Customer Service and Organization Structure in the Insurance Industry
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Case Details:
Case Code : INS051
Case Length : 04 Pages
Period : 2003
Pub Date : 2003
Teaching Note : Available
Organization : Varied
Industry : Insurance
Countries : India
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"Please tell me, when exactly will my insurance policy come into force,"
asked Surjeet Singh (Singh), a woeful insurance purchaser.
"The process is almost over. Your policy is with the underwriting
department. The moment they finish their part, we will get in touch with
you," said Dheeraj Mishra (Mishra), the customer relationship executive of
Mitra Life Insurance Company.
"But for how long will you keep telling me the same story," asked Singh.
"This has been going on for the last two weeks. If you don't come up with a
proper solution for my problem, then I will complain to the higher-ups,"
added Singh.
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"Sir, I am helpless. I am not sure about the technicalities of the
underwriting process. I have just told you what I have been told by the
underwriting department. If you are not satisfied with my work, you can
definitely report to the higher-ups," replied Mishra.
Singh, a civil engineer by profession, was working with a private
construction company. His job was to supervize the construction of
multistoreyed buildings. Since the nature of the job involved a lot of
risk, Singh felt the necessity of buying a life insurance policy... |
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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