The Japan Life Insurance Claims Satisfaction Study is a study targeting people that have gone through the process of applying for insurance money or benefits and investigates their level of satisfaction with the service provided in general, their level of satisfaction with the process from claim to settlement, as well as the actual state for each type of activity.
This study is divided into three segments based on product type: life support, medical benefit, and wealth building, and measures the level of satisfaction within each segment.
Characteristics of the Study
In measuring customer satisfaction in the recruitment section, the three factors of "interaction channel", "settlement", and "claim filing process" where established for the study and then the overall satisfaction score is computed on the basis of the how much each factor influenced overall satisfaction (on a 1,000 point scale).
A very wide range of situations such as customer activities when making the insurance claim, the reception of the insurance company, and actual state of the payment are asked in this study. For that sake, you can use this as information for a marketing strategy for maintaining and acquiring customers now and into the future.