1. Assurance: Trained and wll0informed agents, Approaching from customers’ point of view. Trusting agents when explaining policies. Clarity in explaining policy’s terms and conditions. Understanding intimately specific needs.
2. Personalized Financial Planning: Provision of flexible payment schedule. Availability of flexible product solution. Provisions for convertibility of products. Supplementary services.
3. Competence: Staff dependable in handling customer’s problems. Efficient staff. Easy access to information. Prompt & efficient grievance handling mechanism. Prompt and hassle free claims settlement.
4. Tangibles: Adequate no. of branches. Accessible location of the branch. Good ambience of the branch. Possessing good certification and credentials.
5. Corporate Image: Innovativeness in introducing new products. Courteous agents. Value for money. Simple and less time consuming procedure for purchasing a policy. Financially stable company.
6. Technology: Easy online transaction. Prompt complaint handling, online. Proactive information through e-mail or SMS.