MBA_project on Hdfc Bank
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DISSERTATION ON RECRUITMENT POLICIES AND PRACTICES-A STUDY OF HDFC STANDARD LIFE INSURANCE COMPANY
A DISSERTATION SUBMITTED IN PARTIAL FULFILMENT OF THE REQUIREMENTS FOR THE DEGREE OF
MASTER OF BUSINESS ADMINISTRATION
Supervised By: SIMPLE- MADAM
Submitted By: GURWINDER SAHNI
Risks and uncertainties are part of life’s great adventure-accidents, illness, theft, natural disasters—they are all build into working of the universe waiting to happen. So far that there is a solution—insurance and to provide with the knowledge of this insurance benefits role in this field. To overcome these risks and uncertainties this project describes about various insurance companies. How these companies provide benefits to policy holders is well explained by the financial consultant. Now days a lot is being done to create awareness among the insuring Public about the need and importance of insurance in the field of human being. In this direction IRDA has planned to create awareness through electronic and print media. Recruitment of financial consultants is done to ensure the smooth serving of insurance sector. The project deals with the procedure of recruitment of financial consultant.
DECLARATION
I hereby declare that project work entitled “RECRUITMENT RECRUITMENT POLICIES AND PRACTICES-A STUDY OF HDFC STANDARD LIFE INSURANCE COMPANY”, is an authentic record of my own work carried for the COMPANY award of degree of Masters of Business Administration, from PUNJAB TECHNICAL UNIV . No part of this dissertation has been submitted for any other degree or diploma.
Place: Dated:
GURWINDER SAHNI ROLL NO-229
ACKNOWLEDGEMENTS
With great pleasure, I take this opportunity to express my profound gratitude and sincere regards to my supervisor, SIMPLE MADAM, Department of Business Administration RAYAY BAHARA(HSP). He has the credit for initiating me into this research project and it is the outcome of his sustained encouragement, guidance and regular concern that I have been able to complete this dissertation. I express my humble gratitude to Lect. Bimla Jaswal, Head of Department of Commerce, Lect. Mrs. Raj Kumar, Lect. Amarjit Lal of S.G.G.S. Khalsa College Mahilpur, Hoshiarpur and other members of department for their immense co-operation and advise in my work at every step, whenever required. My thanks are also due to the staff of HDFC. Standard life insurance, Branch-Hoshiarpur. Next, greatly acknowledge the good wishes and cooperation of my family and friends. Last, but not the least, a word of praise is due to Mr. Mukesh Kumar. Computer Centre for typing the manuscript in present form.
( Ashok Kumar )
CONTENTS NO.
1. INTRODUCTION ♦ ♦ ♦ ♦ ♦ ♦ ♦ 2. IRDA ♦ ♦ ♦ INTRODUCTION POWERS AND FUNCTION PLAYER THAT IRDA WILL GOVERN INSURANCE: DEFINITION INSURANCE IN INDIA A BRIEF HISTORY OO INSURANCE SECTOR INSURANCE SECTOR REFORMS MECHANISM OF INSURANCE NEED OF LIFE INSURANCE ADVANTAGE OF LIFE INSURANCE 1-8
PAGE
9-14
3. RESEACH METHODOLOGY-AN OVERVIEW SAMPLE DESIGN
15-16
DATA COLLECTION METHOD OBJECTIVE OF THE STUDY 4. INTRODUCTION OF HDFC-SLIC ♦ ♦ ♦ ♦ ♦ ♦ HDFC GROUP SUBSIDIARY COMPANIES ASSOCIATED COMPANIES HDFC STANDRAD LIFE INSURANCE COMPANIES LOCATIONS STANDARD LIFE INSURANCE ROLE OF AN INSURANCE AGENT 17-47
♦ ♦ ♦ ♦ ♦ ♦ ♦ ♦ ♦ ♦ ♦ ♦ ♦ ♦ ♦ ♦
APPOINTMENT OF FINANCIAL CONSULTANT PRE-REQUISITIES FOR SUCCESS SELLING LIFE INSURANCE PRE-APPROACH INTERVIEW/APPROACH APPROACH OBJECTION CLOSE SERVICES USEFUL IDEAS THROWN UP CERTIFIED FINANCIAL – A CARIEER IN INS. CO. LTD. AGENTS ARE CERTIFIED AS FINANCIAL CONSULTANT ROLE IN HDFC-SLIC CERTIFIED FINANCIAL CONSULTANT PRE-RECRUITMENT EXAMINATION FOR INS. AGENTS SELECTION PROCEDURE IN HDFC-SLIC 48-55 56-57 58-59 60-76 S.W.O.T. ANALYSIS
5. DATA ANALYSIS AND INTERPRETATION 6. CONCLUSION & SUGGESTIONS BIBLIOGRAPHY ANNEXURE
Chapter I
INTRODUCTION
INSURANCE: DEFINITION
It is a promise of reimbursement in the case of loss; paid to people or companies so concerned about hazards that they have made prepayments to an insurance company. It is basically contract that provides compensation for specific losses in exchange for a periodic payment. An individual contract is known as an insurance policy, and the periodic payment is known as an insurance premium. It is a formal social device for reducing risk by transferring the risks of several individual entities to an insurer. The insurer agrees, for a consideration, to pay for the loss in the amount specified in the contract. It is a protection against a specific loss over a period of time that is secured by the payment of a regularly scheduled premium. In big bet poker, it is possible to reach a situation in which you are uncomfortable with the amount of money you have invested in a pot. To reduce variance players will sometimes take insurance against an unfortunate outcome, essentially selling the actual outcome of the hand for its mathematical equity (at a slight discount). For example, if you hold a flush against a player who has three of a kind, your equity in the pot is a percentage of the pot equal to the probability that the other player will not fill up. If the pot is large. and you don’t want to risk coming away with nothing, you might take insurance from somebody who has more money and would be glad to have the overlay. Insurance is a system of exchange under contract where payments over a period of time (premiums) entitle individuals compensation by an organization (insurance company) in the event of loss due ;to pre-specified conditions. It is basically a mechanism for shifting a risk from a person, business, or organization to an insurance company in exchange for payment of premiums,. The insurance company to be responsible for covered losses. Contractual meaning of insurance shifting the burden of pure risks through pooling to minimize financial loss. Individuals and business insurance do not only mean insuring or safe guarding a living being but guarding against any kind of property loss or damage making payments in the form of premiums to an insurance company , which pays an agreed upon sum to the insured in the event of loss. It is actually sharing the costs of the risk of incurring losses, whether for health expenses or
property and casualty losses, across a base large enough to protect any one entity against the actual costs of an incurred loss. The costs of spreading the risk are assumed to be less than the costs of an actual loss. The insured group or insurance company is at financial risk for assuming the guarantee against loss for the specific instance.
INSURANCE IN India
The insurance sector in India has come a full circle from being an open competitive market to nationalization and back to a liberalized market again. Tracking the developments in the Indian Insurance sector reveals the 360 degree turn witnessed over a period of almost two centuries.
A BRIEF HISTORY OF THE INSURANCE SECTOR
Life Insurance in its existing form came to India from the United Kingdom with the establishment of a British firm Oriental Life Insurance Company in Calcutta in 1818 followed by • • • • Bombay 1912: 1928: 1938: 1956: Life Assurance Company in 1823. Some of the important milestones in the life insurance business in India are: The Indian Life Assurance Companies Act enacted as the first statute to The Indian Insurance Companies Act enacted to enable the government to Earlier legislation consolidated and amended to by the Insurance Act with the 245 Indian and foreign insurers and provident societies taken over by the regulate the life insurance business. collect statically information about both life and non-life insurance businesses. objective of protecting the interests of the insuring public. central government and nationalized. LIC formed by and Act of Parliament, viz, LIC Act, 1956, with a capital contribution of Rs. 5 Crore from the Government of India. The General insurance business in India, on the other hand, can trace its roots to the Triton Insurance Company Ltd., the first general insurance company established in the year 1950 in Calcutta by the British. • • 1907: 1957: The Indian Mercantile Insurance Ltd. Set up, the first company to transact all General Insurance Council, a wing of the insurance Association of India, classes of general insurance business. frames a code of conduct for ensuring fair conduct and sound business practices.
• •
1968: 1972:
The Insurance Act amended to regulate investments and set minimum The General Insurance Business (Nationalization) Act, 1972 nationalized
solvency margins and the Tariff Advisory Committee set up. the general insurance business in India with effect from 1st January, 1973.
INSURANCE SECTOR REFORMS
In 1993, Malhotra Committee, headed by former Finance Secretary and RBI Governor R.N. Malhotra, was formed to evaluate the Indian insurance industry and recommend its future direction. The Malhotra committee was set up with the objective of complimenting the reforms initiated in the financial sector. The reforms were aimed at “creating a more efficient and competitive financial system suitable for the requirements of the economy keeping in mind the structural changes currently underway and recognizing that insurance is an important part of the overall financial system where it was necessary to address the need for similar reforms”. In 1999, the committee submitted the report and some of the key recommendations included: • Structure Government stake in the insurance Companies to be brought down to 50% Government should take over the holdings of GIC and its subsidiaries so that these subsidiaries can act as independent corporations. • All the insurances companies should be given greater freedom to operate. Competition Private Companies with a minimum paid up capital of Rs. 1 bn should be No Company should deal in both Life and General Insurance through a single Foreign companies may be allowed to enter the industry in collaboration with the Postal Life Insurance should be allowed to operate in the rural market. allowed to enter the industry. entity. domestic companies.
state.
Only one State Level Life Company should be allowed to operate in each
•
Regulatory Body
The Insurance Act should be changed An Insurance Regulatory body should be set up Controller of Insurance (Currently a part from the Finance Ministry) should be made independent.
Investments
Mandatory Investments of LIC Life Fund in government securities to be reduced GIC and its subsidiaries are not to hold more than 5% in any company( there
from 75% to 50% current holdings to be brought down to this level over a period of time)
Customer Service
LIC should pay interest on delays in payments beyond 30 days unit linked pension plans Computerization of operations and updating of technology to be carried out in the insurance industry. Insurance companies must be encouraged to set up
MECHANISM OF INSURANCE ♦ The concept of insurance is that- People exposed to the same
risk come together and agree to share a loss collectively, if any one of their members suffer from that risk.
♦ The insurance companies play the vital role of implementing this
concept- They try bringing together people exposed to the similar risk; they collect members’ contribution in advance in the shape of premiums and create a fund out of which the losses are paid.
♦ In the event of breadwinner’s death, the family’s income stops
suddenly.
♦ The family’s income may also stop on retirement of the
breadwinner.
♦ Life insurance covers the above contingencies and provides relief
to the family in the event of the death of retirement of the bread winner.
♦ Variable needs for life insurance can be- Providing financial
security to the family, provision for children’s education, marriage, etc. Post-retirement income for self and dependents, special needs like Medical expenses, etc.
♦ Life insurance provides financial stability to family in the event of
death of breadwinner.
Need OF LIFE INSURANCE
Life Insurance has come a long way from the earlier days when it was originally conceived as a risk covering medium for a short period of time, covering temporary risk situations, such as sea voyages. Under the life insurance, the insurance company guarantees to pay, in consideration of a regular premium, a certain sum of money to the policy holder on his attaining a certain age, or to his nominee on his death, whichever is earlier. Life insurance covers the contingencies and provides relief to the family in the event of the death of retirement of the bread winner. Life Insurance provide protection as well as investment facilities. Life insurance encourages the habits of savings among the policy holder. As per the provisions Indian Income Tax act,1961 the amount paid against life insurance premium shall be allowed as a deduction from taxable income. As life insurance became more established, it was realized what a useful tool it was for a number of situations, including a) Temporary needs / threats-: The original purpose of life insurance remains an important element, namely providing for replacement of income on death etc. Life insurance covers the contingencies and provides relief to the family in the event of the death or retirement of the bread winner. We can also meet our temporary or future needs with the help of life insurance. b) Regular Savings-:
Providing for one's family and oneself , as a medium to long term exercise (through a series of regular payment of premiums). This has become more relevant in recent times as people seek financial independence for their family. Life insurance encourages the habits of savings among the policy holder. Life insurance premium sets according to paying capacities of policy holders so they can save money easily. c) Investment-: It is the building up of savings, to meet the sudden needs of the family and to cope with inflation. It is a process of saving for the future needs and to provide for risk cover. There are many investment plans offers by life insurance companies which give us high return with minimum level of risk. ULIP plans are the new forms of investment plans in life insurance business the give high return as compare to old or traditional insurance plans. d) Retirement: Provision for later years becomes increasingly necessary, especially in a changing cultural & social environment. One can buy a suitable insurance policy, which will provide periodical payments in one's old age. There are many retirement plans offer by various life insurance companies we choose suitable plan according to our future needs.
ADVANTAGES OF LIFE INSURANCE Secured targeted saving- a uniqueness ♦ Life insurance is not merely an investment or a saving device- it
is much more than that. Life Insurance provides protection as well as investment facilities.
♦ In any other investment or saving avenues, bank deposits,
savings certificates or mutual funds or shares and stocks etc., amount of funds available at any time will not be more than the amount saved, appreciation or interest earned till then. In life insurance, the amount available is the one that one wished to have at the end of savings period which may range up to 30 or even more years.
♦ Life insurance has advantages over the other form of savings:
Facility of nomination and assignment makes the claim
settlement easy on death.
♦ Life insurance involves compulsory savings. Loans can be raised
against a life insurance policy. Tax benefits- on premium paid as well as the amount received by way of claim.
♦
It is a process of saving for the future needs and to provide for risk cover.
♦ We use the insurance as a tool for social welfare and Insurance
also provide facilities for capital formation.
Chapter II
INSURANCE REGULATORY DEVELOPMENT AUTHORITY (IRDA) INTRODUCTION The Insurance Regulatory and Development Authority was established on 19th April, 2000 under Insurance and Act, its Regulatory Development Authority 1999 with
headquarter at New Delhi. The Authority has changed its headquarters to Hyderabad in December 2001. The Audit of the accounts of the Authority has been entrusted under Section 19 (2) of the Comptroller & Auditor General" (Duties, Power & Conditions of Service) Act, 1971. The Authority was to consist of a Chairman, five full time Members and four
Part-time Members. As on date the Authority has one chairman, two full time and four part time members. There is an Insurance Advisory Committee, which helps the Authority in making its Rules and Regulations for proper discharge of its activities.
MISSION OF IRDA
To protect the interests of the policyholders, to regulate, promote and ensure orderly growth of the insurance industry and for matters connected therewith or incidental thereto.
POWERS AND FUNCTIONS:
The main powers and functions of the Authority are as under: • Protect the interest of and secure fair treatment to policyholders; • Bring about speedy and orderly growth of the insurance industry (including annuity and superannuation payments), for the benefit of the common man, and to provide long term funds for accelerating growth of the economy; • • Set, promote, monitor and enforce high standards of integrity, financial soundness, fair Ensure that insurance customers receive precise, clear and correct information about dealing and competence of those it regulates; products and services and make them aware of their responsibilities and duties in this regard; • • Ensure speedy settlement of genuine claims, to prevent insurance frauds and other Promote fairness, transparency and orderly conduct in financial markets dealing with malpractices and put in place effective grievance redressal machinery; insurance and build a reliable management information system to enforce high standards of financial soundness amongst market players; • • Take action where such 'standards are inadequate or ineffectively enforced; Bring about optimum amount of self-regulations in day to day working of the industry
consistent with the requirements of prudential regulation.
SOURCES OF RECEIPTS
During 2001-02, the Authority's receipts were Rs.42.17 crores as against its expenditure of Rs.5.89 crores. The receipts mainly consisted of fees received from various Insurance companies operating in India on account of their Registration and Renewal charges.
FUNDS
The funds of the authority are being retained by itself despite directions of the Ministry to house the funds in Public Account of India as non-interest bearing funds. As on 31st March 2002, the Authority continues to house its funds amounting to Rs. 57.42 Crore in interest bearing deposits of banks and other financial institutions.
PLAYERS THAT IRDA WILL GOVERN
The table below is the list of the likely players in the Indian insurance sector, apart from Reliance, who has applied for both Life and Non-Life insurance license; all have gone in with a foreign partner. The idea is that the foreign partner will bring in expertise of global nature with products that are India specific. And the Indian partner will bring in the distribution network and more significantly the required 74% of the equity.
Life Insurance Reliance Life Insurance Kotak Mahindra-Old Mutual Max India—New York Life Prudential—ICICI HDFC—Standard Life Aditya Birla—Sun Life Insurance C K Birla—Zurich Insurance Hindustan Times—Commercial Union Centurion Bank—Canada Life
Non-Life Insurance Reliance General Insurance ICICI—Lombard Insurance Wadia—Commercial Union Cholamandalam—Axa M A Chidambaram—MetLife Sanmar Group—GIO Tata Teleservices—AIG 20th Century Finance—Guardian Group Punjab National Bank, Vijaya Bank, Allahabad Bank, and Bank of India— Yasuda Fire and Marine. IFFCO—Tokyo Fire & Marine Sundaram Finance—Royal Alliance
Vyasa Bank—ING Apollo Hospitals—Aetna Bank of Baroda & Punjab National Bank— Foreign partner
&
Sun
INSURANCE COMPANIES IRDA has so far granted registration to 12 private life insurance companies and 9 general insurance companies. If the existing public sector insurance companies are included, there are currently 13 insurance companies in the life side and 13 companies operating in general insurance business. General Insurance Corporation has been approved as the "Indian reinsures" for underwriting only reinsurance business. Particulars of the life insurance companies and general insurance companies including their web address are given below:
LIFE INSURERS Public Sector 1. Life Insurance Corporation of India Private Sector
Websites
www.licindia.com
2. Allianz Bajaj Life Insurance Company www.allianzbajaj.co.in
Limited 3. Birla Sun-Life Insurance Company Limited 4. HDFC Standard Life Insurance Co. Limited 5. ICICI Prudential Life Insurance Co. Limited www.birlasunlife.com www.hdfcinsurance.com www.iciciprulife.com
6. ING Vysya Life Insurance Company Limited 7. Max New York Life Insurance Co. Limited 8. MetLife Insurance Company Limited 9. Om Kotak Mahindra Life Insurance Co. Ltd. 10. SBI Life Insurance Company Limited 11. TATA AIG Life Insurance Company Limited 12. AMP Sanmar Assurance Company
www.ingvysayalife.com www.maxnewyorklife.com www.metlife.com www.omkotakmahnidra.com www.sbilife.co.in www.tata-aig.com
www.ampsanmar.com
Limited 13. Dabur CGU Life Insurance Co. Pvt. Limited GENERAL INSURERS Public Sector 1. National Insurance Company Limited 2. New India Assurance Company Limited www.nationalinsuranceindia.com www.niacl.com www.avivaindia.com
3. Oriental Insurance Company Limited 4. United India Insurance Company Limited Private Sector
www.orientalinsurance.nic.in www.uiic.co.in
5. Bajaj Allianz General Insurance Co. Limited 6. ICICI Lombard General Insurance Co. Ltd. 7. IFFCO-Tokyo General Insurance Co. Ltd. 8. Reliance General Insurance Co. Limited 9. Royal Sundaram Alliance Insurance Co. Ltd. 10. TATA AIG General Insurance Co. Limited 11. Cholamandalam General Insurance Co. Ltd. 12. Export Credit Guarantee Corporation 13. HDFC Chubb General Insurance Co. Ltd. REINSURER 1. General Insurance Corporation of India
www.bajajallianz.co.in www.icicilombard.com www.itgi.co.in www.ril.com www.royalsun.com
www.tata-aig.com www.cholainsurance.com
www.ecgcindia.com
www.gicindia.com
PROTECTION OF THE INTEREST OF POLICY HOLDERS
IRDA has the responsibility of protecti8ng the interest of insurance policyholders. Towards achieving this objective, the Authority has taken the following steps:• IRDA has notified Protection of Policyholders Interest Regulations 2001 to provide fro: policy proposal documents in easily understandable language; claims procedure in both life and non-life; setting up of grievance redressal machinery; speedy settlement of claims; and policyholder’s servicing. The Regulation also provides for payment of interest by insurers for the delay in settlement of claim. • The insurers are required to maintain solvency margins so that they are in a position to meet their obligations towards policyholders with regard to payment of claims.
