Abstract
The satisfaction of policy-holders is considered a key performance indicator in insurance business, particularly in the health insurance sector. Various factors influence the satisfaction of policy-holders about their health insurance policies. Any level of dissatisfaction about health insurance product or services will affect the renewal of the policy. So, it is important to understand the level of satisfaction of health insurance policy-holders. The study tries to find out the impact of awareness on customer satisfaction among health insurance policy-holders. The study was conducted in Ernakulam district of Kerala among 150 policy-holders who availed themselves of treatment at the empanelled hospitals. The study analyses the level of satisfaction of policy-holders with respect to their awareness on health insurance companies, procedures and policies. The study reveals that customer satisfaction is significantly affected by the policy-holder’s awareness of the insurance company’s procedures and policies.
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