Professional Documents
Culture Documents
A Project Report on
Management Research Project
Of
Customers Perception toward Health Insurance Empirical Study in
Ahmadabad Region
SUBMITTED BY:-
Exam No Name
01
Anand Aarti
02
Desai Gunjan
09
Rahul Nisarta
SUBMITTED TO:-
Ganpat University
GANPAT UNIVERSITY
Center for Management Studies
Ahmadabad
MBA (FS) SEM IV
Page 1
This is to certify that the dissertation submitted in partial fulfillment for the award of MBA (FS)
of Center For Management Study, Ganpat University is a result of the bonafide research work
carried out by Mr RAHUL NISARTA, Mr GUNJAN DESAI And Miss ANAND AARTI under
my supervision and guidance. No part of this report has been submitted for award of any other
degree, diploma, fellowship or other similar titles or prizes. The work has also not been
published in any journals/Magazines.
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Students Declaration
I hereby declare that this report, submitted in partial fulfillment of the requirement for the award
for the MBA (FS), to Center For Management Study, Ganpat University is my original work and
not used anywhere for award of any degree or diploma or fellowship or for similar titles or
prizes.
I further certify that without any objection or condition subject to the permission of the company
where I did my summer project, I grant the rights to Center For Management Study, Ganpat
University to publish any part of the project if they deem fit in journals/Magazines and
newspapers etc. without my permission.
Exam No Name
01
Anand Aarti
02
Desai Gunjan
09
Rahul Nisarta
Page 3
PREFACE
This Project Report has been prepared in partial fulfillment of the requirement for the Subject:
Project (Financial Services) of the Semester IV in the Semester 2015.
For preparing the Research Project Report, The blend of learning and knowledge acquired
during our practical studies at the company is presented in this Project Report.
Our main focus and study was on Customers Perception toward Health Insurance Empirical
Study on Ahmadabad region.
We have put up my best efforts and enumerated every possible information while collecting
Primary and secondary data.
Lastly, we have tried our level best to prepare the best informative report.
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ACKNOWLEDGEMENT
It was indeed an opportunity for us to do research Customers Perception toward Health
Insurance Empirical Study on Ahmadabad Region. To Prepare a Project Report on the same
during Semester IV. During our Research study preparation, we learn many interesting things
about the Research, along with the aspects of its process and as a whole.
We would here by take this opportunity to show our gratitude towards all our faculties for
what we have learnt during Research Study. A good response, explanation of concepts and cooperation given by whole staff helped us in gaining knowledge and solving our queries.
I feel immense pleasure to thank Prof. Umesh Pithadiya, C.M.S. Ganpat University. For
making available all faculties in fulfill the requirements for the research report.
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Sr.No
Particular
Page
No.
Front Page
Certificate
II
Preface
III
Acknowledgement
IV
Chapter-1
Introduction
Chapter-2
History Of Insurance
46
Chapter-6
Data Analysis
50
Anova Test
72
Chapter-7
Finding
33
Chapter-5
Research Methodology
30
Chapter-4
Health Insurance In India
12
Chapter-3
Literature Review
79
Chapter-8
Page 6
Conclusion
9
81
Chapter-9
Bibliography
83
Annexture
Page 7
Page 8
Introduction
1. Background:Over the last 50 years India has achieved a lot in terms of health improvement. But still India is
way behind many fast developing countries such as China, Vietnam and Sri Lanka in health
indicators (Satia et al 1999). In case of government funded health care system, the quality and
access of services has always remained major concern. A very rapidly growing private health
market has developed in India. This private sector bridges most of the gaps between what
government offers and what people need. However, with proliferation of various health care
technologies and general price rise, the cost of care has also become very expensive and
unaffordable to large segment of population. The government and people have started exploring
various health financing options to manage problems arising out of growing set of complexities
of private sector growth, increasing cost of care and changing epidemiological pattern of
diseases.
The new economic policy and liberalization process followed by the Government of India since
1991 paved the way for privatization of insurance sector in the country. Health insurance, which
remained highly underdeveloped and a less significant segment of the product portfolios of the
nationalized insurance companies in India, is now poised for a fundamental change in its
approach and management. The Insurance Regulatory and Development Authority (IRDA) Bill,
recently passed in the Indian Parliament, is important beginning of changes having significant
implications for the health sector.
The privatization of insurance and constitution IRDA envisage to improve the performance of
the state insurance sector in the country by increasing benefits from competition in terms of
lowered costs and increased level of consumer satisfaction. However, the implications of the
entry of private insurance companies in health sector are not very clear. The recent policy
changes will have been far reaching and would have major implications for the growth and
development of the health sector. There are several contentious issues pertaining to development
in this sector and these need critical examination. These also highlight the critical need for policy
formulation and assessment. Unless privatization and development of health insurance is
managed well it may have negative impact of health care especially to a large segment of
MBA (FS) SEM IV
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Page 13
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1912: The Indian Life Assurance Companies Act came into force for regulating the life
insurance business.
1928: The Indian Insurance Companies Act was enacted for enabling the government to
collect statistical information on both life and non-life insurance businesses.
1938: The earlier legislation consolidated the Insurance Act with the aim of safeguarding
the interests of the insuring public.
1956: 245 Indian and foreign insurers and provident societies were taken over by the
central government and they got nationalized. LIC was formed by an Act of Parliament,
viz. LIC Act, 1956. It started off with a capital of Rs. 5 crore and that too from the
Government of India.
