| Abstract: | The main aim of this study is to determine whether claim reporting, response to claim, towing
damaged vehicle, damage assessment, repair handling & complaint management (motor
insurance claim management process at EIC) significantly affect customer satisfaction. In this
research conceptual framework, customer satisfaction is the dependent variable and motor
insurance claim management processes are independent variables. The general population of
the study is EIC customers holding comprehensive motor insurance cover and had claim
experience found in the six districts residing in the capital city of Addis Ababa. there are
1,860 motor insurance customers holding comprehensive cover and had claim experience as
of December 31, 2021.Out of this population a sample of 329 customers are selected through
a proportionate stratified random sampling technique from the six districts of EIC. A mixed
research design that combines both explanatory and descriptive research design is used. Data
was obtained from both primary and secondary sources of data. To collect data, Survey
questionnaires were distributed to a total of 329 customers’. Moreover, the six district
directors of EIC were interviewed. To conduct data analysis both descriptive and inferential
statistics through SPSS version 26 software and multiple regression models used. The findings
from Both the correlation analysis as well as the multiple regression models have indicated
that customer satisfaction is positively related to the four elements of the claim management
process (towing damaged vehicle, damage assessment, repair handling & complaint
management).Specifically, repair handling showed the strongest correlation as well as the
highest coefficient in the regression analysis leading to the conclusion that repair handling is
the most important element of the motor insurance claim management process to EIC
customers. This is followed by towing damaged vehicle, damage assessment & complaint
management processes, which were observed to be the second, third and fourth important
element of the motor insurance claim management process with the respectively highest
correlation and regression coefficients. The other two elements of the claim management
process (claim reporting & response to claim) were seen to have negative relationship with
customers’ satisfaction & statistically insignificant predictors of customer satisfaction. |
