P a g e | 1

A

Report on

Digitalization of Zurich Insurance

group and understanding the

competitor’s capability in digital

platform

By

Tania Chakraborty

At

P a g e | 2

Acknowledgements

I hereby take this opportunity to express my profound gratitude

towards Zurich International Life Ltd. for allowing me to perform my

Summer Internship Program in their esteemed organization.

I would like to extend my deepest regards and gratefulness to Reena

Vivek. Her exemplary guidance and constant encouragement

throughout the course of this study made the successful completion

of this project possible.

I am also sincerely thankful to Dr. Meenaxi Dhariwal who provided

me with an extremely valuable platform in order to carry out

internship work of this nature and giving me motivation to perform

my duties during the period of internship.

P a g e | 3

Table of Contents

Acknowledgements………………… i

Executive Summary………………….ii

1. Objectives………………………….7

2. Methodology………………………8

3. About the company………………9

4. SWOT Analysis…………………..13

5. Digitalization of Insurance company……………14

6. Digitalization for Zurich Insurance………………16

6.1 Zurich existing capability in digital platform……….18

6.2 Drawbacks of Zurich Insurance……………21

6.3 Market Gaps………………………………………….24

7. Competitors capability in digital platform…………..26

8. Findings of Mystery shopping with competitors……33

9. Michael Porter’s Five Forces………………………….38

10. Opportunity of synergy in Life and General Insurance….43

11. Recommended areas to Improve………………………….45

11.1 Ansoff Matrix……………………………………………..50

P a g e | 4

11.2 Benefits of the recommendation………………52

12. Learning from the project……………………….54

13.Conclusion……………………………………………55

List of References……………………………………57

Annexure……………………………………………58

Glossary…………………………………………….62

P a g e | 5

LIST OF FIGURES

Figure No. Description Page no.

Fig. 1 SWOT analysis 13

Fig. 2 Digitalization

Cycle

17

Fig. 3 Michael Porter’s

Five Forces

39

Fig. 4 Ansoff Matrix 50

P a g e | 6

Executive Summary

In today’s market scenario customers prefers services through digital

platform than traditional platform. Companies have huge portfolio of

products to offer so it becomes important to make sure that people

feel the presence of Zurich Insurance and its different products and

services digitally.

The report discusses about the importance of digitalization of Zurich

Insurance group followed by different digital tactics which Zurich

Insurance presently practice with the planned capabilities which it

could adopt to increase the brand awareness.

Further, mystery shop with competitors are conducted to find the

competitive threats in digital platform and later opportunity of Life

and General Insurance to work together is identified with the

recommended areas to focus on for enhancement of services.

P a g e | 7

1. OBJECTIVE

In the era of digitalization all industries are competing to make their

presence in online platform. Therefore my task is to explore all the

areas by which Zurich Insurance group can go digital and serve the

clients more efficiently. The project is assigned with objective of

understanding how better and innovatively they could reach their

clients at their door step being present on digital platform. The

project will be providing very vital information to Zurich as to how to

serve clients digitally more effectively and also as to how should they

market their online presence to their potential clients.

P a g e | 8

2. METHODOLOGY

Primary research was undertaken by interacting with stakeholders to

get the details about the existing digital capabilities it have for their

customers. Information about competitor’s digital capabilities are

found by interacting with the consultants of competitors.

Secondary research was also undertaken through visiting the

websites of companies and also published reports on internet.

P a g e | 9

3. ABOUT THE COMPANY

Zurich Insurance group is a leading multi-line insurance provider.

Zurich offers both Life Insurance and General Insurance solution to

their clients. Zurich has the financial resources to help meet

customer risk management and insurance solution needs with 7.6%

of market share.

Zurich International Life focus on providing individual customers

with

real financial solutions to international protection, investment,

retirement and general saving needs.

Zurich International Life also has a wide ranging product portfolio

available to companies and non-government organization, designed

to meet a variety of financial needs.