The history of general insurance business in India can be traced back to Triton Insurance
Company Ltd. (the first general insurance company) which was formed in the year 1850 in
Kolkata by the British.
1907: The Indian Mercantile Insurance Ltd. was set up which was the first company of its
type to transact all general insurance business.
1957: General Insurance Council, an arm of the Insurance Association of India, framed a
code of conduct for guaranteeing fair conduct and sound business patterns.
1968: The Insurance Act improved for regulating investments and set minimal solvency
levels and the Tariff Advisory Committee was set up.
1972: The General Insurance Business (Nationalization) Act, 1972 nationalized the
general insurance business in India. It was with effect from 1st January 1973.
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Websites
Public Sector
Life Insurance Corporation of India
www.licindia.com
Private Sector
Allianz Bajaj Life Insurance Company Limited
www.allianzbajaj.co.in
www.birlasunlife.com
www.hdfcinsurance.com
www.iciciprulife.com
www.ingvysayalife.com
www.maxnewyorklife.co
m
www.metlife.com
www.omkotakmahnidra.
com
www.sbilife.co.in
Page 19
www.tata-aig.com
www.ampsanmar.com
www.avivaindia.com
GENERAL INSURERS
Public Sector
www.nationalinsurancein
dia.com
www.niacl.com
www.orientalinsurance.n
ic.in
www.uiic.co.in
Private Sector
Bajaj Allianz General Insurance Co. Limited
www.bajajallianz.co.in
www.icicilombard.com
www.itgi.co.in
www.ril.com
Page 20
www.royalsun.com
www.tata-aig.com
www.cholainsurance.com
www.ecgcindia.com
www.gicindia.com
2.5 CONCEPT AND FUNCTIONS OF INSURANCE:Insured, are you? The functions of Insurance will give you an idea on how to go ahead with the
approach of insurance and what type of insurance to choose. In a layman's words, insurance
means, a guard against pecuniary loss arising on the happening of an unforeseen event. In
developing economies, the insurance sector still holds a lot of potential which can be tapped.
Majority of the people in the developing countries remains unaware of the functions and benefits
of insurance and it is for this reason that the insurance sector is still to grow.
Tangible or intangible an individual can insure anything! Be it a house, car, factory, or the
voice of a singer, leg of a footballer, and the hand of an author.....etc. It is possible to insure all
these as they have the possibility of becoming non functional by any disaster or an accident.
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Evaluating risk Insurance fixes the likely volume of risk by assessing diverse factors
that give rise to risk. Risk is the basis for ascertaining the premium rate as well.
Covering larger risks with small capital Insurance assuages the businessmen from
security investments. This is done by paying small amount of premium against larger
risks and dubiety.
Page 22
Is a savings and investment tool Insurance is the best savings and investment option,
restricting unnecessary expenses by the insured. Also to take the benefit of income tax
exemptions, people take up insurance as a good investment option.
Risk Free trade Insurance boosts exports insurance, making foreign trade risk free
with the help of different types of policies under marine insurance cover.
Threat of New Entrants: The insurance industry has been budding with new entrants
every other day. Therefore the companies should carve out niche areas such that the
threat of new entrants might not be a hindrance. There is also a chance that the big
players might squeeze the small new entrants.
Power of Suppliers: Those who are supplying the capital are not that big a threat. For
instance, if someone as a very talented insurance underwriter is presently working for a
small insurance company, there exists a chance that any big player willing to enter the
insurance industry might entice that person off.
Power of Buyers: No individual is a big threat to the insurance industry and big
corporate houses have a lot more negotiating capability with the insurance companies.
Big corporate clients like airlines and pharmaceutical companies pay millions of dollars
every year in premiums.
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How
to
choose
an
insurance
company?
There are many factors to probe into when an investor chose an insurance company.
The consumers as well as the investors should only focus on the insurer's financial
strength and capability to meet ongoing responsibilities to its policyholders.
The fundamentals of the insurance company should be strong and should not indicate a
poor investment opportunity as this might also deter growth.
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2.8 TOP INSURANCE COMPANIES IN INDIA:LifeInsuranceCorporationofIndiaThe Life Insurance Corporation of India (LIC) is undoubtedly India's largest life insurance
company. Fully owned by government, LIC is also the largest investor of the country. LIC has an
estimated asset of Rs. 8 Trillion. It also funds almost 24.6% of the expenses of Government of
India.
Established in 1956 and headquartered in Mumbai, Life Insurance Corporation of India has 8
zonal offices, 100 divisional offices, 2,048 branch offices and a vast network of 10,02,149 agents
spread
across
the
country.
TataAIGInsuranceSolutionsTata AIG Insurance Solutions, one of the leading insurance providers in India, started its
operation on April 1, 2001. A joint venture between Tata Group (74% stake) and American
International Group, Inc. (AIG) (26% stake), Tata AIG Insurance Solutions has two different
units for life insurance and general insurance. The life insurance unit is known as Tata AIG Life
Insurance Company Limited, whereas the general insurance unit is known as Tata AIG General
Insurance Company Limited.
AVIVALifeInsuranceAVIVA Life Insurance, one of the popular insurance companies in India, is a joint venture
between the renowned business group, Dabur and the largest insurance group in the UK, Aviva
plc. AVIVA Life Insurance has an extensive network of 208 branches and about 40
Bancassurance partnerships, spread across 3,000 cities and towns across the country. There are
more than 30,000 Financial Planning Advisers (FPAs) working for AVIAV Life Insurance. It
offers various plans like Child, Retirement, Health, Savings, Protection and Rural.
