respondents
Employed 50 50
Self employed 50 50
Employed
Self
50% 50% employed
Inference
5000-10000 38 38
10000-15000 23 23
15000-20000 26 26
Above 20000 13 13
40
30
20
10
0
Abov
5000-10000 10000- 15000- e
2000
15000 20000 0
INCOME LEVEL
Inference
Yes 87 87
No 13 13
100
NTSRESPONDE
80
60
40
20
0
Yes No
INSURED
Inference
Premium 29 29
Tax 25 25
Security 34 34
Others 12 12
40
30
20
10
0
Other
Premium Tax Security s
REASON
Inference
LIC 33 33
Bajaj Allianz 29 29
ICICI Prudential 31 31
HDFC 12 12
40
30
20
10
0
HDF
LIC Bajaj ICICI C
Allianz Prudential
INSURANCE COMPANIES
Inference
Newspaper 22 22
Television 55 55
Radio 14 14
Hoardings 09 09
60
RESPONDENTS
50
40
30
20
10
0
Hoardin
Newspaper Television Radio gs
MED
IA
Inference
Yes 78 78
No 22 22
Yes
No
Inference
Excellent 15 15
Good 52 52
Satisfactory 29 29
Poor 04 04
60
RESPONDENTS
50
40
30
20
10
0
Poo
Excellent Good Satisfactory r
RESPONSE
Figure 4.8 Response of respondents about Bajaj Allianz life insurance plans
Inference
15% of the respondents feel that the insurance plans are excellent.
52% of the respondents feel that the insurance plans are good.
29% of the respondents feel that the insurance plans are satisfactory.
04% of the respondents feel that the insurance plans are poor.
Table no 4.9 Awareness of Bajaj Allianz life insurance plans
Cash Gain 35 35
Invest Gain 32 32
Child Gain 29 29
Others 04 04
40
30
20
10
0
Invest Other
Cash Gain Gain Child Gain s
PLANS
Inference
35% of the respondents are aware of the cash gain plans of Bajaj Allianz.
32% of the respondents are aware of the invest gain plans of Bajaj Allianz.
29% of the respondents are aware of the child gain plans of Bajaj Allianz.
04% of the respondents are aware of the other plans of Bajaj Allianz.
Table no 4.10 Forms through which respondents came to know Bajaj Allianz life
insurance plans
Insurance Consultants 34 34
Advertisements 26 26
Newspapers 19 19
Others 05 05
ieFr
herOt
R
elR
dvA
wssNe
ESIn
su
40
30
20
10
0
FORMS
Figure 4.10 Forms through which respondents came to know Bajaj Allianz life
insurance plans
Inference
16% of the respondents came to know about these plans through friends and
relatives.
26% of the respondents came to know about these plans through
advertisements.
19% of the respondents came to know about these plans through newspapers.
05% of the respondents came to know about these plans through others.
Table no 4.11 Respondents associated with which plans of Bajaj Allianz
Cash Gain 35 35
Invest Gain 32 32
Child Gain 29 29
Others 04 04
4% Cash
Gain
29% 35% Invest
Gain
Child
Gain
Others
32%
Inference
Excellent 15 15
Good 42 42
Satisfactory 39 39
Poor 04 04
4%
15%
Excellent
Goo
39% d
Sati
sfact
ory
Poo
42% r
Yes 37 74
No 13 26
Total 50 100
26%
Yes
No
74%
Figure 4.13
Inference
74% of the respondents feel that the service provided by Bajaj Allianz is to their
satisfaction.
26% of the respondents feel that the service provided by Bajaj Allianz is not to
their satisfaction.
Table no 4.14 Response of satisfaction level of service provided by Bajaj Allianz of
self-employed
Yes 34 68
No 16 32
Total 50 100
32%
Yes
No
68%
Figure 4.14
Inference
68% of the respondents feel that the service provided by Bajaj Allianz is to their
satisfaction.
32% of the respondents feel that the service provided by Bajaj Allianz is not to
their satisfaction.
Table no 4.15 Response of respondents about being associated with Bajaj Allianz
3 years 08 08
5 years 38 38
10 years 14 14
Above 10 years 40 40
8%
3 years
40%
5 years
38% 10 years
Above 10
years
14%
Figure 4.15 Response of respondents about being associated with Bajaj Allianz
Inference
08% of the respondents feel to be associated with Bajaj Allianz for 3 years.
38% of the respondents feel to be associated with Bajaj Allianz for 5 years.
14% of the respondents feel to be associated with Bajaj Allianz for 10 years.
40% of the respondents feel to be associated with Bajaj Allianz for above 10
years.
CHI - SQUARE TEST
POLICY HOLDER
YES NO TOTAL
CUSTOMER CATEGORY
EMPLOYED 37 13 50
SELF-EMPLOYED 34 16 50
TOTAL 71 29 100
EXPECTED FREQUENCIES:
OBSERVED EXPECTED
FREQUENCY FREQUENCY (O-E) (O-E) (O-E) /E
(O) (E)
37 36 1 1 0.027
13 15 -2 4 0.266
34 36 -2 4 0.111
16 15 1 1 0.066
TOTAL 0.47
Chi - Square () = (O - E) / E
() = 0.47
Degree Of Freedom = (C - 1) (R - 1) = (2 - 1) (2 - 1) = 1
At 5% Level of significance
Since tabulated value is greater than the calculated value, i.e., (3.841 > 0.418)
INFERENCE :
The analysis shows that satisfaction level for customers is dependent to service
provided by Bajaj Alliance
Findings
Still 33% of the employed are associated with LIC which still makes it the
number one spot right behind Bajaj Allianz at 29%
Almost 87% of the respondents feel that insurance is essential for ones life.
Both employed and self employed feel the main reason for insurance as far as
they are concerned is due to security purpose.
52% of the respondents feel that the insurance scheme provided by Bajaj Allianz
is good
Most of the respondents of both employed & self-employed (71%) feel that the
More branches should be open by the company for the customers to have better
and easy access.
The services that provided are only good to the customers. The services should be
improved so that the customers feel excellent about the service
More and more details about the insurance plan should be made to be known to
the customers through various media as only 78% of the respondents are aware of
the various insurance plans.
Television is the main media through which the company can reach out to the
people. So advertisement should be telecasted frequently.
As far as brand is concerned LIC tops the sector, Bajaj Allianz must take
The project helped me to find out the customer satisfaction and expectations
from the various plans offered by insurance companies with specific reference to market
linked insurance plans. Appropriate suggestions have been given based on the research
findings. It was a great learning experience and I will carry this experience with me in all
my future endeavors.
QUESTIONNAIRE
1. Name :
2. Age
a) 18 to 25 b) 26 to 32
c) 33 to 40 d) Above 40
3. Occupation
a) Employed b) Self Employed
4. Sex
a) Male b) Female
5. Monthly income
a) 5000 10000 b) 10000- 15000
c) 15000 20000 d) Above 20000
7. Tick out the reasons for why you feel insurance is essential?
a) Premium is reasonable b) Tax advantage
c) Security purpose d) Others
8. When you think of life insurance, which company comes to your mind?
a) LIC b) ICICI
c) Bajaj Allianz d) HDFC
10.Through which media did you come to know about Bajaj Allianz?
a) Newspaper b) Television
c) Radio d) Hoardings
11.Are you aware of the various insurance plans offered by Bajaj Allianz?
a) Yes b) No
15. Are you satisfied with the service provided by Bajaj Allianz?
a) Yes b) No
17.Suggestions
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BIBILOGRAPHY
Research
Kothari C.R. Methodology, 1996 Wishwa Prakesh New Delhi
Methods &
Tecniques Publication