A PRESENTATION
ON
Customers Perception toward Health Insurance Empirical Study in
Ahmadabad Region
SUBMITTED TO Cms, Gnu
SUBMITTED BYNAME
ROLL NO.
AARTI ANAND
13124321001
GUNJAN DESAI
13124321002
RAHUL NISARTA
13124321009
MBA FS IV (CMS, GNU)
1
HISTORY OF HEALTH INSURANCE
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.
Function of Health Insurance
Providing protection The elementary purpose of insurance is to
allow security against future risk, accidents and uncertainty.
Insurance cannot arrest the risk from taking place, but can for sure
allow for the losses arising with the risk. Insurance is in reality a
protective cover against economic loss, by apportioning the risk with
others.
Collective risk bearing Insurance is an instrument to share the
financial loss. It is a medium through which few losses are divided
among larger number of people. All the insured add the premiums
towards a fund and out of which the persons facing a specific risk is
paid.
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.
Provide Certainty Insurance is a device, which assists in
changing uncertainty to certainty.
3
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
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.
5
Literature Review
Health insurance is a mechanism by which a person protects himself
from financial loss caused due to accident and or disability. Though
disability is not fixed, precise and immutable state affected as it is by
numerous influences, both objective and subjective, its significance to
society is that condition of ill health arising from disease or injury that
prevents the individual from pursuing his normal routine of living. The
universality of the hazard of disability is everywhere recognized; just
as uncertainty is one of the fundamental facts of life (Knight 1921).
it is one of the significant drivers of improvement in the healthcare
provision by encouraging investment and innovation. This mechanism
also helps in improving the quality and efficiency of public health care
system by continually benchmarking it (Ahuja 2005).
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
Conclusive research: - single cross sectional, descriptive
Research.
Data collection method: - Survey (Personal) surveywith the
person who has health insurance policy holder .
Data collection instrument: - Questionnaire.
Sampling Design:- customer perception towards health
insurance policy
Conti
Target Population Definition: - health insurance policy
holder
Target population: -Ahmadabad city health policy holder
including all company survey
Sampling Elements: Sampling Units: Sampling frame: - Not available.
Sampling Size: - 200
Extent: - Ahamadabad city.
Sampling Techniques: - Non-Probability convenience
method.
G
e
n
d
r
21050
Data Interpretation
1. Gender
Valid
Percent
male
180
90.0
20
10.0
200
100.0
female
1500
0m
aleG
endrfemal
F
req
un
cy
Frequenc
y
Cumulati
ve
Percent
Valid
Percent
90.0
90.0
10.0
100.0
Total
100.0
Here we se that from the total insurer 180 are male and 20 are female
2.Age
Valid
less 30
years
30-40
years
40-50
years
above 50
years
Total
Percent
Valid
Percent
Cumulat
ive
Percent
152
76.0
76.0
76.0
39
19.5
19.5
95.5
4.0
4.0
99.5
.5
.5
100.0
200
100.0
100.0
A
g
e
2
0
1
5
0
10
50
0les30years30-4years40-5yearsabove50years
Frequncy
Frequen
cy
A
g
e
In age criteria there are76 % people has less than 30 years and lowest is above 50
years has 0.5% health insurance
10
3.Marital Status:-
m
a
r
i
t
l
_
s
t
a
u
s
150
Frequency
Valid
single
marrie
Total
Percent
Valid Percent
Cumulative
Percent
55
27.5
27.5
27.5
145
72.5
72.5
100.0
200
100.0
100.0
Frequncy
10
50
0 singlem
aritl_stausmaried
In marital status there are72%