•
It is obligatory on the part of the insurance companies to disclose Cleary the benefits, terms and conditions under the policy. The advertisements issued by the insurers should not mislead the insuring public.
•
The authority takes up with the insurers any complaint received from the policyholders in connection with services provided by them under the insurance contract.
Chapter III
RESEARCH METHODOLOGY
RESEARCH METHODOLOGY-AN OVERVIEW
A systematic Research reduces the uncertainly in the decision making process management. Properly conducted marketing research is an indispensable tool for top mgt. in marketing decision. Marketing Research is defined as systematic design, collection analysis and reporting of data and findings relevant to a specific marketing situation facing the company. In order to conduct a useful and objective marketing research. A research methodology has to be adopted, became only then the studies conducted can be properly elaborated & commented up. So, I have to conduct Research in fur sub groups. Sample design Data Collection Method Data Analysis
1. Sample Design
In the SAMPLING PLAN the basic and important question is WHO IS TO BE SURVEYED? Since it is not possible to question every Person in the market, the only one of the best alternative is to resort to SAMPLING TEACHNIQUE and is also true for the present study as well. I was conducting RANDOM SURVEY. A. B. SAMPLE SIZE=90 SAMPLING TECHNIQUE=Convenience Sampling
2. Data Collection Method
After the sample has been selected, next step is to collect data, which is vital step since the accuracy of data collected defends upon the DATA COLLECTION METHOD. So, I have chosen two types of Data Collection Method. There are: Primary Data Secondary Data
For the purpose of the study, primary data is collected by direct personal interview and in the secondary data; I collect Data from the magazines, internet & etc.
Data Analysis
After the data collection it is time for Data Tabulation. The data is tabulated properly so as to interpret it with a view to arrive at logical and meaningful comprehensible. One of the important feature of this study is the to recruit the Financial Consultant. So, I make use of charts, tables etc with a view to present data punctually, precisely and to make the study more interesting and early comprehensible.
Objective of the Study
To know what the people think about the Financial Consultant in the insurance To know about the views of people regarding various in insurance companies. To know the main consideration of the people while joining as the Financial
sector.
Consultant. To study the Recruitment Procedure for the appointment of Financial Consultant. To study the recruitment policy and practices of HDFC Standard life Insurance. To study recruit process of insurance agents.
Chapter IV
HDFC-SLIC
HDFC
STANDARD
LIFE
INSURANCE
HOUSING
DEVELOPMENT
FINANCE CORPORATION LIMITED (HDFC) INTRODUCTION
Founded in 1977, HDFC is today the market leader in housing finance in India and has extended financial assistance to more than 15 lakh homes. HDFC has more than 110 offices in India presently. It also one international office in Dubai and 3 Service Associates in Kuwait, Qatar, and the Sultanate of Oman. HDFC’s asset base amounts to over Rs. 28,000 crores. Its financial strength is reflected in highest safety ratings of ‘FAAA’ and ‘MAAA’ awarded by CRISIL and ICRA—two of India’s leading credit rating agencies—respectively, for the last 6 years consequently. It has a depositor base of over 11 lakh customers and a deposit agent’s force of over 46,000 of the total deposits, 73% are sourced from individual and trust depositors, Which demonstrates the tremendous confidence that retail investors have in the company. Being an institution that is strongly committed to the highest standards of quality and excellence, HDFC has won several accolades in the past few years such as “Ramakrishna Bajaj National Quality Award” for the year 1999.
INTRODUCTION TO HDFC STANDARD LIFE INSURANCE CO. LTD.
THE HDFC GROUP HDFC commenced operations as a mortgage bank; it raised large wholesale resources (domestic and international) and lent primarily to individual households. In mid 1991, HDFC entered the retail deposit market by offering savings and investment opportunities to households. Incorporated in 1977 with a share capital of Rs. 10 Crores, HDFC has since emerged as the largest residential mortgage finance institution in the country. The corporation has had a series of share issues raising its capital to Rs. 120 Crores. The net worth of the corporation is Rs. 28,000 Crores.
SUBSIDIARY COMPANIES: HDFC STANDARD LIFE INSURANCE
HDFC Standard Life Insurance Company is a joint venture between India’s largest housing finance provider, HDFC, and the Europe’s largest mutual life assurance company, the Standard Life Assurance Company (U.K.).
HDFC DEVELOPERS LIMITED
HDFC promoted a wholly owned subsidiary company; HDFC Developers Limited, to undertake housing projects on a selected basis in various regions of the country. HDFC Developers Limited has also undertaken a number of projects for the office premises of the corporation. It is also being engages as a consultant to a number of residential and commercial projects.
HDFC Investments Limited
HDFC promoted a wholly owned subsidiary company; HDFC Investments Limited (HIL), to undertake investments in stocks, shares, debentures, and other securities. The Reserve Bank of India under the category of investment Company has registered HIL as a Non-Banking Insurance Company (NBFC). HIL was set-up with an intention of being the investment arm of HDFC. HDFC Realty Limited HDFC Holding Limited HDFC Asset Management Company Limited HDFC Trustee Company Limited HDFC Finance Limited
ASSOCIATES COMPANIES
HDFC has broadened its service range by entering into strategic associations with some of the best organizations, both Indian and international, which include: HDFC Bank Limited: Initially promoted in strategic alliance with NatWest Group, UK. With NatWest diversting it’s holding. HDFC Bank has signed a MoU for strategic business collaboration with the Chase Manhattan Bank. Chase Capital Partners through their various investment funds in India have acquired 15% in HDFC Bank. The Housing Developing Finance Corporation and HDFC Bank have promoted HDFC Infrastructure Leasing and Financial Services Limited: Co-promoted jointly with the Unit Maruti Countrywide Auto Financial Service Limited: In Alliance with Maruti Udjog Limited Colliers Jardine India Property Service Limited: Co-promoted jointly with infrastructure SECURITIES LIMITED. HDFC Securities has already acquired BSE and NSE membership. Trust of India and Central Bank of India. and GE Capital India Limited. leasing and Financial Services Limited and Colliers Jardine Asia Pacific Limited.
GRUH Finance Limited: Established with support from the international Finance SBI Home Finance Limited: Co-promoted jointly with SBI Capital Markets Limited. Can Fin Homes Limited: Co-promoted jointly with Canara Bank and Asian Development GIC Housing Finance Limited: Co-promoted jointly with the General Insurance Corporation.
Corporation, the Aga Khan Fund for Economic Development and Government of Gujarat.
Bank.
HDFC Standard Life Insurance Company Locations
STANDARD LIFE ASSURANCE COMPANY
History The Standard Life Assurance Company ("Standard Life") was established in 1825 and the first Standard Life Assurance Company Act was passed by Parliament in 1832. Standard Life was reincorporated as a mutual assurance company in 1925. The Standard Life group originally operated only through branches or agencies of the mutual company in the United Kingdom and certain other countries. Its Canadian branch was founded in 1833 and its Irish operations in 1838. This largely remained the structure of the group until 1996, when it opened a branch in Frankfurt, Germany with the aim of exporting its UK life assurance and pensions operating model to capitalize on the opportunities presented by EC Directive 92/96/EEC (the “Third Life Directive”) and offer a product range in that market with features which local providers were unable to offer. In the 1990s, the group also sought to diversify its operations into areas which complemented its core life assurance and pensions business, with the intention of positioning itself as a broad range financial services provider.
Structure of Standard Life policy The following is a simplified structure diagram Standard Life plc owns all of the businesses and companies in the group. Standard Life plc is a holding company which is owned by its shareholders (including those Eligible Members who received and retained shares received as a result of demutualization).
Structure
STANDARD LIFE POLICY STANDARD LIFE ASSURANCE
STANDARD LIFE
STANDARD LIFE INVESTMENT FUNDS
STANDARD LIFE BANK
STANDARD LIFE SERVICE COMPANY
STANDARD LIFE CANADA
STANDARD LIFE POLICY STANDARD LIFE ASSURANCE
STANDARD LIFE
STANDARD LIFE INVESTMENT FUNDS
STANDARD LIFE BANK
STANDARD LIFE SERVICE COMPANY
STANDARD LIFE CANADA
CHINESE JOINT VENTURE INTERESTS
STANDARD LIFE HEALTHCARE
STANDARD LIFE INVESTMENTS
INDIAN JOINT VENTURE INTERESTS
Incorporation of HDFC standard Life Insurance Company Limited
The company was incorporated on 14th August 2000 under the name of the HDFC Standard Life Insurance Company Limited. On the 23rd of October 2000, HDFC Standard Life was the only life company to be granted a certificate of registration. HDFC are the main shareholders in HDFC Standard Life, with 81.4%, while Standard Life owns 18.6. Given Standard Life’s exiting investment in the HDFC Group, this is the maximum investment allowed under current regulations.
HFDC Standard Life Insurance Company’s Profile
Incorporated in 1977 with a share capital of Rs. 10 Crores. HDFC has since emerged as the largest residential mortgage finance institution in the country. The net worth of the corporation is Rs. 28,000 Crores, HDFC manager’s assets. Standard Life is Europe’s largest mutual life insurance company and specializes in a wide range of other services like health care. Pension and annuities market with a global presence. The company has Assets under management at US$ 119 billion.
ROLE OF AN INSURANCE AGENT INTRODUCTION
Insurance companies may designate their agent as consultants, advisors or by any other name. A person requires license under Insurance Act to be able to functions as an insurance agent. An insurance agent is an important component of distribution channel for life insurance business. He is required to solicit and procure new insurance business in a manner consistent with interests of the policyholders and his insurance company. To achieve this, he is required: Meet prospect, analyze their financial needs, and persuade them to buy a product, which provides solution.
Arrange completion of all essential requirement for the underwriter viz. filling of proposal form, collection of premium, medical examination, age proof of income (if required) or other medical reports. After the proposal results into a policy, it is the interest of the life assured, the agent and the insurer that the business is conserved and it continues, without a lapse, till it result in to a claim. Therefore, the agent has to: Remain in contact with the policyholders and ensure that renewal premiums are paid on time. Take care that Provides help to nomination is made under the policy and is changed under circumstances. to claim settlement. The agent has also to assist the policyholder in situation like – the policyholder needs loan under the policy or wants to make an assignment. Providing services such as these help the agent in strengthening bonds of relationship with the policyholders. the claimants to complete necessary forms and comply with other requirements relating
Appointment of Financial Consultant
1. 2. hereby appoints the Agent as Financial Consultant of the Company. 3. To the extent not provided herein, the appointment of the financial consultant shall be governed by the provisions of the Applicable Law as govern the appointment and functioning of insurance agents. 4. The Financial Consultant shall at all times fulfill the minimum performance requirements in terms of new business, premium income, number of proposals, number of lives insured or on any other relevant count stipulated by the Company from time to time. (Hereinafter to as the “Minimum Performance Requirements”). It shall be opened to the Company to This Agreement The Company shall come into force on the date of the license to act an insurance agent.
stipules the minimum Performance Requirements or a specified period or period or to specify the Insurance Product or Products which the Financial Consultant Shall solicit and procure or the Company. 5. With prejudice to the generality of the application of the provisions Applicable Law, the Financial Consultant shall scrupulously follow, adhere to and comply with the code to conduct prescribed by the Insurance Regulatory and Development Authority (Licensing to Insurance Agents) Regulations, 2000(hereinafter referred to as the “Code of conduct”) as through the said Code of Conduct has been set out in and forms part of this agreement. a. The Financial
Consultant shall not allow offer to allow, either directly or indirectly, as an inducement, to a prospect or a policyholder, to take out or renew or continue a policy, any rebate to the premium payable under the policy or to the commissions payable to him; nor shall be offered any other rates, advantages, terms or conditions than those offered by the company. b. The Financial Consultant shall be wholly responsible for the accuracy, truthfulness and completeness of the information furnished in the Agent’s Confidential Report submitted by him with the proposal or otherwise made available to the company. c. The Financial Consultant shall, promptly and in any Caesar not later than the times stipulated by the company in that behalf transmit to the concerned office of the company all proposals for the insurance and all other document procured or received by or called for from him. d. The Financial Consultant shall not accept any money, in case, demand draft or in any other manner, from a prospect or a policyholder in relation to a proposal for insurance or under a policy or revival a policy and in all cases of tender of any money by 3 prospect or a policyholder direct him to the appropriate office of the Company for payment or advise him of the permissible modes of payment of the company. Without prejudice to the
provisions of any other clause in this Agreement providing for indemnified during the period this Agreement is in force and at any time thereafter or not, of the provisions of this clause. e. The Financial Consultant shall attend all meetings, conferences and briefings conducted by or on behalf of the company to acquaint the sales force with the Insurance Products, business plans and policies to the company to acquaint the sales force with the insurance Products, business plans and policies to the Company and any other matter of relevance to them of which reasonable notice has been given to the Financial Consultant. f. Where the Financial Consultant intends to bring out or publish any material in any form or through any medium, concerning the company, its business or its Financial Consultant shall obtain prior written approval of the company. Further, he shall observe and comply with the provisions of the Insurance Regulatory and Development Authority (Insurance Advertisements and Disclosure) Regulations, 2000. g. The Financial Consultant shall solicit and procure life insurance business for the company and discharge his obligations under this Agreement in accordance with the Company’s corporate objectives with particular regard to the Company’s image and standing in the industry and in the community. h. The Financial Consultant shall observe, follow and comply with all the directions and instructions given by the company from time to time, either generally or with particular reference to the Financial Consultant. i. The Financial Consultant shall familiarize himself with the applicable law as in force from time to time and which has a bearing on the obligations as an insurance agent; provided that in the event of any change in the Applicable Law resulting in a dilution or abrogation of his obligations under this Agreement, to the extent not provided otherwise, the Financial Consultant shall continue to be bound by the obligations as were existent prior to such changes, unless expressly approved in writing by the company.
PREREQUISITES FOR SUCCESS
An agent has to be familiar with the following so that he may perform his role well. • Various plans offered by his manner, their benefits and restrictions. • Office procedures for various matter as also the forms and documents required An insurance agent is an agent of the prospect also. At time the prospect requires advice on certain matter from a person whom he considers knowledgeable and whom he can trust. To; come up to the expectation of his prospects, the agent must be familiar with the:• Other Financial instruments, suitable for savings and investment, available in the market and their benefits and advantages. • Law, particulars, the taxations aspects relating to these instruments. As many instruments are available in the market, it is difficult for the agent to master the details of all. If an agent, who does not have the necessary knowledge, gives answers on the basis of guesswork or hearsay, it will be non-professional. It is a better course if the agent admits that he does not have a ready answer and would come with complete detail the next day.
SELLING LIFE INSURANCE
First step is to prepare a regularly growing list of prospects. A prospect is a person who can be approached for insurance ‘Prospecting’ is the process of finding more and more potential customers (i.e. prospectus).
Sources of Prospecting are: Friends, acquaintances, neighbors etc. Newspapers, bulletins, directories etc. Social, official and religious meeting etc.
Other Specific Sources are: Nests: Business houses, factories, schools, hotels, colleges, offices etc. Centers of Influence: Leaders, elders, teachers, Panchayat members, professional, astrologers etc. Referred Lead: Through existing customers—a chain
Orphaned policyholders Claimants: Helps in settling claims. Cold Canvassing: Finding prospects amongst strangers. Next step for the agent is to ‘quality’ these names. A qualified “PROSPECT” is one who a. has a need for insurance b. has a capacity to pay c. is approachable and d. is acceptable to insurer (i.e. has an insurability) Getting this information is called “Qualifying”. A qualified prospectus is the target person for insurance sales. The salesman should try to collect as much information as possible about family, income, interest, hobbies etc of the prospect. It is necessary to keep a record of this information. It is called inventory of prospectus. He should also formulate the types of plans to be offered. After prospectus is ‘qualified’ the salesman meets him. A sales takes place when a prospect buys a product. In between this simple transaction, the salesman has to take along the prospectus with through the well-defined steps, which are not separate and exclusive but blended into one integrated process. There are no hared and fast rules in blending these steps together at various stages to obtain the desired results. These steps are: Pre-approach Interview / approach Approach Objections
PRE-APPROACH
Pre-approach is what a salesman does between the time a prospect is chosen and the time he meets him in person. A. Preparation is needed as to What to offered When and where to meet Whether a reference is required
B.
For the above preparation basic information if income, health, habits, family
history, interest, saving capacity, etc of the prospect will be required. This information will have to be gathered from different source. A personal call on the prospect may also be requires to persuade him in taking a positive decision. C. This will help him have fruitful talk. It also enables them to come to the quickly without waste of time. Preparing a presentation is the best line of action. It helps make an organized discussion. D. As proposal for insurance has not yet been made, ‘pre-approach’ call should be used for suggesting proposals unless the discussion develops further and leads to the agent completing the proposals paper and collecting cheque. E. Brief letter or cards can be sent for introducing oneself and informing to call in a short time. This will lead to creating a congenial atmosphere. In order to make the approach more effective, the salesman should have some key words in mind for opening sentences. F. It is also necessary to keep all the requirements ready for effecting a sale. You should have your tools –all the relevant forms, calculations, charts, pamphlets, brochures etc. – ready to strike when the iron is hot. G. It is advisable to make a written proposal which has the following advantages: • • • • H. Neither the agent nor the proposal misses any detail More lasting impression is created Prospect can take his own time to understand it. Once can stop at any point, clarify it and continue the discussion thereafter without losing the track. When you visit a prospect, you should look your best, wearing a smile.
INTERVIEW APPROACH
This is a stage when the salesman and the prospect are face to face. There is direct interaction between the two. Inform the prospect that you are calling on him for life insurance – there is no need to feel hesitant or defensive. The agent should carry a firm conviction in his mind that insurance provides financial security to the prospect and his family. The agent must have
rehearsed well so as to start his talk in a manner that arouses interest otherwise no attention will be paid to his proposals. In order to have a favorable hearing and his acceptability, the salesman should give due consideration to: • The time of approach/ interview The Place and the method of greeting The importance of the selected time and place lies in the fact where the prospect does not resent presence of the salesman. The prospect is not preoccupied and he is not disturbed. Generally, meeting in office, or certain morning and evening hours at home are not likely by the prospects. As such it sis always advisable to fix the time and place at pre-approach stage. • A single interview is not likely to bring he desired result. Sometimes the home work done at pre-approach stage may prove to be different from he actual situation. This being the first contact, at least a favorable impression should be created in the mind of the prospect. • If the prospect is a referred lead, a direct reference of the reference can be made and it can be made clear you sell insurance. (Such reference can result in endless chain.) • During interviews a sales story can be more effective because it conveys the idea and information necessary to arouse prospect’s interest in a short time. A planned and duly rehearsed presentation with proper sequence of ideas is vital in the art of persuasion. The purpose of selling interview is to enhance the interest in the plan of insurance. The next step is to: a. b. c. Uncover the need Emphasize upon the need and Accentuate the need
It is here that stories can AROUSE THE CURIOSITY of the prospect.