Page 25
MetLifeInsuranceMetLife India Insurance Company Limited is another popular player in Indian insurance sector.
A joint venture between the Jammu and Kashmir Bank, M. Pallonji and Co. Private Limited and
other private investors and MetLife International Holdings, Inc., MetLife Insurance offers a wide
range of financial solutions to its customers including Met Suraksha, Met Suraksha TROP, Met
Mortgage Protector and Met Suraksha Plus etc. It has its branches situated over 600 locations
across
the
country.
More
than
50,000
Financial
Advisors
work
for
MetLife.
INGVysyaLifeInsuranceING Vysya Life Insurance entered into the Indian insurance industry in September 2001. A joint
venture between ING Group, Ambuja Cements, Exide Industries and Enam Group, ING Vysya
Life Insurance uses its two channels, viz. the Alternate Channel and the Tied Agency Force to
distribute its products. The first channel has branches in 234 cities across the country and has got
366 sales teams. On the other hand, the later one has more than 60,000 advisors. Currently, ING
Vysya
Life
Insurance
has
tie
ups
with
more
than
200
cooperative
banks.
BirlaSunLifeFinancialServicesBirla Sun Life Financial Services is a joint venture between Aditya Birla Group and Sun Life
Financial Inc, Canada. It has got an extensive network of more than 600 branches. More than
1,75,000 empanelled advisors work for Birla Sun Life, which currently covers over 2 million
lives.
Page 26
MAXNewYorkLifeMax New York Life Insurance Company Ltd. is one of the top insurance companies in India. A
joint venture between Max India Limited and New York Life International (a part of the Fortune
100 company - New York Life), Max New York Life Insurance Company Ltd. started its
operation in April 2001. It currently has around 715 offices located in 389 cities across the
country. It also has around 75,832 agent advisors. Max New York Life offers 39 products, which
cover
both,
life
and
health
insurance.
BajajAllianzBajaj Allianz is a joint venture between Bajaj Finserv Limited and Allianz SE, where Bajaj
Finserv Limited holds 74% of the stake, whereas Allianz SE holds the rest 26% stake. Bajaj
Allianz has been rated iAAA by ICRA for its ability to pay claims. The company also achieved a
growth of 11% with a premium income of Rs. 2866 crore as on March 31, 2009.
BhartiAXALifeInsuranceBharti AXA Life Insurance, one of the top insurance companies in India, is a joint venture
between Bharti group and world leader AXA. Bharti holds 74% stakes, whereas AXA holds the
rest of 26%. Bharti AXA has its branches located in 12 states across the country. It offers a range
of individual, group and health plans for its customers. Currently more than 8000 employees
work
for
Bharti
AXA
Life
Insurance.
Page 27
Objective
The main objective of the research is to know the customer perception toward health
insurance and there need and the see the insurance company has completed there
satisfaction level and the customer are willing to continue the policy for a long period of
time
Another objective that survey will make the fix target that all the age limit and the make
the awareness to all the age criteria that how health policy is important and in the that
which criteria of age and occupation and income are preferring more policy and from
number of policy holder how many are satisfied by the company and going to contuse the
policy after ending the current policy holding
Limitations
The study is confined to limited period.
Accuracy of the study is purely based on the Primary and secondary data.
The analysis and conclusion made by me as per my limited understanding and there may
be something variation in the actual situation.
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2% of world area
Population
Urban : Rural
28:72
65.38
Sanitation (%)
Poverty (%)
Page 34
4.2 Health sector and its financing: present scene and issues for the future:During the last 50 years India has developed a large government health infrastructure with more
than 150 medical colleges, 450 district hospitals, 3000 Community Health Centers, 20,000
Primary Health Care centers and 130,000 Sub-Health Centers. On top of this there are large
number of private and NGO health facilities and practitioners scatters though out the country.
Over the past 50 ears India has made considerable progress in improving its health status. Death
rate has reduced from 40 to 9 per thousand, infant mortality rate reduced from 161 to 71 per
thousand live births and life expectancy increased from 31 to 63 years.
However, many challenges remain and these are: life expectancy 4 years below world average,
high incidence of communicable diseases, increasing incidence of non- communicable diseases,
neglect of women's health, considerable regional variation and threat from environment
degradation. It is estimated that at any given point of time 40 to 50 million people are on
medication for major sickness in India. About 200 million workdays are lost annually due to
sickness. Survey data indicate that about 60% people use private health providers for outpatient
treatment while 60 % use government providers for in-door treatment. The average expenditure
for care is 2-5 times more in private sector than in public sector.
India spends about 6% of GDP on health expenditure. Private health care expenditure is 75% or
4.25% of GDP and most of the rest (1.75%) is government funding. At present, the insurance
coverage is negligible. Most of the public funding is for preventive, promotive and primary care
programmers while private expenditure is largely for curative care. Over the period the private
health care expenditure has grown at the rate of 12.84% per annum and for each one percent
increase in per capital income the private health care expenditure has increased by 1.47%.
Number of private doctors and private clinical facilities are also expanding exponentially. Indian
health financing scene raises number of challenges, which are: increasing health care costs, high
financial burden on poor eroding their incomes, increasing burden of new diseases and health
risks and neglect of preventive and primary care and public health functions due to underfunding
of the government health care. Given the above scenario exploring health-financing options
becomes critical. Health Insurance is considered one of the financing mechanisms to over come
some of the problems of our system.
