A

SUMMER INTERNSHIP PROJECT REPORT

ON

“CUSTOMER SATISFACTION LEVEL OF WNS (AVIVA)

INSURANCE ON MOTOR INSURANCE POLICY”

AT
WNS GLOBAL SERVICES

SUBMITTED BY

NAMAN PRAKASH TAMBOLI

To

SAVITRIBAI PHULE PUNE UNIVERSITY, PUNE

IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE

AWARD OF THE DEGREE OF

MASTER OF BUSINESS ADMINISTRATION

THROUGH

MBA DEPARTMENT
MATRIX SCHOOL OF MANAGEMENT STUDIES,
PUNE- 41
 (2022-24)

ACKNOWLEDGEMENT

I am highly indebted to Matrix School of Management Studies for giving me the

required support in completing my project.

I would like to thank my external Guide DIKSHA RAJPAL for giving me this
opportunity to do my internship project in their esteemed organization. It has
contributed immensely to my learning.

I express my profound gratitude towards our Director, Prof. (Dr) Satish S. Ubale for
giving me valuable guidance, suggestions and advice without which this project could
not have been completed.

I would also like to thank my internal Guide YOGESH JADHAV for giving me the
necessary insight into my study.

NAMAN PRAKASH TAMBOLI

 DECLARATION

I, the undersigned hereby declare that this report entitled “CUSTOMER

SATISFACTION LEVEL OF WNS (AVIVA) INSURANCE ON

MOTOR INSURANCE POLICY” is genuine & bonafide work prepared by me
under the guidance of GUIDE NAME & is my original work.

The empirical findings in the report are based on the data collected by me. The
matter presented in this project is not copied from anywhere the university authorities
deem to be fit. This work has not been submitted for the award of any diploma or degree
or any other University.

This work is humbly submitted to Savitribai Phule Pune University for the award
of the Master of Business Administration.

Place:

Date: NAMAN PRAKASH TAMBOLI

 The Matrix Educational Foundation’s
Matrix School of Management Studies
S. No. 9/1/5 & 9/2/4, Off Westerly Bypass Road,
Ambegaon (Bk.), Pune 411041. Tel.: 020-264703332/24356637

Certificate

This is to certify that the project Report entitled ““CUSTOMER

SATISFACTION LEVEL OF WNS (AVIVA) INSURANCE ON

MOTOR INSURANCE POLICY”” is a bonfide work carried out by NAMAN
PRAKASH TAMBOLI a student of Matrix School of Management Studies Pune,
which is being submitted to the Savitribai Phule Pune University, Pune in partial
fulfillment of requirements for the award of degree of MASTER OF BUSINESS
ADMINISTRATION under my supervision and guidance.

To the best of my knowledge and belief the work embodied in this project report has not
been submitted earlier for the award of any degree or similar title of this or any other
University or examining body.

Signature of Director Signature of Guide

Prof. (Dr.) Satish Ubale YOGESH JADHAV

Date: / / 2023
 COMPANY GUIDE FEEDBACK LETTER (ON LETTERHEAD)

Name of the Firm/ Company:

Address of the Company:

Contact details:

Name and designation of the Company Guide:

5- Excellent, 4- Very Good, 3- Good, 2-Satisfactory, 1- Average

Rate the student of our institute working

in your organization
Sr. Particular 5 4 3 2 1
No.
1 Obedience and relationship with seniors
2 Leadership, team spirit and initiative
3 Relationship with the Peer/Subordinate
4 Willingness to learn new techniques, adopt
new ideas etc.
5 Ability to use workplace equipment
6 Ability to solve workplace problems
7 Innovativeness, creativity
8 Respect for values in life
9 Learning outcomes of the SIP
10 Utility of the SIP to the Organization

11. Suggestions if any:

(Seal, Signature & Date of Authorized Signatory)

 INDEX

Chapter Particula Page No

No r
Acknowledgement
Declaration
Certificate From The College
Certificate From The Organization
Company Guide Feedback Letter
Executive Summary
1 Introduction
2 Company Profile
3 Outline of the problem/task undertaken
4 Research Methodology
5 Literature Review
6 Data Analysis and Interpretation
7 Findings and Suggestions
8 Conclusion
9 Learning from SIP
10 Contribution to the host organization
11 Bibliography/ References
12 Annexure
 EXECUTIVE SUMMARY

The "Customer Satisfaction Level of WNS (Aviva) Insurance on Motor

Insurance Policy" project aims to assess and understand the overall
satisfaction of customers who have purchased motor insurance policies
from WNS (Aviva). This executive summary provides an overview of
the key findings and insights gathered from the comprehensive research
conducted as part of this project.