married has health insurance and 27%
are single they has health insurance
11
4.Type of
family:Frequency
Valid
joint
nuclear
Total
Percent
T
Y
P
_
fm
ly
Cumulative
Percent
43
21.5
21.5
21.5
157
78.5
78.5
100.0
200
100.0
100.0
2
0
1
5
0
1
0
5
0
0 jo
in
tT
Y
P
_
fm
lynuclear
Frequncy
Valid Percent
There are 78%nuclear has highest they has insurance and only 21% live in joint has
lowest has health insurance
12
5.Education:Frequency
Valid
primary
Matrix
higher seaconday
graduation
post graduction
Percent
2
8
1.0
4.0
Valid Percent
1.0
4.0
2.0
2.0
7.0
101
50.5
50.5
57.5
80
40.0
40.0
97.5
2.5
100.0
100.0
E
d
u
c
a
tio
n
1
2
0
1
0
8
0
6
0
4
0
2
0
0p
rim
a
rym
a
trixs
h
ig
e
rE
g
r
a
d
u
a
t
i
o
n
p
o
s
t
g
r
a
d
u
c
t
i
o
n
v
o
c
a
t
i
o
n
a
l
e
a
c
o
n
d
a
y
d
u
c
a
tio
n
vocational
Frequncy
Total
Cumulative
Percent
1.0
5.0
5
200
2.5
100.0
The highest value of insurer are 50% graduated and the lowest value 1% primary
education they has health insurance
13
6.Occupation:-
Frequency
Employed
self
employed
house wife
unemployed
professional
family
owned
business
Total
Percent
Cumulative
Percent
47
23.5
23.5
23.5
37
18.5
18.5
42.0
4.0
4.0
46.0
2.5
2.5
48.5
25
12.5
12.5
61.0
78
39.0
39.0
100.0
200
100.0
100.0
O
c
u
p
a
t
i
o
n
8600
4200
0em
ployedselfm
poyedhouseO
wic
fu
up
na
etio
m
pn
loyedprofesinalfam
builsyowned
Frequncy
Valid
Valid
Percent
The highest value in occupation 39% family business they has health insurance and the lowest
value has 2.5 unemployed has less frequency
14
7. Annual income:Valid
less the 50000
50000-100000
100000-150000
150000-200000
above 200000
Valid
Percent
Cumulative
Percent
Percent
24
12.0
12.0
12.0
17
8.5
8.5
20.5
18
9.0
9.0
29.5
46
23.0
95
47.5
in
c
o
m
e
23.0
52.5
47.5
100.0
1
0
8
0
6
0
4
0
2
0
0
le
s
th
e
5
0
0
5
0
0
1
0
0
0
1
0
0
0
1
5
0
0
1
5
0
0
2
0
0
a
b
o
v
e
2
0
0
0
in
c
o
m
e
Frequncy
Total
Freque
ncy
200
100.0
100.0
The hugest value in 47.5% income that has above 200000 income has preferring more health insurance and
the lowest value 8.5% there income come between 500000-100000 preferring less health insurance
15
Q.10 who is your insurer?
Frequency
Percent
W
h
o
_
i
n
s
u
r
e
21050
Valid
public
company
private
company
any other
Total
Valid Percent
42
21.0
21.0
21.0
157
78.5
78.5
99.5
.5
.5
100.0
200
100.0
100.0
1050
0publicom
panyW
prh
ivao
te_
icnomspuarneyanyother
Frequncy
Cumulative Percent
The high value 78% has there health
insurance in private company and 21%
lowest value has health insurance in public
company
16
Q.11 what type of health insurance policy you have?
Frequency
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
T
y
p
e
35
17.5
17.5
99.5
.5
.5
100.0
200
100.0
100.0
Frequncy
1
2
5
1
0
7
5
5
0
2
5
0in
d
visu
ln
h
a
lthg
ro
u
p
h
e
a
lth
in
su
ra
n
c
fT
e
iy
lp
fe
a
m
y
a
te
rch
a
ltho
th
e
r
ra
ce
n
so
u
n
The highest value 66% has taken
individual health insurance and the
lowest value 0.5 prefer in other
17
R
e
a
s
o
n
1080
Q.12 what are the reasons for going in for health insurance policy?
tax planning
measure
travelling
abroad
employers
contribution
existing
illness
avail good
quality
medical
treatement
risk coverage
against future
illness
Total
Valid
Percent
Cumulative
Percent
Percent
13
6.5
6.5
6.5
3.5
3.5
10.0
48
24.0
24.0
34.0
2.0
2.0
36.0
42
21.0
21.0
57.0
86
43.0
43.0
100.0
200
100.0
100.0
6400
200tam
xeplsnuriegtravelingabrodcem
rsne
ia
ts
io
e
x
ln
s
n
g
esquarevtyilm
goendictalrigsaknclotvesfurag
ntpliobuyeR
Frequncy
Valid
Frequen
cy
The highest value of 43% prefer health insurance for risk covering against future
illness and the lowest 2% existing illness has taken health insurance
18
Q.14 what approach was adopted in seeking health insurance coverage?
