Intro Insurance PDF

CHAPTER 1
INTRODUCTION TO INSURANCE
Chapter Introduction
This chapter aims to introduce the basics of insurance, trace its evolution and
how it works. You will also learn how insurance provides protection against
economic losses arising as a result of unforeseen events and serves as an
instrument of risk transfer.
Learning Outcomes
A. Life insurance – History and evolution

B. How insurance works
C. Risk management techniques
D. Insurance as a tool for managing risk
E. Role of insurance in society
IC-33 LIFE INSURANCE 1

CHAPTER 1 LIFE INSURANCE – HISTORY AND EVOLUTION
A. Life insurance – History and evolution
We live in a world of uncertainty. We hear about:
 trains colliding;
 floods destroying entire communities;
 earthquakes that bring grief;
 young people dying suddenly pre-maturely
Diagram 1: Events happening around us
Why do these events make us anxious and afraid?
The reason is simple.
i. Firstly these events are unpredictable. If we can anticipate and predict

an event, we can prepare for it.
ii. Secondly, such unpredictable and untoward events are often a cause of
economic loss and grief.
2 IC-33 LIFE INSURANCE

LIFE INSURANCE – HISTORY AND EVOLUTION CHAPTER 1
A community can come to the aid of individuals who are affected by such
events, by having a system of sharing and mutual support.
The idea of insurance took birth thousands of years ago. Yet, the business of
insurance, as we know it today, goes back to just two or three centuries.
1. History of insurance
Insurance has been known to exist in some form or other since 3000 BC. Various
civilisations, over the years, have practiced the concept of pooling and sharing
among themselves, all the losses suffered by some members of the community.
Let us take a look at some of the ways in which this concept was applied.
2. Insurance through the ages
Babylonian Traders The Babylonian traders had agreements where they

would pay additional sums to lenders, as a price for
writing off of their loans, in case a shipment was lost or
stolen. These were called ‘bottomry loans’. Under these
agreements, the loan taken against the security of the
ship or its goods had to be repaid only if and when the
ship arrived safely, after the voyage, at its destination.
Traders from Practices similar to Babylonian traders were prevalent
Baruch and Surat among traders from Baruch and Surat, sailing in Indian
ships to Sri Lanka, Egypt and Greece.
Greeks The Greeks had started benevolent societies in the late
7th century AD, to take care of the funeral – and families
– of members who died. The Friendly Societies of
England were similarly constituted.
Inhabitants of The inhabitants of Rhodes adopted a practice whereby,
Rhodes if some goods were lost due to jettisoning1 during
distress, the owners of goods (even those who lost
nothing) would bear the losses in some proportion.
Chinese Traders Chinese traders in ancient days would keep their goods
in different boats or ships sailing over the treacherous
rivers. They assumed that even if any of the boats
suffered such a fate, the loss of goods would be only
partial and not total. The loss could be distributed and
thereby reduced.
3. Modern concepts of insurance
In India the principle of life insurance was reflected in the institution of the
joint-family system in India, which was one of the best forms of life insurance
down the ages. Sorrows and losses were shared by various family members in
1
Jettisoning means throwing away some of the cargo to reduce weight of the ship and restore balance
CHAPTER 1 LIFE INSURANCE – HISTORY AND EVOLUTION
the event of the unfortunate demise of a member, as a result of which each

member of the family continued to feel secure.
The break-up of the joint family system and emergence of the nuclear
family in the modern era, coupled with the stress of daily life has made it
necessary to evolve alternative systems for security. This highlights the
importance of life insurance to an individual.
i. Lloyds: The origins of modern commercial insurance business as
practiced today can be traced to Lloyd’s Coffee House in London.
Traders, who used to gather there, would agree to share the losses, to
their goods being carried by ships, due to perils of the sea. Such losses
used to occur because of maritime perils, such as pirates robbing on the
high seas, or bad sea weather spoiling the goods or sinking of the ship
due to perils of the sea.
ii. Amicable Society for a Perpetual Assurance founded in 1706 in London
is considered to be the first life insurance company in the world.
4. History of insurance in India

a) India: Modern insurance in India began in early 1800 or thereabouts, with
agencies of foreign insurers starting marine insurance business.
The Oriental Life The first life insurance company to be set up

Insurance Co. Ltd in India was an English company
Triton Insurance Co. Ltd. The first non-life insurer to be established in
India
Bombay Mutual Assurance The first Indian insurance company. It was
Society Ltd. formed in 1870 in Mumbai
National Insurance The oldest insurance company in India. It was
Company Ltd. founded in 1906 and it is still in business.
Many other Indian companies were set up subsequently as a result of the

Swadeshi movement at the turn of the century.
Important
In 1912, the Life Insurance Companies Act and the Provident Fund Act were
passed to regulate the insurance business. The Life Insurance Companies Act,
1912 made it compulsory that premium-rate tables and periodical valuation of
companies be certified by an actuary. However, the disparity and discrimination
between Indian and foreign companies continued.
The Insurance Act 1938 was the first legislation enacted to regulate the
conduct of insurance companies in India. This Act, as amended from time
to time continues to be in force.The Controller of Insurance was
appointed by the Government under the provisions of the Insurance Act.

HOW INSURANCE WORKS CHAPTER 1
b) Nationalisation of life insurance: Life insurance business was nationalised

on 1st September 1956 and the Life Insurance Corporation of India (LIC)
was formed. There were 170 companies and 75 provident fund societies
doing life insurance business in India at that time. From 1956 to 1999, the
LIC held exclusive rights to do life insurance business in India.
c) Nationalisation of non-life insurance: With the enactment of General

Insurance Business Nationalisation Act (GIBNA) in 1972, the non-life
insurance business was also nationalised and the General Insurance
Corporation of India (GIC) and its four subsidiaries were set up. At that
point of time, 106 insurers in India doing non-life insurance business were
amalgamated with the formation of four subsidiaries of the GIC of India.
d) Malhotra Committee and IRDA: In 1993, the Malhotra Committee was setup
to explore and recommend changes for development of the industry
including the reintroduction of an element of competition. The Committee
submitted its report in 1994.In 1997 the Insurance Regulatory Authority (IRA)
was established. The passing of the Insurance Regulatory& Development Act,
1999(IRDA) led to the formation of Insurance Regulatory and Development
Authority (IRDA) in April 2000 as a statutory regulatory body both for life
and non-life insurance industry.
5. Life insurance industry today
Currently, there are 24 life insurance companies operating in India as detailed

hereunder:
a) Life Insurance Corporation (LIC) of India is a public sector company
b) There are 23 life insurance companies in the private sector
c) The postal department, under the Government of India, also transacts

life insurance business via Postal Life Insurance, but is exempt from the
purview of the regulator
Test Yourself 1
Which among the following is the regulator for the insurance industry in India?
I. Insurance Authority of India

II. Insurance Regulatory and Development Authority
III. Life Insurance Corporation of India
IV. General Insurance Corporation of India
B. How insurance works

CHAPTER 1 HOW INSURANCE WORKS
Modern commerce was founded on the principle of ownership of property. When

an asset loses value (by loss or destruction) due to a certain event, the owner of
the asset suffers an economic loss. However if a common fund is created, which
is made up of small contributions from many such owners of similar assets, this
amount could be used to compensate the loss suffered by the unfortunate few.
In simple words, the chance of suffering a certain economic loss and its
consequence could be transferred from one individual to many through the
mechanism of insurance.
Definition
Insurance may thus be considered as a process by which the losses of a few, who
are unfortunate to suffer such losses, are shared amongst those exposed to
similar uncertain events / situations.
Diagram 2: How insurance works
There is however a catch here.
i. Would people agree to part with their hard earned money, to create such
a common fund?
ii. How could they trust that their contributions are actually being used for
the desired purpose?
iii. How would they know if they are paying too much or too little?
Obviously someone has to initiate and organise the process and bring members
of the community together for this purpose. That ‘someone’ is known as an
‘Insurer’ who determines the contribution that each individual must make to
the pool and arranges to pay to those who suffer the loss.

The insurer must also win the trust of the individuals and the community.

CHAPTER 1 HOW INSURANCE WORKS
1. How insurance works
a) Firstly, these must be an asset which has an economic value. The ASSET:
i. May be physical (like a car or a building) or
ii. May be non-physical (like name and goodwill) or
iii. May be personal (like one’s eyes, limbs and other aspects of one’s
body)
b) The asset may lose its value if a certain event happens. This chance of
loss is called as risk. The cause of the risk event is known as peril.
c) There is a principle known as pooling. This consists of collecting

numerous individual contributions (known as premiums) from various
persons. These persons have similar assets which are exposed to similar
risks.
d) This pool of funds is used to compensate the few who might suffer the
losses as caused by a peril.
e) This process of pooling funds and compensating the unlucky few is

carried out through an institution known as the insurer.
f) The insurer enters into an insurance contract with each person who
seeks to participate in the scheme. Such a participant is known as
insured.
2. Insurance reduces burdens

Burden of risk refers to the costs, losses and disabilities one has to bear as a
result of being exposed to a given loss situation/event.
Diagram 3: Risk burdens that one carries
There are two types of risk burdens that one carries – primary and secondary.
a) Primary burden of risk
The primary burden of risk consists of losses that are actually suffered by
households (and business units), as a result of pure risk events. These losses
are often direct and measurable and can be easily compensated for by
insurance.

Example
When a factory gets destroyed by fire, the actual value of goods damaged or
destroyed can be estimated and the compensation can be paid to the one
who suffers such loss.
If an individual undergoes a heart surgery, the medical cost of the same is

known and compensated.
In addition there may be some indirect losses.
Example
A fire may interrupt business operations and lead to loss of profits which
also can be estimated and the compensation can be paid to the one who
suffers such a loss.
b) Secondary burden of risk
Suppose no such event occurs and there is no loss. Does it mean that those
who are exposed to the peril carry no burden? The answer is that apart from
the primary burden, one also carries a secondary burden of risk.
The secondary burden of risk consists of costs and strains that one has to
bear merely from the fact that one is exposed to a loss situation. Even if the
said event does not occur, these burdens have still to be borne.
Let us understand some of these burdens:
i. Firstly there is physical and mental strain caused by fear and anxiety.
The anxiety may vary from person to person but it is present and can
cause stress and affect a person’s wellbeing.
ii. Secondly when one is uncertain about whether a loss would occur or
not, the prudent thing to do would be to set aside a reserve fund to
meet such an eventuality. There is a cost involved in keeping such a
fund. For instance, such funds may be held in a liquid form and yield low
returns.
By transferring the risk to an insurer, it becomes possible to enjoy peace of

mind, invest funds that would otherwise have been set aside as a reserve, and
plan one’s business more effectively. It is precisely for these reasons that
insurance is needed.

CHAPTER 1 RISK MANAGEMENT TECHNIQUES
Test Yourself 2
Which among the following is a secondary burden of risk?
I. Business interruption cost

II. Goods damaged cost
III. Setting aside reserves as a provision for meeting potential losses in the
future
IV. Hospitalisation costs as a result of heart attack
C. Risk management techniques
Another question one may ask is whether insurance is the right solution to all
kinds of risk situations. The answer is ‘No’.
Insurance is only one of the methods by which individuals may seek to manage
their risks. Here they transfer the risks they face to an insurance company.
However there are some other methods of dealing with risks, which are
explained below:
1. Risk avoidance
Controlling risk by avoiding a loss situation is known as risk avoidance. Thus one
may try to avoid any property, person or activity with which an exposure may
be associated.
Example
i. One may refuse to bear certain manufacturing risks by contracting out the
manufacturing to someone else.
ii. One may not venture outside the house for fear of meeting with an accident
or may not travel at all for fear of falling ill when abroad.
But risk avoidance is a negative way to handle risk. Individual and social
advancements come from activities that need some risks to be taken. By
avoiding such activities, individuals and society would lose the benefits that
such risk taking activities can provide.
2. Risk retention
One tries to manage the impact of risk and decides to bear the risk and its
effects by oneself. This is known as self-insurance.

RISK MANAGEMENT TECHNIQUES CHAPTER 1
Example
A business house may decide, based on experience about its capacity to bear
small losses up to a certain limit, to retain the risk with itself.
3. Risk reduction and control
This is a more practical and relevant approach than risk avoidance. It means
taking steps to lower the chance of occurrence of a loss and/or to reduce
severity of its impact if such loss should occur.
Important
The measures to reduce chance of occurrence are known as ‘Loss Prevention’.

The measures to reduce degree of loss are called ‘Loss Reduction’.
Risk reduction involves reducing the frequency and/or sizes of losses through
one or more of:
a) Education and training, such as holding regular “fire drills” for

employees, or ensuring adequate training of drivers, forklift operators,
wearing of helmets and seat belts and so on.
One example of this can be educating school going children to avoid junk
food.
b) Making Environmental changes, such as improving “physical”

conditions, e.g. better locks on doors, bars or shutters on windows,
installing burglar or fire alarms or extinguishers. The State can take
measures to curb pollution and noise levels to improve the health status
of its people. Regular spraying of Malaria medicine helps in prevention of
outbreak of the disease.
c) Changes made in dangerous or hazardous operations, while using

machinery and equipment or in the performance of other tasks
For example leading a healthy lifestyle and eating properly at the right
time helps in reducing the incidence of falling ill.
d) Separation, spreading out various items of property into varied locations

rather than concentrating them at one location, is a method to control
risks. The idea is, if a mishap were to occur in one location, its impact
could be reduced by not keeping everything at that one place.

CHAPTER 1 RISK MANAGEMENT TECHNIQUES
For instance one could reduce the loss of inventory by storing it in

different warehouses. Even if one of these were to be destroyed, the
impact would be reduced considerably.
4. Risk financing
This refers to the provision of funds to meet losses that may occur.
a) Risk retention through self-financing involves self-payment for any losses

as they occur. In this process the firm assumes and finances its own risk,
either through its own or borrowed funds, this is known as self-insurance.
The firm may also engage in various risk reduction methods to make the loss
impact small enough to be retained by the firm.
b) Risk transfer is an alternative to risk retention. Risk transfer involves

transferring the responsibility for losses to another party. Here the losses
that may arise as a result of a fortuitous event (or peril) are transferred to
another entity.
Insurance is one of the major forms of risk transfer, and it permits

uncertainty to be replaced by certainty through insurance indemnity.
Insurance vs Assurance
Both insurance and assurance are financial products offered by

companies operating commercially. Of late the distinction between the
two has increasingly become blurred and the two are taken as
somewhat similar. However there are subtle differences between the
two as discussed hereunder.
Insurance refers to protection against an event that might happen

whereas assurance refers to protection against an event that will
happen. Insurance provides cover against a risk while assurance covers
an event that is definite e.g death, which is certain, only the time
of occurrence is uncertain.Assurance policies are associated with life
cover.

RISK MANAGEMENT TECHNIQUES CHAPTER 1
Diagram 4: How insurance indemnifies the insured
There are other ways to transfer risk. For example when a firm is part of a
group, the risk may be transferred to the parent group which would then
finance the losses.
Thus, insurance is only one of the methods of risk transfer.

CHAPTER 1 INSURANCE AS A TOOL FOR MANAGING RISK
Test Yourself 3
Which among the following is a method of risk transfer?
I. Bank FD
II. Insurance
III. Equity shares
IV. Real estate
D. Insurance as a tool for managing risk

When we speak about a risk, we are not referring to a loss that has actually
been suffered but a loss that is likely to occur. It is thus an expected loss. The
cost of this expected loss (which is the same as the cost of the risk) is the
product of two factors:
i. The probability that the peril being insured against may happen, leading
to the loss
ii. The impact or the amount of loss that may be suffered as a result
The cost of risk would increase in direct proportion with both probability and
amount of loss. However, if the amount of loss is very high, and the probability
of its occurrence is small, the cost of the risk would be low.
Diagram 5: Considerations before opting for insurance
1. Considerations before opting for Insurance
When deciding whether to insure or not, one needs to weigh the cost of
transferring the risk against the cost of bearing the loss, that may arise, oneself.
The cost of transferring the risk is the insurance premium – it is given by two
factors mentioned in the previous paragraph. The best situations for insurance
would be where the probability is very low but the loss impact could be very
high. In such instances, the cost of transferring the risk through its insurance
(the premium) would be much lower while the cost of bearing it on oneself
would be very high.

ROLE OF INSURANCE IN SOCIETY CHAPTER 1
a) Don’t risk a lot for a little: A reasonable relationship must be there

between the cost of transferring the risk and the value derived.
Example
Would it make sense to insure an ordinary ball pen?
b) Don’t risk more than you can afford to lose: If the loss that can arise as
a result of an event is so large that it can lead to a situation that is near
bankruptcy, retention of the risk would not appear to be realistic and
appropriate.
Example
What would happen if a large oil refinery were to be destroyed or damaged?

Could a company afford to bear the loss?
c) Consider the likely outcomes of the risk carefully: It is best to insure

those assets for which the probability of occurrence (frequency) of a loss
is low but the possible severity (impact), is high.
Example
Could one afford to not insure a space satellite?
Test Yourself 4
Which among the following scenarios warrants insurance?
I. The sole bread winner of a family might die untimely

II. A person may lose his wallet
III. Stock prices may fall drastically
IV. A house may lose value due to natural wear and tear
E. Role of insurance in society
Insurance companies play an important role in a country’s economic

development. They are contributing in a significant sense to ensuring that the
wealth of the country is protected and preserved. Some of their contributions
are given below.
a) Their investments benefit the society at large. An insurance company’s

strength lies in the fact that huge amounts are collected and pooled
together in the form of premiums.

CHAPTER 1 ROLE OF INSURANCE IN SOCIETY
b) These funds are collected and held for the benefit of the policyholders.
Insurance companies are required to keep this aspect in mind and make
all their decisions in dealing with these funds so as tobe in ways that
benefit the community. This applies also to its investments. That is why
successful insurance companies would not be found investing in
speculative ventures i.e. stocks and shares.
c) The system of insurance provides numerous direct and indirect benefits

to the individual, his family, to industry and commerce and to the
community and the nation as a whole. The insured - both individuals and
enterprises - are directly benefitted because they are protected from
the consequences of the loss that may be caused by an accident or
fortuitous event. Insurance, thus, in a sense protects the capital in
industry and releases the capital for further expansion and development
of business and industry.
d) Insurance removes the fear, worry and anxiety associated with one’s
future and thus encourages free investment of capital in business
enterprises and promotes efficient use of existing resources. Thus
insurance encourages commercial and industrial development along with
generation of employment opportunities, thereby contributing to a
healthy economy and increased national productivity.
e) A bank or financial institution may not advance loans on property unless

it is insured against loss or damage by insurable perils. Most of them
insist on assigning the policy as collateral security.
f) Before acceptance of a risk, insurers arrange survey and inspection of

the property to be insured, by qualified engineers and other experts.
They not only assesses the risk for rating purposes but also suggest and
recommend to the insured, various improvements in the risk, which will
attract lower rates of premium.
g) Insurance ranks with export trade, shipping and banking services as an

earner of foreign exchange to the country. Indian insurers operate in
more than 30 countries. These operations earn foreign exchange and
represent invisible exports.
h) Insurers are closely associated with several agencies and institutions

engaged in fire loss prevention, cargo loss prevention, industrial safety
and road safety.
Information

ROLE OF INSURANCE IN SOCIETY CHAPTER 1
Insurance and Social Security
a) It is now recognised that provision of social security is an obligation of the

State. Various laws, passed by the State for this purpose involve use of
insurance, compulsory or voluntary, as a tool of social security. Central and
State Governments contribute premiums under certain social security
schemes thus fulfilling their social commitments. The Employees State
Insurance Act, 1948 provides for Employees State Insurance Corporation
to pay for the expenses of sickness, disablement, maternity and death for
the benefit of industrial employees and their families, who are insured
persons. The scheme operates in certain industrial areas as notified by the
Government.
b) Insurers play an important role in social security schemes sponsored by the

Government. The Crop Insurance Scheme (RKBY) is a measure with
considerable social significance. The scheme benefits not only the insured
farmers but also the community directly and indirectly.
c) All the rural insurance schemes, operated on a commercial basis, are

designed ultimately to provide social security to the rural families.
d) Apart from this support to Government schemes, the insurance industry

itself offers on a commercial basis, insurance covers which have the
ultimate objective of social security. Examples are: Janata Personal
Accident, Jan Arogya etc.
Test Yourself 5
Which of the below insurance scheme is run by an insurer and not sponsored by
the Government?
I. Employees State Insurance Corporation

II. Crop Insurance Scheme
III. Jan Arogya
IV. All of the above

SUMMARY CHAPTER 1
Summary
 Insurance is risk transfer through risk pooling.
 The origin of commercial insurance business as practiced today is traced

to the Lloyd’s Coffee House in London.
 An insurance arrangement involves the following entities like:
 Asset,
 Risk,
 Peril,
 Contract,
 Insurer and
 Insured
 When persons having similar assets exposed to similar risks contribute

into a common pool of funds it is known as pooling.
 Apart from insurance, other risk management techniques include:
 Risk avoidance,
 Risk control,
 Risk retention,
 Risk financing and
 Risk transfer
 The thumb rules of insurance are:
 Don’t risk more than you can afford to lose,

 Consider the likely outcomes of the risk carefully and
 Don’t risk a lot for a little
Key Terms
1. Risk
2. Pooling
3. Asset
4. Burden of risk
5. Risk avoidance
6. Risk control
7. Risk retention
8. Risk financing
9. Risk transfer

CHAPTER 1 PRACTICE QUESTIONS AND ANSWERS
Answers to Test Yourself
Answer 1
The correct option is II.
Insurance Regulatory and Development Authority is the regulator for the

insurance industry in India.
Answer 2
The correct option is III.
The need for setting aside reserves as a provision for potential losses in the
future is a secondary burden of risk.
Answer 3
Insurance is a method of risk transfer.
Answer 4
The correct option is I.
The bread winner of a family might die untimely leaving the entire family to
fend for itself, such a scenario warrants purchasing of life insurance.
Answer 5
The Jan Arogya insurance scheme is run by an insurer and not sponsored by the
Government.
Self-Examination Questions
Question 1
Risk transfer through risk pooling is called ________.
I. Savings
II. Investments
III. Insurance
IV. Risk mitigation

Question 2
The measures to reduce chances of occurrence of risk are known as _____.
I. Risk retention
II. Loss prevention
III. Risk transfer
IV. Risk avoidance
Question 3
By transferring risk to insurer, it becomes possible ___________.
I. To become careless about our assets

II. To make money from insurance in the event of a loss
III. To ignore the potential risks facing our assets
IV. To enjoy peace of mind and plan one’s business more effectively
Question 4
Origins of modern insurance business can be traced to __________.
I. Bottomry
II. Lloyds
III. Rhodes
IV. Malhotra Committee
Question 5
In insurance context ‘risk retention’ indicates a situation where _____.
I. Possibility of loss or damage is not there

II. Loss producing event has no value
III. Property is covered by insurance
IV. One decides to bear the risk and its effects
Question 6
Which of the following statement is true?
I. Insurance protects the asset

II. Insurance prevents its loss
III. Insurance reduces possibilities of loss
IV. Insurance pays when there is loss of asset

PRACTICE QUESTIONS AND ANSWERS CHAPTER 1
Question 7
Out of 400 houses, each valued at Rs. 20,000, on an average 4 houses get burnt
every year resulting in a combined loss of Rs. 80,000. What should be the annual
contribution of each house owner to make good this loss?
I. Rs.100/-
II. Rs.200/-
III. Rs.80/-
IV. Rs.400/-
Question 8
Which of the following statements is true?
I. Insurance is a method of sharing the losses of a ‘few’ by ‘many’

II. Insurance is a method of transferring the risk of an individual to another
individual
III. Insurance is a method of sharing the losses of a ‘many’ by a few
IV. Insurance is a method of transferring the gains of a few to the many
Question 9
Why do insurers arrange for survey and inspection of the property before
acceptance of a risk?
I. To assess the risk for rating purposes

II. To find out how the insured purchased the property
III. To find out whether other insurers have also inspected the property
IV. To find out whether neighbouring property also can be insured
Question 10
Which of the below option best describes the process of insurance?
I. Sharing the losses of many by a few

II. Sharing the losses of few by many
III. One sharing the losses of few
IV. Sharing of losses through subsidy

Answers to Self-Examination Questions
Answer 1
Risk transfer through risk pooling is called insurance.
Answer 2
The measures to reduce chances of occurrence of risk are known as loss

prevention measures.
Answer 3
The correct option is IV.
By transferring risk to insurer, it becomes possible to enjoy peace of mind and

plan one’s business more effectively.
Answer 4
Origins of modern insurance business can be traced to Lloyd’s.
Answer 5
In the insurance context ‘risk retention’ indicates a situation where one decides
to bear the risk and its effects.
Answer 6
Insurance pays when there is loss of asset.
Answer 7
Rs. 200 per household should cover the loss.

Answer 8
Insurance is a method of sharing the losses of a ‘few’ by ‘many’.
Answer 9
Before acceptance of a risk, insurers arrange survey and inspection of the
property to assess the risk for rating purposes.
Answer 10
Insurance may be considered as a process by which the losses of a few, who are
unfortunate to suffer such losses, are shared amongst those exposed to similar
uncertain events / situations.

CHAPTER 2
WHAT LIFE INSURANCE INVOLVES

Insurance involves four aspects
 An asset
 The risk insured against
 The principle of pooling
 The contract
Let us now examine the features of life insurance. This chapter will take a brief
look at the various components of life insurance mentioned above.
Learning Outcomes
A. Life insurance business –Components, human life value, mutuality

LIFE INSURANCE BUSINESS - COMPONENTS CHAPTER 2
A. Life insurance business - Components
1. The Asset – Human Life Value(HLV)
We have already seen that an asset is a kind of property that yields value or a
return. For most kinds of property the value is measured in precise monetary
terms. Similarly the amount of loss of value can also be measured.
Example
When a car meets with an accident, the amount of damage can be estimated to
be Rs. 50,000.The insurer will compensate the owner for this loss.
How do we estimate the amount of loss when a person dies?
Is he worth Rs. 50,000 or Rs. 5,00,000?
The above question has to be answered by an agent whenever he or she meets a

customer. Based on this the agent can determine how much insurance to
recommend to the customer. It is in fact the first lesson a life insurance agent
must learn.
Luckily we have a measure, developed almost seventy years ago by Prof.

Hubener. The measure, known as Human Life Value (HLV) is used worldwide.
The HLV concept considers human life as a kind of property or asset that earns
an income. It thus measures the value of human life based on an individual’s
expected net future earnings. Net earnings means income a person expects to
earn each year in the future, less the amount he would spend on self. It thus
indicates the economic loss a family would suffer if the wage earner were to die
prematurely. These earnings are capitalised, using an appropriate interest rate
to discount them.
There is a simple thumb rule or way to measure HLV. This is to divide the
annual income a family would like to have, even if the bread earner was no
longer alive, with the rate of interest that can be earned.
Example
Mr. Rajan earns Rs. 1,20,000 a year and spends Rs. 24,000 on himself.
The net earnings his family would lose, were he to die prematurely, would be
Rs. 96,000 per year.
Suppose the rate of interest is 8% (expressed as 0.08).

HLV = 96000 / 0.08 = Rs. 12,00,000

CHAPTER 2 LIFE INSURANCE BUSINESS - COMPONENTS
HLV helps to determine how much insurance one should have for full protection.
It also tells us the upper limit beyond which life insurance would be speculative.
In general, we can say that amount of insurance should be around 10 to 15

times one’s annual income. In the above example, one should grow suspicious if
Mr. Rajan was to ask insurance of Rs. 2 crores, while earning only Rs. 1.2 lakhs a
year. The actual amount of insurance purchased would of course depend on
factors like how much insurance one can afford and would like to buy.
2. The Risk
As we have seen above, life insurance provides protection against those risk
events that can destroy or diminish the value of human life as an asset. There
are three kinds of situations where such loss can occur. They are typical
concerns which ordinary people face.
Diagram 1: Typical concerns faced by ordinary people
General insurance on the other hand typically deals with those risks that affect
property – like fire, loss of cargo while at sea, theft and burglary and motor
accidents. They also cover events that can result in loss of name and goodwill.
These are covered by a class of insurance called liability insurance.
Finally there are risks that can affect the person. Termed as personal risks,
these may also be covered by general insurance.
Example
Accident insurance which protects against losses suffered due to an accident.

a) How exactly does life insurance differ from general insurance?
General Insurance Life Insurance

Indemnity: General insurance Life insurance policies are contracts
policies, with the exception of of assurance.
Personal Accident Insurance, are
usually contracts of indemnity Indemnity means that after the
occurrence of an event like fire, the
insurer can assess the exact amount
of loss that has occurred and pays
compensation only to the amount of
loss – no more, no less.
This is not possible in life insurance.

The amount of benefit to be paid in
the event of death has to be fixed at
the beginning itself, at the time of
writing the contract. Life insurance
policies are thus often known as life
assurance contracts. An assured sum
is paid to the nominees or
beneficiaries of the insured when he
dies.
Uncertainty: In general insurance In the case of life insurance, there is

contracts, the risk event protected no question whether the event death
against is uncertain. No one can would occur or not. Death is certain
say with certainty whether a house once a person is born. What is
would be gutted by fire or whether uncertain is the time of death. Life
a car would meet an accident. insurance thus provides protection
against the risk of premature death.
Increase in probability: In general In case of life insurance the

insurance, in case of perils like fire probability of death increases with
or earthquake, the probability of age.
the happening of the event does
not increase with time.
b) Nature of life insurance risk

Since mortality is related to age it means lower premiums are charged for
those who are young and higher premiums for older people. One result was
that individuals who were old but otherwise in good health, tended to
withdraw while unhealthy members remained in the scheme. Insurance
companies faced serious problems as a result. They sought to develop
contracts whose premiums could be afforded and hence paid by individuals
throughout their life. This led to the development of level premiums.

Level premiums
Important
The level premium is a premium fixed such that it does not increase with
age but remains constant throughout the contract period.
This means that premiums collected in early years would be more than the
amount needed to cover death claims of those dying at these ages, while
premiums collected in later years would be less than what is needed to
meet claims of those dying at the higher ages. The level premium is an
average of both. This means that the excess premiums of earlier ages
compensate for the deficit of premiums in later ages.
The level premium feature is illustrated below.
Diagram 2: Level Premium
Level premiums also mean, life insurance contracts are typically long term
insurance contracts that run for 10, 20 or many more years. On the other hand
general insurance is typically short term and expires every year.
Important
Premiums collected in early years of the contract are held in trust by the
insurance company for the benefit of its policyholders. The amount so collected
is called a “Reserve”. An insurance company keeps this reserve to meet the
future obligations of the insurer. The excess amount also creates a fund known
as the “Life Fund”. Life insurers invest this fund and earn an interest.

The level premium has two components.
i. The first is known as the term or protection component, consisting of

that portion of premium actually needed to pay the cost of the risk.
ii. The second is known as the cash value element. It is made up of

accumulated excess payments of the policyholder. It constitutes the
savings component.
This means that almost all life insurance policies contain a mix of protection
and savings. The more the cash value element in the premium, the more it is
considered as a savings oriented insurance policy.
1. The Principle of Risk Pooling
Life insurance companies have been classified as contractual financial

institutions. This means that the benefits payable to policyholders have often
taken the form of contractual guarantees. Life insurance and pensions have
traditionally been purchased, above all things, for the sense of financial
security they provide. This security arises as a result of the way the contracts
are structured and certain safeguards are built to ensure that insurers are in a
position to pay. The structure arises from the application of the mutuality or
pooling principle.
Mutuality is one of the important ways to reduce risk in financial markets, the
other being diversification. The two are fundamentally different.
Diversification Mutuality
Under diversification the funds are Under mutuality or pooling, the funds
spread out among various assets of various individuals are combined
(placing the eggs in different baskets). (placing all eggs in one basket).
Under diversification we have funds Under mutuality we have funds flow
flowing from one source to many from many sources to one
destinations

Diagram 3: Mutuality
Mutuality (Funds flow from many sources to one)
Mutuality or the pooling principle plays two specific kinds of roles in life
insurance.
i. The first is its role in providing protection against the economic loss
arising as a result of one’s untimely death. This loss is shouldered and
addressed through having a fund that pools the contributions of many
who have entered into the life insurance contract.
ii. The principle of risk pooling however goes beyond mortality risk. It can
involve the pooling and evening out of financial risk as well. This is
achieved by pooling the premiums, the funds and consequently the
attendant risks of various kinds of contracts taken by individuals at
different points of time. It is thus a case of pooling among different
generations of policyholders. The outcome of this pooling is to try and
ensure that in good as well as bad times the life insurer is able to pay a
uniform rate of return (a uniform bonus) through smoothing out the
returns across time.

2. The Life Insurance Contract
Diagram 4: Life insurance contract
The final aspect of life insurance is the contract. Its significance comes from the
term sum assured. This amount is contractually guaranteed, making life
insurance a vehicle of financial security. The element of guarantee also
implies that life insurance is subject to stringent regulation and strict
supervision.
Life insurers are required to maintain statutory reserves as a condition for

writing the business. They may have stipulations governing investment of their
funds, they have to ensure that their premiums are adequate and they may be
subject to rules governing how they can spend policyholders’ money.
A key question, often debated is whether the benefits provided to

policyholders are adequate, compared to other financial instruments. Life
insurance contracts, we must remember, involve both risk cover and a savings
element. This makes it a financial product like other products in the financial
market. Life insurance in fact has been less a protection product and more a
way of holding wealth.
It is necessary to make a distinction here between pure term insurance, which

provides only a death benefit and savings plans which have a large cash value or
savings component. While the former has a low premium, the latter can be
quite large and form a significant part of an individual’s savings. This also
means that the cash value has a large opportunity cost. The term ‘opportunity
cost’ refers to the cost that one has to bear in terms of opportunities one
forgoes by not placing one’s money elsewhere.
In fact one of the major challenges facing conventional life insurance savings
contracts came as a result of an argument termed as “Buy Term and invest the
difference elsewhere”. Essentially it was argued that one would be better off
buying only term insurance from an insurance company and investing the
balance premiums in instruments that could yield a high return.
It would be relevant to consider here the arguments that have been advanced
for and against traditional cash value insurance contracts.
The advantages
a) It has historically proved to be a safe and secure investment. Its cash

values guarantee a minimum rate of return, which may increase with
contract duration.
b) Regularity of premium payments calls for compulsory planning of one’s

savings and provides the discipline that savers require.
c) Insurer takes care of investment management and frees the individual

of this responsibility
d) It provides liquidity. The insured can take a loan on or surrender the

policy and thus convert it into cash.
e) Both cash value type life insurance and annuities may enjoy some
income tax advantages.
f) It may be safe from creditors’ claims, generally in the event of the

insured’s bankruptcy or death.
Disadvantages
a) As an instrument with relatively stable returns it is subjected to the

corroding effect of inflation on all fixed income investments.
b) The high marketing and other initial costs of life insurance policies,
reduces the amount of money accumulated in earlier years.
c) The yield, while guaranteed, may be less than that on other financial
market instruments. Lower yield is the result of a trade-off, which also
reduces the risk.
Test Yourself 1
How does diversification reduce risks in financial markets?
I. Collecting funds from multiple sources and investing them in one place
II. Investing funds across various asset classes
III. Maintaining time difference between investments
IV. Investing in safe assets

CHAPTER 2 SUMMARY
Summary
 Asset is a kind of property that yields value or a return.
 The HLV concept considers human life as a kind of property or asset that
earns an income. It thus measures the value of human life based on an
individual’s expected net future earnings.
 The level premium is a premium fixed such that it does not increase with
age but remains constant throughout the contract period.
 Mutuality is one of the important ways to reduce risk in financial

markets, the other being diversification.
 The element of guarantee in a life insurance contract implies that life

insurance is subject to stringent regulation and strict supervision.
Key Terms
1. Asset
2. Human Life Value
3. Level premium
4. Mutuality
5. Diversification

Answer 1
The correct answer is II.
Diversification aims to reduce risks in financial markets by spreading

investments across various asset classes.
Question 1
Which of the below is not an element of the life insurance business?
I. Asset
II. Risk
III. Principle of mutuality
IV. Subsidy
Question 2
Who devised the concept of HLV?
I. Dr. Martin Luther King

II. Warren Buffet
III. Prof. Hubener
IV. George Soros
Question 3
Which of the below mentioned insurance plans has the least or no amount of
savings element?
I. Term insurance plan

II. Endowment plan
III. Whole life plan
IV. Money back plan
Question 4
Which among the following cannot be termed as an asset?
I. Car
II. Human Life
III. Air
IV. House

Question 5
Which of the below cannot be categorised under risks?
I. Dying too young

II. Dying too early
III. Natural wear and tear
IV. Living with disability
Question 6
Which of the below statement is true?
I. Life insurance policies are contracts of indemnity while general insurance

policies are contracts of assurance
II. Life insurance policies are contracts of assurance while general insurance
policies are contracts of indemnity
III. In case of general insurance the risk event protected against is certain
IV. The certainty of risk event in case of general insurance increases with time
Question 7
Which among the following methods is a traditional method that can help
determine the insurance needed by an individual?
I. Human Economic Value

II. Life Term Proposition
III. Human Life Value
IV. Future Life Value
Question 8
Which of the below is the most appropriate explanation for the fact that young
people are charged lesser life insurance premium as compared to old people?
I. Young people are mostly dependant

II. Old people can afford to pay more
III. Mortality is related to age
IV. Mortality is inversely related to age
Question 9
Which of the below is not an advantage of cash value insurance contracts?
I. Safe and secure investment

II. Inculcates saving discipline
III. Lower yields
IV. Income tax advantages

Question 10
Which of the below is an advantage of cash value insurance contracts?
I. Returns subject to corroding effect of inflation

II. Low accumulation in earlier years
III. Lower yields
IV. Secure investment
Answer 1
The elements of life insurance business include asset, risk, principle of

mutuality and the life insurance contract.
Subsidy is not an element of life insurance business.
Answer 2
Prof. Hubener devised the concept of Human Life Value (HLV).
Answer 3
Term insurance does not have a savings element associated with it.
Answer 4
Air cannot be termed / categorised as an asset.
Answer 5
Natural wear and tear is a phenomenon and not a risk.

Answer 6
Life insurance policies are contracts of assurance while general insurance

policies are contracts of indemnity.
Answer 7
Human Life Value is a method to calculate the amount of insurance needed by

an individual.
Answer 8
Mortality is related to age and hence young people who are less likely to die are
charged lower premiums as compared to old people.
Answer 9
Lower yield is one of the disadvantages of cash value insurance contracts.
Answer 10
Secure investment is one of the advantages of cash value insurance contracts.

CHAPTER 3
LEGAL PRINCIPLES OF LIFE INSURANCE
In this chapter, we discuss the elements that govern the working of a life
insurance contract. The chapter also deals with the special features of a life
insurance contract.
Learning Outcomes
A. Insurance contracts – Legal aspects and special features

INSURANCE CONTRACTS – LEGAL ASPECTS CHAPTER 3
A. Insurance contracts – Legal aspects
1. The insurance contract
Insurance involves a contractual agreement in which the insurer agrees to

provide financial protection against certain specified risks for a price or
consideration known as the premium. The contractual agreement takes the
form of an insurance policy.
2. Legal aspects of an insurance contract
We will now look at some features of an insurance contract and then consider
the legal principles that govern insurance contracts in general.
Important
A contract is an agreement between parties, enforceable at law. The provisions

of the Indian Contract Act, 1872 govern all contracts in India, including
insurance contracts.
An insurance policy is a contract entered into between two parties, viz., the
company, called the insurer, and the policy holder, called the insured and
fulfils the requirements enshrined in the Indian Contract Act, 1872.
Diagram 1: Insurance contract

CHAPTER 3 INSURANCE CONTRACTS – LEGAL ASPECTS
3. Elements of a valid contract
Diagram 2: Elements of a valid contract
The elements of a valid contract are:

a) Offer and acceptance
When one person signifies to another his willingness to do or to abstain from

doing anything with a view to obtaining the assent of the other to such act,
he is said to make an offer or proposal. Usually, the offer is made by the
proposer, and acceptance made by the insurer.
When a person to whom the offer is made signifies his assent thereto, this is
deemed to be an acceptance. Hence, when a proposal is accepted, it
becomes a promise.
The acceptance needs to be communicated to the proposer which results in

the formation of a contract.
When a proposer accepts the terms of the insurance plan and signifies his
assent by paying the deposit amount, which, on acceptance of the proposal,
gets converted to the first premium, the proposal becomes a policy.
If any condition is put, it becomes a counter offer.
The policy bond becomes the evidence of the contract.

b) Consideration

INSURANCE CONTRACTS – LEGAL ASPECTS CHAPTER 3
This means that the contract must contain some mutual benefit for the
parties. The premium is the consideration from the insured, and the promise
to indemnify, is the consideration from the insurers.
c) Agreement between the parties
Both the parties should agree to the same thing in the same sense. In other
words, there should be “consensus ad-idem” between both parties. Both
the insurance company and the policyholder must agree on the same thing in
the same sense.
d) Free consent
There should be free consent while entering into a contract.
Consent is said to be free when it is not caused by
i. Coercion
ii. Undue influence
iii. Fraud
iv. Misrepresentation
v. Mistake
When consent to an agreement is caused by coercion, fraud or

misrepresentation, the agreement is voidable.
e) Capacity of the parties
Both the parties to the contract must be legally competent to enter into the
contract. The policyholder must have attained the age of majority at the
time of signing the proposal and should be of sound mind and not
disqualified under law. For example, minors cannot enter into insurance
contracts.
f) Legality
The object of the contract must be legal, for example, no insurance can be
had for illegal acts. Every agreement of which the object or consideration is
unlawful is void. The object of an insurance contract is a lawful object.
Important
i. Coercion - Involves pressure applied through criminal means.
ii. Undue influence - When a person who is able to dominate the will of
another, uses her position to obtain an undue advantage over the other.

CHAPTER 3 INSURANCE CONTRACTS – SPECIAL FEATURES
iii. Fraud - When a person induces another to act on a false belief that is
caused by a representation he or she does not believe to be true. It can
arise either from deliberate concealment of facts or through
misrepresenting them.
iv. Mistake - Error in one’s knowledge or belief or interpretation of a thing or

event. This can lead to an error in understanding and agreement about the
3
subject matter of contract.
Test Yourself 1
Which among the following is an example of coercion?
I. Ramesh signs a contract without having knowledge of the fine print

II. Ramesh threatens to kill Mahesh if he does not sign the contract
III. Ramesh uses his professional standing to get Mahesh to sign a contract
IV. Ramesh provides false information to get Mahesh to sign a contract
B. Insurance contracts – Special features
1. Uberrima Fides or Utmost Good Faith
This is one of the fundamental principles of an insurance contract. Also called

uberrimafides, it means that every party to the contract must disclose all
material facts relating to the subject matter of insurance.
A distinction may be made between Good Faith and Utmost Good Faith. All
commercial contracts in general require that good faith shall be observed in
their transaction and there shall be no fraud or deceit when giving information.
Apart from this legal duty to observe good faith, the seller is not bound to
disclose any information about the subject matter of the contract to the buyer.
The rule observed here is that of “Caveat Emptor” which means Buyer
Beware. The parties to the contract are expected to examine the subject
matter of the contract and so long as one party does not mislead the other and
the answers are given truthfully, there is no question of the other party
avoiding the contract
Utmost Good Faith: Insurance contracts stand on a different footing. Firstly,

the subject matter of the contract is intangible and cannot be easily known
through direct observation or experience by the insurer. Again there are many
facts, which by their very nature, may be known only to the proposer. The
insurer has to often rely entirely on the latter for information.
Hence the proposer has a legal duty to disclose all material information about
the subject matter of insurance to the insurers who do not have this
information.
INSURANCE CONTRACTS – SPECIAL FEATURES CHAPTER 3
Example
David made a proposal for a life insurance policy. At the time of applying for
the policy, David was suffering from and under treatment for Diabetes. But
David did not disclose this fact to the life insurance company. David was in his
thirties, so the life insurance company issued the policy without asking David to
undergo a medical test. Few years down the line, David’s health deteriorated
and he had to be hospitalised. David could not recover and died in the next few
days. A claim was raised on the life insurance company.
To the surprise of David’s nominee, the life insurance company rejected the
claim. In its investigation, the insurance company found out that David was
already suffering from diabetes at the time of applying for the policy and this
fact was deliberately hidden by David. Hence the insurance contract was
declared null and void and the claim was rejected.
Material information is that information which enables the insurers to decide:
 Whether they will accept the risk?

 If so, at what rate of premium and subject to what terms and conditions?
This legal duty of utmost good faith arises under common law. The duty applies
not only to material facts which the proposer knows, but also extends to
material facts which he ought to know.
Example
Following are some examples of material information that the proposer should
disclose while making a proposal:
i. Life Insurance: own medical history, family history of hereditary

illnesses, habits like smoking and drinking, absence from work, age,
hobbies, financial information like income details of proposer, pre-
existing life insurance policies, occupation etc.
ii. Fire Insurance: construction and usage of building, age of the building,
nature of goods in premises etc.
iii. Marine Insurance: description of goods, method of packing etc.
iv. Motor Insurance: description of vehicle, date of purchase, details of
driver etc.