Approach
It means the presence of the salesman with prospect at a convenient place and appointed time so that the two can talk freely.
A.
The agent should follow some rules during the
interview such as:• Talk to the point- do not talk more than necessary • Make conversion interactive – ask question that make the prospect talk • Arouse curiosity in the mind of the prospect so tat he asks questions • For their clarifications • Listen to the prospect carefully • Do not interrupt, contradict or argue • Make the talk interesting through pictorial presentation • Agent’s advice should be in the best interest of the prospect – it should not be in the interest of the agent.
B.
When the talks begins and the interview starts
A well prepared presentation is quite useful and true life stories relating to what insurance has done are more effective. These arouse the curiosity and interest of the prospect and help him arrived at the decision. The sequence is which ideas are presented is very significant in the art of persuasion. Take care, that is not only you who is interviewing the prospect but vice-versa, it is also true. You have to be ready with all the answers that can satisfy the prospect. It is the interview that is being sold. If you are able to sell the interviews that is being sold. If you are able to sell the interview which also means selling yourself ‘CLOSE OF THE SALE’ is very close. Planned presentation also covers inquire about the earliest insurance and or other saving plans. While appreciating this, the salesman should be able to find snags in such programmes and make the prospect to realize the need for its cover up. Then the
presence is plan and shows how it can fully meet such needs. And finally it is accepted by the prospect.
OBJECTION
These will arise during the course of interview. These can be considered as resistance to buy, or the steps towards convincing the prospect or symptoms of the real cause for not buying which has to be uncovered. When the prospect has been qualified, it is the duty of the salesman to remove the dust of objections, on the thoughts of the prospects to give him clarity. Objection denotes the fact that the prospect is not fully convinced as to buy insurance. Almost every insured person has risen on or more objections in the beginning. The salesman’s attitude has to be that if this man is not given insurance at present, he will regret this decision in future. He has to take it as a mission to provide insurance cover to all such qualified prospectus. Objections give an opportunity to salesman to know as to how the prospectus think; and handling of the objection help him improve his skills and confidence I himself. • So we can say that objection come naturally in the way of sales process and it is the persuasive skill and apt handling by the salesman that gives positive results. • However, if there is a tough prospect and it is getting hard to crack, it is best to conclude keeping the doors open for the future approach. Following objections: Agree with the prospect: Do not contradict him if you want him to listen to you. Restate the objection: He fill feel that you have understood him properly. It Introduce a new though: which interest him and appeals to him and helps him principles should be observed while dealing with
This way he will feel relaxed. conveys respect to him and makes him happier. move away from the earlier thought of objection to new thought of acceptance.
There are scores of objections relating to need, belief, health, another earning member, value of future returns, leaving everything to God, Financial hardships etc. the varieties of such objections fall in following three categories:1. FANCIED BUT NOT REAL For example: ‘Premium is high’, ‘Claims are not paid’, and ‘Religion does not permit’. These are based on super-ficial beliefs, and can be met with repeating the presentation process and emphasizing the need and playing upon the emotions of fear of consequence; it is the skill in the salesmanship that works here. 2. STRONGER THAN FAMCIED BUT NOT QUITE REAL: Examples are “I cannot afford”, “Loss will not occur”, “My wife can support the family”. Most of the objections fall under this category. Here the prospectus sure of what he is saying. He has to be encouraged to talk. He has to be brought out of himself. Be a good listener and try to cover more and more topics. Find out which topic has made him emotional. Catch him here without letting him feel that he has been trapped. This makes you work easily. 3. THE REAL ONES: These are mainly:i. ii. Absence of need. Inability to pay. In such cases do not persist. Leave them alone for the time being.
Catch up with them if future the condition changes for the goods. CLOSE It is stage, which is arrived at when the prospect makes a decision to buy. The process needs motivation, the psyche of the prospect has to be shaken so as to arouse his emotions to act.
The Principles of closing efforts are: 1. Make it hart not buy:
i. Bring forth and increase the intensity of the need of the prospect.
ii. iii.
Relate such stories and events that have proved calamitous in the absence of Rouse the emotions, particularly of love and affection and of fear.
insurance.
2.
Make it easy to buy:
i. ii. iii. iv. v. Cost of the suggested plan within the capacity bof the prospect including easy Working out daily premium and comparing it with the benefits. Synchronizing premium payment with income period of specific classes i.e. By explaining policy clauses, which speak of loans etc for some urgent but, By arranging medical at the convenience of the propose. installments
farmer, worker’s ex-gratia. temporary needs.
3.
Ask for a decision
a) By asking for some information such as date of birth, nominee’s name etc. or cost of assets etc. b) By suggesting medical examination or inspection of the assets.
SERVICE It is the stage, which comes after the purchase has been made by the prefect. Now the prospect has become the customer. He is carrying the belief that the product he has purchased will give him the promised satisfaction. It is the duty of the salesman to check, if the customer’s experience endorses these beliefs. If so, then the salesman’s image and integrity improves in the eyes of the customer. Insurance is an intangible product. It is not like TV or refrigerator or any other tangible product which, if they do not perform satisfactorily, can be changed. Insurance promises to perform only at the critical
event. If the product fails to fulfill its objective at the proper time, the credibility and integrity of the salesman suffer seriously. Life insurance is a long term contract and the sales person should keep proper record of all insured persons. He should visit then whenever the next premium falls due and help them for its regular deposits. Change in nomination, address etc. should be got done promptly. In case of financial difficulties he can help in obtaining loan.
Keeping in touch is the ‘MANTRA’. This rekindles faith in the mind of the insured. Such visit is always welcome. Even if the policy has not been sold by the salesman, it can be checked and serviced by him. Such an act will not only open the doors of the customer wider for the salesman but will also help him getting good leads also. But in some cases errors can occur. Here are some reasons why and insurance contract may fail to e perform as expected: a) 1. 2. 1. 2. Failure on part of the policyholder to fulfill the obligation on his part before the Non-payment of premium Non-submission of age-proof etc. Nomination Assignment etc. happening of the event, e.g.
b) Failure in arranging for proof of title such as:
In such case, some legal requirements arise and disputes may also come up between the claimants. This causes in-ordinate delay in claim settlement. A good salesman does not allow the title for claim to remain open or vague. c) Sometimes company’s records show some defects although the policyholder has fulfilled all requirements. The salesman should check the office records and if any minor defects are found, these should be corrected in time. His concern about the customer as well as towards the company will enhanced his image both in the eyes of customers and office. d) In insurance we have read about the principle of ‘Utmost Good Faith’ and of the parties being ‘Ad-Idem’ i.e. of the same mind. Sometimes the information given at the time of insurance if
found to be materially different from the actual position after the claim arises. These facts are normally related to health or personal history of the life assured. Such a situation cannot be corrected retrospectively and there is every likelihood of the claim being denied due to suppression of a fact material to the assessment of risk. Such difference of statement of facts attracts warranty resulting in the denial of the claim or a payment of some ex-gratia amount on humanitarian ground. e) Service call is like periodic check up so a s to remove any defect and is always welcome. A contact with the policy holder means reviewing of: Any change in circumstances Whether any further insurance is required. The obligations under the policy are being fulfilled. Renewal receipt are being obtained in time and Nomination, assignment or any changed in address are in order.
During a service call it becomes very easy to sell other insurance if there is an occasion for it. All the other stages of the selling process do not have any meaning with a satisfied customer. Wherever a new product is purchased by a person, the close circle friends of the customer give their own opinions and comments favorable or otherwise about it. Some such opinion can create doubts in his mind. During the service call the salesman can become aware of such doubts. He can use this opportunity by speaking about the purpose for which this purchase was made. Such a discussion will strengthen the ties between them. • It reassures the customer that for any dealing with the office, a dependable person is always with them. Ultimately, good servicing in recommending his friends to the salesman whom the latter can approach easily for insurance. • The continuity of such referred leads 4results into a beneficial cycle. The prospects list grows – more prospects, more business, more service, more prospects and the cycle goes on. • Such customer generally value service and they do not ask for rebates. This gives the salesman a differential competitive advantage. Good service fosters strong which
are difficult to break by any other salesman. His status in the market rises and resistance reduces. ETHICAL BEHAVIOUR Recent happening have put a question mark on the prosperities in business. Top companies of the world were found cheating through false accounts and dishonest audit certification. Bank funds have been misused. Officials have used authority for their personal benefit. People, whom the community has trusted to do their tasks-has belied them. People trust insurance agent. Policy holders hand over their small savings to insurers and trust that funds will be made available to them or to their dependents in their later year. Propriety and ethics are at the root of the business of insurance. Unethical behavior of an agent involves placing his own personal interest above the interest of his prospects. Code of conduct for Agent is laid down by IRDA in Agent’s regulations. It contains many clauses. Compliance with all these clauses will be automatic if the agent keeps interest of the prospect uppermost in his mind. Problems come up when agent gives more attention to the commission that would get from the policy rather than the benefits to the prospects. Some agent feel that they are doing a service to the policyholders in getting insurance cover by advising them not to reveal certain adverse information in the proposal form for fear of the underwriter calling additional requirements. In fact they are doing harm to hi. If there is an early claim, it may be repudiated by the insurer. Prospect’s family will be the loser. Stories may circulate that the insurance companies do not pay claims. Given below are a few situations some of the characteristics of a good ethical behavior of an agent: Placing client’s interest uppermost in his mind. All personal and business information pertaining to the client mentioned by him in the To disclose all fact – benefits and restrictions – to the client to enable him to make the
proposal form, to be kept secret. decision after getting full information.
Ideas to motivate good candidate to become insurance salesman
1. The pitch to be taken for prospective FCs
The typical reasons for opposition / reluctance form prospective FCs is: They look down upon becoming “commission-based” wage-earners. The points that were thrown up that could effectively tackle this resistance were:
I. II. III. IV. V. VI.
This is one of the few professions where the employee gets to choose his own timings for working This is one of the few professions where the employee gets to choose the customers which he wishes to serve. This is one of the few professions where there is unlimited opportunity to earnthere is no upper limit. This is the only profession where there are definite benefits derived for today’s work for the next 10-40 years. This is the only profession which gives up to 40% gross margin without any capital investment in the business. This is a profession which bestows upon the person the status of an “expert” – hence he can derive satisfaction form the fact that hundreds of people actually benefit form his advice, thereby generating tremendous goodwill.
2. Alternate channel for prospective good Insurance Salesman
There would still be good people out there who do not agree to become commission-based FCs. The solution here could be to set up an in-house distribution subsidiary which • • will have contract-based employees working full time on their rolls these employees will draw a package which will have a fixed component (salary/
stipend/fixed allowance) and a variable component linked to each proposal (commission – e.g. half that of an FC) • There would need to be clear exit clauses over time to ensure that the company does not end up endlessly investing in unproductive resources.
• 3.
There could be an option where these employees over time build confidence and
move to the fully –variable FC model
Make efforts to get this vocation public recognition and
approval
This could be done enough Presentations to opinion leaders – club members/ residential placements consultants Generating positive endorsements by opinion leaders about this vocation societies/
ALTERNATIVE CONSULTANTS BACKGROUND
IDEAS
TO
RECRUIT
GOOD
FINANCIAL
This idea was chosen as it uppermost on most of the BM’s minds as one of the most important issues concerning their jobs at work. At most of the branches, the traditional routes of recruiting FC’s (Advertising in mainline newspapers and scouting for FCs through traditional databases like CAS, Stock Exchanges, Post Offices, etc., are dying up.
Problems faced by the BM were
Not able to enough good FCs through these traditional routes/ in these traditional segments. up commission-based jobs.) The objective of the exercise was to throw up new ideas which could then be implemented if found useful. Difficult to excite/ motivate good FCs to join us when they find them (as good candidates reluctant to take
USEFUL IDEAS THROWN UP
I.
Alternative Consultants
routes
to
locate
prospective
Financial
I.A Targeting New segments for prospective FCs
The new segments that the brainstorming session threw up were:i. Members of multilevel Marketing chains (Amway’s, Modicare, Tupperware, Aviance, etc.)They have good contact bases. ii. Secretaries/Chairmen of Housing Societies- these are local opinion leaders. iii. Secretaries/Chairmen of local community groups- these are local opinion leaders iv. Accounts/HR/Purchase personnel in companies-these are opinion leaders/ in-house tax experts v. Ration Shop/Karyana Shops merchants-these are local opinion leaders vi. Partners/Employees of DSAs/DMAs-they have good contract bases. vii. Placement Consultants-they have good database viii. Leading Members of Clubs like Rotary, Lions, Jaycee, etc.—local opinion leaders. ix. Leading members of trade unions—opinion leaders x. Student leaders in Universities—opinion leaders xi. Medical representatives—they have good contact bases xii. Socially—active Housewives(located through mahilla samitis/kitty parties)—opinion leaders, have good contact bases xiii. Family members of employees in the IT department—opinion leaders xiv. STD booth owners—have good contact bases xv. Employees in telecom companies—good contact bases xvi. Hoteliers/Caterers –good contact bases xvii. LPG dealers – good contact bases xviii. Bank tellers—good contact bases xix. Doctors—opinion leaders, good contact bases xx. Company employees—brand ambassadors/exerts
xxi. People in Financial trouble (locate NPAs of housing loan companies)—alternate vocation for these people xxii. Relatives of Sarpanches/-Gram Sewaks/Agri Samiti Members (for rural FCs)—local opinion leaders. xxiii. Members of NGOs/ Social activists (for rural FCs –local opinion leaders have good contact bases. xxiv. Sales staff/distributors of Fertilizer companies (for rural FCs) have good contacts bases. xxv. Family members of postal staff (for rural FCs)—local opinion leaders. I.B
Product specific FCs
Our current FC is a “general” expert, who needs to satisfy over time the needs of an 18 year old to 60 years old. This could be one of the barriers in locating good FCs. An interesting thought that came up is that we could have FCs who is specialized in product lines and these FCs could have different profiles. FCs who specialize in selling Pensions i. ii. A person who sells deposits/Postal Products has conduct base in the older age group iii. employees in co-operative banks (which give higher FD rates for senior citizens) FCs who specializes in selling LCTA/Term i. ii. iii. a person who sells liabilities/home loans real estate agents/employees in real estate firms has a contact base in the younger age group
FCs who specializes in selling SPWL i. ii. iii. A person who sells other investment products like mutual funds, etc. stock brokers/ sub-brokers Has an investment – savvy contact base.
I.C Referral Programmes i. ii. Incentives FC get FCs programmes. Incentives Employee get FC Programmes iii. Incentives “other brand ambassador (like group company customers)” get FC programme I.D i. ii.
Education programmes
“Every family/society should have an Insurance Expert”—Using forums like GBMs of residential societies to propagate this idea “Every company should have an insurance expert” – Using forums like cafeterias/canteens of companies to propagate this idea
2. Ideas to motivate good candidates to become Insurance salesman
2. A the pitch to be taken for prospective FCs The typical reasons for opposition/reluctance from prospective FCs are: i. ii. They look down upon becoming “commission-based” wage-earners They think a job means-being a full-time employee on the rolls of a
company-hence a less lucrative offer but which has the “security” of being on the rolls attracts them more iii. Insurance selling is difficult.
The points that were thrown up that could effectively tackle this resistance were 1. 2. This is one of the few professions where the employee gets to choose his own This is one of the few professions where the employee gets to choose the timings for working. customers which he wishes to serve.
3. 4. 5. 6.
This is one of the few professions where there is unlimited opportunity to earn. This is the ONLY profession which gives up to 40% gross margin without any This is the ONLY profession where there are definite benefits derived for today’s This is a profession which bestows upon the person the status of an “expert” –hence
There is no upper limit. capital investment in the business. work for the next 10-40years. he can derive satisfaction from the fact that hundreds of people actually benefit from his advice, thereby generating tremendous goodwill. 2. B
Alternative channel for prospective good Insurance
Salesman
There would still be good people out there who do not agree to become commission-based FCs. The solution here could be to set up an in-house distribution subsidiary which will have contract-based employees working full time on their rolls these employees will draw a package which will have a fixed component( salary/stipend/fixed allowance) and a variable component linked to each proposal(commission-eg.half that of an FC) There would need to be clear exit clauses over time to ensure that the company does not end up endlessly investing in unproductive resource. There could be an option where these employees over time build confidence and move to the fully-variable FC model. 2.C Make efforts to get this vocation public recognition and
approval.
This could be done through i. ii. Presentations to opinion leaders-club members/residential societies/placement Generating positive endorsements by opinion leaders about this vocation. consultants.
ADVISOR ROLE To provide ongoing Financial advice for his/her clients: Identify future clients:
• Making appointments • Conduct Financial review meetings with prospects/ clients • Close sale • Get referrals • Provide service to clients
Follows internal sales and reporting system WORKING ENVIRNOMENT
• To be part of world class sales team • Work form your own office and residence • Work fulltime and part time • Earn commission, bonus & incentives • No upper limits on earnings
YOUR OPPORTUNITY
• No start up capital required • Flexible working environment • Be your own boss • Unlimited earning potential • To be part of world class team
YOUR POSSESS
• Confidence
• Self motivation • Persuasion • Urge to be financially independent • Relationship skills
THE SUPPORT PACKAGE TO MAKE YOU A SUCCESSFUL ADVISOR
Attractive Attractive Payments & & Payments
Strong Strong Reputation Reputation
We are We are partners inin partners your growth your growth and and prosperity prosperity
Superior Superior Products Products
High Quality High Quality
Management Management
Support Support
Extensive Extensive Training Training Excellent Excellent Customer Customer Service Service
‘CERTIFIED Financial Consultant’ –A CAREER IN INSURANCE COMPANY LIMITED Chosen to be a Financial Consultant with HDFC Standard Life Insurance Company Limited
HDFC Standard Life Insurance Company Limited is a joint venture between HDFC, India’s largest housing financial institution and Standard Life Assurance Company, Europe’s largest mutual life company. HDFC and Standard Life are Companies with tremendous financial strength as endorsed by credit rating agencies. Both enjoy an excellent reputation in terms of goodwill and efficient customer service. Sales training imparted to our consultants will be based on the finest international practices. HDFC manages Rs. 21450 crores in assets and Standard Life manages US$121 billion in assets. Both the promoters are well known for their ethical dealings, their Financial strength and their commitment to be a long term player in the life insurance industry—all important factors to consider when choosing your insurer
Agents as Certified Financial Consultant
People associate agents as middle-men, between the customer and the company. We see our representatives as much more than this. We see our representatives as professional and skilled advisors who are able to recommend the best solutions based upon the individual customer’s needs. Furthermore, with the imminent entry of new players and products in the market, we believe products will become more complex, and customer expectations of financial advisors will increase. The need for a consultant who will provide a customer-centric solution in insurance is inevitable. Given this environment we believe that the successful advisor/agents will have to assume the responsibility of a “Certified Financial Consultant”. The title Consultant therefore reflects the image we wish to develop and advocate in the market.
Role in HDFC SL ‘Certified Financial Consultant
He/she would analyze the customers’ financial requirements and recommend appropriate life insurance and pension solution, so that the customer is able to meet his/her Financial objectives in the most optimum manner. He/she shall provide support to customers on an ongoing basis.