P a g e | 10

Zurich International Life is servicing customer since last 25years in

UAE, Bahrain and Qatar.

ZIL has 2 business segments-

Retail - Offer savings and protection products that have been

developed around the lifestyles of personal customer.

Corporate Life and Pensions - Offer group protection and pension

products for medium to large corporate.

Zurich General Insurance servicing customers from last 6years in

UAE, Oman, Lebanon, Kuwait, Bahrain and Qatar.

Zurich General Insurance business consist of three business segments-

Corporate- General insurance offers an array of product and solution

to large corporate customer.

P a g e | 11

Commercial- General Insurance has extensive range of products

tailored to meet the need of commercial customers.

Personal- General Insurance offer several insurance products that

have been developed around the lifestyles of personal customer.

The main products of Zurich International Life are as follows –

Protection - 1. Futura

2. ITA

3. International Decreasing Term Assurance

Savings and Investment – 1. Vista

2. Global Choice

3. IWA (HSBC)

4. Saving Plus (HSBC)

P a g e | 12

The main products of Zurich General Insurance are as follows –

Motor Insurance – 1. Essential

2. Extra

3. Elite

Home Insurance – 1. Content

2. Personal Possession

3. Buildings

Travel Insurance – 1. Silver

2. Gold

3. Family

4. Schengen

P a g e | 13

4. SWOT Analysis

Strength

Reputation as a strong reliable brand.

Well established relationship capita

operation.

Established client services.

Strong underwriting team with a combine

experience of over 100 years.

Weakness

Lack of agility, inability to respond to

market needs.

Ageing infrastructure and stability of IT

system.

Paperwork required to do business with

Zurich.

Communication channel with customer is

heavily biased towards paper.

Opportunity

Opportunities to improve persistency

through proactively engaging with

customer.

Using of electronic interaction tools.

Cost reduction opportunity through simple

automation renegotiation with vendors.

Threats

Increased online and phone presence by

competitors.

Legal requirement for Arabic support.

P a g e | 14

5.DIGITALIZATION OF INSURANCE

COMPANY

Digitalization is the process of converting information into digital

format. Digital is a new market force that is driving a massive change

in consumer expectation.

P a g e | 15

Some of the categories of digital platform are:

Website

Short message services

Television advertisement

Email advertisement

Mobile application and Social network

Digitalization for life insurance policies is something very important

and it should be used by every insurance provider. In today’s world it

has been found that 40% of the people prefer the online platform.

Clients expect their insurer to be available at all times and at all places

and across multiple channels and devices.

P a g e | 16

6. DIGITALIZATION OF ZURICH

INSURANCE GROUP

Digitalization of Zurich Insurance would mean, taking a step

closer to reach their existing and prospective clients. Zurich should

be more digitalized, this will mean automating the entire process of

policy issuance, right from receiving the application to

accepting/rejecting the policy. It will increase transparency and

reduce turnaround time. One of the main benefits of digitalization is

that it reduces cost. For example, a person has got a life insurance

policy from Zurich and wants some information about his policy. The

digital platform should be so strong that the client should be able to

excess all information online without the need to call the contact

center or visit an office.

P a g e | 17

The importance of digitalization in Zurich Insurance can be

understand from the figure below

Fig. 1 Digitalization Cycle

DIGITILIZATION

Digital offerings

/capability

Digital distribution/Customer

access

Digital Service

tool/better customer

experience

Data analysis

capability

P a g e | 18

Digital offerings/capability-Increased productivity/Reduce cost to serve

Digital Distribution/Customer access- Increased sales

Digital Service tool/better customer experience- Increased customer retention

and customer satisfaction

Data analysis capability- More client insight data

6.1 Zurich existing capability in Digital

platform

The existing digital capabilities of Zurich Insurance are as follows

Content marketing

Zurich Insurance is using content marketing tool to increase

P a g e | 19

awareness of presence by listing latest news of Zurich across globe

and awards they have won in their website which is very helpful to

target new clients

Easy Web Navigation

Zurich Insurance has maintained very easy navigation of their

website so as to provide easy information access to their customer

who lands into their website. It is very user friendly for the customer

they can easily find information they need.