Frequency
Valid
insurance
agent seeked
you out
144
you seeked
out insurance
agent
Percent
72.0
72.0
56
28.0
28.0
100.0
200
100.0
100.0
1
0
5
0
0in
su
ra
n
ce
a
gn
tsekd
yA
o
u
tr
yc
o
u
sv
e
kd
o
u
tin
su
ra
n
ce
a
gn
t
p
c
h
_lth
_
in
s
u
_
o
g
Frequncy
Cumulative
Percent
72.0
A
p
r
c
h
_
l
t
h
_
i
n
s
u
_
c
o
v
g
1
5
0
Total
Valid
Percent
The highest value 72% has insurance agent seeked
then out and the 28% lowest value you seeked out
insurance agent
19
Q.15 Do you agree that the services provided by the insurance companies are delivered
effectively?
s
e
r
v
i
c
_
d
e
l
v
r
11200
Frequency
Valid
yes
no
indifferent
Total
Percent
105
52.5
52.5
52.5
67
33.5
33.5
86.0
28
14.0
14.0
100.0
200
100.0
100.0
8600
4200
0yess
ervicn_odelvrindfernt
Frequncy
Valid Percent
Cumulative
Percent
The highest value 52% has think that
service has delivered and lowest 14% has
given indifferent about the health
insurance delivered
20
Q.16 what is the chance of renewing the service after the health insurance expiry of present
insurance policy?
Frequency
Valid
100%
Percent
Valid
Percent
R
e
n
w
_
p
o
l
i
c
e
1
0
8
0
50%
25%
0%
Total
Cumulative
Percent
95
47.5
47.5
47.5
48
24.0
24.0
71.5
43
21.5
21.5
93.0
14
7.0
7.0
100.0
200
100.0
100.0
The Highest value has of
renew 47.5% respondence
will 100% they will renew
policy and lowest value of
7% they will not going to
renew the policy
Frequncy
6
0
4
0
2
0
01
0%5
0
%
2
5
%0
%
R
e
n
w
_
p
o
lic
e
21
Q.18 Do you think the promotional efforts being taken by insurance company are
sufficient?
p
r
o
m
t
i
n
_
s
u
f
i
c
e
n
t
11200
Frequency
Valid
yes
no
Total
Percent
113
56.5
56.5
56.5
87
43.5
43.5
100.0
200
100.0
100.0
8600
4200
0 yesp
n
o
rom
tin_suficent
Frequncy
Valid Percent
Cumulative
Percent
The highest value of 56% response yes and
lowest value 43% select no for promotional
efforts being taken by insurance company
22
Q.19
a) Name and reputation of the insurance company
N
a
m
e
_
r
p
u
t
a
i
o
n
11200
Frequency
Valid
strong agree
agree
indifferent
Total
Percent
Valid Percent
110
55.0
55.0
55.0
80
40.0
40.0
95.0
10
5.0
5.0
100.0
200
100.0
100.0
8600
4200
0strongareN
am
e_argreputaionindfernt
Frequncy
Cumulative
Percent
The Highest value 110 has strongly
agree will the statement and the lowest
values selected indifferent is 10.
23
b) Maximum customer satisfaction.
