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Policyholders initially complain via phone, email

By identifying online complaints and acting upon them, insurance companies can isolate problems with processes

January 29, 2014 5:21 IST | India Infoline News Service
According to a study by Drizzlin Media India, customers initially complain via phone, email and social media over visiting the branch of a life insurance company to deal with a person face-to-face. The study divided complaints into three types: premiums, renewals and settlements.
The study said that mis-selling remains the primary issue customers continue to face.
Drizzlin Media India, a social media marketing company, conducted a study on the online complaints from life insurance customers.
This study titled — The Grieving Customer: An Analysis of Online Complaints from Life Insurance Customers — captures the current status of the insurance companies on online customer redressal platforms, what customers have complained about, who they complained to and how they complained.
By identifying online complaints and acting upon them, insurance companies can isolate problems with processes and functions and take corrective measures to improve them, the study findings showed.
Online insurance sales have been increasing with a younger set of customers becoming targets for insurance companies. Such customers are well informed and are comfortable with online purchases.
A total of 346 complaints were collected from 1 April 2013 till 31 August 2013.

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