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QUESTIONNAIRE ON CUSTOMERS EXPECTATION OF A MOTOR INSURANCE PRODUCT I am a student of MBA doing my project work on the topic mentioned above. You are invited to participate in the survey that will help me understand the __________ ________________. ______. Your participation in this study is completely voluntary. Your survey responses will be strictly confidential and the data from this research will be reported only in the aggregate. Your information will be coded and will remain confidential for academic purpose only.
EMOGRAPHICS
Name
:
Gender
:
Age
:
1)
Male
2)
Female
Below 20 Between 20 – 30 Between 30 - 40 Between 40 – 50 50 and above
1 2 3 4 5
Employment status Business Employed Unemployed Homemaker
1 2 3 4
: Retired Student Senior Citizen Other
5 6 7 8
Q1) Which vehicle do you have? ○
Saloon
○
4X4
Q2) What is the brand of your vehicle?
Q3) How many vehicles do you own? ○
1
○
2
○
3
○
4
○
More than 4
Q4) How many years has it been since you purchased your vehicle? ○
Less than one year
○
More than one year
○
More than three years
○
More than five years
Q5) What is the year of manufacture of the car? ○
2012
○
2010 - 2012
○
2007-2012
○
Older than that
Q6) Is there any loan on the vehicle? ○
Yes
○
No
Q7) For what purpose is the car used ? ○
Personal
○
Official
○
Both
Q8) Have you ever got your car majorly repaired in the past? ○ Yes ○
No
Q9) If the answer is yes, what was the reason for getting it repaired? ○
Accident
○
Mechanical breakdown
Q10) Which insurance company is your car insured with? Al Madina Insurance
1
AXA Insurance Oman United New India Insurance
2 3 4
Al Ahlia Insurance( part of the RSA group) Oman United Other
5 6 7
Q11) How did you purchase your insurance product? ○
Automotive dealer
○
Insurance company
○
Broker
Q12) Is your car insurance comprehensive or third party? ○
○
Comprehensive Third party
Q13) If the insurance company is ready to give you a comprehensive insurance when your car becomes more than 5 years old , would you go for? ○
○
Comprehensive Third party
Q14) What is your opinion on the pricing of the insurance product? Is it priced properly? ○
Yes
○
No
Q15) Have you changed your insurance company in the past? ○
Yes
○
No
Q16) If Yes, What were the reasons for changing your insurance company? ○
Not happy with the service
○
Unhappy claim experiences with the company
○
Change of job thus being eligible for a group discount through another insurer
○
High premium
○
Other
Q17) What about the services provided by your insurance company? Are you happy with that? ○
Yes
○
No
Q18) If yes, what are the reasons? ○
Reasonable premium
○
Good service
○
Excellent quality of workshops
○
Other
Q19) If no, what are the reasons? ○
High premium
○
Lack of good service
○
Poor quality of workshops
○
Other
Q20) Is your insurance company offering you value added services? ○
Yes
○
No
Q21) If yes, what are the value added services they are offering you? ○
Free 7 day rent a car service
○
Free 15 day rent a car service
○
3 year dealer service
○
Roadside assistance with GCC coverage: ○
Free Flat Tyre repair
○
Free Key lock out services
○
Free Battery Boosting
○
Free Fuel Services
○
Free Towing – Mechanical Breakdown
Q22) From the following which services would you prefer your insurance company to offer you? Please tick ○
Free 7 day rent a car service
○
Free 15 day rent a car service
○
3 year dealer service
○
Roadside assistance with GCC coverage: ○
Free Flat Tyre repair
○
Free Key lock out services
○
Free Battery Boosting
○
Free Fuel Services
○
Free Towing – Mechanical Breakdown
Q23) Can you rank them on a 1-4 scale giving 1 as the most important ○
Free 7 day rent a car service
○
Free 15 day rent a car service
○
3 year dealer service
○
Roadside assistance with GCC coverage: ○
Free Flat Tyre repair
○
Free Key lock out services
○
Free Battery Boosting
○
Free Fuel Services
○
Free Towing – Mechanical Breakdown
Q24) Would you mind paying an excess over your premium for these services? ○
Yes
○
No
Q25) Would you pay an extra premium in the range of RO. 35-50 for a courtesy car service in the event of a claim ○
Yes
○
No
Q26) Would you be interested in a Garage protection clause , which says that if the car is not parked in a closed and secured owned garage, then the loss of theft would attract a higher excess (possibly in the range of RO. 500 to RO. 1,000)? ○
Yes
○
No
Q27) Would you be willing to pay an additional premium for 5 years Dealer repair or Zero Depreciation allowance during a claim? ○
Yes
○
No
Q28) Would you pay an extra premium for 7 Day claim settlement clause which guarantees the claim to be paid in 7 working days ? ○
Yes
○
No
Q29) What are the different types of services the client would like to have within a range of extra premium of RO. 50/- in the event of a claim. Q30) Would you easily hand over the vehicle to a third party (family, friends, relatives,etc.) for usage? ○
Yes
○
No
Q31) If yes, what extra care would you take to avoid any claim? ○