Methodology:
The research was conducted through a combination of surveys, customer
interviews, and data analysis. A sample of WNS (Aviva) motor
insurance policyholders was selected randomly to ensure
representativeness. The data collection process spanned a six-month
period, and the responses were analyzed quantitatively and qualitatively.

Key Findings:

Overall Customer Satisfaction:

The majority of customers expressed a moderate to high level of

satisfaction with their WNS (Aviva) motor insurance policies.
Customer satisfaction was influenced by factors such as policy pricing,
coverage options, and the ease of claims processing.
Policy Pricing:

Competitive pricing was a critical driver of customer satisfaction.

Some customers felt that the premiums could be more competitive,
especially for long-term policyholders.
Coverage Options:
Customers appreciated the variety of coverage options provided by
WNS(Aviva).
There were suggestions to expand coverage options further to cater to
specific needs.
Claims Processing:

Most customers reported a smooth and efficient claims process.

A few customers encountered delays or difficulties during the claims
process, which impacted their satisfaction negatively.
Customer Service:

Timely and helpful customer service was highly valued by

policyholders.
There were instances where customers felt that communication from the
company could be more proactive.
Digital Experience:

Customers appreciated the convenience of online policy management

andclaims processing.
Continuous improvement in the user-friendliness of the digital platform
was suggested.
Loyalty and Referral:

A significant portion of customers expressed their willingness to renew

their policies with WNS (Aviva).
Many customers indicated a willingness to refer friends and family to the
company.
Areas for Improvement:

Enhancing pricing competitiveness, especially for long-term customers.

Streamlining claims processing further to minimize any delays or issues.
Proactively communicating with customers about policy updates and
changes.
Continuous improvement in the digital platform’s user experience.
 CHAPTER 1

INTRODUCTION

Motor insurance is a unique insurance policy meant for vehicle owners

to protect them from incurring any financial losses that may arise due to
damage or theft of the vehicle. Whether you have a private car, a
commercial vehicle, or a two-wheeler, you can purchase a motor
insurance policy. Insurance is a means of protection from financial loss.
It is a form of risk management, primarily used to hedge against the risk
of a contingent or uncertain loss. Vehicle insurance protects the
policyholder against financial loss in the event of an incident involving a
vehicle they own, such as in a traffic collision.

Objectives:-
1. To a certain the awareness of the policy holder on various aspects
of Motor vehicle insurance.
2. To know how well the Aviva are providing services.

Coverage typically includes:

Property coverage, for damage to or theft of the car
Liability coverage, for the legal responsibility to others for bodily injury
or property damage medical coverage, for the cost of treating injuries,
rehabilitation and sometimes lost wages and funeral expenses.

Vehicle insurance may additionally offer financial protection against

theft of the vehicle, and against damage to the vehicle sustained from
events other than traffic collisions, such as keying,

weather or natural disasters, and damage sustained by colliding with

stationary objects. The specific terms of vehicle insurance vary with
legalregulations in each region.
 CHAPTER 2

COMPANY PROFILE

Company Analysis

WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process

Management (BPM) company. They combine their deep industry
knowledge with technology and analytics expertise to co- create
innovative, digital-led transformational solutions with clients across 10
industries. We enable businesses in Travel, Insurance, Banking and
Financial Services, Manufacturing, Retail and Consumer Packaged
Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine
their digital future and transform their outcomes with operational
excellence.