Making a Financial Consultant
The company would support you by providing the required training and regular coaching. We also provide information in the form of sales aids etc. so that you are able to provide the best service to customers. One of the principal responsibilities of our Business Development Manager (BDM) is to insure that each Financial Consultant is supported at all times.
Career with HDFC SLIC as a Certified Financial Consultant
This is one of the few professions where the employee gets to choose his own timings for working. This is one of the few professions where the employee gets to choose the customers which he wishes to serve. This is one of the few professions where there is unlimited opportunity to earn—there is no upper limit. This is only profession where there are definite benefits derived for today’s work for the next 10-40 years. This is only profession which gives up to 40% gross margin without any capital investment in the business. This is a profession which bestows upon the person the status of an “expert” –hence he can derive satisfaction from the fact that hundreds of people actually benefit from his advice, thereby generating tremendous goodwill.
Pre-recruitment examination for Insurance Agents Name of the Examinations
This examination is called pre-recruitment examination for Insurance Agents. It is administered separately for Life Insurance Agents and Generals Insurance Agents, manually by the Institute and electronically by authorized ‘On-Line’ Examination Institutes. The examinations are called as follows: i. Pre-recruitment Examination for Life Insurance Agents, and ii. Pre-recruitment Examination for General Insurance Agents,
Eligibility (IRDA MANDATORY)
18+years of age/10+2 passed Willing to undergo 100 hrs. IRDA mandatory training Has no agency with any Life Insurance Company
According to regulation 5 of the Regulations, the person desiring to obtain or renew a license to act as an agent is required to: 1. Complete from an approved institution, at least, one hundred hours’ practical training in life or general insurance business, as the case may be, which may be spread over three to four weeks, where such person is seeking license for the first time to act as insurance agent and 2. Complete from an approved institution, at least one hundred fifty hours’ practical training in life and general insurance business, which may be spread over six to eight weeks, where such applicant is seeking license for the first time to act as a composite insurance agent. A person taking examination is required to satisfy the requirements of regulations 4 & 5 of the regulations, as explained above.
Eligibility (Preferred by HDFC-Standard Life Insurance Co. Ltd.
Candidate referred should score high in values and ethics and should be a match with Ambitious, self motivated, should be able commit time and wants to make serious The referred should preferably not be from a 9 to 5 job or else should be in a position HDFC SL Values. money. to dedicate at least 5 to 6 hours per day as an FC.
Overall Purpose of the Role
To sell the products of the company in a professional ethical manner. To set, monitor and achieve sales targets for self. To positively promote the company’s brand, its mission, aims and values.
Required Knowledge & Skills
Product range and features market-industry, competitors Company Sales Process Company Organization Structure Sales Skills
Selection procedure in HDFC SLIC
Following are the steps taken in the selection process:
• Filling of the Agency Application form • Selection Test and Initial screening by BDM • Interview by Branch/Resident Manager with the help of the Business Development Manager. • Acceptance of training cum Performance deposit. • Recommendation for IRDA training.
Chapter V
DATA ANALYSIS AND INTERPRETATION
AWARENESS OF INSURANCE COMPANIES
20 15 10 90 ICICIPRU(90%) BAJAJ ALLIANZ(80%) HDFC SLIC(75%) OM KOATAK M OHINDRA(10%) M AX NEW YORK LIFE(15%) SBI LFIE INSURANCE(20%)
75
80
What is the % of sources from which persons know about company?
17%
57%
NEWS PAPER(75%) TV AD's(60%) BANNER/POS TERS(2%) FRIENDS(90 %)
13% 13%
WHAT ATTRIBUTES ATTRACT A PERSON TO WORK AS Financial Consultant
P ART TIME JOB(60%)
0%
E XTRA INCOME(40%)
28% 32%
FLEXIBLE C AREER(35)
WORK FORM OWN OFFIC E OR RESIDE NCE(10%)
5% 16%
19%
TO BE PART OF WORLD CLASS S ALES TEAM(70%)
S lice 6
What % of the particulars attract financial
Standing and goodwill of company(90%)
Product range of company(35%) 0% 0% 13% 13% 57% Services being given by the company(80%) 17% Advertisement being given by the company(10%)
Communicatio n and knowledge of the representative s(10%) Return of bonus declared by company(32%)
PERCENTAGE OF PERSONS KNOW ABOUT HDFC SLIC
YES(80%) NO(20%)
TOTAL NO. OF FINANCIAL CONSULTANT RECRUITED
CONTECT PERSONS(90 %) RECRUITED FC(15%)
DO YOU HAVE ANY SALES EXPERIENCE
40% YES(60%) NO(40%) 60%
S.W.O.T
Strengths: Strong tie-up
ANALYSIS
With HDFC being major Housing Financial Institution and Standard Life being major player in insurance Sector. Brand Equity Strong Network • • HDFC’s Strong presence and awareness in the Indian Market. Huge Customer Database HDFC being major brand in India and Standard Life being major brand worldwide.
Weaknesses: Low customer awareness Less promotion
Opportunities: 32 Crore uninsured population Network building Targeting the rural segment
Threats: LIC and other aggressive new entrants.
Chapter VI
Conclusion, Findings SUGGESTIONS &
Conclusion
HDFC Standard Life Insurance is a part of HDFC group which is related with Home Loan, Car Loan, Mutual Funds, and Banking Sector etc. HDFC Standard Life Insurance is a first private insurance company. HDFC Standard life Insurance is a joint venture between HDFC and Standard Life Insurance. HDFC Standard life Insurance company offers agency with maximum benefit. No doubt LIC is the major player in Insurance companies as it was in India from last fifty years but with the upcoming of other insurance companies, people are getting aware and conscious while selecting any agency. HDFC Standard Life Insurance provides many benefits for their agents like Good commission on policies. Insurance agent is an important component of distribution channel for life insurance products. He is required to procure new insurance business in a manner consistent with the interest of the policyholders and his company. It is the interest of the life assured, the insurer and the agent that the business is conserved without lapse and for that the agent has to remain in contact with the life assured, render proper service and help at the time of claim. Through knowledge about the company’s products and office procedures are the pre-requisites for success of an agent. The agent is also a financial advisor of the prospect and, therefore, must be familiar with other financial instruments and law relating to tax matters. Selling process includes six main steps: pre-approach, approach, interview, objections, motivation and closing. A prospect decides to buy because he has a need, he finds a product for need, and price is commensurate with the satisfaction he wants. For life insurance, need arousal becomes necessary. A life insurance contract may fail to perform as expected. The reasons for such a failure may be: failure on the part of the policyholder, failure in arranging for proof of title, defective records of the insurance company and breach of utmost food faith. Agent’s role is significant in avoiding such a failure. Servicing the policy is an important as selling it. Service means continuity of contacts with the customer to ensure that the performance of the product is in conformity with the expectations of the customer. Keeping in touch by way of service calls also helps further selling.
SUGGESTIONS • • • • • • • • • The people in the rural areas should be taped and brought under the life policies. More and more advertising should be used to tap the customers. More awareness campaign Life insurance policies should be made compulsory to all the earning individual. Short term policies should be advertised heavily as it is still unknown area from most of the Services should be improved procedure to get life insurance policy should be made easily More and more of bonus and extra benefit should be given. Investment plans should be made to as suitable to individual need. Investment plans suitable to eh female population (female child) should be brought in the market As from the research the premium following in the segment of Rs.2500 to Rs. 5000 should be
should be under taken so that people can relay on the company.
people. assessable.
with minimum premium and additional benefit. encouraged. Policies having premium of less than 2500 can be increased or additional features can be added to this segment of policy. • • Life insurance should be customized as the requirement of the customer. More and more benefits should be added to children segment since they are the most untapped
segment. Secondly, policy should be designed in such a way that they cover both major as well the minor in a single policy. • • Benefits from the investment in insurance should be increased as compare to provident fund. Financial Consultant should be provided training so that they are updated about the latest trends
and policies in the company.
Bibliography
A.M. Verghese,(1997) Kalyani book of Insurance, (Kalyani Publication, Ludhiana) Avtar Singh,(2004) Law of Insurance,( Eastren Book Company) B.S. Baldev, Insurance Fundamental, Environment & Procedure Dr. Sajid Ali,(2007) Insurance in India, (Royal Publication, New Delhi.) Dearborn (2001) Life Insurance Suitability, (Kalpan Publication) Inderjit Singh,(2007) Insurance and Risk Management, ( Kalyani Publication, Ludhiana) Kanika Mishra,(2009) Life insurance Underwriting, (New Delhi : Deep & Deep Publications). L.S. kanwal, (1995) Text Book of Insurance, ( Kalyani Publication, Ludhiana) M.S. Mishra,(2004) Insurance Principal & practices (S. Chand & Co. Ltd) R.K. Sharma (2007), Banking and Insurance (New Delhi : Kalyani Publ.) R.S. Sharma,(2003) Insurance Principal & practices,( New Delhi Pub.) S.C. Goyal (2004) Banking and Insurance, ( Kalyani Publication, Ludhiana) S.P. Sharma,(2004) Organisation of Indian Insurance,( New Delhi Pub.)
Universal Publications, (2008) The Insurance Act 1938 Vylder Florent,(2004) Life Insurance Theory ( Landmark Books) Brouchers of HDFC Standard Life Insurance ltd.
Websites
www.hdfc.standardlife.com www.irda.com www.google.com
Questionnaire for Door-to-Door Activity for FC Recruitment Process to be followed: Identifying areas to conduct survey so that we can get maximum of “Likely Identifying whether the prospect fits our profile of “Likely Financial Consultant”-by Ensuring that the prospects who are interested are given to the branch to
Financial Consultant”. administering Questionnaire. convert.
Target Segment Males, Age:25-35, HSC/ GRADUATE
Mandatory Parameters Does not already have a life insurance agency, Has social
Optional Parameters Experience selling, Single-income in
contact base of more than 50 people, has a telephone number (preferably not pp)
family, Number dependents of
Males, Age:35-55, Graduate/Postgraduate
Doesn’t already have a life
Experience selling,
in
Insurance agency, Has social contacts base of
Single-income family, Number of
More than50 people, has a Telephone number(preferably Not pp) Doesn’t already have a life Insurance agency,
dependents
Females, Age:25-45, Graduate/postgraduate
Experience selling, Single-income
in
Has social contacts base of More than50 people, has a Telephone number(preferably Not pp)
family, Number dependents of
Note: Prospect can be said to fit our profile of “likely Financial Consultant” if 1. 2. 3. He/she matches Target Segment He/she satisfies all Mandatory Parameters He/she satisfies at least 1 out of the 3 optional parameters defined.
Recruitment Questionnaire
In order to determine whether the prospect falls within the above profile, we administer a Recruitment Questionnaire as given below
Small introduction –I am a student of a business school xxxx and am doing a project
on the Insurance sector. Would you be willing to participate and answer a few questions? If yes, go ahead
1. 2. 3. 4.
Name: Age: Gender: Address (office, Residence)
5.
What are your Educational Qualification? (please tick appropriate) 10th pass: 10+2/ stream: Graduate/stream: Post Graduate (specify):
6.
What is your current Occupation? (please tick) Salaried: Self-employed: Student (specify):
7.
Mandatory Parameter Telephone numbers…………office
8.
Mandatory Parameter Do you currently have an agency for any life
insurance company?
9.
Mandatory Parameter what would be the size of your social contact base, who know you on first name basis?(nos. approx.)
Question 2(Age), 3(Gender) and 5(Education Qualifications) will help you determine the Target Segment that the prospect falls under. In case the prospect does not fall under any of the 3 Segments, then he/she is not suitable. Question 7(telephone numbers), 8(no life insurance Agency) and 9 (social contact base>50) are Mandatory Targeting Parameters. In case the prospect does not satisfy these parameters, then he/she is not suitable. Question 11(single Income family), 12 (no. of dependents>=2) and 13(sales Experience 2 years) are optional Targeting parameters. At least 1 out of 3 need to much for the prospect to qualify as a ‘likely FC’ and for the process to be taken further.
If prospects matches Target Criteria and is “Likely FC” Dear Sir/Madam, I am going a project for HDFC Standard Life is a JV between HDFC LTD. India’s largest housing finance company and standard Life Policy, Europe’s largest mutual life company and standard life Plc, and is one of the India’s leading new life insurance companies.
HDFC Standard Life Insurance is looking for Financial Consultant who can be a partner in its process. (At this stage, the trainee can give the prospect a copy of the FC recruitment newspaper insert.) Based on the information that you have given me, you could become one of HDFC Standard Life FCs. Please note that there are other stages in the recruitment process. Would you be interested in meeting up with a business Development Manager of HDFC Standard Life who will give you further details about this opportunity to earn some additional income? Intention of Interest from Prospect
Yes, I am interested in knowing more about becoming a Financial Consultant for HDFC Standard Life Insurance. I wish to meet up with a Business Development Manager of HDFC Standard Life Insurance to understand more about this opportunity to earn some additional income.
Signature of Prospect:
FORM IRDA-AGENTS-VA
Insurance Regulatory and Development Authority (Licensing of Insurance Agents) Regulations, 2000. APPLICATION FOR A LICENCE / RENEWAL OF LICENCE TO ACT AS AN INSURANCE AGENT To The Insurance Regulatory and Development Authority, Department of Licensing, New Delhi. Dear Sirs, I request that --(a) a license to act as an insurance agent* / a composite insurance agent* may be granted to me. (b) *my license bearing number ____________________ and expiry date_____________ may be renewed for a further period of three years. 2. I hereby declare that particulars given below are true and that the license for which I apply will be used only by myself for soliciting or procuring insurance business for one life insurer* / one general insurer* / both*.
(1) Name:[ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ] (2) Father's/Husband's Name [ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ] [ ] (3) Full Address: House No. :[ ][ ][ ][ ][ ][ ][ ][ ][ ][ ] Street:[ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ] [ ] Town:[ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ [] [ ][ ][ ] [ ] District:[ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ] [ ][ ][ ][ ][ ] State : [ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ] [ ][ ][ ][ ][ ] Pin Code:[ ][ ][ ][ ][ ][ ] Telephone No.:[ ][ ][ ][ ][ ][ ]---[ ][ ][ ][ ][ ][ ][ ][ ] (STD Code -- Number):
(4) Date of Birth: Day- Month-Year
[ ][ ]-[ ] [ ]-[ ][ ][ ][ ] [ ]
(5) Title: State 1 if are Mr., 2 Mrs., 3 Miss:
(6) If you ever held a Licence, state No. and date of expiry, otherwise say "Nil".
(a) Licence Number:
[ ][ ][ ][ ] [ ][ ][ ][ ] [ ] [ ] [ ][ ]-[ ] [ ]-[ ][ ][ ][ ]
(b) Date of Expiry: Day- Month-Year (1)
If you apply for licence to work for a life insurer, state 1, for
a general insurer, state 2, for both state 3 in the box. [ ] (8) If you are an applicant from a rural place, state 1, in the box. [ ] (9) Educational Qualifications. State 1, if you passed Class X; 2: Class XII; 3: Graduate; 4: Post-graduate; 5: if you hold a professional qualification such as ACA, FASI, AICWA.): [ ]
(10) Give particulars of pass in pre-recruitment test conducted by the Insurance Institute of India or any examination body: (a) Name of Examination Body: [ ] (b) Candidate's Number: [ ] (c) Centre of Examination: [ ] (d) Date of Passing: [ ][ ]-[ ][ ]-[ ][ ][ ][ ] (Day- Month-Year) [ ][ ][ ][ ][ ][ ][ ][ ][ ] [ ][ ][ ][ ][ ][ ][ ][ ][ ] [ ][ ][ ][ ][ ][ ][ ][ ][ ]
(11) Give particulars of Practical Training completed from an approved institution. (a) Training Hours completed: [ ][ ]
(b) Name of Training Institute:[ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ] [ ][ ][ ][ ][ ][ ] (c) Candidate's Number: (d) Centre (Place) of Training: [ ][ ][ ][ ][ ][ ][ ][ ][ ][ ] [ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ] [ ][ ] [ ][ ][ ][ ][ ] ] (e) Starting Date of Training: (Day- Month-Year) 3. I further declare that---(a) I have not been found to be of unsound mind by a court of [ ][ ]-[ ][ ]-[ ][ ][ ][ ]
competent jurisdiction; (b) I have not been found guilty of criminal misappropriation or
criminal breach of trust or cheating or forgery or an abetment of or attempt to commit any such offence by a court of competent jurisdiction; (c)I have not been found guilty of or to have knowingly participated in or connived at any fraud, dishonestly or misrepresentation against an insurer or an insured in the course
of any judicial proceeding relating to any policy of insurance or the winding up of an insurance company or in the course of an investigation of the affairs of an insurer; and
(d)
#I have not violated the code of conduct specified under Regulation 8 of Insurance Regulatory and Development Authority (Licensing of Insurance Agents) Regulations, 2000).
4. I have made the payment of licence fee of rupees two hundred and fifty and for which I enclose the documentary evidence. 5. I enclose the following documents in support of the educational qualification, pre-recruitment test, and the practical training. (a) ______________________ (b) _________________________ Place Date: Yours faithfully, Signature of applicant
(* Strike out portion not required.) ORM IRDA-AGENTS-VB (SEE REGULATION 3) INSURANCE REGULATORY AND DEVELOPMENT AUTHORITY
(LICENSING OF INSURANCE AGENTS) REGULATIONS, 2000. INSURANCE REGULATORY AND DEVELOPMENT AUTHORITY, NEW DELHI LICENCE NO. [ ][ ][ ][ ] [ ][ ][ ][ ] [ ] [ ]
LICENCE TO ACT AS AN INSURANCE AGENT UNDER PART II OF THE INSURANCE ACT, 1938 (IV OF 1938) NAME OF INSURANCE AGENT*/ COMPOSITE INSURANCE AGENT*:_____________________________ ADRESSS: House No. :[ ][ ][ ][ ][ ][ ][ ][ ][ ][ ] Street:[ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ] Town:[ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ [] District:[ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ] State : [ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ] Pin Code:[ ][ ][ ][ ][ ][ ] Having paid the prescribed fee and having made the necessary declaration is hereby authorised to act an insurance agent for three years from__________________ for procuring or soliciting insurance business of one life insurer* / one general
insurer*/both*. (*strike out portion not required) Place Date for Insurance Regulatory and Development Authority Designated Person: Signature of Licence holder:
This licence is not valid unless it bears a facsimile of the signature of the chairperson of the Insurance Regulatory and Development Authority and the initials of a person authorised by him in this behalf, the signature of the licence holder and the identity card(s). The licence holder should put his signature as soon as licence is received.
IDENTITY CARD-:
Every Insurance Agent holds an Identity card. And it is the duty of the agent to show identity card to the customer whenever asked.
FORM IRDA-AGENTS-VZ (See Regulation 3) Insurance Regulatory and Development Authority (Licensing of Insurance Agents) Regulations, 2000) Individual Insurance Agent's identity card
Photo
Agent's Licence No.: Name of the Agent: Father's/Husband's Name: Office of the Insurer with whom Agent's signature the agent is attached:
Male/Female Issued on: [ ][ ]-[ ][ ]-[ ][ ] Valid up to: [ ][ ]-[ ][ ]-[ ][ ] born on: [ ][ ]-[ ][ ]-[ ][ ]
The
holder
of
this
card
is
authorised to sell our insurance products, as per our terms and conditions.
