Customer Service and Organization Structure in the Insurance Industry

Case Code: INS051 Case Length: 04 Pages Period: 2003 Pub Date: 2003 Teaching Note: Available

Price: Rs.100 Organization: Varied Industry: Insurance Countries: India Themes: -

Abstract Case Intro

Abstract

The case focuses on the possible reasons for customer dissatisfaction in the insurance industry. It discusses the need for insurance organizations to increase their level of customer service. The case also throws light on the changing expectations and growing demands of customers with regard to insurance products and services. The need to achieve seamless coordination between various departments of an insurance organization to enhance customer service is also discussed.

Issues

• Understand the need to improve customer relations
• Understand the changing expectations of customers with regard to insurance products and services

Keywords

Customer Dissatisfaction, Insurance Industry, Insurance Organizations, Level of Customer Service, Changing Expectations, Insurance Products

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