Company Highlights

Company Name : WNS global servicesHeadquarters :

Mumbai India
Industry : Business Process Management
Founder : Neeraj Bhargava
Founded 1996
Type : Public
Area Serve : Worldwide
Website : www.wns.com
 CHAPTER 3
OUTLINE OF THE PROBLEM/TASK UNDERTAKEN

A. Data Collection:
1. Surveys and questionnaires to gather customer feedback
2. Analysis of customer complaints and grievances
3. Competitor benchmarking and comparison.
B. Data Analysis:
1. Quantitative analysis of survey data
2. Qualitative analysis of customer comments and feedback
C. Research Tools and Software:
1. Statistical analysis software Previous studies on customer
satisfaction in the insurance sector
D. Data Analysis and Findings:
1. Presentation of survey results
2. Overall customer satisfaction ratings
3. Analysis of customer feedback and comments
E. Identification of key factors affecting customer satisfaction:
1. Policy clarity and transparency
2. Claims settlement process.
3. Customer service and responsiveness
 CHAPTER 4
RESEARCH METHODOLOGY

1. Population: The study covers all those salaries of individuals who

have taken Mutual Fund

2. Sample:
● Sampling Method: simple random sampling.
● Sampling Elements: The sampling elements for this study are
individuals in the Pune City.

3. Sample Size: 110 surveys through personal interview.

4. Data Collection Tools:

● Probability sampling: - Probability sampling is a sampling

method that involves randomly selecting a sample, or a part ofthe
population that you want to research. It is also sometimes called random
sampling.

● Primary Data: - A primary data is a data which is collected for

gathering information to analyze the problem. In this study the primary
data was collected among the motor insurance through thehelp of a
questionnaire.

● Secondary Data: - Secondary data consist of information that

already exists somewhere having been collected for some otherpurpose.
In this study secondary data was collected from websites, journalism, and
articles etc.

5. Method of Analysis:

● Appropriate and effective statistical tools covering the study have

been used. Questionnaire has been framed Graphs, Pie-charts, diagram,
Percentages etc. have all been used to analyze the data collected.
 CHAPTER 5

LITERATURE REVIEW

R. Norgaard and G. Schick (1970), in their study entitled ‘‘Profitability

inProperty and Liability Insurance Industry”,
determined how profitable property and liability insurance companies
had been during the period 195367. The technique usedis based on a risk
return trend analysis. For this purpose, four random samples and one
selected sample of insurance companies are compared with 622 major
industrial corporations. It was found that insurance companies earned
profits at par with those earned bythe major industrial corporations.
Among insurance companies, automobile underwriters performed
considerably better than multiple line of fire and allied line underwriters.
The data indicatedthat within the insurance industry, there is an
economy of scale in degree of specialization and size. M. A. Weiss
(1991), in his study entitled “Efficiency in the Property Liability
Insurance Industry”, examined the cost impact resulting from property
liability insurance efficiency. The chief objective of this research was to
measure the economic efficiency of P/L insurers. The study consists of
100 largest P/L insurers and the period covered is from 1980 to 1984.
The output was incurred losses and inputs were labor expenses,
intermediate expenses and capital. A generalized Leontief profit function
which allows for allocative and scale efficiency was estimated. The
results indicate that excessive costs of $121.8 to $ 318 million occurred
on the average. This cost represents 12.6 to 33per cent of average net
premiums and is roughly comparable to the increase in premium rates in
sensitive liability lines (e.g. auto insurance). The study indicated that the
excessive costs from non optimal use of resourcesare estimated by this
type of inefficiency.

Narasima Murthy, G. (1996), in his study entitled “Customer Services in

Life Insurance Company A Case Study”, attempted to examine and
evaluate the customer service provided by company at Hanamkonda
branch in Andhra Pradesh. For this purpose, opinion of the policyholders
were grouped as professional and managerial group, regular income
group, self employed group and agricultural group. A sample of100
customers on random basis was selected and the data were collected,
using structured questionnaire. The findings of the study was that
majority
of the policyholders are satisfied with premium rates fixed by Life
Insurance Company and remaining felt that rates should be reviewed in
view of declining mortality rate.
 CHAPTER 6

DATA ANALYSIS AND INTERPRETATION

Third party liability coverage in your motor vehicle Percentag

insurance policy e
To cover damage to your vehicle caused by a collision 44%
To cover damages, you may cause to other people's 38%
property or injuries to others inan accident
To provide medical coverage for you and your 12%
passengers
To protect your vehicle from theft 6%