Video Blog Marketing

Zurich insurance undertakes video blog marketing to spread the

P a g e | 20

brand loyalty to their customer. Through video it tries to

communicate to their existing and potential clients to mitigate

unpredictable risk and cover all the risk.

Web Analytics Tool

Zurich Insurance have used the tactics of enabling web analytics tool

at their website so as to benefit customer in form of calculator, fund

performance which is really helpful for the customer to plan their

investment for more profitable return.

Organic Search

Organic search is listing the website on search engine without paying

money to the search engine. Zurich follows the approach of organic

search to reach their potential clients.

P a g e | 21

6.2 Drawbacks of Zurich Insurance

P a g e | 22

Some of the drawbacks of Zurich Insurance are as follows:

As presently clients are very dependent on the financial adviser.

They don’t have the knowledge where they are investing and the

progress of their investment. Due to this many investor are

surrendering their policy or they are not increasing their

investment. Therefore digitalization is very important where

client will have full knowledge about their investment.

Client sometimes feel that they are not given enough attention

therefore they don’t increase the investment in Zurich.

Client feels when they surrender the policy a standard charge is

levied which customer complains that it is more than the

promised standard charge so if it is made digitalize customer

could easily surrender themselves and thus no charge will be

levied.

Zurich does not have a section of compare products in their

website which help the client to select the most suitable product

for them. Client has to be solely dependent on the adviser.

P a g e | 23

Client avail the encashment form online from the Zurich

website which is easier for them to do the encashment of their

policy at their need but presently they need to take out the print

of the form and then they need to post it to the office which is

something very time taking. If it is made online with one click

after filling up the form it will definitely cost effective and will

save time.

Usually when client buys a policy, after all the process and

acceptance of the application in Zurich, the statement is sent to

the customer through postage which is something very

traditional and also time taking. So it is convenient for the client

also if it is sent through an email. It will be spontaneous and also

save time.

P a g e | 24

6.3 Market Gaps

Some of the market gaps in Digital platform are as follows

Competitors are having section of testimonial in their website

which helps the potential customer to know about the

satisfaction level of existing customer

Competitor is having a section called compare product in the

website which help customer to choose the product which is

suitable for them.

The competitor’s clients can update their personal and credit

card details through their portal.

P a g e | 25

Competitors are having a wide presence in social media

platform.

7. COMPETITORS CAPABILITY IN

DIGITAL PLATFORM

P a g e | 26

The competitors of Zurich Insurance in market are MetLife, Generali

and Friends Provident International.

MetLife is among the largest global provider of Insurance, annuities

and employee benefit programs with 90 million customers in over 60

countries. MetLife holds leading market positions in the United

States, Japan, Latin America, Asia pacific, Europe and the Middle

East. They have Life Insurance, Accident Insurance, Health insurance,

saving and Investment and travel insurance.

The digital capabilities of MetLife are as follows

E-services

P a g e | 27

Clients of MetLife can access to e-services for their convenience.

They have e-service for medical cardholders where customer can

access information 24/7 to their policy. The clients can also track

claim processing, print medical and life insurance certificates on

the spot. Clients can also update their personal details through their

portal MyMetLife.

Video Blogging

MetLife have strategist to hit human emotion. This we can say

so from ‘My Dads Story- Dream of my child’ campaign

launched by MetLife. Therefore they have gone for television

channel tactics to promote this campaign. They launched

another campaign named ‘Change Perception for Life

Insurance’ which promotes the message live for your loved ones

which became very easy for them to reach or capture the mind

of prospective client.

Social Media Marketing

MetLife is prominent in social Media. The campaign which

MetLife has launched concentrated by the mode of social media

viz Facebook, Tweeter and YouTube and signaled by the

presence of hash tag.

P a g e | 28

The Generali group is one of the leading insurance and financial

players in the world with its presence in more than 60 countries.

