QUESTIONNAIRE ON CUSTOMERS EXPECTATION OF A MOTOR INSURANCE PRODUCT

I am a student of MBA doing my project work on the topic mentioned above. You are invited to participate in the survey that will help me
understand the ________________. Your participation in this study is completely voluntary. Your survey responses will be strictly confidential and
the data from this research will be reported only in the aggregate. Your information will be coded and will remain confidential for academic
purpose only.

EMOGRAPHICS
Name

Gender

Age

1)

Male

2)

Female

Below 20
Between 20 30
Between 30 - 40
Between 40 50
50 and above

1
2
3
4
5

Employment status
Business
Employed
Unemployed
Homemaker

1
2
3
4

:
Retired
Student
Senior Citizen
Other

5
6
7
8

Q1) Which vehicle do you have?

o
o

Saloon
4X4

Q2) What is the brand of your vehicle?

Q3) How many vehicles do you own?
o 1
o 2
o 3
o 4
o More than 4
Q4) How many years has it been since you purchased your vehicle?
o
o
o
o

Less than one year

More than one year
More than three years
More than five years

Q5) What is the year of manufacture of the car?

o
o
o
o

2012
2010 - 2012
2007-2012
Older than that

Q6) Is there any loan on the vehicle?

o
o

Yes
No

Q7) For what purpose is the car used ?

o
o
o

Personal
Official
Both

Q8) Have you ever got your car majorly repaired in the past?
o Yes
o No
Q9) If the answer is yes, what was the reason for getting it repaired?
o
o

Accident
Mechanical breakdown

Q10) Which insurance company is your car insured with?

Al Madina Insurance

AXA Insurance
Oman United
New India Insurance

2
3
4

Al Ahlia Insurance( part of the RSA

group)
Oman United
Other

5
6
7

Q11) How did you purchase your insurance product?

o
o
o

Automotive dealer
Insurance company
Broker

Q12) Is your car insurance comprehensive or third party?

o
o

Comprehensive
Third party

Q13) If the insurance company is ready to give you a comprehensive insurance when your car becomes more
than 5 years old, would you go for?
o Comprehensive
o Third party
Q14) What is your opinion on the pricing of the insurance product? Is it priced properly?
o
o

Yes
No

Q15) Have you changed your insurance company in the past?

o
o

Yes
No

Q16) If Yes, What were the reasons for changing your insurance company?
o
o
o
o
o

Not happy with the service

Unhappy claim experiences with the company
Change of job thus being eligible for a group discount through another insurer
High premium
Other

Q17) What about the services provided by your insurance company? Are you happy with that?
o
o

Yes
No

Q18) If yes, what are the reasons?

o
o
o
o

Reasonable premium
Good service
Excellent quality of workshops
Other

Q19) If no, what are the reasons?

o High premium
o Lack of good service
o Poor quality of workshops
o Other
Q20) Is your insurance company offering you value added services?
o
o

Yes
No

Q21) If yes, what are the value added services they are offering you?
o
o
o
o

Free 7 day rent a car service

Free 15 day rent a car service
3 year dealer service
Roadside assistance with GCC coverage:
o Free Flat Tyre repair
o Free Key lock out services
o Free Battery Boosting
o Free Fuel Services
o Free Towing Mechanical Breakdown

Q22) From the following which services would you prefer your insurance company to offer you?
Please tick
o
o
o
o

Free 7 day rent a car service

Free 15 day rent a car service
3 year dealer service
Roadside assistance with GCC coverage:
o Free Flat Tyre repair
o Free Key lock out services
o Free Battery Boosting
o Free Fuel Services
o Free Towing Mechanical Breakdown

Q23) Can you rank them on a 1-4 scale giving 1 as the most important
o
o
o
o

Free 7 day rent a car service

Free 15 day rent a car service
3 year dealer service
Roadside assistance with GCC coverage:
o Free Flat Tyre repair
o Free Key lock out services
o Free Battery Boosting
o Free Fuel Services
o Free Towing Mechanical Breakdown

Q24) Would you mind paying an excess over your premium for these services?
o
o

Yes
No

Q25) Would you pay an extra premium in the range of RO. 35-50 for a courtesy car service in the event of a claim
o Yes
o No
Q26) Would you be interested in a Garage protection clause, which says that if the car is not parked in a closed
and secured owned garage, then the loss of theft would attract a higher excess (possibly in the range of RO. 500 to
RO. 1,000)?
o Yes
o No
Q27) Would you be willing to pay an additional premium for 5 years Dealer repair or Zero Depreciation
allowance during a claim?
o Yes
o No
Q28) Would you pay an extra premium for 7 Day claim settlement clause which guarantees the claim to be
paid in 7 working days?
o

Yes

No

Q29) What are the different types of services the client would like to have within a range of extra premium of RO.
50/- in the event of a claim.

Q30) Would you easily hand over the vehicle to a third party (family, friends, relatives,etc.) for usage?
o

Yes

No

Q31) If yes, what extra care would you take to avoid any claim?
o

Ensure that you are travelling with them

Other meaures

*** Thank you for your cooperation***