Interpretation: -

Out of all respondents the above pie chart shows that how long they
have been policyholder with WNS (Aviva) for motor vehicle
insurance 44% are less than 1 year, 38% are 1-3 years,
12% are more than 7 years and 6% are 4-6 years.
 Type of coverage we have in our motor Percentage
vehicleinsurance policy
Comprehensive insurancepolicy 26%
Injury insurance policy 24%
Third party liability insurance policy 24%
Other insurance policy 10%
Collision coverage insurance policy 8%
Roadside assistance insurance policy 4%
Rental reimbursement insurance policy 2%

Interpretation: -

The given pie chart shows that the type of coverage do they have in
your motor vehicle insurance policy, 24% are having personal injury
insurance policy, 26% are having comprehensive insurance policy, 24%
are having third party liability insurance policy, 8% are having
collision coverage insurance policy, 4% are having roadside assistance
insurance policy, 2% are having rental reimbursement insurance policy
and 10% are not having any insurance policy.
 The count of current policy deductible knows customers

Yes No

64% 36%

Interpretation:- The given pie chart shows that the count of current policy
deductible, 36% people don’t know about it and 64% people know about it.
 Third party liability coverage in your Percentage
motor vehicleinsurance policy
To cover damage to your vehicle caused by a 32%
collision
To cover damages, you may cause to other 32%
people'sproperty or injuries to others
inan accident
To provide medical coverage for you and your 22%
passengers
To protect your vehicle from theft 16%

Interpretation :- The given pie chart shows that the purpose of third party liability
coverage in your motor vehicle insurance policy 32% is to cover damage to your
vehicle caused by a collision, 30% To cover damages you may cause to other
people's property or injuries to others in an accident, 22% To provide medical
coverage for you and your passengers and 16% To protect your vehicle from theft.
 Comprehensive coverage typically covers in an Percentag
insurance policy e
Medical expenses for injuries in an accident 32%
Damage to your vehicle from non- collision events 32%

Damage to your vehicle from non- collision events 32%

Damage to another person's vehicle in an accident 4%

Interpretation: - The given pie chart shows that the comprehensive coverage
typically covers in an insurance policy 32% is for medical expenses for injuries in an
accident, 32% is for Damage to your vehicle in a collision, 32% is for Damage to your
vehicle from non- collision events and 4 is for Damage to another person's vehicle in
an accident.
 Issues or challenges when interacting with Percentage
ourcustomer service
for long wait times 30%
difficulty in reaching a representative 26%
lack of knowledge or assistance 20%
other 16%
billing of payment issue 8%

Interpretation: -

Out of all respondents the above pie chart shows that issues or
challenges when interacting with Aviva’s customer service 30% are for
long wait times, 26% for difficulty in reaching a representative, 20%
for lack of knowledge or assistance, 16% for other and 8% for billing of
payment issue.
 We provide with clear and understandable information about our
insurance policy when you singed up

Yes No

78% 22%

Interpretation: - The given pie chart shows that the count of where
they provide with clear and understandable information about your
insurance policy when you singed up, 22% people not signed and 78%
people signed.
 Star Rating 1-5 customer service experience with Aviva

1-1.64 18%
1.64-2.29 20%
2.93-3.57 28%
3.57-4.21 18%
4.86-5 16%

Interpretation: - Out of all respondents the above graph shows that rate
of customer service experience with Aviva 9 are rate in between 1-1.64,
10 are rate in between 1.64-2.29, 14 are rate in between 2.93-3.57, 9 are
rate in between 3.57-
4.21 and 8 are rate in 4.86-5.50.
 Star Rating 1-5 Transparency in terms of policy terms,
conditions and coverage details

1-1.64 10%
1.64-2.29 22%
2.93-3.57 26%
3.57-4.21 18%
4.86-5 24%

Interpretation: - Out of all respondents the above graph shows that rate
of Aviva’s transparency in terms of policy terms and conditions, and
coverage details, 5 are rate in between1-1.64, 11 are rate in between
1.64-2.29, 13 are rate in between 2.93-3.57, 9 are rate in between 3.57-
4.21and 12are rate in 4.86-5.50.
 Customer considering using in future

Yes No

76% 24%

Interpretation:- The given pie chart shows that the count customer considering
using in the future, 24% customer not considered and 76%customer considered.
 How long been with our company Customer
Less than 1 year 38%
1-3 years 38%
4-6 years 12%
More than 6 years 12%