Generali provides protection for Life and General Insurance. The

main vision of Generali is to actively protect and enhance customers

live. The mission of Generali is to be the first choice by delivering

relevant and accessible insurance solutions.

The digital capabilities of Generali are as follows

Web Analytics

Generali have tactics of web analytics in their website like

clients get current valuation of fund. Client can also receive

quarterly and annually statements of their policy electronically

from the online portal. Client can update their credit card details

from their portal.

P a g e | 29

Content Marketing

Generali use content marketing tool to increase the awareness of

presence by listing the latest news of Generali throughout the

globe which help to target new client in the market.

Social Media Marketing

There is a wide presence of Generali in social media which

helps clients to know more about the brand and helps to attract

potential client. Social media is electronic word of mouth which

consumer share via the internet. Through social networking

websites individual interact with one another and build

relationships.

P a g e | 30

Friends Provident International align their business by our

customer needs rather than putting product first, with team

dedicated to serve clients requirement. Financial rating of

Friends Provident International is B+ (very strong) as at March

2013. The main goal of Friends Provident International is to

help clients to easily achieve financial security. Friends

Provident have more than 35years of international experience

with offices in Hong Kong, Dubai, Singapore, UK and Isle of

Man. They pride themselves of being a global company that

understand the markets they operate in and the customer they

serve.

The digital capabilities of Friends Provident International are as

follows

P a g e | 31

E-services

Friends Provident International provides e-service for the

convenience of their clients. If client is registered in their

portal then client can easily track the performance of the

fund and can easily switch to another fund. Clients can

refer to glossary section in their website if they find

difficulty in understanding any technical financial term. In

the website there is a section called guide to invest which

guide investor to invest in more profitable return.

Listing Testimonial

In the website of Friends Provident International it include a

section called testimonial where existing client share their

satisfaction story which helps to attract potential customer

and testimonial section also increase the brand loyalty.

Content Marketing

Friends Provident International undertakes content marketing

strategy in their own website. It provides news of the

company to the clients. It also share about the awards and

accolades it receive and news about the new release to the

clients.

P a g e | 32

8. FINDINGS OF MYSTERY

SHOPPING WITH COMPETITORS

P a g e | 33

Customer expects personalized service delivered in a customized

approach with tailored information. Integrated communication is a

key lever for success in insurance industry. In fact, insurers are

investing in communications and content management to help drive

top line growth. Insurers have many interactions with their

policyholders throughout the customer lifecycle. One bad

communication can result in cost business or the defection of an

existing customer. One great communication can strengthen a

customer relationship and sometimes secure that customer for life.

MetLife

P a g e | 34

With MetLife, customer can track the performance of their

investment in their online portal.

Customer can also make amendments in their policy like

changing their personal details, etc.

MetLife have dedicated customer service department

along with a team of sales agent to serve the customer.

The idea of development of mobile application is under

research. However, presently customer can access their

policy details on any internet enabled device.

There is a periodic interaction with customer through

customer service department, sales agent mail the

customer through the online account with MetLife.

The remainders about premiums, status of the request and

other updates are communicated through the chosen mode

of communication by the client.

Clients get periodic calls to check the customer

satisfaction score from the compliance team, if agreed by

the clients.

P a g e | 35

Generali

Generali have payment flexibility in their premiums.

Generali accept credit card, cheques and bank transfers.

However, distributor also mentioned that cash as a method

of payment will not be accepted.

Customer can make changes in their personal details via

the portal but a change of beneficiary requires a signed

form.

Generali have an online portal where customer can track

the performance of their investment and switch funds.

The communication strategy that is adopted to interact

with clients are either email or courier (if necessary) to

provide information about latest market report, policy

status, fund performance.

Generali have helpline number for clients where they can

answer any queries related to policy. Consultant

P a g e | 36

mentioned that they remain in constant touch with the

clients via email, phone and visits with regard to fund

performance, policy updates and servicing queries.