Signature of Designated Person Name of Insurer (With Seal)
(Please see on the reverse)
Address and telephone numbers of the Insurer: (If required to be contacted by any one in connection with the holder of this card): Address and telephone numbers of the Agent:
A DISSERTATION SUBMITTED IN PARTIAL FULFILMENT OF THE REQUIREMENTS FOR THE DEGREE OF
MASTER OF BUSINESS ADMINISTRATION
Supervised By: SIMPLE- MADAM
Submitted By: GURWINDER SAHNI
Risks and uncertainties are part of life’s great adventure-accidents, illness, theft, natural disasters—they are all build into working of the universe waiting to happen. So far that there is a solution—insurance and to provide with the knowledge of this insurance benefits role in this field. To overcome these risks and uncertainties this project describes about various insurance companies. How these companies provide benefits to policy holders is well explained by the financial consultant. Now days a lot is being done to create awareness among the insuring Public about the need and importance of insurance in the field of human being. In this direction IRDA has planned to create awareness through electronic and print media. Recruitment of financial consultants is done to ensure the smooth serving of insurance sector. The project deals with the procedure of recruitment of financial consultant.
DECLARATION
I hereby declare that project work entitled “RECRUITMENT RECRUITMENT POLICIES AND PRACTICES-A STUDY OF HDFC STANDARD LIFE INSURANCE COMPANY”, is an authentic record of my own work carried for the COMPANY award of degree of Masters of Business Administration, from PUNJAB TECHNICAL UNIV . No part of this dissertation has been submitted for any other degree or diploma.
Place: Dated:
GURWINDER SAHNI ROLL NO-229
ACKNOWLEDGEMENTS
With great pleasure, I take this opportunity to express my profound gratitude and sincere regards to my supervisor, SIMPLE MADAM, Department of Business Administration RAYAY BAHARA(HSP). He has the credit for initiating me into this research project and it is the outcome of his sustained encouragement, guidance and regular concern that I have been able to complete this dissertation. I express my humble gratitude to Lect. Bimla Jaswal, Head of Department of Commerce, Lect. Mrs. Raj Kumar, Lect. Amarjit Lal of S.G.G.S. Khalsa College Mahilpur, Hoshiarpur and other members of department for their immense co-operation and advise in my work at every step, whenever required. My thanks are also due to the staff of HDFC. Standard life insurance, Branch-Hoshiarpur. Next, greatly acknowledge the good wishes and cooperation of my family and friends. Last, but not the least, a word of praise is due to Mr. Mukesh Kumar. Computer Centre for typing the manuscript in present form.
( Ashok Kumar )
CONTENTS NO.
1. INTRODUCTION ♦ ♦ ♦ ♦ ♦ ♦ ♦ 2. IRDA ♦ ♦ ♦ INTRODUCTION POWERS AND FUNCTION PLAYER THAT IRDA WILL GOVERN INSURANCE: DEFINITION INSURANCE IN INDIA A BRIEF HISTORY OO INSURANCE SECTOR INSURANCE SECTOR REFORMS MECHANISM OF INSURANCE NEED OF LIFE INSURANCE ADVANTAGE OF LIFE INSURANCE 1-8
PAGE
9-14
3. RESEACH METHODOLOGY-AN OVERVIEW SAMPLE DESIGN
15-16
DATA COLLECTION METHOD OBJECTIVE OF THE STUDY 4. INTRODUCTION OF HDFC-SLIC ♦ ♦ ♦ ♦ ♦ ♦ HDFC GROUP SUBSIDIARY COMPANIES ASSOCIATED COMPANIES HDFC STANDRAD LIFE INSURANCE COMPANIES LOCATIONS STANDARD LIFE INSURANCE ROLE OF AN INSURANCE AGENT 17-47
♦ ♦ ♦ ♦ ♦ ♦ ♦ ♦ ♦ ♦ ♦ ♦ ♦ ♦ ♦ ♦
APPOINTMENT OF FINANCIAL CONSULTANT PRE-REQUISITIES FOR SUCCESS SELLING LIFE INSURANCE PRE-APPROACH INTERVIEW/APPROACH APPROACH OBJECTION CLOSE SERVICES USEFUL IDEAS THROWN UP CERTIFIED FINANCIAL – A CARIEER IN INS. CO. LTD. AGENTS ARE CERTIFIED AS FINANCIAL CONSULTANT ROLE IN HDFC-SLIC CERTIFIED FINANCIAL CONSULTANT PRE-RECRUITMENT EXAMINATION FOR INS. AGENTS SELECTION PROCEDURE IN HDFC-SLIC 48-55 56-57 58-59 60-76 S.W.O.T. ANALYSIS
5. DATA ANALYSIS AND INTERPRETATION 6. CONCLUSION & SUGGESTIONS BIBLIOGRAPHY ANNEXURE
Chapter I
INTRODUCTION
INSURANCE: DEFINITION
It is a promise of reimbursement in the case of loss; paid to people or companies so concerned about hazards that they have made prepayments to an insurance company. It is basically contract that provides compensation for specific losses in exchange for a periodic payment. An individual contract is known as an insurance policy, and the periodic payment is known as an insurance premium. It is a formal social device for reducing risk by transferring the risks of several individual entities to an insurer. The insurer agrees, for a consideration, to pay for the loss in the amount specified in the contract. It is a protection against a specific loss over a period of time that is secured by the payment of a regularly scheduled premium. In big bet poker, it is possible to reach a situation in which you are uncomfortable with the amount of money you have invested in a pot. To reduce variance players will sometimes take insurance against an unfortunate outcome, essentially selling the actual outcome of the hand for its mathematical equity (at a slight discount). For example, if you hold a flush against a player who has three of a kind, your equity in the pot is a percentage of the pot equal to the probability that the other player will not fill up. If the pot is large. and you don’t want to risk coming away with nothing, you might take insurance from somebody who has more money and would be glad to have the overlay. Insurance is a system of exchange under contract where payments over a period of time (premiums) entitle individuals compensation by an organization (insurance company) in the event of loss due ;to pre-specified conditions. It is basically a mechanism for shifting a risk from a person, business, or organization to an insurance company in exchange for payment of premiums,. The insurance company to be responsible for covered losses. Contractual meaning of insurance shifting the burden of pure risks through pooling to minimize financial loss. Individuals and business insurance do not only mean insuring or safe guarding a living being but guarding against any kind of property loss or damage making payments in the form of premiums to an insurance company , which pays an agreed upon sum to the insured in the event of loss. It is actually sharing the costs of the risk of incurring losses, whether for health expenses or
property and casualty losses, across a base large enough to protect any one entity against the actual costs of an incurred loss. The costs of spreading the risk are assumed to be less than the costs of an actual loss. The insured group or insurance company is at financial risk for assuming the guarantee against loss for the specific instance.
INSURANCE IN India
The insurance sector in India has come a full circle from being an open competitive market to nationalization and back to a liberalized market again. Tracking the developments in the Indian Insurance sector reveals the 360 degree turn witnessed over a period of almost two centuries.
A BRIEF HISTORY OF THE INSURANCE SECTOR
Life Insurance in its existing form came to India from the United Kingdom with the establishment of a British firm Oriental Life Insurance Company in Calcutta in 1818 followed by • • • • Bombay 1912: 1928: 1938: 1956: Life Assurance Company in 1823. Some of the important milestones in the life insurance business in India are: The Indian Life Assurance Companies Act enacted as the first statute to The Indian Insurance Companies Act enacted to enable the government to Earlier legislation consolidated and amended to by the Insurance Act with the 245 Indian and foreign insurers and provident societies taken over by the regulate the life insurance business. collect statically information about both life and non-life insurance businesses. objective of protecting the interests of the insuring public. central government and nationalized. LIC formed by and Act of Parliament, viz, LIC Act, 1956, with a capital contribution of Rs. 5 Crore from the Government of India. The General insurance business in India, on the other hand, can trace its roots to the Triton Insurance Company Ltd., the first general insurance company established in the year 1950 in Calcutta by the British. • • 1907: 1957: The Indian Mercantile Insurance Ltd. Set up, the first company to transact all General Insurance Council, a wing of the insurance Association of India, classes of general insurance business. frames a code of conduct for ensuring fair conduct and sound business practices.
• •
1968: 1972:
The Insurance Act amended to regulate investments and set minimum The General Insurance Business (Nationalization) Act, 1972 nationalized
solvency margins and the Tariff Advisory Committee set up. the general insurance business in India with effect from 1st January, 1973.
INSURANCE SECTOR REFORMS
In 1993, Malhotra Committee, headed by former Finance Secretary and RBI Governor R.N. Malhotra, was formed to evaluate the Indian insurance industry and recommend its future direction. The Malhotra committee was set up with the objective of complimenting the reforms initiated in the financial sector. The reforms were aimed at “creating a more efficient and competitive financial system suitable for the requirements of the economy keeping in mind the structural changes currently underway and recognizing that insurance is an important part of the overall financial system where it was necessary to address the need for similar reforms”. In 1999, the committee submitted the report and some of the key recommendations included: • Structure Government stake in the insurance Companies to be brought down to 50% Government should take over the holdings of GIC and its subsidiaries so that these subsidiaries can act as independent corporations. • All the insurances companies should be given greater freedom to operate. Competition Private Companies with a minimum paid up capital of Rs. 1 bn should be No Company should deal in both Life and General Insurance through a single Foreign companies may be allowed to enter the industry in collaboration with the Postal Life Insurance should be allowed to operate in the rural market. allowed to enter the industry. entity. domestic companies.
state.
Only one State Level Life Company should be allowed to operate in each
•
Regulatory Body
The Insurance Act should be changed An Insurance Regulatory body should be set up Controller of Insurance (Currently a part from the Finance Ministry) should be made independent.
Investments
Mandatory Investments of LIC Life Fund in government securities to be reduced GIC and its subsidiaries are not to hold more than 5% in any company( there
from 75% to 50% current holdings to be brought down to this level over a period of time)
Customer Service
LIC should pay interest on delays in payments beyond 30 days unit linked pension plans Computerization of operations and updating of technology to be carried out in the insurance industry. Insurance companies must be encouraged to set up
MECHANISM OF INSURANCE ♦ The concept of insurance is that- People exposed to the same
risk come together and agree to share a loss collectively, if any one of their members suffer from that risk.
♦ The insurance companies play the vital role of implementing this
concept- They try bringing together people exposed to the similar risk; they collect members’ contribution in advance in the shape of premiums and create a fund out of which the losses are paid.
♦ In the event of breadwinner’s death, the family’s income stops
suddenly.
♦ The family’s income may also stop on retirement of the
breadwinner.
♦ Life insurance covers the above contingencies and provides relief
to the family in the event of the death of retirement of the bread winner.
♦ Variable needs for life insurance can be- Providing financial
security to the family, provision for children’s education, marriage, etc. Post-retirement income for self and dependents, special needs like Medical expenses, etc.
♦ Life insurance provides financial stability to family in the event of
death of breadwinner.
Need OF LIFE INSURANCE
Life Insurance has come a long way from the earlier days when it was originally conceived as a risk covering medium for a short period of time, covering temporary risk situations, such as sea voyages. Under the life insurance, the insurance company guarantees to pay, in consideration of a regular premium, a certain sum of money to the policy holder on his attaining a certain age, or to his nominee on his death, whichever is earlier. Life insurance covers the contingencies and provides relief to the family in the event of the death of retirement of the bread winner. Life Insurance provide protection as well as investment facilities. Life insurance encourages the habits of savings among the policy holder. As per the provisions Indian Income Tax act,1961 the amount paid against life insurance premium shall be allowed as a deduction from taxable income. As life insurance became more established, it was realized what a useful tool it was for a number of situations, including a) Temporary needs / threats-: The original purpose of life insurance remains an important element, namely providing for replacement of income on death etc. Life insurance covers the contingencies and provides relief to the family in the event of the death or retirement of the bread winner. We can also meet our temporary or future needs with the help of life insurance. b) Regular Savings-:
Providing for one's family and oneself , as a medium to long term exercise (through a series of regular payment of premiums). This has become more relevant in recent times as people seek financial independence for their family. Life insurance encourages the habits of savings among the policy holder. Life insurance premium sets according to paying capacities of policy holders so they can save money easily. c) Investment-: It is the building up of savings, to meet the sudden needs of the family and to cope with inflation. It is a process of saving for the future needs and to provide for risk cover. There are many investment plans offers by life insurance companies which give us high return with minimum level of risk. ULIP plans are the new forms of investment plans in life insurance business the give high return as compare to old or traditional insurance plans. d) Retirement: Provision for later years becomes increasingly necessary, especially in a changing cultural & social environment. One can buy a suitable insurance policy, which will provide periodical payments in one's old age. There are many retirement plans offer by various life insurance companies we choose suitable plan according to our future needs.
ADVANTAGES OF LIFE INSURANCE Secured targeted saving- a uniqueness ♦ Life insurance is not merely an investment or a saving device- it
is much more than that. Life Insurance provides protection as well as investment facilities.
♦ In any other investment or saving avenues, bank deposits,
savings certificates or mutual funds or shares and stocks etc., amount of funds available at any time will not be more than the amount saved, appreciation or interest earned till then. In life insurance, the amount available is the one that one wished to have at the end of savings period which may range up to 30 or even more years.
♦ Life insurance has advantages over the other form of savings:
Facility of nomination and assignment makes the claim
settlement easy on death.
♦ Life insurance involves compulsory savings. Loans can be raised
against a life insurance policy. Tax benefits- on premium paid as well as the amount received by way of claim.
♦
It is a process of saving for the future needs and to provide for risk cover.
♦ We use the insurance as a tool for social welfare and Insurance
also provide facilities for capital formation.
Chapter II
INSURANCE REGULATORY DEVELOPMENT AUTHORITY (IRDA) INTRODUCTION The Insurance Regulatory and Development Authority was established on 19th April, 2000 under Insurance and Act, its Regulatory Development Authority 1999 with
headquarter at New Delhi. The Authority has changed its headquarters to Hyderabad in December 2001. The Audit of the accounts of the Authority has been entrusted under Section 19 (2) of the Comptroller & Auditor General" (Duties, Power & Conditions of Service) Act, 1971. The Authority was to consist of a Chairman, five full time Members and four
Part-time Members. As on date the Authority has one chairman, two full time and four part time members. There is an Insurance Advisory Committee, which helps the Authority in making its Rules and Regulations for proper discharge of its activities.
MISSION OF IRDA
To protect the interests of the policyholders, to regulate, promote and ensure orderly growth of the insurance industry and for matters connected therewith or incidental thereto.
POWERS AND FUNCTIONS:
The main powers and functions of the Authority are as under: • Protect the interest of and secure fair treatment to policyholders; • Bring about speedy and orderly growth of the insurance industry (including annuity and superannuation payments), for the benefit of the common man, and to provide long term funds for accelerating growth of the economy; • • Set, promote, monitor and enforce high standards of integrity, financial soundness, fair Ensure that insurance customers receive precise, clear and correct information about dealing and competence of those it regulates; products and services and make them aware of their responsibilities and duties in this regard; • • Ensure speedy settlement of genuine claims, to prevent insurance frauds and other Promote fairness, transparency and orderly conduct in financial markets dealing with malpractices and put in place effective grievance redressal machinery; insurance and build a reliable management information system to enforce high standards of financial soundness amongst market players; • • Take action where such 'standards are inadequate or ineffectively enforced; Bring about optimum amount of self-regulations in day to day working of the industry
consistent with the requirements of prudential regulation.
SOURCES OF RECEIPTS
During 2001-02, the Authority's receipts were Rs.42.17 crores as against its expenditure of Rs.5.89 crores. The receipts mainly consisted of fees received from various Insurance companies operating in India on account of their Registration and Renewal charges.
FUNDS
The funds of the authority are being retained by itself despite directions of the Ministry to house the funds in Public Account of India as non-interest bearing funds. As on 31st March 2002, the Authority continues to house its funds amounting to Rs. 57.42 Crore in interest bearing deposits of banks and other financial institutions.
PLAYERS THAT IRDA WILL GOVERN
The table below is the list of the likely players in the Indian insurance sector, apart from Reliance, who has applied for both Life and Non-Life insurance license; all have gone in with a foreign partner. The idea is that the foreign partner will bring in expertise of global nature with products that are India specific. And the Indian partner will bring in the distribution network and more significantly the required 74% of the equity.
Life Insurance Reliance Life Insurance Kotak Mahindra-Old Mutual Max India—New York Life Prudential—ICICI HDFC—Standard Life Aditya Birla—Sun Life Insurance C K Birla—Zurich Insurance Hindustan Times—Commercial Union Centurion Bank—Canada Life
Non-Life Insurance Reliance General Insurance ICICI—Lombard Insurance Wadia—Commercial Union Cholamandalam—Axa M A Chidambaram—MetLife Sanmar Group—GIO Tata Teleservices—AIG 20th Century Finance—Guardian Group Punjab National Bank, Vijaya Bank, Allahabad Bank, and Bank of India— Yasuda Fire and Marine. IFFCO—Tokyo Fire & Marine Sundaram Finance—Royal Alliance
Vyasa Bank—ING Apollo Hospitals—Aetna Bank of Baroda & Punjab National Bank— Foreign partner
&
Sun
INSURANCE COMPANIES IRDA has so far granted registration to 12 private life insurance companies and 9 general insurance companies. If the existing public sector insurance companies are included, there are currently 13 insurance companies in the life side and 13 companies operating in general insurance business. General Insurance Corporation has been approved as the "Indian reinsures" for underwriting only reinsurance business. Particulars of the life insurance companies and general insurance companies including their web address are given below:
LIFE INSURERS Public Sector 1. Life Insurance Corporation of India Private Sector
Websites
www.licindia.com
2. Allianz Bajaj Life Insurance Company www.allianzbajaj.co.in
Limited 3. Birla Sun-Life Insurance Company Limited 4. HDFC Standard Life Insurance Co. Limited 5. ICICI Prudential Life Insurance Co. Limited www.birlasunlife.com www.hdfcinsurance.com www.iciciprulife.com
6. ING Vysya Life Insurance Company Limited 7. Max New York Life Insurance Co. Limited 8. MetLife Insurance Company Limited 9. Om Kotak Mahindra Life Insurance Co. Ltd. 10. SBI Life Insurance Company Limited 11. TATA AIG Life Insurance Company Limited 12. AMP Sanmar Assurance Company
www.ingvysayalife.com www.maxnewyorklife.com www.metlife.com www.omkotakmahnidra.com www.sbilife.co.in www.tata-aig.com
www.ampsanmar.com
Limited 13. Dabur CGU Life Insurance Co. Pvt. Limited GENERAL INSURERS Public Sector 1. National Insurance Company Limited 2. New India Assurance Company Limited www.nationalinsuranceindia.com www.niacl.com www.avivaindia.com
3. Oriental Insurance Company Limited 4. United India Insurance Company Limited Private Sector
www.orientalinsurance.nic.in www.uiic.co.in
5. Bajaj Allianz General Insurance Co. Limited 6. ICICI Lombard General Insurance Co. Ltd. 7. IFFCO-Tokyo General Insurance Co. Ltd. 8. Reliance General Insurance Co. Limited 9. Royal Sundaram Alliance Insurance Co. Ltd. 10. TATA AIG General Insurance Co. Limited 11. Cholamandalam General Insurance Co. Ltd. 12. Export Credit Guarantee Corporation 13. HDFC Chubb General Insurance Co. Ltd. REINSURER 1. General Insurance Corporation of India
www.bajajallianz.co.in www.icicilombard.com www.itgi.co.in www.ril.com www.royalsun.com
www.tata-aig.com www.cholainsurance.com
www.ecgcindia.com
www.gicindia.com
PROTECTION OF THE INTEREST OF POLICY HOLDERS
IRDA has the responsibility of protecti8ng the interest of insurance policyholders. Towards achieving this objective, the Authority has taken the following steps:• IRDA has notified Protection of Policyholders Interest Regulations 2001 to provide fro: policy proposal documents in easily understandable language; claims procedure in both life and non-life; setting up of grievance redressal machinery; speedy settlement of claims; and policyholder’s servicing. The Regulation also provides for payment of interest by insurers for the delay in settlement of claim. • The insurers are required to maintain solvency margins so that they are in a position to meet their obligations towards policyholders with regard to payment of claims.
