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.

Learning Objectives

The case is structured to achieve the following Learning Objectives:

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

Keywords

Possible reasons, customer dissatisfaction, insurance industry, insurance organizations, level of customer service, changing expectations, demands, customers, insurance products, services, achieve, departments