Student Dissertation

Agency : Customer Relationship; CMR; Customer Interaction; Health Insurance

Objective : A study on Analysing Customer Interaction and Manage Customer Relationship. Rationale: The study intended to study the gaps in insurance delivery services in customer care relationship management and manage Customer Relationship. Objective: General Objective – Analyse Customer Interaction and Manage Customer Relationship Specific Objective – To Study Different Claim Flow Process across various teams To identify and classify the various queries types To find out the further contributing causes leading to the highest number of queried data.

Methodology : Type of study: A Descriptive, observational study. Study area– CRM Department of Reliance General Insurance, Madhapur, Hyderabad. Duration of Study– one-month 7 April - 5 May 2018) Type of Data- Quantitative Sample size – 178 Sampling technique- Convenience Sampling. Data collection- Secondary and Quantitative (4 weeks) Data entry- Manually Data Analysis- Using Microsoft Excel.

Findings : The Total no. of Claims that are received at the Rcare mail data was 1020 for the month of Feb-March, out of which for the study, the march data was taken into consideration, The data were studied and classified into seven causes leading to the increased no of queried mail received, A total of 178 data was further studied with the top causes taken into consideration, at a 7% margin of error and a 95% confidence level, and the following conclusion was derived, The top three categories with their insights, Claim Status: The claim status 110 sample size was studied and found that (all the mail received post interaction from the customer care side.) 1) The highest contributor to this category was about 30.1% for WIP 2) 18.1 % of mail were received for claim status of the query documents 3) 16.36 % was for the claim settlement letter, Clarification on Approval Deduction: 84 sample sizes were studied and found that, the Highest contributor to this category of about 1) 20.23% was for Non-Payable/Medical Expenses/Common Exclusion: 2) 19.1 % of mail were received for Clarification on Approval Deduction for Co-pay deductions. 3) 13.09 % were for the Insufficient documents Clarification on Query Raised: The Clarification on Query Raised 94 sample size was studied and found that Highest contributor to this category of about 30.85% was for Clarification on approval deductions (After sending the documents) 27.65 % of mail were received for Clarification on Query raised was for Query Response Documents attached) of the Query, 28.73 % were for the Send Documents (for the acknowledgment or responding to the query send)

Recommendations : The Total no. of Claim that was received at the Rare mail data was observed, A total of 178 data was studied from the highest contributor of the top three categories, The top three categories with their insights: The claim status 110 sample size was studied and found that the Highest contributor to this category of about 30.1% was for WIP, 18.1 % of mail were received for claim status of the query documents, and 16.36 % were for the claim settlement letter, The Clarification on Approval Deduction 84 sample size was studied and found that Highest contributor to this category of about 20.23% was for Non-Payable/Medical Expenses/Common Exclusion. 19.1 % of mail were received for Clarification on Approval Deduction for Copay deductions, and 13.09 % were for the Insufficient documents. The Clarification on Query Raised 94 sample size was studied and found that Highest contributor to this category of about 30.85% was for Clarification on approval deductions. 27.65 % of mail were received for Clarification on Query raised, and 28.73 % were for the Send Documents.


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