•
It is obligatory on the part of the insurance companies to disclose Cleary the benefits, terms and conditions under the policy. The advertisements issued by the insurers should not mislead the insuring public.
•
The authority takes up with the insurers any complaint received from the policyholders in connection with services provided by them under the insurance contract.
Chapter III
RESEARCH METHODOLOGY
RESEARCH METHODOLOGY-AN OVERVIEW
A systematic Research reduces the uncertainly in the decision making process management. Properly conducted marketing research is an indispensable tool for top mgt. in marketing decision. Marketing Research is defined as systematic design, collection analysis and reporting of data and findings relevant to a specific marketing situation facing the company. In order to conduct a useful and objective marketing research. A research methodology has to be adopted, became only then the studies conducted can be properly elaborated & commented up. So, I have to conduct Research in fur sub groups. Sample design Data Collection Method Data Analysis
1. Sample Design
In the SAMPLING PLAN the basic and important question is WHO IS TO BE SURVEYED? Since it is not possible to question every Person in the market, the only one of the best alternative is to resort to SAMPLING TEACHNIQUE and is also true for the present study as well. I was conducting RANDOM SURVEY. A. B. SAMPLE SIZE=90 SAMPLING TECHNIQUE=Convenience Sampling
2. Data Collection Method
After the sample has been selected, next step is to collect data, which is vital step since the accuracy of data collected defends upon the DATA COLLECTION METHOD. So, I have chosen two types of Data Collection Method. There are: Primary Data Secondary Data
For the purpose of the study, primary data is collected by direct personal interview and in the secondary data; I collect Data from the magazines, internet & etc.
Data Analysis
After the data collection it is time for Data Tabulation. The data is tabulated properly so as to interpret it with a view to arrive at logical and meaningful comprehensible. One of the important feature of this study is the to recruit the Financial Consultant. So, I make use of charts, tables etc with a view to present data punctually, precisely and to make the study more interesting and early comprehensible.
Objective of the Study
To know what the people think about the Financial Consultant in the insurance To know about the views of people regarding various in insurance companies. To know the main consideration of the people while joining as the Financial
sector.
Consultant. To study the Recruitment Procedure for the appointment of Financial Consultant. To study the recruitment policy and practices of HDFC Standard life Insurance. To study recruit process of insurance agents.
Chapter IV
HDFC-SLIC
HDFC
STANDARD
LIFE
INSURANCE
HOUSING
DEVELOPMENT
FINANCE CORPORATION LIMITED (HDFC) INTRODUCTION
Founded in 1977, HDFC is today the market leader in housing finance in India and has extended financial assistance to more than 15 lakh homes. HDFC has more than 110 offices in India presently. It also one international office in Dubai and 3 Service Associates in Kuwait, Qatar, and the Sultanate of Oman. HDFC’s asset base amounts to over Rs. 28,000 crores. Its financial strength is reflected in highest safety ratings of ‘FAAA’ and ‘MAAA’ awarded by CRISIL and ICRA—two of India’s leading credit rating agencies—respectively, for the last 6 years consequently. It has a depositor base of over 11 lakh customers and a deposit agent’s force of over 46,000 of the total deposits, 73% are sourced from individual and trust depositors, Which demonstrates the tremendous confidence that retail investors have in the company. Being an institution that is strongly committed to the highest standards of quality and excellence, HDFC has won several accolades in the past few years such as “Ramakrishna Bajaj National Quality Award” for the year 1999.
INTRODUCTION TO HDFC STANDARD LIFE INSURANCE CO. LTD.
THE HDFC GROUP HDFC commenced operations as a mortgage bank; it raised large wholesale resources (domestic and international) and lent primarily to individual households. In mid 1991, HDFC entered the retail deposit market by offering savings and investment opportunities to households. Incorporated in 1977 with a share capital of Rs. 10 Crores, HDFC has since emerged as the largest residential mortgage finance institution in the country. The corporation has had a series of share issues raising its capital to Rs. 120 Crores. The net worth of the corporation is Rs. 28,000 Crores.
SUBSIDIARY COMPANIES: HDFC STANDARD LIFE INSURANCE
HDFC Standard Life Insurance Company is a joint venture between India’s largest housing finance provider, HDFC, and the Europe’s largest mutual life assurance company, the Standard Life Assurance Company (U.K.).
HDFC DEVELOPERS LIMITED
HDFC promoted a wholly owned subsidiary company; HDFC Developers Limited, to undertake housing projects on a selected basis in various regions of the country. HDFC Developers Limited has also undertaken a number of projects for the office premises of the corporation. It is also being engages as a consultant to a number of residential and commercial projects.
HDFC Investments Limited
HDFC promoted a wholly owned subsidiary company; HDFC Investments Limited (HIL), to undertake investments in stocks, shares, debentures, and other securities. The Reserve Bank of India under the category of investment Company has registered HIL as a Non-Banking Insurance Company (NBFC). HIL was set-up with an intention of being the investment arm of HDFC. HDFC Realty Limited HDFC Holding Limited HDFC Asset Management Company Limited HDFC Trustee Company Limited HDFC Finance Limited
ASSOCIATES COMPANIES
HDFC has broadened its service range by entering into strategic associations with some of the best organizations, both Indian and international, which include: HDFC Bank Limited: Initially promoted in strategic alliance with NatWest Group, UK. With NatWest diversting it’s holding. HDFC Bank has signed a MoU for strategic business collaboration with the Chase Manhattan Bank. Chase Capital Partners through their various investment funds in India have acquired 15% in HDFC Bank. The Housing Developing Finance Corporation and HDFC Bank have promoted HDFC Infrastructure Leasing and Financial Services Limited: Co-promoted jointly with the Unit Maruti Countrywide Auto Financial Service Limited: In Alliance with Maruti Udjog Limited Colliers Jardine India Property Service Limited: Co-promoted jointly with infrastructure SECURITIES LIMITED. HDFC Securities has already acquired BSE and NSE membership. Trust of India and Central Bank of India. and GE Capital India Limited. leasing and Financial Services Limited and Colliers Jardine Asia Pacific Limited.
GRUH Finance Limited: Established with support from the international Finance SBI Home Finance Limited: Co-promoted jointly with SBI Capital Markets Limited. Can Fin Homes Limited: Co-promoted jointly with Canara Bank and Asian Development GIC Housing Finance Limited: Co-promoted jointly with the General Insurance Corporation.
Corporation, the Aga Khan Fund for Economic Development and Government of Gujarat.
Bank.
HDFC Standard Life Insurance Company Locations
STANDARD LIFE ASSURANCE COMPANY
History The Standard Life Assurance Company ("Standard Life") was established in 1825 and the first Standard Life Assurance Company Act was passed by Parliament in 1832. Standard Life was reincorporated as a mutual assurance company in 1925. The Standard Life group originally operated only through branches or agencies of the mutual company in the United Kingdom and certain other countries. Its Canadian branch was founded in 1833 and its Irish operations in 1838. This largely remained the structure of the group until 1996, when it opened a branch in Frankfurt, Germany with the aim of exporting its UK life assurance and pensions operating model to capitalize on the opportunities presented by EC Directive 92/96/EEC (the “Third Life Directive”) and offer a product range in that market with features which local providers were unable to offer. In the 1990s, the group also sought to diversify its operations into areas which complemented its core life assurance and pensions business, with the intention of positioning itself as a broad range financial services provider.
Structure of Standard Life policy The following is a simplified structure diagram Standard Life plc owns all of the businesses and companies in the group. Standard Life plc is a holding company which is owned by its shareholders (including those Eligible Members who received and retained shares received as a result of demutualization).
Structure
STANDARD LIFE POLICY STANDARD LIFE ASSURANCE
STANDARD LIFE
STANDARD LIFE INVESTMENT FUNDS
STANDARD LIFE BANK
STANDARD LIFE SERVICE COMPANY
STANDARD LIFE CANADA
STANDARD LIFE POLICY STANDARD LIFE ASSURANCE
STANDARD LIFE
STANDARD LIFE INVESTMENT FUNDS
STANDARD LIFE BANK
STANDARD LIFE SERVICE COMPANY
STANDARD LIFE CANADA
CHINESE JOINT VENTURE INTERESTS
STANDARD LIFE HEALTHCARE
STANDARD LIFE INVESTMENTS
INDIAN JOINT VENTURE INTERESTS
Incorporation of HDFC standard Life Insurance Company Limited
The company was incorporated on 14th August 2000 under the name of the HDFC Standard Life Insurance Company Limited. On the 23rd of October 2000, HDFC Standard Life was the only life company to be granted a certificate of registration. HDFC are the main shareholders in HDFC Standard Life, with 81.4%, while Standard Life owns 18.6. Given Standard Life’s exiting investment in the HDFC Group, this is the maximum investment allowed under current regulations.
HFDC Standard Life Insurance Company’s Profile
Incorporated in 1977 with a share capital of Rs. 10 Crores. HDFC has since emerged as the largest residential mortgage finance institution in the country. The net worth of the corporation is Rs. 28,000 Crores, HDFC manager’s assets. Standard Life is Europe’s largest mutual life insurance company and specializes in a wide range of other services like health care. Pension and annuities market with a global presence. The company has Assets under management at US$ 119 billion.
ROLE OF AN INSURANCE AGENT INTRODUCTION
Insurance companies may designate their agent as consultants, advisors or by any other name. A person requires license under Insurance Act to be able to functions as an insurance agent. An insurance agent is an important component of distribution channel for life insurance business. He is required to solicit and procure new insurance business in a manner consistent with interests of the policyholders and his insurance company. To achieve this, he is required: Meet prospect, analyze their financial needs, and persuade them to buy a product, which provides solution.
Arrange completion of all essential requirement for the underwriter viz. filling of proposal form, collection of premium, medical examination, age proof of income (if required) or other medical reports. After the proposal results into a policy, it is the interest of the life assured, the agent and the insurer that the business is conserved and it continues, without a lapse, till it result in to a claim. Therefore, the agent has to: Remain in contact with the policyholders and ensure that renewal premiums are paid on time. Take care that Provides help to nomination is made under the policy and is changed under circumstances. to claim settlement. The agent has also to assist the policyholder in situation like – the policyholder needs loan under the policy or wants to make an assignment. Providing services such as these help the agent in strengthening bonds of relationship with the policyholders. the claimants to complete necessary forms and comply with other requirements relating
Appointment of Financial Consultant
1. 2. hereby appoints the Agent as Financial Consultant of the Company. 3. To the extent not provided herein, the appointment of the financial consultant shall be governed by the provisions of the Applicable Law as govern the appointment and functioning of insurance agents. 4. The Financial Consultant shall at all times fulfill the minimum performance requirements in terms of new business, premium income, number of proposals, number of lives insured or on any other relevant count stipulated by the Company from time to time. (Hereinafter to as the “Minimum Performance Requirements”). It shall be opened to the Company to This Agreement The Company shall come into force on the date of the license to act an insurance agent.
stipules the minimum Performance Requirements or a specified period or period or to specify the Insurance Product or Products which the Financial Consultant Shall solicit and procure or the Company. 5. With prejudice to the generality of the application of the provisions Applicable Law, the Financial Consultant shall scrupulously follow, adhere to and comply with the code to conduct prescribed by the Insurance Regulatory and Development Authority (Licensing to Insurance Agents) Regulations, 2000(hereinafter referred to as the “Code of conduct”) as through the said Code of Conduct has been set out in and forms part of this agreement. a. The Financial
Consultant shall not allow offer to allow, either directly or indirectly, as an inducement, to a prospect or a policyholder, to take out or renew or continue a policy, any rebate to the premium payable under the policy or to the commissions payable to him; nor shall be offered any other rates, advantages, terms or conditions than those offered by the company. b. The Financial Consultant shall be wholly responsible for the accuracy, truthfulness and completeness of the information furnished in the Agent’s Confidential Report submitted by him with the proposal or otherwise made available to the company. c. The Financial Consultant shall, promptly and in any Caesar not later than the times stipulated by the company in that behalf transmit to the concerned office of the company all proposals for the insurance and all other document procured or received by or called for from him. d. The Financial Consultant shall not accept any money, in case, demand draft or in any other manner, from a prospect or a policyholder in relation to a proposal for insurance or under a policy or revival a policy and in all cases of tender of any money by 3 prospect or a policyholder direct him to the appropriate office of the Company for payment or advise him of the permissible modes of payment of the company. Without prejudice to the
provisions of any other clause in this Agreement providing for indemnified during the period this Agreement is in force and at any time thereafter or not, of the provisions of this clause. e. The Financial Consultant shall attend all meetings, conferences and briefings conducted by or on behalf of the company to acquaint the sales force with the Insurance Products, business plans and policies to the company to acquaint the sales force with the insurance Products, business plans and policies to the Company and any other matter of relevance to them of which reasonable notice has been given to the Financial Consultant. f. Where the Financial Consultant intends to bring out or publish any material in any form or through any medium, concerning the company, its business or its Financial Consultant shall obtain prior written approval of the company. Further, he shall observe and comply with the provisions of the Insurance Regulatory and Development Authority (Insurance Advertisements and Disclosure) Regulations, 2000. g. The Financial Consultant shall solicit and procure life insurance business for the company and discharge his obligations under this Agreement in accordance with the Company’s corporate objectives with particular regard to the Company’s image and standing in the industry and in the community. h. The Financial Consultant shall observe, follow and comply with all the directions and instructions given by the company from time to time, either generally or with particular reference to the Financial Consultant. i. The Financial Consultant shall familiarize himself with the applicable law as in force from time to time and which has a bearing on the obligations as an insurance agent; provided that in the event of any change in the Applicable Law resulting in a dilution or abrogation of his obligations under this Agreement, to the extent not provided otherwise, the Financial Consultant shall continue to be bound by the obligations as were existent prior to such changes, unless expressly approved in writing by the company.
PREREQUISITES FOR SUCCESS
An agent has to be familiar with the following so that he may perform his role well. • Various plans offered by his manner, their benefits and restrictions. • Office procedures for various matter as also the forms and documents required An insurance agent is an agent of the prospect also. At time the prospect requires advice on certain matter from a person whom he considers knowledgeable and whom he can trust. To; come up to the expectation of his prospects, the agent must be familiar with the:• Other Financial instruments, suitable for savings and investment, available in the market and their benefits and advantages. • Law, particulars, the taxations aspects relating to these instruments. As many instruments are available in the market, it is difficult for the agent to master the details of all. If an agent, who does not have the necessary knowledge, gives answers on the basis of guesswork or hearsay, it will be non-professional. It is a better course if the agent admits that he does not have a ready answer and would come with complete detail the next day.
SELLING LIFE INSURANCE
First step is to prepare a regularly growing list of prospects. A prospect is a person who can be approached for insurance ‘Prospecting’ is the process of finding more and more potential customers (i.e. prospectus).
Sources of Prospecting are: Friends, acquaintances, neighbors etc. Newspapers, bulletins, directories etc. Social, official and religious meeting etc.
Other Specific Sources are: Nests: Business houses, factories, schools, hotels, colleges, offices etc. Centers of Influence: Leaders, elders, teachers, Panchayat members, professional, astrologers etc. Referred Lead: Through existing customers—a chain
Orphaned policyholders Claimants: Helps in settling claims. Cold Canvassing: Finding prospects amongst strangers. Next step for the agent is to ‘quality’ these names. A qualified “PROSPECT” is one who a. has a need for insurance b. has a capacity to pay c. is approachable and d. is acceptable to insurer (i.e. has an insurability) Getting this information is called “Qualifying”. A qualified prospectus is the target person for insurance sales. The salesman should try to collect as much information as possible about family, income, interest, hobbies etc of the prospect. It is necessary to keep a record of this information. It is called inventory of prospectus. He should also formulate the types of plans to be offered. After prospectus is ‘qualified’ the salesman meets him. A sales takes place when a prospect buys a product. In between this simple transaction, the salesman has to take along the prospectus with through the well-defined steps, which are not separate and exclusive but blended into one integrated process. There are no hared and fast rules in blending these steps together at various stages to obtain the desired results. These steps are: Pre-approach Interview / approach Approach Objections
PRE-APPROACH
Pre-approach is what a salesman does between the time a prospect is chosen and the time he meets him in person. A. Preparation is needed as to What to offered When and where to meet Whether a reference is required
B.
For the above preparation basic information if income, health, habits, family
history, interest, saving capacity, etc of the prospect will be required. This information will have to be gathered from different source. A personal call on the prospect may also be requires to persuade him in taking a positive decision. C. This will help him have fruitful talk. It also enables them to come to the quickly without waste of time. Preparing a presentation is the best line of action. It helps make an organized discussion. D. As proposal for insurance has not yet been made, ‘pre-approach’ call should be used for suggesting proposals unless the discussion develops further and leads to the agent completing the proposals paper and collecting cheque. E. Brief letter or cards can be sent for introducing oneself and informing to call in a short time. This will lead to creating a congenial atmosphere. In order to make the approach more effective, the salesman should have some key words in mind for opening sentences. F. It is also necessary to keep all the requirements ready for effecting a sale. You should have your tools –all the relevant forms, calculations, charts, pamphlets, brochures etc. – ready to strike when the iron is hot. G. It is advisable to make a written proposal which has the following advantages: • • • • H. Neither the agent nor the proposal misses any detail More lasting impression is created Prospect can take his own time to understand it. Once can stop at any point, clarify it and continue the discussion thereafter without losing the track. When you visit a prospect, you should look your best, wearing a smile.
INTERVIEW APPROACH
This is a stage when the salesman and the prospect are face to face. There is direct interaction between the two. Inform the prospect that you are calling on him for life insurance – there is no need to feel hesitant or defensive. The agent should carry a firm conviction in his mind that insurance provides financial security to the prospect and his family. The agent must have
rehearsed well so as to start his talk in a manner that arouses interest otherwise no attention will be paid to his proposals. In order to have a favorable hearing and his acceptability, the salesman should give due consideration to: • The time of approach/ interview The Place and the method of greeting The importance of the selected time and place lies in the fact where the prospect does not resent presence of the salesman. The prospect is not preoccupied and he is not disturbed. Generally, meeting in office, or certain morning and evening hours at home are not likely by the prospects. As such it sis always advisable to fix the time and place at pre-approach stage. • A single interview is not likely to bring he desired result. Sometimes the home work done at pre-approach stage may prove to be different from he actual situation. This being the first contact, at least a favorable impression should be created in the mind of the prospect. • If the prospect is a referred lead, a direct reference of the reference can be made and it can be made clear you sell insurance. (Such reference can result in endless chain.) • During interviews a sales story can be more effective because it conveys the idea and information necessary to arouse prospect’s interest in a short time. A planned and duly rehearsed presentation with proper sequence of ideas is vital in the art of persuasion. The purpose of selling interview is to enhance the interest in the plan of insurance. The next step is to: a. b. c. Uncover the need Emphasize upon the need and Accentuate the need
It is here that stories can AROUSE THE CURIOSITY of the prospect.
