Customer Service and Organization Structure in the Insurance Industry
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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
"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.
"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...
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