Interpretation: -

Out of all respondents the above pie chart shows that how long
customer have been with our company 38% are less than 1 year, 38%
are 1-3 years, 12% are more than 7 years and 12% are 4-6 years.
Star Rating 1-5 Customers recommend to others

1-1.64 12%
1.64-2.29 18%
2.93-3.57 24%
3.57-4.21 26%
4.86-5 20%

Interpretation: - Out of all respondents the above graph shows that how
they likely recommend our company to others 6 are rate in between 1-
1.64, 9 are rate in between 1.64-2.29, 12 are rate in between 2.93-3.57,
13 are rate in
between 3.57-4.21 and 10 are rate in 4.86-5.50.
 Star Rating 1-5 customer service experience with Aviva

1-1.64 21.42%
1.64-2.29 17.85%
2.93-3.57 26.78%
3.57-4.21 17.85%
4.86-5 16.07%

Interpretation: - Out of all respondents the above graph shows that how
they likely recommend our company to others 12 are rate in between 1-
1.64, 10 are rate in between 1.64-2.29, 15 are rate in between 2.93-3.57,
10 are rate in between 3.57-4.21 and 9 are rate in 4.86-5.50.
 CHAPTER 7

FINDINGS & SUGGESTIONS

According to the objective “Customer satisfaction survey of WNS Aviva

insurance on motor insurance”
• The study revealed that many of the respondents are aware of the
insurance policy.
• 88.9% of people have taken insurance policy.
• 64% of customer know about the count of current policy
deductible.
• 76% of customer considered to use the policy in future.
• 78% of customer signed up for the clear and understandable information
aboutinsurance policy.
• Out of 15 10 customers suggested to other people to take the Aviva
insurance policy.
• Out of 57 customer 15% customer rate 5 star to recommend our
company to others.
• Out of 57 customer response 46 customer given the 5-star rating for the
responsiveness of our customer service addressing.
• 80% customer are satisfied with our company.
• 70%satisfied with the clarity and frequency of communication receive
from our company regarding updates, promotions, or changes to our
products/services.
 SUGGESTIONS:-
• Aviva company insurers compete by high prices, but they lack resources
like cranes. They are better at customer service also. Therefore, they
should improve their capacity to keep their customers satisfied.

• Since Aviva insurers had better capacity, many customers want to join
them. But their price is kept high. Therefore, public insurers should
revise their old rate chart and change their focus accordingly.

• The today’s clients have choices to go to other companies to get better

service than simply waiting for you till you fix your final premium by
going up in the organizational hierarchy. So, in this regard the public
Insurance Company must delegate authority down to the branch level.

• Insurers in the private sector must allocate enough money to buy motor
Cranes as the problem is very much cited and commented by customers
in creating delay on post risk action. Insurers should swap information
with each other by working as collaborators instead of being enemies, as
information is reciprocal for mutual use, and they should play an active
role in loss prevention efforts.

• The best source for profit is giving good customer service. It can
therefore be said that good profit is a by-product of good customer
service. Profit almost automatically appears wherever there is a good
customer service. Customers follow customers through word-of-mouth
transmission advertisement. Therefore, insurers rather than competing
only by cutting price, they must use customer satisfactions as a
competition variable.
 CHAPTER 8

CONCLUSION

Big premium gap among insurers is a result of problem incorrectly

ratings risk. Rating is the setting up of a premium to a given risk
after the underwriter has decided to accept the risk. Incorrect rating may
lead the insurance company to disaster while a good rating to success.
“Good Rating” however does not necessarily mean high premium
charge but rather to devise preventive system to minimize the cost and
expenses to charge a reasonable premium. The government and the
public sectors business are dominating in the public insurance. It is very
clear from the existing national policy that these public enterprises are
to be privatized and the government institutions will seek for better
service. Competition should be based and should revolve around good
services and not around premium rates. “Service” in insurances
essentially measured in claim payment. It should be settled promptly
or declined soonest possible by giving adequate explanation for the
declinature. There is no third alternative in insurance business. What
the insured public demands is just quick payment with what is payable
without dragging on the matter for months and months. The literature
in this regard rather advises to give discounts to older vehicles for the
following main justifiablereasons:
• It assists with renewal retention.
• The older the vehicle the slower the speed and the less the impact on
accidents
• Older vehicles carry lower values, and the amount payable is thus
smaller. At most they should be charged a reasonable premium, but
loading is not understandable.
• Older vehicles are never sent to dealers’ workshops for repair, and they
thus cost less. Their damaged parts are rarely replaced but rather
repaired and painted even at the expense of creating a patchy look on the
vehicle.