Approach
It means the presence of the salesman with prospect at a convenient place and appointed time so that the two can talk freely.
A.
The agent should follow some rules during the
interview such as:• Talk to the point- do not talk more than necessary • Make conversion interactive – ask question that make the prospect talk • Arouse curiosity in the mind of the prospect so tat he asks questions • For their clarifications • Listen to the prospect carefully • Do not interrupt, contradict or argue • Make the talk interesting through pictorial presentation • Agent’s advice should be in the best interest of the prospect – it should not be in the interest of the agent.
B.
When the talks begins and the interview starts
A well prepared presentation is quite useful and true life stories relating to what insurance has done are more effective. These arouse the curiosity and interest of the prospect and help him arrived at the decision. The sequence is which ideas are presented is very significant in the art of persuasion. Take care, that is not only you who is interviewing the prospect but vice-versa, it is also true. You have to be ready with all the answers that can satisfy the prospect. It is the interview that is being sold. If you are able to sell the interviews that is being sold. If you are able to sell the interview which also means selling yourself ‘CLOSE OF THE SALE’ is very close. Planned presentation also covers inquire about the earliest insurance and or other saving plans. While appreciating this, the salesman should be able to find snags in such programmes and make the prospect to realize the need for its cover up. Then the
presence is plan and shows how it can fully meet such needs. And finally it is accepted by the prospect.
OBJECTION
These will arise during the course of interview. These can be considered as resistance to buy, or the steps towards convincing the prospect or symptoms of the real cause for not buying which has to be uncovered. When the prospect has been qualified, it is the duty of the salesman to remove the dust of objections, on the thoughts of the prospects to give him clarity. Objection denotes the fact that the prospect is not fully convinced as to buy insurance. Almost every insured person has risen on or more objections in the beginning. The salesman’s attitude has to be that if this man is not given insurance at present, he will regret this decision in future. He has to take it as a mission to provide insurance cover to all such qualified prospectus. Objections give an opportunity to salesman to know as to how the prospectus think; and handling of the objection help him improve his skills and confidence I himself. • So we can say that objection come naturally in the way of sales process and it is the persuasive skill and apt handling by the salesman that gives positive results. • However, if there is a tough prospect and it is getting hard to crack, it is best to conclude keeping the doors open for the future approach. Following objections: Agree with the prospect: Do not contradict him if you want him to listen to you. Restate the objection: He fill feel that you have understood him properly. It Introduce a new though: which interest him and appeals to him and helps him principles should be observed while dealing with
This way he will feel relaxed. conveys respect to him and makes him happier. move away from the earlier thought of objection to new thought of acceptance.
There are scores of objections relating to need, belief, health, another earning member, value of future returns, leaving everything to God, Financial hardships etc. the varieties of such objections fall in following three categories:1. FANCIED BUT NOT REAL For example: ‘Premium is high’, ‘Claims are not paid’, and ‘Religion does not permit’. These are based on super-ficial beliefs, and can be met with repeating the presentation process and emphasizing the need and playing upon the emotions of fear of consequence; it is the skill in the salesmanship that works here. 2. STRONGER THAN FAMCIED BUT NOT QUITE REAL: Examples are “I cannot afford”, “Loss will not occur”, “My wife can support the family”. Most of the objections fall under this category. Here the prospectus sure of what he is saying. He has to be encouraged to talk. He has to be brought out of himself. Be a good listener and try to cover more and more topics. Find out which topic has made him emotional. Catch him here without letting him feel that he has been trapped. This makes you work easily. 3. THE REAL ONES: These are mainly:i. ii. Absence of need. Inability to pay. In such cases do not persist. Leave them alone for the time being.
Catch up with them if future the condition changes for the goods. CLOSE It is stage, which is arrived at when the prospect makes a decision to buy. The process needs motivation, the psyche of the prospect has to be shaken so as to arouse his emotions to act.
The Principles of closing efforts are: 1. Make it hart not buy:
i. Bring forth and increase the intensity of the need of the prospect.
ii. iii.
Relate such stories and events that have proved calamitous in the absence of Rouse the emotions, particularly of love and affection and of fear.
insurance.
2.
Make it easy to buy:
i. ii. iii. iv. v. Cost of the suggested plan within the capacity bof the prospect including easy Working out daily premium and comparing it with the benefits. Synchronizing premium payment with income period of specific classes i.e. By explaining policy clauses, which speak of loans etc for some urgent but, By arranging medical at the convenience of the propose. installments
farmer, worker’s ex-gratia. temporary needs.
3.
Ask for a decision
a) By asking for some information such as date of birth, nominee’s name etc. or cost of assets etc. b) By suggesting medical examination or inspection of the assets.
SERVICE It is the stage, which comes after the purchase has been made by the prefect. Now the prospect has become the customer. He is carrying the belief that the product he has purchased will give him the promised satisfaction. It is the duty of the salesman to check, if the customer’s experience endorses these beliefs. If so, then the salesman’s image and integrity improves in the eyes of the customer. Insurance is an intangible product. It is not like TV or refrigerator or any other tangible product which, if they do not perform satisfactorily, can be changed. Insurance promises to perform only at the critical
event. If the product fails to fulfill its objective at the proper time, the credibility and integrity of the salesman suffer seriously. Life insurance is a long term contract and the sales person should keep proper record of all insured persons. He should visit then whenever the next premium falls due and help them for its regular deposits. Change in nomination, address etc. should be got done promptly. In case of financial difficulties he can help in obtaining loan.
Keeping in touch is the ‘MANTRA’. This rekindles faith in the mind of the insured. Such visit is always welcome. Even if the policy has not been sold by the salesman, it can be checked and serviced by him. Such an act will not only open the doors of the customer wider for the salesman but will also help him getting good leads also. But in some cases errors can occur. Here are some reasons why and insurance contract may fail to e perform as expected: a) 1. 2. 1. 2. Failure on part of the policyholder to fulfill the obligation on his part before the Non-payment of premium Non-submission of age-proof etc. Nomination Assignment etc. happening of the event, e.g.
b) Failure in arranging for proof of title such as:
In such case, some legal requirements arise and disputes may also come up between the claimants. This causes in-ordinate delay in claim settlement. A good salesman does not allow the title for claim to remain open or vague. c) Sometimes company’s records show some defects although the policyholder has fulfilled all requirements. The salesman should check the office records and if any minor defects are found, these should be corrected in time. His concern about the customer as well as towards the company will enhanced his image both in the eyes of customers and office. d) In insurance we have read about the principle of ‘Utmost Good Faith’ and of the parties being ‘Ad-Idem’ i.e. of the same mind. Sometimes the information given at the time of insurance if
found to be materially different from the actual position after the claim arises. These facts are normally related to health or personal history of the life assured. Such a situation cannot be corrected retrospectively and there is every likelihood of the claim being denied due to suppression of a fact material to the assessment of risk. Such difference of statement of facts attracts warranty resulting in the denial of the claim or a payment of some ex-gratia amount on humanitarian ground. e) Service call is like periodic check up so a s to remove any defect and is always welcome. A contact with the policy holder means reviewing of: Any change in circumstances Whether any further insurance is required. The obligations under the policy are being fulfilled. Renewal receipt are being obtained in time and Nomination, assignment or any changed in address are in order.
During a service call it becomes very easy to sell other insurance if there is an occasion for it. All the other stages of the selling process do not have any meaning with a satisfied customer. Wherever a new product is purchased by a person, the close circle friends of the customer give their own opinions and comments favorable or otherwise about it. Some such opinion can create doubts in his mind. During the service call the salesman can become aware of such doubts. He can use this opportunity by speaking about the purpose for which this purchase was made. Such a discussion will strengthen the ties between them. • It reassures the customer that for any dealing with the office, a dependable person is always with them. Ultimately, good servicing in recommending his friends to the salesman whom the latter can approach easily for insurance. • The continuity of such referred leads 4results into a beneficial cycle. The prospects list grows – more prospects, more business, more service, more prospects and the cycle goes on. • Such customer generally value service and they do not ask for rebates. This gives the salesman a differential competitive advantage. Good service fosters strong which
are difficult to break by any other salesman. His status in the market rises and resistance reduces. ETHICAL BEHAVIOUR Recent happening have put a question mark on the prosperities in business. Top companies of the world were found cheating through false accounts and dishonest audit certification. Bank funds have been misused. Officials have used authority for their personal benefit. People, whom the community has trusted to do their tasks-has belied them. People trust insurance agent. Policy holders hand over their small savings to insurers and trust that funds will be made available to them or to their dependents in their later year. Propriety and ethics are at the root of the business of insurance. Unethical behavior of an agent involves placing his own personal interest above the interest of his prospects. Code of conduct for Agent is laid down by IRDA in Agent’s regulations. It contains many clauses. Compliance with all these clauses will be automatic if the agent keeps interest of the prospect uppermost in his mind. Problems come up when agent gives more attention to the commission that would get from the policy rather than the benefits to the prospects. Some agent feel that they are doing a service to the policyholders in getting insurance cover by advising them not to reveal certain adverse information in the proposal form for fear of the underwriter calling additional requirements. In fact they are doing harm to hi. If there is an early claim, it may be repudiated by the insurer. Prospect’s family will be the loser. Stories may circulate that the insurance companies do not pay claims. Given below are a few situations some of the characteristics of a good ethical behavior of an agent: Placing client’s interest uppermost in his mind. All personal and business information pertaining to the client mentioned by him in the To disclose all fact – benefits and restrictions – to the client to enable him to make the
proposal form, to be kept secret. decision after getting full information.
Ideas to motivate good candidate to become insurance salesman
1. The pitch to be taken for prospective FCs
The typical reasons for opposition / reluctance form prospective FCs is: They look down upon becoming “commission-based” wage-earners. The points that were thrown up that could effectively tackle this resistance were:
I. II. III. IV. V. VI.
This is one of the few professions where the employee gets to choose his own timings for working This is one of the few professions where the employee gets to choose the customers which he wishes to serve. This is one of the few professions where there is unlimited opportunity to earnthere is no upper limit. This is the only profession where there are definite benefits derived for today’s work for the next 10-40 years. This is the only profession which gives up to 40% gross margin without any capital investment in the business. This is a profession which bestows upon the person the status of an “expert” – hence he can derive satisfaction form the fact that hundreds of people actually benefit form his advice, thereby generating tremendous goodwill.
2. Alternate channel for prospective good Insurance Salesman
There would still be good people out there who do not agree to become commission-based FCs. The solution here could be to set up an in-house distribution subsidiary which • • will have contract-based employees working full time on their rolls these employees will draw a package which will have a fixed component (salary/
stipend/fixed allowance) and a variable component linked to each proposal (commission – e.g. half that of an FC) • There would need to be clear exit clauses over time to ensure that the company does not end up endlessly investing in unproductive resources.
• 3.
There could be an option where these employees over time build confidence and
move to the fully –variable FC model
Make efforts to get this vocation public recognition and
approval
This could be done enough Presentations to opinion leaders – club members/ residential placements consultants Generating positive endorsements by opinion leaders about this vocation societies/
ALTERNATIVE CONSULTANTS BACKGROUND
IDEAS
TO
RECRUIT
GOOD
FINANCIAL
This idea was chosen as it uppermost on most of the BM’s minds as one of the most important issues concerning their jobs at work. At most of the branches, the traditional routes of recruiting FC’s (Advertising in mainline newspapers and scouting for FCs through traditional databases like CAS, Stock Exchanges, Post Offices, etc., are dying up.
Problems faced by the BM were
Not able to enough good FCs through these traditional routes/ in these traditional segments. up commission-based jobs.) The objective of the exercise was to throw up new ideas which could then be implemented if found useful. Difficult to excite/ motivate good FCs to join us when they find them (as good candidates reluctant to take
USEFUL IDEAS THROWN UP
I.
Alternative Consultants
routes
to
locate
prospective
Financial
I.A Targeting New segments for prospective FCs
The new segments that the brainstorming session threw up were:i. Members of multilevel Marketing chains (Amway’s, Modicare, Tupperware, Aviance, etc.)They have good contact bases. ii. Secretaries/Chairmen of Housing Societies- these are local opinion leaders. iii. Secretaries/Chairmen of local community groups- these are local opinion leaders iv. Accounts/HR/Purchase personnel in companies-these are opinion leaders/ in-house tax experts v. Ration Shop/Karyana Shops merchants-these are local opinion leaders vi. Partners/Employees of DSAs/DMAs-they have good contract bases. vii. Placement Consultants-they have good database viii. Leading Members of Clubs like Rotary, Lions, Jaycee, etc.—local opinion leaders. ix. Leading members of trade unions—opinion leaders x. Student leaders in Universities—opinion leaders xi. Medical representatives—they have good contact bases xii. Socially—active Housewives(located through mahilla samitis/kitty parties)—opinion leaders, have good contact bases xiii. Family members of employees in the IT department—opinion leaders xiv. STD booth owners—have good contact bases xv. Employees in telecom companies—good contact bases xvi. Hoteliers/Caterers –good contact bases xvii. LPG dealers – good contact bases xviii. Bank tellers—good contact bases xix. Doctors—opinion leaders, good contact bases xx. Company employees—brand ambassadors/exerts
xxi. People in Financial trouble (locate NPAs of housing loan companies)—alternate vocation for these people xxii. Relatives of Sarpanches/-Gram Sewaks/Agri Samiti Members (for rural FCs)—local opinion leaders. xxiii. Members of NGOs/ Social activists (for rural FCs –local opinion leaders have good contact bases. xxiv. Sales staff/distributors of Fertilizer companies (for rural FCs) have good contacts bases. xxv. Family members of postal staff (for rural FCs)—local opinion leaders. I.B
Product specific FCs
Our current FC is a “general” expert, who needs to satisfy over time the needs of an 18 year old to 60 years old. This could be one of the barriers in locating good FCs. An interesting thought that came up is that we could have FCs who is specialized in product lines and these FCs could have different profiles. FCs who specialize in selling Pensions i. ii. A person who sells deposits/Postal Products has conduct base in the older age group iii. employees in co-operative banks (which give higher FD rates for senior citizens) FCs who specializes in selling LCTA/Term i. ii. iii. a person who sells liabilities/home loans real estate agents/employees in real estate firms has a contact base in the younger age group
FCs who specializes in selling SPWL i. ii. iii. A person who sells other investment products like mutual funds, etc. stock brokers/ sub-brokers Has an investment – savvy contact base.
I.C Referral Programmes i. ii. Incentives FC get FCs programmes. Incentives Employee get FC Programmes iii. Incentives “other brand ambassador (like group company customers)” get FC programme I.D i. ii.
Education programmes
“Every family/society should have an Insurance Expert”—Using forums like GBMs of residential societies to propagate this idea “Every company should have an insurance expert” – Using forums like cafeterias/canteens of companies to propagate this idea
2. Ideas to motivate good candidates to become Insurance salesman
2. A the pitch to be taken for prospective FCs The typical reasons for opposition/reluctance from prospective FCs are: i. ii. They look down upon becoming “commission-based” wage-earners They think a job means-being a full-time employee on the rolls of a
company-hence a less lucrative offer but which has the “security” of being on the rolls attracts them more iii. Insurance selling is difficult.
The points that were thrown up that could effectively tackle this resistance were 1. 2. This is one of the few professions where the employee gets to choose his own This is one of the few professions where the employee gets to choose the timings for working. customers which he wishes to serve.
3. 4. 5. 6.
This is one of the few professions where there is unlimited opportunity to earn. This is the ONLY profession which gives up to 40% gross margin without any This is the ONLY profession where there are definite benefits derived for today’s This is a profession which bestows upon the person the status of an “expert” –hence
There is no upper limit. capital investment in the business. work for the next 10-40years. he can derive satisfaction from the fact that hundreds of people actually benefit from his advice, thereby generating tremendous goodwill. 2. B
Alternative channel for prospective good Insurance
Salesman
There would still be good people out there who do not agree to become commission-based FCs. The solution here could be to set up an in-house distribution subsidiary which will have contract-based employees working full time on their rolls these employees will draw a package which will have a fixed component( salary/stipend/fixed allowance) and a variable component linked to each proposal(commission-eg.half that of an FC) There would need to be clear exit clauses over time to ensure that the company does not end up endlessly investing in unproductive resource. There could be an option where these employees over time build confidence and move to the fully-variable FC model. 2.C Make efforts to get this vocation public recognition and
approval.
This could be done through i. ii. Presentations to opinion leaders-club members/residential societies/placement Generating positive endorsements by opinion leaders about this vocation. consultants.
ADVISOR ROLE To provide ongoing Financial advice for his/her clients: Identify future clients:
• Making appointments • Conduct Financial review meetings with prospects/ clients • Close sale • Get referrals • Provide service to clients
Follows internal sales and reporting system WORKING ENVIRNOMENT
• To be part of world class sales team • Work form your own office and residence • Work fulltime and part time • Earn commission, bonus & incentives • No upper limits on earnings
YOUR OPPORTUNITY
• No start up capital required • Flexible working environment • Be your own boss • Unlimited earning potential • To be part of world class team
YOUR POSSESS
• Confidence
• Self motivation • Persuasion • Urge to be financially independent • Relationship skills
THE SUPPORT PACKAGE TO MAKE YOU A SUCCESSFUL ADVISOR
Attractive Attractive Payments & & Payments
Strong Strong Reputation Reputation
We are We are partners inin partners your growth your growth and and prosperity prosperity
Superior Superior Products Products
High Quality High Quality
Management Management
Support Support
Extensive Extensive Training Training Excellent Excellent Customer Customer Service Service
‘CERTIFIED Financial Consultant’ –A CAREER IN INSURANCE COMPANY LIMITED Chosen to be a Financial Consultant with HDFC Standard Life Insurance Company Limited
HDFC Standard Life Insurance Company Limited is a joint venture between HDFC, India’s largest housing financial institution and Standard Life Assurance Company, Europe’s largest mutual life company. HDFC and Standard Life are Companies with tremendous financial strength as endorsed by credit rating agencies. Both enjoy an excellent reputation in terms of goodwill and efficient customer service. Sales training imparted to our consultants will be based on the finest international practices. HDFC manages Rs. 21450 crores in assets and Standard Life manages US$121 billion in assets. Both the promoters are well known for their ethical dealings, their Financial strength and their commitment to be a long term player in the life insurance industry—all important factors to consider when choosing your insurer
Agents as Certified Financial Consultant
People associate agents as middle-men, between the customer and the company. We see our representatives as much more than this. We see our representatives as professional and skilled advisors who are able to recommend the best solutions based upon the individual customer’s needs. Furthermore, with the imminent entry of new players and products in the market, we believe products will become more complex, and customer expectations of financial advisors will increase. The need for a consultant who will provide a customer-centric solution in insurance is inevitable. Given this environment we believe that the successful advisor/agents will have to assume the responsibility of a “Certified Financial Consultant”. The title Consultant therefore reflects the image we wish to develop and advocate in the market.
Role in HDFC SL ‘Certified Financial Consultant
He/she would analyze the customers’ financial requirements and recommend appropriate life insurance and pension solution, so that the customer is able to meet his/her Financial objectives in the most optimum manner. He/she shall provide support to customers on an ongoing basis.
