A satisfied customer stays true to the company, purchases other insurance products as well, sends off favourable messages for the company's image and its products, pays less attention to competing brands and to their advertising and it is less sensitive to price, implying a lower cost of service than new customers because transactions are already a matter of routine (Montserrat, Scheike and Nielsen, 2012). Due to the extended requirements gathering way in the insurance market in Romania, it is necessary to develop European standard after-sales service. The quality of services offered in the field of insurance is closely linked to the way databases existing in the insurance companies are managed.