8 in customer relationship the first impression is

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8.In customer relationship the first impression is created:I. By being confidentII. By being on timeIII. By showing interestIV. By being on time, showing interest and being confident
9.Select the correct statement:
10.Active Listening involves:
P a g e|13Sterling Insurance ATI ServicesCHAPTER -3GRIEVANCE REDRESSAL MECHANISMGrievance redressal mechanismIRDA has various regulations in order to render theconsumers grievances/complaints which come under protection of policy holder‟sinterests‟ regulation 2002.i)Integrated grievance management system (IGMS)IRDA has launched an integratedgrievance management system (IGMS) which acts as a central repository of insurancegrievance data and as a tool for monitoring grievances in the industry. Policy holders canregister on this system with their policy details. Complaints are then forwarded to therespective insurance company.ii)The consumer protection act 1986the act was passed “to provide for betterprotection of the interest of consumers and to make provision for theestablishment of consumer‟s disputes”.. Serviceany provision made available to potential users such as banking, financing,transport, insurance etc.. Consumerany person who buys any goods for a consideration or hires or avails ofany services for a consideration.. Defectit means any fault, imperfection, and shortcoming, inadequacy in quality,nature, manner or performance for any service that is taken by the customer.. Complaintit means any allegation given in writing regarding any unfair trade,defect in goods, deficiency in services hired or availed, excess pricing.. Consumer disputeit means a dispute where the person against whom thecomplaint is made, denies and disputes the allegations made on him.2.Ombusman :Total office of ombudsman in India12.The Ombudsman power is restricted to the value not exceeding Rs.20 Lacs
P a g e|14Sterling Insurance ATI ServicesRecommendations should be made within 1 month of the receipt of a complaintThe complainant has to accept the recommendation in writing within 15 days ofreceipt of such recommendation.The insurance companies are required to honor the AWARDS passed byOmbudsman within15 days.If the dispute is not settled, the Ombudsman will pass an award to the insuredwithin 3months/90days from the date of receipt of the complaint.

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