Generali don’t have mobile application for their clients

which will help them to access anytime and anywhere.

For the claim procedure consultant mentioned that they

assist the client with the complete procedure from helping

the clients to complete the claim request from to delivery

of the claim amount via cheque or bank transfer. The

service is offered to all the clients irrespective of physical

location.

Friends Provident International

Flexibility in premium payment of the policy. Customer

can opt for quarter or annual payment of the premium.

They have flexibility in paying the premium. Clients can

pay the premiums through credit card or bank transfers.

P a g e | 37

Consultants remain in continuous touch with clients to

help them with their policy details.

Development of mobile application idea is under research.

Customer can make amendments in their personal details

any time through their online account in Friends Provident

International.

9. Michael Porter’s Five Forces

P a g e | 38

The Porter’s five forces tool is a powerful tool for understanding

where power lies in a business situation. This is useful, because it

helps you understand both the strength of your current competitive

position.

With a clear understanding of where power lies, you can take fair

advantage of a situation of strength, improve a situation of weakness

and avoid taking wrong steps.

Conventionally, the tool is used to identify whether new innovation

in the business have the potential to be profitable.

Porter says that there are five forces that apply to any market and its

competitiveness, operating between willing buyers and willing sellers

of goods or services and no market dominance last forever because

of inevitable market and technological changes happen.

P a g e | 39

Fig. 2 Michael Porter’s Five Forces

1. Supplier’s Bargaining Power- Zurich Insurance can dominate the

market because:

P a g e | 40

The market consists of a few large suppliers and the Zurich

Insurance is one among the few large players.

The service of Zurich is more or less same like the other

supplier in the market. However, Zurich reputed as a strong

reliable brand with established client service and strong

underwriting team with a combine experience of over 100

years.

Switching cost is high, if buyer switches to other supplier in

the market.

2. Buyer’s Bargaining Power- A buyer can impose increased pressure

when the following holds true-

There’s small number of supplier in the market so buyers

bargaining power is low.

Zurich product being supplied is undifferentiated and has fixed

cost of delivery so bargaining power is less.

P a g e | 41

3. Threats of New Entrants-

It is easier for a new business to enter the industry or for an

existing business to supply new products and services to your

target market through innovative channel.

Competitors are thinking to approach digital platform to provide

more satisfaction to their customer.

4. Threat of Substitute- A substitute is something that meets the

same need and is of similar nature to your product. Zurich may face

substitution threat in market but it can be reduced by building brand

loyalty of customers belief in the effectiveness of new

product/services.

5. Competitive Rivalry- A competitive rivalry analysis determines

whether your business has or needs to work harder to develop a

competitive edge. The target market includes numerous

competitors, all offering similar products and service, buyers have no

P a g e | 42

real incentive to purchase from your business exclusively, unless you

introduce any competitive changes.

10. OPPORTUNITY OF SYNERGY IN

LIFE AND GENERAL INSURANCE

P a g e | 43

The various fronts at which Zurich International Life and Zurich

General Insurance can work hand in hand are as follows

Zurich International Life’s customer database can be complied

with General Insurance, this will increase their customer base

and also it will give better insight of the customer linked with

Zurich.

ZIL can use General insurance base to expand their market in

Middle East where ZIL is not having its foot print.

If ZIL and General Insurance can be merged than it will result in

cost down of operation at many fronts, for instance

infrastructure, etc.

Life and GI has more or less same distributor channel so if they

go under same umbrella brand than cost of giving them

P a g e | 44

percentage of share of profit or commission would be less. For

instance, a customer buying Life and GI policy from same

distributor, than Zurich can compile that transaction as one and

allow commission instead of paying twice.

If ZIL and GI merge together that will result in increasing in

their advertisement marketing budget and the allotted money

can be spend effectively.

Working together of Life and General Insurance will also result

in increase of brand awareness. As General Insurance is very

new in the Middle East market so if they both merge together

then there will be increase in brand awareness among client.