Making a Financial Consultant
The company would support you by providing the required training and regular coaching. We also provide information in the form of sales aids etc. so that you are able to provide the best service to customers. One of the principal responsibilities of our Business Development Manager (BDM) is to insure that each Financial Consultant is supported at all times.
Career with HDFC SLIC as a Certified Financial Consultant
This is one of the few professions where the employee gets to choose his own timings for working. This is one of the few professions where the employee gets to choose the customers which he wishes to serve. This is one of the few professions where there is unlimited opportunity to earn—there is no upper limit. This is only profession where there are definite benefits derived for today’s work for the next 10-40 years. This is only profession which gives up to 40% gross margin without any capital investment in the business. This is a profession which bestows upon the person the status of an “expert” –hence he can derive satisfaction from the fact that hundreds of people actually benefit from his advice, thereby generating tremendous goodwill.
Pre-recruitment examination for Insurance Agents Name of the Examinations
This examination is called pre-recruitment examination for Insurance Agents. It is administered separately for Life Insurance Agents and Generals Insurance Agents, manually by the Institute and electronically by authorized ‘On-Line’ Examination Institutes. The examinations are called as follows: i. Pre-recruitment Examination for Life Insurance Agents, and ii. Pre-recruitment Examination for General Insurance Agents,
Eligibility (IRDA MANDATORY)
18+years of age/10+2 passed Willing to undergo 100 hrs. IRDA mandatory training Has no agency with any Life Insurance Company
According to regulation 5 of the Regulations, the person desiring to obtain or renew a license to act as an agent is required to: 1. Complete from an approved institution, at least, one hundred hours’ practical training in life or general insurance business, as the case may be, which may be spread over three to four weeks, where such person is seeking license for the first time to act as insurance agent and 2. Complete from an approved institution, at least one hundred fifty hours’ practical training in life and general insurance business, which may be spread over six to eight weeks, where such applicant is seeking license for the first time to act as a composite insurance agent. A person taking examination is required to satisfy the requirements of regulations 4 & 5 of the regulations, as explained above.
Eligibility (Preferred by HDFC-Standard Life Insurance Co. Ltd.
Candidate referred should score high in values and ethics and should be a match with Ambitious, self motivated, should be able commit time and wants to make serious The referred should preferably not be from a 9 to 5 job or else should be in a position HDFC SL Values. money. to dedicate at least 5 to 6 hours per day as an FC.
Overall Purpose of the Role
To sell the products of the company in a professional ethical manner. To set, monitor and achieve sales targets for self. To positively promote the company’s brand, its mission, aims and values.
Required Knowledge & Skills
Product range and features market-industry, competitors Company Sales Process Company Organization Structure Sales Skills
Selection procedure in HDFC SLIC
Following are the steps taken in the selection process:
• Filling of the Agency Application form • Selection Test and Initial screening by BDM • Interview by Branch/Resident Manager with the help of the Business Development Manager. • Acceptance of training cum Performance deposit. • Recommendation for IRDA training.
Chapter V
DATA ANALYSIS AND INTERPRETATION
AWARENESS OF INSURANCE COMPANIES
20 15 10 90 ICICIPRU(90%) BAJAJ ALLIANZ(80%) HDFC SLIC(75%) OM KOATAK M OHINDRA(10%) M AX NEW YORK LIFE(15%) SBI LFIE INSURANCE(20%)
75
80
What is the % of sources from which persons know about company?
17%
57%
NEWS PAPER(75%) TV AD's(60%) BANNER/POS TERS(2%) FRIENDS(90 %)
13% 13%
WHAT ATTRIBUTES ATTRACT A PERSON TO WORK AS Financial Consultant
P ART TIME JOB(60%)
0%
E XTRA INCOME(40%)
28% 32%
FLEXIBLE C AREER(35)
WORK FORM OWN OFFIC E OR RESIDE NCE(10%)
5% 16%
19%
TO BE PART OF WORLD CLASS S ALES TEAM(70%)
S lice 6
What % of the particulars attract financial
Standing and goodwill of company(90%)
Product range of company(35%) 0% 0% 13% 13% 57% Services being given by the company(80%) 17% Advertisement being given by the company(10%)
Communicatio n and knowledge of the representative s(10%) Return of bonus declared by company(32%)
PERCENTAGE OF PERSONS KNOW ABOUT HDFC SLIC
YES(80%) NO(20%)
TOTAL NO. OF FINANCIAL CONSULTANT RECRUITED
CONTECT PERSONS(90 %) RECRUITED FC(15%)
DO YOU HAVE ANY SALES EXPERIENCE
40% YES(60%) NO(40%) 60%
S.W.O.T
Strengths: Strong tie-up
ANALYSIS
With HDFC being major Housing Financial Institution and Standard Life being major player in insurance Sector. Brand Equity Strong Network • • HDFC’s Strong presence and awareness in the Indian Market. Huge Customer Database HDFC being major brand in India and Standard Life being major brand worldwide.
Weaknesses: Low customer awareness Less promotion
Opportunities: 32 Crore uninsured population Network building Targeting the rural segment
Threats: LIC and other aggressive new entrants.
Chapter VI
Conclusion, Findings SUGGESTIONS &
Conclusion
HDFC Standard Life Insurance is a part of HDFC group which is related with Home Loan, Car Loan, Mutual Funds, and Banking Sector etc. HDFC Standard Life Insurance is a first private insurance company. HDFC Standard life Insurance is a joint venture between HDFC and Standard Life Insurance. HDFC Standard life Insurance company offers agency with maximum benefit. No doubt LIC is the major player in Insurance companies as it was in India from last fifty years but with the upcoming of other insurance companies, people are getting aware and conscious while selecting any agency. HDFC Standard Life Insurance provides many benefits for their agents like Good commission on policies. Insurance agent is an important component of distribution channel for life insurance products. He is required to procure new insurance business in a manner consistent with the interest of the policyholders and his company. It is the interest of the life assured, the insurer and the agent that the business is conserved without lapse and for that the agent has to remain in contact with the life assured, render proper service and help at the time of claim. Through knowledge about the company’s products and office procedures are the pre-requisites for success of an agent. The agent is also a financial advisor of the prospect and, therefore, must be familiar with other financial instruments and law relating to tax matters. Selling process includes six main steps: pre-approach, approach, interview, objections, motivation and closing. A prospect decides to buy because he has a need, he finds a product for need, and price is commensurate with the satisfaction he wants. For life insurance, need arousal becomes necessary. A life insurance contract may fail to perform as expected. The reasons for such a failure may be: failure on the part of the policyholder, failure in arranging for proof of title, defective records of the insurance company and breach of utmost food faith. Agent’s role is significant in avoiding such a failure. Servicing the policy is an important as selling it. Service means continuity of contacts with the customer to ensure that the performance of the product is in conformity with the expectations of the customer. Keeping in touch by way of service calls also helps further selling.
SUGGESTIONS • • • • • • • • • The people in the rural areas should be taped and brought under the life policies. More and more advertising should be used to tap the customers. More awareness campaign Life insurance policies should be made compulsory to all the earning individual. Short term policies should be advertised heavily as it is still unknown area from most of the Services should be improved procedure to get life insurance policy should be made easily More and more of bonus and extra benefit should be given. Investment plans should be made to as suitable to individual need. Investment plans suitable to eh female population (female child) should be brought in the market As from the research the premium following in the segment of Rs.2500 to Rs. 5000 should be
should be under taken so that people can relay on the company.
people. assessable.
with minimum premium and additional benefit. encouraged. Policies having premium of less than 2500 can be increased or additional features can be added to this segment of policy. • • Life insurance should be customized as the requirement of the customer. More and more benefits should be added to children segment since they are the most untapped
segment. Secondly, policy should be designed in such a way that they cover both major as well the minor in a single policy. • • Benefits from the investment in insurance should be increased as compare to provident fund. Financial Consultant should be provided training so that they are updated about the latest trends
and policies in the company.
Bibliography
A.M. Verghese,(1997) Kalyani book of Insurance, (Kalyani Publication, Ludhiana) Avtar Singh,(2004) Law of Insurance,( Eastren Book Company) B.S. Baldev, Insurance Fundamental, Environment & Procedure Dr. Sajid Ali,(2007) Insurance in India, (Royal Publication, New Delhi.) Dearborn (2001) Life Insurance Suitability, (Kalpan Publication) Inderjit Singh,(2007) Insurance and Risk Management, ( Kalyani Publication, Ludhiana) Kanika Mishra,(2009) Life insurance Underwriting, (New Delhi : Deep & Deep Publications). L.S. kanwal, (1995) Text Book of Insurance, ( Kalyani Publication, Ludhiana) M.S. Mishra,(2004) Insurance Principal & practices (S. Chand & Co. Ltd) R.K. Sharma (2007), Banking and Insurance (New Delhi : Kalyani Publ.) R.S. Sharma,(2003) Insurance Principal & practices,( New Delhi Pub.) S.C. Goyal (2004) Banking and Insurance, ( Kalyani Publication, Ludhiana) S.P. Sharma,(2004) Organisation of Indian Insurance,( New Delhi Pub.)
Universal Publications, (2008) The Insurance Act 1938 Vylder Florent,(2004) Life Insurance Theory ( Landmark Books) Brouchers of HDFC Standard Life Insurance ltd.
Websites
www.hdfc.standardlife.com www.irda.com www.google.com
Questionnaire for Door-to-Door Activity for FC Recruitment Process to be followed: Identifying areas to conduct survey so that we can get maximum of “Likely Identifying whether the prospect fits our profile of “Likely Financial Consultant”-by Ensuring that the prospects who are interested are given to the branch to
Financial Consultant”. administering Questionnaire. convert.
Target Segment Males, Age:25-35, HSC/ GRADUATE
Mandatory Parameters Does not already have a life insurance agency, Has social
Optional Parameters Experience selling, Single-income in
contact base of more than 50 people, has a telephone number (preferably not pp)
family, Number dependents of
Males, Age:35-55, Graduate/Postgraduate
Doesn’t already have a life
Experience selling,
in
Insurance agency, Has social contacts base of
Single-income family, Number of
More than50 people, has a Telephone number(preferably Not pp) Doesn’t already have a life Insurance agency,
dependents
Females, Age:25-45, Graduate/postgraduate
Experience selling, Single-income
in
Has social contacts base of More than50 people, has a Telephone number(preferably Not pp)
family, Number dependents of
Note: Prospect can be said to fit our profile of “likely Financial Consultant” if 1. 2. 3. He/she matches Target Segment He/she satisfies all Mandatory Parameters He/she satisfies at least 1 out of the 3 optional parameters defined.
Recruitment Questionnaire
In order to determine whether the prospect falls within the above profile, we administer a Recruitment Questionnaire as given below
Small introduction –I am a student of a business school xxxx and am doing a project
on the Insurance sector. Would you be willing to participate and answer a few questions? If yes, go ahead
1. 2. 3. 4.
Name: Age: Gender: Address (office, Residence)
5.
What are your Educational Qualification? (please tick appropriate) 10th pass: 10+2/ stream: Graduate/stream: Post Graduate (specify):
6.
What is your current Occupation? (please tick) Salaried: Self-employed: Student (specify):
7.
Mandatory Parameter Telephone numbers…………office
8.
Mandatory Parameter Do you currently have an agency for any life
insurance company?
9.
Mandatory Parameter what would be the size of your social contact base, who know you on first name basis?(nos. approx.)
Question 2(Age), 3(Gender) and 5(Education Qualifications) will help you determine the Target Segment that the prospect falls under. In case the prospect does not fall under any of the 3 Segments, then he/she is not suitable. Question 7(telephone numbers), 8(no life insurance Agency) and 9 (social contact base>50) are Mandatory Targeting Parameters. In case the prospect does not satisfy these parameters, then he/she is not suitable. Question 11(single Income family), 12 (no. of dependents>=2) and 13(sales Experience 2 years) are optional Targeting parameters. At least 1 out of 3 need to much for the prospect to qualify as a ‘likely FC’ and for the process to be taken further.
If prospects matches Target Criteria and is “Likely FC” Dear Sir/Madam, I am going a project for HDFC Standard Life is a JV between HDFC LTD. India’s largest housing finance company and standard Life Policy, Europe’s largest mutual life company and standard life Plc, and is one of the India’s leading new life insurance companies.
HDFC Standard Life Insurance is looking for Financial Consultant who can be a partner in its process. (At this stage, the trainee can give the prospect a copy of the FC recruitment newspaper insert.) Based on the information that you have given me, you could become one of HDFC Standard Life FCs. Please note that there are other stages in the recruitment process. Would you be interested in meeting up with a business Development Manager of HDFC Standard Life who will give you further details about this opportunity to earn some additional income? Intention of Interest from Prospect
Yes, I am interested in knowing more about becoming a Financial Consultant for HDFC Standard Life Insurance. I wish to meet up with a Business Development Manager of HDFC Standard Life Insurance to understand more about this opportunity to earn some additional income.
Signature of Prospect:
FORM IRDA-AGENTS-VA
Insurance Regulatory and Development Authority (Licensing of Insurance Agents) Regulations, 2000. APPLICATION FOR A LICENCE / RENEWAL OF LICENCE TO ACT AS AN INSURANCE AGENT To The Insurance Regulatory and Development Authority, Department of Licensing, New Delhi. Dear Sirs, I request that --(a) a license to act as an insurance agent* / a composite insurance agent* may be granted to me. (b) *my license bearing number ____________________ and expiry date_____________ may be renewed for a further period of three years. 2. I hereby declare that particulars given below are true and that the license for which I apply will be used only by myself for soliciting or procuring insurance business for one life insurer* / one general insurer* / both*.
(1) Name:[ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ] (2) Father's/Husband's Name [ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ] [ ] (3) Full Address: House No. :[ ][ ][ ][ ][ ][ ][ ][ ][ ][ ] Street:[ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ] [ ] Town:[ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ [] [ ][ ][ ] [ ] District:[ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ] [ ][ ][ ][ ][ ] State : [ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ] [ ][ ][ ][ ][ ] Pin Code:[ ][ ][ ][ ][ ][ ] Telephone No.:[ ][ ][ ][ ][ ][ ]---[ ][ ][ ][ ][ ][ ][ ][ ] (STD Code -- Number):
(4) Date of Birth: Day- Month-Year
[ ][ ]-[ ] [ ]-[ ][ ][ ][ ] [ ]
(5) Title: State 1 if are Mr., 2 Mrs., 3 Miss:
(6) If you ever held a Licence, state No. and date of expiry, otherwise say "Nil".
(a) Licence Number:
[ ][ ][ ][ ] [ ][ ][ ][ ] [ ] [ ] [ ][ ]-[ ] [ ]-[ ][ ][ ][ ]
(b) Date of Expiry: Day- Month-Year (1)
If you apply for licence to work for a life insurer, state 1, for
a general insurer, state 2, for both state 3 in the box. [ ] (8) If you are an applicant from a rural place, state 1, in the box. [ ] (9) Educational Qualifications. State 1, if you passed Class X; 2: Class XII; 3: Graduate; 4: Post-graduate; 5: if you hold a professional qualification such as ACA, FASI, AICWA.): [ ]
(10) Give particulars of pass in pre-recruitment test conducted by the Insurance Institute of India or any examination body: (a) Name of Examination Body: [ ] (b) Candidate's Number: [ ] (c) Centre of Examination: [ ] (d) Date of Passing: [ ][ ]-[ ][ ]-[ ][ ][ ][ ] (Day- Month-Year) [ ][ ][ ][ ][ ][ ][ ][ ][ ] [ ][ ][ ][ ][ ][ ][ ][ ][ ] [ ][ ][ ][ ][ ][ ][ ][ ][ ]
(11) Give particulars of Practical Training completed from an approved institution. (a) Training Hours completed: [ ][ ]
(b) Name of Training Institute:[ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ] [ ][ ][ ][ ][ ][ ] (c) Candidate's Number: (d) Centre (Place) of Training: [ ][ ][ ][ ][ ][ ][ ][ ][ ][ ] [ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ] [ ][ ] [ ][ ][ ][ ][ ] ] (e) Starting Date of Training: (Day- Month-Year) 3. I further declare that---(a) I have not been found to be of unsound mind by a court of [ ][ ]-[ ][ ]-[ ][ ][ ][ ]
competent jurisdiction; (b) I have not been found guilty of criminal misappropriation or
criminal breach of trust or cheating or forgery or an abetment of or attempt to commit any such offence by a court of competent jurisdiction; (c)I have not been found guilty of or to have knowingly participated in or connived at any fraud, dishonestly or misrepresentation against an insurer or an insured in the course
of any judicial proceeding relating to any policy of insurance or the winding up of an insurance company or in the course of an investigation of the affairs of an insurer; and
(d)
#I have not violated the code of conduct specified under Regulation 8 of Insurance Regulatory and Development Authority (Licensing of Insurance Agents) Regulations, 2000).
4. I have made the payment of licence fee of rupees two hundred and fifty and for which I enclose the documentary evidence. 5. I enclose the following documents in support of the educational qualification, pre-recruitment test, and the practical training. (a) ______________________ (b) _________________________ Place Date: Yours faithfully, Signature of applicant
(* Strike out portion not required.) ORM IRDA-AGENTS-VB (SEE REGULATION 3) INSURANCE REGULATORY AND DEVELOPMENT AUTHORITY
(LICENSING OF INSURANCE AGENTS) REGULATIONS, 2000. INSURANCE REGULATORY AND DEVELOPMENT AUTHORITY, NEW DELHI LICENCE NO. [ ][ ][ ][ ] [ ][ ][ ][ ] [ ] [ ]
LICENCE TO ACT AS AN INSURANCE AGENT UNDER PART II OF THE INSURANCE ACT, 1938 (IV OF 1938) NAME OF INSURANCE AGENT*/ COMPOSITE INSURANCE AGENT*:_____________________________ ADRESSS: House No. :[ ][ ][ ][ ][ ][ ][ ][ ][ ][ ] Street:[ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ] Town:[ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ [] District:[ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ] State : [ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ][ ] Pin Code:[ ][ ][ ][ ][ ][ ] Having paid the prescribed fee and having made the necessary declaration is hereby authorised to act an insurance agent for three years from__________________ for procuring or soliciting insurance business of one life insurer* / one general
insurer*/both*. (*strike out portion not required) Place Date for Insurance Regulatory and Development Authority Designated Person: Signature of Licence holder:
This licence is not valid unless it bears a facsimile of the signature of the chairperson of the Insurance Regulatory and Development Authority and the initials of a person authorised by him in this behalf, the signature of the licence holder and the identity card(s). The licence holder should put his signature as soon as licence is received.
IDENTITY CARD-:
Every Insurance Agent holds an Identity card. And it is the duty of the agent to show identity card to the customer whenever asked.
FORM IRDA-AGENTS-VZ (See Regulation 3) Insurance Regulatory and Development Authority (Licensing of Insurance Agents) Regulations, 2000) Individual Insurance Agent's identity card
Photo
Agent's Licence No.: Name of the Agent: Father's/Husband's Name: Office of the Insurer with whom Agent's signature the agent is attached:
Male/Female Issued on: [ ][ ]-[ ][ ]-[ ][ ] Valid up to: [ ][ ]-[ ][ ]-[ ][ ] born on: [ ][ ]-[ ][ ]-[ ][ ]
The
holder
of
this
card
is
authorised to sell our insurance products, as per our terms and conditions.
Signature of Designated Person Name of Insurer (With Seal)
(Please see on the reverse)
Address and telephone numbers of the Insurer: (If required to be contacted by any one in connection with the holder of this card): Address and telephone numbers of the Agent:
