Page 25 - Insurance Times August 2018

DIRE NEED OF
IMPROVING
SERVICE
EXCELLENCE IN
INDIAN INSURANCE
INDUSTRY -
THROUGH HR
INTERVENTION

L iberalization have been effected with the market Insurance Company is always to be perceived as a trust
oriented economy encouraging genuine institution. It mobilizes savings from the public at large for
competition with the possibility of both the Public its onward circulation in the economy. Insurers are
and Private Sectors to co-exist and contribute in the important financial intermediaries selling promises for
promotion of Life & General Insurance business and future delivery. It is also expected that opening-up of this
increasing the potentiality of Indian Insurance business. It insurance sector had served as expansion of insurance
is always believed that there will be better scope for the business to create expanded employment opportunities of
market consumers to exercise their choice in an different types on a countrywide basis had been allowed
environment of competition whereby their interests will be instead of conventional pattern of employment, through the
served better. Competition always led to innovation, introduction of various entities like brokers, corporate
evolving better customer service strategies and involvement agents, third party administrators, Bancassurance, etc.
in tapping the business of the huge untapped area by force
of competition leading to the optimization of the emerging This in turn had been made insurance reach and different
opportunities in the economy. other benefits to the common people and the country at
large. Basically all these feasibilities may to ultimate
About the author satisfaction if the insurers try to serve in a better way to
satisfy their consumers. For inducing better service to the
Anabil Bhattacharya customers it is, therefore, the dire need of the present
situation to improve the quality of this insurance service
B.M.E. (Honours) (Jadavpur University) sector particularly on the backdrop of the merger of three
& F.I.I.I. (I.I.I., Mumbai) major PSU giants in General Insurance Sector.
Insurance Consultant & Risk
Inspection Engineer, Kolkata The concept of quality management in the present day

The Insurance Times, August 2018 25