MBA (FS) SEM IV
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4.3 Consumer and social perspective on health insurance:With the liberalization of insurance and entry of private companies in this business it is very
important that specific interventions are developed which focus on increasing the consumer
awareness about insurance products. One of the major challenges after privatization of insurance
would be how to develop such mechanisms, which help making consumers aware about the
various intricacies of insurance plans. As of now information, knowledge and awareness of
existing insurance plans is very limited. This is also shown by the study of Gumber and Kulkarni
(2000) among the members of SEWA, ESIS and mediclaim schemes. With Consumer Protection
Act coming in force it has become easy for aggrieved consumers to complain and seek redressal
for their problems. Consumer organizations such as CERC of Ahmedabad have been helping
consumers to get due justice in disputes with the insurance companies. Their experience would
be varying valuable in guiding development of health insurance plans that are transparent and
just.
Many a times the insurance claims are rejected due to some small technical reasons. This leads to
disputes. Most of the time the conditions and various points included in insurance policy
contracts is not negotiable and these are binding on consumers. There is no analysis on what is
fair practice and what is unfair practice. Given that insurance companies are large and almost
monopoly setting the consumers is treated as secondary and they do not have opportunity to
negotiate the terms and conditions of a contract. Many times insurance companies do not strictly
follow the conditions in all cases and this create confusion and disputes. (Shah M 1999)
The most important area of dispute and unfair treatment is the knowledge and implications of
pre-exiting conditions. A number of cases of litigation are disagreement on these pre-existing
conditions. These problems also arise because of lack of specification of number of areas and
properly spelling out the conditions. This is also because some chronic conditions such as high
blood pressure and diabetes can increase the risk of may other disease of organs such as heart,
kidney, vascular and eyes diseases. The patients with these pre-existing conditions are denied
claims for treatment of complications. This is not fair and leads to disputes.
Health insurance is typically annual and has to be renewed yearly. Policy, which is not renewed
in time lapses and a new policy has to be taken out. Medical conditions detected during the
MBA (FS) SEM IV
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4.4 Impact of Health insurance on structure and quality of private provision:The experiences in liberalizing the private health insurance suggest that it has undesirable effects
on the costs of health care. The costs of care generally go up. Given the present system of fee for
service and current scenario of health infrastructure in private sector, the development of
insurance will need improvements in quality and change in structure. The new investments to
improve quality will result into high cost and therefore increase in prices of insurance products.
There would be developments in the direction of exploring options of managed care, which
would help in reducing the costs. The developments would be needed in the direction of strong
information base and accreditation system for providers. The structure of the health sector will
have to change from multiple-single doctor hospitals and clinics to larger hospitals and
polyclinics, which provide services of multiple specialities and can operate at larger scale. This
will allow them to provide high quality professional care at competitive prices. As one of the
responses to these issues Third Party Administrators (TPA) are rapidly emerging in India. Here
we can learn from the models, which have emerged elsewhere. But their applicability to Indian
situation needs to be examined carefully. These aspects of the health sector will need detailed
study.
We lack adequate information base to operate insurance schemes at large scale. The insurance
mechanism prevalent in many developed countries has their history. Health reforms experiences
in many countries are replete with the suggestion that the systems cannot be replicated easily.
Self-regulation is an important in any market driven system. The regulation from outside does
not work. Implementation of regulation in this sector is difficult. We significantly lack
mechanisms and institutions, which would ensure self- regulation and continuing education of
provides and various stakeholders. The accreditation systems are hard to implement without
mechanisms to self-regulate. For example it took 35 years in US to put the accreditation system
effectively in place. For example, it has been difficult for many States in India to put nursing
homes legislation in place. Given the deterioration on standards in medical education, lack of
regulation by medical council and rising expectations of the community it is difficulty to ensure
quality standards in Indian health care system. Given this situation health insurance systems will
have to deal with this complex issue of quality of care in years to come.
MBA (FS) SEM IV
Page 38
4.5 Role of regulators:The government has established Insurance Regulatory and Development Authority (IRDA)
which is the statutory body for regulation of the whole insurance industry. They would be
granting licenses to private companies and will regulate the insurance business. As the health
insurance is in its very early phase, the role of IRDA will be very crucial. They have to ensure
that the sector develops rapidly and the benefit of the insurance goes to the consumers. But it has
to guard against the ill effects of private insurance. The main danger in the health insurance
business we see is that the private companies will cover the risk of middle class who can afford
to pay high premiums. Unregulated reimbursement of medical costs by the insurance companies
will push up the prices of private care. So large section of India's population who are not insured
will be at a relative disadvantage as they will, in future, have to pay much more for the private
care. Thus checking increase in the costs of medical care will be very important role of the
IRDA.
Secondly, IRDA will need to evolve mechanisms by which it puts some kind of statue in place
that private insurance companies do not skim the market by focusing on rich and upper- class
clients and in the process neglect a major section of India's population. They must ensure that
companies develop products for such poorer segments of the community and possibly build an
element of cross-subsidy for them. Government companies can take the lead in this matter and
catalyze new products for the poor and lower middle class as they have done in the past.
Thirdly the regulators should also encourage NGOs, Co-operatives and other collectives to inter
into the health insurance business and develop products for the poor as well as for the middle
class employed in the services sector such as education, transportation, retailing etc and the self
employed. This could be run as no-profit-no loss basis similar to the scheme pioneered by Indian
Medical Association for its members. Special licenses will have to be given to NGO for this
purpose without insisting on the minimum capital norms, which are for commercial insurance
companies.
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In rural areas, the access to services is also a problem.All these problems indicate an urgent need for
reforms in the ESIS Scheme.
CGHS covers employees and retirees of the central government and certain autonomous and semi
autonomous and semi-government organizations. It also covers Members of Parliament, Governors,
accredited journalists and members of general public in some specified areas.
Benefits under the scheme include medical care, home visits/care, free medicines and diagnostic services.
These services are provided through public facilities with some specialized treatment (with
reimbursement ceilings) being permissible at private facilities. Most of the expenditure is met by the
central government as only 12% is the share of contribution.
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Universal Health Insurance Scheme (UHIS):- For providing financial risk protection to the poor,
the government announced UHIS in 2003. Under this scheme, for a premium of Rs. 165 per year per
person, Rs.248 for a family of five and Rs.330 for a family of seven , health care for sum assured of Rs.
30000/- was provided. This scheme has been made eligible for below poverty line families only. To make
the scheme more saleable, the insurance companies provided for a floater clause that made any member
of family eligible as against mediclaim policy which is for an individual member. In spite of all these, the
scheme was not successful.
The reasons for failing to attract rural poor are many :The public sector companies who were required to implement this scheme find it to be
Potentially loss making and do not invest in propagating it. To meet the target, it is
Learnt that several field officers pay the premium under factious names. Identification of eligible families
is a difficult task Poor find it difficult to pay the entire premium at one time for future benefit, foregoing
current consumption needs. Paper work required to settle the claims is cumbersome Deficit in availability
of service providers Set back due to health insurance companies refusing to renew the previous years
policies.
In 2004, the government also provided an insurance product to the Self Help Group (SHG) for a
premium of Rs.120 and sum assured of Rs.10000/-. However, the intake is negligible. The reasons for
poor intake are similar to those cited above.
Page 42
3. Insurance offered by NGOs/Community based health insurance:Community based schemes are typically targeted at poorer population living in communities. Such
schemes are generally run by charitable trusts or non-governmental organizations (NGOs). In these
schemes the members prepay a set amount each year for specified services. The premia are usually flat
rate (not income related) and therefore not progressive. The benefits offered are mainly in terms of
preventive care, though ambulatory and inpatient care is also covered. Such schemes tend to be financed
through patient collection, government grants and donations. Increasingly in India, CBHI schemes are
negotiating with for profit insurers for the purchase of custom designed group insurance policies.
CBHI schemes suffer from poor design and management. Often there is a problem of adverse selection as
premiums are not based on assessment of individual risk status. These schemes fail to include the poorest
of the poor. They have low membership and require extensive financial support. Other issues relate to
sustainability and replication of such schemes.
Some of the popular Community Based Health Insurance schemes are: - Self-Employed
Womens Association (SEWA), Tribuvandas Foundation (TF), The Mullur Milk Co-operative,
Sewagram, Action for Community Organization, Rehabilitation and Development (ACCORD), Voluntary
Health Services (VHS) etc.
4. Employer based schemes:Employers in both public and private sector offers employer based insurance schemes through their own
employer. These facilities are by way of lump sum payments, reimbursement of employees health
expenditure for outpatient care and hospitalization, fixed medical allowance or covering them under the
group health insurance schemes.
The Railways, Defense and Security forces, Plantation sector and Mining sector run their own health
services for employees and their families.
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4.7 IMPLICATIONS OF PRIVATIZATION ON HEALTH INSURANCE:The privatization of insurance sector and constitution of IRDA envisage improving the
performance of state insurance sector in the country by increasing benefits from competition in
terms of lowered costs and increased level of consumer satisfaction. However, the implications
of the entry of private insurance companies in health sector are not very clear. There are several
contentious issues pertaining to development in this sector and these need critical examination.
Role of private insurance varies depending on the economic, social and institutional settings in a
country or a region.
Critics of private insurance argue that privatization will divert scarce resources away form the
pool, escalate health costs, allow cream skimming and adverse selection. According to this view,
private health insurance largely neglects the social aspect of health protection. In the contrast,
supporters of private health insurance claim that private insurance can bridge financing gaps by
offering consumers value for money and help them avoid waiting lines, low quality care and
under the table payments-problems often observed when households can use public health
facilities for free or participate in mandatory social insurance schemes. Both the arguments are
correct in the sense, private health insurance can be valuable tool to compliment or supplement
existing health financing options only if they are carefully managed and adapted to local needs
and preferences.
India, with relatively developed economy and a strong middle class population, offers most
promising environment for private health insurance development. Currently, private health
insurance plays only a marginal role in health care systems but it is gradually gaining
importance.
Private health insurance is certainly not the only alternative or the ultimate solution to address
alarming health care challenges in India. However, it is an option that warrants- and already
receives-growing consideration by policy makers in the country. Thus the question is not if this
tool will be used in the future but whether it will be applied to the best of its potential to serve
the needs of the countrys health care system.
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RESEARCH METHODOLOGY
Types of Research Design: -Exploratory research design
Exploratory Research: - Descriptive Data.
Primary Data: - Market survey
Secondary data: - External Secondary Data: - Private Secondary Data.
Private Secondary Data: - Internet
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Sample Size Determination:Calculation:A conducting research on investment behaviour of corporate employees . It is using Likert scale
for measuring service quality & also he allowed 0.11 errors in measurement. Confidence level
is 95%.
Page 47
Z = 1.64
Scaling Techniques: Data Analysis: Data Analysis Software: - MS Excel & SPSS.
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Page 49
Valid male
femal
e
Total
Frequenc
y
180
Valid
Cumulative
Percent
Percent
90.0
90.0
Percent
90.0
20
10.0
10.0
200
100.0
100.0
100.0
Gender
200
Frequency
150
100
50
0
male
female
Gender
Hear higher value of male is 180 and lower value of female is 20 from 200 respondence there are
less female that has health insurance
Page 50
Frequenc
y
152
39
8
Percent
76.0
19.5
4.0
Valid
Cumulative
Percent
Percent
76.0
76.0
19.5
95.5
4.0
99.5
.5
.5
200
100.0
100.0
100.0
Age
200
Frequency
150
100
50
0
less 30 years
30-40 years
40-50 years
above 50 years
Age
In age criteria there are 152 people has less than 30 years and lowest is above 50 years has 1
health insurance
Page 51
Valid single
marrie
d
Total
Frequenc
y
55
Valid
Cumulative
Percent
Percent
27.5
27.5
Percent
27.5
145
72.5
72.5
200
100.0
100.0
100.0
maritial_status
150
Frequency
100
50
0
single
married
maritial_status
In marital status there are145 married has health insurance and 55 are single they has health
insurance
Page 52
Valid joint
nuclea
r
Total
Frequenc
y
43
Percent
21.5
Valid
Cumulative
Percent
Percent
21.5
21.5
157
78.5
78.5
200
100.0
100.0
100.0
TYP_fmly
200
Frequency
150
100
50
0
joint
nuclear
TYP_fmly
There are nuclear has highest they has insurance and only 43 live in joint has lowest has health
insurance
Page 53
Education:Education
Valid
primary
matrix
higher seaconday
graduation
post graduction
vocational
Total
Frequency
2
8
4
101
80
5
200
Percent
1.0
4.0
2.0
50.5
40.0
2.5
100.0
Valid Percent
1.0
4.0
2.0
50.5
40.0
2.5
100.0
Cumulative
Percent
1.0
5.0
7.0
57.5
97.5
100.0
Education
120
100
Frequency
80
60
40
20
0
primary
matrix
higher
seaconday
graduation
post graduction
vocational
Education
The highest value of insurer are graduated and the lowest value primary education they has
health insurance
Page 54
Valid
employed
self employed
house wife
unemployed
professional
family owned business
Total
Frequency
47
37
8
5
25
78
200
Percent
23.5
18.5
4.0
2.5
12.5
39.0
100.0
Valid Percent
23.5
18.5
4.0
2.5
12.5
39.0
100.0
Cumulative
Percent
23.5
42.0
46.0
48.5
61.0
100.0
Occupation
80
Frequency
60
40
20
0
employed
self employed
house wife
unemployed
professional
family owned
business
Occupation
The highest value in occupation 78 family business they has health insurance and the lowest
value has 5 unemployed has has less frequency
Page 55
Valid
Frequency
24
17
18
46
95
200
Percent
12.0
8.5
9.0
23.0
47.5
100.0
Valid Percent
12.0
8.5
9.0
23.0
47.5
100.0
Cumulative
Percent
12.0
20.5
29.5
52.5
100.0
income
100
80
Frequency
60
40
20
0
less the 50000
50000-100000
100000-150000
150000-200000
above 200000
income
The hugest value in 95 income that has above 200000 income has preferring more health
insurance and the lowest value 17 there income come between 500000-100000 preferring less
health insurance
Page 56
Valid
public company
private company
any other
Total
Frequency
42
157
1
200
Percent
21.0
78.5
.5
100.0
Valid Percent
21.0
78.5
.5
100.0
Cumulative
Percent
21.0
99.5
100.0
Who_insurer
200
Frequency
150
100
50
0
public company
private company
any other
Who_insurer
The high value 157 has there health insurance in private company and 42 lowest value has health
insurance in public company
Page 57
Frequenc
y
Valid individual health
insurance
group health
insurance
family floater
health insurance
other
Total
Percent
Valid
Percent
Cumulative
Percent
132
66.0
66.0
66.0
32
16.0
16.0
82.0
35
17.5
17.5
99.5
1
200
.5
100.0
.5
100.0
100.0
Type
125
Frequency
100
75
50
25
0
individual health
insurance
other
Type
The highest value 132 has taken individual health insurance and the lowest value 1 prefer in
other
Page 58
Valid
Frequency
13
7
48
4
Percent
6.5
3.5
24.0
2.0
Valid Percent
6.5
3.5
24.0
2.0
Cumulative
Percent
6.5
10.0
34.0
36.0
42
21.0
21.0
57.0
86
43.0
43.0
100.0
200
100.0
100.0
Reasons
100
Frequency
80
60
40
20
0
tax planning
measure
travelling abroad
employers
contribution
existing illness
avail good
quality medical
treatement
risk coverage
against future
illness
Reasons
The highest value of 88 prefer health insurance for risk covering against future illness and the
lowest 4 existing illness has taken health insurance
Page 59
Frequenc
y
126
39
30
4
Valid
Cumulative
Percent
Percent
63.0
63.0
19.5
82.5
15.0
97.5
2.0
99.5
Percent
63.0
19.5
15.0
2.0
.5
.5
200
100.0
100.0
100.0
Persuades_purchse
125
Frequency
100
75
50
25
0
insurance officials
relative
friend
advertisment
income tax
advocate
Persuades_purchse
The highest value 126 has insurance official has health insurance and the lowest value of 1 that
take insurance for income tax advocate
Page 60
Frequency
Valid
insurance agent
seeked you out
you seeked out
insurance agent
Total
Percent
Valid Percent
Cumulative
Percent
144
72.0
72.0
72.0
56
28.0
28.0
100.0
200
100.0
100.0
Apprch_hlth_insu_covg
150
Frequency
100
50
0
insurance agent seeked you out
Apprch_hlth_insu_covg
The highest value 144 has insurance agent seeked then out asnd the 56 lowest value you seeked
out insurance agent
MBA (FS) SEM IV
Page 61
Valid
yes
no
indifferent
Total
Frequency
105
67
28
200
Percent
52.5
33.5
14.0
100.0
Valid Percent
52.5
33.5
14.0
100.0
Cumulative
Percent
52.5
86.0
100.0
service_delver
120
100
Frequency
80
60
40
20
0
yes
no
indifferent
service_delver
The highest value 105 has think that service has delivered and lowest 28 has given indifferent
about the health insurance delivered
Page 62
Valid
100%
50%
25%
0%
Total
Frequency
95
48
43
14
200
Percent
47.5
24.0
21.5
7.0
100.0
Valid Percent
47.5
24.0
21.5
7.0
100.0
Cumulative
Percent
47.5
71.5
93.0
100.0
Renew_police
100
80
Frequency
60
40
20
0
100%
50%
25%
0%
Renew_police
The higest value has of renew 95 respondence will 100% they will renew policy and lowest
value of 14 they will not going to renew the policy
Page 63
Valid
Frequency
78
122
200
yes
no
Total
Percent
39.0
61.0
100.0
Valid Percent
39.0
61.0
100.0
Cumulative
Percent
39.0
100.0
Pay_more
120
100
Frequency
80
60
40
20
0
yes
no
Pay_more
The highest value 122 has answer no for additional pay in health insurance and 78 has response
yes pay more for health insurance policy
Page 64
Valid
Frequency
113
87
200
yes
no
Total
Percent
56.5
43.5
100.0
Valid Percent
56.5
43.5
100.0
Cumulative
Percent
56.5
100.0
promotion_sufficient
120
100
Frequency
80
60
40
20
0
yes
no
promotion_sufficient
The highest value of 113 response yes and lowest value 87 select no for promotional efforts
being taken by insurance company
Page 65
Valid
Frequency
110
80
10
200
strong agree
agree
indifferent
Total
Percent
55.0
40.0
5.0
100.0
Valid Percent
55.0
40.0
5.0
100.0
Cumulative
Percent
55.0
95.0
100.0
Name_reputation
120
100
Frequency
80
60
40
20
0
strong agree
agree
indifferent
Name_reputation
The highest value 110 has strongly agree will the statement and the lowest values selected
indifferent is 10.
Page 66
Valid
strongly agree
agree
indifferent
Total
Frequency
131
63
6
200
Percent
65.5
31.5
3.0
100.0
Valid Percent
65.5
31.5
3.0
100.0
Cumulative
Percent
65.5
97.0
100.0
customer_satisfaction
125
Frequency
100
75
50
25
0
strongly agree
agree
indifferent
customer_satisfaction
The highest value 131 are strongly agree with the statement and 6 are selected indifferent
Page 67
Valid
strongly agree
agree
indifferent
Total
Frequency
47
82
71
200
Percent
23.5
41.0
35.5
100.0
Valid Percent
23.5
41.0
35.5
100.0
Cumulative
Percent
23.5
64.5
100.0
co_payment
100
80
Frequency
60
40
20
0
strongly agree
agree
indifferent
co_payment
The highest value has 82 are agree with the statement and the71
indifferent
Page 68
Valid
strongly agree
agree
indiffernt
Total
Frequency
50
125
25
200
Percent
25.0
62.5
12.5
100.0
Valid Percent
25.0
62.5
12.5
100.0
Cumulative
Percent
25.0
87.5
100.0
flexibility
120
100
Frequency
80
60
40
20
0
strongly agree
agree
indiffernt
flexibility
The highest value 125 has agree with the statement and lowest value 25 has selected indifferent
Page 69
Valid
strongly agree
agree
indifferent
Total
Frequency
92
45
63
200
Percent
46.0
22.5
31.5
100.0
Valid Percent
46.0
22.5
31.5
100.0
Cumulative
Percent
46.0
68.5
100.0
linked_hospital
100
80
Frequency
60
40
20
0
strongly agree
agree
indifferent
linked_hospital
The highest value 92 has are strongly agree with the statement and lowest value 45 are agree
with the statement
Page 70
Valid
strongly agree
agree
Total
Frequency
154
46
200
Percent
77.0
23.0
100.0
Valid Percent
77.0
23.0
100.0
Cumulative
Percent
77.0
100.0
easy_services
200
Frequency
150
100
50
0
strongly agree
agree
easy_services
The highest value 154 are strongly agree with the statement and lowest are 46 are agree with the
statement
MBA (FS) SEM IV
Page 71
ANOVA Test
1. Age group, Occupation, Income & Customer Satisfaction toward Health
Insurance Policy.
Sum
of
Squares
Age
Occupation
income
Mean
df
Square
Sig.
.074
.231
.794
Within Groups
63.032
197
.320
Total
63.180
199
.137
.872
3.397
.035
.936
Within Groups
1348.747
197
6.846
Total
1350.620
199
6.547
Within Groups
379.700
197
1.927
Total
392.795
199
Page 72
Interpretation:H0 : There is no impact of various age group in Customer satisfaction towards Health
Insurance Policy.
H1 : There is impact of various age group in Customer satisfaction towards Health
Insurance Policy.
P value of Age is 0.794 is greater than 0.05 So I accept Null Hypothesis and reject Alternative
Hypothesis.
So there is no impact of various group of Age on Customer Satisfaction towards Health
Insurance Policy.
H0 : There is no impact of various Occupation group on Customer Satisfaction Health
Insurance Policy.
H1 : There is impact of various Occupation group on Customer Satisfaction towards
Health Insurance Policy.
P value of occupation is 0.872 is greater than 0.05 So I accept Null Hypothesis and reject
Alternative Hypothesis.
So there is no impact of various group of Occupation on Customer Satisfaction towards Health
Insurance Policy.
H0 : There is no impact of various Income group on Customer Satisfaction towards Health
Insurance Policy.
H1 : There is impact of various Income group on Customer Satisfaction towards Health
Insurance Policy.
P value of income is 0.035 is lesser than 0.05 So I reject Null Hypothesis and accept Alternative
Hypothesis.
So there is impact of various group of Income on Customer Satisfaction towards Health
Insurance Policy.
Page 73
2. Age group, Occupation, Income & Flexibility toward Health Insurance Policy.
Sum
Age
Occupation
income
of
Mean
Squares
df
Square
Sig.
Between Groups
.828
.414
1.308
.273
Within Groups
62.352
197
.317
Total
63.180
199
Between Groups
112.108
56.054
8.916
.000
Within Groups
1238.512
197
6.287
Total
1350.620
199
Between Groups
2.283
1.142
.576
.563
Within Groups
390.512
197
1.982
Total
392.795
199
Page 74
Interpretation:H0 : There is no impact of various age group in satisfaction towards health insurance.
H1 : There is impact of various age group in satisfaction towards health insurance.
P value of Age is 0.273 is lesser than 0.05 So I reject Null Hypothesis and accept Alternative
Hypothesis.
So there is impact of various group of Age on Overall Satisfaction towards health insurance.
Alternative Hypothesis.
So there is impact of various group of Occupation on flexibility towards health insurance.
P value of income is 0.563 is greater than 0.05 So I accept Null Hypothesis and reject Alternative
Hypothesis.
So there is no impact of various group of Income on flexibility towards health insurance.
Page 75
3. Age group, Occupation, Income & co-payment toward Health Insurance Policy.
Sum of
Squares
Age
Between
Groups
Within Groups
Total
Occupatio
n
Between
Groups
Within Groups
Total
income
Between
Groups
Within Groups
Total
Mean
Square
df
.070
.035
63.110
197
.320
63.180
199
39.436
19.718
1311.184
197
6.656
1350.620
199
23.079
11.539
369.716
197
1.877
392.795
199
Sig.
.109
.897
2.963
.054
6.149
.003
Page 76
P value of occupation is 0.054 is greater than 0.05 So I accept Null Hypothesis and reject
Alternative Hypothesis.
So there is no impact of various group of Occupation on co-payment towards health insurance
P value of income is 0.003 is lesser than 0.05 So I reject Null Hypothesis and accept Alternative
Hypothesis.
So there is impact of various group of Income on co-payment towards health insurance.
Page 77
Page 78
FINDING
1.In research project we find that male has higher adopting insurance policy and female
Are has less number that has health insurance policy only 20 respondence are female and
male are180 in 200 respondence and single are more and they has insurance policy
2. In research the age of 30 and less then 30 has are 157 respondence and above 50 year
of age they has less number of insurer they has health insurance
In research we found that employed and self employed respondence are less they the
family business respondents are has health insurance and the respondence they are
selecting more private then public company as preference are given more to the private .
In research we see that more ever the policy holder are take there on policy either
selective the family police or then group policy.
In research we found the company are has delivery 105 are positive in 200 sample that
are satisfied with the health insurance and from that 95 respondences will renew the
policy again
Customer perception the health insurance policy to purchase from good reputation of
company and flexibility and strongly satisfaction and linked hospital required and they
select that kind of company that they provide the service.
Page 79
Page 80
CONCLUSION
Here in health insurance more ever the single are selecting the less health insurance and the
to approach single are more important and the importance of health insurance has to give the
knowledge and the research says that female are has less preferring health insurance they are
also equal that they must take health insurance and they age are not more important in the
health insurance policy that they all age criteria are importance they can take the insurance
policy and they select of the policy we see in research that the adopting of individual policy
scheme are selecting more they must select they policy with the family they will cover the
hole family and they are also all are equal important and they renew of the policy are also
important that In future that will help to cover and they can live risk free life that some of
amount will be collected from the insurance company and the at will make the help in the
hand in all the time and the some of hug amount will pay by the company in less payment in
the year as instalment
Customer is selecting the high reputation company they must provide the flexibility to the
customer and that will make customer attraction and satisfaction power will increase.
Page 81
Page 82
Bibliography
www.wikipedia.com
www.eurojournal.com
www.isec.ac.in
www.theglobaljournal.com
Page 83