And also if client of Life wants to take policy of General

Insurance they will remain loyal to the brand.

11. RECOMMENDED AREAS TO

IMPROVE

P a g e | 45

The recommended areas to improve in digital platform are noted

below-

Communication modes to be developed. The communication

process can be broadly divided into two parts-

Above the Line – It is basically a mass media marketing

which is normally done for mass public. It involves a good

amount of investment and is done on major scale. It is

done through mediums like Television, Magazines,

Hoarding and banners, etc. If this communication is

adopted it will increase the awareness among people.

Below the Line - This type of communication uses non-

media types of medium to promote various products. A

P a g e | 46

few major characteristics of Below the Line

communication are enlisted as follows:

a) Below the communication has a kind of direct

interaction with end customer.

b) The impact of below the line communication is more

measurable than any other medium of communication as

below the line communication is aimed at selling the

product and services.

c) Below the line activities are generally targeted at groups

having unique needs, they generate a much higher

customer satisfaction.

d) It involves considerate amount of money. So it becomes

very important to use this kind of communication

effectively and efficiently.

The type of medium that can be used for this type of communication

is –

Outbound Dialers

P a g e | 47

A predictive dialer application in which the system calls a list of

customers and delivers information about various offerings by the

service provider to the customer. It screens out the un-respond calls,

disconnected calls, etc. Also it predicts the next right time a customer

can be called. It will help to reach target customer in short time.

Development of mobile application which will help Zurich

Insurance to create brand differentiation from other brands and

this is the perfect way to achieve it. The brand differentiation is

basically brought by positioning of brands. Positioning is the

place which the brand makes in the mind of customers or in the

market.

Use Search Engine Marketing. It is a form of internet marketing

that involves the promotion of websites by increasing their

visibility in search engine result through optimization and

advertising. Search Engine Marketing may use search engine

optimization which adjust or rewrites website content to achieve

a higher ranking in search engine result pages or use pay per

listings.

P a g e | 48

Use Drip marketing as a communication strategy that sends or

drips, a pre written set of messages to customer or prospects

over time. The messages often take the form of email marketing,

due to low cost associated with sending multiple messages over

time. A direct mail piece for home insurance is sent to current

auto insurance customers in a cross-selling initiative.

Blogging is one of the most popular internet marketing

techniques. A blog allows developing content, which is ideal to

interact with the customers and also helps for customer

acquisition. If blog is kept updated, Zurich will gain traffic and

recognized by search engine in top results.

Social media marketing is the process of gaining website traffic

or attention through social media sites. Zurich should follow the

pathway of social media which will create contents that attract

attention and encourage readers to share it across their social

network. Social media network is the electronic word of mouth

which is any statement consumer share via the internet.

P a g e | 49

11.1 Ansoff Matrix

According to Ansoff Matrix, Zurich Insurance must focus on

following market strategy to expand their reach.

P a g e | 50

Fig. 3 Ansoff Matrix

Market Penetration strategy i.e. for existing market with existing

product because Zurich Insurance is already present across major

countries of Middle East therefore it can think of penetrating the

existing market by heavily promoting its brand and product across

this market so as to increase the customer base to win the heart-mind

share of customer dealing with insurance sector.

P a g e | 51

Product Development strategy i.e. Zurich must think of developing

products to tape the untapped section of the existing market. The

strategy will help to draw customer attention. Therefore, Zurich

Insurance must undertake serious customer behavioral study in order

to create a new product for the existing market.

Market development strategy i.e. Zurich Insurance can think of

expanding its reach to areas in Middle East where it is not present to

provide it services. This strategy is beneficial for Zurich Life because

it can work hand in hand with Zurich General Insurance to tape the

untapped market where General Insurance is present. This will not

only help increase their base of customer but will help to increase

their revenue and net worth of the company as a whole.

Diversification strategy i.e. Zurich Insurance can think of launching

new product to tape new market to acquire customer which will help

Zurich to create brand image in mind of new clients.