As the responses from customers tell, there is high workload on motor

operators as most of the insurers are doing things manually, the
traditional way. Exploitation of ICT to the fullest extent possible can
lead to the creation of competitive advantage principally in the area of
customer service. It is very clear that the Ethiopia insurers are not
adequately employing the benefit of ICT and now it is high time to start
using this benefit, as competition is very high in motor insurance in
particular.
The Authority acts as the regulator of the insurance industry in India and
oversees the functioning of the Life Insurance and General Insurance
companies operating in the country. The main objective of the IRDA is
to protect the interests of the policyholder and regulate the insurance
industry. To know the various functions and the role of IRDA in the
Indian insurance sector, read on to learn about the apex body of
insurance providers in India.

The main objective of the Insurance Regulatory and Development

Authority of India is to enforce the provisions under the Insurance
Act.The mission statement of the IRDA is:

• To protect the interest and fair treatment of the policyholder.

• To regulate the insurance industry in fairness and ensure the
financialsoundness of the industry.
• To regularly frame regulations to ensure the industry operates without
anyambiguity.
 CHAPTER 9

LEARNING FROM SIP

This analysis includes a variety of benefits that can have a significant

impact on the organization's performance, decisions andoverall success.
One of the most important contributions is that the ability to make
informed decisions. Data-driven analytics can provides a valuable
insights to decision makers. By presenting clear, evidence-based results,
analytics can help leaders to choose strategies, allocate resources, and
set priorities with more confidence.
Strategic planning is another area where analytics can make a significant
contribution. Insights gained from analytics that helps in understanding
the market trends, customer preferences or competitive advantages that
influence the development of strategic goals and objectives. This
alignment between analysis and strategy is necessary to achieve the
organization's vision.
This analysis helps in the understanding the financial condition and
status of an organization. For example, a cost-benefit analysis can show
the financial benefits of a specific investment or project. By calculating
the potential return on investment (ROI), this analysis can influence the
financial decisions, leading to increased revenue and cost savings.
Effective resources allocation is an essential factor for the business
success. Analysis helps resources allocation and ensures that resources
are allocated to projects and initiatives that have the high potential to
achieve positive results. This efficient allocation
maximizes the organization's ability to achieve its goals within budget
constraints.
This analysis contributes to the long-term sustainability of the
organization by identifying growth opportunities and areas of risk. By
considering these factors, organizations can adapt to changing
conditions and maintain their viability over time.
Successful application of analytics will improve an organization's
reputation. This highlights the importance of data-driven decision
making to achieve organizational goals and maintain competitive
advantage in today's dynamic business environment.
 CHAPTER 10

CONTRIBUTION TO THE HOST ORGANISATION

This analysis includes a variety of benefits that can have a significant

impact on the organization's performance, decisions andoverall success.
One of the most important contributions is that the ability to make
informed decisions. Data-driven analytics can provides a valuable
insights to decision makers. By presenting clear, evidence-based results,
analytics can help leaders to choose strategies, allocate resources, and
set priorities with more confidence.
Strategic planning is another area where analytics can make a significant
contribution. Insights gained from analytics that helps in understanding
the market trends, customer preferences or competitive advantages that
influence the development of strategic goals and objectives. This
alignment between analysis and strategy is necessary to achieve the
organization's vision.
This analysis helps in the understanding the financial condition and
status of an organization. For example, a cost-benefit analysis can show
the financial benefits of a specific investment or project. By calculating
the potential return on investment (ROI), this analysis can influence the
financial decisions, leading to increased revenue and cost savings.
Effective resources allocation is an essential factor for the business
success. Analysis helps resources allocation and ensures that resources
are allocated to projects and initiatives that have the high potential to
achieve positive results. This efficient allocation
maximizes the organization's ability to achieve its goals within budget
constraints.
This analysis contributes to the long-term sustainability of the
organization by identifying growth opportunities and areas of risk. By
considering these factors, organizations can adapt to changing
conditions and maintain their viability over time.
Successful application of analytics will improve an organization's
reputation. This highlights the importance of data-driven decision
making to achieve organizational goals and maintain competitive
advantage in today's dynamic business environment.
 CHAPTER 11