Insurance contracts are thus subject to a higher obligation. When it comes to

insurance, good faith contracts become utmost good faith contracts.
Definition
The concept of "Uberrima fides" is defined as involving “a positive duty to

voluntarily disclose, accurately and fully, all facts material to the risk being
proposed, whether requested or not".
If utmost good faith is not observed by either party, the contract may be
avoided by the other. This essentially means that no one should be allowed to
take advantage of his own wrong especially while entering into a contract of
insurance.
It is expected that the insured should not make any misrepresentation regarding
any fact that is material for the insurance contract. The insured must disclose
all relevant facts. If this obligation did not exist, a person taking insurance
might suppress certain facts impacting the risk on the subject matter and
receive an undue benefit.
The policyholder is expected to disclose the status of his health, family history,
income, occupation etc. truthfully without concealing any material fact so as to
enable the underwriter to assess the risk properly. In case of non-disclosure or
misrepresentation in the proposal form which may have impacted the
underwriting decision of the underwriter, the insurer has a right to cancel the
contract.
The law imposes an obligation to disclose all material facts.
Example
An executive is suffering from hypertension and had a mild heart attack

recently following which he decides to take a medical policy but does not reveal
the same. The insurer is thus duped into accepting the proposal due to
misrepresentation of facts by insured.
An individual has a congenital hole in the heart and reveals it in the proposal
form. The same is accepted by the insurer and proposer is not informed that
pre-existing diseases are not covered for at least 4 years. This is misleading of
facts by the insurer.
2. Material facts
Definition

Material fact has been defined as a fact that would affect the judgment of an
insurance underwriter in deciding whether to accept the risk and if so, the rate
of premium and the terms and conditions.
Whether an undisclosed fact was material or not would depend on the

circumstances of the individual case and could be decided ultimately only in a
court of law. The insured has to disclose facts that affect the risk.
Let us take a look at some of the types of material facts in insurance that one
needs to disclose:
a) Facts indicating that the particular risk represents a greater exposure

than normal.
Example
Hazardous nature of cargo being carried at sea, past history of illness
b) Existence of past policies taken from all insurers and their present status
c) All questions in the proposal form or application for insurance are

considered to be material, as these relate to various aspects of the
subject matter of insurance and its exposure to risk. They need to be
answered truthfully and be full in all respects.
The following are some scenarios wherein material facts need not be disclosed
Information
Material Facts that need not be disclosed
It is also held that unless there is a specific enquiry by underwriters, the

proposer has no obligation to disclose the following facts:
i. Measures implemented to reduce the risk.
Example: The presence of a fire extinguisher
ii. Facts which the insured does not know or is unaware of
Example: An individual, who suffers from high blood pressure but was
unaware about the same at the time of taking the policy, cannot be charged
with non-disclosure of this fact.
iii. Which could be discovered, by reasonable diligence?
It is not necessary to disclose every minute material fact. The underwriters

must be conscious enough to ask for the same if they require further
information.
iv. Matters of law
Everybody is supposed to know the law of the land.
Example: Municipal laws about storing of explosives
v. About which insurer appears to be indifferent (or has waived the

need for further information)
The insurer cannot later disclaim responsibility on grounds that the answers
were incomplete.
When is there a duty to disclose?
In the case of life insurance contracts, the duty to disclose is present

throughout the entire period of negotiation until the proposal is accepted and a
policy is issued. Once the policy is accepted, there is no further need to disclose
any material facts that may come up during the term of the policy.
Example
Mr. Rajan has taken a life insurance policy for a term of fifteen years. Six years
after taking the policy, Mr. Rajan has some heart problems and has to undergo
some surgery. Mr. Rajan does not need to disclose this fact to the insurer.
However if the policy is in a lapsed condition because of failure to pay the

premiums when due and the policy holder seeks to revive the policy contract
and bring it back in force, he may, at the time of such revival, have the duty to
disclose all facts that are material and relevant, as though it is a new policy.
Breach of Utmost Good Faith
We shall now consider situations which would involve a Breach of Utmost Good
Faith. Such breach can arise either through Non-Disclosure or Misrepresentation.
Non-Disclosure: may arise when the insured is silent in general about material
facts because the insurer has not raised any specific enquiry. It may also arise
through evasive answers to queries raised by the insurer. Often disclosure may
be inadvertent (meaning it may be made without one’s knowledge or intention)
or because the proposer thought that a fact was not material.
In such a case it is innocent. When a fact is intentionally suppressed it is treated

as concealment. In the latter case there is intent to deceive.
Misrepresentation: Any statement made during negotiation of a contract of

insurance is called representation. A representation may be a definite
statement of fact or a statement of belief, intention or expectation. With
regard to a fact it is expected that the statement must be substantially correct.

When it comes to Representations that concern matters of belief or
expectation, it is held that these must be made in good faith.
Misrepresentation is of two kinds:
i. Innocent Misrepresentation relates to inaccurate statements, which are

made without any fraudulent intention.
ii. Fraudulent Misrepresentation on the other hand refers to false
statements that are made with deliberate intent to deceive the insurer
or are made recklessly without due regard for truth.
An insurance contract generally becomes void when there is a clear case of

concealment with intent to deceive, or when there is fraudulent
misrepresentation.
3. Insurable interest
The existence of ‘insurable interest’ is an essential ingredient of every

insurance contract and is considered as the legal pre-requisite for insurance.
Let us see how insurance differs from a gambling or wager agreement.
a) Gambling and insurance
Consider a game of cards, where one either loses or wins. The loss or gain
happens only because the person enters the bet. The person who plays the
game has no further interest or relationship with the game other than that
he might win the game. Betting or, wagering is not legally enforceable in a
court of law and thus any contract in pursuance of it will be held to be
illegal. In case someone pledges his house if he happens to lose a game of
cards, the other party cannot approach the court to ensure its fulfillment.
Now consider a house and the event of it burning down. The individual who
insures his house has a legal relationship with the subject matter of
insurance – the house. He owns it and is likely to suffer financially, if it is
destroyed or damaged. This relationship of ownership exists independent of
whether the fire happens or does not happen, and it is the relationship that
leads to the loss. The event (fire or theft) will lead to a loss regardless of
whether one takes insurance or not.
Unlike a card game, where one could win or lose, a fire can have only one
consequence – loss to the owner of the house.
The owner takes insurance to ensure that the loss suffered is compensated
for in some way.

The interest that the insured has in his house or his money is termed as
insurable interest. The presence of insurable interest makes an insurance
contract valid and enforceable under the law.
Example
Mr. Chandrasekhar owns a house for which he has taken a mortgage loan of
Rs. 15 lakhs from a bank. Ponder over the below questions:
i. Does he have an insurable interest in the house?

ii. Does the bank have an insurable interest in the house?
iii. What about his neighbour?
Mr. Srinivasan has a family consisting of spouse, two kids and old parents.
Ponder over the below questions:
i. Does he have an insurable interest in their well-being?

ii. Does he stand to financially lose if any of them are hospitalised?
iii. What about his neighbour’s kids? Would he have an insurable interest in
them?
It would be relevant here to make a distinction between the subject matter

of insurance and the subject matter of an insurance contract.
Subject matter of insurance relates to property being insured against,

which has an intrinsic value of its own.
Subject matter of an insurance contract on the other hand is the insured’s

financial interest in that property. It is only when the insured has such an
interest in the property that he has the legal right to insure. The insurance
policy in the strictest sense covers not the property per se, but the insured’s
financial interest in the property.
Diagram 3: Insurable interest according to common law

b) Time when insurable interest should be present
In life insurance, insurable interest should be present at the time of taking

the policy.In general insurance, insurable interest should be present
both at the time of taking the policy and at the time of claim with some
exceptions like marine policies.
4. Proximate Cause
The last of the legal principles is the principle of proximate cause.
Proximate cause is a key principle of insurance and is concerned with how the
loss or damage actually occurred and whether it is indeed as a result of an
insured peril. If the loss has been caused by the insured peril, the insurer is
liable. If the immediate cause is an insured peril, the insurer is bound to make
good the loss, otherwise not.
Under this rule, the insurer looks for the predominant cause which sets into
motion the chain of events producing the loss. This may not necessarily be the
last event that immediately preceded the loss i.e. it is not necessarily an event
which is closest to, or immediately responsible for causing the loss.
Other causes may be classified as remote causes, which are separate

from proximate causes.Remote causes may be present but are not
effectual in causing an event.
Definition

Proximate cause is defined as the active and efficient cause that sets in motion
a chain of events which brings about a result, without the intervention of any
force started and working actively from a new and independent source.
How does the principle of proximate cause apply to life insurance contracts? In
general, since life insurance provides for payment of a death benefit, regardless
of the cause of death, the principle of proximate cause would not apply.
However many life insurance contracts also have an accident benefit rider
wherein an additional sum assured is payable in the event of accidental death.
In such a situation, it becomes necessary to ascertain the cause - whether the
death occurred as a result of an accident. The principle of proximate cause
would become applicable in such instances.
Contract of Adhesion
Adhesion contracts are those that are drafted by the party having
greater bargaining advantage, providing the other party with only the
opportunity to adhere to i.e., to accept the contract or reject it.Here the
insurance company has all the bargaining power regarding the terms and
conditions of the contract.
To neutralise this, a free-look period has been introduced whereby a

policyholder, after taking a policy, has the option of cancelling the it, in
case of disagreement, within 15 days of receiving the policy document.
The company has to be intimated in writing and premium is refunded
less expenses and charges.
Test Yourself 2
Which among the following options cannot be insured by Ramesh?
I. Ramesh’s house
II. Ramesh’s spouse
III. Ramesh’s friend
IV. Ramesh’s parents

SUMMARY CHAPTER 3
Summary
 Insurance involves a contractual agreement in which the insurer

agrees to provide financial protection against specified risks for a
price or consideration known as the premium.
 A contract is an agreement between parties, enforceable at law.
 The elements of a valid contract include:
i. Offer and acceptance

ii. Consideration,
iii. Consensus ad-idem,
iv. Free consent
v. Capacity of the parties and
vi. Legality of the object
 The special features of insurance contracts include:
i. Uberrima fides,
ii. Insurable interest,
iii. Proximate cause
Key Terms
1. Offer a nd acceptance
n
2. Lawful consideration
3. Consensus ad idem
4. Uberrima fides
5. Material facts
6. Insurable interest
7. Proximate cause

Answer 1
Ramesh threatening to kill Mahesh if he does not sign the contract is an example
of coercion.
Answer 2
Ramesh does not have insurable interest in his friend’s life and hence cannot
insure the same.
Question 1
Which element of a valid contract deals with premium?
I. Offer and acceptance

II. Consideration
III. Free consent
IV. Capacity of parties to contract
Question 2
_____________ relates to inaccurate statements, which are made without any
fraudulent intention.
I. Misrepresentation
II. Contribution
III. Offer
IV. Representation
Question 3
________________ involves pressure applied through criminal means.
I. Fraud
II. Undue influence
III. Coercion
IV. Mistake

Question 4
Which among the following is true regarding life insurance contracts?
I. They are verbal contracts not legally enforceable

II. They are verbal which are legally enforceable
III. They are contracts between two parties (insurer and insured) as per
requirements of Indian Contract Act, 1872
IV. They are similar to wager contracts
Question 5
Which of the below is not a valid consideration for a contract?
I. Money
II. Property
III. Bribe
IV. Jewellery
Question 6
Which of the below party is not eligible to enter into a life insurance contract?
I. Business owner
II. Minor
III. House wife
IV. Government employee
Question 7
Which of the below action showcases the principle of “Uberrima Fides”?
I. Lying about known medical conditions on an insurance proposal form

II. Not revealing known material facts on an insurance proposal form
III. Disclosing known material facts on an insurance proposal form
IV. Paying premium on time
Question 8
Which of the below is not correct with regards to insurable interest?
I. Father taking out insurance policy on his son

II. Spouses taking out insurance on one another
III. Friends taking out insurance on one another
IV. Employer taking out insurance on employees

Question 9
When is it essential for insurable interest to be present in case of life insurance?
I. At the time of taking out insurance

II. At the time of claim
III. Insurable interest is not required in case of life insurance
IV. Either at time of policy purchase or at the time of claim
Question 10
Find out the proximate cause for death in the following scenario?
Ajay falls off a horse and breaks his back. He lies there in a pool of water and
contracts pneumonia. He is admitted to the hospital and dies because of
pneumonia.
I. Pneumonia
II. Broken back
III. Falling off a horse
IV. Surgery

Answer 1
The element of a valid contract deals with premium is consideration.
Answer 2
Misrepresentation relates to inaccurate statements, which are made without

any fraudulent intention.
Answer 3
Coercion involves pressure applied through criminal means.
Answer 4
Life insurance contracts are contracts between two parties (insurer and insured)
as per requirements of Indian Contract Act, 1872.
Answer 5
Bribe is not a valid consideration for a contract.
Answer 6
Minors are not eligible to contract a life insurance contract.
Answer 7
Disclosing known material facts on an insurance proposal form is in tune with

the principle of “Uberrima Fides”.

Answer 8
Friends cannot take out insurance on one another as there is no insurable

interest present.
Answer 9
In case of life insurance insurable interest needs to be present at the time of

taking out insurance.
Answer 10
Falling off the horse is the proximate cause for Ajay’s death.

CHAPTER 4
FINANCIAL PLANNING
In previous chapters we discussed what life insurance involves and its role in
providing financial protection. Security is but one of the concerns of individuals
who seek to allocate their income and wealth to meet various needs of the
present and the future. Life insurance must thus be understood in the wider
context of “Personal Financial Planning”. The purpose of this chapter is to
introduce the subject of financial planning.
Learning Outcomes
A. Financial planning and the individual life cycle

B. Role of financial planning
C. Financial planning - Types

CHAPTER 4 FINANCIAL PLANNING AND THE INDIVIDUAL LIFE CYCLE
A. Financial planning and the individual life cycle
1. What is financial planning?
Most of us spend a major part of our lives working to make money. Isn’t it time
we began to consider that money can be put to work for us? Financial planning
is a smart way to achieve this objective. Let us examine some definitions:
Definition
i. Financial planning is a process of identifying one’s life’s goals, translating

these identified goals into financial goals and managing one’s finances in
ways that will help one to achieve those goals.
ii. Financial planning is a process through which one can chart a roadmap to
meet expected and unforeseen needs in one’s life. It involves assessing
one’s net worth, estimating future financial needs, and working towards
meeting those needs through proper management of finances.
iii. Financial planning is taking action to turn one’s goals and desires into
reality.
iv. Financial planning takes into account one’s current and future needs, one’s
individual risk profile and one’s income to chart out a roadmap to meet
these anticipated needs.
Financial planning plays a crucial role in building a life with less worry. Careful
planning can help you set your priorities and work steadily to achieve your
various goals.
Diagram 1: Types of Goals

FINANCIAL PLANNING AND THE INDIVIDUAL LIFE CYCLE CHAPTER 4
i. These goals may be short term: Buying an LCD TV set or a family

vacation
ii. They could be medium term: Buying a house or a vacation abroad
iii. The long term goals may include: Education or marriage of one’s child or
post retirement provision
2. Individual’s life cycle
It was William Shakespeare who said that the world was a stage. From the day a
person is born till the day of his / her death, he / she goes through various
stages in life, during which he / she is expected to play a series of roles – as
learner, earner, partner, parent, as provider, as empty nester and the final
retirement years.
These stages are illustrated in the diagram given below.
Diagram 2: The Economic Life Cycle
Life Stages and Prioroties
 Learner [till say age 20 -25] : a stage when one is preparing to be

a productive citizen through enhancing his or her knowledge and
skills. Focus is on raising value of one’s human capital. Funds are
required for financing one’s education , For instance, meeting the
high cost of fees for an MBA in a prestiegus management institution.
 Earner [from 25 onwards]: the stage when one has found

employment and perhaps earns enough to meet his or her needs
and has some surplus to spare. The individual at this stage may
have family responsibilities and may also engage in safvings and
investment towards asset creation with a view to meet the needs
that may arise in the immediate future. For instance, a young man
in a Multinational job takes a housing loan and invests in a house.
 Partner [on getting marriage at say 28 -30]: this is the stage when
one has got married and now has a family of one’s own. This stage
brings into immediate focus a host of concerns associated with
building a family and the liabilities that come in its wake – like having
a house of one’s own, perhaps a car, consumer durables, planning
for children’s future etc.
 Parent [say 28 to 35] : these are the years when one has become
the proud parent of one or more children. These are typcal; years
when one has to worry about their health and education - getting
them into good schools etc.
 Provider [say age 35 to 55] : this is the age when children have
grown into teenagers, and includes their crucial high school years
and college. One is highly concerned about the high cost of
education that is needed today to make the child technically and
professionally qualified to face the challenges of life. For insrtance,
consider the amount that needs to be set up to finance a medical
course that runs for five years. In many Indian homes, the girls also
get married by the time they have turned into adults. Provision for
marriage and settlement of the girls is one of the most critical areas
of concern for Indian families. Indeed, marriage and education of
children is the number one motive for savings among most Indian
families today.
 Empty Nester [age 55 to 65] : the term empty nester implies that
the offspring have flown away leaving the nest [the household]
empty. This is the period when children have married and
sometimes have migrated to other places for work, leaving the
parents. Hopefully by this stage, one has liquidated one’s liabilities
[like housing loan and other mortgages] and has built up a fund for
reirement. This is also the period when degenerative ailments like
BP and Diabetes begin to manifest and plague one’s life. Health
care protection becomes paramount as thus the need for financial
independence and security of income.
 Retirement – the twilight years [age 60 and beyond] : this is the

age when one has retired from active work and now draws largely
on one’s savings to meet the needs of life. Focus here is on
addressing living needs till the end of one’s life and that of one’s
spouse. The critical concerns are with health issues, uncertainty

about income and loneliness. This is also the period when one
would seek to enhance quality of life and enjoy many of the things
that one had dreamt of but could never achieve – like pursuing a
hobby or going on a vacation or a pilgrimage. The issue – whether
one could age gracefully or in deprivation would depend a great deal
on whether one has made adequate provision for these years.
As we can see above, the economic life cycle has three phases.
Student Phase The first phase is the pre-job phase when one is typically a
student. This is a preparatory stage for taking up
responsibilities as a productive citizen. The priority is
developing one’s skillsets and enhancing one’s human
capital value.
Working Phase The phase of work begins somewhere between the ages of
18 to 25 or even earlier, and may last for 35 to 40 years.
During this period, the individual comes to earn more than
he consumes and thus begins to save and invest funds.
Retirement Phase In the process he accumulates wealth and builds assets
which would provide funds for various needs in the future
including an income in later years, when one has retired
and stopped working.
3. Why does one need to save and purchase various financial assets?
The reason is that each stage in an individual’s life, when he or she performs a
particular role, brings with it a number of needs for which funds have to be
provided.
Example
When a person gets married and starts a family of his own, he may need to have
his own house. As children grow older, funds are needed for their higher
education. As an individual goes well past middle age, the concern is for having
provision to meet health costs and post retirement savings so that one does not
need to depend on one’s children and become a burden. Living with
independence and dignity becomes important.
Savings may be considered as a composite of two decisions.
i. Postponement of consumption: an allocation of resources between present
and future consumption

ii. Parting with liquidity (or ready purchasing power) in exchange for less
liquid assets. For instance, purchase of a life insurance policy implies
exchanging money for a contract which is less liquid.
Financial planning includes both kinds of decisions. One needs to plan in order
to save for the future and also must invest wisely in assets which are
appropriate for meeting the various needs that will arise in future.
To understand the needs and appropriate assets, it would be relevant to look
more closely at the stages of one’s life as are illustrated below
Important
Life Stages
Childhood stage When one is a student or learner
Young unmarried When one has begun to earn a livelihood but is single
stage
Young married stage When one has become a partner or spouse
Married with young When one has become a parent
children stage
Married with older When one has become a provider who has to take care
children stage of education and other needs of children who are
growing older
Post family/Pre- When the children may have become independent and
retirement stage left the house, just as birds leaving an empty nest
behind
Retirement stage When one passes through the twilight years of one’s
life. One could live with dignity if one has saved and
made sufficient provisions for the needs that arise at
this stage or one may be destitute and dependent on
another’s charity if one has not made such provision
4. Individual needs
If we look at the above life cycle, we would see that three types of needs can
arise. These give rise to three types of financial products.
a) Enabling future transactions
The first set of needs arise from funds that are needed to meet a range
of anticipated expenditures that are expected to arise at different
stages of the life cycle. There are two types of such needs:
i. Specific transaction needs: Linked to specific life events which

require a commitment of resources. For instance making a provision
for higher education / marriage of dependents; or purchase of a
house or consumer durables

ii. General transaction needs: Amounts set aside from current

consumption without being earmarked for any specific purposes –
these are popularly termed as ‘future provisions’
b) Meeting contingencies
Contingencies are unforeseen life events that may call for a large
commitment of funds which are not met from current income and hence
needing to be pre-funded. Some of these events, like death and disability or
unemployment, lead to a loss of income. Others, like a fire, may result in a
loss of wealth. Such needs may be addressed through insurance, if the
probability of their occurrence is low but cost impact is high. Alternatively
one may need to set aside a large amount of liquid assets as a reserve as
provision for such contingencies.
c) Wealth accumulation
All savings and investments indeed lead to creation of some wealth. When
we speak of the accumulation motive it refers to an individual’s desire to
invest primarily with the motive of taking advantage and reap benefits from
favourable market opportunities. In other words savings and investments are
primarily driven by a desire to accumulate wealth.
This motive has also been termed as the speculative motive because an
individual is willing to take some risks while investing, with a view to earn a
higher return. Higher return is desired because it enables to multiply one’s
wealth or net worth more rapidly. Wealth is desired because it is linked with
independence, enterprise, power and influence.
5. Financial products
Corresponding to the above sets of needs there are three types of products in
the financial market:
Transactional Bank deposits and other savings instruments that

products enable one to have adequate purchasing power
(liquidity) at the right time and quantum.
Contingency products These provide protection against large losses
like insurance that may be suffered in the event of sudden
unforeseen events.
Wealth accumulation Shares and high yielding bonds or real estate are
products examples of such products. Here the investment
is made with a view to committing money for
making more money.

An individual would typically have a mix of all of the above needs and thus may
need to have all three types of products. In a nutshell one may say there is:
i. A need to save – For cash requirements

ii. A need to insure – Against uncertainties
iii. A need to invest – For wealth creation
6. Risk profile and investments
It would also be seen that as an individual moves through various stages in the
life cycle, from young earner towards middle ages and then towards the final
years of one’s work life, the risk profile, or the approach towards taking risks
also undergoes a change.
When one is young, one has a lot of years to look forward to and one may tend
to be quite aggressive and willing to take risks in order to accumulate as much
wealth as possible. As the years pass however, one may become more prudent
and careful about investing, the purpose now being to secure and consolidate
one’s investments.
Finally, as one nears retirement years, one may tend to be quite conservative.
The focus is now to have a corpus from which one can spend in the post
retirement years. One may also think about making bequests for one’s children
or gifting to charity etc.
One’s investment style also changes to keep pace with the risk profile. This
is indicated below
Diagram 3: Risk Profile and Investment Style
Risk Profile Investment Style
Test Yourself 1
Which among the following would you recommend in order to seek protection
against unforeseen events?
ROLE OF FINANCIAL PLANNING CHAPTER 4
I. Insurance
II. Transactional products like bank FD’s
III. Shares
IV. Debentures
B. Role of financial planning
1. Financial planning
Financial planning is the process in which a client’s current and future needs
that may arise are carefully considered and evaluated and his individual risk
profile and income are assessed, to chart out a road map for meeting various
anticipated / unforeseen needs through recommending appropriate financial
products.
Elements of financial planning include:
 Investing - allocating assets based on one’s risk taking appetite,

 Risk management,
 Retirement planning,
 Tax and estate planning, and
 Financing one’s needs
To put it in a nutshell financial planning involves 360 degrees planning.

CHAPTER 4 ROLE OF FINANCIAL PLANNING
Diagram 4: Elements of Financial Planning
2. Role of Financial planning
Financial planning is not a new discipline. It was practiced in simple form by our
fore fathers. There were limited investment options then. A few decades ago
equity investment was considered by a large majority to be akin to gambling.
Savings were largely channelled in bank deposits, postal savings schemes and
other fixed income instruments. The challenges facing our society and our
customers are far different today. Some of them are:
i. Disintegration of the joint family
The joint family has given way to the nuclear family, consisting of father,
mother and children. The typical head and earning member of the family
has to bear the onus of responsibility for taking care of oneself and one’s
immediate family. This calls for a lot of proper planning and one could
benefit from a certain amount of support from a professional financial
planner.
ii. Multiple investment choices
We have a large number of investment instruments available today for

wealth creation, each of these having varying degrees of risk and return. To
ensure accomplishment of financial goals, one has to choose wisely and
make the right investment decisions based on one’s risk taking appetite.
Financial planning can help with one’s asset allocation.

ROLE OF FINANCIAL PLANNING CHAPTER 4
iii. Changing lifestyles
Instant gratification seems to be the order of the day. Individuals want to

have the latest mobile phones, cars, large homes, memberships of
prestigious clubs, etc. To satisfy these desires they invariably end up with
large borrowings. The result is that a large chunk of income goes towards
paying off loans, reducing the scope to save. Financial planning is a means
to bring awareness and self-discipline as well as to help plan one’s
expenditure so that one can cut down unnecessary expenses and succeed in
both: maintaining present standard of living while upgrading it over time.
iv. Inflation
Inflation is a rise in the general level of prices of goods and services in an
economy over a period of time. This leads to a fall in the value of money. As
a result the purchasing power of one’s hard earned money gets eroded.
Inflation could play havoc during one’s retirement period, when regular
income from one’s gainful occupation has dried out and the only source of
income is from past savings. Financial planning can help to ensure that one
is equipped to deal with inflation, especially in later years.
v. Other contingencies and needs
Financial planning is also the means to help individuals meet a number of

other needs and challenges. For instance, there are unexpected expenses
that crop up during medical emergencies or other contingencies that
individuals may have to cope with. Similarly, individuals need to manage
their tax liabilities prudently. Individuals also need to ensure that their
estate consisting of their wealth and properties, smoothly pass on to their
loved ones after their death. There are other needs like the need to do
charity or meet certain social and religious obligations during one’s lifetime
and even thereafter. Financial planning is the means to achieve all this,
3. When is the right time to start financial planning?
Is it meant only for the wealthy? Indeed, planning should ideally start the
moment you earn your first salary. There is no trigger as such that says when
one should begin to plan.
There is however an important principle that should guide us – the longer

the time period of our investments, the more they will multiply.
Hence it is never too early to start. One’s investments would then get the
maximum benefit of time. Again, planning is not only for the wealthy
individuals. It’s for everyone. To achieve one’s financial goals, one must follow
a disciplined approach, beginning with setting financial goals and embarking on
dedicated savings in investment vehicles that best suit one’s risk taking
appetite. An unplanned, impulsive approach to financial planning is one of the
prime causes of financial distress that affects individuals.

CHAPTER 4 FINANCIAL PLANNING - TYPES
Test Yourself 2
When is the best time to start financial planning?
I. Post retirement
II. As soon as one gets his first salary
III. After marriage
IV. Only after one gets rich
C. Financial planning - Types
Let us now look at the various types of financial planning exercises that an
individual may need to do.
Diagram 5: Financial Planning Advisory Services
Consider the various advisory services that may be provided. There are six such
areas we shall take up
 Cash planning
 Investment planning
 Insurance planning
 Retirement planning
 Estate planning
 Tax planning
1. Cash planning
Managing cash flows has two purposes.
i. Firstly one needs to manage income and expenditures flow including

establishing and maintaining a reserve of liquid assets to meet
unanticipated or emergency needs.

FINANCIAL PLANNING - TYPES CHAPTER 4
ii. Secondly one needs to systematically create and maintain a surplus of

cash for capital investment.
The first step here is to prepare a budget and perform an analysis of current
income and expenditure flows. For this, individuals must first prepare a set of
reasonable goals and objectives for the future. This would help to determine
whether current spending patterns would get them there.
The next step is to analyse the expenses and income flows over last six
months to see what regular and lump sum costs have been incurred. Expenses
may be categorised into different types and also divided into fixed and variable
expenses. While one may not have much control over the fixed expenses, the
variable expenses being more discretionary, can often be reduced or postponed.
The third step is to predict future monthly income and expenses over the
whole year. On the basis of analysis of past and anticipation for the future, one
can design a plan for managing these cash flows.
Another part of the cash planning process is to design strategies for maximizing
discretionary income.
Example
One can restructure one’s outstanding debts.
One can meet outstanding credit card debts through consolidating them and
paying them off through a bank loan with lower interest.
One may reallocate one’s investments to make them earn more income.
2. Insurance planning
There are certain risks to which individuals are exposed that can keep them
from attaining their personal financial goals. Insurance planning involves
constructing a plan of action to provide adequate insurance against such risks.
The task here is to estimate how much insurance is needed and determining
what type of policy is best suited.
i. Life insurance may be decided by estimating the income and expense

requirements of the dependents in the event of premature death of the
bread winner.
ii. Health insurance requirements may be assessed in terms of the

hospitalisation expenses that are likely to be incurred in any family
medical emergency.

iii. Finally insurance for one’s assets may be considered in terms of the
type and quantum of cover required to protect one’s home/vehicle /
factory etc. from the risk of loss.
3. Investment planning
There is no one right way to invest. What is appropriate would vary from
individual to individual. Investment planning is a process of determining the
most suitable investment and asset allocation strategies based on an
individual’s risk taking appetite, financial goals and the time horizon to meet
those goals.
a) Investment parameters
Diagram 6: Investment Parameters
The first step here is to define certain investment parameters. These include:
i. Risk tolerance: A measure of how much risk someone is willing to take
in purchasing an investment.
ii. Time horizon: It is the amount of time available to attain a financial
objective. The time horizon affects the investment vehicles used to
attain the goal. The longer the time horizon, the less concern is there
about short term liability. One can then invest in longer term, less liquid
assets that earn a higher return.

FINANCIAL PLANNING - TYPES CHAPTER 4
iii. Liquidity: Individuals whose capacity to invest is limited or whose

income and expenditure flows are uncertain or who are investing for
meeting a particular personal or business expenditure may be concerned
with liquidity or the ability to convert investment into cash without loss
of value.
iv. Marketability: The ease with which an asset can be bought or sold.
v. Diversification: The extent to which one seeks to diversify or spread the

investments to reduce the risks.
vi. Tax considerations: Many investments confer certain income tax

benefits and one may like to consider the post-tax returns of various
investments.
b) Selection of appropriate investment vehicles
The next step is selection of appropriate investment vehicles based on the

above parameters. The actual selection would depend on the individual’s
expectations about return and risk.
In India there are a variety of products that may be considered for the purpose
of investments. These include:
 Fixed deposits of banks / corporates,
 Small savings schemes of post office,
 Public issues of shares,
 Debentures or other securities,
 Mutual funds
 Unit linked policies that are issued by life insurance companies etc.
4. Retirement planning
It is the process of determining the amount of money that an individual needs to

meet his needs post retirement and deciding on various retirement options for
meeting these needs.
Diagram 7: Phases of retirement
Retirement planning involves three phases

a) Accumulation: Accumulation of funds is done through various kinds of
strategies to set aside money for investment with this purpose.

b) Conservation: Conservation refers to the efforts made to ensure that

one’s investments are put to hard work and that the principal gets
maximised during the individual’s working years.
c) Distribution: Distribution refers to the optimal method of converting

principal (which we may also call the corpus or a nest egg) into
withdrawals / annuity payments for meeting income needs after
retirement.
5. Estate planning
It is a plan for the devolution and transfer of one’s estate after one’s demise.
There are various processes like nomination and assignment or preparation of a
will. The basic idea is to ensure that one’s property and assets are smoothly
distributed and / or utilised according to one’s wishes after one is no more.
6. Tax planning
Finally tax planning is done to determine how to gain maximum tax benefit from
existing tax laws and for planning of income, expenses and investments taking
full advantage of the tax breaks. It involves making strategies to reduce, time
or shift either current or future income tax liabilities. One must note that the
purpose here is to minimise and not evade taxes.
By repositioning one’s investments and seeking out potential tax savings

opportunities to take advantage of, it is possible to increase one’s income and
savings, which otherwise would have gone to the tax authorities.
Life insurance agents may be often required by their clients and prospective
customers to advise them not only about meeting their insurance needs but also
for support in meeting their other financial needs as well. A sound knowledge of
financial planning and its various types as described above would be of great
value to any insurance agent.
Test Yourself 3
Which among the following is not an objective of tax planning?
I. Maximum tax benefit

II. Reduced tax burden as a result of prudent investments
III. Tax evasion
IV. Full advantage of tax breaks

SUMMARY CHAPTER 4
Summary
 Financial planning is a process of:
 Identifying one’s life’s goals,

 Translating these identified goals into financial goals and
 Managing one’s finances in ways that will help one to achieve those goals
 Based on the individual life cycle three types of financial products are
needed. These help in:
 Enabling future transactions,

 Meeting contingencies and
 Wealth accumulation
 The need for financial planning is further increased by the changing

societal dynamics like disintegration of the joint family, multiple
investment choices that are available today and changing lifestyles etc.
 The best time to start financial planning is right after one receives the
first salary.
 Financial planning advisory services include:
 Cash planning,
 Investment planning,
 Insurance planning,
 Retirement planning,
 Estate planning and
 Tax planning
Key Terms
1. Financial planning
2. Life stages
3. Risk profile
4. Cash planning
5. Investment planning
6. Insurance planning
7. Retirement planning
8. Estate planning
9. Tax planning

Answer 1
Insurance provides protection against unforeseen events.
Answer 2
As soon as one gets his first salary one should start financial planning.
Answer 3
Tax evasion is not an objective of tax planning.
Question 1
An individual with an aggressive risk profile is likely to follow wealth _______

investment style.
I. Consolidation
II. Gifting
III. Accumulation
IV. Spending
Question 2
Which among the following is a wealth accumulation product?
I. Bank Loans
II. Shares
III. Term Insurance Policy
IV. Savings Bank Account
Question 3
Savings can be considered as a composite of two decisions. Choose them from

the list below.
I. Risk retention and reduced consumption

II. Gifting and accumulation
III. Spending and accumulation
IV. Postponement of consumption and parting with liquidity

Question 4
During which stage of life will an individual appreciate past savings the most?
I. Post retirement
II. Earner
III. Learner
IV. Just married
Question 5
What is the relation between investment horizon and returns?
I. Both are not related at all

II. Greater the investment horizon the larger the returns
III. Greater the investment horizon the smaller the returns
IV. Greater the investment horizon more tax on the returns
Question 6
Which among the following can be categorised under transactional products?
I. Bank deposits
II. Life insurance
III. Shares
IV. Bonds
Question 7
Which among the following can be categorised under contingency products?
I. Bank deposits
II. Life insurance
III. Shares
IV. Bonds
Question 8
Which of the below can be categorised under wealth accumulation products?
I. Bank deposits
II. Life insurance
III. General insurance
IV. Shares

Question 9
__________ is a rise in the general level of prices of goods and services in an

economy over a period of time.
I. Deflation
II. Inflation
III. Stagflation
IV. Hyperinflation
Question 10
Which of the below is not a strategy to maximise discretionary income?
I. Debt restructuring
II. Loan transfer
III. Investment restructuring
IV. Insurance purchase
Answer 1
Individual with an aggressive risk profile is likely to follow wealth accumulation

investment style.
Answer 2
Shares are a wealth accumulation product.
Answer 3
Savings is a combination of postponement of consumption and parting with

liquidity.
Answer 4
Post retirement an individual appreciate past savings the most.

Answer 5
Greater the investment horizon larger will be the returns.
Answer 6
Bank deposits can be categorised under transactional products.
Answer 7
Life insurance can be categorised under contingency product.
Answer 8
Shares can be categorised under wealth accumulation products.
Answer 9
Inflation is a rise in the general level of prices of goods and services in an

economy over a period of time.
Answer 10
Insurance purchase cannot maximise discretionary income.


CHAPTER 5
LIFE INSURANCE PRODUCTS – I
The chapter introduces you to the world of life insurance products. It begins by
talking about products in general and then proceeds to discussing the need for
life insurance products and the role they play in achieving various life goals.
Finally we look at some traditional life insurance products.
Learning Outcomes
A. Overview of life insurance products

B. Traditional life insurance products

CHAPTER 5 OVERVIEW OF LIFE INSURANCE PRODUCTS
A. Overview of life insurance products
1. What is a product?
To begin with let us understand what is meant by a product. In popular terms a

product is considered same as a commodity– a good brought and sold in the
marketplace. The term ‘product’ comes from the term ‘reproduce’ which
means ‘to bring forth’ or ‘to create’. In other words, a product is the output or
result of certain labour or efforts.
However a good’s usefulness or utility derives not from the good itself but from
its features. This brings us to the marketing perspective. From a marketing
standpoint, a product is a bundle of attributes. Firms differentiate their
product offerings in the marketplace by packing together different types of
attributes or different bundles of the same attributes.
The difference between a product (as used in a marketing sense) and a

commodity is thus that a product can be differentiated. A commodity cannot.
This means that the products sold by different companies, though they may
belong to the same category, may be quite different from one another in terms
of their features.
Example
Colgate, Close up and Promise are all different brands of the same category of
toothpastes. But the features of each of these brands are different from the
other.
A product is not an end in itself but a means to satisfy other ends. In this sense
products are problem solving tools. They serve as need or want satisfiers. How
appropriate a product is for the purpose would depend on the features of the
product.
Products may be:

i. Tangible: refers to physical objects that can be directly perceived by touch
(for instance a car or a television set)
ii. Intangible: refers to products that can only be perceived indirectly.
Life insurance is a product that is intangible. A life insurance agent has the
responsibility to enable the customer to understand the features of a particular
life insurance product, what it can do and how it can serve the customer’s
unique needs.

OVERVIEW OF LIFE INSURANCE PRODUCTS CHAPTER 5
2. Purpose of life insurance products and needs covered
Wherever there is risk it is a cause for anxiety. However, we humans have

sought to master or at least understand risk, to anticipate and be prepared for
it. The instinct and desire to create security against risk has been a key reason
for the creation of insurance.
We human beings are social beings who share our lives with others like us – our
loved ones. We also possess an immensely valuable asset - our human capital –
which is the source of our productive earning capacity. However, there is an
uncertainty about life and human well-being. Events like death and disease can
destroy our productive capabilities and thus cut down or erode the value of our
human capital.
Life insurance products offer protection against the loss of economic value of an
individual’s productive abilities, which is available to his dependents or to the
self. The very word ‘insurance’ in ‘life insurance’ signifies the need to protect
both oneself and one’s loved ones against financial loss upon death or
permanent disability.
There are other functions, such as savings and investment, but death or dread
disease coverage is the most common reason for taking out life insurance. In
specific terms, the potential estate value or the wealth expected to be created
by the insured individual during his/her remaining earning span of work life, is
sought to be replaced or compensated to one’s loved ones or to self, should the
income generating ability of the insured person be damaged or destroyed during
the period of the contract. This is done by creating an immediate estate in the
name of the insured life, the moment the first premium is paid by him.
So, a life insurance policy, at its core, provides peace of mind and protection
to the near and dear ones of the individual in case something unfortunate
happens to him. The other role of life insurance has been as a vehicle for saving
and wealth accumulation. In this sense, it offers safety and security of
investment and also a certain rate of return.
Life insurance is more than an instrument for protecting against death and
disease. It is also a financial product and may be seen as one among many
constituents of a portfolio of financial assets rather than as a unique stand-
alone product. In the emerging financial marketplace, customers have multiple
choices, not only among alternative types of life insurance products but also
with numerous substitutes to life insurance that have come up, like deposits,
bonds, stocks and mutual funds.
In this context, one needs to understand what the value proposition of life
insurance is. Customer value would depend on how life insurance is perceived
as a solution to a set of customer needs.

CHAPTER 5 OVERVIEW OF LIFE INSURANCE PRODUCTS
 Does it offer the right solution? or “Is it effective?”

 What does it cost? or “is it efficient?”
Life insurance industry has seen enormous innovations in product offerings over
the last two centuries. The journey had begun with death benefit products but
over the period, multiple living benefits like endowment, disability benefits,
dread disease cover and so on were added.
Similarly from a ‘participating in profit’ traditional product, the innovations

created ‘market linked’ policies where the insured was invited to participate in
choosing and managing his investment assets. Another dimension was added,
where life insurance products evolved from being a fixed bundle (of defined
benefits) to highly flexible unbundled products, wherein different benefits as
well as cost components could be varied by the policy holder as per changing
needs, affordability and life-stages.
3. Riders in Life Insurance Products
We have seen above, how life insurance contracts offer various benefits which
serve as solutions to a host of needs of their customers. Life insurance
companies have also offered a number of riders through which the value of their
offerings can get enhanced.
A rider is a provision typically added through an endorsement, which then

becomes part of the contract. Riders are commonly used to provide some sort of
supplementary benefit or to increase the amount of death benefit provided by a
policy.
Riders can be compared to choice of different toppings in a pizza. A base policy

is like a pizza base and choice of riders is like choice of different pizza toppings
available to customise the pizza as per an individual’s requirement. Riders help
to customise different requirements of a person into a single plan
Diagram 1: Choice of Riders

TRADITIONAL LIFE INSURANCE PRODUCTS CHAPTER 5
Riders can be the way through which benefits like Disability cover, accident
cover and Critical Illness cover can be provided as additional benefits in a
standard life insurance contract. These riders may be availed of by the
policyholder by opting for them and paying an additional premium for the
purpose.
Test Yourself 1 +
Which among the following is an intangible product?
I. Car
II. House
III. Life insurance
IV. Soap
B. Traditional life insurance products
In this chapter we shall now learn about some of the traditional types of life
insurance products.
Diagram 2: Traditional Life Insurance Products

CHAPTER 5 TRADITIONAL LIFE INSURANCE PRODUCTS
1. Term insurance plans
Term insurance is valid only during a certain time period that has been specified
in the contract. The term can range from as short as it takes to complete an
airplane trip to as long as forty years.
Protection may extend up to age 65 or 70. One-year term policies are quite
similar to property and casualty insurance contracts. All premiums received
under such a policy may be treated as earned towards the cost of mortality risk
by the company. There is no savings or cash value element accruing to the
insured.
a) Purpose
A term life insurance fulfills the main and basic idea behind life insurance,
that is, if the life insured dies prematurely there will be a sum of money
available to take care of his/her family. This lump sum money represents
the insured’s human life value for his loved ones: either chosen arbitrarily
by self or calculated scientifically.
A term insurance policy also comes handy as an income replacement

plan. Here in place of payment of a lump-sum amount to the dependents,
on the happening of an unfortunate death during the term of the policy, a
series of monthly, quarterly or similar periodical pay outs for a pre-defined
duration may be provided to the dependent beneficiaries.
b) Disability
Normally a term insurance policy covers only death. However, when it is

purchased with a disability protection rider on the main policy and if
someone were to suffer such a catastrophe during the period of term

insurance, the insurance company will provide a payout to the

beneficiaries/insured person. If the insured dies after the term ends, there
are no benefits available as the deal is over as soon as the term expires.
Diagram 3: Disability
c) Term insurance as a rider
Protection under term life is usually provided as a stand-alone policy but it

could also be provided through a rider in a policy.
Example
A pension plan may contain provision for a death benefit to be payable in
case one dies before the date when pension is to start.
d) Renewability
The premiums are generally charged at a fixed annual rate for the whole
duration of term insurance. Some plans have an option to renew at the end
of the term duration; however, in these products the premium will be
recalculated based on one’s age and health at that stage and also the new
term for which the policy is being renewed.
e) Convertibility
Convertible term insurance policies allow a policyholder to change or

convert a term insurance policy into a permanent plan like “Whole Life”
without providing fresh evidence of insurability. This privilege helps those
who wish to have permanent cash value insurance but are temporarily
unable to afford its high premiums. When the term policy is converted into
permanent insurance the new premium rate would be higher.
f) USP

The unique selling proposition (USP) of term assurance is its low price,
enabling one to buy relatively large amounts of life insurance on a limited
budget. It thus makes a good plan for the main income earner, who wishes
to protect his/her loved ones from financial insecurity in case of premature
death, and who has a limited budget for making insurance premium
payments.
g) Variants
A number of variants of term assurance are possible.
Diagram 4: Variants of Term Assurance
i. Decreasing term assurance
These plans provide a death benefit that decreases in amount with term of
coverage. A ten year decreasing term policy may thus offer a benefit of Rs.
1,00,000 for death in the first year, with the amount decreasing by Rs.
10,000 on each policy anniversary, to finally come to zero at the end of the
tenth year. The premium payable each year however remains level.
Decreasing Term Assurance plans have been marketed as mortgage

redemption and credit life insurance.
 Mortgage redemption: is a plan of decreasing term insurance

designed to provide a death amount that corresponds to the
decreasing amount owed on a mortgage loan. Typically in such loans,
each equated monthly instalment (EMI) payment leads to a reduction
of the outstanding principal amount. The insurance may be arranged
such that the amount of death benefit at any given time equals the
balance of principal owed. The term of the policy would correspond
to the length of the mortgage. The renewal premiums are generally
level throughout the term. Purchase of mortgage redemption is often
a condition of the mortgage loan.
 Credit life insurance is a type of term insurance plan designed to

pay the balance due on a loan, if the borrower dies before the loan is
repaid. Like mortgage redemption it is usually decreasing term

assurance. It is more popularly sold to lending institutions as group
insurance to cover the lives of the borrowers of these institutions. It
may be also available for automobile and other personal loans. The
benefit under these policies is often paid directly to the lender or
creditor if the insured borrower dies during the policy term.
ii. Increasing term assurance

As the name suggests, the plan provides a death benefit, which increases
along with the term of the policy. The sum may increase by a specified
amount or by a percentage at stated intervals over the policy term.
Alternatively the face amount may increase according to a rise in the cost of
living index. Premium generally increases as the amount of coverage
increases.
iii. Term insurance with return of premiums
Yet another type of policy (quite popular in India) has been that of term
assurance with return of premiums. The plan leaves the policyholder with
the satisfaction that he / she has not lost anything in case he/she survives
the term. Obviously the premium paid would be much higher than that
applicable for an equivalent term assurance without return of premiums.
h) Relevant scenarios
Term insurance has been perceived to hold much relevance in the following
situations:
 Where the need for insurance protection is purely temporary, as in case
of mortgage redemption or for protection of a speculative investment
 As an additional supplement to a savings plan, for instance a young
parent buying decreasing term assurance to provide additional
protection for dependents in the growing years. Convertible term
assurance may be suggested as an option where a permanent plan is non-
affordable.
 As part of a “buy term and invest the rest” philosophy, where the buyer
seeks to buy only cheap term insurance protection from the insurance
company and to invest the resultant difference of premiums in a more
attractive investment option elsewhere. The policyholder must of course
bear the risks involved in such investment.
i) Considerations
Price is in sum the primary basis of competitive advantage in term

assurance plans. This is particularly seen in case of yearly renewable term
policies that are cheaper than their level premium counterparts.

The problem with such one-year term plans is that mortality costs rise with
age. They are thus attractive only for those with a short period insurance
planning horizon.
Important
Limitations of term plans
At the same time one must be aware of the limitations of term assurance
plans. The major problem arises when the purpose of taking insurance cover
is more permanent and the need for life insurance protection extends
beyond the policy period. The policy owner may be uninsurable after the
term expires and hence unable to obtain a new policy at say age 65 or 70.
Individuals would seek more permanent plans for the purpose of preserving
their wealth against erosion from terminal illness, or to leave a bequest
behind. Term assurance may not work in such situations.
2. Whole life insurance
While term assurance policies are examples of temporary assurance, where

protection is available for a temporary period of time, whole life insurance is an
example of a permanent life insurance policy. In other words there is no fixed
term of cover but the insurer offers to pay the agreed upon death benefit
when the insured dies, no matter whenever the death might occur. The
premiums can be paid throughout one’s life or for a specified period of time
which is limited and is less than one’s lifetime.
Whole life premiums are much higher than term premiums since a whole life
policy is designed to remain in force until the death of the insured, and
therefore it is designed to always pay the death benefit. After the insurance
company takes the amount of money it needs from the premium, to meet the
cost of term insurance, the balance money is invested on behalf of the
policyholder. This is called cash-value. One can withdraw cash in the form of a
policy loan should he require emergency funds, or he can redeem by
surrendering the policy for its cash value.
In case of outstanding loans the amount of loan and interest gets deducted from
the payout that is made to the designated beneficiaries upon death.
A whole life policy is a good plan for one who is the main income earner of
the family and wishes to protect the loved ones from any financial insecurity
in case of premature death. This person must be able to afford the higher
premiums of a whole life insurance policy on a consistent and long-term basis,
and wants a life insurance policy which can pay a death benefit, regardless of
when he/she dies, while at the same time wanting to be able to use the cash
value of the whole life insurance policy for retirement needs, if required.

Whole life insurance plays an important role in household saving and creating
wealth to be passed on to the next generation. An important motive which
drives its purchase is that of bequest – the desire to leave behind a legacy to
one’s future generations. A higher ownership of life insurance policies among
households with children and a high regard for the family, further confirms this
motive.
3. Endowment assurance
An endowment assurance contract is actually a combination of two plans:
 A term assurance plan which pays the full sum assured in case of death
of the insured during the term
 Apure endowment plan which pays this amount if the insured survives at
the end of the term
The product thus has both a death and a survival benefit component. From
an economic point of view, the contract is a combination of decreasing term
insurance and an increasing investment element. Shorter the policy term, larger
the investment element.
The combination of term and investment elements is also present in whole life
and other cash value contracts. It is however much more pronounced in the case
of endowment assurance contracts. This makes it an effective vehicle to
accumulate a specific sum of money over a period of time.
Endowment is primarily a savings programme, which is protected by provision of

insurance against the contingency of premature death. Its appeal to customers
lies in the fact that it is an instrument that lends certainty to one’s personal
financial plans by linking insurance to one’s savings programme. Endowment
also offers a safe and compulsory method of savings accumulation. While
prudent investment and asset liability management lends safety, the semi-
compulsory nature of premiums provides the incentive to save.
People buy endowment plans as a sure method of providing against old age or
for meeting specific purposes like having an education fund at the end of say 15
years or a fund for meeting marriage expenses of one’s daughters. There can be
no playing around with these objectives. They have to be met with certainty.
It has also served as an ideal way to pay for a mortgage (housing) loan. Not only
is the loan protected against the uncertainty of repayment on account of death
but the endowment proceeds could suffice to pay the principal.
The policy has also been promoted as a means for thrift savings. Endowment
can serve as a worthwhile proposition when one is looking for an avenue to set

aside a surplus from income every month/quarter/year and commit it to the

future.
The plan is also made attractive because of the provision for deduction of
premiums for tax purposes.
Yet another proposition in the Indian context has been the facility to place the
policy in a trust created under the MWPA (Married Women’s Property Act) -
the money can only be paid to the policy beneficiary, who is thus protected
against all creditors’ claims on the property of the insured.
Finally many endowment policies mature at ages 55-65, when the insured is
planning for his/her retirement and such policies may be a useful supplement to
other sources of retirement savings.
a) Variants
Endowment assurance has certain variants that are discussed below.

i. Money back plan
A popular variant of endowment plans in India has been the Money Back
policy. It is typically an endowment plan with the provision for return of
a part of the sum assured in periodic installments during the term and
balance of sum assured at the end of the term.
Example
A Money Back policy for 20 years may provide for 20% of the sum assured to
be paid as a survival benefit at the end of 5, 10 and 15 years and the
balance 40% to be paid at the end of the full term of 20 years.
If the life assured dies at the end of say 18 years, the full sum assured and
bonuses accrued are paid, regardless of the fact that the insurer has already
paid a benefit of 60% of the face value.
These plans have been very popular because of their liquidity (cash back)
element, which renders them good vehicles for meeting short and medium
term needs. Full death protection is meanwhile available when the
individual dies at any point during the term of the policy.
ii. Par and non-par schemes
The term “Par” implies policies which are participating in the profits of the
life insurer. “Non – Par” on the other hand represent policies which do not
participate in the profits. Both kinds are present in traditional life
insurance.

Under all traditional plans, the pooled life funds, which are made up of the
proceeds of premium received from policyholders, are invested under tight
regulatory supervision, as per prescribed norms, and policyholders are either
guaranteed a part of the growth or get a share of the surpluses that are
generated by the insurer, under what are termed as “With Profit Plans”.
Non-participating products may be offered either under a linked platform or
a non-linked platform. In this chapter, we are concerned with policies which
are non-linked. Typically without profit plans are those where the benefits
are fixed and guaranteed at the time of the contract and the policyholder
would be eligible for these benefits and no more.
Example
One may have an endowment policy of twenty years providing a guaranteed
addition of 2% of sum assured for each year of term, so that the maturity
benefit is sum assured plus a total addition of 40% of the sum assured.
IRDA’s new guidelines on traditional non-par policies provide that for these
policies, the benefits which are payable on the occurrence of a specific
event are to be explicitly stated at the outset and not linked to any index of
benchmark.
Similarly additional benefits, if any, which are accrued at regular intervals
during the policy term, have to be explicitly stated at the outset and not
linked to any index of benchmark. In other words this means that the return
on the policies should be disclosed at the beginning of the policy itself. The
policyholder could calculate the net return and compare with other avenues
to assess the policy costs.
iii. Participating (Par) or with profit plans
Unlike without profit or guaranteed plans, these plans have a provision for
participation in profits. With profits policies have a higher premium than
others. Profits are payable as bonuses or dividends. Bonuses are normally
paid as reversionary bonuses. They are declared as a proportion of the sum
assured (e.g. Rs. 70 per thousand sum assured) and are payable as additional
benefits on a reversionary basis (at the end of the tenure of the policy, by
death or maturity or surrender).
Apart from reversionary bonuses which, once attached, are guaranteed, the
life insurer may also declare terminal bonuses. These are contingent upon
the life insurer earning some windfall gains and are not guaranteed.
Terminal Bonuses were developed as a means to share with participating
policy holders, the large windfall gains that were made through investment
in capital markets in United Kingdom. They have also been adopted in India
and many other developing markets.
Information

Dividend method of profit participation
There are certain other markets like the USA where profits are shared in the
form of dividends. Two approaches have been followed for dividend crediting.
i. The traditional approach was the “Portfolio Method”. Here the total
investment return on the portfolio held by the company was determined
and all policyholders were credited their share of the divisible surplus.
No attempt was made to distinguish the rate of return earned on monies
that had been invested with the company in previous years from that
deposited recently. The portfolio method thus homogenised rates of
return and made them stable over time. It applied the principle of
pooling of risks over time and is quite analogous in this respect to the
uniform reversionary bonus mechanism.
ii. The second approach is the “Current Money Method”. Here the return
depends on when the investment was made and the rate that was
secured at the time of investment. It has also been called segmented or
investment block method as different investment blocks gets different
returns.
Traditional with profits (participating) policies thus offer some linkage to the
life office’s investment performance. The linkage however is not direct. What
the policyholder gains by way of bonus depends on the periodic (usually annual)
valuation of the fund’s assets and liabilities.
The surplus declared in the valuation depends on the assumptions made and
factors taken into consideration by the valuation actuary. Even after the
surplus is declared, its allocation among policyholders would depend on the
decision of the company’s management. Because of all this, the bonuses added
to policies only follow investment performance in a very cushioned and distant
manner.
The basic logic underlying the approach is the smoothing out of investment
returns over time. It is true that terminal bonuses and compound bonuses have
enabled the policyholder to enjoy a larger slice of the benefits derived from
equity investments. Nevertheless they still depend on the discretion of the life
office who declares these bonuses.
Finally, bonuses under a valuation are generally only declared once a year. They
obviously cannot reflect the daily fluctuations in the value of assets.
Traditional with profit plans thus represent a generation of products in which

the life insurance company decides what is the structure of the product or plan,
including the benefits (sum assured and bonuses) and premiums. Even when the
life insurance company earns high returns in the investment market, it is not
necessary that its bonuses or dividends be directly linked with these returns.
The great advantage to the policyholder or insured has been that the
certainty of investment makes these plans quite appropriate vehicles for

meeting those needs that may require definite and dedicated funds. They
also help to reduce the overall portfolio risk of an individual’s investment
portfolio.
Important
IRDA’s new guidelines for traditional products
According to the guidelines, the product design of traditional plans would

remain almost the same.
a) New traditional products will have a higher death cover.
i. For single premium policies it will be 125% of the single premium for
those below 45 years and 110% of single premium for those above 45
years.
ii. For regular premium policies, the cover will be 10 times the annualised
premium paid for those below 45 and seven times for others.
b) The minimum death benefit in case of traditional plan is at least the

amount of sum assured and the additional benefits (if any).
c) In addition to the sum assured, the bonus / additional benefits as specified

in the policy and accrued till date of death shall become payable on death if
not paid earlier.
d) These plans would continue to come in two variants, participating and non-
participating plans.
i. For participating polices the bonus is linked to the performance of the
fund and is not declared or guaranteed before. But, the bonus once
announced becomes a guarantee. It is usually paid in case of death of
the policyholder or maturity benefit. This bonus is also called
reversionary bonus.
ii. In case of non-participating policies, the return on the policy is
disclosed in the beginning of the policy itself.
Test Yourself 2
The premium paid for whole life insurance is _____________ than the premium
paid for term assurance.
I. Higher
II. Lower
III. Equal
IV. Substantially higher

CHAPTER 5 SUMMARY
Summary
 Life insurance products offer protection against the loss of economic

value of an individual’s productive abilities, which is available to his
dependents or to the self.
 A life insurance policy, at its core, provides peace of mind and

protection to the near and dear ones of the individual in case something
unfortunate happens to him.
 Term insurance provides valid cover only during a certain time period
that has been specified in the contract.
 The unique selling proposition (USP) of term assurance is its low price,
enabling one to buy relatively large amounts of life insurance on a
limited budget.
 While term assurance policies are examples of temporary assurance,

where protection is available for a temporary period of time, whole life
insurance is an example of a permanent life insurance policy.
 An endowment assurance contract is actually a combination of two plans

- a term assurance plan which pays the full sum assured in case of death
of the insured during the term and a pure endowment plan which pays
this amount if the insured survives at the end of the term.
Key Terms
1. Term insurance
2. Whole life insurance
3. Endowment assurance
4. Money back policy
5. Par and non-par schemes
6. Reversionary bonus


Answer 1
Life insurance is an intangible product.
Answer 2
The premium paid for whole life insurance is higher than the premium paid for term
assurance.
Question 1
___________ life insurance pays off a policyholder's mortgage in the event of

the person's death.
I. Term
II. Mortgage
III. Whole
IV. Endowment
Question 2
The ________ the premium paid by you towards your life insurance, the
________ will be the compensation paid to the beneficiary in the event of your
death.
I. Higher, Higher
II. Lower, Higher
III. Higher, Lower
IV. Faster, Slower
Question 3
Which of the below option is correct with regards to a term insurance plan?
I. Term insurance plans come with life-long renewability option

II. All term insurance plans come with a built-in disability rider
III. Term insurance can be bought as a stand-alone policy as well as a rider with
another policy
IV. There is no provision in a term insurance plans to convert it into a whole life
insurance plan

Question 4
In decreasing-term insurance, the premiums paid ____________ over time.

I. Increase
II. Decrease
III. Remain constant
IV. Are returned
Question 5
Using the conversion option present in a term policy you can convert the same
to __________.
I. Whole life policy
II. Mortgage policy
III. Bank FD
IV. Decreasing term policy
Question 6
What is the primary purpose of a life insurance product?
I. Tax rebates
II. Safe investment avenue
III. Protection against the loss of economic value of an individual’s productive
abilities
IV. Wealth accumulation
Question 7
Who among the following is best advised to purchase a term plan?
I. An individual who needs money at the end of insurance term

II. An individual who needs insurance and has a high budget
III. An individual who needs insurance but has a low budget
IV. An individual who needs an insurance product that gives high returns
Question 8
Which of the below statement is incorrect with regards to decreasing term

assurance?
I. Death benefit amount decreases with the term of coverage

II. Premium amount decreases with the term of coverage
III. Premium remains level throughout the term
IV. Mortgage redemption plans are an example of decreasing term assurance
plans

Question 9
Which of the below statement is correct with regards to endowment assurance

plan?
I. It has a death benefit component only

II. It has a survival benefit component only
III. It has both a death benefit as well as a survival component
IV. It is similar to a term plan
Question 10
Which of the below is an example of an endowment assurance plan?
I. Mortgage Redemption Plan

II. Credit Life Insurance Plan
III. Money Back Plan
IV. Whole Life Plan
Answer 1
Mortgage life insurance pays off a policyholder's mortgage in the event of the
person's death.
Answer 2
The higher the premium paid by you towards your life insurance, the higher will
be the compensation paid to the beneficiary in the event of your death.
Answer 3
Term insurance can be bought as a stand-alone policy as well as a rider with

another policy
Answer 4
In decreasing-term insurance, the premiums paid remain constant over time.

Answer 5
Using the conversion option present in a term policy you can convert the same
to whole life policy.
Answer 6
Protection against the loss of economic value of an individual’s productive

abilities is the primary purpose behind a life insurance product.
Answer 7
Term plan is a good choice for an individual who needs insurance and has a low
budget.
Answer 8
Premium remains level throughout the term for decreasing term assurance
plans.
Answer 9
Endowment assurance plan has both a death benefit as well as a survival

component.
Answer 10
Money Back Plan is an example of an endowment assurance plan.

CHAPTER 6
LIFE INSURANCE PRODUCTS – II
The chapter introduces you to the world of non-traditional life insurance

products. We start by examining the limitations of traditional life insurance
products and then have a look at the appeal of non-traditional life insurance
products. Finally we look at some of the different types of non-traditional life
insurance products available in the market.
Learning Outcomes
A. Overview of non-traditional life insurance products

B. Non-traditional life insurance products

CHAPTER 6 OVERVIEW OF NON-TRADITIONAL LIFE INSURANCE PRODUCTS
A. Overview of non-traditional life insurance products
1. Non-traditional life insurance products – Purpose and need
In the previous chapters we have considered some of the traditional life

insurance products which have insurance as well as a savings element in them.
These products have often been considered as being part of the financial
market and compared with other instruments of capital accumulation.
One of the principal purposes of saving and investing, we must note, is to

achieve inter-temporal allocation of resources, which is both efficient and
effective.
i. Inter-temporal allocation means allocation across time. The term

effective here implies that sufficient funds are available to successfully
satisfy various needs as they arise in different stages of the life cycle.
ii. Efficient allocation on the other hand implies a faster rate of
accumulation and more funds available in future. Higher the return for a
given level of risk, the more efficient would the investment be.
A critical point of concern with respect to life insurance policies has been the
issue of giving a competitive rate of return which is comparable to that of other
assets in the financial market place. It would be useful to examine some of the
features of the traditional cash value plans of life insurance that we discussed
in the previous chapter. These have been called bundled plans because of the
way their structure is bundled and presented as a single package of benefits and
premium.
2. Limitations of traditional products
A critical examination would reveal the following areas of concern:
a) Cash value component: Firstly, the savings or cash value component in

such policies is not well defined. It depends on the amount of actuarial
reserve that is set up. This in turn is determined by assumptions about
mortality, interest rates, expenses and other parameters that are set by
the life insurer. These assumptions can be quite arbitrary.
b) Rate of return: Secondly it is not easy to ascertain what would be rate

of return on these policies. This is because the value of the benefits
under “With Profit policies” would be known for sure, only when the
contract comes to an end. Again, the exact costs of the insurer are not
disclosed. This lack of clarity about the rate of return makes it difficult
to compare them with other alterative instruments of savings. Obviously
one cannot know how efficient life insurance is as a savings instrument
unless one can make such comparison.

OVERVIEW OF NON-TRADITIONAL LIFE INSURANCE PRODUCTS CHAPTER 6
c) Surrender value: A third problem is that the cash and surrender values
(at any point of time), under these contracts depend on certain values
(like the amount of actuarial reserve and the pro-rata asset share of the
policy). These values may be determined quite arbitrarily. The method
of arriving at surrender value is not visible.
d) Yield: Finally there is the issue of the yield on these policies. Both
because of prudential norms and tight supervision on investment and
because bonuses do not immediately reflect the investment
performance of the life insurer, the yields on these policies may not be
as high as can be obtained from more risky investments.
3. The shifts
As the limitations of traditional life insurance plans became obvious, a number

of shifts occurred in the product profiles of life insurers. These have been
summarised below:
a) Unbundling
This trend involved separation of the protection and savings elements and
consequently the development of products, which stressed on protection or
savings, rather than a vague mix of both.
While in markets like the United States, these led to a rediscovery of term
insurance and new products like universal assurance and variable assurance,
the United Kingdom and other markets witnessed the rise of unit linked
insurance.
b) Investment linkage
The second trend was the shift towards investment linked products, which
linked benefits to policyholders with an index of investment performance.
There was consequently a shift in the way life insurance was positioned. The
new products like unit linked implied that life insurers had a new role to
play. They were now efficient fund managers with the mandate of providing
a high competitive rate of yield, rather than mere providers of financial
security.
c) Transparency
Unbundling also ushered greater visibility in the rate of return and in the
charges made by the companies for their services (like expenses etc.). All
these were explicitly spelt out and could thus be compared

CHAPTER 6 OVERVIEW OF NON-TRADITIONAL LIFE INSURANCE PRODUCTS
d) Non-standard products
The fourth major trend has been a shift from rigid to flexible product
structures, which is also seen as a move towards non-standard products.
When we speak of non–standard, it is with respect to the degree of choice
which a customer can exercise with respect to designing the structure and
benefits of the policy.
There are two areas where customers may actively participate in this regard
 While fixing and altering the structure of premiums and benefits

 While choosing how to invest the premium proceeds
4. The appeal – Needs met
The major sources of appeal of the new genre of products that emerged
worldwide are given below:
a) Direct linkage with the investment gains: First of all, there was the
prospect of direct linkage with the investment gains which life insurance
companies could make through investment in a buoyant and promising
capital market. One of the most important arguments in support of
investment linked insurance policies has been that, even though in the
short run, there may be some ups and downs in the equity markets the
returns from these markets would, in the longer run, be much higher
than that of other secured fixed income instruments. Life insurers who
are able to efficiently manage their investment portfolios could generate
superior returns for their customers and thus develop high value
products.
b) Inflation beating returns: The importance of yield also stems from the
impact of inflation on savings. As we all know, inflation can erode the
purchasing power of one’s wealth so that, if a rupee today would be
worth only 30 paisa after fifteen years, a principal of Rs. 100 today
would need to grow to at least Rs. 300 in fifteen years in order to be
worth what it is today. This means that the rate of yield on a life
insurance policy must be significantly higher than the rate of inflation.
This is where investment linked insurance policies were especially able
to score over traditional life insurance policies.
c) Flexibility: A third reason for their appeal was their flexibility.

Policyholders could now decide within limits, the amount of premium
they wanted to pay and vary the amount of death benefits and cash
values. In investment linked products, they also had the choice of
investments and could also decide the mix of funds in which they wanted
to have the proceeds of their premiums invested. This implied that
policyholders could have a greater control over their investment in life
insurance.

OVERVIEW OF NON-TRADITIONAL LIFE INSURANCE PRODUCTS CHAPTER 6
d) Surrender value: Finally, the policies also allowed the policyholders to

withdraw from the schemes after a specified initial period of years (say
three to five), after deduction of a nominal surrender charge. The
amount available on such surrender or encashment before the full term
of the policy was much higher than the surrender values available under
erstwhile traditional policies.
These policies became very popular and even began to replace traditional
products in many countries, including India because they were meeting a
critical motive of many investors – the wealth accumulation motive which
generated a demand for efficient investment vehicles. In the United States
for example, products like “Universal Life” provided the means to pass on the
benefits of high current interest rates returns which life insurers earned in
money and capital markets very quickly to policyholders.
Flexibility of premiums and face amount meanwhile enabled the policyholder to

adjust the premiums to suit his or her particular situations. The convenience of
early withdrawal without undue loss also meant that the policyholder no longer
needed to lock his or her money for long periods of time.
Test Yourself 1
Which among the following is a non-traditional life insurance product?
I. Term assurance
II. Universal life insurance
III. Endowment insurance
IV. Whole life insurance

CHAPTER 6 NON-TRADITIONAL LIFE INSURANCE PRODUCTS
B. Non-traditional life insurance products
1. Some non-traditional products
In the remaining paragraphs of this chapter we shall discuss some of the non-
traditional products which have emerged in the Indian market and elsewhere.
a) Universal life
Universal life insurance is a policy that was introduced in the United States
in 1979 and quickly grew to become very popular by the first half of the
eighties.
As per the IRDA Circular of November 2010, “All Universal Life products
shall be known as Variable Insurance Products (VIP)”.
Information
About Universal Life
Universal life insurance is a form of permanent life insurance characterised by

its flexible premiums, flexible face amount and death benefit amounts, and
the unbundling of its pricing factors. While traditional cash value policies
require a specific gross or office premium to be paid periodically in order to
keep the contract in force, universal life policies allow the policyholder within
limits, to decide the amount of premiums he or she wants to pay for the
coverage. Larger the size of the premium, greater the coverage provided and
greater the policy’s cash value.
The major innovation of universal life insurance was the introduction of

completely flexible premiums after the first policy year. One had only to ensure
that premiums as a whole were enough to cover the costs of maintaining the
policy. What this implied is that the policy could be deemed to be in force, so
long as its cash value was sufficient to pay the mortality charges and expenses.
Premium flexibility allowed the policyholder to make additional premiums

above the target amount. It also allowed one to skip premium payments or
make payments that were lower than the target amount.
Flexibility of structures also enabled the policyholder to make partial

withdrawals from the cash value that was available, without the obligation to
repay this amount or pay any interest on it. The cash value was simply reduced
to that extent.
Flexibility also meant that the death benefits could be adjusted and the face
amounts could be varied.

NON-TRADITIONAL LIFE INSURANCE PRODUCTS CHAPTER 6
However this kind of policy could be mis-sold. Indeed, in markets like the US,
prospective customers were enticed by the proviso that ‘one needed to make
only a few initial premium payments and then the policy would take care of
itself’. What they did not disclose was that cash values could maintain and keep
the policy in force only if investment returns were adequate for the purpose.
The decline of investment returns during latter half of the eighties led to
erosion of cash values. Policyholders who failed to continue premium payments
were shocked to find that their policies had lapsed and they no longer had any
life insurance protection.
Diagram 1: Non-traditional life insurance products
In India, as per the IRDA norms, there are thus only two kinds of non-traditional
savings life insurance products that are permitted:
 Variable insurance plans
 Unit linked insurance plans
i. Variable life insurance
To begin with it would be useful to know about variable life insurance as
introduced in the United States and other markets.
This policy was first introduced in the United States in 1977. Variable life
insurance is a kind of “Whole Life” policy where the death benefit and cash
value of the policy fluctuates according to the investment performance of a
special investment account into which premiums are credited. The policy
thus provides no guarantees with respect to either the interest rate or
minimum cash value. Theoretically the cash value can go down to zero, in
which case the policy would terminate.
The difference with traditional cash value policies is obvious. A traditional
cash value policy has a face amount that remains level throughout the policy
term. The cash value grows with premiums and interest earnings at a
specified rate. Assets backing the policy reserves form part of a general
investment account in which the insurer maintains the funds of its
guaranteed products. These assets are placed in a portfolio of secured
investments. The insurer can thus expect to earn a sturdy rate of return on
the assets in this account.

In contrast, assets representing the policy reserves of a variable life

insurance policy are placed in a separate fund that do not form part of its
general investment account. In the US this was termed as a separate
account while in Canada it was termed as a segregated account. Most
variable policies permitted policyholders to select from among several
separate accounts and to change their selection at least once a year.
In sum, here is a policy in which the cash values are funded by separate
accounts of the life insurance company, and death benefits and cash values
vary to reflect investment experience. The policy also provides a minimum
death benefit guarantee for which the mortality and expense risks are borne
by the insurance company. The premiums are fixed as under traditional
whole life. The principal difference with traditional whole life policies is
thus in the investment factor.
Variable life policies have become the preferred option for those who
wanted to keep their assets invested in an assortment of funds of their
choice and also wanted to directly benefit from favourable investment
performance of their portfolio. A prime condition for their purchase is that
the purchaser must be able and willing to bear the investment risk on the
policy. This implies that variable life policies should be typically bought by
people who are knowledgeable and quite comfortable with equity / debt
investments and market volatility. Obviously, its popularity would depend on
investment market conditions – thriving in market booms and declining when
stock and bond prices plummet. This volatility has to be kept in mind while
marketing variable life.
ii. Unit linked insurance
Unit linked plans, also known as ULIP’s emerged as one of the most popular
and significant products, displacing traditional plans in many markets. These
plans were introduced in UK, in a situation of substantial investments that
life insurance companies made in ordinary equity shares and the large
capital gains and profits they made as a result. A need was felt for having
both greater investment in equities and also passing the benefits to
policyholders in a more efficient and equitable manner.
Conventional with profit (participating) policies offer some linkage to the

life office’s investment performance. The linkage however is not direct. The
policyholder’s bonus depends on periodic (usually annual) valuation of assets
and liabilities and resultant surplus declared, which in turn depends on
assumptions and factors considered by the valuation actuary.
Critical to the valuation process is the allowance for guarantees provided
under the contract. As a result the bonus does not directly reflect the value
of the underlying assets of the insurer. Even after the surplus is declared,
the life insurer may still not allocate it to bonus but may decide to build
free assets which can be used for growth and expansion.

Because of all this, bonus additions to policies follow investment

performance in a very cushioned and distant manner.
The basic logic that governs conventional policies is to smooth investment

returns over time. While terminal bonuses and compound bonuses have
enabled policyholders to enjoy a larger slice of benefits of equity and other
high yield investments, they are still dependent on the discretion of the life
office who declares these bonuses. Again, bonuses are generally only
declared once a year since the valuation is done only on annual basis.
Returns would thus not reflect the daily fluctuations in the value of assets.
Unit linked policies help to overcome both the above limitations. The
benefits under these contracts are wholly or partially determined by the
value of units credited to the policyholder’s account at the date when
payment is due.
Unit linked policies thus provide the means for directly and immediately
cashing on the benefits of a life insurer’s investment performance. The units
are usually those of a specified authorised unit trust or a segregated
(internal) fund managed by the company. Units may be purchased by
payment of a single premium or via regular premium payments.
In the United Kingdom and other markets these policies were developed and
positioned as investment vehicles with an attached insurance component.
Their structure differs significantly from that of conventional cash value
contracts. The latter, as we have said, are bundled. They are opaque with
regard to their term, expenses and savings components. Unit linked
contracts, in contrast, are unbundled. Their structure is transparent with
the charges to pay for the insurance and expenses component being clearly
specified.
Diagram 2: Premium break-up
Once these charges are deducted from the premium, the balance of the
account and income from it is invested in units. The value of these units is
fixed with reference to some pre-determined index of performance.

The key point is that this value is defined by a rule or formula, which is
outlined in advance. Typically the value of the units is given by the net
asset value (NAV), which reflects the market value of assets in which the
fund is invested. Two independent persons could arrive at the same
benefits payable by following the formula.
Policyholder benefits thus do not depend on the assumptions and discretion

of the life insurance company.
An endearing feature of unit linked policies is its facility of choosing

between different kinds of funds, which the unit holder can exercise. Each
fund has a different portfolio mix of assets. The investor thus gets to choose
between a broad option of debt, balanced and equity funds. A debt fund
implies investment of most of one’s premiums in debt securities like gilts
and bonds. An equity fund would imply that units are predominantly in
equity form. Even within these broad categories there may be other types of
options.
Balanced Money
Equity Fund Debt Fund
Fund Market Fund
This fund This fund This fund This fund
invests invests major invests in a invests money
major portion of the mix of equity mainly in
portion of money in and debt instruments
the money Government instruments. such as
in equity Bonds, Treasury
and equity Corporate Bills,
related Bonds, Fixed Certificates
instruments. Deposits etc. of Deposit,
Commercial
Paper etc.
One may choose between a growth fund, predominantly invested in growth

stocks, or a balanced fund, which balances need for income with capital
gain. One may also choose sectoral funds, which invest only in certain
sectors and industries. Each option that is selected must reflect one’s risk
profile and investment need. There is also provision to switch from one kind
of fund to another if performance of one or more funds is not perceived to
be up to the mark.
All these choices also carry a qualification. The life insurer, while being
expected to manage an efficient portfolio, does not give any guarantee
about unit values. It is thus relieved here of the greater part of the
investment risk. The latter is borne by the unit holder. The life insurer may
however bear the mortality and expense risk.

Again, unlike conventional plans, unit linked policies work on a minimum

premium basis and not on sum assured. The insured decides on the amount
of premium he or she wishes to contribute at regular intervals. Insurance
cover is a multiple of the premiums paid. The insured has a choice
between higher and lower cover. The premium may consist of two
components – the term component may be placed in a guaranteed fund
(termed as the sterling fund in UK) that would yield a minimum amount of
cover on death. The balance of premium is used to purchase units that are
invested in the capital market, particularly the stock market, by the insurer.
In case of death the death benefit would be the higher of the sum assured or
the fund value standing to one’s account. The fund value is simply the unit
price multiplied by the number of units in the individual’s account.
Test Yourself 2
Which of the below statement is incorrect?

I. Variable life insurance is a temporary life insurance policy
II. Variable life insurance is a permanent life insurance policy
III. The policy has a cash value account
IV. The policy provides a minimum death benefit guarantee

CHAPTER 6 SUMMARY
Summary
 A critical point of concern with respect to life insurance policies has

been the issue of giving a competitive rate of return which is comparable
to that of other assets in the financial marketplace.
 Some of the trends that led to the upswing in non-traditional life

products include unbundling, investment linkage and transparency.
 Universal life insurance is a form of permanent life insurance

characterised by its flexible premiums, flexible face amount and death
benefit amounts, and the unbundling of its pricing factors.
 Variable life insurance is a kind of “Whole Life” policy where death

benefit and cash value of the policy fluctuates according to the
investment performance of a special investment account into which
premiums are credited.
 Unit linked plans, also known as ULIP’s emerged as one of the most
popular and significant products, supplanting traditional plans in many
markets.
 Unit linked policies provide the means for directly and immediately
cashing on the benefits of a life insurer’s investment performance.
Key Terms
1. Universal life insurance
2. Variable life insurance
3. Unit linked insurance
4. Net asset value

Answer 1
Universal life insurance is a non-traditional life insurance product.
Answer 2
The statement “Variable life insurance is a temporary life insurance policy” is

incorrect.
The correct statement is “Variable life insurance is a permanent life insurance
policy”.
Question 1
What does inter-temporal allocation of resources refer to?
I. Postponing allocation of resources until the time is right

II. Allocation of resources over time
III. Temporary allocation of resources
IV. Diversification of resource allocation
Question 2
Which among the following is a limitation of traditional life insurance products?
I. Yields on these policies is high

II. Clear and visible method of arriving at surrender value
III. Well defined cash and savings value component
IV. Rate of return is not easy to ascertain
Question 3
Where was the Universal Life Policy introduced first?
I. USA
II. Great Britain
III. Germany
IV. France

Question 4
Who among the following is most likely to buy variable life insurance?
I. People seeking fixed return

II. People who are risk averse and do not dabble in equity
III. Knowledgeable people comfortable with equity
IV. Young people in general
Question 5
Which of the below statement is true regarding ULIP’s?
I. Value of the units is determined by a formula fixed in advance

II. Investment risk is borne by the insurer
III. ULIP’s are opaque with regards to their term, expenses and savings
components
IV. ULIP’s are bundled products
Question 6
All of the following are characteristics of variable life insurance EXCEPT:
I. Flexible premium payments

II. Cash value is not guaranteed
III. Policy owner selects where savings reserve is invested
IV. Minimum Death benefit is guaranteed
Question 7
Which of the below is correct with regards to universal life insurance?
Statement I: It allows policy owner to vary payments

Statement II: Policy owner can earn market based rate of return on cash value
I. I is true
II. II is true
III. I and II are true
IV. I and II are false
Question 8
All of the following is true regarding ULIP’s EXCEPT:
I. Unit holder can choose between different kind of funds

II. Life insurer provides guarantee for unit values
III. Units may be purchased by payment of a single premium or via regular
premium payments.
IV. ULIP policy structure is transparent with regards to the insurance expenses
component

Question 9
As per IRDA norms, an insurance company can provide which of the below non-
traditional savings life insurance products are permitted in India?
Choice I: Unit Linked Insurance Plans

Choice II: Variable Insurance Plans
I. I only
II. II only
III. I and II both
IV. Neither I nor II
Question 10
What does unbundling of life insurance products refers to?
I. Correlation of life insurance products with bonds

II. Correlation of life insurance products with equities
III. Amalgamation of protection and savings element
IV. Separation of the protection and savings element
Answer 1
Inter-temporal allocation of resources refers to allocation of resources over

time.
Answer 2
Rate of return is not easy to ascertain in traditional life insurance products.
Answer 3
Universal Life Policy was first introduced in the USA.
Answer 4
Knowledgeable people comfortable with equity are most likely to buy variable
life insurance.

Answer 5
ULIP’s are transparent with regards to their term, expenses and savings
components.
Answer 6
Premium payments are fixed and not flexible with variable life insurance.
Answer 7
Both statements are true. Premium payment flexibility is a characteristic of

universal life insurance. This form of life insurance also permits the policy
owner to earn a rate of return tied to some market-based index.
Answer 8
Life insurer does not provide guarantee for unit values in case of ULIP’s.
Answer 9
As per IRDA norms non-traditional savings life insurance products permitted in

India include unit linked insurance plans and variable insurance plans.
Answer 10
Separation of the protection and savings element refers to the unbundling of

life insurance products.

CHAPTER 7
PENSION AND ANNUITIES
This chapter discusses a product that addresses basic life contingencies but is
different from other life insurance products that cover mortality risk. It also
takes you briefly into another line of insurance which is different from
individual insurance, namely group insurance.
Learning Outcomes
A. Types of pension
B. Classification of annuities
C. Pensions – The value proposition

CHAPTER 7 TYPES OF PENSION
A. Types of pension
1. Pensions and old age income security
Pensions may be said to represent the flip side of life insurance.
Difference between life insurance products and pension products
Life insurance products Pension products

Purpose of product: Life insurance Pension products provide protection
products have been designed basically against the financial consequences
to provide protection against the that may arise when the individual
financial consequences of an lives too long and thus outlives one’s
individual’s early and premature financial resources.
death.
Contingency covered: In case of life In case of pensions it is post-
insurance, the basic contingency retirement income discontinuity.
covered is that of mortality.
Product structure: In the case of life In the case of pensions, a capital sum,
insurance, a stream of premium which we may call a corpus or total
payments results in creation of a consideration gets liquidated in part or
capital sum, known as the sum whole through its conversion into a
assured. This sum is payable to the stream of regular income payments.
individual’s nominees or beneficiaries These are known as annuities.
in the event of death of the individual,
or may be paid as a survival benefit at
the end of the term in the case of
endowment policies.
The basic objective of any pension is to provide individuals, who have been
working and earning an income during the productive years of their life time,
with an income during their old age when they are retired and no longer at
work. The need to protect and provide for people when they are old and no
longer able to work and earn, has been well recognised by the State and civil
society. Pensions accordingly form a critical part of social security in many
countries.
2. Types of pension schemes
There are three types of pension schemes in existence today
 Public pensions
 Occupational pensions
 Personal pensions

TYPES OF PENSION CHAPTER 7
Diagram 1: Types of pension schemes
Let us briefly discuss these.
a) Public pensions
This is known as the first pillar of social security and consists of pensions
that are provided by the State. The schemes are publicly managed with
mandatory membership. They are typically funded on a ‘Pay As You Go’
(PAYG) basis. This means that the funding requirements for paying current
pension payments are met by drawing on the social security contributions,
deducted from current income of the work force. The basic purpose of
these pensions is to fulfill the State’s responsibility to ensure that all
citizens receive a minimum level of income in retirement. It is a kind of
safety net.
At the basic level the State may provide what are termed as means – tested
benefits. These are paid to people who earn less than a certain amount, or
have accumulated less than a certain level of wealth or both. Another more
common form of benefit is one in which there is a combination of a flat
rate, sufficient to ensure the maintenance of a minimum standard of living,
along with an earnings – related component.
i. Flat rate and means tested pensions are financed by taxes and
contributions which all have to pay regardless of the benefit levels
they receive in turn.
ii. The earnings related supplementary portion, on the other hand
depends on the individual’s own contribution which is
supplemented, in many cases, by State subsidies.
Many developed countries provide a minimum guaranteed pension, which

may alleviate poverty but are not sufficient to maintain even a modest life
style. This raises the need for additional layers of provision to supplement
the basic State pension.

b) Occupational pensions
This is the second pillar of post-retirement provision. Occupational pensions

have been set up by employers for their employees, with contributions from
both employers and employees. They are normally sponsored by employers
and form part of the employees’ benefit package.
Typically, most occupational pension schemes in the past have been of the
“Defined Benefit” type. This meant that the benefit payable was defined
independently of the contributions made to the scheme or its investment
earnings. Such benefit has been normally calculated with reference to the
final salary and the number of years in pensionable service, using an accrual
rate.
Example
The accrual rate is given by the fraction of pensionable salary earned per
year of service by the scheme members.
An employee has put in 38 years of service and has earned a final salary of
Rs. 40,000 per month at the time of retirement from service. If the accrual
rate was 1/60 for each year of pensionable service, this means that the
employee on retirement would be eligible for a pension that is equal to 38 /
60 times of final salary. He or she would get Rs. 25,333 (38/60 x 40000).
The benefits may also be linked to some index in order to reduce the
corroding impact of inflation. In this case the employee in the above
example would get higher pensions in later years, if price levels were to
rise.
Once the benefit to be paid is defined, one needs to then decide how to
fund the liability that is created. In occupational schemes the employer
typically makes a standard contribution based on a rate that is calculated
using actuarial estimates. These estimates are based on assumptions about
various events that the scheme may experience in future like:
i. Demographic experience of the members and their dependents

ii. General economic environment
iii. The rate of inflation
iv. Expected long term increases in average earnings
v. Rates of mortality and investment return
vi. Withdrawal or job exit on ill health

Occupational pension schemes may be uninsured or insured.
Uninsured pension scheme Insured pension scheme

In this case, an employer can In case of an insured scheme,
decide to manage the fund, the insurance company
typically setting up a trust for manages the fund. The
the purpose. The trust however advantage of this arrangement
can pay the pension only is that it passes on to the
through purchasing an annuity insurer the risks and costs of
from a life insurance company. direct fund management and
investment, which the
employer would otherwise have
had to undertake.
Defined benefit schemes, as described above, were popular during the

decades of economic boom that were enjoyed during the latter half of the
twentieth century. This was the period when the concept of job for life was
dominant. Especially when equity and capital markets were going strong,
employers were able to earn large surpluses, which enabled employers to
offer generous pensions without too much strain on cash flows of firms.
These schemes have however been faced with serious problems in recent
years on account of various reasons.
i. One problem is erosion in the “Job for life” concept. Early retirements
or retrenchment of workers in the face of economic downturns slashed
the period during which contributions could be accrued.
ii. Again, defined benefit schemes placed a set of open-ended liabilities on

the employer. The latter had to pay the guaranteed benefit regardless
of whatever investment, inflation and other market conditions were
prevailing. In an environment where business conditions were not stable
and profitable, employers found these obligations difficult to meet.
iii. A third critical issue was that defined benefit pensions paid a benefit
that was not linked, to investment performance of the fund. Many
employees found that they could earn large returns by investing their
contributions to pension schemes directly in equity markets. These
returns were far in excess of the pension the employees would receive
under their occupational scheme.
The above factors have prompted many employers worldwide to shift from
defined benefit to defined contribution or money purchase schemes. Under
these schemes, the contribution to be made is defined. The employer’s
liability is limited to paying the accrued value that is earned through
investing these contributions. Benefits thus depend on performance of the
fund in which the contributions are invested.

Again, the pooling and cross-subsidy principles that we would find in defined
benefit schemes are absent or much less present in defined contribution
schemes. Each member has his or her own individual account in the scheme,
is rewarded for whatever is earned by that account, and has to bear the
investment risks.
3. Personal pensions
The third type of pensions is known as personal pensions. These are plans that
are designed and marketed by market providers, like life insurers and other
financial institutions, towards providing an old age income.
A personal pension is typically offered and purchased in the form of an annuity

contract between the insurance company or other pension provider and an
annuitant. The latter pays either a single premium or a series of premiums –
known as annuity considerations. The pension provider pools and invests these
contributions, whose principal and investment earnings lead to creation of a
corpus.
On a specified date, when annuity payments to the annuitant are due to begin,
the corpus, and any earnings on it, begins to get converted into a series of
payments over a certain time period. The period may be expressed in terms of
specified number of years or for duration of life or both.
In sum a personal pension represents the principle of scientific liquidation of

capital. It may be expressed as follows:
i. A principal sum of money [P] is invested over a specified period of time [T]
and earns returns at a certain rate [R].It creates a corpus C
ii. The corpus C is converted into a series of annuity payments [A] over a
specified length of time [L].The time may correspond with the remaining
lifetime of the annuitant or may be for a specified number of years
iii. We can see that the amount of annuity actually payable [A] would depend
on the other four variables (P, T, R, L).It would increase directly with P and
T. It would also be more if R is higher. It bears an inverse relationship with
the last variable [L]. The longer the period over which the annuity is
payable, the smaller its size would be.
Commutation of pension
1/3 rd of the accumulated value can be withdrawn at the time of

retirement and is tax-free.
Test Yourself 1
Who provides public pensions?
I. State
II. Employers
III. Insurers
IV. NGO’s

CHAPTER 7 CLASSIFICATION OF ANNUITIES
B. Classification of annuities
Individual annuity plans provided by various life insurance companies are a

variant of personal pension plans. It would be useful to know the various ways in
which these products are classified.
Diagram 2: Basis of Classification of Annuities
1. Classes of annuities
a) Annuities may firstly be classified on the basis of how the annuity is

purchased. On this basis they are divided into single premium annuities,
which are purchased by paying a single or lump sum premium and
periodic premium annuities, which are purchased by paying a series of
premiums over a number of years.
b) A second classification could be on the basis of how often the annuity is

paid. Annuities are typically on monthly basis but other options like
fortnightly or quarterly may be possible.
c) The third way is on the basis of when the annuity payment is due to
begin. On this basis it can be classified as either an immediate or a
deferred annuity. An immediate annuity is one where the annuities are
scheduled to begin immediately. It is typically purchased with a single
premium. A deferred annuity is where periodic benefits are scheduled to
begin after a period, say at least 12 months after the date of purchase of
the annuity. Every deferred annuity in turn has two periods – an
accumulation period between when the annuity is purchased and the
annuity payments begin, and a payout or liquidation period during
which the insurer makes the annuity payments.

CLASSIFICATION OF ANNUITIES CHAPTER 7
d) This brings us to the fourth classification basis, given by the length of

the payout period or when the annuity payments would end. There are
various types of options that the annuitant can choose from. The most
basic is the life annuity, which provides periodic benefit payments during
the lifetime of the annuitant. In the pure life annuity the benefit
payment would cease with the death of the annuitant. The second type
is known as the annuity certain. Here the periodic payments are
unrelated to lifetime of the annuitant. They are payable for a (certain)
stated period of time regardless of whether the individual lives or dies
meanwhile.
e) Finally, a distinction may be made on the basis of whether the annuity

amount is fixed (guaranteed) or variable (contingent on investment
performance). This distinction has been present in some markets like the
US for quite some time.
A fixed benefit annuity is where the insurer guarantees a defined amount

of monthly annuity benefit for each rupee applied to purchase an
annuity. The guarantee implies that the insurer bears the investment
risk. A variable annuity is one in which the value of the amount
accumulated in the annuitant’s name and the monthly benefit payable
fluctuates with the performance of the account in which the fund is
placed. The annuitant benefits from all gains that arise as a result of
profitable investments and suffers from all the losses arising as a result
of unprofitable investments.
Payment to annuitants
Annuities are paid to annuitants as long as they live during the
guarantee period and thereafter to the nominee. In case of joint-
life annuity, upon the death of the annuitant, his annuity ceases
and 50% of the annuity is paid to the surviving spouse during her
lifetime. If the spouse predeceases the annuitant, the annuity
ceases.
Types of Annuities
There are two basic types of annuities :

a) Immediate Annuities
b) Deferred Annuities
Immediate Annuities
A annuitant receives payments after making an initial
investment.In an immediate annuity, an individual pays a lump sum
and begins to receive income one annuity period later.If it is a
monthly annuity, payment commences one month after premium
payment, if quarterly after three months, if half-yearly after six
months and if annually after one year.

CHAPTER 7 PENSIONS – THE VALUE PROPOSITION
Immediate annuity can be purchased by those approaching

retirement to ensure regular cash flow to help cover basic living
expenses.
Deferred Annuities
With a deferred annuity, money is invested for a period of time
until the annuitant is ready to receive annuities.The deferred
annuity accumulates money for the term chosen by the
individual.The time period between the date of purchase of the
deferred annuity and the date the annuity payments begin is
called the accumulation period or deferment period.
A deferred annuity has two phases – accumulation phase during
which the annuitant contributes to the annuity for a set time
period,and distribution or payout phase during which annuity payments
are made.
Test Yourself 2
Who bears the investment risk in a fixed benefit annuity?
I. Insurer
II. Insured
III. State
IV. Risk pool
C. Pensions – The value proposition
1. What really is a pension and how does it differ from other similar
products?
Example
Consider a fixed deposit with a bank for Rs. Ten lakhs, which gives interest @
12% per annum, payable monthly which yields a periodic payment of Rs. 10, 000
per month. In what respect does it differ from a pension, which also provides a
periodic payment?
The above case is an instance of an annuity payment, which provides a monthly

income. Pensions have a similar feature. Every pension is an annuity in the
sense that it involves a regular stream of income payments but every annuity is
not a pension.
When we speak of a pension it is as an insurance product. As stated earlier,

insurance involves the transfer of risk through pooling it.
The defining characteristic of a pension lies in how the mutuality or pooling

principle is applied for addressing contingencies associated with longevity in the
PENSIONS – THE VALUE PROPOSITION CHAPTER 7
post retirement phase of one’s life. Let us take a look at these contingencies
and the role of pensions in meeting them
Diagram 3: Pension related contingencies
a) Longevity risk
This is the chance that one may live too long after retirement and outlive
one’s resources. The dilemma of the old age retiree is twofold – how much
old age provision one must make and where the fund must be invested.
Old age provision and Investment vehicle
Ideally a person should have been able to enjoy the fruits of his or her
savings in full while one is alive and leave a bequest as one desires. The
problem is that one does not know when one will die and for how long one
must provide. If one has saved too much by restricting one’s living
standards, there is the chance of dying too soon without having enjoyed
one’s resources. On the other hand if one lives too long there is the chance
that savings may prove to be inadequate.
The solution lies in having a vehicle that provides both an annuity income,
which fully utilises one’s savings and also has a term to maturity exactly
corresponding to one’s lifetime. The pension annuity solves both kinds of
problems. A life annuity for example pays a regular payment exactly as long
as one’s life time. The insurer assumes the risk that the pension may be
inadequately funded if the [pensioner] annuitant lives too long. Again, the
pension annuity enables the most optimal conversion of capital into income.
Example

CHAPTER 7 PENSIONS – THE VALUE PROPOSITION
Take the above case for example, where a fixed deposit of Rs. 10 lakhs pays an
interest of Rs 10,000 @ 12%. The principal is repayable at a certain point but is
of no use after the individual’s death.
On the other hand the pension annuity provides for scientific liquidation of
corpus such that both principal plus interest is timed so as to be exhausted
during one’s estimated lifetime. A corpus of Rs. 10 lakhs can thus yield a
pension that includes two components – an interest, as earned in case of a fixed
deposit, and also a portion of the principal. While longevity is the problem that
pensions were traditionally designed to address, there are others which are
important.
b) Inflation
The second contingency is inflation. It can reduce post-retirement living

standards in real terms. Real incomes are normally protected when one is in
active service through suitable wage indexing. What about after retirement?
Once again, pension payments may have provisions for indexing which can
address the risk of erosion through inflation.
c) Investment risk
A third contingency is that posed by investment risk — the possibility of

one’s retirement savings being rendered inadequate or even wiped out
because the underlying investments performed badly vis-à-vis expectations.
This can be on account of default by debtors and / or a fall in the market
value of investments. Fixed guaranteed pensions are a way to ward off such
contingencies. The insurer assumes the investment risk.
d) Replacement income risk
Yet another challenge is to secure post retirement incomes which are in

some measure linked to final salary levels. We must remember that people’s
standard of living depends on what they earn and they cannot automatically
change these standards when income falls. An occupational pension which
offers a defined benefit that bears a decent proportion of final salary could
be a viable solution to the problem.
Example

PENSIONS – THE VALUE PROPOSITION CHAPTER 7
Mr. Santosh aged 40 earns a salary of Rs. 50,000 a month. Given that his income
and expenditure are expected to rise @ 5% per year, he expects his final salary
at age 60 to be around Rs. 1,32,665 (50000 x (1.05)20). The replacement income
he needs after retirement at age 60 would thus amount to more than two and
half times what he earns at age 40. Mr. Santosh is worried whether he would
have savings coming anywhere close to this amount. He wishes he had an
occupational pension scheme in his company which could have solved his
problem at least in part.
As pension markets evolve, they are facing newer and newer challenges of
providing income security. With aging of populations and a significant
proportion of people facing the spectre of living long years after retirement,
pensions are already set to emerge as one of the principal products in the
financial marketplace. However the industry would have to also measure up to
the expectations of the pensioners and address their concerns.
Test Yourself 3
Which among the below statements is true?

Statement I: Every pension is an annuity
Statement II: Every annuity is a pension
I. I and II are true

II. I and II are false
III. I is true and II is false
IV. I is false and II is true

CHAPTER 7 SUMMARY
Summary
 Pensions may be said to represent the flip side of life insurance. They
provide protection against the financial consequences that may arise
when the individual lives too long and thus outlives one’s financial
resources.
 There are three types of pension schemes in existence today i.e. public
pensions, occupational pensions and personal pensions.
 Public pension schemes are publicly managed with mandatory

membership and are typically funded on a ‘Pay As You Go’ (PAYG) basis.
 Occupational pensions have been set up by employers for their

employees, with contributions from both employers and employees.
 A personal pension is typically offered and purchased in the form of an

annuity contract between the insurance company or other pension
provider and an annuitant.
 Annuities can be classified on the basis of how the annuity is purchased,

how often the annuity is paid, when the annuity payment is due or
length of the payout period and whether the annuity amount is fixed or
variable.
 The contingencies that can be met using pension include longevity risk,
inflation, investment risk and replacement income risk.
Key Terms
1. Corpus
2. Public pensions
3. Occupational pensions
4. Personal pensions
5. Annuities
6. Life annuity
7. Fixed benefit annuity
8. Variable annuity

Answer 1
Public pension is provided by the State.
Answer 2
Insurer bears the investment risk in a fixed benefit annuity.
Answer 3
Statement I is true and II is false.
Question 1
Which of the below risk cannot be addressed through pensions?
I. Life longevity
II. Inflation
III. Investment risk
IV. Early death
Question 2
With relation to annuities, explain what does “Liquidation period” refer to?
I. Period between the purchase of annuity and commencement of payments

II. Period during which insurer makes annuity payments
III. Time taken to build up the corpus
IV. Insolvency period
Question 3
Amount of annuity payable depends on which of the following:
1. Principal sum of money

2. Investment period
3. Rate of return
4. Duration of annuity payments

I. 1 and 2
II. 1,2 and 3
III. 1,3 and 4
IV. 1,2,3 and 4
Question 4
Amount of annuity payable is inversely related to which of the following:
1. Principal sum of money

2. Investment period
3. Rate of return
4. Duration of annuity payments
I. 1 only
II. 2 only
III. 3 only
IV. 4 only
Question 5
What is the basic contingency associated with pensions?
I. Mortality
II. Morbidity
III. Post-retirement income security
IV. Disability
Question 6
Which of the below best describes an ordinary annuity?
I. Equal cash flows at equal time intervals forever

II. Equal cash flows at equal time intervals for a specific time period
III. Lumpy cash flows at equal time intervals forever
IV. Lumpy cash flows at equal time intervals for a specific time period
Question 7
From the choices mentioned below, select the one that cannot be categorised
as an annuity.
I. Rs. 2000 received today, Rs. 2000 received next year and Rs. 2000 received
in 2 years
II. Electricity Bill
III. Car payments
IV. Mortgage payments

Question 8
In an ordinary annuity, payments are made or received ___________ of each

period.
I. At the beginning
II. At the end
III. On maturity
IV. 6 months before expiry
Question 9
___________ is an annuity with an infinite life and making continuous annual

payments.
I. APR
II. Amortised loan
III. Perpetuity
IV. Principal
Question 10
_____________ is a term used to refer pensions that have some level of

Government administration.
I. Insurance Pension Fund

II. Public Pension Fund
III. Private Pension Fund
IV. Market Pension Fund

Answer 1
Early death risk cannot be addressed through pensions.
Answer 2
The period during which the insurer makes annuity payments, is referred to as
liquidation period.
Answer 3
Amount of annuity payable depends on principal sum of money, investment

period, rate of return and duration of annuity payments.
Answer 4
Amount of annuity payable is inversely related to duration of annuity payments.
Answer 5
The basic contingency associated with pensions is that of post-retirement

income security.
Answer 6
Equal cash flows at equal time intervals for a specific time period best describe
an ordinary annuity.
Answer 7
An electricity bill cannot be categorised as an annuity.

Answer 8
In an ordinary annuity payments are made or received at the end of each

period.
Answer 9
Perpetuity is an annuity with an infinite life and making continuous annual

payments.
Answer 10
Public pension fund is a term used to refer pensions that have some level of
Government administration.


CHAPTER 8
HEALTH INSURANCE
The chapter introduces you to health insurance concepts in general and the
various health insurance policies available in the market. The chapter explains
domiciliary hospitalisation, family floater policies and group health insurance
policies.
Learning Outcomes
A. Concepts related to health insurance

B. Benefits and expenses under health policies
C. Terminology connected with health insurance
D. Processes involved in an health insurance claim settlement.

CHAPTER 8 HEALTH INSURANCE POLICIES
A. Health insurance policies
1. Health insurance
Definition
Health insurance can simply be defined as a contract between the insurer and
the insured wherein the insurer agrees to pay hospitalisation expenses to the
extent of an agreed sum insured in the event of any medical treatment arising
out of an illness or an injury.
Good healthcare is a human right. Everyone is interested in ensuring

accessibility and affordability of healthcare. Healthcare in India has assumed
great importance in recent times. Increased income, health consciousness, price
liberalisation and the introduction of private healthcare financing is bringing the
change.
With the rise in lifestyle diseases, especially in urban India, the need for an
effective health insurance is increasingly becoming important as being sick or
meeting with an accident can cause considerable financial setback. Though
hospitals are providing latest medical facilities and state-of-the-art
infrastructure, patients are also charged high amounts, accordingly.
While the well-to-do segment of the population may have more accessibility and
affordability towards good health care, the rising costs of medical treatment
are beyond the reach of the common man.
Heath insurance is the tool that can help in such circumstances. Health
insurance is fast emerging as an alternate source for financing health care costs.
Absence of health insurance can result in high medical bills in the event of
hospitalisation due to illness or injury. Therefore, it has become an important
financial tool. After all, health is wealth!
2. Understanding health insurance policies
Insurance companies offer a wide variety of policies under health insurance.

These range from policies that cover the cost of doctors and hospitals to those
that meet a specific need, such as paying for long term care or specific illness
like cancer or critical illness.
Several life insurance companies have of late entered into the health segment,
which till recently was dominated by general insurance companies. Some stand-
alone health insurance companies have also been set up to tap the vast
potential of the health insurance in India.

HEALTH INSURANCE POLICIES CHAPTER 8
a) What does a health insurance policy cover?
A health insurance policy generally covers the basic costs in case of

hospitalisation due to any accidents/diseases/ illnesses which do not form a
part of the permanent exclusions of the policy.
Information
Standalone health insurance companies
i. Standalone companies came into existence in India as they saw tremendous

growth in health insurance business.
ii. IRDA lowered the capital requirements for opening standalone health
companies, so that more health insurance companies could be established.
iii. Expectations included designing innovative products for different customer
segments.
iv. These companies brought in a lot of specialised expertise and research into
the country.
v. Hospital chains entered into insurance business.
vi. Standalone companies got involved in special schemes of the Government
for covering rural masses.
The expenses covered under health insurance usually include:
 Cost of room / bed

 Boarding expenses
 Nursing expenses
 Doctor’s fees
 Diagnostic tests
 Operation theatre charges and
 Expenses related to surgical appliances and the like
As a part of the standard plan, coverage for pre and post-hospitalisation

expenses and specified day-care procedures, are also listed in the specific
policies.
Health insurance coverage may vary from insurer to insurer. Some insurers
have introduced covers for outpatient (OP) treatment covering expenses like
OP consultations, pharmacy bills, diagnostic tests, dental treatment, optical
services and annual health check-up costs along with in-patient treatment.
Some insurers allow add-ons like critical illness.
Cover for diseases such as cancer, stroke, kidney failure and heart attacks
are also given subject to certain conditions and additional premium.

Definition
Some common definitions in health insurance are:
Inpatient: Insured who undergoes treatment after getting admitted in the

hospital
Outpatient: Insured who undergoes treatment without getting

admission/staying in the hospital
Day care centre: With the advancement of technology and medical science
many complicated surgical procedures have been simplified and do not require
more than a day's stay in the hospital or less than 24 hours at times; for e.g.,
lithotripsy, cataract etc. The Centre where such procedures are carried out is
known as day care centre.
b) Terms in health insurance
i. Third Party Administrators (TPA)
It means any person who is licensed under the IRDA (Third Party
Administrators - Health Services) Regulations, 2001 by the Authority, and is
engaged, for a fee or remuneration by an insurance company, for the
purposes of providing health services.
ii. Network provider
It means hospitals or health care providers enlisted by an insurer or by a TPA

and insurer together to provide medical services to an insured on payment
by a cashless facility.
iii. Portability
It is the right accorded to an individual health insurance policyholder

(including family cover), to transfer the credit gained for pre-existing
conditions and time bound exclusions, from one insurer to another insurer or
from one plan to another plan of the same insurer, provided the previous
policy has been maintained without any break. Moving between policies of
the same company itself has been excluded.
iv. Pre-existing conditions
These refer to manifestation or occurrence of illness/injury for which

treatment was required during a pre-determined time. These can be
covered after a certain waiting period.

v. Senior citizen
It means any person who has completed sixty or more years of age as on the
date of commencement or renewal of a health insurance policy.
vi. Health plus Life Combo Products
They mean products which offer the combination of a life insurance cover
from a life insurance company and a health insurance cover offered by non-
life and/or standalone health insurance company.
Information
Public sector general insurance companies coined the name ‘Mediclaim’ for
their health insurance policy which was introduced in the market in the late
1980’s, to cover hospitalisation. In course of time, ‘Mediclaim’ got synonymous
with health insurance in the Indian market.
Today, though, there are many health insurance products of different types that
address different customer needs, much different from the original Mediclaim
policy. Though these are sold under different names, many consumers still refer
to their health insurances as ‘Mediclaim’.
Health insurance policies in India normally provide a comprehensive health

cover, covering nearly all illnesses and injuries requiring minimum 24 hours of
hospitalisation, subject to a few exclusions namely AIDS, STDs, mental disorders
and congenital defects. Typical health insurance policy does not cover medical
expenses that are routine in nature or incurred for routine health check-ups,
cosmetic surgery, plastic surgery, dental treatment, aesthetic treatment, etc.
Important
There are certain waiting periods (usually 48 months) with regard to pre-
existing diseases (PEDs), some specific illnesses like cataract, some procedures
like hysterectomy etc., for a defined period which usually range from one year
to four years.
However, exclusions and the waiting period may differ from insurer to insurer.
Maternity expenses are excluded by many insurers. Lately there are a few
products that offer coverage against maternity expenses after certain waiting
period. A few plans may also incorporate the ambulance charges, a free medical
check-up at the end of every 4 to 5 claim free years.No-claim bonus is offered
to the insured in case of claim-free years.
There are insurers, who cover HIV positive persons. A few also offer non-
allopathic treatment up to a percentage of sum insured. Most of the insurers
offer a wide variety of products.

3. Domiciliary hospitalisation
Certain insurance products offer domiciliary hospitalisation benefits. This

generally refers to medical treatment for a period exceeding three days for such
illness/ injury which in the normal course would require treatment at the
hospital/ nursing home, but was actually taken whilst confined at home in India
under any of the following circumstances namely:
 The condition of the patient is such that he/ she cannot be removed to
the hospital / nursing home
 The patient cannot be removed to hospital/ nursing home for lack of
accommodation therein
It excludes certain chronic diseases like asthma, diabetes, hypertension, or
common diseases like cough, cold, flu, dysentery etc. Many companies feel that
domiciliary hospitalisation covers are not of much practical use and have
withdrawn this cover. Domiciliary hospitalisation limit is fixed at a certain
percentage of the total sum insured. This amount is within the overall limit of
sum insured.
The premium is related to the age of the person and the sum insured selected.
It is based on assessment of risk status of the consumer (or of the group of
employees) and the level of benefits provided, rather than as a proportion of
consumer’s income.
4. Family floater policies
Family floater policy is another version of a health insurance policy. Here, the
sum insured floats among the family members. Family floaters usually cover
husband, wife and two children. Some policies cover more than two children,
parents and parents in law as well. The coverage for the entire family is limited
to the sum insured opted for. The total premium payable for family floater
policies is less than the total premium payable for non-floater policies where
separate sums insured are applicable for each family member.
Example
An insured takes a policy for himself, his spouse and the dependent children
with individual health insurance plans with a sum assured of Rs. 2 lakhs each.
He would have to pay premium ranging between Rs. 2000 - Rs. 4000 for each
family member.
However, if the insured opts for a family floater plan with a sum insured of Rs.
5 lakhs, the total premium would be less than the separate premium payments
for individual sums insured. While the separate health plan would cover only Rs.
2 lakhs per person, in case of the floater plan, the cover would go up to Rs. 5
lakhs which would help the family in case the medical treatment costs are high
for any one family member.

Health Insurance policy can be obtained by an individual for himself, his/her

family, or by a group. The eligibility as per the age factor varies from insurer
to insurer, from as young as 3 months to 80 years and above.
The sum insured is available within a certain range. It depends on the age
bracket too. Let us say for age group of 25 -40 years the insurer may offer a sum
insured of 10 lakhs or higher and for age group of 3 months to 5 years it could
be 2 lakhs.
The rules keep changing from time to time and would apply differently for
different policies and insured groups. Agents need to be clear about the tax
incentives available for the policies they sell and be familiar with the tax
incentives available for other products in the market.
Important
In order to promote health insurance, the Government gives certain tax

incentives to policyholders. These benefits could be in the form of a tax rebate
or by allowing the premium paid to be deducted from the income for tax
calculations. An important incentive is that the premium paid for health
insurance policy qualifies for tax benefit under Section 80D of Income Tax Act.
Definition
Hospital
A hospital means any institution established for in-patient care and day care
treatment of illness and/or injuries and which has been registered as a hospital
with the local authorities under the Clinical Establishments (Registration and
Regulation) Act, 2010 or under the enactments specified under the Schedule of
Section 56(1) of the said Act OR complies with all minimum criteria as under:
i. Has qualified nursing staff under its employment round the clock
ii. Has at least 10 in-patient beds in towns having a population of less than
10,00,000 and at least 15 in-patient beds in all other places
iii. Has qualified medical practitioner(s) in charge round the clock
iv. Has a fully equipped operation theatre of its own where surgical procedures
are carried out
v. Maintains daily records of patients and makes these accessible to the
insurance company’s authorised personnel

5. Steps to be taken when an insured person gets hospitalised
“Cashless facility” means a facility extended by the insurer to the insured

where the payments, of the costs of treatment undergone by the insured in
accordance with the policy terms and conditions, are directly made to the
network provider by the insurer to the extent pre-authorisation approved. In
‘Cashless’ hospitalisation, the hospitals identify the insured based on the
identity cards/ smart cards issued to them by the insurer. They may also get a
pre-authorisation from the insurer. Cashless would mean that no payment need
to be made by the insured at the time of admission and that hospital bills will
be paid directly by the insurer to the hospital.
Scenario 1: Cashless facility
i. The insured has to approach a network hospital and get the treatment
done
ii. The card issued either by the insurer or by a third party administrator
has to be presented to the network hospital
iii. Either based on the smart card or after getting pre-authorisation from
the insurer or from the TPA, the hospital would give admission
iv. Some insurance companies are required to be notified 48 hours before
hospitalisation.
v. The insurer / TPA will process the cashless settlement after verification
of policy details
Scenario 2: Claims reimbursement
If the insured does not opt for cashless settlement, he has to pay directly to the
hospital. The bills have then to be submitted to the insurer/ TPA and the claims
will be reimbursed.
Information
Pre-authorisation
Except in emergencies a cashless facility may require a pre-authorisation to be

issued by the insurer or an appointed TPA to the network provider where the
treatment is to be undergone. IRDA may prescribe a standard pre-authorisation
form and standard reimbursement claims forms which shall be used for this
purpose, as applicable.
Where a policyholder has been issued a pre-authorisation for the conduct of a

given procedure in a given hospital or if the policyholder is already undergoing
such treatment at a hospital, and such hospital is proposed to be removed from
the list of network providers, then the insurer shall provide the benefits of
cashless facility to such a policyholder as if such hospital continues to be on the
network provider list.

Information
As per IRDA regulations issued in February 2013, all health insurance policies are
required to have the features/ benefits given in information box below:
i. The network provider list
ii. Free look period of 15 days from the date the documents are received by
the customer. During this period, the customer can decide whether or not to
continue with the policy. In case she decides not to continue with it, the
premium, after making some deductions for expenses, may be refunded in
full.
iii. 30 days grace period is allowed beyond the expiry date of the policy, for
renewal.
iv. Life time coverage on all policies made mandatory. Wherever a product has
a maximum age limit for a certain category of insured, the insurer will offer
to migrate the member to another suitable product, by providing credits for
the number of all the continuous years of coverage.
v. All health policies are to have a provision for nomination.
vi. There has to be standardisation of customer information summary.
vii. A one page summary of benefits, terms and conditions has to be issued for
each product.
6. Group health insurance policy
Group health insurance policy is available to groups/ associations/ institutions/

corporate bodies, provided they have a central administration point and are
subject to a minimum number of persons to be covered. The group must belong
to a category that is approved.
The group policy is issued in the name of the group/ association/ institution/
corporate body (called insured) with a schedule of names of the members and
their eligible family members (called insured persons) forming part of the
policy.
Group includes family floaters and any policy with more than one insured
person. The coverage under the policy is generally the same as under Individual
health insurance policies with some conditions. However, some insurers allow
certain relaxations
For example: A bank may take a group insurance policy for all its customers to
whom it has given loans.

Diagram 1: Group insurance policy for bank customers
Information
Identity card and Smart card
i. To avail the benefit of cashless facility, insurers issue an identification card

to the insured within 15 days from the date of issue of a policy, either
through a TPA or directly.
ii. The identification card normally, carries details of the policyholder and the
logo of the insurer.
iii. The validity of the card coincides with the term of the policy and would be
renewed from time to time. Insurers may issue a smart card instead of an
identity card.
Test Yourself 1
Health insurance is designed to handle which of the following risks?
I. Mortality
II. Morbidity
III. Infinity
IV. Serendipity

SUMMARY CHAPTER 8
Summary
 Health insurance can simply be defined as a contract between the

insurer & the insured wherein the insurer agrees to pay
hospitalisation expenses to the extent of an agreed sum assured in
the event of any medical treatment arising out of an illness or an
injury.
 A health insurance policy generally covers the basic costs in case of

hospitalisation due to any accidents/diseases/ illnesses which do not
form a part of the permanent exclusions of the policy.
 Family floater policy is another version of a health insurance policy.

Here, the sum insured floats among the family members.
 Cashless facility means a facility extended by the insurer to the

insured where the payments, of the costs of treatment undergone by
the insured in accordance with the policy terms and conditions, are
directly made to the network provider by the insurer to the extent
pre-authorisation approved.
 Group health insurance policy is available to groups/ associations/

institutions/ corporate bodies, provided they have a central
administration point and are subject to a minimum number of
persons to be covered.
Key Terms
1. Standalone health insurance companies

2. Domiciliary hospitalisation
3. Third party administrators (TPA’s)
4. Pre-existing diseases (PED’s)
5. Family floater policy
6. Cashless facility

Answer 1
Health insurance can be used to address the risk of morbidity.
Question 1
IRDA stands for __________.
I. International Regulatory & Development Authority

II. Indian Regulatory & Development Authority
III. Insurance Regulatory & Development Authority
IV. Income Regulatory & Development Authority
Question 2
The term TPA refers to ________.

(Answer with regards to health insurance)
I. The Primary Associate

II. To Provide Assistance
III. Third Party Administrator
IV. Third Party Assistance
Question 3
Which of the below group would not be eligible for a group health insurance
policy?
I. Employees of a company
II. Credit card holders of an organisation
III. Professional association members
IV. Group of unrelated individuals formed for the purpose of availing group
health insurance
Question 4
Who cannot be covered under a family floater policy?
I. Children
II. Spouse
III. Parents-in-law
IV. Maternal uncle

Question 5
As per IRDA regulations issued in February 2013, what is the grace period
allowed beyond the expiry date of the policy, for renewal?
I. 15 days
II. 30 days
III. 45 days
IV. 60 days
Question 6
Identify the form of insurance that is depicted in the following scenario.
Scenario: Patient pays the health provider and is subsequently reimbursed by

the health insurance company.
I. Service Benefit
II. Direct contracting
III. Indemnity
IV. Casualty
Question 7
Moral hazard by health insurance companies can result in _________.
I. Community rating
II. Adverse selection
III. Abuse of health insurance
IV. Risk pooling
Question 8
Primary care can be described as ____________.
I. Care provided to patient in an acute setting

II. Care provided in hospitals
III. First point of contact for people seeking healthcare
IV. Care provided by Doctors
Question 9
________________ is an insured who undergoes treatment after getting

admitted in a hospital.
I. Inpatient
II. Outpatient
III. Day patient
IV. House patient

Question 10
_________ refers to a hospital/health care provider enlisted by an insurer to

provide medical services to an insured on payment by a cashless facility.
I. Day care centre

II. Network provider
III. Third Party Administrator
IV. Domiciliary
Answer 1
IRDA stands for Insurance Regulatory & Development Authority.
Answer 2
The term TPA refers to “Third Party Administrator”.
Answer 3
Group of unrelated individuals formed for the purpose of availing group health
insurance are not eligible for group health insurance.
Answer 4
Maternal uncle cannot be covered under a family floater policy.
Answer 5
As per IRDA regulations issued in February 2013, 30 days grace period is allowed
beyond the expiry date of the policy, for renewal.

Answer 6
The scenario refers to indemnity form of insurance.
Answer 7
Moral hazard by health insurance companies can result in adverse selection.
Answer 8
Primary care can be described as the first point of contact for people seeking
healthcare.
Answer 9
Inpatient is an insured who undergoes treatment after getting admitted in a

hospital.
Answer 10
Network provider refers to a hospital/health care provider enlisted by an

insurer to provide medical services to an insured on payment by a cashless
facility.


CHAPTER 9
APPLICATIONS OF LIFE INSURANCE
Life insurance does not merely seek to protect individuals from premature
death. It has other applications as well. It can be applied to the creation of
trusts with resultant insurance benefits; it can be applied for creating a policy
covering key personnel of industries and also for redeeming mortgages. We shall
briefly describe these various applications of life insurance.
Learning Outcomes
A. Applications of life insurance

CHAPTER 9 APPLICATIONS OF LIFE INSURANCE
A. Applications of life insurance
1. Married Women’s Property Act
The concept of Trusts in a life policy is necessitated by the applicability of

estate duty on transfer/inheritance of benefits under a life insurance policy,
including annuities. While with the abolition of estate duty in India, the concept
of Trusts may no longer be preferred, it is beneficial to understand the subject
in detail.
Section 6 of the Married Women’s Property Act, 1874 provides for security of
benefits under a life insurance policy to the wife and children. Section 6 of the
Married Women’s Property Act, 1874 also provides for creation of a Trust.
Diagram 1: Beneficiaries under MWP Act
It lays down that a policy of insurance effected by any married man on his own
life, and expressed on the face of it to be for the benefit of his wife, or of his
wife and children, or any of them, shall ensure and be deemed to be a trust for
the benefit of his wife, or of his wife and children, or any of them, according to
the interest so expressed, and shall not, so long any object of the trust remains,
be subject to the control of the husband, or to his creditors, or form part of his
estate.
a) Features of a policy under the MWP Act
i. Each policy will remain a separate Trust. Either the wife or child (over
18 years of age) can be a trustee.
ii. The policy shall be beyond the control of court attachments, creditors
and even the life assured.
iii. The claim money shall be paid to the trustees.

APPLICATIONS OF LIFE INSURANCE CHAPTER 9
iv. The policy cannot be surrendered and neither nomination nor assignment
is allowed.
v. If the policyholder does not appoint a special trustee to receive and

administer the benefits under the policy, the sum secured under the
policy becomes payable to the official trustee of the State in which the
office at which the insurance was effected is situated.
b) Benefits
The Trust is set-up under an irrevocable, non-amendable Trust Deed and can
hold one or more insurance policies. It is important to appoint a trustee for
administration of the Trust property, being the benefits under the life
policy. By creating a Trust to hold the insurance policies, the policyholder
gives up his rights under the policy and upon the death of the life insured.
The trustee invests the insurance proceeds and administers the Trust for one
or more beneficiaries.
While it is a practice to create the Trust for the benefit of the spouse and
children, the beneficiaries can be any other legal person. Creating a Trust
ensures that the policy proceeds are invested wisely during the minority of
the beneficiary and also secures the benefits against future creditors.
2. Key man Insurance
Keyman insurance is an important form of business insurance.
Definition
Keyman Insurance can be described as an insurance policy taken out by a

business to compensate that business for financial losses that would arise from
the death or extended incapacity of an important member of the business.
To put it simply, key man insurance is a life insurance that is used for business
protection purposes. The policy's term does not extend beyond the period of the
key person’s usefulness to the business. Key man insurance policies are usually
owned by the business and the aim is to compensate the business for losses
incurred with the loss of a key income generator and facilitate business
continuity. Keyman insurance does not indemnify the actual losses incurred but
compensates with a fixed monetary sum as specified on the insurance policy.
Many businesses have a key person who is responsible for the majority of
profits, or has a unique and hard to replace skill set such as intellectual
property that is vital to the organisation. An employer may take out a key
person insurance policy on the life or health of any employee whose knowledge,
work, or overall contribution is considered uniquely valuable to the company.

CHAPTER 9 APPLICATIONS OF LIFE INSURANCE
The employer does this to offset the costs (such as hiring temporary help or
recruiting a successor) and losses (such as a decreased ability to transact
business until successors are trained) which the employer is likely to suffer in
the event of the loss of a key person.
Keyman is a term insurance policy where the sum assured is linked to the
profitability of the company rather than the key person’s own income. The
premium is paid by the company. This is tax efficient as the entire premium is
treated as business expense. In case the key person dies, the benefit is paid to
the company. Unlike individual insurance policies, the death benefit in keyman
insurance is taxed as income.
The insurer will look at the business’ audited financial statements and filed IT
returns in assessing the sum assured. Generally, the company must be profitable
to be eligible for keyman insurance. In a few cases, insurers make exceptions
for loss making but well-funded start-up companies.
a) Who can be a keyman?
A key person can be anyone directly associated with the business whose loss
can cause financial strain to the business. For example, the person could be
a director of the company, a partner, a key sales person, key project
manager, or someone with specific skills or knowledge which is especially
valuable to the company.
b) Insurable losses
The following losses are those for which key person insurance can provide
compensation:
i. Losses related to the extended period when a key person is unable to

work, to provide temporary personnel and, if necessary to finance the
recruitment and training of a replacement
ii. Insurance to protect profits. For example, offsetting lost income from
lost sales, losses resulting from the delay or cancellation of any business
project that the key person was involved in, loss of opportunity to
expand, loss of specialised skills or knowledge
3. Mortgage Redemption Insurance (MRI)
Suppose you are taking a loan to buy a property. You may be required to pay for
mortgage redemption insurance by the bank as part of the loan arrangement.

APPLICATIONS OF LIFE INSURANCE CHAPTER 9
a) What is MRI?
It is an insurance policy that provides financial protection for home loan

borrowers. It is basically a decreasing term life insurance policy taken by a
mortgagor to repay the balance on a mortgage loan if he/she dies before its
full repayment. It can be called a loan protector policy. This plan is suitable
for elderly people whose dependents may need assistance in clearing their
debts in case of the unexpected demise of the policyholder.
b) Features
The policy bears on surrender value or maturity benefits. The insurance

cover under this policy decreases each year unlike a term insurance policy
where insurance cover is constant during the policy period.
Test Yourself 1
What is the objective behind Mortgage Redemption Insurance?
I. Facilitate cheaper mortgage rates

II. Provide financial protection for home loan borrowers
III. Protect value of the mortgaged property
IV. Evade eviction in case of default

CHAPTER 9 SUMMARY
Summary
 Section 6 of the Married Women’s Property Act, 1874 provides for

security of benefits under a life insurance policy to the wife and
children.
 The policy effected under MWP Act shall be beyond the control of court
attachments, creditors and even the life assured.
 Keyman insurance is an important form of business insurance. It can be

described as an insurance policy taken out by a business to compensate
at for financial losses that would arise from the death or extended
capacity of an important member of the business.
 Mortgage redemption insurance is basically a decreasing term life

insurance policy taken by a mortgagor to repay the balance on a
mortgage loan if he/she dies before its full repayment.
Key Terms
1. Married Women’s Property Act

2. Keyman insurance
3. Mortgage Redemption Insurance

Answer 1
MRI provides financial protection for home loan borrowers.
Question 1
The sum assured under keyman insurance policy is generally linked to which of
the following?
I. Keyman income
II. Business profitability
III. Business history
IV. Inflation index
Question 2
Mortgage redemption insurance (MRI) can be categorised under ________.
I. Increasing term life assurance

II. Decreasing term life assurance
III. Variable life assurance
IV. Universal life assurance
Question 3
Which of the below losses are covered under keyman insurance?
I. Property theft
II. Losses related to the extended period when a key person is unable to work
III. General liability
IV. Losses caused due to errors and omission
Question 4
A policy is effected under the MWP Act. If the policyholder does not appoint a
special trustee to receive and administer the benefits under the policy, the sum
secured under the policy becomes payable to the _____________.
I. Next of kin
II. Official Trustee of the State
III. Insurer
IV. Insured
Question 5
Mahesh ran a business on borrowed capital. After his sudden demise, all the
creditors are doing their best to go after Mahesh’s assets. Which of the below
assets is beyond the reach of the creditors?
I. Property under Mahesh’s name

II. Mahesh’s bank accounts
III. Term life insurance policy purchased under Section 6 of MWP Act
IV. Mutual funds owned by Mahesh
Question 6
Which of the below option is true with regards to MWP Act cases?
Statement I: Maturity claims cheques are paid to policyholders

Statement II: Maturity claims cheques are paid to trustees
I. I is true
II. II is true
III. Both I and II are true
IV. Neither I nor II is true
Question 7
Which of the below option is true with regards to MWP act cases?
Statement I: Death claims are settled in favour of nominees

Statement II: Death claims are settled in favour of trustees
I. I is true
II. II is true
III. Both I and II are true
IV. Neither I nor II is true
Question 8
Ajay pays insurance premium for his employees. Which of the below insurance
premium will not be treated deductible as compensation paid to employee?
Choice I: Health insurance with benefits payable to employee

Choice II: Keyman life insurance with benefits payable to Ajay
I. I only
II. II only
III. Both I and II
IV. Neither I nor II

Question 9
The practice of charging interest to borrowers who pledge their property as

collateral but leaving them in possession of the property is called
_____________.
I. Security
II. Mortgage
III. Usury
IV. Hypothecation
Question 10
Which of the below policy can provide protection to home loan borrowers?
I. Life Insurance
II. Disability Insurance
III. Mortgage Redemption Insurance
IV. General Insurance
Answer 1
Sum assured under keyman insurance policy is generally linked to business
profitability.
Answer 2
Mortgage redemption insurance (MRI) can be categorised under decreasing term
life assurance.
Answer 3
Losses related to the extended period when a key person is unable to work are
covered under keyman insurance.
Answer 4
If the policyholder does not appoint a special trustee to receive and administer
the benefits under the policy, the sum secured under the policy becomes
payable to the Official Trustee of the State.
Answer 5
Term life insurance policy purchased under Section 6 of MWP Act is beyond the
reach of court attachments and creditors.
Answer 6
Maturity claims cheques are paid to trustees.
Answer 7
Death claims are settled in favour of trustees.
Answer 8
Keyman life insurance with benefits payable to Ajay will not be treated
deductible as compensation paid to employee.
Answer 9
The practice of charging interest to borrowers who pledge their property as

collateral but leaving them in possession of the property is called mortgage.
Answer 10
Mortgage Redemption Insurance can provide protection to home loan borrowers.

CHAPTER 10
PRICING AND VALUATION IN LIFE INSURANCE
The objective of this chapter is to introduce to the learner the basic elements
that are involved in the pricing and benefits of life insurance contracts. We
shall first discuss the elements that constitute the premium and then discuss
the concept of surplus and bonus.
Learning Outcomes
A. Insurance pricing – basic elements

B. Surplus and bonus

CHAPTER 10 INSURANCE PRICING – BASIC ELEMENTS
A. Insurance pricing – Basic elements
1. Premium
In ordinary language, the term premium denotes the price that is paid by an
insured for purchasing an insurance policy. It is normally expressed as a rate of
premium per thousand rupees of sum assured. These premium rates are
available in the form of tables of rates that are available with insurance
companies.
Diagram 1: Premium
The rates that are printed in these tables are known as “Office Premiums”.
They are typically level annual premiums which need to be paid every year.
They are in most cases the same throughout the term and are expressed as an
annual rate.
Example
If the premium for a twenty year endowment policy for a given age is Rs. 4,800,
it means that Rs. 4,800 has to be paid each year for twenty years.
However it is possible to have some policies in which the premiums are payable
only in the first few years. Companies also have single premium contracts in
which only one premium is payable at the beginning of the contract. These
policies are usually investment oriented.

INSURANCE PRICING – BASIC ELEMENTS CHAPTER 10
2. Rebates
Life insurance companies may also offer certain types of rebates on the
premium that is payable. Two such rebates are:
 For sum assured

 For mode of premium
a) Rebate for sum assured
The rebate for sum assured is offered to those who buy policies with higher
amounts of sum assured. It is offered as a way of passing on to the
customer, the gains that the insurer may make when servicing higher value
policies. The reason for this is simple. Whether an insurer services a policy
for Rs.50,000 or Rs.5,00,000, the amount of effort required for both, and
consequently, the cost of processing these policies remain the same. But
higher sum assured policies yield more premium and so more profits.
b) Rebate for mode of premium
Similarly a rebate may be offered for the mode of premium. Life insurance
companies may allow premiums to be paid on annual, half yearly, quarterly
or monthly basis. More frequent the mode, more the cost of service. Yearly
and half yearly modes involve collection and accounting only once a year
while quarterly and monthly modes would mean the process is more
frequent. Half-yearly or yearly premiums thus enable a saving in
administrative costs as compared to quarterly or monthly modes. Moreover,
in the yearly mode, the insurer can utilise this amount during the entire
year and earn interest on it. Insurers would hence encourage payment via
yearly and half yearly modes by allowing a rebate on these. They may also
charge a little extra for monthly mode of payments, to cover additional
administrative expenses involved.
3. Extra charges
The tabular premium is charged for a group of insured individuals who are not
subject to any significant factors that would pose an extra risk. Such individual
lives are known as standard lives and the rates charged are known as ordinary
rates.
If a person proposing for insurance suffers from certain health problems like
heart ailments or diabetes, which can pose a hazard to his life, such a life is
considered to be sub-standard, in relation to other standard lives, the insurer
may decide to impose an extra premium by way of a health extra. Similarly an
occupational extra may be imposed on those engaged in a hazardous
occupation, like a circus acrobat. These extras would result in the premium
being more than the tabular premium.

Again, an insurer may offer certain extra benefits under a policy, which are
available on payment of an extra premium.
Example
A life insurer may offer a double accident benefit or DAB (where double the sum
assured is payable as a claim if death is a result of accident). For this it may
charge an extra premium of one rupee per thousand sum assured.
Similarly a benefit known as Permanent Disability Benefit (PDB) may be availed

by paying an extra per thousand sum assured.
4. Determining the premium
Let us now examine how life insurers arrive at the rates that are presented in
the premium tables. This task is performed by an actuary. The process of
setting the premium in case of traditional life insurance policies like term
insurance, whole life and endowment considers following elements:
 Mortality
 Interest
 Expenses of management
 Reserves
 Bonus loading
Diagram 2: Components of Premium

The first two elements constitute the net premium while the other elements are
loaded onto the net premium to yield the gross or office premium
a) Mortality and Interest
Mortality is the first element in premiums. It is determined by using a

“Mortality Table”, which gives us an estimate of the rate of mortality for
different ages.
Example
If the mortality rate for age 35 is 0.0035 it implies that out of every 1000
people who are alive as on age 35, 3.5 (or 35 out of 10,000) are expected to
die between age 35 and 36.
The table may be used to calculate mortality cost for different ages. For
example the rate of 0.0035 for age 35 implies a cost of insurance of 0.0035 x
1000 (sum assured) = Rs. 3.50 per thousand sum assured.
The above cost may be also called the “Risk Premium”. For higher ages the
risk premium would be higher.
By summing up the individual risk premiums for different ages we can get
the cost of claims that are expected to be payable for an entire period or
term, say from age 35 to 55.The total cost of these claims would give us the
future liabilities under a policy, in other words it tells us how much money is
needed by us to pay claims that may arise in future.
To arrive at “Net Premium” the first step is to estimate the present value of
future claim costs. The reason for estimating present value is that we are
trying to find out how much we need at hand today to meet claims that may
arise in the future. This process of estimating present value brings us to the
next element in premium determination, namely “Interest”.
Interest is simply the discount rate we assume for arriving at the present
value of future claim payments that have to be made.
Example
If we need to have Rs. 5 per thousand to meet the cost of insurance after
five years and if we assume a rate of interest of 6%, the present value of Rs.
5 payable after five years would be 5 x 1/ (1.06)5 = 3.74.
If instead of 6% we were to assume 10%, the present value would be only

3.10. In other words the higher the rate of interest assumed, the lower the
present value.

From our study of mortality and interest there are two major conclusions we
can derive
 Higher the mortality rate in the mortality table, higher the premiums
would be
 Higher the interest rate assumed, lower the premium
Actuaries tend to be prudent and a little conservative and would typically

assume mortality rates that are higher than what they expect to be the
actual experience. They would also assume a lower interest rate than what
they expect to earn from their investments.
Net premium
The discounted present value of all future claim liabilities gives the “Net
Single Premium”. From the net single premium, we can get the “Net Level
Annual Premium”. It is the net single premium which is levelled out so as to
be payable over the premium paying term.
Gross premium
Diagram 3: Guiding Principles for determining Amount of Loading
Gross premium is the net premium plus an amount called loading. There are
three considerations or guiding principles that needs to be borne in mind
when determining the amount of loading:
i. Adequacy
The total loading from all policies must be sufficient to cover the company’s
total operating expenses. It should also provide a margin of safety and
finally it should contribute to the profits or surplus of the company.
ii. Equity
Expenses and safety margins etc. should be equitably apportioned among

various kinds of policies, depending on type of plan, age and term etc. The
idea is that each class of policy should pay for its own costs, so that to the
extent possible, one class of policy does not subsidise the other.

iii. Competitiveness
The resulting gross premiums should enable the company to improve its
competitive position. If the loading is too high, it would make the policies
very costly and people would not buy.
b) Expenses and reserves
Life insurers have to incur various types of operating expenses including:
 Agents training and recruitment,

 Commissions of agents,
 Staff salaries,
 Office accommodation,
 Office stationery,
 Electricity charges,
 Other miscellaneous etc.
All these have to be paid from premiums that are collected by insurers.
These expenses are loaded to the net premium.
A life insurer incurs two types of expenses:
i. The first, known as “New Business Expenses”, are incurred at the

beginning stage of the contract
ii. The second type of expenses, known as “Renewal Expenses,” is incurred

during subsequent years.
Initial or new business expenses can be substantial. Life insurers are also
required by law to hold certain margins as reserves to ensure they can meet
their obligations, even when their actual experience is worse than assumed.
The initial expenses along with the margins required to be maintained as
reserves are typically higher than the initial premiums received.
The company thus faces a strain, known as new business strain. The initial
outflow is only recovered from subsequent annual premiums. An implication
is that life insurers cannot afford to have large number of their policies
cancelled or lapsing in initial years, before the expenses are recouped.
Another implication of new business strain is that life insurance companies
would need a gestation period of some years before they can make profits.
Expenses are also determined in different ways, depending on the type of

expense.
i. For instance, commissions and incentives for agency managers /

development officers are typically decided as a percentage of the
premiums earned.

ii. On the other hand, expenses like medical examiners’ fees and policy
stamps vary depending on the amount of sum assured or face value of
the policy and are considered in relation to the sum assured.
iii. A third category of expenses is overheads like salaries and rents which
generally vary with the amount of activities that in turn depend on the
number of policies being serviced. The larger the volume of business in
terms of number of policies, higher the overhead expenses.
Based on the above classification, the typical loading to a net premium

would have three parts
i. A percentage of premiums
ii. A constant amount for each ‘1000 sum assured’ (or face amount) which
is added to net premium
iii. A constant amount per policy
Lapses and contingencies
The net premium and loading for expenses is designed to cover the
estimated cost of benefits and expense charges that the life insurer expects
to incur during the term of the policy. The insurer also constantly faces the
risk that actual experience may be different from the assumptions made at
the stage of designing the contract.
One source of risk is that of lapses and withdrawals. A lapse means that the
policyholder discontinues payment of premiums. In case of withdrawals, the
policyholder surrenders the policy and receives an amount from the policy’s
acquired cash value.
Lapses can pose a serious problem because they typically happen within the
first three years with highest incidence being typically in the very first year
of the contract. Life insurers incorporate a loading in anticipation of
leakages that may arise as a result.
Life insurers must also be prepared for the eventuality that the assumptions
on basis of which they set their premiums differs from actual experience.
Such a contingency can arise from two reasons.
i. Firstly the assumptions themselves may have been inappropriate. For

example the life insurer may use a mortality table that does not reflect
the current mortality or has not adequately factored for inflation
ii. Secondly there are random fluctuations that may belie the assumptions.
There are three ways in which the above kind of risks can be addressed.

i. They can be passed on to the customer, for instance, in the case of

investment-linked products like ULIP’s, the risk of lower returns has to
be borne by the customer.
ii. A second way is to reinsure the policy with a reinsurer. In this case the
mortality risk is borne by the reinsurer.
iii. The third and more commonly used way is to incorporate a loading
margin in the premium, which could help to absorb the divergence
between expected and actual experience.
c) With Profit policies and Bonus loading
Let us listen to what the actuary Brian Corby had to say about how With
Profit policies emerged.
“Some two hundred years ago, at the beginning of life insurance, the major
uncertainty was the rate of mortality. The solution adopted was to charge
excessive premiums. Of course they did not know that they were excessive
in advance so that solvency was assumed, and then, when sufficient
experience was accumulated to assess what the premiums should have been,
to return the excess or some of it to policyholders by way of bonus
additions. This was the origin of the traditional with profit policies we issue
today…”
Participation in profits also ushered an element called “Bonus Loading” into

premiums. The idea was to provide a margin for profits within the premium,
such that it served as an added cushion against unforeseen contingencies
and also paid for the policy’s share of surplus distributed (as bonus).The
bonus loading feature is one reason why life insurers have been confident
about their long term solvency and capital adequacy.
In sum we can say that:
Gross premium = Net premium + Loading for expenses + Loading for

contingencies + Bonus loading
If we assume that the above loadings together comprise a total of K percent

of gross premium (GP), we can find out the gross premium, given the net
premium (NP) as
GP = NP + K (GP)
For instance if the net single premium for an endowment policy is Rs. 380
and the loading factor, K is 50% then the gross premium would be Rs. 760.

CHAPTER 10 SURPLUS AND BONUS
Test Yourself 1
What does a policy lapse mean?
I. Policyholder completes premium payment for a policy

II. Policyholder discontinues premium payment for a policy
III. Policy attains maturity
IV. Policy is withdrawn from the market
B. Surplus and bonus
1. Determination of surplus and bonus
Every life insurance company is expected to undertake a periodic valuation of

its assets and liabilities. Such a valuation has two purposes:
i. To assess the financial state of the life insurer, in other words to

determine if it is solvent or insolvent
ii. To determine the surplus available for distribution among policyholders /
share holders
Definition
Surplus is the excess of value of assets over value of liabilities. If it is negative,

it is known as a strain.
Let us now see how the concept of surplus in life insurance is different from
that of profit of a firm.
Firms in general have two concepts of profit. In the accounting sense, profit is
defined as the excess of income over outgo for a given accounting period, it
forms part of the profit and loss account. Profit also forms part of the balance
sheet of a firm - it may be defined as the excess of assets over liabilities. The
balance sheet also reflects the profits in the P&L account. In both instances, an
ex-post approach is adopted for recognition of profits.
Example
The profits of XYZ firm as on 31stMarch 2013, is given as its income less expenses
or its assets less liabilities as on that date.
In both instances, the profit is clearly defined and is known.
Can we apply a similar argument and specify the liabilities and assets in case of
a life insurance valuation?

SURPLUS AND BONUS CHAPTER 10
In such a case, the surplus would be defined as
Surplus = Assets - Liabilities
Where liabilities expected to arise for a block of policies are determined as

present value of future claims, expenses and other expected payouts less the
present value of premiums expected to be received on these policies
Diagram 4: Ways of Valuing Assets
Assets are valued in one of three ways
i. At Book Value
This is the value at which the life insurer has purchased or acquired its
assets
ii. At Market Value
The worth of the life insurer’s assets in the market place
iii. Discounted Present Value
Estimating the future income stream from various assets and discounting
them to the present
The problem is that one cannot place an exact value on liabilities because one
cannot precisely predict what will happen in the future. The value of liabilities
depends on assumptions about factors like mortality, interest, expenses and
persistency which are made while estimating the present value of future
liabilities. It is for this reason that in life insurance we use the term surplus
instead of profits.
Surplus is thus a function of how assets and liabilities are valued.

i. When a life insurer is very conservative in its valuation, it would result in

liabilities being overvalued than otherwise while assets are undervalued.
As a result the surplus that is declared would be reduced. This means
lesser bonuses would be available for distribution among current
policyholders. But it would also contribute to financial soundness of the
insurer. This is because the actual amount of surplus is higher than the
declared surplus and so higher provisions can be retained for the future.
This would benefit future policyholders.
ii. On the other hand, if assets and liabilities are valued liberally, it has the
opposite result. Current policyholders would be benefited at the expense
of future ones.
The life insurance company has to strike the right balance between current and
future policyholders.
2. Allocating the surplus
Surplus arises as a result of the life insurer’s actual experience being better
than what it had assumed. Under with profit contracts, the life insurer is
obliged to pass on the benefits of such a favourable gap (between the actual
and expected results) to policyholders who have agreed to participate in the
profits and have purchased these with profit policies.
At the same time, surplus is also the source from which the company’s basic
capital (its equity or net worth) can be increased from within. In this sense,
surplus of a life insurer is similar to an ordinary company’s profits which have
not been distributed but have been retained. These are known as ‘retained
earnings’. They contribute to its financial soundness.
Let us now see how the surplus that is determined would be allocated
a) Solvency requirements
Firstly, a part of the excess of assets over liabilities needs to be kept to

protect policyholders in the event of unforeseen adversities in future. The
solvency margin may be defined as that portion of surplus assets over
liabilities specifically set aside as a cushion for addressing any unforeseen
deviations between expected and actual experience.
b) Free assets
Another purpose for having surplus that is unallocated (for distribution) is to

increase the level of free assets. Free assets are unencumbered. In other
words they are not required for meeting any liabilities. The life insurer is
thus free to use them. Life insurers need to maintain such free assets for
two reasons.

i. Firstly companies need capital to finance the new business. We have

already seen how they need to finance their new business strain.
ii. Free assets also offer the life insurer with greater leverage and freedom
in choosing its investment strategies. This becomes vital for companies
who need to generate and provide higher and more competitive returns.
Once the divisible surplus is declared, the next issue is to determine their
distribution among the life insurer’s policyholders (after leaving a portion for
distribution among shareholders if any). In India, the popular method for the
purpose has been through the “Bonus Mechanism” where surplus is distributed
in the form of a bonus. This system is popular in the United Kingdom, India and
many other countries.
3. Bonus
Bonus is paid as an addition to the basic benefit payable under a contract.

Typically it may appear as an addition to basic sum assured or basic pension per
annum. It is expressed, for example, as Rs. 60 per thousand sum assured (or 60%
of SA).
The most common form of bonus is the reversionary bonus. The company is
expected to declare such bonus additions each year, throughout the lifetime of
the contract. Once declared, they get attached and cannot be taken away. They
form part of the liabilities of the company. They are called ‘Reversionary’
bonuses because the policyholder only receives them when the contract
becomes a claim by death or maturity.
Bonuses may also be payable on surrender. In such cases it is often stipulated

that the contract should have run for a certain term (say 5 years) to become
eligible.

Types of reversionary bonuses
Diagram 5: Types of Reversionary Bonuses
i. Simple Reversionary Bonus
This is a bonus expressed as a percentage of the basic cash benefit under

the contract. In India for example, it is declared as amount per thousand
sum assured.
ii. Compound Bonus
Here the company expresses a bonus as a percentage of basic benefit and

already attached bonuses. It is thus a bonus on a bonus. A way to express it
may be as @ 8% of basic sum assured plus attached bonus.
iii. Terminal Bonus
As the name suggests, this bonus attaches to the contract only on its
contractual termination (by death or maturity). The bonus is declared only
for claims of the ensuing year without any commitment about subsequent
years (as in case of reversionary bonuses). Thus the terminal bonus declared
for 2013 would only apply to claims that have arisen during 2013-14 and not
for subsequent years.
Finally, terminal bonuses depend on the time duration of the contract, and
increases as the duration increases. Thus the terminal bonus for a contract
that has run for 25 years would be higher than one which has run for 15
years.
Terminal bonuses emerged (in UK) as a solution to the problem of how to

treat large unrealised gains that were earned as a result of increased
investment in shares and property. By giving these as one off payments and
also relating them to time, the life insurance companies solved the problems
of how to sustain these bonuses. They also became a way to achieve equity
among policy holders
4. The Contribution Method
Another method of distribution of surplus which has been adopted in North

America is the “Contribution” method. Under this method, consideration is
given to three sources of surplus - excess interest, mortality savings and savings
arising with respect to expense and other loadings.
The surplus is thus given by the difference between what was expected to
happen and what actually happened over the year with respect to mortality,
interest and expenses
The dividends that are declared may be used in one of the following four ways
i. It may be paid in the form of dividends in cash
ii. In the form of adjustment to, and reduction in future premiums
iii. A third method is to allow purchase of non-forfeitable paid up additions

to the policy
iv. Finally dividends may be allowed to accumulate, with interest, to the

credit of the policy. It may be either withdrawn at the option of
policyholder or only at the end of the contract
5. Unit Linked Policies
Traditional “With Profit” policies, as discussed above, contain a linkage

between the bonuses they pay and the investment performance of the life
insurer. The linkage however is not direct. The policyholder’s bonus is
determined by the surplus that is declared during the periodic valuation of the
insurer’s assets and liabilities. As a result, the bonus structure does not directly
reflect the value of the underlying assets of the insurer.
Again, bonuses under a valuation are generally only declared once a year. They
obviously cannot reflect the daily fluctuations in the value of assets. Unit linked
policies have been designed precisely to overcome some of the limitations spelt
out above.
They involve a different approach to the design of products and follow a

different set of principles.

a) Unitising
The distinctive feature of these policies is that their benefits are wholly or
partially determined by the value of units credited to the policyholder’s
account at the date when the claim payment is due to be made. A unit is
created through the division of an investment fund into a number of equal
parts.
b) Transparent structure
The charges for insurance protection and expenses component of a unit

linked product are clearly specified. Once these charges are deducted from
the premium the balance of the account and income from it is invested in
units. The value of these units is fixed with reference to a pre-determined
index of performance.
It is defined by a rule or formula, which is outlined in advance. Two

independent persons, by following this formula, would arrive at the same
estimate of benefits. Policy holder benefits, in other words, do not depend
on the assumptions and discretions of the life insurance company
c) Pricing
In traditional plans like endowment, the insured decides the amount of sum
assured to be purchased. This sum assured is guaranteed and the premium is
set such that, under given assumptions of mortality, interest and expenses,
it would be adequate to pay this amount. If the actual experience is better
than the assumptions made while setting the premiums, the benefit is
passed on in the form of a bonus.
Under unit linked policies, the insured decides what amount of premium he
/ she can contribute at regular intervals. The premium may vary, subject to
a minimum that may need to be paid. The insurance cover is a multiple of
the premiums paid – for example it may be ten times the annual premium.
The premium is divided into three parts
i. Firstly there is a policy allocation charge (PAC) which is comprised of

agents’ commission, policy setup costs, administrative costs and
statutory levies.
ii. The second component is the mortality charge which is the cost of
providing risk cover.
iii. The balance of premiums after meeting the above two, are allocated for
the purchase of units.

The PAC as a proportion of the premiums is high in the initial years, both
under traditional and ULIP plans. Under the former, these charges are
apportioned and spread out throughout the policy term. In the case of ULIPs
however they are deducted from the initial premiums itself. This implies
that in the initial stages, the charges would significantly reduce the amount
allocated for investment. This is why the value of the benefits, vis-à-vis the
premiums paid, would be very low. It would in fact be less than the
premiums paid in the early years of the contract.
d) The bearing of investment risk
Finally, since the value of the units depends on the value of the life
insurer’s investments, there is a risk that these unit values may be lower
than expected and result in the returns being low and even negative. The
life insurer, while being expected to manage these investments in an
efficient and prudent manner, does not give any guarantee about the unit
values. The investment risk, in other words, is borne by the
policyholder/unit holder. The life insurer may however bear the mortality
and expense risk.
Test Yourself 2
Who bears the investment risk in case of ULIPs?
I. Insurer
II. Insured
III. State
IV. IRDA

CHAPTER 10 SUMMARY
Summary
 In ordinary language, the term premium denotes the price that is

paid by an insured for purchasing an insurance policy.
 The process of setting the premium for life insurance policies

involves consideration of mortality, interests, expense management
and reserves.
 Gross premium is the net premium plus an amount called loading.
 A lapse means that the policyholder discontinues payment of

premiums. In case of withdrawals, the policyholder surrenders the
policy and receives an amount from the policy’s acquired cash value.
 Surplus arises as a result of the life insurer’s actual experience being

better than what it had assumed.
 Surplus allocation could be towards maintaining solvency

requirements, increasing free assets etc.

The most common form of bonus is the reversionary bonus.
Key Terms
1. Premium
2. Rebate
3. Bonus
4. Surplus
5. Reserve
6. Loading
7. Reversionary bonus

Answer 1
Policyholder discontinuing premium payment for a policy is termed as policy

lapse.
Answer 2
Insured bears the investment risk in case of ULIP.
Question 1
What does the term “premium” denote in relation to an insurance policy?
I. Profit earned by the insurer

II. Price paid by an insured for purchasing the policy
III. Margins of an insurer on a policy
IV. Expenses incurred by an insurer on a policy
Question 2
Which of the below is not a factor in determining life insurance premium?
I. Mortality
II. Rebate
III. Reserves
IV. Management expenses
Question 3
What is a policy withdrawal?
I. Discontinuation of premium payment by policyholder

II. Surrender of policy in return for acquired surrender value
III. Policy upgrade
IV. Policy downgrade

Question 4
Which of the below is one of the ways of defining surplus?
I. Excessive liabilities
II. Excessive turnover
III. Excess value of liabilities over assets
IV. Excess value of assets over liabilities
Question 5
Which of the below is not a component of ULIP premiums?
I. Policy allocation charge

II. Investment risk premium
III. Mortality charge
IV. Social security charge
Question 6
Life insurance companies may offer rebate to the buyer on the premium that is
payable on the basis of ___________.
I. Sum assured chosen by the buyer

II. Type of policy chosen by the buyer
III. Term of the plan chosen by the buyer
IV. Mode of payment (cash, cheque, card) chosen by the buyer
Question 7
Interest rates are one of the important components used while determining the
premium. Which of the below statement is correct with regards to interest
rates?
I. Lower the interest rate assumed, lower the premium

II. Higher the interest rate assumed, higher the premium
III. Higher the interest rate assumed, lower the premium
IV. The interest rates don’t affect premiums
Question 8
Which of the below statement is correct?
I. The typical loading to a net premium would have 3 parts: a) a constant

amount for premiums b) a constant amount for each ‘1000 sum assured’ and
c) a constant amount per policy
II. The typical loading to a net premium would have 3 parts: a) a percentage
of premiums b) a constant amount for each ‘1000 sum assured’ and c) a
constant amount per policy

III. The typical loading to a net premium would have 3 parts: a) a percentage
of premiums b) a constant percentage for each ‘1000 sum assured’ and c) a
constant amount per policy
IV. The typical loading to a net premium would have 3 parts: a) a percentage
of premiums b) a constant amount for each ‘1000 sum assured’ and c) a
percentage amount per policy
Question 9
With regards to valuation of assets by insurance companies, __________ is the

value at which the life insurer has purchased or acquired its assets.
I. Discounted future value

II. Discounted present value
III. Market value
IV. Book value
Question 10
In case of __________, a company expresses the bonus as a percentage of basic

benefit and already attached bonuses.
I. Reversionary bonus
II. Compound bonus
III. Terminal bonus
IV. Persistency bonus
Answer 1
Price paid by an insured for purchasing the policy is termed as premium.
Answer 2
Rebate is not a factor in determining life insurance premium.
Answer 3
Surrender of policy in return for acquired surrender value is termed as policy

withdrawal.

Answer 4
Excess value of assets over liabilities is one way of defining surplus.
Answer 5
ULIP premium comprises of policy allocation charge, investment risk premium

and mortality charge.
Answer 6
Life insurance companies may offer rebate to the buyer on the premium that is
payable on the basis of sum assured chosen by the buyer.
Answer 7
Higher the interest rate assumed, lower the premium
Answer 8
The typical loading to a net premium would have 3 parts: a) a percentage of

premiums b) a constant amount for each ‘1000 sum assured’ and c) a constant
amount per policy.
Answer 9
With regards to valuation of assets by insurance companies, book value is the

value at which the life insurer has purchased or acquired its assets.
Answer 10
In case of compound bonus, a company expresses the bonus as a percentage of

basic benefit and already attached bonuses.

CHAPTER 11
DOCUMENTATION – PROPOSAL STAGE

In the life insurance industry we deal with a large number of forms and
documents. These are required for the purpose of bringing clarity in the
relationship between the insured and the insurer. In this chapter, we shall deal
with the various documents that are involved at the proposal stage and their
significance. The documents we shall consider include
i. Prospectus
ii. Proposal form
iii. Agent’s report
iv. Medical examiner’s report
v. Moral hazard report
vi. Age proof
vii. Know Your Customer (KYC) documents
Learning Outcomes
A. Life insurance – Proposal stage documentation

CHAPTER 11 LIFE INSURANCE – PROPOSAL STAGE DOCUMENTATION
A. Life insurance – Proposal stage documentation
1. Prospectus
Definition
A prospectus is a formal legal document used by insurance companies that

provides details about the product.
A prospectus should contain all facts that are necessary for a prospective
policyholder to make an informed decision regarding purchase of a policy.
The prospectus used by a life insurance company should state the following,
under each of its plans of insurance:
i. The terms and conditions
ii. Scope of benefits – guaranteed and non-guaranteed
iii. The entitlements
iv. The exceptions
v. Whether the plan is participative or non-participative
The prospectus is like an introductory document which helps the prospective

policyholder to get familiar with the company’s products.
2. Proposal form
The insurance policy is a legal contract between insurer and the policyholder.
As is required for any contract, it has a proposal and its acceptance. The
application document used for making the proposal is commonly known as the
‘proposal form’. All the facts stated in the proposal form become binding on
both the parties and failure to appreciate its contents can lead to adverse
consequences in the event of claim settlement.
Definition
The proposal form has been defined under IRDA (Protection of Policyholders’
Interests) Regulations, 2002 as:
“It means a form to be filled in by the proposer for insurance for furnishing all
material information required by the insurer in respect of a risk, in order to
enable the insurer to decide whether to accept or decline, to undertake the
risk, and in the event of acceptance of the risk, to determine the rates, terms
and conditions of a cover to be granted.”

LIFE INSURANCE – PROPOSAL STAGE DOCUMENTATION CHAPTER 11
“Material” for the purpose of these regulations shall mean and include all
important, essential and relevant information in the context of underwriting the
risk to be covered by the insurer.
Important
While the IRDA defined the proposal form, the design and content of the form
was left open to the discretion of the insurance company. However based on
the feedback received from policyholders, intermediaries, ombudsmen and
insurance companies, the IRDA felt it necessary to standardise the form and
content of the proposal form.
The IRDA has issued the IRDA (Standard Proposal Form for Life Insurance)
Regulations, 2013. While the IRDA has prescribed the design and content, it has
provided flexibility to the insurance companies for seeking additional
information. The proposal form carries detailed instructions not only for the
proposer and the proposed life insured but also to the intermediary who solicits
the policy and assists in filling up the form.
3. Agent’s report
The agent is the primary underwriter. All material facts and particulars about
the policyholder, relevant to risk assessment, need to be revealed by the agent
in his / her report. Matters of health, habits, occupation, income and family
details need to be mentioned in the report.
4. Medical examiner’s report
In many cases, the life to be insured has to be medically examined by a doctor

who is empaneled by the insurance company. Details pertaining to physical
features like height, weight, blood pressure, cardiac status etc. are recorded
and mentioned by the doctor in his report called the medical examiner’s report.
We must note that many proposals are underwritten and accepted for insurance
without calling for a medical examination. They are known as non–medical
cases. The medical examiner’s report is required typically when the proposal
cannot be considered under non-medical underwriting because the sum
proposed or the age of the proposed life is high or there are certain
characteristics which are revealed in the proposal, which call for examination
and report by a medical examiner.
The underwriter of the insurance company thereby gets an account of the

current health position of the life to be insured.

5. Moral hazard report
Life insurance is a contract between an individual and an insurance company

that pays a stated amount of money if the covered person passes away during
the term of the policy. When you purchase life insurance, you must go through
several underwriting procedures including filling out an application and
submitting to a physical exam. One factor impacting the risk, which
underwriters look out for, is termed as moral hazard.
Definition
Moral hazard is the likelihood that a client's behaviour might change as a result
of purchasing a life insurance policy and such a change would increase the
chance of a loss.
Example
John Doe recently purchased a life insurance policy. He then decided to go on a

skiing expedition at a site which was touted to be one of the most dangerous
skiing places on earth. In the past he had refused to undertake such
expeditions.
Life insurance companies seek to guard against the possibility of individuals

seeking to make a profit from the purchase of life insurance through actions like
ending one’s own life or the life of another. Life insurance underwriters would
thus look for any factors which might suggest such hazard.
For this purpose, the company may require that a moral hazard report has to be
submitted by an official of the insurance company. Before completion of the
report the reporting official should satisfy himself regarding the identity of the
proposer. He should meet him preferably at his residence before completing the
report. The reporting official should make independent enquiries about the life
to be assureds’ health and habits, occupation, income, social background and
financial position etc.
6. Age Proof
We have already seen that the risk of mortality in life insurance increases with
age. Hence age is a factor that insurance companies use to determine the risk
profile of the life to be insured. Accordingly a premium is charged for each age
group. Verification of correct age by examination of an appropriate document
of evidence of age thus assumes significance in life insurance.
Valid age proofs may be standard or non-standard.

a) Standard age proofs
Some documents considered as standard age proofs are:
 School or college certificate

 Birth certificate extracted from municipal records
 Passport
 PAN card
 Service register
 Certificate of baptism
 Certified extract from a family bible if it contains the date of birth
 Identity card in case of defence personnel
 Marriage certificate issued by a Roman Catholic church
b) Non-standard age proofs
When standard age proofs like the above are not available, the life insurer
may allow submission of a non-standard age proof. Some documents
considered as non-standard age proofs are:
 Horoscope
 Ration card
 An affidavit by way of self-declaration
 Certificate from village panchayat
Diagram 1: Valid age proof

7. Anti-Money Laundering (AML)
Definition
Money laundering is the process of bringing illegal money into an economy by

hiding its illegal origin so that it appears to be legally acquired. The
Government of India launched the PMLA ,2002 to rein in money-laundering
activities.
The Prevention of Money Laundering Act (PMLA), 2002 came into effect from
2005 to control money laundering activities and to provide for confiscation
of property derived from money-laundering.It mentions money laundering
as an offense which is punishable by rigorous imprisonment from three to
seven years and fine upto Rs 5 lakhs.
Each insurer is required to have an AML policy and accordingly file a copy with
IRDA. The AML program should include:
i. Internal policies, procedures and controls
ii. Appointment of a principal compliance officer
iii. Recruitment and training of agents on AML measures
iv. Internal audit/control
8. Know Your Customer (KYC)

Know your customer is the process used by a business to verify the
identity of their clients.Banks and insurers are increasingly demanding
their customers provide detailed information to prevent identity theft,
financial fraud and money laundering.
The objective of KYC guidelines is to prevent financial institutions
from being used by criminal elements for money laundering activities.
Insurers, hence, need to determine the true identity of their customers.

Agents should ensure that proposers submit the proposal form along
with the following as part of the KYC procedure:
i. Photographs
ii. Age proof
iii. Proof of address – driving license, passport, telephone bill, electricity

bill, bank passbook etc.
iv. Proof of identity – driving license, passport, voter ID card, PAN card, etc.
v. Income proof documents in case of high-value transactions

9. Free-look period
Suppose a person has purchased a new life insurance policy and received the
policy document and, on examining the same, finds that the terms and
conditions are not what he/she wanted.
What can he/she do?
IRDA has built into its regulations a consumer-friendly provision that takes care
of this problem. It has provided for what is termed as a “free look period’ or as
“cooling period.”
During this period, if the policyholder has bought a policy and does not want it,
he/she can return it and get a refund subject to the following conditions:
i. He/she can exercise this option within 15 days of receiving the policy
document
ii. He/she has to communicate to the company in writing
iii. The premium refund will be adjusted for proportionate risk premium for
the period on cover, expenses incurred by the insurer on medical
examination and stamp duty charges
This free look period is available to life insurance policy holders as a privilege.
They can exercise this choice during a period of fifteen days from the date of
receipt of the policy document by the policyholder.
Test Yourself 1
During the _________ period, if the policyholder has bought a policy and does
not want it, he / she can return it and get a refund.
I. Free evaluation
II. Free look
III. Cancellation
IV. Free trial

CHAPTER 11 SUMMARY
Summary
 Prospectus is a formal legal document used by insurance companies

that provides details about the product.
 The application document used for making the proposal is commonly

known as the ‘proposal form’.
 Matters of health, habits and occupation, income and family details

need to be mentioned by the agent in the agent’s report.
 Details pertaining to physical features like height, weight, blood

pressure, cardiac status etc. are recorded and mentioned by the
doctor in his/ her report called the medical examiner’s report.
 Moral hazard is the likelihood that a client's behaviour might change

as a result of purchasing a life insurance policy and such a change
would increase the chance of a loss.
 Some documents considered as standard age proofs include school or

college certificate, birth certificate extracted from municipal
records etc.
 Each insurer is required to have an AML policy and accordingly file a

copy with IRDA. The AML program should include internal policies,
procedures and controls and appointment of a principal compliance
officer.
 Insurers need to determine the true identity of their customers. KYC

documents like address proof, PAN card and photographs etc. need
to be collected as a part of the KYC procedure.
Key Terms
1. Prospectus
2. Proposal form
3. Moral hazard
4. Standard and non-standard age proofs
5. Anti-money laundering
6. Know Your Customer (KYC)
7. Free-look period

Answer 1
During the free look period, if the policyholder has bought a policy and does not
want it, he / she can return it and get a refund.
Question 1
Which of the below is an example of standard age proof?
I. Ration card
II. Horoscope
III. Passport
IV. Village Panchayat certificate
Question 2
Which of the below can be attributed to moral hazard?
I. Increased risky behaviour following the purchase of insurance

II. Increased risky behaviour prior to the purchase of insurance
III. Decreased risky behaviour following the purchase of insurance
IV. Engaging in criminal acts post being insured
Question 3
Which of the below features will be checked in a medical examiner’s report?
I. Emotional behaviour of the proposer

II. Height, weight and blood pressure
III. Social status
IV. Truthfulness
Question 4
A __________ is a formal legal document used by insurance companies that

I. Proposal form
II. Proposal quote
III. Information docket
IV. Prospectus

Question 5
The application document used for making the proposal is commonly known as
the __________.
I. Application form
II. Proposal form
III. Registration form
IV. Subscription form
Question 6
From the below given age proof documents, identify the one which is classified
as non-standard by insurance companies.
I. School certificate
II. Identity card in case of defence personnel
III. Ration card
IV. Certificate of baptism
Question 7
Money laundering is the process of bringing _______ money into an economy by

hiding its _______ origin so that it appears to be legally acquired.
I. Illegal, illegal
II. Legal, legal
III. Illegal, legal
IV. Legal, illegal
Question 8
In case the policyholder is not satisfied with the policy, he / she can return the
policy within the free-look period i.e. within ________of receiving the policy
document.
I. 60 days
II. 45 days
III. 30 days
IV. 15 days

Question 9
Which of the below statement is correct with regards to a policy returned by a

policyholder during the free look period?
I. The insurance company will refund 100% of the premium

II. The insurance company will refund 50% of the premium
III. The insurance company will refund the premium after adjusting for
proportionate risk premium for the period on cover, medical examination
expenses and stamp duty charges
IV. The insurance company will forfeit the entire premium
Question 10
Which of the below is not a valid address proof?
I. PAN Card
II. Voter ID Card
III. Bank passbook
IV. Driving licence

Answer 1
Passport is an example of a standard age proof.
Answer 2
Increased risky behaviour following the purchase of insurance can be attributed

to moral hazard.
Answer 3
Height, weight and blood pressure are among the few items that will be
checked in a medical examiner’s report.
Answer 4
A prospectus is a formal legal document used by insurance companies that

Answer 5
The application document used for making the proposal is commonly known as
the proposal form.
Answer 6
Ration card is classified as a non-standard age proof.
Answer 7
Money laundering is the process of bringing illegal money into an economy by

hiding its illegal origin so that it appears to be legally acquired.

Answer 8
In case the policyholder is not satisfied with the policy, he / she can return the
policy within the free-look period i.e. within 15 days of receiving the policy
document.
Answer 9
With regards to a policy returned by a policyholder during the free look period,
the insurance company will refund the premium after adjusting for
proportionate risk premium for the period on cover, medical examination
expenses and stamp duty charges.
Answer 10
PAN Card is not a valid address proof


CHAPTER 12
DOCUMENTATION – POLICY STAGE
In this chapter we discuss the various documents involved when a proposal

becomes a life insurance policy.
Learning Outcomes
A. Policy stage documentation

CHAPTER 12 POLICY STAGE DOCUMENTATION
A. Policy stage documentation
1. First Premium Receipt
An insurance contract commences when the life insurance company issues a

first premium receipt (FPR). The FPR is the evidence that the policy contract
has begun.
The first premium receipt contains the following information:
i. Name and address of the life assured

ii. Policy number
iii. Premium amount paid
iv. Method and frequency of premium payment
v. Next due date of premium payment
vi. Date of commencement of the risk
vii. Date of final maturity of the policy
viii. Date of payment of the last premium
ix. Sum assured
After the issue of the FPR, the insurance company will issue subsequent
premium receipts when it receives further premiums from the proposer. These
receipts are known as renewal premium receipts (RPR). The RPRs act as proof of
payment in the event of any disputes related to premium payment.
2. Policy Document
The policy document is the most important document associated with

insurance. It is evidence of the contract between the assured and the
insurance company. It is not the contract itself. If the policy document is lost
by the policy holder, it does not affect the insurance contract. The insurance
company will issue a duplicate policy without making any changes to the
contract. The policy document has to be signed by a competent authority and
should be stamped according to the Indian Stamp Act.
The standard policy document typically has three parts:
a) Policy Schedule
The policy schedule forms the first part. It is usually found on the face page
of the policy. The schedules of life insurance contracts would be generally
similar. They would normally contain the following information:

POLICY STAGE DOCUMENTATION CHAPTER 12
Diagram 1: Policy document components
i. Name of the insurance company

ii. Some specific details for the particular policy like:
 Policy owner’s name and address

 Date of birth and age last birthday
 Plan and term of policy contract
 Sum assured
 Amount of premium
 Premium paying term
 Date of commencement, date of maturity and due date of last
premium
 Whether policy is with or without profits
 Name of nominee
 Mode of premium payment – yearly; half yearly; quarterly; monthly;
via deduction from salary
 The policy number – which is the unique identity number of the
policy contract
iii. The insurer’s promise to pay. This forms the heart of the insurance
contract
iv. The signature of the authorised signatory and policy stamp
v. The address of the local Insurance Ombudsman.
b) Standard Provisions
The second component of the policy document is made up of standard policy

provisions, which are normally present in all life insurance contracts, unless
specifically excluded. Some of these provisions may not be applicable in the
case of certain kinds of contracts, like term, single premium or non-
participating (in profits) policies. These standard provisions define the rights

CHAPTER 12 POLICY STAGE DOCUMENTATION
and privileges and other conditions, which are applicable under the
contract.
c) Specific Policy Provisions
The third part of the policy document consists of specific policy provisions
that are specific to the individual policy contract. These may be printed on
the face of the document or inserted separately in the form of an
attachment.
While standard policy provisions, like days of grace or non-forfeiture in case

of lapse, are often statutorily provided under the contract, specific
provisions generally are linked to the particular contract between the
insurer and insured.
Example
A clause precluding death due to pregnancy for a lady who is expecting at

the time of writing the contract
The detailed provisions are mentioned in chapter 13.
Test Yourself 1
What does a first premium receipt (FPR) signify? Choose the most appropriate
option.
I. Free look period has ended

II. It is evidence that the policy contract has begun
III. Policy cannot be cancelled now
IV. Policy has acquired a certain cash value

SUMMARY CHAPTER 12
Summary
 An insurance contract commences when the life insurance company

issues a first premium receipt (FPR). The FPR is the evidence that the
policy contract has begun.
 The policy document is the most important document associated with

insurance. It is the evidence of the contract between the assured and
the insurance company.
 The standard policy document typically has three parts which are the
policy schedule, standard provisions and the policy’s specific
provisions.
Key Terms
1. First Premium Receipt (FPR)

2. Policy document
3. Policy schedule
4. Standard provisions
5. Special Provisions

Answer 1
FPR is evidence that policy contract has begun.
Question 1
Which of the following documents is an evidence of the contract between
insurer and insured?
I. Proposal form
II. Policy document
III. Prospectus
IV. Claim form
Question 2
If complex language is used to word a certain policy document and it has given
rise to an ambiguity, how will it generally be construed?
I. In favour of insured
II. In favour of insurer
III. The policy will be declared as void and the insurer will be asked to return
the premium with interest to the insured
IV. The policy will be declared as void and the insurer will be asked to return
the premium to the insured without any interest
Question 3
Select the option that best describes a policy document.
I. It is evidence of the insurance contract

II. It is evidence of the interest expressed by the insured in buying an insurance
policy from the company
III. It is evidence of the policy (procedures) followed by an insurance company
when dealing with channel partners like banks, brokers and other entities
IV. It is an acknowledgement slip issued by the insurance company on payment
of the first premium

Question 4
I. The proposal form acceptance is the evidence that the policy contract has
begun
II. The acceptance of premium is evidence that the policy has begun
III. The First Premium Receipt is the evidence that the policy contract has
begun
IV. The premium quote is evidence that the policy contract has begun
Question 5
For the subsequent premiums received by the insurance company after the first
premium, the company will issue __________.
I. Revival premium receipt

II. Restoration premium receipt
III. Reinstatement premium receipt
IV. Renewal premium receipt
Question 6
What will happen if the insured person loses the original life insurance policy
document?
I. The insurance company will issue a duplicate policy without making any
changes to the contract
II. The insurance contract will come to an end
III. The insurance company will issue a duplicate policy with renewed terms and
conditions based on the current health declarations of the life insured
IV. The insurance company will issue a duplicate policy without making any
changes to the contract, but only after a Court order.
Question 7
I. The policy document has to be signed by a competent authority but need

not be compulsorily stamped according to the Indian Stamp Act.
II. The policy document has to be signed by a competent authority and should
be stamped according to the Indian Stamp Act.
III. The policy document need not be signed by a competent authority but
should be stamped according to the Indian Stamp Act.
IV. The policy document neither needs to be signed by a competent authority
nor it needs to be compulsorily stamped according to the Indian Stamp Act.

Question 8
Which of the below forms the first part of a standard insurance policy
document?
I. Policy schedule
II. Standard provisions
III. Specific policy provisions
IV. Claim procedure
Question 9
In a standard insurance policy document, the standard provisions section will

have information on which of the below?
I. Date of commencement, date of maturity and due date of last premium

II. Name of nominee
III. The rights and privileges and other conditions, which are applicable under
the contract
IV. The signature of the authorised signatory and policy stamp
Question 10
“A clause precluding death due to pregnancy for a lady who is expecting at the
time of writing the contract” will be included in which section of a standard
policy document?
I. Policy schedule
II. General provisions
III. Standard provisions
IV. Specific policy provisions

Answer 1
Policy document is an evidence of the contract between insurer and insured.
Answer 2
If there is complex language used to word a certain policy document and it has
given rise to an ambiguity, it generally will be construed in favour of the
insured.
Answer 3
Policy document is an evidence of the insurance contract.
Answer 4
The First Premium Receipt is the evidence that the policy contract has begun.
Answer 5
For the subsequent premiums received by the insurance company after the first
premium, the company will issue renewal premium receipt.
Answer 6
If the insured person loses the original life insurance policy document, the
insurance company will issue a duplicate policy without making any changes to
the contract.
Answer 7

The policy document has to be signed by a competent authority and should be

stamped according to the Indian Stamp Act.
Answer 8
Policy schedule forms the first part of a standard insurance policy document.
Answer 9
The standard provisions section of an insurance policy document will have

information on the rights and privileges and other conditions, which are
applicable under the contract.
Answer 10
“A clause precluding death due to pregnancy for a lady who is expecting at the
time of writing the contract” will be included in specific policy provisions
section of a standard policy document.

CHAPTER 13
DOCUMENTATION - POLICY CONDITION
In this chapter we discuss the provisions incorporated in a policy document. The

provisions discussed in the chapter include some important provisions related to
grace period, policy lapse and non-forfeiture etc.
Learning Outcomes
A. Policy conditions and privileges

CHAPTER 13 POLICY CONDITIONS AND PRIVILEGES
A. Policy conditions and privileges
1. Grace period
Every life insurance contract undertakes to pay the death benefit on the
condition that the premiums have been paid up to date and the policy is in
force. The “Grace Period” clause grants the policyholder an additional period of
time to pay the premium after it has become due.
Important
The standard length of the grace period is one month or 31 days. The days of
grace may be computed from the next day after the due date fixed for payment
of the premium. The provision enables a policy that would otherwise have
lapsed for non-payment of premium, to continue in force during the grace
period.
The premium however remains due and if the policyholder dies during this
period, the insurer may deduct the premium from the death benefit. If
premiums remain unpaid even after the grace period is over, the policy would
then be considered lapsed and the company is not under obligation to pay the
death benefit. The only amount payable would be whatever is applicable under
the non-forfeiture provisions. In a sense the insured may thus be said to have
received free insurance during the grace period.
2. Lapse and Reinstatement / Revival
We have already seen that a policy may be said to be in lapse condition if

premium has not been paid even during the days of grace. The good news is that
practically all the permanent life insurance contracts permit reinstatement
(revival) of a lapsed policy.
Definition
Reinstatement is the process by which a life insurance company puts back into
force a policy that has either been terminated because of non-payment of
premiums or has been continued under one of the non-forfeiture provisions.
A revival of the policy cannot however be an unconditional right of the insured.

It can be accomplished only under certain conditions:
i. No increase in risk for insurer: Revival of a policy cannot result in an

increase in risk for the insurance company

POLICY CONDITIONS AND PRIVILEGES CHAPTER 13
ii. Creation of reserve: The policyholder must pay such amount of

premiums with interest, as would lead to creation of the same reserve it
would have accumulated if the policy had not lapsed.
iii. Revival application within specific time period: The policy owner must
complete the revival application within the time frame stated in the
provision for such reinstatement. In India revival must be affected within
a specific time period, say five years, from the date of lapse.
iv. Satisfactory evidence of continued insurability: The insured must

present to the insurance company satisfactory evidence of continued
insurability of the insured. Not only must her health be satisfactory but
other factors such as financial income and morals must not have
deteriorated substantially.
v. Payment of overdue premiums with interest: The policy owner is

required to make payment of all overdue premiums with interest from
due date of each premium.
vi. Payment of outstanding loan: The insured must also pay any
outstanding policy loan or reinstate any indebtedness that may have
existed.
Perhaps the most significant of the above conditions is that which requires
evidence of insurability at revival. The type of evidence called for would
depend on the circumstances of each individual policy. If the policy has been in
a lapsed state for a very short period of time, the insurer may reinstate the
policy without any evidence of insurability or may only require a simple
statement from the insured certifying that he is in good health.
The company may however require a medical examination or other evidence of

insurability under certain circumstances:
i. One is where the grace period has expired since long and the policy is in
a lapsed condition for say, nearly a year.
ii. Another situation is where the insurer has reason to suspect that a
health or other problem may be present. Fresh medical examination may
also be required if the sum assured or face amount of the policy is large.
Since a revival may require the policyholder to pay a sizeable sum of money
(past arrears of premium and interest) for the purpose, each policyholder must
decide whether it would be more advantageous to revive the original policy or
purchase a new policy. Revival is often more advantageous because buying a
new policy would call for a higher premium rate based on the age the
insured has attained on date of revival.

a) Policy revival measures
Let us now look at some of the ways through which policy revival can be
accomplished. In general one can revive a lapsed policy if the revival is
within a certain period (say 5 years) from the date of first unpaid premium.
i. Ordinary revival
The simplest form of revival is one that involves payment of arrears of

premium with interest. This has been termed as ordinary revival and is
affected when the policy has acquired surrender value. The insurer would
also call for a declaration of good health or some other evidence of
insurability like a medical examination.
ii. Special revival
What do we do when the policy has run for less than three years and has not
acquired minimum surrender value (i.e. the accumulated reserves or cash
value is insignificant) but the period of lapse is large?, say the policy is
coming up for revival after a period of one year or more since the date of
first unpaid premium.
One way to revive it is through a scheme known as special revival (which is

for instance prevalent in LIC of India). Here it is as though a new policy has
been written, whose date of commencement is within two years of the
original date of commencement of the lapsed policy. The maturity date shall
not exceed the original stipulated period as applicable to certain lives at the
time of taking the policy.
Example
If the original policy was taken at age 40 and the new date of
commencement is at age 42, the term of the policy may now be reduced
from twenty to eighteen for those policies that require that the term should
end at age 60. Difference between old and new premium with interest
thereon has to be paid.
iii. Loan cum revival
Yet a third approach to revival also available with LIC and other companies
is that of loan cum revival. This is not a revival alone but involves two
transactions:
 the simultaneous granting of a loan and
 revival of the policy

Arrears of premium and interest are calculated as under ordinary revival.

The loan that one is eligible to get under the policy as on date of revival is
also determined. This loan may be utilised as consideration amount for
revival purposes. If there is any balance amount subsisting after loan
adjustment towards arrears of premium and interest, it is payable to the
policyholder. Obviously, the facility of loan cum revival would be allowed
only for policies that have acquired surrender value as on date of revival.
iv. Instalment revival
Finally we have instalment revival which is allowed when the policyholder is

not in a position to pay arrears of premium in a lump sum and neither can
the policy be revived under special revival scheme. The arrears of premium
in such case would be calculated in the usual manner as under an ordinary
revival scheme.
Depending on the mode of payment (quarterly or half yearly) the life

assured may be required to pay one half yearly or two quarterly premiums.
The balance of arrears to be paid would then be spread so as to be paid with
future premiums on premium due dates, during a period of two years or
more, including the current policy anniversary yearand two full policy
anniversaries thereafter. A condition may be imposed that there should be
no outstanding loan under the policy at the time of revival.
Important
Revival of lapsed policies is an important service function that life insurers

seek to actively encourage since policies in lapsed state may do little good
to either insurer or policyholder.
3. Non-forfeiture provisions
One of the important provisions under the Indian Insurance Act (Section 113) is
that which allows for accrual of certain benefits to policyholders even when
they are unable to keep their policies in full force by payment of further
premiums. The logic, which applies here, is that the policyholder has a claim to
the cash value accumulated under the policy.
The law in India thus provides that if premiums have been paid for at least
three consecutive years there shall be a guaranteed surrender value. If the
policy has not been surrendered it shall subsist as a policy with a reduced paid
up value. The policy provisions usually provide for a more liberal surrender
value than that required by law.

a) Surrender values
Life insurers normally have a chart that lists the surrender values at various
times and also the method that will be used for calculating the surrender
values. The formula takes into account the type and plan of insurance, age
of the policy and the length of the policy premium-paying period. The actual
amount of cash one gets in hand on surrender may be different from the
surrender value amount prescribed in the policy.
This is because paid up additions, bonuses or dividend accumulations,

advance premium payments or gaps in premiums, policy loans etc. may
result in additions or subtractions from the cash surrender value accrued.
What the policyholder ultimately receives is a net surrender value.Surrender
Value is a percentage of paid-up value.
Surrender Value arrived as a percentage of premiums paid is called

Guaranteed Surrender Value.
b) Policy loans
Life insurance policies that accumulate a cash value also have a provision to
grant the policyholder the right to borrow money from the insurer by using
the cash value of the policy as a security for the loan. The policy loan is
usually limited to a percentage of the policy’s surrender value (say 90%).
Note that the policyholder borrows from his own account. He or she would
have been eligible to get the amount if the policy had been surrendered.
In that case however the insurance would also have been terminated. By
instead taking a loan on the policy, a policyholder is able to keep the cake
and eat it too. A loan provides access to liquid funds while keeping the
insurance alive. A loan is what you would recommend to a client in need of
urgent funds but you would like to keep him or her as your client.
A policy loan is different from an ordinary commercial loan in two respects:
Policy loan Commercial loan

No legal obligation to repay the loan: A commercial loan creates a
The policy owner is not legally obligated debtor – creditor relationship in
to repay the loan. She can repay all or which the borrower is legally
part of the loan at any time she chooses. obligated to repay the lender.
If the loan has not been repaid, the
insurer deducts the amount of
outstanding (unpaid) loan and interest
from the policy benefit that is payable.
No credit check is required: The creditor does a thorough
Since the insurer does not really lend its credit check on the debtor
own funds to the policyholder, it is not
necessary to perform a credit check on
the debtor when the latter applies for
the loan. The insurer needs to only

ensure that the loan does not exceed the

eligible amount (90% of SV as suggested
above).
The insurer off course reserves the right to decide on terms and conditions
of such loans from time to time as a matter of policy. Since the loan is
granted on the policy being kept as security, the policy has to be assigned in
favour of the insurer. Where the policyholder has nominated someone to
receive the money in the event of death of the insured, this nomination
shall not be cancelled by the subsequent assignment of the policy.
The nominee’s right will affected to the extent of the insurer’s interest in
the policy.
Example
Arjun bought a life insurance policy wherein the total death claim payable
under the policy was Rs. 2.5 lakhs. Arjun’s total outstanding loan and
interest under the policy amounts to Rs. 1.5 lakhs
Hence in the event of Arjun’s death, the nominee will be eligible to get the
balance of Rs. 1 lakh
Insurers usually charge interest on policy loans, which are payable semi-annually
or annually. If the interest charges are not paid they become part of the policy
loan and are included in the loan outstanding.
So long as the premiums are paid in time and the policy is in force, the
accumulated cash value will generally be more than sufficient to pay for the
loan and interest charges. But if the policy is in a lapsed condition and
no new premiums are forthcoming a situation can arise where the amount of
outstanding loan plus unpaid interest (the total debt) becomes greater than
the amount of policy’s cash value.
The insurer obviously cannot allow such a situation. Well before such an
eventuality, insurers generally take what is termed as foreclosure action.
Notice is to be given to the policyholder before the insurance company
resorts to foreclosure. The policy is terminated and subsisting cash value is
adjusted to loan and interest that is outstanding. Any excess amount may be
paid to the policyholder.
4. Special policy provisions and endorsements
a) Nomination
i. Nomination is where the life assured proposes the name of the

person(s) to whom the sum assured should be paid by the insurance
company after their death.
ii. The life assured can nominate one or more than one person as
nominees.
iii. Nominees are entitled for valid discharge and have to hold the
money as a trustee on behalf of those entitled to it.
iv. Nomination can be done either at the time the policy is bought or
later.
v. Under Section39 of the Insurance Act 1938, the holder of a policy on
their own life may nominate the person or persons to whom the
money secured by the policy shall be paid in the event of their
death.
Nomination can be changed by making another endorsement in the policy.
Important
Nomination only gives the nominee the right to receive the policy monies in
the event of the death of the life assured. A nominee does not have any
right to the whole (or part) of the claim.
Where the nominee is a minor, the policy holder needs to appoint an

appointee. The appointee needs to sign the policy document to show his or
her consent to acting as an appointee. The appointees lose their status when
the nominee reaches majority age. The life assured can change the
appointee at any time. If no appointee is given, and the nominee is a minor,
then on the death of the life assured, the death claim is paid to the legal
heirs of the policyholder.
Where more than one nominee is appointed, the death claim will be payable
to them jointly, or to the survivor or survivors. No specific share for each
nominee can be made. Nominations made after the commencement of the
policy have to be intimated to the insurers to be effective.
Diagram 1: Provisions related to nomination

b) Assignment
The term assignment ordinarily refers to transfer of property by writing as

distinguished from transfer by delivery. The ownership of property consists
of various rights in respect of such property, which are vested in one or
more persons.
On assignment, nomination is cancelled, except when assignment is

made to insurance company for a policy loan.
The assignment of a life insurance policy implies the act of transferring the
rights right, title and interest in the policy (as property) from one person to
another. The person who transfers the rights is called assignor and the
person to whom property is transferred is called assignee.
Diagram 2: Assignment

In India assignment is governed by Section 38 of Insurance Act. On execution

of the assignment the assignee gets all rights title and interest in respect of
property assigned and becomes the owner of the policy, subject to the
provision that the assignee cannot have a better title than the assignor.
This last provision is very important. It means simply that the assignee
would not be eligible to get a claim that for some reason is rejected to the
assured. Assignment requires that the parties be competent to contract and
is not subject to legal disqualifications.
There are two types of assignments.

Diagram 3: Types of Assignment
Conditional Assignment Absolute Assignment

Conditional assignment provides Absolute assignment provides
that the policy shall revert back that all rights, title and interest
to the life assured on his or her which the assignor has in the
surviving the date of maturity or policy are transferred to the
on death of the assignee. assignee without reversion to the
former or his/her estate in any
event. The policy thus vests
absolutely with the assignee. The
latter can deal with the policy in
whatever manner he or she likes
without the consent of the
assignor.
Absolute assignment is more commonly seen in many commercial situations

where the policy is typically mortgaged against a debt assumed by the
policyholder, like a housing loan.
Conditions for valid assignment
Let us now look at the conditions that are necessary for a valid assignment.
i. First of all the person executing it (the assignor) must have absolute
right and title or assignable interest to the policy being assigned.
ii. Secondly it is necessary that the assignment be supported by valuable

consideration, which may include love and affection.
iii. Thirdly it is imperative that the assignment is not opposed to any law in
force. For example the assignment of a policy to a foreign national
residing in another country may contravene exchange control
regulations.
iv. Assignee can do another assignment, but cannot do nomination

because assignee is not the life assured.
The assignment has to be in writing and must be signed and attested by at

least one witness. The fact of transfer of title has to be specifically set forth
in the form of an endorsement on the policy. It is also necessary that the
policyholder must give notice of the assignment to the insurer. Unless such
notice in writing is received by the insurer, the assignee would not have
any right of title to the policy.
On receipt of the policy document for endorsement and notice the life
insurance may affect and register the assignment. It must be noted that
while registering the assignment the company does not take any
responsibility or express any opinion about its validity or legal effect. The
date of the assignment as recorded in the books of the life insurance
company would be the date on which the assignment and notice thereof has
been received by its concerned office. If the notice and the assignment were
to be received on separate dates, the date of the one received later will be
deemed as the date of registration.
An assignee may reassign interest in the policy to the policyholder /life

assured during the currency of the policy. On such reassignment the latter
may be advised to execute a fresh nomination or assignment for expeditious
settlement of the claim. Again, in the case of conditional assignment the
title to the policy would revert to the life assured in the event of death
of the assignee. On the other hand if the assignment were absolute, the
title would pass to the estate of the deceased assignee.
Diagram 4: Provisions related to assignment of insurance policies

Nomination Vs. Assignment
Basis of Difference Nomination Assignment

What is Nomination Nomination is the Assignment is the
or Assignment? process of process of transferring
appointment of a the title of the
person to receive the insurance policy to
death claim another person or
institution.
When can the Nomination can be Assignment can be done
nomination or done either at the only after
assignment be time of proposal or commencement of the
done? after the policy.
commencement of
the policy.
Who can make the Nomination can be Assignment can be done
nomination or made only by the life- by owner of the policy
assignment? assured on the policy either by the life
of his own life. assured if he is the
policyholder or the
assignee
Where is it It is applicable only It is applicable all over
applicable? where the Insurance the world, according to
Act, 1938 is the law of the
applicable. respective country
relating to transfer of
property.
Does the The policyholder The policyholder loses
policyholder retain retains title and the right, title and
control over the control over the interest under the policy
policy? policy and the until a re-assignment is
nominee has no right executed and the
to sue under the assignee has a right to
policy sue under the policy.
Is a witness Witness is not Witness is mandatory.
required? required.
Do they get any Nominee has no rights Assignee gets full rights
rights? over the policy. over the policy, and can
even sue under the
policy.
Can it be revoked? Nomination can be The assignment once
revoked or cancelled done cannot be
at any time during cancelled, but can be re-
the policy term. assigned.
In case of minor: In case the nominee In case the assignee is a
is a minor, appointee minor, a guardian has to
has to be appointed. be appointed.
What happens in In case of nominee’s In case of conditional
case of the death, the rights of assignee’s death, the

nominee’s or the policy revert to rights on the policy
assignee’s death? the policyholder or to revert back to the life
his legal heirs. assured, based on the
terms of assignment. In
case of the absolute
assignee’s death, his
legal heirs are entitled
to the policy.
What happens in In case the nominee In case the assignee dies
case of death of dies before the before the settlement,
the nominee or settlement of death the policy money is
assignee after the claim, the death payable to the legal
death of the life- claim will be payable heirs of the assignee and
assured and before to the legal heirs of not the life-assured who
the payment of the the life assured. is the assignor.
death claim
Can creditors Creditors can attach Creditors cannot attach
attach the policy? the insurance policy the policy unless the
which has a assignment is shown to
nomination in it. have been made to
defraud the creditors.
c) Duplicate Policy
A life insurance policy document is only an evidence of a promise. Loss or

destruction of the policy document and does not in any way absolve the
company of its liability under the contract. Life insurance companies
generally have standard procedures to be followed in case of loss of the
policy document.
Normally the office would examine the case to see if there is any reason to
doubt the alleged loss. Satisfactory proof may require to be produced that
the policy has been lost and not been dealt with in any manner. Generally
the claim may be settled on the claimant furnishing an indemnity bond with
or without surety.
If payment is shortly due and the amount to be paid is high, the office may
also insist that an advertisement be placed in a national paper with wide
circulation, reporting the loss. A duplicate policy may be issued on being
sure that there is no objection from anyone else.
d) Alteration
Policyholders may seek to effect alterations in policy terms and conditions.

There is provision to make such changes subject to consent of both the
insurer and assured. Normally alterations may not be permitted during the
first year of the policy, except for change in the mode of premium or
alterations which are of a compulsory nature – like
 change in name or / address;

 readmission of age in case it is proved higher or lower;
 request for grant of double accident benefit or permanent disability
benefit etc.
Alterations may be permitted in subsequent years. Some of these alterations

may be affected by placing a suitable endorsement on the policy or on a
separate paper. Other alterations, which require a material change in policy
conditions, may require the cancellation of existing policies and issue of new
policies.
Some of the main types of alterations that are permitted are
i. Change in certain classes of insurance or term [where risk is not

increased]
ii. Reduction in the sum assured
iii. Change in the mode of payment of premium
iv. Change in the date of commencement of the policy
v. Splitting up of the policy into two or more policies
vi. Removal of an extra premium or restrictive clause
vii. Change from without profits to with profits plan
viii. Correction in name
ix. Settlement option for payment of claim and grant of double accident
benefit
These alterations generally do not involve an increase in the risk. There are
other alterations in policies that are not allowed. These may be alterations
that have the effect of lowering the premium. Examples are extension of
the premium paying term; change from with profit to without profit plans;
change from one class of insurance to another, where it increases the risk:
and increase in the sum assured.
Insurance companies everywhere are generally allowed to select the actual

wording of their policy documents, but these may need to be submitted to
the regulator for approval.
Test Yourself 1
Under what circumstances would the policyholder need to appoint an

appointee?
I. Insured is minor
II. Nominee is a minor
III. Policyholder is not of sound mind
IV. Policyholder is not married

SUMMARY CHAPTER 13
Summary
 The grace period clause grants the policyholder an additional period of

time to pay the premium after it has become due.
 Reinstatement is the process by which a life insurance company puts

back into force a policy that has either been terminated because of non-
payment of premiums or has been continued under one of the non-
forfeiture provisions.
 A policy loan is different from an ordinary commercial loan in two

respects, firstly the policy owner is not legally obligated to repay the
loan and the insurer need not perform a credit check on the insured.
 Nomination is where the life assured proposes the name of the person(s)
to which the sum assured should be paid by the insurance company
after their death.
 The assignment of a life insurance policy implies the act of transferring

the rights right, title and interest in the policy (as property) from one
person to another. The person who transfers the rights is called assignor
and the person to whom property is transferred is called assignee.
 Alteration is subject to consent of both the insurer and assured.

Normally alterations may not be permitted during the first year of the
policy, except for some simple ones.
Key Terms
1. Grace period
2. Policy lapse
3. Policy revival
4. Surrender value
5. Nomination
6. Assignment

Answer 1
Where the nominee is a minor, the policyholder needs to appoint an appointee.
Question 1
Which of the below statement is false with regards to nomination?
I. Policy nomination is not cancelled if the policy is assigned to the insurer in

return for a loan
II. Nomination can be done at the time of policy purchase or subsequently
III. Nomination can be changed by making an endorsement in the policy
IV. A nominee has full rights on the whole of the claim
Question 2
In order for the policy to acquire a guaranteed surrender value, for how long
must the premiums be paid as per law?
I. Premiums must be paid for at least 2 consecutive years

II. Premiums must be paid for at least 3 consecutive years
III. Premiums must be paid for at least 4 consecutive years
IV. Premiums must be paid for at least 5 consecutive years
Question 3
When is a policy deemed to be lapsed?
I. If the premiums are not paid on due date

II. If the premiums are not paid before the due date
III. If the premium has not been paid even during days of grace
IV. If the policy is surrendered
Question 4
Which of the below statement is correct with regards to grace period of an

insurance policy?
I. The standard length of the grace period is one month.

II. The standard length of the grace period is 30 days.
III. The standard length of the grace period is one month or 30 days.
IV. The standard length of the grace period is one month or 31 days.

Question 5
What will happen if the policyholder does not pay the premium by the due date
and dies during the grace period?
I. The insurer will consider the policy void due to non-payment of premium by
the due date and hence reject the claim
II. The insurer will pay the claim and waive off the last unpaid premium
III. The insurer will pay the claim after deducting the unpaid premium
IV. The insurer will pay the claim after deducting the unpaid premium along
with interest which will be taken as 2% above the bank savings interest rate
Question 6
During the revival of a lapsed policy, which of the below aspect is considered
most significant by the insurance company? Choose the most appropriate option.
I. Evidence of insurability at revival

II. Revival of the policy leading to increase in risk for the insurance company
III. Payment of unpaid premiums with interest
IV. Insured submitting the revival application within a specified time frame
Question 7
For an insurance policy nomination is allowed under _________ of the Insurance

Act, 1938.
I. Section 10
II. Section 38
III. Section 39
IV. Section 45
Question 8
Which of the below statement is incorrect with regards to a policy against which
a loan has been taken from the insurance company?
I. The policy will have to be assigned in favour of the insurance company

II. The nomination of such policy will get cancelled due to assignment of the
policy in favour of the insurance company
III. The nominee’s right will affected to the extent of the insurer’s interest in
the policy
IV. The policy loan is usually limited to a percentage of the policy’s surrender
value

Question 9
Which of the below statement is incorrect with regards to assignment of an

insurance policy?
I. In case of Absolute Assignment, in the event of death of the assignee, the

title of the policy would pass to the estate of the deceased assignee.
II. The assignment of a life insurance policy implies the act of transferring the
rights right, title and interest in the policy (as property) from one person to
another.
III. It is necessary that the policyholder must give notice of assignment to the
insurer.
IV. In case of Absolute Assignment, the policy vests absolutely with the assignee
till maturity, except in case of death of the insured during the policy
tenure, wherein the policy reverts back to the beneficiaries of the insured.
Question 10
Which of the below alteration will be permitted by an insurance company?
I. Splitting up of the policy into two or more policies

II. Extension of the premium paying term
III. Change of the policy from with profit policy to without profit policy
IV. Increase in the sum assured

Answer 1
A nominee does not have any right to whole (or part) of the claim.
Answer 2
In order for the policy to acquire a guaranteed surrender value, premiums must
be paid for at least 3 consecutive years.
Answer 3
If the premium has not been paid even during days of grace, the policy is
deemed to be lapsed.
Answer 4
The standard length of the grace period is one month or 31 days.
Answer 5
If the policyholder does not pay the premium by the due date and dies during
the grace period, the insurer will pay the claim after deducting the unpaid
premium.
Answer 6
During the revival of a lapsed policy, evidence of insurability at revival is

considered as the most significant aspect by the insurance company.
Answer 7
For an insurance policy nomination is allowed under Section 39 of the Insurance

Act, 1938.

Answer 8
Option II is incorrect.
With regards to a policy against which a loan has been taken from the insurance
company, the nomination will NOT get cancelled due to assignment of the
policy in favour of the insurance company.
Answer 9
Option 4 is incorrect.
In case of Absolute Assignment, the policy vests absolutely with the assignee till
maturity. In the event of death of the insured during the policy tenure, the
policy will NOT revert back to the beneficiaries of the insured. The assignee will
be entitled to policy benefits.
Answer 10
An alteration that involves splitting up of the policy into two or more policies is
permitted.

CHAPTER 14
UNDERWRITING
A life insurance agent’s work does not stop once a proposal is secured from a
prospective customer. The proposal must also be accepted by the insurance
company and result in a policy.
Every life insurance proposal indeed has to pass through a gateway where the
life insurer decides whether to accept the proposal and if so, on what terms. In
this chapter we shall know more about the process of underwriting and the
elements involved in the process.
Learning Outcomes
A. Underwriting – Basic concepts

B. Non-medical underwriting
C. Medical underwriting

UNDERWRITING – BASIC CONCEPTS CHAPTER 14
A. Underwriting – Basic concepts
1. Underwriting purpose
We begin with examining the purpose of underwriting. There are two purposes
i. To prevent anti-selection or selection against the insurer

ii. To classify risks and ensure equity among risks
Definition
The term selection of risks refers to the process of evaluating each proposal for
life insurance in terms of the degree of risk it represents and then deciding
whether or not to grant insurance and on what terms.
Anti-selection is the tendency of people, who suspect or know that their

chance of experiencing a loss is high, to seek out insurance eagerly and to gain
in the process.
Example
If life insurers were to be not selective about whom they offered insurance,
there is a chance that people with serious ailments like heart problems or
cancer, who did not expect to live long, would seek to buy insurance.
In other words, if an insurer did not exercise selection it would be selected

against and suffer losses in the process.
2. Equity among risks
Let us now consider equity among risks. The term “Equity” means that
applicants who are exposed to similar degrees of risk must be placed in the
same premium class. We have already seen how life insurers use a mortality
table to determine the premiums to be charged. The table represents the
mortality experience of standard lives or average risks. They include the vast
majority of individuals who propose to take life insurance.
a) Risk classification
To usher equity, the underwriter engages in a process known as risk

classification i.e. individual lives are categorised and assigned to different
risk classes depending on the degree of risks they pose. There are four such
risk classes.

CHAPTER 14 UNDERWRITING – BASIC CONCEPTS
Diagram 1: Risk classification
i. Standard lives
These consist of those whose anticipated mortality corresponds to the

standard lives represented by the mortality table.
ii. Preferred risks
These are the ones whose anticipated mortality is significantly lower than
standard lives and hence could be charged a lower premium.
iii. Substandard lives
These are the ones whose anticipated mortality is higher than the average
or standard lives, but are still considered to be insurable. They may be
accepted for insurance with higher (or extra) premiums or subjected to
certain restrictions.
iv. Declined lives
These are the ones whose impairments and anticipated extra mortality are
so great that they could not be provided insurance coverage at an affordable
cost. Sometimes an individual’s proposal may also be temporarily declined if
he or she has been exposed to a recent medical event, like an operation.
3. Selection process
Underwriting or the selection process may be said to take place at two levels:
 At field level
 At underwriting department level

Diagram 2: Underwriting or the selection process
a) Field or Primary level
Field level underwriting may also be known as primary underwriting. It

includes information gathering by an agent or company representative to
decide whether an applicant is suitable for granting insurance coverage. The
agent plays a critical role as primary underwriter. He is in the best position
to know the life to be insured.
Many insurance companies may require that agents complete a statement or

a confidential report, asking for specific information, opinion and
recommendations to be provided by the agent with respect to the proposed
life.
A similar kind of report, which has been called as Moral Hazard report, may
also be sought from an official of the life insurance company. These reports
typically cover the occupation, income and financial standing and reputation
of the proposed life.
Fraud monitoring and role of agent as primary underwriter
Much of the decision with regard to selection of a risk depends on the facts that
have been disclosed by the proposer in the proposal form. It may be difficult
for an underwriter who is sitting in the underwriting department to know
whether these facts are untrue and have been fraudulently misrepresented with
deliberate intent to deceive.
The agent plays a significant role here. He or she is in the best position to
ascertain that the facts that have been represented are true, since the agent
has direct and personal contact with the proposed life and can thus monitor if
any wilful non - disclosure or misrepresentation has been made with an intent
to mislead.

CHAPTER 14 UNDERWRITING – BASIC CONCEPTS
b) Underwriting department level
The second level of underwriting is at the department or office level. It

involves specialists and persons who are proficient in such work and who
consider all the relevant data on the case to decide whether to accept a
proposal for life insurance and on what terms.
4. Methods of underwriting
Diagram 3: Methods of Underwriting
Underwriters may use two types of methods for the purpose:
Judgment Method Numerical Method

Under this method subjective Under this method underwriters
judgment is used, especially when assign positive rating points for all
deciding on a case that is negative or adverse factors
complex. (negative points for any positive or
favourable factors).
Example: Deciding whether to
give insurance to someone who
has acute diabetes and on what
terms
In such situations, the department The total number of points so
may get the expert opinion of a assigned will decide how much
medical doctor who is also called Extra Mortality Rating (also called
a medical referee. EMR) it has been given. Higher the
EMR, more substandard the life is. If
the EMR is very high, insurance may
even be declined.

5. Underwriting decisions
Diagram 4: Underwriting decisions
Let us now consider the various kinds of decisions that underwriters may take
with regard to a life proposed for underwriting
a) Acceptance at ordinary rates (OR) is the most common decision. This

rating indicates that the risk is accepted at the same rate of premium as
would apply to an ordinary or standard life.
b) Acceptance with an extra: This is the most common way of dealing with
the large majority of sub-standard risks. It involves charging an extra
over the tabular rate of premium.
c) Acceptance with a lien on the sum assured: A lien is a kind of hold

which the life insurance company can exercise (in part or whole) on the
amount of benefit it has to pay in the event of a claim.
Example: It may be imposed in case the life proposed for insurance has
suffered and recovered from certain disease like TB. Lien implies that if
the life assured dies from a specified cause (for example relapse of the
TB) within a given period, only a decreased amount of death benefit may
be payable.

CHAPTER 14 NON-MEDICAL UNDERWRITING
d) Acceptance with a restrictive clause: For certain kinds of hazards a

restrictive clause may be applied which limits death benefit in the event
of death under certain circumstances.
Example is a pregnancy clause imposed on pregnant ladies that limits
insurance payable in the event of pregnancy related deaths occurring
within say three months of delivery.
e) Decline or postpone: Finally, a life insurance underwriter may decide to

decline or reject a proposal for insurance. This would happen when
there are certain health /other features which are so adverse that they
considerably magnify the incidence of the risk.
Example: An individual who suffers from cancer and has little chance of
remission, would be a candidate for rejection,
Similarly in some cases it may be prudent to postpone acceptance of the

risk until such time as the situation has improved and become more
favourable.
Example
A lady who has just had a hysterectomy operation may be asked to wait for
a few months before insurance on her life is allowed, to allow any post
operation complications that may have arisen to disappear.
Test Yourself 1
Which of the following cases is likely to be declined or postponed by a life

insurer?
I. Healthy 18 year old

II. An obese person
III. A person suffering from AIDS
IV. Housewife with no income of her own
B. Non-medical underwriting
1. Non-medical underwriting
A large number of life insurance proposals may typically get selected for
insurance without conducting a medical examination to check the insurability of
a life to be insured. Such cases are termed as non-medical proposals.
The case for non-medical underwriting lies in the finding that medical
examinations bring out adverse features only in a small proportion (say one
tenth) of the cases. The rest can be found out from the answers given in the
proposal or the proposed life’s leave records and other documents.

NON-MEDICAL UNDERWRITING CHAPTER 14
Conducting a medical examination by a qualified doctor would require that fees

be paid to the doctor. The cost that can be saved by not conducting such
examination is found to be much more than the loss that the life insurer may
suffer on account of extra death claims arising as a result of bypassing a
medical test. Life insurers have hence adopted the practice of granting
insurance without insisting on a medical examination.
2. Conditions for non-medical underwriting
However non-medical underwriting calls for certain conditions to be followed.
i. Firstly only certain categories of females, like working women, may be

eligible.
ii. Upper limits on sum insured may be imposed. For example, any case
having a sum assured beyond five lakhs may need to be subjected to a
medical examination.
iii. Age at entry limits may be imposed – for example, anyone above 40 or
45 years of age has to compulsorily get a medical examination done.
iv. Restriction being imposed with regard to certain plans of insurance –

term insurance for example may not be allowed under non-medical
category.
v. Maximum term of insurance may be limited to twenty years /up to age

60.
vi. Class of lives: Non-medical insurance may also be allowed to certain

specific categories of individuals, for instance, non-medical special is
provided to employees of reputed firms – having one year service. These
companies have proper leave records and may also have periodic medical
examinations so that the employee’s medical status can be easily
verified.
3. Rating factors in underwriting
Rating factors refer to various aspects related to financial situation, life style,
habits, family history, personal history of health and other personal
circumstances in the prospective insured’s life that may pose a hazard and
increase the risk. Underwriting involves identifying these hazards and their
likely impact and classifying the risk accordingly.
Let us understand how the characteristics of an individual life have an impact

on the risk. Broadly these may be divided into two – those which contribute to
moral hazard and those which contribute to physical [medical] hazards. Life
insurance companies often divide their underwriting into categories accordingly.
Factors like income, occupation, lifestyle and habits, which contribute to moral

hazard, are assessed as part of financial underwriting, while medical aspects of

health are appraised as part of medical underwriting.
a) Female insurance
Women generally have greater longevity than men. However they may face
some problems with respect to moral hazard. This is because many women
in Indian society are still vulnerable to male domination and social
exploitation. Evils like dowry deaths are prevalent even today. Another
factor which can affect longevity of women can arise from problems
connected with pregnancy.
Insurability of women is governed by need for insurance and capacity to pay

premiums. Insurance companies may thus decide to grant full insurance only
to those who have earned income of their own and may impose limits on
other categories of women. Similarly some conditions may be levied on
pregnant women.
b) Minors
Minors have no contracting power of their own. Hence a proposal on the life
of a minor has to be submitted by another person who is related to the
minor in the capacity of a parent or legal guardian. It would also be
necessary to ascertain the need for insurance, since minors usually have no
earned income of their own.
Three conditions would generally be sought when considering insurance for

minors:
i. Whether they have a properly developed physique

Poor growth of physique can arise as a result of malnutrition or other
health problems posing grave risks.
ii. Proper family history and personal history

If there are adverse indicators here, it may pose risks.
iii. Whether the family is adequately insured

Insurance of minors is generally pursued by families having a culture of
insurance. One would thus need to be alert when receiving a proposal on
a child’s life where the parents have not been insured. The underwriter
would need to ascertain why such insurance has not been taken. Amount
of insurance is also linked to that of parents.
c) Large sums assured

An underwriter needs to be wary when the amount of insurance is very large

relative to annual income of the proposed insured. Generally sum assured
may be assumed to be around ten to twelve times one’s annual income. If
the ratio is much higher than this, it raises the possibility of selection
against the insurer.
Example
If an individual has an annual income of Rs. 5 lakhs and proposes for a life
insurance cover of Rs. 3 crores, it raises a cause for concern.
Typically concerns can arise in such instances because of the possibility that
such a large amount of insurance is being proposed in anticipation of suicide
or as a result of expected deterioration in health. A third reason for such
large sums could be excessive mis-selling by the sales person.
Large sums assured would also imply proportionately large premiums and
raise the question whether the payment of such premiums would be
continued. In general it would be thus prudent to limit the amount of
insurance so that the premium payable is a maximum of say one third of an
individual’s annual income.
d) Age
As we have seen elsewhere in this course, the mortality risk is closely

related to age. The underwriter needs to be careful when considering
insurance for people who are of advanced ages.
Example
If the insurance is being proposed for the first time after age 50, there is a
need to suspect moral hazard and enquire about why such insurance was not
taken earlier.
We must also note that chances of occurrence of degenerative diseases like

diseases of the heart and kidney failure increase with age and become high
at older ages.
Life insurers may also seek for some special reports when proposals are
submitted for high sums assured / advanced ages or a combination of both.
Example
Examples of such reports are the ECG; the EEG; X-Ray of the chest and Blood
Sugar test. These tests may reveal deeper insights about the health of the
proposed life than the answers given in the proposal or an ordinary medical
examination can provide.
An important part of the underwriting process is admission of age, after

verifying the proof of age. There are two types of age proofs
 Standard
 Non-standard
Standard age proofs are normally issued by a public authority. Instances are
 the birth certificate which is issued by a municipality or other
government body;
 the school leaving certificate;
 the passport; and
 the employers’ certificate
Where such proofs are not available, the proposer may be asked to bring a
non-standard age proof. Examples of the latter are the horoscope; a self-
declaration
When a standard age proof is not available, non-standard age proof should
not be accepted readily. Often, life insurers would impose certain
restrictions with respect to plan of insurance, term of assurance; maximum
maturity age and maximum sum assured.
e) Moral hazard
Moral hazard may be said to exist when certain circumstances or

characteristics of an individual’s financial situation, lifestyle and habits,
reputation and mental health indicate that he or she may intentionally
engage in actions that increase the risk. There may be a number of factors
which may suggest such moral hazard.
Example
When a proposal is submitted at a branch located far away from the place of
residence of the proposed insured
A medical examination is done elsewhere even when a qualified medical

examiner is available near one’s place of residence.
A third case is when a proposal is made on the life of another without having
clear insurable interest, or when the nominee is not the near dependent of
the life proposed.
In each such case an enquiry may be made. Finally, when the agent is
related to the life assured a moral hazard report may be called from a
branch official like the agency manager / development officer.
f) Occupation
Occupational hazards can emanate from any of three sources:
 Accident
 Health hazard
 Moral hazard
Diagram 5: Sources of Occupational Hazards
i. Accidental hazards arise because certain kinds of jobs expose one to

the risk of accident. There is any number of jobs in this category –
like circus artistes, scaffolding workers, demolition experts and film
stunt artistes.
ii. Health hazards arise when the nature of the job is such as to give
rise to possibility of medical impairment. There are various kinds of
health hazards.
 Some jobs like that of rickshaw pullers involve tremendous
physical strain and impact the respiratory system.
 The second situation is where one may be exposed to toxic
substances like mining dust or carcinogenic substances (that
cause cancer) like chemicals and nuclear radiation.
 A third kind of hazard is posed by high pressure environments
like underground tunnels or deep sea, which can cause acute
decompression sickness.
 Finally, overexposure to certain job situations (like sitting
cramped and glued to a computer in a KPO or working in a high
noise setting) can impair functioning of certain body parts in the
longer run.
iii. Moral hazard can arise when a job involves proximity or can cause
predisposition towards criminal elements or to drugs and alcohol. An
example is that of a dancer in a nightclub or an enforcer in a liquor

bar or the ‘bodyguard’ of a businessman with suspected criminal
links. Again the job profiles of certain individuals like superstar
entertainers may lead them to heady intoxicating lifestyles, which
sometimes come to tragic ends.
Wherever the occupation falls in one of the categories of jobs listed

hazardous, the applicant for insurance would normally be required to
complete an occupational questionnaire which would ask for specific details
of the job, duties involved and risks exposed to. A rating may also be
imposed for occupation in the form of a flat extra (for example Rupees two
per thousand sums assured.) Such extra may be reduced or removed when
the insured’s occupation changes.
g) Lifestyle and habits
Lifestyle and habits are terms, which cover a wide range of individual
characteristics. Generally the agents’ confidential reports and moral hazard
reports are expected to mention if any of these characteristics are present
in the individual’s lifestyles, which suggest exposure to risk. In particular
three features are important:
i. Smoking and tobacco use: It has now been well recognised that use of
tobacco is not only a risk in itself but also contributes to increasing other
medical risks. Companies charge differential rates today for smokers and
non-smokers with the former having to pay much higher premiums.
Other forms of tobacco usage like gutkha and paan masala may also
attract adverse mortality ratings.
ii. Alcohol: Drinking alcohol in modest quantities and occasionally is not a

hazard. It is even an accepted part of social life in many countries.
However when it is regularly consumed in excess for a long time it can
have a significant impact on mortality risk. Long term heavy drinking can
impair liver functioning and affect the digestive system. It can also lead
to mental disorders.
Alcoholism is also linked with accidents, violence and family abuse,

depression and suicides. Where the proposal form indicates use of
alcohol, the underwriter may call for further details and decide on the
case depending on the extent of usage and any complications that are
indicated to have been caused as a result.
iii. Substance abuse: Substance abuse refers to the use of various kinds of
substances like drugs or narcotics, sedatives and other similar
stimulants. Some of these are even illegal and their use indicates
criminal disposition and moral hazard. Where substance abuse is

MEDICAL UNDERWRITING CHAPTER 14
suspected, the underwriter may need to call for a number of tests to

check the abuse. Insurance is often declined in such cases.
Test Yourself 2
Which of the following is an example of moral hazard?
I. Stunt artist dies while performing a stunt

II. A person drinking copious amounts of alcohol because he is inured
III. Insured defaulting on premium payments
IV. Proposer lying on policy document
C. Medical underwriting
1. Medical underwriting
Let us now consider some of the medical factors that would influence an
underwriter’s decision. These are generally assessed through medical
underwriting. They may often call for a medical examiner’s report. Let us look
at some of the factors that are checked.
Diagram 6: Medical Factors that influence an Underwriter’s Decision
a) Family history
The impact of family history on mortality risk has been studied from three
angles.

CHAPTER 14 MEDICAL UNDERWRITING
i. Heredity: Certain diseases can be transmitted from one generation to

another, say from parents to children.
ii. Average longevity of the family: When the parents have died early on
account of certain diseases like heart trouble or cancer, it may be a
pointer that the offspring may also not live long.
iii. Family environment: Thirdly, the environment in which the family lives
can cause exposure to infection and other risks.
Life insurers have thus to be careful when entertaining cases of individuals

with adverse family history. They may call for other reports and may impose
an extra mortality rating in such cases.
b) Personal history
Personal history refers to past impairments of various systems of the human

body which the life to be insured has suffered from. The proposal form for
life insurance typically contains a set of questions which enquire whether
the life to be insured has been under treatment for any of these.
Such problems may also be indicated by the medical examiner’s reports or

any special reports called for. The major kinds of ailments that are killer
diseases include
i. Cardiovascular diseases which affect the heart and blood system – like
heart attack, stroke and haemorrhage
ii. Diseases of the respiratory system like Tuberculosis
iii. Excessive production and reproduction of cells which leads to

malignant tumours, also known as cancer
iv. Ailments of the renal system, which includes the kidney and other
urinary parts, which can lead to kidney failure and death
v. Impairments of the endocrine system, the most well-known of which is

Diabetes. It arises from the body’s inability to generate sufficient insulin
to metabolise the sugar (or glucose) in the blood stream.
vi. Diseases of the digestive system like gastric ulcers and cirrhosis of the
liver
vii. Diseases of the nervous system
c) Personal characteristics
These can also be significant indicators of the tendency to disease.
i. Build

MEDICAL UNDERWRITING CHAPTER 14
For instance a person’s build consists of his height, weight, chest and girth
of the abdomen. For given age and height, there is a standard weight that
has been defined and if the weight is too high or low in relation to this
standard weight, we can say that the person is overweight or underweight.
Similarly, it is expected that the chest should be expanded at least by four

centimetres in a normal person and that the abdominal girth should not be
more than one’s expanded chest.
ii. Blood pressure
Another indicator is a person’s blood pressure. There are two measures of

this
 Systolic
 Diastolic
A thumb rule for arriving at normal blood pressure readings given age is
For Systolic: It is 115 + 2/5 of age.
For Diastolic: It is 75 + 1/5 of age
Thus if age is 40 years, the normal blood pressure should be Systolic 131:
and Diastolic 83.
When the actual readings are much higher than the above values, we say
that the person has high blood pressure or hypertension. When it is too low,
it is termed as hypotension. The former can have serious consequences.
The pressure of blood flowing in the system can also be indicated by the
pulse rate. Pulse rates can vary from 50 to 90 beats per minute with an
average of 72.
iii. Urine – Specific gravity
Finally, a reading of the specific gravity of one’s urine can indicate the
balance among various salts in the urinary system. It can indicate any
malfunctioning of the system.
Test Yourself 3
Why is heredity history of importance in medical underwriting?
I. Rich parents have healthy kids

II. Certain diseases can be passed on from parents to children
III. Poor parents have malnourished kids
IV. Family environment is a critical factor

SUMMARY CHAPTER 14
Summary
 To usher equity, the underwriter engages in risk classification where

individual lives are categorised and assigned to different risk classes
depending on the degree of risks they pose.
 Underwriting or the selection process may be said to take place at

two levels:
 At field level and

 At underwriting department level
 Judgment method or numerical method of underwriting is widely

used for underwriting insurance proposals.
 Underwriting decisions made by underwriters include acceptance of

standard risk at standard rates or charging extra for sub-standard
risks. Sometimes there is acceptance with lien on sum assured or
acceptance is based on restrictive clauses. Where the risk is large the
proposal is declined or postponed.
 A large number of life insurance proposals may typically get selected

for insurance without conducting a medical examination to check the
insurability of an insurant. Such cases are termed as non-medical
proposals.
 Some of the rating factors for non-medical underwriting include
 Age
 Large sum assured
 Moral hazard etc.
 Some of the factors considered in medical underwriting include
 Family history,
 Heredity and personal history etc.
Key Terms
1. Underwriting
2. Standard life
3. Non-medical underwriting
4. Rating factor
5. Medical underwriting
6. Anti-selection


Answer 1
A person suffering from AIDS is most likely to be declined life insurance cover.
Answer 2
A person drinking copious amounts of alcohol because he is inured is an example
of moral hazard.
Answer 3
Certain diseases can be passed on from parents to children and hence heredity
history needs to be considered in medical underwriting.
Question 1
Which of the following denotes the underwriter’s role in an insurance company?
I. Process claims
II. Decide acceptability of risks
III. Product design architect
IV. Customer relations manager
Question 2
Which of the following is not an underwriting decision?

I. Risk acceptance at standard rates
II. Declinature of risk
III. Postponement of risk
IV. Claim rejection
Question 3
Which of the following is not a standard age proof?

I. Passport
II. School leaving certificate
III. Horoscope
IV. Birth certificate

Question 4
Which of the following condition will affect a person’s insurability negatively?
I. Daily jogs
II. Banned substance abuse
III. Lazy nature
IV. Procrastination
Question 5
Under what method of underwriting does an underwriter assign positive rating
points for all negative or adverse factors (negative points for any positive or
favourable factors)?
I. Judgment
II. Arbitrary
III. Numerical rating
IV. Single step
Question 6
Under risk classification, ___________ consist of those whose anticipated
mortality corresponds to the standard lives represented by the mortality table.
I. Standard lives
II. Preferred risks
III. Sub-standard lives
IV. Declined lives
Question 7
Amruta is pregnant. She has applied for a term insurance cover. Which of the
below option will be the best option to choose for an underwriter to offer
insurance to Amruta? Choose the most likely option.
I. Acceptance at ordinary rates
II. Acceptance with extra premium
III. Decline the proposal
IV. Acceptance with a restrictive clause
Question 8
Which of the below insurance proposal is not likely to qualify under non-medical
underwriting?
I. Savita, aged 26 years, working in an IT company as a software engineer
II. Mahesh, aged 50 years, working in a coal mine
III. Satish, aged 28 years, working in a bank and has applied for an insurance
cover of Rs. 1 crore
IV. Pravin, aged 30 years, working in a departmental store and has applied for
an endowment insurance plan for a tenure of 10 years

Question 9
Sheena is suffering from acute diabetes. She has applied for an insurance plan.
In this case the underwriter is most likely to use ____________ for underwriting.
Choose the most appropriate option.
I. Judgment method
II. Numerical method
III. Any of the above method since an illness like diabetes does not play a major
role in the underwriting process
IV. Neither of the above method as diabetes cases are rejected outright
Question 10
Santosh has applied for a term insurance policy. His anticipated mortality is
significantly lower than standard lives and hence could be charged a lower
premium. Under risk classification, Santosh will be classified under
___________.
I. Standard lives
II. Preferred risks
III. Substandard lives
IV. Declined lives

Answer 1
Underwriter decides acceptability of risks.
Answer 2
Claim rejection is not an underwriting decision.
Answer 3
Horoscope is not a standard age proof.
Answer 4
Banned substance abuse will affect a person’s insurability negatively.
Answer 5
Numerical rating method of underwriting assigns positive rating points for all
negative or adverse factors (negative points for any positive or favourable
factors).
Answer 6
Under risk classification, standard lives consist of those whose anticipated
mortality corresponds to the standard lives represented by the mortality table.
Answer 7
In Amruta’s case, considering her pregnancy, the best option that the
underwriter can choose is to offer insurance to Amruta with a restrictive clause.
This restrictive clause can be limiting insurance payment in the event of
pregnancy related death occurring within say three months of delivery.
Answer 8
Mahesh’s insurance proposal is not likely to qualify under non-medical

underwriting because his age is higher (50 years) and his occupation is more
risky as compared to other occupations in software, banking industry etc.
Answer 9
When deciding on a complex case like that of Sheena who is suffering from
acute diabetes, the underwriter will use the judgment method of underwriting.
Answer 10
Under risk classification, Santosh will be classified under preferred risks.


CHAPTER 15
PAYMENTS UNDER A LIFE INSURANCE POLICY
This chapter explains the concept of claim and how claims are ascertained. The
chapter then explains the types of claims. In the end you will learn about the
forms to be submitted for a death claim and the safeguards (indisputability
clause and Protection of Policyholders Interests Regulations) in place to protect
beneficiary from claim rejection by the insurer, provided no material
information has been suppressed by the insured.
Learning Outcomes
A. Types of claims and claims procedure

TYPES OF CLAIMS AND CLAIMS PROCEDURE CHAPTER 15
A. Types of claims and claims procedure
1. Concept of claims
The real test of an insurance company and an insurance policy comes when a
policy results into a claim. The true value of life insurance is judged by the way
a claim is settled and benefits are paid.
Definition
A claim is a demand that the insurer should make good the promise specified in
the contract.
A claim under a life insurance contract is triggered by the happening of one or

more of the events covered under the insurance contract. While in some claims,
the contract continues, in others, the contract is terminated.
Diagram 1: Risk event and claim
Claims can be of two types:
i. survival claims payable even when the life assured is alive and
ii. death claim
Diagram 2: Types of claims
While a death claim arises only upon the death of the life assured, survival
claims can be caused by one or more events.

CHAPTER 15 TYPES OF CLAIMS AND CLAIMS PROCEDURE
Example
Examples of events triggering survival claims are:
i. Maturity of the policy;

ii. An instalment payable upon reaching the milestone under a money-back
policy;
iii. Critical illnesses covered under the policy as a rider benefit;
iv. Surrender of the policy either by the policyholder or assignee;
2. Ascertaining whether a claim event has occurred
i. For payment of a survival claim, the insurer has to ascertain that the
event has occurred as per the conditions stipulated in the policy.
ii. Maturity claims and money-back instalment claims are easily

established as they are based on dates which are determined at the
beginning of the contract itself.
For instance, the date of maturity and the dates when the instalments of
survival benefits may be paid under a money back policy are clearly laid
out at the time of preparing the contract.
iii. Surrender value payments are different from other claim payments.
Unlike other claims, here the event is triggered by the decision of the
policy holder or assignee to cancel the contract and withdraw what is
due to him or her under the contract. Surrender payments would
typically involve a penalty for premature withdrawal and hence would be
less than what would have been due if the full claim were to be paid.
iv. Critical illness claims are ascertained based on the medical and other
records provided by the policyholder in support of his claim.
The complexity arises in case of a policy that has a critical illness claim
rider and such policy has been assigned. The purpose of a critical illness
benefit is to enable a policy holder to defray his expenses in the event of
such an illness. If this policy where to be assigned, all benefits would be
payable to the assignee. Although this is legally correct, it may not meet
the intended purpose. In order to avoid such a situation, it is important
to educate policyholders about the extent of benefits that they may
assign, by way of a conditional assignment.
A maturity or death claim or a surrender leads to termination of the insurance

cover under the contract and no further insurance cover is available. This is
irrespective of whether the claim is actually paid or not. Non-payment of a
claim does not assure the continuity of insurance cover under the contract.

3. Types of claims
The following payments may occur during the policy term:
a) Survival Benefit Payments
Periodical payments are made by the insurer to the insured at

specified times during the term of the policy. The policy bond is
returned to the policyholder bearing an endorsement of payments
made after each survival benefit instalment.
b) Surrender of Policy
The policyholder opts for a premature closure of his policy. This is a

voluntary termination of the policy contract. A policy can be surrendered
only if it has acquired paid-up value. The amount payable to the
insured is the surrender value which is usually a percentage of the
premiums paid. There is also a minimum guaranteed surrender value
(GSV), but the actual surrender value paid to the insured is more
than the GSV.
c) Rider Benefit
A payment under a rider is made by an insurance company on the

occurrence of a specified event according to the terms and
conditions.
Under a critical illness rider, in the event of diagnosis of a critical

illness, a specified amount is paid as per terms. The illness should
have been covered in the list of critical illnesses specified by the
insurance company.
Under hospital care rider, the insurer pays the treatment costs in the event
of hospitalisation of the insured, subject to terms and conditions.
The policy contract continues even after the rider payments are made.
The following claim payments are made at the end of the policy term
specified in the insurance contract.
d) Maturity Claim
In such claims, the insurer promises to pay the insured a specified amount at
the end of the term, if the insured survives the plan’s entire term. This is
known as a maturity claim.

i. Participating Plan: The amount payable under a maturity claim, if

participating, is the sum assured plus accumulated bonuses less dues
such as outstanding premium and policy loans and interests thereon.
ii. Return of Premium (ROP) Plan: In some cases premiums paid over
the term period are returned when the policy matures.
iii. Unit Linked Insurance Plan (ULIP): In case of ULIPs, the insurer pays
the fund value as the maturity claim.
iv. Money-back Plan: In case of money-back policy, the insurer pays

the maturity claim minus the survival benefits received during the
term of the policy.
The insurance contact terminates after the claim is paid.
e) Death Claim
If the insured expires during the term of his / her policy, accidentally
or otherwise, the insurer pays the sum assured plus accumulated
bonuses, if participating, less dues like outstanding policy loan and
premia plus interest there on respectively. This is the death claim,
which is paid to the nominee or assignee or legal whatever the
situation may be. A death claim marks the end of the contract as a result
of death.
A death claim may be:
 Early (less than three years policy duration) or

 Non-early (more than three years)
The nominee or assignee or legal heir has to intimate the insurer of

the cause, date and place of death.
i. Forms to be submitted for death claim

The following forms are to be submitted by the beneficiary with the

insurer to facilitate processing of the claim:
 Claim form by nominee
 Certificate of burial or cremation
 Treating physician’s certificate
 Hospital’s certificate
 Employer’s certificate
 Certified court copies of police reports like First Information

Report (FIR), Inquest Report, Post-Mortem Report, Final Report
which are required in case of death by accident.
 Death certificate issued by municipal authorities etc as proof of

death
Diagram 3: Forms to be submitted for Death Claim
ii. Repudiation of death claim
The death claim may be paid or repudiated. While processing the claim, if it
is detected by the insurer that the proposer had made any incorrect
statements or had suppressed material facts relevant to the policy, the
contract becomes void. All benefits under the policy are forfeited.

iii. Section 45: Indisputability Clause
However this penalty is subject to Section 45 of the Insurance Act,

1938.
Important
Section 45 states:
No policy of life insurance shall after the expiry of two years from
the date on which it was effected be called in question by an
insurer on the ground that the statement made in the proposal or in
any report of a medical officer, or referee, or friend of the insured,
or in any other document leading to the issue of the policy, was
inaccurate or false, unless the insurer shows that such statement was
on a material matter or suppressed facts which it was material to
disclose and that it was fraudulently made by the policyholder and that
the policyholder knew at the time of making it that the statement was false
or that it suppressed facts which it was material to disclose.
Explanation :
If a policyholder suppressed material facts, at any time upto 2 years
from issuance of policy, repudiation can be done by insurer if
material facts in proposal are false.
The 2 – year period is a wait and watch period for the customer.
After this period, an insurer has to prove that that policyholder had
made fraudulent statements and suppressed material facts and knew
that the statements given were false. Only after obtaining proof can
the insurer repudiate a policy after the 2-year period.
iv. Presumption of Death
Sometimes a person is reported missing without any information

about his whereabouts.The Indian Evidence Act provides for
presumption of death in such cases, if he has not been heard of
for seven years.If the nominee or heirs claim that the life insured
is missing and must be presumed to be dead, insurers insist on a
decree from a competent court.It is necessary that premiums
should be paid till the court decrees presumption of death.Insurers
may, as a matter of concession, waive the premiums during the
seven year period.

4. Claim Procedure for Life Insurance Policy
The IRDA (Protection of Policyholders Interests) Regulations, 2002 provides as

follows:
Regulation 8: Claims procedure in respect of a life insurance policy
i. A life insurance policy shall state the primary documents which are
normally required to be submitted by a claimant in support of a claim.
ii. A life insurance company, upon receiving a claim, shall process the
claim without delay. Any queries or requirement of additional
documents, to the extent possible, shall be raised all at once and not in
a piece-meal manner, within a period of 15 days of the receipt of the
claim.
iii. A claim under a life policy shall be paid or be disputed giving all the
relevant reasons, within 30 days from the date of receipt of all relevant
papers and clarifications required. However, where the circumstances of
a claim warrant an investigation in the opinion of the insurance
company, it shall initiate and complete such investigation at the
earliest. Where in the opinion of the insurance company the
circumstances of a claim warrant an investigation, it shall initiate and
complete such investigation at the earliest, in any case not later than 6
months from the time of lodging the claim.
iv. Subject to the provisions of Section 47 of the Act, where a claim is ready
for payment but the payment cannot be made due to any reasons of a
proper identification of the payee, the life insurer shall hold the amount
for the benefit of the payee and such an amount shall earn interest at
the rate applicable to a savings bank account with a scheduled bank
(effective from 30 days following the submission of all papers and
information).
v. Where there is a delay on the part of the insurer in processing a claim

for a reason other than the one covered by sub-regulation (iv), the life
insurance company shall pay interest on the claim amount at a rate
which is 2% above the bank rate prevalent at the beginning of the
financial year in which the claim is reviewed by it.
5. Role of an agent
An agent shall render all possible service to the nominee/legal heir or the
beneficiary in filling up of claim forms accurately and assisting in submission of
these at the insurer’s office.

Apart from discharging obligations, goodwill is generated from such a situation

whereby there exists ample opportunity for the agent to procure business or
referrals in future from the family of the deceased.
Test Yourself 1
Which of the below statement best describes the concept of claim? Choose the
most appropriate option.
I. A claim is a request that the insurer should make good the promise specified
in the contract
II. A claim is a demand that the insurer should make good the promise specified
in the contract
III. A claim is a demand that the insured should make good the commitment
specified in the agreement
IV. A claim is a request that the insured should make good the promise specified
in the agreement

SUMMARY CHAPTER 15
Summary
 A claim is a demand that the insurer should make good the promise
specified in the contract.
 A claim can be survival claim or death claim. While a death claim arises
only upon the death of the life assured, survival claims can be caused by
one or more events
 For payment of a survival claim, the insurer has to ascertain that the
event has occurred as per the conditions stipulated in the policy.
 The following payments may occur during the policy term:
 Survival Benefit Payments

 Surrender of Policy
 Rider Benefit
 Maturity Claim
 Death Claim
 Section 45 (Indisputability Clause) of the Insurance Act protects the

insured from rejection of claim by the insurer, provided the policy has
completed two years and the insured has not suppressed any material
information
 Under the IRDA (Protection of Policyholders Interests) Regulations, 2002,

the IRDA has laid down regulations to safeguard / protect the insured or
beneficiary in case of claims.

Answer 1
A claim is a demand that the insurer should make good the promise specified in
the contract.
Question 1
Given below is a list of policies. Identify under which type of policy, the claim
payment is made in the form of periodic payments?
I. Money-back policy
II. Unit linked insurance policy
III. Return of premium policy
IV. Term insurance policy
Question 2
Mahesh has bought a life insurance policy with a critical illness rider. He has
made absolute assignment of the policy in favour of Karan. Mahesh suffers a
heart attack and there is a claim of Rs. 50,000 under the critical illness rider.
To whom will the payment be made in this case?
I. Mahesh
II. Karan
III. The payment will be shared equally by Mahesh and Karan
IV. Neither of the two because Mahesh has suffered the heart attack but the
policy is assigned in favour of Karan.
Question 3
Praveen died in a car accident. The beneficiary submits documents for death
claim. Which of the below document is an additional document required to be
submitted in case of accidental death as compared to natural death.
I. Certificate of burial or cremation

II. Treating physician’s certificate
III. Employer’s certificate
IV. Inquest Report

Question 4
Which of the below death claim will be treated as an early death claim?
I. If the insured dies within three years of policy duration

II. If the insured dies within five years of policy duration
III. If the insured dies within seven years of policy duration
IV. If the insured dies within ten years of policy duration
Question 5
Given below are some events that will trigger survival claims. Identify which of
the below statement is incorrect?
I. Claim paid on maturity of a term insurance policy
II. An instalment payable upon reaching the milestone under a money-back
policy
III. Claim paid for critical illnesses covered under the policy as a rider benefit
IV. Surrender value paid on surrender of an endowment policy by the
policyholder
Question 6
A payment made under a money-back policy upon reaching a milestone will be
classified under which type of claim?
I. Death claim
II. Maturity claim
III. Periodical survival claim
IV. Surrender claim
Question 7
Shankar bought a 10 year Unit Linked Insurance Plan. If he dies before the
maturity of the policy which of the below will be paid?
I. Lower of sum assured or fund value

II. Higher of sum assured or fund value
III. Premiums paid will be returned with 2% higher interest rate as compared to
a bank’s savings deposit
IV. Surrender value
Question 8
Based on classification of claims (early or non-early), pick the odd one out?
I. Ramya dies after 6 months of buying a term insurance plan

II. Manoj dies after one and half years of buying a term insurance plan
III. David dies after two and half years of buying a term insurance plan
IV. Pravin dies after five and half years of buying a term insurance plan

Question 9
Given below is a list of documents to be submitted for a normal death claim by

all beneficiaries in the event of death of life insured. Pick the odd one out
which is additionally required to be submitted only in case of death by accident.
I. Inquest report
II. Claim form
III. Certificate of burial or cremation
IV. Hospital’s certificate
Question 10
As per IRDA (Protection of Policyholders Interests) Regulations, 2002, a claim

under a life policy shall be paid or be disputed, within 30 days from the date of
receipt of all relevant papers and clarifications required.
I. 7 days
II. 15 days
III. 30 days
IV. 45 days
Answer 1
The correct option is I
In case of a money-back policy the claim payment is made in the form of

periodic payments.
Answer 2
The correct option is II
In this case the entire payment of Rs. 50,000 will be made to Karan as the
policy has been assigned in favour of Karan on an absolute basis.
Answer 3
The correct option is IV
Documents like claim form by nominee, Certificate of burial or cremation,

Treating physician’s certificate, Hospital’s certificate, Employer’s certificate
etc. are required to be submitted in case of natural death as well as accidental
death.

First Information Report (FIR), Inquest Report, Post-Mortem Report, Final Report
etc. are additional documents required to be submitted in case of accidental
death as compared to natural death.
Answer 4
If the insured dies within three years of policy duration, the death claim will be
treated as early death claim.
Answer 5
Option I is incorrect. There is no claim paid on maturity of a term insurance

policy.
Answer 6
The correct option is III
A payment made under a money-back policy upon reaching a milestone will be

classified under periodic survival claim.
Answer 7
The correct option is II
If Shankar dies before the maturity of the ULIP policy, higher of sum assured or
fund value will be paid.
Answer 8
The correct option is IV
Option IV is the odd one out because it will be treated as a non-early claim.
Option I, II and III will be treated as early claims.
Answer 9
Inquest report is additionally required to be submitted in case of death by

accident. The other documents like claim form, certificate of burial or
cremation, hospital’s certificate are required to be submitted by all
beneficiaries in the event of death of life insured

Answer 10
The correct option is III
As per IRDA (Protection of Policyholders Interests) Regulations, 2002, a claim

under a life policy shall be paid or be disputed, within 30 days from the date of
receipt of all relevant papers and clarifications required.

CHAPTER 16
REGULATORY ASPECTS
This chapter aims to provide you with an understanding of the importance of

insurance regulations. This chapter also provides you with an understanding of
the legal status of an insurance agent. You will also learn the various rules and
regulations applicable to agents in general; and to insurance agents in
particular.
Learning Outcomes
A. Insurance regulations and regulatory framework

B. Regulations and code of conduct applicable to insurance agents

CHAPTER 16 INSURANCE REGULATIONS AND REGULATORY FRAMEWORK
A. Insurance regulations and regulatory framework
1. Importance of insurance regulations
An insurance agent should always bear in mind that she is selling a promise that
the insurance company will pay a certain amount of money if a misfortune
occurs. The insured person would undoubtedly have many worries about the
insurance that is being purchased.
Some common concerns of an insured would be:
i. Is the insurance legal?
ii. Are insurance agents recognised by law?
iii. Are these insurance companies regulated or supervised?
iv. Is the document given to me by the insurer legally valid?
v. Will the insurance company pay me the money if a loss happens?
vi. Will they pay me the full money that is due to me?
vii. If I do not get a claim, can I go to court based on the documents they
have given me?
viii. Are there any hidden provisions in the insurance contract whereby the
insurance company can avoid paying me a claim?
ix. Do I have to go through any complicated procedures to get my claim

paid?
2. Why are insurance regulations required?
The prime purpose of insurance regulation is to protect the policyholder. The

policy holder has paid the money and bought the insurance policy. She should
be assured that the insurance policy she bought will be honoured by the
insurance company.
i. First and foremost, an insured should understand that insurance is an

absolutely legal contract, in compliance with the provisions of the
Indian Contract Act and other laws of the country
ii. The Government is duty bound to protect all its citizens and all entities
in the country through its legal and judicial systems.

INSURANCE REGULATIONS AND REGULATORY FRAMEWORK CHAPTER 16
iii. Regulations made by IRDA are to ensure that insurance companies

should exist as financially sound organisations to honour the contracts
that they have entered into. IRDA regulates companies from their
registration onwards and monitors all their major activities like
investments, accounting etc.
Information
In specialised sectors of the economy, the Government creates bodies to

regulate these sectors. Thus we have bodies like Reserve Bank of India (RBI) to
regulate banks and the Securities and Exchange Board of India (SEBI) to regulate
the capital market.
Similarly, to regulate the insurance sector, the Government enacted the

Insurance Act in 1938, which was amended from time to time to make it
relevant to the changes in the industry. Insurance Regulatory and Development
Authority (IRDA) Act, 1999, created the IRDA as an independent authority for
the purpose of regulating the insurance industry.
All insurance policy wordings, rates and the documents issued by insurance
companies are scrutinised and approved by IRDA. The advertisements issued by
insurers are also regulated.
There are guidelines about prompt settlement of claims, grievance handling

systems in every company and at IRDA level to address complaints at the
company and at IRDA level.
IRDA has issued directions to ensure that the insurance company targets rural
areas of the country and weaker sections of the population towards providing
significant coverage of these segments.
All people dealing with selling and servicing of insurance policies, viz. agents,
corporate agents, brokers, surveyors, third party administrators (TPAs) and
insurance companies are licensed as well as regulated by IRDA as per various
regulations.

Diagram 1: Entities regulated by IRDA
3. Insurance regulatory framework in India
The Insurance Act, 1938 and the Insurance Regulatory and Development
Authority Act, 1999 form the basis of insurance regulations in India. There are a
few other legislations in the country that are directly or indirectly applicable to
insurance business.
a) The Insurance Act, 1938
The Insurance Act, 1938 is the basic insurance legislation of the country,
which governs insurance business in India. It was created to protect the
interest of insured public, with comprehensive provisions for effective
control over the activities of insurers and came into effect on 1st July, 1939.
This Act has been amended from time to time to strengthen the legal
provisions of the Act.

INSURANCE REGULATIONS AND REGULATORY FRAMEWORK CHAPTER 16
The Insurance Act 1938 has provisions for monitoring and control of
operations of insurance companies. Some important sections of the Act
are listed below:
i. Registration of insurance companies and renewal of registrations (Sec. 3

& 70)
ii. Requirement to have sufficient capital for the company and to maintain
solvency (Sec. 64 V)
iii. Compulsion that assets of insurance companies should be invested only
as per norms prescribed for the same (Sec. 27 & 85)
iv. Requirement to maintain audit and submit returns to the regulator (Sec.
28)
v. Obligations of insurers towards the rural and social sectors (Sec. 32B &
32C)
vi. Rules for assignment and transfer of policies and nominations (Sec. 38 &
39)
vii. Limitations on the expenses of the management (Sec. 40)
viii. Licensing of agents and their remunerations (Sec. 40 to 44)
ix. Prohibition on using rebates as an inducement to any person to take,
renew or continue an insurance policy in India (Sec. 41)
x. Solvency (financial strength) of the insurance companies who meet all
their commitments to policy holders (64V)
xi. Advance payment of premium (Sec. 64VB)
xii. Need for survey of losses (Sec. 64UM)
b) The Insurance Regulatory & Development Authority Act, 1999
Insurance Regulatory and Development Authority (IRDA) was established in

2000 as an independent authority to regulate and develop the insurance
industry by an Act of Parliament (namely Insurance Regulatory &
Development Authority Act, 1999).
Important
The preamble of the IRDA Act states:
“An Act to provide for the establishment of an Authority to protect the

interests of holders of insurance policies, to regulate, promote and ensure
orderly growth of the insurance industry and for matters connected
therewith or incidental thereto.”
IRDA has prescribed regulations for protecting the interests of policyholders

stipulating obligations on both insurers as well as intermediaries.

These regulations prescribe insurers’ obligations:
i. at the point of sale,

ii. towards policy servicing,
iii. claims servicing,
iv. control on expenses, investment and
v. financial strength to meet the commitments to policyholders
c) Other legislations
In addition, insurance business in India is linked to various other Acts /

legislations of the country, some of which are listed below:
i. The Workmen's Compensation Act, 1923 (amended and renamed as

Employees Compensation Act in 2010)
ii. Employees’ State Insurance Act, 1948
iii. Life Insurance Corporation Act, 1956
iv. Deposit Insurance and Credit Guarantee Corporation Act, 1961
v. Marine Insurance Act, 1963
vi. Export Credit Guarantee Corporation Act, 1964
vii. General Insurance Business (Nationalisation) Act, 1972
viii. General Insurance Business (Nationalisation) Amendment Act, 2002
ix. Motor Vehicles Act, 1988
x. Public Liability Insurance Act, 1991
Apart from these general laws, there are many regulations, orders and
circulars issued by IRDA from time to time on specific matters relating to the
conduct of insurance business and policyholders protection.
Test Yourself 1
Which of the below statements is correct?
I. The prime purpose of insurance regulation is to protect the insurance

companies
II. The prime purpose of insurance regulation is to protect the policyholder
III. The prime purpose of insurance regulation is to protect the insurance
intermediaries
IV. The prime purpose of insurance regulation is to protect the Government

REGULATIONS AND CODE OF CONDUCT APPLICABLE TO INSURANCE AGENTS CHAPTER 16
B. Regulations and code of conduct applicable to insurance agents
1. Regulations applicable to insurance agents
As per the Insurance Act, 1938 (Section 42), to work as an insurance agent, one
must have a licence. IRDA deals with issuance of licences and other matters
relating to agents recruitment. There are regulations which must be complied
with at all stages in the process.
Some of the important provisions relating to agents stated in the Insurance Act,
1938 and the Insurance Regulatory and Development Authority (IRDA) Act, 1999
are discussed below.
a) The Insurance Act, 1938
Important
An insurance agent has to be licensed under Section 42. Under the Section,
an insurance agent receives or agrees to receive “payment by way of
commission or other remuneration in consideration of his soliciting or
procuring insurance business including business relating to the continuance,
renewal or revival of policies of insurance”.
An agent can be individual agent or a corporate agent. An individual agent is

an individual representing an insurance company while a corporate agent is
other than an individual, representing an insurance company. IRDA has
issued separate regulations for the different type of agents.
An agent can be issued licence for doing ‘life’ or ‘general’ insurance or

both. Insurance agents who hold licence to act as agent for both a life
insurer and a general insurer are called composite insurance agents.
b) Agents for standalone health insurance companies
It has been decided by IRDA to waive the mandated IC-34 certification for
life insurance agents desiring to distribute products of a standalone health
insurance company.
The standalone health insurers desirous of converting life insurance agents

into composite agents to sell their products, based on IC-33 certification,
can do so after making such agents undergo an internal training programme
on health insurance, which shall cover the basics of health insurance, health
insurance terminology, and products etc. for a minimum period of 25
hours. However such composite agents shall not be allowed to transfer
general part of their licence to other non-life insurance company without
completing IC-34 certification.

CHAPTER 16 REGULATIONS AND CODE OF CONDUCT APPLICABLE TO INSURANCE AGENTS
It has also been decided by IRDA to allow standalone health insurance

companies to avail the services of agents, corporate agents of other life and
/ or non-life insurance companies to distribute their products provided such
agents and corporate agents undergo 25 hours training.
However, no agent, corporate agent of life and / or non-life insurance

company shall offer his / her services to more than one standalone health
insurance company.
IRDA also recognises the fact that the Agriculture Insurance Corporation of
India (AIC) is engaged in providing crop insurance with no conflict of interest
or competition with the activities of any GIPSA Company in the country.
Hence it has decided to permit Agriculture Insurance Company to distribute
its own products by utilising the services of agents and corporate agents of
other non-life insurance companies. Agents and corporate agents desiring to
offer their services, shall submit "No Objection Certificate" obtained from
their parent general insurer and enrol themselves with AIC for distributing
its products.
A situation could arise wherein an agent or corporate agent works for three
non-life insurers. Hence, in all such cases those agents shall achieve in full,
the minimum business requirements laid down by their respective parent
insurance companies. In case they fail to achieve minimum business
requirements laid by their parent insurers, they cannot seek transfer of their
licence to any one insurer to whom they are offering services in terms of the
circulars and guidelines issued from time to time on transfer of licences of
agents from one insurer to other.
The Insurance Act, 1938 mandates that to work as an insurance agent, one
must have a licence. Insurance Regulatory and Development Authority
(Licensing of Insurance Agents) Regulations, 2000 and Insurance Regulatory
and Development Authority (Licensing of Insurance Agents) (Amendment)
Regulations, 2002 give detailed provisions relating to licensing of agents.
These are available at the website of IRDA www.irdaindia.gov.in.
Important
Adverse selection (Anti-selection)
This denotes the insurance firm's acceptance of applicants who are at a greater
than normal risk (or uninsurable), but conceal / falsify information about their
actual condition or situation. Acceptance of their application has an 'adverse'
effect on insurance companies, because normally insurance premiums are
computed on the basis of policyholders being in normal or average
circumstances (e.g. enjoying good health / employed in non-hazardous
environments).

Agents represent insurance companies and they act as the main link between
the insurance company and the insured. Their role is to recommend to clients
the right products that address the clients’ needs. At the same time, they must
act in the interests of the insurance company by understanding the risk insured
properly enough so as to avoid any adverse selection against the insurance
company.
2. Rules governing licensing of insurance agents
Rules relating to issuance and renewal of licences to insurance agents and the
procedures for obtaining the licence are stated in the Insurance Act and
regulations, summarised below:
a) Qualifications of the applicant
The applicant must possess the minimum qualification of a pass in 12th

Standard or equivalent examination conducted by any recognised Board /
Institution, where the applicant resides in a place with a population of five
thousand or more as per the last census, and a pass in 10th Standard or
equivalent examination from a recognised Board / Institution if the
applicant resides in any other place.
b) Disqualifications of the applicant
As per Section 42 sub-section (4) of Insurance Act 1938, there are certain
conditions that disqualify an applicant.
The applicant for agent licence is disqualified if she:
i. Is a minor,
ii. Is of unsound mind,
iii. Has been found guilty of criminal misappropriation or criminal breach

of trust / cheating / forgery / abetment of / attempt to commit any
such offence, by a court of competent jurisdiction,
iv. Has been found guilty of knowingly participating in or has connived at

any fraud, dishonesty or misrepresentation against an insurer or an
insured,
v. (in the case of an individual) does not possess the requisite

qualifications and practical training for a period not exceeding twelve
months, as may be specified by the regulations made by the authority,

vi. (in the case of a company or firm, if a director / partner / the chief
executive officers / other designated employees)does not possess the
requisite qualifications and practical training and have not passed the
prescribed examination
vii. Violates the code of conduct as specified by the regulations made by

the IRDA
c) Practical training
i. The first time applicant for agency licence shall have completed from an
IRDA approved institution, at least, fifty hours’ practical training in life
or general insurance business, which may be spread over two to three
weeks.
ii. The first time applicant seeking licence to act as a composite insurance
agent shall have completed from an IRDA approved institution, at least,
seventy five hours practical training in life and general insurance
business, which may be spread over two to three weeks.
iii. Where the applicant is:
 An Associate / Fellow of the Insurance Institute of India,

 An Associate / Fellow of the Institute of Chartered Accountants of
India,
 An Associate / Fellow of the Institute of Costs and Works Accountants
of India,
 An Associate / Fellow of the Institute of Company Secretaries of
India,
 An Associate / Fellow of the Actuarial Society of India,
 A Master of Business Administration of any Institution / University
recognised by any State Government or the Central Government; or
 Possessing any professional qualification in marketing from any
Institution / University recognised by any State Government or the
Central Government and shall have completed, at least, twenty five
hours’ practical training from an approved institution.
d) Examination
The applicant shall have passed the pre-recruitment examination in life or

general insurance business, or both, as the case may be, conducted by the
Insurance Institute of India, Mumbai, or any other ‘examination body’.

e) Fees payable
The fees payable to the Authority for issue / renewal of licence to act as
insurance agent or composite insurance agent shall be Rs. Two Hundred and
Fifty or as amended from time to time
f) Procedure to apply for agent’s licence
i. The licensing process usually starts with the insurer sponsoring a

candidate for practical training.
ii. On completion of the mandated training, the applicant has to make
an application in specified format for undergoing a written exam.
iii. On clearing of her written exam, the applicant will make an
application to the “designated person” of the sponsoring insurer.
“Designated person” means an officer normally in charge of

marketing operations, as specified by an insurer, and authorised by
the Authority to issue or renew licences under the regulations.
Based on meeting all the above requirements and along with the evidence of
payment of the application fees to the Authority, the designated persons
will issue the licence, along with identity card. The licence is valid for a
period of 3 years unless terminated or surrendered.
For any renewal of licence, the agent needs to undergo additional 25 hours
of training in life or general as the institution, if the designated person
refuses to grant or renew a licence under this regulation, she shall give the
reasons therefore to the applicant.
The applications for licence to the ‘designated person’ should be in

prescribed forms.
 If the applicant is an individual, application should be in Form IRDA-

Agents-VA
 If the applicant is a firm/company, application should be in Form
IRDA-Agents-VC
To become a composite insurance agent, two separate applications have to

be submitted. The Licence which is issued entitles the applicant to act as
insurance agent for one life insurer or one general insurer or both, as the
case may be.
g) Cancellation of licence
The designated person may cancel a licence of an insurance agent, if the

insurance agent suffers, at any time during the currency of the licence, from
any of the disqualifications mentioned in the regulations and recover from
her the licence and the identity card issued earlier.

h) Issue of duplicate licence
The Authority may issue a duplicate licence to replace a licence lost,

destroyed, or mutilated on payment of a fee of rupees fifty.
3. Agents’ Code of Conduct
IRDA Regulations stipulate that every person holding a licence as an insurance

agent shall adhere to the code of conduct specified below:
i. Every insurance agent shall
a) Identify himself and the insurance company of whom he is an insurance

agent;
b) Disclose his licence to the prospect on demand;
c) Explain carefully the requisite information in respect of insurance

products offered for sale by his insurer and take into account the needs
of the prospect while recommending a specific insurance plan;
d) Disclose the scales of commission in respect of the insurance product

offered for sale, if asked by the prospect;
e) Indicate the premium to be charged by the insurer for the insurance

product offered for sale;
f) Explain to the prospect the nature of information required in the

proposal form by the insurer, and also the importance of disclosure of
material information in the purchase of an insurance contract;
g) Bring to the notice of the insurer any adverse habits or income

inconsistency of the prospect, in the form of a report (called “insurance
agent’s confidential report”) along with every proposal submitted to the
insurer, and any material fact that may adversely affect the
underwriting decision of the insurer as regards acceptance of the
proposal, by making all reasonable enquiries about the prospect;
h) Inform promptly the prospect about the acceptance or rejection of the

proposal by the insurer;
i) Obtain the requisite documents at the time of filing the proposal form
with the insurer; and other documents subsequently asked for by the
insurer for completion of the proposal;
j) Render necessary assistance to the policyholders or claimants or

beneficiaries in complying with the requirements for settlement of
claims by the insurer;

k) Advise every individual policyholder to effect nomination or assignment

or change of address or exercise of options, as the case may be, and
offer necessary assistance in this behalf, wherever necessary
ii. No insurance agent shall
a) solicit or procure insurance business without holding a valid licence;
b) induce the prospect to omit any material information in the proposal

form;
c) induce the prospect to submit wrong information in the proposal form or

documents submitted to the insurer for acceptance of the proposal;
d) behave in a discourteous manner with the prospect;
e) interfere with any proposal introduced by any other insurance agent;
f) offer different rates, advantages, terms and conditions other than those
offered by his insurer;
g) demand or receive a share of proceeds from the beneficiary under an

insurance contract;
h) force a policyholder to terminate the existing policy and to effect a new

proposal from him within three years from the date of such termination;
i) have, in case of a corporate agent, a portfolio of insurance business

under which the premium is in excess of fifty percent of total premium
procured, in any year, from one person (who is not an individual) or one
organisation or one group of organisations;
j) apply for fresh licence to act as an insurance agent, if his licence was
earlier cancelled by the designated person, and a period of five years
has not elapsed from the date of such cancellation;
k) become or remain a director of any insurance company;
iii. Every insurance agent shall
With a view to conserve the insurance business already procured through

him; make every attempt to ensure remittance of the premiums by the
policyholders within the stipulated time, by giving notice to the policyholder
orally and in writing. It means the agent should ensure that premium is paid
well in advance on renewal or else the risk will not be assumed by the
insurer.

4. Prohibition of rebates
No intermediary is allowed to induce anyone to take a policy. Section 41 of the

Insurance Act, 1938 is hence an important section for an insurance agent. It
reads as follows:
Important
Section 41 of the Insurance Act, 1938
“41. (1) No person shall allow or offer to allow, either directly or indirectly, as
an inducement to any person to take or renew or continue an insurance in
respect of any kind of risk relating to lives or property in India, any rebate of
the whole or part of the commission payable or any rebate of the premium
shown on the policy, nor shall any person taking out or renewing or continuing a
policy accept any rebate, except such rebate as may be allowed in accordance
with the published prospectuses or tables of the insurer;
Provided that acceptance by an insurance agent of commission in connection

with a policy of life insurance taken out by himself on his own life shall not be
deemed to be acceptance of a rebate of premium within the meaning of this
sub-section if at the time of such acceptance the insurance agent satisfies the
prescribed conditions establishing that he is a bona fide insurance agent
employed by the insurer.”
“41.(2) Any person making default in complying with the provisions of this
section shall be punishable with fine which may extend to five hundred rupees.”
This states that an agent cannot offer any rebates on premium as an
inducement to the policyholder, except as allowed by the insurer.
Test Yourself 2
I. If agent loses the licence, then no duplicate licence is issued. The agent has
to wait till the time of renewal, when another copy is issued
II. If agent loses the licence, then the Authority may issue a duplicate licence
free of cost.
III. If agent loses the licence, then the Authority may issue a duplicate licence
only after a FIR is lodged and a waiting period of 30 days.
IV. If the agent loses the licence, then the Authority may issue a duplicate
licence on payment of a fee of rupees fifty.

SUMMARY CHAPTER 16
Summary
 An insurance agent should always bear in mind that she is selling a

promise that the insurance company will pay a certain amount of
money if a misfortune occurs.
 The prime purpose of insurance regulations is to protect the

policyholder.
 Insurance Act, 1938, and Insurance Regulatory and Development

Authority Act, 1999 form the basic framework of insurance
regulation.
 The Insurance Act 1938 has provisions for monitoring and control of
operations of insurance companies.
 Insurance Regulatory and Development Authority (IRDA) was

established in 2000 as an independent authority to regulate and
develop the insurance industry.
 IRDA has prescribed regulations for protecting the interests of

policyholders stipulating obligations on both insurers as well as
intermediaries.
 An agent can be an individual agent or a corporate agent.
 To become an agent the prospect should possess minimum prescribed

educational qualification, should undergo prescribed practical
training, pay the prescribed fees and undertake the prescribed
examination.
 IRDA regulations stipulate that every person holding a licence as an

insurance agent shall adhere to the specified code of conduct.
 No intermediary is allowed to induce anyone to take a policy.
Key Terms
1. Individual agent
2. Corporate agent
3. Composite insurance agent
4. Rebate
5. Intermediaries

Answer 1
The prime purpose of insurance regulation is to protect the policyholder.
Answer 2
If the agent loses the licence, then the Authority may issue a duplicate licence on payment
a fee of rupees fifty.
Question 1
Applicant shall complete ______ hours training to become an insurance agent.
I. 50
II. 100
III. 30
IV. 25
Question 2
Insurance agent represents the __________.
I. Insurance company
II. Sub-agent
III. Co-agent
IV. Broker
Question 3
Licence to work as an insurance agent is issued by __________.
I. General Insurance Corporation (GIC)

II. Insurance Regulatory & Development Authority (IRDA)
III. State Bank of India (SBI)
IV. Post office

Question 4
Agent’s licence is to be renewed __________.
I. Every year
II. After 5 years
III. After 3 years
IV. After 15 years
Question 5
Identify the statement which is not correct. Insurance agent should __________.
I. Indicate the scale of commission if asked by the customer

II. Share the commission by way of rebate
III. Disclose his licence on demand
IV. Indicate the premium to be charged
Question 6
__________ is the fees payable to the Authority for issue / renewal of licence to
Act as an insurance agent or composite insurance agent.
I. 250
II. 150
III. 520
IV. 100
Question 7
The Authority may issue duplicate licence in case it is ____________.
I. Lost
II. Destroyed
III. Mutilated
Question 8
If an agent is found guilty of criminal misappropriation the designated person

will ____________.
I. Cancel the licence

II. Issue a duplicate licence
III. Renew the existing licence
IV. Take some fees from the agent

Question 9
Minimum qualification required for insurance agent is _______ pass.
I. Graduate
II. 10th
III. Post-graduate
IV. 7th
Question 10
___________ may deal with more than one life insurance company or general
insurance company or both.
I. Agent
II. Surveyor
III. Composite agent
IV. None of the above
Answer 1
Applicant shall complete 50 hours training to become an insurance agent.
Answer 2
Insurance agent represents the insurance company
Answer 3
Licence to work as an insurance agent is issued by Insurance Regulatory and

Development Authority
Answer 4
Agent’s licence is to be renewed after 3 years.

Answer 5
An insurance agent should not share the commission by way of rebate
Answer 6
Rs. 250 is the fees payable to the Authority for issue / renewal of licence to act
as an insurance agent or composite insurance agent.
Answer 7
The Authority may issue duplicate licence in case it is lost, destroyed or

mutilated.
Answer 8
If an agent is found guilty of criminal misappropriation the designated person

will cancel the licence.
Answer 9
Minimum qualification required for insurance agent is 10th pass.
Answer 10
Composite agent may deal with more than one life insurance company or
general insurance company or both.


CHAPTER 17
LIFE INSURANCE AGENCY AS A CAREER
In previous chapters we have covered various aspects of life insurance, including

regulations. In this chapter we shall discuss about life insurance agency as a
career. We shall consider the prospects in an agency career, the role of an
agent and the requirements of being a good agent.
Learning Outcomes
A. Insurance channels
B. Life insurance agency profession
C. Recruitment, training and licensing of agents

CHAPTER 17 INSURANCE CHANNELS
A. Insurance channels
1. Who is an agent?
Definition
Agent and principal

As per Section 182 of the Indian Contract Act, an agent is a person employed to
do any act for another or to represent another in dealing with a third person.
The person for whom such act is done or who is represented is called the
principal.
Definition
Insurance agent
As per the Insurance Act, an agent is one who is licensed under Section 42 of the
Act, authorised to be a salesman for insurance, and is paid commissions for
soliciting, procuring and continuance of the business.
In India, when we speak of agent, we mean a tied agent – one who is allowed by
law to represent only one life insurance company and sell its products.
It may be seen that the agent is an intermediary who comes between the life
insurer and the customer.
2. Insurance channels
Until a few years ago, the agency channel was the only one that was in vogue.
Today there are a range of other channels. It would be useful to know about
some of these channels and how they work.
Diagram 1: Insurance channels

INSURANCE CHANNELS CHAPTER 17
a) Corporate agency
It is a variant of the individual agency model. Here a corporate entity, which

has its own set of customers, tries to reach out and sell insurance products.
IRDA’s regulations clearly mandate that the “entity” needs to set up a
separate unit with a Principle Officer and trained manpower which has
undergone compulsory training from an institute recognised by the
regulator.
b) Brokers
Both agents and brokers are intermediaries who interact between the
insurance company and the customer. There is however a difference
between the two.
Insurance agent Broker

An insurance agent typically is a An insurance broker represents the
representative of the insurance insured and generally does not have
company and is governed by the agent- any contractual agreement to
principal relationship. exclusively serve any one insurance
company.
The agent's primary relationship and
responsibility is to the insurance
company and not the insurance buyer.
The agent is expected to faithfully Insurance broker is expected to
represent his company and offer represent the customer’s interest
whatever is available in the company’s when choosing the right product and
product line to the customer. company that would best fit the
customer’s particular needs.
c) Bancassurance
The term ‘bancassurance’ refers to the collaboration between banks and

insurers to distribute insurance products to the same customers or customer
base. It has emerged as an important distribution channel globally and has
risen in a relatively short time due to the benefits it offered over other
channels in terms of operational cost and efficiencies. This was due to the
wide consumer network that banks had access to. Bancassurance is today
the main distributing channel for life insurance products in many of the
European nations.
In India there are two broad Bancassurance models
i. One is where a bank becomes a corporate agent of an insurer and taps

its customer base to sell insurance products. In this case the employees
of the bank take up the task of selling the products of the insurance
company

CHAPTER 17 INSURANCE CHANNELS
ii. A referral model, where the bank supports the insurance company with
its data base, while the sale of insurance products is done by the
insurance company.
Bancsassurance has gained much momentum as a preferred channel of
marketing for some of the private life insurance companies in India and is a
strong alternative to the agency channel.
d) Direct marketing
This is where the company directly markets to customers through its own
sales force which is made up of employees of the company. They may get a
regular salary and incentives, based on their sales performance.
Diagram 2: Direct marketing approaches
Direct marketing may involve various approaches like
i. Telemarketing (through call centres for instance);

ii. Mail marketing;
iii. Internet and web based marketing and
iv. Work site marketing

LIFE INSURANCE AGENCY PROFESSION CHAPTER 17
Here the life insurer directly communicates and solicits business with the
prospective customer without going through an intermediary.
The presence of so many alternative marketing channels has no doubt made

the marketplace more competitive and challenging. Nevertheless, life
insurance agents who have acquired competence in selling and are able to
build great relationships with their customers have continued to thrive and
ascend to great heights in their profession.
Test Yourself 1
Which of the below statements is incorrect?
I. An individual insurance agent is a representative of the insurance company

and is governed by the agent-principal relationship.
II. An individual insurance agent's primary relationship and responsibility is to
the insurance buyer and not the insurance company.
III. Insurance broker, who represents the insured, generally does not have any
contractual agreement to exclusively serve any one insurance company
IV. Insurance broker is expected to represent the customer’s interest when
choosing the right product and company that would best fit the customer’s
particular needs.
B. Life insurance agency profession
1. Rewards of an agency career in life insurance
The nature of the selling business in life insurance is quite different from
others. Unlike other products, life insurance is intangible. One has to often
create a need in the prospect’s mind and motivate the latter to buy life
insurance. This involves a very high level of concept selling and thus life
insurance sales persons are generally among the most accomplished of sales
professionals. Since they are remunerated through commissions, there is no
limit to what an agent can earn. The limit is set by whatever premium revenues
the agent generates.
Apart from the scope to earn high incomes, an insurance agent can also attain a
tremendous amount of job satisfaction and social respect if one’s job is done in
an ethical and professional manner. The rewards and recognitions can be listed
as:
i. Being recognised by the society as a knowledge worker and a

professional.

CHAPTER 17 LIFE INSURANCE AGENCY PROFESSION
ii. Being able to provide solutions to some of the most critical problems of
people around is a matter of immense social value that life Insurance
agents enjoy. Social prestige comes from being instrumental in
financially helping out people who are affected by a misfortune.
How many jobs are as noble as helping a family which is orphaned by

death of its bread winner, or helping to provide for someone in his old
age?
iii. Being able to help people by advising them to take the right policy to
cover their death or old age needs or an accident or an illness or meet
other family needs can be a matter of immense personal satisfaction for
life insurance agents.
iv. Agents deal with multiple clients and keep learning during their
interactions. Over a period of time they become fairly knowledgeable
in many areas simply by dealing with multiple experts. More
significantly, they can become very skilled in dealing with various
kinds of people, in understanding human emotions and being able to
communicate and bring together people of various kinds. They can thus
have the potential to be great community builders.
v. Finally, the life insurance agency is one of the few avocations where one
can be an entrepreneur – it calls for little financial investment. No big
educational or technical qualifications are needed to set up the
business. One is master of oneself and has the freedom that comes from
being one’s own employer. Of course with this freedom comes great
responsibility and a successful life insurance agent quite often builds a
brand around himself / herself by the quality of professional advise they
provide; the trust that they inspire and the great friendships and
relationships that they build.
2. Unique advantages of insurance agents
Insurance agents have unique advantages of working as per their own career
ambitions:
i. If an agent wishes to have a regular commission income, he will meet a

fixed number of prospects or a fixed number of existing customers for
renewal.
ii. If he wants to earn more commission, he will step up his efforts

depending on his appetite for growth. He may even decide to be more
active in some months and less active in other months based on his other
priorities.
iii. If he has appetite for sales, he may be able to synergise with fields of
life insurance, banking etc.

The work – life balance that one can achieve when one is working as per his own
career ambitions is a plus point for insurance agents.
3. Requirements for success in the life insurance agency profession
Let us now dwell a little on what kind of qualities or traits would contribute to
success in the career as an insurance agent or advisor.
Diagram 3: Requirements for success in the life insurance agency profession
a) Fire in the belly
Perhaps the most important requirement is what we call ‘fire in the belly’.
It is difficult to sustain in the profession unless one has a massive hunger to
excel and significantly better one’s financial standing in the process. There
are no free lunches in sales. Success has a price and one can pay that price
only when there is sufficient fire within.
This hunger within is closely related to an entrepreneurial spirit – the

ability to look at one’s work as an exciting adventure and look forward to a
job environment where the only kind of job security comes from the ability
to achieve results and the results don’t come easily. To some extent the
ability to live with uncertainty can come from a background where work and
life was challenging and every meal had to be earned the hard way. But this
need not always be true.
b) Positive self-image
Unless one feels good inside, it is difficult to attract others to oneself. Take
the profile of persons who are considered ‘difficult to get along with’ –
hostile, pompous, negative, always giving excuses, complaining …. the list
may be long – at the heart of it all, you would find an individual who feels
insecure and inadequate.

This insecurity comes from a number of factors – like

i. the tendency to compare oneself with and consequently feel inferior to
others;
ii. the obsession with looking good in others’ eyes;
iii. taking oneself too seriously and
iv. getting upset at the slightest attack on one’s self-image
One of the principal reasons for all the above is a bloated sense of ego and
pre-occupation with oneself and one’s concerns. It is difficult for such a
person to persist for long and consistently perform in sales.
c) Being a self-starter
How much are you self-driven and independent of others. Stephen Covey in
his popular and path breaking work, “The seven habits of highly effective
people” has put it as the first habit – he terms it the “inside out approach”
as contrasted with the “outside in approach”.
In essence, it is about where the locus of control of one’s life and destiny
resides - outside of or within oneself. Ineffective people, according to
Covey, are typically seeking to fix responsibility on “someone - somewhere -
out there” for all that has happened to them. People in this frame of mind
may be okay in a work setting where they are led and supervised by others.
No agent goes very far with such an approach.
d) Ability to relate with and communicate with people
To be a top producer, one would need to be at home with the persons who
are one’s prospective customers. These may often be individuals with lots of
money and egos, difficult to please and demanding in nature. The ability to
relate and connect with people is a great gift. It calls for an ability to feel
what other people feel and put oneself in the other’s shoes. At the same
time one cannot let one’s feelings run riot and take charge of one’s business
sense.
It would also not do to be an introvert. The whole business is after all about
reaching out to others, making friends and influencing people. A sales
person succeeds only when he or she extends affection and care to as wide a
circle as possible. Almost everyone has to be a friend. At the same time one
has to learn to take it in stride when others do not reciprocate – when they
say no.
Case Study
In 1964, an interesting study on “What makes a good salesman” was published

in Harvard Business Review. The authors, David Mayer and Herbert M.
Greenberg, after seven years of intensive field research, came up with an
interesting insight.

They found that a good salesman should have two basic qualities: empathy and
ego drive.
i. Empathy is the ability to feel as the other person does in order to be

able to sell him a product or service. A sales person needs to be more
sensitive to what goes on in the customer’s mind and adopt one’s
approach and communicate accordingly.
ii. Ego drive refers to the sales person’s intense drive and effort to make
the sale, not merely for the money to be gained, but because it is a
personal need one simply has to fulfil.
In other words great sales people typically have a massive hunger to excel and
to improve their financial standing in the process. They also have an
entrepreneurial spirit – the ability to see their work as an exciting adventure
and look forward to a job environment where security comes from the ability to
achieve results. They also have the ability to relate and connect with people.
They are comfortable in networking with others, making friends and influencing
them.
4. Ethics and market conduct
Ethics is derived from the ancient Greek word ethos, which means customs or
habits. In popular language, the term ‘Ethics’ is used to denote a set of
principles for morally correct behaviour. An ethical person is one who has
character, who lives by principles and demonstrates morally correct behaviour.
It essentially means not just doing what one has a right to do but to ensure that
one does the right things. In the work place it implies acting with honesty and
integrity in one’s all dealings with customers and all other associates.
a) Golden rules
Golden rules of ethics are seen in many religious teachings. To give a few
instances:
i. Hinduism: “Good people proceed while considering that what is best for
others is best for them, too”. (Hitopdesha, Hinduism)”.
ii. Judaism: “Thou shalt regard thy neighbour as thyself. (Leviticus 19:18,
Judaism)”.
iii. Christianity: “All things whatsoever ye would that men should do to you,
do ye even so to them. (Matthew 7:12, Christianity)”.
iv. Buddhism: “Hurt not others with that which pains yourself. (Udanavarga
5:18, Buddhism)”.

v. Confucianism: “What you do not want done to yourself, do not to

others. (Analects 15:23, Confucianism)”.
vi. Islam: “No one of you is a believer until he loves for his brother what he
loves for himself. (Traditions, Islam)”.
b) Ethics at work
Some very basic ethical principles to be followed:
 Do good and avoid harm

 Be fair
 Keep your word
 Be true to yourself
Remember, every action of ours creates obligations to six constituencies:
 The prospect
 The company
 The profession
 Allied professionals
 Oneself and others related to us and
 Society and its laws
A vital element for the success of any life insurance or other financial
service company is a strong commitment to high standards of business
practices and market conduct in the insurance and financial
marketplace.
Diagram 4: Major areas of unethical behaviour in insurance sector
Four major areas of unethical behaviour have been identified in the

insurance sector:
i. Misrepresentation
ii. Illustrations
iii. Replacement and
iv. Advice

Let us look at each of these
i. Misrepresentation: stating one thing as another
Any advertisement for insurance is considered unfair if it fails to identify the

product as insurance and this is applicable to advertisements by the
company and its agents. The agent has to comply with rules at the point of
sale such as explaining the exact benefits and features of the insurance
product. The regulation mentions that that the scope of insurance benefits
should be clearly stated in the prospectus that is shown to the prospect
ii. Illustrations
All companies follow a standard format for providing sales illustrations. It is

mandatory to provide illustrations with two scenarios, one optimistic and
one conservative, in respect to likely returns. It is considered unethical to
present only one scenario and suggest that the illustrated one will be
correct. According to 2008 IRDA guidelines on ULIPs, the policy holder must
sign the business illustration along with the proposal form.
iii. Replacement
Surrender, reduced in amount, changed to reduced paid-up insurance,

changed to extended term insurance, taking a policy loan to buy a new
policy, more than 25% withdrawal from an existing plan to buy a new plan or
lapse of an existing policy to purchase a new policy is not generally in the
best interests of the policy holder.
iv. Advice
Do not give any legal or tax advice if you are not an attorney or a CA.
Mis-selling and its implications
In recent years the issue of mis-selling has acquired much significance and has
been the subject of much outcry. This is in part due to the crisis of confidence
arising in the industry with respect to problems of market conduct.
Mis-selling may take various forms – like policies being sold without proper
reference to the needs of the buyer or his/ her risk appetite; benefits to be
received being illustrated without spelling out what is the price / cost the
customer actually has to pay; benefits of investment linked policies illustrated,
but the customer not told that these benefits are not guaranteed but depends
on investment performance of the insurer.
Mis-selling has multiple impacts that are adverse to all participants. The
companies and the industry as a whole get a bad name and this is reflected in
loss of business and decline of growth. Agents and other sales persons, who

have mis-sold, sooner or later lose all their credibility in the market as
customers who have had bitter experiences with these individuals, bad mouth
about them to others. Finally the general loss of confidence of customers can
result in life insurance no longer being a product people want to buy. This can
have serious social consequences because it also results in large sections of
people who need the benefits of insurance being denied it.
c) Code of ethical conduct
It would perhaps be relevant to reproduce here some of the Insurance

Marketplace Standards Association (IMSA) principles:
Principle 1 To conduct business according to high standards of honesty and

fairness and to render that service to its customers which, in the
same circumstances, it would apply to or demand for itself.
Principle 2 To provide competent and customer-focused sales and service.
Principle 3 To engage in active and fair competition.
Principle 4 To provide advertising and sales material that is clear as to
purpose and honest and fair as to content.
Principle 5 To provide for fair and expeditious handling of customer
complaints and disputes.
Principle 6 To maintain a system of supervision and review that is reasonably
designed to achieve compliance with these principles of ethical
market conduct.
d) IRDA code of ethics and market conduct for agents
Let us look at the code of ethics and market conduct for agents prescribed
by the IRDA. These are listed below.
Every insurance agent shall
i. Identify himself and the insurance company of whom he is an insurance

agent;
ii. Disclose his licence to the prospect on demand;
iii. Disseminate the requisite information in respect of insurance products

offered for sale by his insurer and take into account the needs of the
prospect while recommending a specific insurance plan;
iv. Disclose the scales of commission in respect of the insurance product

offered for sale, if asked by the prospect;
v. Indicate the premium to be charged by the insurer for the insurance

product offered for sale;

vi. Explain to the prospect the nature of information required in the

proposal form by the insurer, and also the importance of disclosure of
material information in the purchase of an insurance contract;
vii. Bring to the notice of the insurer any adverse habits or income
inconsistency of the prospect, in the form of a report (called “Insurance
Agent’s Confidential Report”) along with every proposal submitted to the
insurer, and any material fact that may adversely affect the
underwriting decision of the insurer as regards acceptance of the
proposal, by making all reasonable enquiries about the prospect;
viii. Inform promptly the prospect about the acceptance or rejection of the
proposal by the insurer;
ix. Obtain the requisite documents at the time of filing the proposal form
with the insurer; and other documents subsequently asked for by the
insurer for completion of the proposal;
x. Render necessary assistance to the policyholders or claimants or
beneficiaries in complying with the requirements for settlement of
claims by the insurer;
xi. Advise every individual policyholder to effect nomination or assignment

or change of address or exercise of options, as the case may be, and
offer necessary assistance in this behalf, wherever necessary;
No insurance agent shall
i. Solicit or procure insurance business without holding a valid licence;
ii. Induce the prospect to omit any material information in the proposal
form;
iii. Induce the prospect to submit wrong information in the proposal form or
documents submitted to the insurer for acceptance of the proposal;
iv. Behave in a discourteous manner with the prospect;
v. Interfere with any proposal introduced by any other insurance agent;
vi. Offer different rates, advantages, terms and conditions other than those
offered by his insurer;
vii. Demand or receive a share of proceeds from the beneficiary under an

insurance contract;
viii. Force a policyholder to terminate the existing policy and to effect a new
proposal from him within three years from the date of such termination;

ix. Apply for fresh licence to act as an insurance agent, if his licence was
earlier cancelled by the designated person, and a period of five years
has not elapsed from the date of such cancellation;
x. Become or remain a director of any insurance company;
Every insurance agent shall, with a view to conserve the insurance business
already procured through him, make every attempt to ensure remittance of
the premiums by the policyholders within the stipulated time, by giving
notice to the policyholder orally and in writing
5. Professionalism
What is meant by ‘professional’?
Definition
Webster’s dictionary uses the term professional in two ways:
i. One is the following of a profession for gain or livelihood
ii. Second sense is in terms of conduct, aims, or qualities that characterise
or mark a profession or a professional person.
Let us look at the second definition a little more closely.

a) Characteristics of professionals
If we look at some of the professionals we meet regularly like doctors,
lawyers or chartered accountants, we would notice certain distinctive
characteristics:
i. Firstly that they have been qualified through an extensive process of
education and possess a sound amount of knowledge that has been
systematically acquired.
ii. Secondly, we would observe that they bring a high degree of technical
skill to what they do. They adhere to certain accepted rules of practice
which has been scientifically derived by the profession over long years of
experience. Though doctors and surgeons may have various degrees of
skill, they follow a certain tried and tested procedure which is objective.
iii. Thirdly they adhere to a high degree of ethical standards. In particular
this means putting the customers’ interests above self-interest and also
adherence to morally correct conduct and behaviour.
iv. A fourth characteristic of professionalism is a commitment to lifelong
learning and continuous professional development. Many professions
typically have professional bodies or associations that have been set up
to promote the interests of the profession, including supporting and
enabling their members to continually improve their knowledge and
enhance their skills.

RECRUITMENT, TRAINING AND LICENSING OF AGENTS CHAPTER 17
Test Yourself 2
In 1964, Harvard Business Review published a study on “What makes a good

salesman”. The authors came up with an interesting insight. They found that a
good salesman should have two basic qualities. Which are those two qualities?
I. Affection and zeal to succeed

II. Patience and pro-activeness
III. Empathy and ego drive
IV. Hunger for growth and self-confidence
C. Recruitment, training and licensing of agents
In India, the IRDA regulations with regard to agents have been designed with a
view to bring in an element of professionalism into the life agency business. Let
us consider some of these.
1. Agent regulations
a) Mandated minimum qualification levels of an agent
The regulator has prescribed that the applicant, willing to be recruited as an

individual agent of a life insurance company, must have passed Standard XII
examination or equivalent by any board or institution. In case of rural areas
(having population of less than 5000, as per the last census) the applicant
must have passed Standard X or equivalent
b) Pre-recruitment practical training
When an application is seeking licence for the first time, he / she is

supposed to undergo 50 hours (75 hours in case the candidate has applied
for composite licence) of practical training (from an approved institution) in
life insurance. However, if the applicant possesses additional qualification,
then the practical training requirement is relaxed.
c) Examination
Post the practical training, the applicant needs to take the examination,
conducted by Insurance Institute of India (III) or any other approved
examination body
d) Issue of Licence
After confirming that the applicant

i. possesses the minimum qualification required;
ii. had undergone the practical training;
iii. had passed the examination;

CHAPTER 17 RECRUITMENT, TRAINING AND LICENSING OF AGENTS
iv. had the knowledge to seek and gain insurance business and
v. was capable of providing the necessary service to the policyholders,
the designated officer of the insurance company may issue licence to the
applicant
e) Ethics and code of conduct
The agent is constantly bound by the ethics and code of conduct.
f) Renewal of Licence
The licence issued to the agent is valid for three years and needs to be
renewed. Before the licence could be renewed, the applicant needs to
undergo renewal training of 25 hours (35 hours in case of composite licence)
from an approved institution.
g) Cancellation of Licence
The designated officer of the insurance company may cancel the licence if
the agent suffers from any of the disqualifications like:
i. Being of unsound mind;
ii. Has been found guilty of any criminal misappropriation, breach of trust,
forgery, cheating etc.;
iii. Has participated in any fraud, dishonesty or misrepresentation against

the insured or the insurer;
iv. Has not followed any code of conduct etc. Mentioned in sub-section (4)
of Section 42 of the Insurance Act, 1938
2. Guidelines on persistency for individual agents
Definition
Persistency during a period has been defined as “proportion of policies

remaining in force at the end of the period out of the total policies in force at
the beginning of the period.”
In other words, persistency is the percentage of business retained without

lapsing or without being surrendered. Low persistency means high lapsation and
vice versa. The persistency scores could be computed premium-wise as well
as policy number-wise.
It has been observed that the quality of sale does impact the persistency rate of
the policies. If the quality of sale has been high or good (which means that the
solution offered is based on the need(s) of the client, the policyholder would
not want to lapse or surrender the policy and eventually, its persistency would
be higher and vice versa.