11.2 Benefits of Recommendation

P a g e | 52

The benefits of the recommendation are discussed below

Easy to reach the potential client in less time.

Awareness of brand will increase in the market.

Drip Marketing which is recommended will help to build

relationship with customer and will help to gain customer

loyalty.

Social media marketing will increase the customer interaction

and it will help to trace the interest of the client.

Development of mobile application for customer would help to

know about the details of their policy anytime they want even if

they are in move they can access the details and fund

performance.

P a g e | 53

Flexibility in payment system will help customer to make

payment of their premiums hassle free.

12.LEARNING FROM THE PROJECT

My learning from this project is as follows

A fair insight about the Insurance industry.

Understood the Zurich Insurance position in digital world.

P a g e | 54

Helped me to improve my research skill.

Understood to identify the competitive threats in the market.

Learned about the online tactics to make more visibility in

digital platform.

13. CONCLUSION

Digital capability is essential to be a successful insurance company in

this century. To secure future digital success Zurich must change the

operating model and the way they listen to their customer.

P a g e | 55

To this insurer must embedded a culture of innovation However,

focus more to be an innovative company. In recent survey of Deloitte

it has been found that 52% of the population is likely to switch online

for better service. Insurance is currently lagging behind in digital

curve.

In traditional path it is commonly seen that there is a positive

correlation in customer satisfaction between quality and frequency

of contact and also increase cross selling and less switching to other

providers. Digital technology can enable company to improve and

personalize communication. Customer expectation, in short, now

bridge to online world. They expect their insurance company to

understand their needs. Thus, it will be a great success for Zurich

Insurance as soon as it “cracks the digital nut”.

P a g e | 56

LIST OF REFERENCES

P a g e | 57

www.brandstrategyinsider.com

Bubukwar.Sachindra.MetLife.Sales.Manager

Dumri.Rishad.Nexus Insurance Broker

www.fpinternational.ae

www.MarketResearch.com

www.MetLife.ae

Sharma.Shailendra.Goodwill Insurance

www.wikipedia.com

www.zurich.ae

http://www.xerox.com/downloads/usa/en/gdo/brochures/

Integrated_Communication_Insurance.pdf

www.businessinsurance.com

Annexure -1 (Questionnaire for mystery shopping)

For MetLife

P a g e | 58

1. What are the modes of payment for premiums to be paid for the

policies?

2. Do you have any portal for customer service or taking policy

online?

3. What is the communication strategy you adopt to interact with your

existing clients?

4. What are the guidelines to be followed if one wants to surrender its

taken policy?

5. What is the maximum tenure of the policy given by your

organization?

For Generali and FPI

P a g e | 59

1. Is there any flexibility in the premium payment? Like can I use my

credit/debit card for premium payment in both Generali and FPI

2. Do they both have any portal where I can be aware of performance

of investment?

3. Can I make amendments in address changing, beneficiary, etc in

the policy from the portal (if exist)?

4. Ideally What communication strategy it adopt to interact with

clients?

5. Do they have any mobile application which will help them me to

access anytime?

P a g e | 60

Annexure - 2 [Questioned asked by policy provider to

understand client need]

1)      Name and date of birth of both ( you & Your husband ),please

also mention if you or your husband is smoker .

2)      What is the purpose of investment ? ( Child education/

Retirement / Wealth creation / Family financial protection )

3)      How much amount would you like to invest/save  every year ?

P a g e | 61

4)      How many years would you like to invest ?

5)      Do you also want Life Insurance benefits along with Critical

illness & disability cover for both ? if yes , then till what age  ?

6)      How would you like to invest ? on monthly

/quarterly/semiannual /annual basis ?

7)      What kind of returns you are expecting ? ( 6-7 % or 9% above )

Glossary

FPI – Friends Provident International

GL- General Insurance

IWA- International Wealth Account

P a g e | 62

ITA – International Term Assurance

SEO- Search Engine Optimisation

SEM- Search Engine Marketing

ZIL – Zurich international Life