Customer service is a crucial, distinguishing factor in the competitive, service-oriented marketplace. And when it comes to service industry like insurance, it is all the more different from that offered in other financial areas, in terms of the interaction between the customers and the organization. While the interaction is almost continuous in an insurance industry, it is often not so in others. Hence, the aspect of customer service becomes fundamental for an insurance company. As a result, building a good relationship with the customers, offering efficient and excellent services to them become imperative to an insurance company. The forces of Globalization and liberalization have fuelled the competition in insurance industry to new gradations globally. This has resulted in the emergence of various newer concepts, technology, practices, regulations, and approaches facilitating better customer service than ever. The book is an earnest attempt to cull the best of articles that have appeared in ICFAI Publications, focusing on the customer service and customer satisfaction in insurance industry. The book intends to act as an ideal guide to the insurers, the insured, academicians, practicing executives and students in the domain of insurance.
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