A study on the effectiveness of MCIS Zurich Insurance Berhad customer service rendered to their existing policy holders in Kuching Market / Hakasah Daud

Providing an efficiency of customer service in insurance company considered as one of the prime ways to build long-term loyalty and to attract new customers. Besides that it is one way for customers to differentiate a company and its products from their competitors. This research is to determine the effectiveness of the customer service rendered by MCIS Zurich Insurance, Kuching's Branch. The findings of the study are clearly shows that customers considered most of the service and facilities as very good and above average. Customers generally satisfied with the services provided by the company. However, there are certain areas of the service that need to be given more priority, especially the after sales service. In terms of promotions, it seems obvious that majority of the policyholders have minimal knowledge on the life insurance policy that being offered by MCIS Zurich Insurance company. The promptness and accuracy of claims made by the policyholder were excellence and should be maintained by the company.