BIBLIOGRAPHY/ REFERENCES

1. Agarwal O. P. "Business Insurance" Himalaya Publishing House,

Mumbai, 2010.
2. Anand M. Agrawal and Krishn A. Goyal "Emerging Trends in
Banking, Finance and Insurance Industry" Jain Book Agency, Delhi,
2009.
3. Arunajatesan S, T. R. Viswanathan "Risk Management &
Insurance, Concepts andPractices of Life and General Insurance"
Macmillan Publishers India Ltd., Delhi,2009.
4. Bodla B. S, M. C.G arg and K. P. Singh "Insurance -
Fundamentals, Environment and Procedures" Jain Book Agency, Delhi,
2003.
5. Deepak Chawla, NeenaSondhi "Research Methodology Concepts
and cases" Vikas Publishing House Private Ltd., New Delhi, 2011.
6. Digby C. Jess "The Insurance of Commercial Risks - Law and
Practice" JBA Publishers, Delhi, 2001.
7. Dr. Shanmugapriya. S &Veerakumar. K, “Determinants of
Investment decision on Online Commodities” Acme International
Journal of Multidisciplinary Research, Vol-II, Issue-IX,
September.P.No.39-45
8. AbhijitSinha, “Financial Soundness in Indian Life insurance-
Comparison between two leading private players”, Indian Journal of
Finance, April 2013, pg 22 to 30.
9. Alma Cohen, Rajeev Dehejia“ The Effect of Automobile
Insuranceand Accident
Liability Laws in Traffic Fatalities “: National Bureau of Economic
Research, Cambridge, Apr 2003
10. B. Anuradha, “Study on factors influencing customer towards
insurance products”, Primax International Journal of Commerce and
Management Research.Vol.1, Issue No.1, April-June 2014.
11. Arunajatesan, “Insurance in India and Future Prospects”,
Management Matter, Sept. 2002, P-53-55.
 CHAPTER 12

ANNEXURE

Annexure A: Survey Questionnaire

Attached is a copy of the survey questionnaire used for collecting

quantitative data from WNS (Aviva) motor insurance policyholders.
The questionnaire covers various aspects of customer satisfaction,
including policy pricing, coverage options, claims processing, customer
service, and loyalty.

Annexure B: Interview Transcripts

This section includes transcripts of interviews conducted with a

selection of WNS (Aviva) motor insurance policyholders. The interviews
aimed to gather qualitative insights into customer experiences, opinions,
and suggestions regarding their policies and interactions with the
company.

Annexure C: Data Analysis

This annexure presents the detailed statistical analysis of the survey

data. It includes charts, graphs, and tables illustrating key findings,
trends, and correlations. Statistical tools and techniques used in the
analysis are described, and the data is presented in a structured format.

Annexure D: Customer Feedback

This section contains verbatim customer feedback, comments, and

suggestions obtained from surveys and interviews. It provides unfiltered
insights into customer opinions and can be used for reference and to
identify specific areas of concern or satisfaction.
Annexure E: Loyalty and Referral Data

Included in this annexure is data related to customer loyalty and

referrals. It outlines the percentage of customers willing to renew their
policies with WNS (Aviva) and those open to referring the company to
others.
This data highlights the company's potential for retaining and expanding
its customer base.

Annexure F: Digital Experience Evaluation

This section evaluates the digital experience offered by WNS (Aviva)

through its online platform. It includes feedback on the user-friendliness
of the website or app, suggestions for improvements, and any technical
issues reported by customers.

Annexure G: Summary of Recommendations

This annexure provides a summary of the recommendations derived

from the project's findings. It outlines actionable steps that WNS (Aviva)
can take to enhance customer satisfaction, improve policy offerings, and
strengthen its position in the motor insurance market.

Annexure H: Project Team Information

This section includes details about the project team, including their
names, roles, and contact information. It serves as a point of reference
forany further inquiries or discussions related to the project.