C09 Grievance Redressal Mechanism MCQs

Welcome to our comprehensive collection of Multiple Choice Questions (MCQs) on C09 Grievance Redressal Mechanism, a fundamental topic in the field of IC38 Life Insurance Agent Exam. Whether you're preparing for competitive exams, honing your problem-solving skills, or simply looking to enhance your abilities in this field, our C09 Grievance Redressal Mechanism MCQs are designed to help you grasp the core concepts and excel in solving problems.

In this section, you'll find a wide range of C09 Grievance Redressal Mechanism mcq questions that explore various aspects of C09 Grievance Redressal Mechanism problems. Each MCQ is crafted to challenge your understanding of C09 Grievance Redressal Mechanism principles, enabling you to refine your problem-solving techniques. Whether you're a student aiming to ace IC38 Life Insurance Agent Exam tests, a job seeker preparing for interviews, or someone simply interested in sharpening their skills, our C09 Grievance Redressal Mechanism MCQs are your pathway to success in mastering this essential IC38 Life Insurance Agent Exam topic.

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C09 Grievance Redressal Mechanism MCQs | Page 1 of 6

Discover more Topics under IC38 Life Insurance Agent Exam

Q1.
What is the primary concern in the insurance industry regarding customer service?

a.

Continuous product innovation

b.

Level of customer service

c.

Rising customer expectations

d.

Modern technology use

Discuss
Answer: (c).Rising customer expectations Explanation:In the insurance industry, there is dissatisfaction with the standard of services, and customer expectations are constantly rising.
Q2.
According to IRDAI Regulations on Protection of Policyholders' Interests 2017, what must every insurer have?

a.

A detailed marketing plan

b.

A policy for promoting sales

c.

A board-approved policy for protection of policyholders' interests

d.

A social media strategy

Discuss
Answer: (c).A board-approved policy for protection of policyholders' interests Explanation:IRDAI Regulations mandate that every insurer shall have their own board-approved policy for the protection of policyholders' interests.
Q3.
In the context of grievance redressal, why is human touch critical for customers with complaints?

a.

It allows the agent to befriend the customer

b.

Customers feel valued and respected

c.

It helps increase sales opportunities

d.

Customers appreciate professional behavior

Discuss
Answer: (b).Customers feel valued and respected Explanation:Customers with complaints want to feel valued, and human touch is essential in such situations to make them feel respected and valued.
Q4.
What are the two primary feelings associated with service failures?

a.

Satisfaction and joy

b.

A feeling of being cheated and a feeling of hurt ego

c.

Empathy and understanding

d.

Patience and tolerance

Discuss
Answer: (b).A feeling of being cheated and a feeling of hurt ego Explanation:Service failures can cause customers to feel cheated and experience hurt egos.
Q5.
Why is a complaint considered a "moment of truth" in the customer relationship?

a.

It signifies the end of the customer-agent relationship

b.

It is the moment when customers express dissatisfaction

c.

It offers an opportunity to clarify the situation and improve customer loyalty

d.

It leads to immediate policy cancellation

Discuss
Answer: (c).It offers an opportunity to clarify the situation and improve customer loyalty Explanation:A complaint as a "moment of truth" because it provides an opportunity to clarify the situation and improve customer loyalty.
Q6.
What role do complaints and grievances play in selling and servicing?

a.

They have no significant impact on selling and servicing

b.

They are detrimental to an agent's business

c.

Word of mouth publicity (Good/ Bad) is crucial in selling and servicing

d.

They primarily serve to create legal issues for the insurer

Discuss
Answer: (c).Word of mouth publicity (Good/ Bad) is crucial in selling and servicing Explanation:Word of mouth publicity (Good/ Bad) plays a significant role in selling and servicing, and complaints and grievances are important in this context.
Q7.
What is the procedure for policyholders with grievances?

a.

They should contact the agent directly

b.

They can address the issue through social media

c.

First, refer the grievance to the Insurer's Grievance Cell; if not resolved, approach the Regulator through the Integrated Grievance Management System.

d.

Ignore the grievance as it's not an insurer's concern

Discuss
Answer: (c).First, refer the grievance to the Insurer's Grievance Cell; if not resolved, approach the Regulator through the Integrated Grievance Management System. Explanation:The procedure for policyholders with grievances, which involves first referring the grievance to the Insurer's Grievance Cell, and if it's not resolved, approaching the Regulator through the Integrated Grievance Management System.
Q8.
What does IRDAI's Integrated Grievance Management System (IGMS) primarily serve as?

a.

A central repository of insurance grievance data

b.

An online insurance sales platform

c.

A customer service hotline

d.

A policy management tool

Discuss
Answer: (a).A central repository of insurance grievance data Explanation:IGMS acts as a central repository of insurance grievance data.
Q9.
If a policyholder is dissatisfied with the response from their insurer regarding a grievance, what can they do?

a.

Approach the Grievance Redressal Officer

b.

File a legal case against the insurer

c.

Contact a different insurer

d.

Approach the Regulator under the IGMS

Discuss
Answer: (d).Approach the Regulator under the IGMS Explanation:If a policyholder is not satisfied with the response from the insurer, they can approach the Regulator under the IGMS.
Q10.
What is the first step in the complaint registration process through IGMS?

a.

Contacting the Grievance Redressal Officer

b.

Filing a legal case against the insurer

c.

Registering oneself by entering policy details

d.

Approaching a different insurer

Discuss
Answer: (c).Registering oneself by entering policy details Explanation:The first step in the complaint registration process through IGMS is registering oneself by entering policy details.
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