c
u
s
t
o
m
e
r
_
s
a
t
i
f
c
o
n
11205
Frequency
Valid
strongly agree
agree
indifferent
Total
Percent
Valid Percent
131
65.5
65.5
65.5
63
31.5
31.5
97.0
3.0
3.0
100.0
200
100.0
100.0
7550
205stronglyarecu
stom
era_gsreatifconindfernt
Frequncy
Cumulative
Percent
The Highest value 131 are strongly
agree with the statement and 6 are
selected indifferent
24
c) Minimum co-payment involved
c
o
_
p
a
y
m
e
n
t
1080
Frequency
Valid
strongly agree
agree
indifferent
Total
Percent
47
23.5
23.5
23.5
82
41.0
41.0
64.5
71
35.5
35.5
100.0
200
100.0
100.0
6400
200stronglyareco
_pagaryem
entindfernt
Frequncy
Valid Percent
Cumulative
Percent
The highest value has 82 are agree with
the statement and the 71 lowest value
selected indifferent
25
d). Flexibility of policy offered
f
l
e
x
i
b
t
y
11200
Frequency
Valid
strongly agree
agree
indiffernt
Total
Percent
Valid Percent
50
25.0
25.0
25.0
125
62.5
62.5
87.5
25
12.5
12.5
100.0
200
100.0
100.0
8600
4200
0stronglyarefle
xagirbetyindfernt
Frequncy
Cumulative
Percent
The highest value 125 has
agree with the statement and
lowest value 25 has selected
indifferent
26
e). Easy accessibility of linked hospitals
l
i
n
k
e
d
_
h
o
s
p
i
t
a
l
1080
Frequency
Valid
strongly agree
agree
indifferent
Total
Percent
92
46.0
46.0
46.0
45
22.5
22.5
68.5
63
31.5
31.5
100.0
200
100.0
100.0
6400
200stronglyarelin
keda_ghreospitalindfernt
Frequncy
Valid Percent
Cumulative
Percent
The highest value 92 has are
strongly
agree
with
the
statement and lowest value 45
are agree with the statement
27
e
a
s
y
_
e
r
v
i
c
s
21050
f). Easy availability of services in hospital
Frequency
Valid
strongly agree
agree
Total
Percent
Valid Percent
154
77.0
77.0
77.0
46
23.0
23.0
100.0
200
100.0
100.0
1050
0 stronglyaree
a
g
r
e
asy_ervics
Frequncy
Cumulative
Percent
The highest value 154 are
strongly
agree
with
the
statement and lowest are 46
are agree with the statement
28
ANOVA Test
1. Age group, Occupation, Income & Customer Satisfaction toward Health Insurance Policy.
Sum
Age
of
Mean
Squares
df
Square
Sig.
.148
.074
.231
.794
Groups
63.032
197
.320
Total
Between
63.180
199
Groups
1.873
.936
.137
.872
Groups
1348.747
197
6.846
Total
Between
1350.620
199
Groups
13.095
6.547
3.397
.035
Groups
379.700
197
1.927
Total
392.795
199
Between
Groups
Within
Occupation
Within
Income
Within
29
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.
30
2. Age group, Occupation, Income & Flexibility toward Health Insurance Policy.
Sum
Age
of
Squares
df
Mean Square
Sig.
.828
.414
1.308
.273
62.352
197
.317
63.180
199
112.108
56.054
8.916
.000
1238.512
197
6.287
1350.620
199
2.283
1.142
.576
.563
390.512
197
1.982
392.795
199
Between
Groups
Within
Groups
Total
Occupation
Between
Groups
Within
Groups
Total
Income
Between
Groups
Within
Groups
Total
31
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.
H0 : There is no impact of various Occupation group on Overall Satisfaction towards health
insurance.
H1 : There is impact of various Occupation group on Overall Satisfaction towards health
insurance.
P value of occupation is 0.00 is lesser than 0.05 So I reject Null Hypothesis and accept
Alternative Hypothesis.
So there is impact of various group of Occupation on flexibility towards health insurance.
H0 : There is no impact of various Income group on Overall Satisfaction towards health
insurance.
H1 : There is impact of various Income group on Overall Satisfaction 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.
32
3. Age group, Occupation, Income & co-payment toward Health Insurance
Policy.
Sum of
Squares
Age
Between
Groups
df
Mean Square
.070
.035
63.110
197
.320
63.180
199
39.436
19.718
1311.184
197
6.656
1350.620
199
Between
Groups
23.079
11.539
Within
Groups
369.716
197
1.877
392.795
199
Within
Groups
Sig.
.109
.897
2.963
.054
6.149
.003
Total
Occupation
Between
Groups
Within
Groups
Total
income
Total
33
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 0.897 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 Overall Satisfaction towards health insurance .
H0 : There is no impact of various Occupation group on Overall Satisfaction towards
health insurance .
H1 : There is impact of various Occupation group on Overall Satisfaction towards health
insurance
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
H0 : There is no impact of various Income group on Overall Satisfaction towards health
insurance.
H1 : There is impact of various Income group on Overall Satisfaction 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.
34
FINDING
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
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.
35
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.
36
n
a
h
T
u
o
Y
k
Options, Futures, and Other
Derivatives, 7th Edition, Copyright
John C. Hull 2008
37
