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The two wheeler motor insurance market in India is increasing at a rapid pace
due to the dramatic rise in two wheeler sales and the entry of private
insurance players.
Trust Insurance Ltd. has recently entered the Indian insurance market after
liberalization in the general insurance sector. Trust Insurance belongs to
the Trust Services Group, which is involved in a variety of businesses and
has a well established network throughout the country. Trust Finance and
Trust Insurance are the two important revenue sources for the group.
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Trust Insurance is primarily focusing on motor
insurance. One of the main reasons for Trust Insurance's success is its
call center, which takes care of all customer transactions and processes
related to direct sales. Apart from direct sales transactions, the call
center issues reminders pertaining to policy renewals and is also
involved in other aspects of customer service. With more and more
players entering the fray, there is intense competition between the
players to capture a greater share of the market. Though the insurance
company has built the reputation of being a leading player in the field,
the management of Trust Insurance is concerned about the recent
developments regarding customer quality standards... |
Please note:
This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.
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