All this while, the agent was not held accountable for low persistency and it was
only the insurer, who had to bear the brunt for low persistency. However,
effective July 1st, 2014, this would change as soon as the guidelines on
persistency get implemented.
3. Standard proposal form
Effective September 2012, a standard proposal form has been adopted by all
life insurers, for all individual policies. This is based on the draft exposure
guidelines issued by IRDA in June 2012.
This standard proposal form comprises of different sections. The section,

pertaining to details of the prospects, needs of the prospects and the agent’s
recommendation thereto, is compulsory. The insurers are also required to
establish a system to measure the adequacy of the analysis of the client’s needs
done with the appropriateness of recommendations made.
Information
Million Dollar Round Table (MDRT)
Founded in 1927, MDRT is an international, independent association with several

thousand members representing hundreds of life insurance companies in 76
countries.
MDRT members are internationally recognised as the standard of sales

excellence in the life insurance and financial services industry - they are
professionals / advisors who serve their clients by exemplary performance and
the highest standards of ethics, knowledge, service and productivity.
How does an agent grow into a professional and then move up the career graph
to become a champion sales producer in the agency business?
To answer this question, it is necessary to understand the role that a life

insurance agent is expected to play. When we use the term “Role” it implies the
distinctive way in which the agent adds value to his or her customer.
Most agents, we must remember, make a sale. Few create a great sales
experience for their customer
4. Agency function
The agency function consists of two distinctive tasks:
i. Building a relation with the customer – which inspires trust and

confidence.

CHAPTER 17 RECRUITMENT, TRAINING AND LICENSING OF AGENTS
ii. Providing expert financial advice to the customer – which enables the
latter to meet his or her needs for insurance in the most appropriate
manner.
Stages in the development of an agent
Let us see how these two functions evolve as an agent advances on a career
path towards success and becomes a sales champion. An agent’s development
could indeed be envisaged as progressing through three stages:
a) As a peddler
This is the stage when an agent has circle of personal contacts where he
tries to push one or two products and their benefits. He is largely ‘shaking
hands’ and getting customers to buy what he has. Sometimes the agent is
lucky - the prospect has been looking for a particular product or solution or
sometimes insurance may be taken as a personal favour. Many agents drop
off here - the rejection, the sense of uncertainty and the loss of self-esteem
are just too much to bear.
b) As a respected professional advisor or consultant in the field of

insurance, personal finance and life cycle planning
The second stage is set when the agent goes beyond mere ‘hand shake’ into
‘hand holding’. He no longer just tries to peddle off the products that he
has but now is actively interested in the client’s needs – asks and seeks to
understand the client’s needs, displays knowledge of products and services
and is skilled at offering financial advice that is unbiased and in the best
interests of his or her client.
This is also the stage when the agent begins to cultivate deeper
relationships with a larger and larger circle of clients and begins to earn a
stream of renewal commissions from the circle of clients that he has built.
Productivity mounts as the agent is now able to achieve a higher conversion
rate (turning prospects into buyers). Blind groping gives way to working to a
plan – he is now engaged more and more in various kinds of personal and
community service and other activities, building goodwill and acquiring a
reputation for professionalism. He gets continual referrals and is the person
to contact when people want to plan their life cycle investments.
c) As social entrepreneur
The third stage is when the agent progresses to become a sort of social
entrepreneur – the CEO of an enterprise, providing insurance and
investment advice and other personal financial services. The enterprise
thrives on a 360 degree relationship with a large circle of customers, and
may even help the clients to secure services of other enterprises / service
providers with which one is networked. The result is to make a range of

service and support systems available at the customer’s doorstep – from

filing income tax returns, to holiday planning, to making a will, to advice on
health or education. The firm thrives on a lifetime partnership with a large
network of clients.
When you decide to take up a career in life insurance agency, you must
enter with a vision. You must go beyond asking how much you can make and
begin to ask ‘how you can serve and make a difference to your customers’. If
you set out with such purpose, success and satisfaction in the agency career
will certainly by yours.
Test Yourself 3
Proportion of policies remaining in force at the end of the period out of the
total policies in force at the beginning of the period is referred to as
___________.
I. Persistency
II. Consistency
III. Uniformity
IV. Reliability

CHAPTER 17 SUMMARY
Summary
 As per the Insurance Act, an agent is one who is licensed under

Section 42 of the Act, authorised to be a salesman for insurance, and
is paid commissions for soliciting, procuring and continuance of the
business.
 Apart from individual agency, other insurance channels include:
 Corporate agency
 Brokers
 Bancassurance
 Direct marketing
 Through an agency career, apart from the scope to earn high

incomes, an insurance agent can also attain a tremendous amount of
job satisfaction and social respect if one’s job is done in an ethical
and professional manner.
 Qualities that would contribute to success in the career as an

insurance agent or advisor include:
 Fire in the belly

 Positive self-image
 Being a self-starter
 Ability to relate and communicate with people
 A good salesman should have two basic qualities: empathy and ego
drive
 Four major areas of unethical behaviour have been identified in the

insurance sector:
 Misrepresentation
 Illustrations
 Replacement
 Advice
 The IRDA has prescribed a code of ethics and market conduct for
agents
 IRDA has laid down the regulations for recruitment, training and
licensing of insurance agents.
 Effective September 2012, a standard proposal form has been

adopted by all life insurers for all individual policies. This is based on
the draft exposure guidelines issued by IRDA in June 2012.

SUMMARY CHAPTER 17
 The Agency Function consists of two distinctive tasks:
 Building a relation with the customer – which inspires trust and

confidence
 Providing expert financial advice to the customer – which enables the
latter to meet his or her needs for insurance in the most appropriate
manner
Key Terms
1. Corporate agency
2. Bancassurance
3. Professionalism
4. Persistency

Answer 1
The statement “An individual insurance agent's primary relationship and

responsibility is to the insurance buyer and not the insurance company” is
incorrect.
The correct statement is “An individual insurance agent's primary relationship

and responsibility is to the insurance company and not the insurance buyer.”
Answer 2
Two basic qualities that a good salesman should have are empathy and ego
drive.
Answer 3
Proportion of policies remaining in force at the end of the period out of the
total policies in force at the beginning of the period is referred to as
persistency.
Question 1
An insurance agent is typically a representative of ______________.
I. Customer
II. Insurance company
III. Government
IV. IRDA
Question 2
Direct marketing involves which of the below?
I. Telemarketing
II. Insurance agents
III. Bancassurance

Question 3
“Hurt not others with that which pains yourself”. This golden rule of ethics is
given in the teaching of which religion?
I. Buddhism
II. Christianity
III. Hinduism
IV. Judaism
Question 4
When an applicant is seeking license for the first time, he / she is supposed to
undergo ________of practical training (from an approved institution) in life
insurance.
I. 25 hours
II. 50 hours
III. 75 hours
IV. 100 hours
Question 5
The license issued to the agent is valid for _________.
I. One year
II. Two years
III. Three years
IV. Five years
Question 6
As per Section 182 of the Indian Contract Act, _____ is a person employed to do
any act for another or to represent another in dealing with a third person.
I. Principal Officer
II. Proxy
III. Mediator
IV. Agent
Question 7
An insurance broker represents _______.
I. Insurance company
II. Insured
III. Association of insurance companies
IV. Community of people who have already taken insurance

Question 8
Which of the below reflects Principle 2 of the Insurance Marketplace Standards

Association (IMSA) principles?
I. To provide competent and customer-focused sales and service.

II. To engage in active and fair competition.
III. To provide for fair and expeditious handling of customer complaints and
disputes.
IV. To maintain a system of supervision and review that is reasonably designed
to achieve compliance with these principles of ethical market conduct.
Question 9
Before the composite licence could be renewed, the applicant needs to undergo
renewal training of ________ from an approved institution.
I. 25 hours
II. 50 hours
III. 35 hours
IV. 75 hours
Question 10
IRDA has decided to implement guidelines on persistency from _______.
I. 1st July 2011

II. 1st July 2012
III. 1st July 2013
IV. 1st July 2014
Answer 1
An insurance agent is typically a representative of insurance company.
Answer 2
Direct marketing involves telemarketing, mail marketing, internet and web

based marketing and work site marketing

Answer 3
“Hurt not others with that which pains yourself”. This golden rule of ethics is
given in the teaching of Buddhism.
Answer 4
When an applicant is seeking license for the first time, he / she is supposed to
undergo 50 hours of practical training (from an approved institution) in life
insurance.
Answer 5
The license issued to the agent is valid for three years.
Answer 6
As per Section 182 of the Indian Contract Act, an agent is a person employed to
do any act for another or to represent another in dealing with a third person..
Answer 7
An insurance broker represents the insured.
Answer 8
Principle 2 of the Insurance Marketplace Standards Association (IMSA) principles

reflects: To provide competent and customer-focused sales and service.
Answer 9
Before the composite licence could be renewed, the applicant needs to undergo
renewal training of 35 hours from an approved institution.

Answer 10
IRDA has decided to implement guidelines on persistency from 1st July 2014.

CHAPTER 18
LIFE INSURANCE SELLING PROCESS
This chapter aims to provide an understanding of the sales process and its
various steps.
Learning Outcomes
A. Sales process

CHAPTER 18 SALES PROCESS
A. Sales process
Every one of us is engaged in selling almost from the day we were born. Each
day we try to persuade, influence and induce one another to do (or not to do)
things in the way we want. However this does not mean that we are all sales
professionals.
Definition
Selling as a profession refers to the act of inducing a commercial transaction

through inducing the purchase of a product or service, such act being carried
out with the intent of earning remuneration.
The salesperson thus seeks to make a livelihood out of selling.
Insurance agents are sales persons who seek to induce members of the
community to buy insurance contacts written by the insurance company that
they represent. The remuneration they enjoy in return is known as a
commission.
Diagram 1: Insurance sales
Types of sales in other industries and life insurance
While all selling involves inducing someone to buy, the nature of the sales
process can differ from industry to industry and would depend on the nature of
the product and industry. The sales person’s role also consequently changes.
Example
i. Fast Moving Consumer Goods (FMCG): are typically mass marketed through
malls and other retail sales outlets. A product like soap, for example, is
promoted through mass media (particularly ads in TV and other visual
media) and the customer asks for it at a retail outlet (e.g. a shopkeeper or
mall).

SALES PROCESS CHAPTER 18
ii. Showroom sales: A car in a show room costs much more than a bar of soap
and the buyer has to be naturally careful when taking a decision to buy. The
sales person does not go to the prospect but instead it is the prospect who
visits the showroom. The sales person has to win the prospective customer’s
confidence and make a convincing case for purchase of the car. The role is
essentially to convert an enquiry into a sale.
iii. Medicines and Drugs: are usually brought from a chemist after being
prescribed by a doctor. Medical Representatives of pharmaceutical
companies visit doctors’ clinics to sell their company’s products and their
features to the doctor. Here the target of sales efforts is a medical expert
who prescribes the brand for the end buyer who buys it from the pharmacy.
The salesman’s role is basically sharing hard medical information with a
professional.
iv. Business to Business (B2B sales): Here the customer is another firm. The
decision to buy may be taken by multiple individuals and often it is a panel
who decides. Purchase is typically through floating a tender and the
selection criteria are fixed and measurable. Decisions are taken on the basis
of careful consideration and evaluation of alternatives. The sales person’s
role is to effectively demonstrate how the product and company meets the
buying criteria better than the competition. It requires presentation skills,
building good relations with multiple players and being sensitive to feedback
and information that can help clinch the deal.
There are two points which distinguish life insurance selling from other products
and industries:
i. Firstly it is said that ‘life insurance is sold, not bought’. In case of many
other products, the prospect has a need for the product and initiates the
enquiry. In the case of life insurance, it is typically the sales person who
has to go to the prospect and induces the need to buy.
ii. The second major difference is that in life insurance, unlike many other
products, one is not selling any tangible product but only an idea – a
promise that would be realised only in the future.
The role of the insurance salesman is to sell this promise and relate to the
prospective customer in such a way as to win trust and confidence about the
fulfilment of the promise far into the future. The element of person to person,
eye to eye selling is perhaps far more in life insurance than any other business.
It is one of the reasons why life insurance is considered difficult to sell. It is also
for this reason that some of the world’s greatest and best known salesmen won
their wings in the life insurance industry.

Sales Process
Selling is both an art and a science. It is an art in the sense that every sales
person brings his own distinct style in the way he communicates, builds rapport
and relations with prospective customers, engages in fact finding and presents
solutions. Does this mean that only a few individuals who have these distinctive
skills can succeed?
It is true that sales people may differ much in style and skills and their chances
of success may vary. Some of them may be able to quickly make contacts with a
lot of prospects and convert them effectively into customers in a short time.
Others may be slower to learn and may move more slowly. The truth one needs
to know is that so long as one does not give up or slacken but persists on the
path, even when there are failures, the law of averages would come to one’s
aid.
What is this law? It means that if a sales person on average is able to convert
one out of every twenty or thirty persons contacted into a customer, he or she
simply needs to adopt a standard process and keep contacting more and more
persons without giving up. The customer base will begin to build over time.
Some sales persons may take longer than others but success is sure. Persistence
is what pays off in the business.
This brings us to the importance of adhering to a well-defined sales process with

clearly sequenced steps. Let us outline the steps:

Diagram 2: Sales Process
Let us look at each of these processes in some detail.
1. Step I: Prospecting (To identify and build up a list of prospects)
Prospects are people to whom we can sell our products. Prospecting is the
process of gathering names of people whom one can approach to secure a sales
interview. Continuous prospecting is absolutely vital to a successful sales
career.
The key to effective prospecting is to target particular markets where we will
be calling on people who have one or more characteristics in common. By
cultivating strong relationships with these people, we can get them interested
in the products we sell immediately, making the process of prospecting much
easier. Let us look at some of these markets.

a) Immediate group
The easiest people to approach would be one’s family and friends. We know
the needs of these people and would be able to approach them on a
favourable basis. Also relatively easy to approach are people with whom we
do business; people who work in the food stores, clothing stores, banks, etc.
Other such people would be those who know us such as friends,
acquaintances, people who belong to the same organisations, and so forth.
To sum up, these prospects form part of what we call the sales person’s
natural market. They are people who should at least grant us an interview if
we contact them.
b) Natural market
A second source of contacts is the natural market. This consists of people

who may not be part of one’s immediate circle of relatives, friends and
other acquaintances but one is in a position to know and get acquainted
with them because of sharing something in common with these people. If we
just look around we would see many groups who may form part of our
natural markets:
 members of a caste or community association;
 members of a church congregation or a Satsang group;
 members of a parents – teachers association (PTA);
 members of a cultural association or a temple festival committee or
a trade union
c) Centres of influence (COIs)

One way to get to a large number of prospects is by taking help from people
who are visible and influential leaders and whose words are valued by
others. We are referring to centres of influence – community leaders, social
and political workers, professionals like Chartered Accountants or Lawyers
or well-known businessmen.
The secret is to secure this person as a satisfied client whom you have
served well and then to seek his or her help to find other new prospects.
Even if he or she is not yet your client, it is enough he or she should know
about your dedication and passion to help other people and should be
confident about your knowledge and sense of professionalism. Another
important condition is that he or she should like you and be interested in
helping you.
d) References, introductions and testimonials

Just as you can tap a centre of influence, you can also seek the help of
other satisfied customers as well as prospects who has not yet bought or
may not buy from you for some reason, but still has been impressed and
favourably disposed to you by your dedication and professionalism.

i. A reference is a name of another potential prospect which is provided as

a lead, by your client or prospect or centre of influence or any other
person, whom you may be able to support with your solutions.
ii. Introduction: An even better way may be to ask for an introduction.

Here the salesperson asks for a small letter of introduction or a note to
the person referred. Typically one could ask for a visiting card at the
back of which or attached to which, a small note may be added,
introducing one to the referred person.
The best form of introduction would off course be where one’s

benefactor picks up the phone and calls his or her contact to introduce
the agent, intimating that she would be contacting that person shortly.
One’s chances of success would multiply, especially if the person who
refers is one whose word is respected and taken seriously.
iii. A testimonial is a kind of statement which one may seek from a satisfied
customer, affirming that the latter has done business with the
salesperson and has been very satisfied with the services and solutions
rendered. It is a kind of vouching for the sales person’s credentials. A
testimonial would be very relevant when one is dealing with a circle of
professionals who want adequate proof about the sales person’s
professional credentials.
e) Other service providers
There is a whole range of service providers who are not our competitors.
They may include laundry men, real estate agents, lawyers, shop keepers,
doctors and others whose services are regularly needed and sought by
members of the lay public. The basic principle applied here is that of
reciprocity. The agent agrees to be the eyes and ears for the other party,
and in turn gets them to make her visible and recommended.
Good agents use this source very effectively. Indeed if were to make a visit
to our milkman or laundryman, we may see a sign board asking one to
contact so and so, with a contact number, for all one’s insurance needs.
f) Conducting seminars and events
This is a professional, efficient method of selling, on a group basis. We can

use it to attract both new and existing customers alike. Since we’re already
dealing with existing customers, we can always ask them to invite a friend
or partner along with them. Advertisements in the area of the seminar also
can increase the numbers.

g) Information pieces, newsletters, blogs and web based networking
It may not be easy or even viable to conduct seminars and events on a

regular basis.
i. Email
Another way to get your message and presence registered in the minds of a
large number of prospects is to send them information by mail or hand drops
on a regular basis. This can be done almost free of charge today in the form
of e–mails.
ii. Newsletter
Another way to communicate regularly is through a newsletter. In both

cases, the purpose is to inform readers about various subjects in the form of
well-informed write ups. In designing newsletters you can involve some of
your important customers and prospects, especially if their views are sought
by members of their network.
iii. Personal website or blog

Yet another approach is to have a presence on the worldwide web in the
form of a personal website. It may be a little expensive to begin with but it
is a way for getting across to a wide circle of individuals who today spend a
lot of their time in cyber space.
iv. Social networking sites
Finally there is Facebook and other social networking sites where you can
access millions of others almost anywhere in the world.
h) Cold calling
This approach is used by many sales people in many different industries, not
just financial services. This is where we make approaches to people or
companies unannounced. It is tough and we have to able to accept
rejection, but it can be a very quick way of gathering names and getting
people to see. A good number of top sales people allocate some of their
time to cold calling simply because it works.
i) A prospects’ file
It is most important that we establish a prospects’ file. This is simply a book
or register or data base containing all the vital information about each of
our prospects with details and date when the prospect should be called on.
A prospects’ file is an ever-changing tool. New names must be added
continuously on a daily basis and old names must be discarded if the
individual is not receptive to our sales efforts. We must be sure that we
have enough prospects to call on each day.

2. Step II: The pre-interview approach
Qualifying every prospect in the prospects’ list and getting appointments is the
next step.
Definition
"Qualified" prospects are those people
 who can pay for insurance,

 who can pass the company underwriting requirements,
 who have one or more needs for insurance products, and
 who can be approached on a favourable basis
We need to gather enough meaningful information on each name in our

prospect-list before we can call on them. The process is called qualifying the
prospect.
It is important to collect as much relevant information as possible so as to
proactively ensure that one’s efforts are in the desired direction. This also
enables us to convince the prospect that we do possess necessary knowledge
and skills to meet his or her particular needs, thus making a favourable
impression.
The initial contact can be made through a letter, by telephone, or in a face-to-
face meeting. Whatever method is used, the objective is the same: to get the
prospect to consent to an interview where we can understand his or needs and
in turn get an opportunity to explain the service that we have to offer.
In order to do this our pre-approach communication should include:
 Something that will arouse the prospect's interest
 Offering of a valuable service
 Making it clear that no commitment is being made
 Use of a third party influence, if possible
 Use of alternatives in order to get an affirmative response
 Obtaining a definite appointment
It is important that during our first contact with the client, we introduce
ourselves in a manner that can generate rapport and also some trust and
comfort feeling.
3. Step III: The sales interview: Conducting a need – gap analysis
After being successful in obtaining an interview, it is vital to do it in a
systematic and professional manner. The first step is to make a proper approach
which automatically and smoothly leads to the fact finding part of the sales
interview. The approach basically consists of an introductory conversation in the
course of which we are able to identify one or more needs of the prospect and
get the latter to agree that these are significant needs for insurance protection.
Once there is mutual agreement on these one can move forward.

In need gap analysis we engage in a process of gathering detailed information

about the prospect’s insurance requirements, to identify and determine the
assets and perils for which there is inadequate coverage. The objective here is
to collect as much additional information about the prospect as possible. This
additional information helps to identify specific needs of the prospect in a more
cogent way, to suggest solutions to those needs, and to help the prospect find
the money to pay the premiums.
Need Analysis Method
In need analysis method we do the following things:
i. the present and the future needs of the family are analysed;
ii. the monetary value of these needs are then calculated;
iii. the difference between the funds so needed to meet these needs and the
available fund with the family as at present is ascertained
This difference is taken to be the required amount of risk cover.
Needs method takes account of the pressing needs of the family, showing how
insurance can be added at various stages in the individual’s life as needs
increase and income also improves. However the estimation of the potential
estate of the insured, that we considered earlier when we talked about Human
Life Value, is ignored here. The needs approach however makes selling easier.
The needs of the family can be enumerated as under:
i. Clean-up funds for medical expenses, funeral expenses,

succession/inheritance expenses, outstanding loans etc.
ii. Readjustment income: enough income for permitting enough time to
smoothly shift to a required adjustment in living conditions;
iii. Income for family: till children are self-supporting;
iv. Life income for spouse: after children become independent;
v. Special needs: mortgage redemption, emergency medical needs, marriage
of daughter, and higher education of children etc.
The above broadly covers all the foreseeable needs and substantially defines
the ambit that an insurance salesperson can address.
4. Step IV: Designing the solution
After completing the previous steps, we should know enough about the prospect
to design and recommend a solution that is best for him or her at this point in
time given all of his or her financial circumstances. In many cases, especially if
the problems and solutions are of a simple nature, we would be able to
recommend a solution and move on to closing the sale in one interview.

In other cases, where the situation is more complicated, we may need to spend
some time in our office for developing the proper solution, then return to the
prospect and make our recommendation in a second interview.
If we attempt to conduct the fact-finding session and present our solution all in
one interview, we must be prepared to build a bridge from the fact-finding
phase to the solution and recommendation phase. This requires identifying the
prospect's most critical need, pointing out that need and getting an affirmative
reaction from the prospect that this is indeed a very important need in his or
her mind. We would then be in a position to present our prospect with a
solution to the problem.
Typically one should conclude the initial fact finding interview with a promise
to return soon with appropriate solutions to the prospect’s identified needs.
One should then return to one’s office where one can analyse the prospect's
problems in depth, design one or more solutions to these problems, prepare
one’s proposals and recommendations which would lead to the sale, then make
an appointment with the prospect for the second interview.
There is no specific rule which states the number of interviews one must have
with the prospect. It will depend from case to case. There may be situations
where you may have to conduct more interviews to develop a satisfactory
solution and also win the prospect’s consent to listen to the solution and
consider it.
5. Step V: Presenting the solution
The most important point to remember when presenting our solution is to be

thoroughly prepared. Prior to making our proposal we would want to review the
prospect's needs in detail, go over our solution one final time, and plan to make
our presentation so that it will appeal to our prospect's buying motives. We
would also want to anticipate what objections the prospect might raise to our
proposal.
It is necessary to arrange for presenting our proposal to the prospect, at a time

and place that will be free from interruptions and distractions. As we begin
presenting our solution, we must put the prospect at ease while at the same
time making sure that he or she understands that this is a decision-making
session.
We need to begin by reviewing all the data we obtained in the fact-finding

session and stating each of the prospect's problems in an affirmative manner.
We must ensure we convey to our prospect that we have spent a lot of time
reviewing his / her situation, and that we are quite confident our
recommendations are the best possible solutions to these problems. It is very
important that we relate each feature of our recommendation to some
particular benefit which the prospect will gain from, if he or she buys our
proposal. Rather than describing what we have to offer in technical terms, we
should explain how the prospect will be getting what he or she wants and
needs.

6. Step VI: Handling objections (if any)
Diagram 3: Handling objections
The list of possible objections is a long one. It ranges from prospect being busy,
not interested, thinks he has all the insurance he needs, already has an agent
he deals with, has no money etc.
Finally there is the prospect who may agree with all that you say and have no
objections, but decides to buy the product solutions from someone else. In all
instances it means that the prospect does not have sufficient information to
help him make the decision to buy from you.
If a prospect is “too busy now,” it means you have not provided information
that could pique his interest or overcome his wariness of being ‘sold to’.
Similarly the objection of “no money” can mean that he is not convinced
adequately about why and how he can pay for the insurance. If he does not
trust you, it is because you have not communicated enough information to
overcome his doubts.
The least a salesperson can do is to accept and take responsibility for the fact
that one has not adequately done the job of giving prospects the information
they want to hear and see if there is anything one can do about it. Whatever
the type of objection, we can handle it with this approach. The idea is not to
treat it as a battle between us and the prospect where we win and they lose,
but a discussion in which our sharing of what we know helps to convince them
about the importance of meeting and buying from us.

a) Handling objections through LAPAC
One of the important techniques that one can use for handling objections is
known as LAPAC (Listen, Acknowledge, Probe, Answer and Confirm). This
method can be used to deal with objections at any stage of the sales
process. It respects the prospect’s point of view, shows we are listening and
persuades rather than attacks the prospect. Let us look at its elements:
i. Listen
Actively pay attention to all statements and gestures. This becomes

important especially to know what the underlying concern is. Sometimes
the prospect may need to be gently probed with questions to clarify the
issue.
Example
What does the term ‘no money’ mean?
 Is it that there is no money now or

 Is it that the price is too high to buy it or
 Is it that the prospect does not feel that the money is worth spending?
ii. Acknowledge
It is very important to affirm aloud so that both the prospect and the
salesperson are on the same page. Acknowledgement is also linked to
another very critical act, namely empathising with the prospect. Empathy
does not mean that one necessarily agrees with the position taken by the
other party. But it certainly means that one respects and tries to see it from
the other person’s point of view.
Example
Once you are able to see the prospect’s reluctance to spend the money, you
must express that you can see and understand how he feels. Probably you
have faced a similar situation and some sharing on your part could
demonstrate your understanding of what the other party is going through.
iii. Probe
This step is intended to seek more information about the prospect’s concern
area. Remember that if the prospect has a problem in buying, that problem
or set of problems have to be sorted out by the prospect himself, either by
making a change in his thinking and mind-set or his action.

Example
If the prospect is too busy, he / she must find the time and inclination to
meet you. If money is the problem, he / she needs to find ways to generate
it.
Probing can do two things. If done in a counselling oriented and friendly

manner, a set of gentle questions could guide the prospect towards finding
answers to his / her own concerns. Probing can also help to elicit further
details of the problem situation which causes the objection. Such
information could be important and cannot be overlooked when one is
answering the objection.
iv. Answer
The task here is to obviously provide a carefully worded reply that suits the
situation and is convincing to the prospect. Answers must be directed at and
address the concerns that are raised. They must not be evasive or seek to
deflect the concerns.
v. Confirm
The last step is to confirm whether the prospect is satisfied with the answer
and if there is anything else needing to be known. If the body language and
other signals make you feel that the prospect is not fully convinced, you
may need to offer alternative options that he could consider. Getting this
confirmation is very important because once a prospect says he / she is
satisfied, the ground is laid for moving to the close of the sale.
7. Step VII: Closing the sale
Definition
Closing is the process of persuading the prospect to buy now. The key to
successful closing lies in helping the prospect to want to say "yes".
We begin by summarising the presentation, making sure that the prospect

understands exactly what the proposal is, and then leading the prospect into an
affirmative answer. At this point, when we know that the prospect understands
the proposal and is in an affirmative mood, we can conduct a definite close.
a) Closing methods
i. Implied consent
One approach often used is the "implied-consent" method. We simply start

filling out the application asking a simple question such as "now, your last
name is spelled as ________". If the prospect does not stop us, the sale has
probably been made.

ii. Offering alternatives
Another closing method is to offer the prospect an alternative between two

minor decisions, either of which would lead to a close. For example, we may
ask the prospect if she would prefer to make his payments once a year or
twice a year. Here assumed consent is combined with a seemingly minor
decision.
While making a close it is important that one should not try high pressured
tactics to make a prospect buy something for which there is no real need or
where the prospect cannot afford what is being recommended. Such practices
of selling are unethical.
In other cases where we are persuading the prospect to take positive action, we
must be aware that we are actually rendering an important service to the
prospective customer, which the latter would eventually recognise and
appreciate.
8. Step VIII: Sales follow-through
Between the time that the application is submitted and the policy is completed
and delivered, the four most important responsibilities of the agent are to see
that:
i. The application is clear, complete and accurate
ii. Being actively involved in making sure that any further investigations
that are required gets completed in a convenient and timely manner
iii. The client's advisors, such as accountants or attorneys, are treated in

the same manner that our client is treated and that we do not invade
their areas of expertise, and
iv. That all questions and requests are promptly followed up
9. Step IX: Policy delivery
Delivering the policy is an extremely important step in the insurance sales

cycle. It provides the agent with the opportunity to perform four important
functions:
i. To resell and reaffirm the need
ii. To get the client thinking about the next purchase
iii. To get referrals and
iv. To build prestige

a) Policy delivery procedure
As with the sales process, a proper policy delivery requires a structured, step-
by-step procedure such as:
i. Check the entire policy for accuracy
ii. Prepare the policy and the policy wallet, if available
iii. Telephone the client for an appointment
iv. Thoroughly prepare for the delivery interview
v. Congratulate the client for purchasing the insurance
vi. Explain the features, advantages, and benefits of the policy. Relate all
benefits to the client's actual situation using names of family members,
motivational stories, etc.
vii. Prepare the client for the next sale. Remind the client of the needs that
have not yet been covered. Tell him or her of the need to periodically
review these
viii. Commit sincerely to the client's service. Tell the client we will contact
him / her regularly and that he / she should call us immediately if there
are any questions or problems
ix. Ask the client for referred leads
10. Step X: Commitment to service
Service on the part of the agent is an integral element of the sales cycle.
Essential to a commitment to service is a structured program for maintaining
contact with our clients. Such a program could consist of:
a) Conveying clearly
At the time of the policy delivery, we need to make a service commitment

to our client. We should tell the client that at least once a year we will call
to carefully review his / her insurance program. Many good agents set the
exact date for this service call before leaving the delivery interview.
b) Committing to continuous contact
Throughout the year a good agent should keep in touch with the client in as
many ways as possible. The agent may want to send greeting cards on
birthdays, wedding anniversaries, etc. A small gift that is personal and
useful may be sent from time to time. Newspaper clippings, insurance
related items, picture postcards when on trips, are all tokens of the agent's
thoughtfulness and may be sent to the client on a random basis.

c) Annual service review plan
At least once a year, one must schedule an annual service review with the
client. We should schedule this service call well in advance. During the
annual service review, one can take the opportunity to remind the client
why he / she purchased his / her latest policy, may discuss any needs of the
client which are yet unfulfilled, and if appropriate, can suggest to the client
that additional insurance be purchased at this time to cover his / her
outstanding needs.
Persistency
One of the important reasons for having a proper sales and service follow up is
to ensure that the policy holder continues to keep the policy in force through
regular payment of premiums.
Definition
Persistency may be defined by the percentage of policies / premiums
introduced in a certain year that have been renewed in subsequent years.
It is observed that most policies which lapsed and are not renewed do so within
the first three years. When policies lapse the company loses, because the heavy
costs that have been incurred at the time of acquiring new business may not
have been recovered. More significantly, low persistency is also often a
symptom of dissatisfaction and loss of confidence of the insured with the
insurer. If the agent does not take care of his or her client, both during the
sales and post sales stages, such dissatisfaction can soon lead to loss of
credibility of both the agent and the company he or she represents. Hence it is
very necessary to carefully monitor persistency rates as it is a sure sign of the
health of the company.
The importance of continuous service cannot be overemphasised. It is one of
the critical keys to high persistency. We, particularly in insurance sales, always
need to remember that while our purpose is to provide a need based solution to
the customers we must also sincerely commit to a continuous service that
cannot be matched by any other competitor.
Test Yourself 1
Which of the below statement best describes a “testimonial”?
I. An endorsement from a satisfied customer

II. Test result for a product in a benchmarking test
III. List of tests that a product must pass
IV. Money required to test a product

CHAPTER 18 SUMMARY
Summary
 Selling as a profession refers to the act of inducing a commercial

transaction through inducing the purchase of a product or service,
such act being carried out with the intent of earning remuneration.
 Insurance agents are sales persons who seek to induce members of

the community to buy insurance contacts written by the insurance
company that they represent.
 Prospecting is the process of gathering names of people who can be

approached for a sales interview.
 Target markets for prospecting include:
 Immediate group
 Natural market
 Centres of influence
 References, introductions and testimonials
 Other service providers
 A professional, efficient method of selling on a group basis includes

conducting seminars and events.
 An easy and viable means of reaching out to prospects on a mass

scale include emails, newsletters, personal website or blog, social
networking websites etc.
 "Qualified" prospects are those people:
 who can pay for insurance,

 who can pass the company underwriting requirements,
 who have one or more needs for insurance products, and
 who can be approached on a favourable basis
 During a sales interview with the prospect; the agent should do a

need – gap analysis
 In need gap analysis we engage in a process of gathering detailed

information about the prospect’s insurance requirements, to identify
and determine the assets and perils for which there is inadequate
coverage.
 After completing the sales interview successfully, the agent should

design a solution based on the prospect’s need and present the
solution.

SUMMARY CHAPTER 18
 The agent may handle client objections using the LAPAC (Listen,
Acknowledge, Probe, Answer and Confirm) approach.
 Closing a sale involves persuading the prospect to buy now. While
closing the agent may use the ‘implied consent’ method or offer
alternatives to the prospect.
 Once the sale is closed, the agent should do a sale follow-through

and deliver the policy
 Service on the part of the agent is an integral element of the sales

cycle. Essential to a commitment to service is a structured program
for maintaining contact with our clients.
Key Terms
1. Selling as a profession
2. Sales process
3. Prospecting
4. Natural market
5. Centres of influence
6. Reference
7. Testimonial
8. Qualified prospects
9. Need-gap analysis
10. LAPAC (Listen, Acknowledge, Probe, Answer and Confirm)
11. Closing
12. Implied consent

Answer 1
The correct answer is I.
A testimonial is an endorsement from a satisfied customer.
Question 1
The key to successful closing lies in helping the prospect to say ________.
I. No
II. Don’t know
III. Yes
IV. Maybe
Question 2
Which of the following is not part of sales process?
I. Prospecting
II. Sales interview
III. Loss assessment
IV. Closing
Question 3
Prospecting in an insurance sale is ___________.
I. Gathering the names of people who may be interested in insurance

II. Preparing a list of all the persons in the city
III. Enlisting all the policyholders of the branch office
IV. Preparing list of all the agents in the neighbourhood
Question 4
In insurance, need-gap analysis involves _____________.
I. Identifying the areas where the prospect needs insurance protection

II. Identifying people to work as insurance agents
III. Identifying how much assets a prospect has
IV. Identifying the poverty level of the prospects

Question 5
Cold Calling is ___________.
I. Meeting customers in winter

II. Meeting customers when they are suffering from cold
III. Meeting people unannounced
IV. Meeting customer after fire was extinguished
Question 6
________ as a profession refers to the act of inducing a commercial transaction

I. Marketing
II. Selling
III. Advertising
IV. Promotion
Question 7
I. Life insurance is sold, not bought

II. Life insurance is bought, not sold
III. Life insurance is neither bought nor sold; it is a necessity and hence should
be bought by every individual.
IV. None of the above
Question 8
I. Selling is an art and not a science

II. Selling is a science and not an art
III. Selling is neither an art or a science
IV. Selling is both an art and a science
Question 9
While prospecting for selling insurance, approaching the members of a caste or

community association will be classified under which category?
I. Immediate group
II. Natural market
III. Centres of influence
IV. References and introductions

Question 10
Identify the incorrect statement with regards to a ‘qualified’ prospect.
I. A qualified prospect is one who can pay for insurance

II. A qualified prospect is one who can be approached on a favourable basis
III. A qualified prospect is one who is academically well qualified to buy
insurance
IV. A qualified prospect is one who can pass the company underwriting
requirements
Answer 1
The key to successful closing lies in helping the prospect to say “Yes”.
Answer 2
Loss assessment is not a part of the sales process.
Answer 3
Prospecting in an insurance sale is gathering the names of people who may be

interested in insurance.
Answer 4
Need-gap analysis involves identifying the areas where the prospect needs
insurance protection.
Answer 5
Cold calling involves meeting people unannounced.

Answer 6
Selling as a profession refers to the act of inducing a commercial transaction

Answer 7
The correct statement is “life insurance is sold, not bought”.
Answer 8
Selling is both an art and a science.
Answer 9
While prospecting for selling insurance, approaching the members of a caste or

community association will be classified under natural market category.
Answer 10
Option III is incorrect.

In insurance, while qualifying prospects, their academic qualification does not
have much role to play with the decision for buying insurance.


CHAPTER 19
CUSTOMER SERVICE
In this chapter you will learn the importance of customer service. You will learn
the role of agents in providing service to customers. You will also learn how to
communicate and relate with the customer.
Learning Outcomes
A. Importance of customer service

B. Insurance agent’s role in providing great customer service
C. Communication skills

CHAPTER 19 IMPORTANCE OF CUSTOMER SERVICE
A. Importance of customer service
1. Why customer service?
Customers provide the bread and butter of a business and no enterprise can
afford to treat them indifferently. The role of customer service and
relationships is far more critical in the case of insurance than in other products.
This is because insurance is a service and very different from real goods.
Let us examine how buying insurance differs from purchasing a car.
Car Insurance of the car

It is a contract to compensate against loss or
It is a tangible good, that can be damage to the car due to an unforeseen
seen, test driven and accident in future. One cannot see or touch
experienced. or experience the insurance benefit till the
unfortunate event occurs.
The buyer of the car has an The purchase of insurance is not based on
expectation of some pleasure at expectation of immediate pleasure, but fear
the time of purchase. The / anxiety about a possible tragedy.
experience is real and easy to It is unlikely that any insurance customer
understand. would look forward to a situation where the
benefit becomes payable.
A car is produced in a factory In case of insurance it can be seen that

assembly line, sold in a production and consumption happen
showroom and used on the road. simultaneously. This simultaneity of
The three processes of making, production and consumption is a distinctive
selling and using take place at feature of all services.
three different times and places.
What the customer really derives is a service experience. If this is less than
expected, it causes dissatisfaction. If the service exceeds expectations, the
customer would be delighted. The goal of every enterprise should thus be to
delight its customers.
2. Quality of service
It is necessary for life insurance companies and their personnel, which includes
their agents, to render high quality service and delight the customer.
But what is high quality service? What are its attributes?
A well-known model on service quality (named “SERVQUAL”) would give us

some insights. It highlights five major indicators of service quality:

IMPORTANCE OF CUSTOMER SERVICE CHAPTER 19
a) Reliability: The ability to perform the promised service dependably and

accurately. Most customers regard reliability as being the most
important of the five dimensions of service quality. It is the foundation
on which trust is built.
b) Responsiveness: Refers to the willingness and ability of service

personnel to help customers and provide prompt response to the
customer’s needs. It may be measured by indicators like speed, accuracy
and attitude that are displayed while giving the service.
c) Assurance: Refers to the knowledge, competence and courtesy of

service providers and their ability to convey trust and confidence. It is
given by the customer’s evaluation of how well the service employee has
understood needs and is capable of meeting them.
d) Empathy: Is described as the human touch. It is reflected in the caring

attitude and individualised attention provided to customers.
e) Tangibles: Represent the physical environmental factors that the

customer can see, hear and touch. For instance the location, the layout
and cleanliness and the sense of order and professionalism that one gets
when visiting a life insurance company’s office can make a great
impression on the customer. The physical ambience becomes especially
important because it creates first and lasting impressions, before and
after the actual service is experienced.
3. Customer service and insurance
Ask any leading sales producers in the life insurance industry about how they
managed to reach the top and stay there. You are likely to get a common
answer, that it was the patronage and support of their existing clients that
helped them build their business. You would also learn that a large part of their
income comes from the commissions for renewal of the contracts. Their clients
are also the source for acquiring new customers.
What is the secret of their success? The answer, most likely is, commitment to
serving their customers.
How does keeping a customer happy benefit the agent and the company? To
answer this question, it would be useful to look at customer’s lifetime value.
Definition
Customer lifetime value may be defined as the sum of economic benefits that
can be derived from building a sound relationship with a customer over a long
period of time.

CHAPTER 19 INSURANCE AGENT’S ROLE IN PROVIDING GREAT CUSTOMER SERVICE
Diagram 1: Customer lifetime value
An agent who renders service and builds close relationships with customers;
builds goodwill and brand value, which helps in expanding the business.
Test Yourself 1
What is meant by customer lifetime value?
I. Sum of costs incurred while servicing the customer over his lifetime
II. Rank given to customer based on business generated
III. Sum of economic benefits that can be achieved by building a long term
relationship with the customer
IV. Maximum insurance that can be attributed to the customer
B. Insurance agent’s role in providing great customer service
Let us now consider how an agent can render great service to the customer. The
role begins at the stage of sale and continues through the duration of the
contract. Let us look at some of the milestones in a contract and the role
played at each step.
1. Point of sale - Best advice
The first point for service is the point of sale. One of the critical issues involved
in purchase of life insurance is to determine the amount of coverage (sum
assured) to be bought.

INSURANCE AGENT’S ROLE IN PROVIDING GREAT CUSTOMER SERVICE CHAPTER 19
The agent really begins to earn her commission when she renders best advice on
the matter. Life insurance products, as we have seen, are purchased to meet a
range of protection and saving needs that arise during an individual’s lifetime.
The agent should be able to understand these needs and suggest products whose
benefit features are most appropriate for meeting these needs.
The agent’s role is to relate to the customer as a coach and partner who would
help him to manage his life contingent risk more effectively.
In other words the role of an insurance agent is more than that of a mere sales
person. She also needs to be a personal financial planner and advisor, an
underwriter, a designer of customised solutions and a relationship builder
who thrives on building trust and long-term relationships, all rolled into one.
2. Proposal stage
The agent has to support the customer in filling out the proposal for life
insurance. The insured is required to take responsibility for the statements
made therein.
It is very important that the agent should explain and clarify to the proposer the
details to be filled as answer to each of the questions in the proposal form. In
the event of a claim, a failure to give proper and complete information can
jeopardize the customer’s claim.
Sometimes there may be additional information that may be required to

complete the policy. In such cases the company may inform the customer
directly or through the agent / advisor. In either case, it becomes necessary to
help the customer complete all the required formalities and even explain to him
or her why these are necessary.
3. Acceptance stage
a) First premium receipt (FPR)
It is the agent’s responsibility to ensure that the FPR is issued by the

company to the insured. Promptness in this regard communicates to the
client that his interests are safe in the hands of the agent and the company.
b) Delivery of the policy document
Delivery of the policy is another major opportunity that an agent gets to

make contact with the customer. If company rules permit a policy document
being delivered in person, it may be a good idea to collect it and present
the document to the customer.

CHAPTER 19 INSURANCE AGENT’S ROLE IN PROVIDING GREAT CUSTOMER SERVICE
If the policy is being sent directly by mail, one must contact the customer,
once it is known that the policy document has been sent. This is an
opportunity to visit the customer and explain anything that is unclear in the
document received. This is also an occasion to clarify various kinds of policy
provisions and the policyholder’s rights and privileges that the customer can
avail of. This act demonstrates a willingness to provide a level of service
beyond the sale.
This meeting is also an occasion to pledge the agent’s commitment to

serving the customer and communicating full support.
The next logical step would be to ask for the names and particulars of other
individuals he knows who can possibly benefit from the agent’s services. If
the client can himself contact these people and introduce the agent to
them, it would mean a great breakthrough in business.
c) Premium payment
The agent has to be in touch with the client to remind him / her of
the premium payable so that the policy does not lapse.
The relationship gets strengthened by keeping in touch with the client from
time to time, by greeting him on some occasion like a festival or a family
event. Similarly when there is a moment of difficulty or sorrow, by offering
assistance, one demonstrates that one is available when needs.
4. Claims settlement
The agent has a crucial role to play at the time of claim settlement. It is her
/his task to ensure that the details of claim are immediately informed to the
insurer and any claim investigation that may be necessary are supported to
expedite the process.
5. Other services
The agent, by maintaining regular touch with her / his policyholders, can render
other services to the policyholder such as arranging for prompt issue of
duplicate policy, policy loan payment, change in nomination, assignment and
facilitating revival of lapsed policies.
6. Grievance redressal
The time for high priority action is when the customer has a complaint.
Remember that in the case of a complaint, the issue of service failure (it can
range from delay in correcting the records of the insurer to a lack of promptness
in settling a claim) which has aggrieved the customer is only a part of the story.

COMMUNICATION SKILLS CHAPTER 19
Customers get upset and infuriated a lot more because of their interpretations
about such failure. There are two types of feelings and related emotions that
arise with each service failure:
 Firstly there is a sense of unfairness, a feeling of being cheated.
 The second feeling is one of hurt ego – of being made to look and feel
small.
A complaint is a crucial “moment of truth” in the customer relationship; if the

company gets it right there is a potential to actually improve customer loyalty.
The human touch is critical in this; customers want to feel that they are valued.
If you are a professional life insurance advisor, you would not allow such a
situation to happen in the first place. You would take the matter up with the
appropriate officer of the company. Remember, no one else in the company
has ownership of the client’s problems as much as you do.
Complaints / grievances provide us the opportunity to demonstrate how much

we care for the customer’s interests. They are in fact the solid pillars on which
a life insurance agent’s goodwill and business is built. At the end of every policy
document, the insurance companies have detailed the procedure of grievance,
which should be brought to the notice of the customers at the time of
explaining the document provisions.
Word of mouth publicity (good / bad) has a significant role in selling and
servicing. Remember good service gets rewarded by 5 people being informed,
where as bad service is passed on to 20 people.
Test Yourself 2
In a customer’s mind, there are two types of feelings and related emotions that
arise with each service failure on part of the insurance company. These feelings
are
I. Confusion and empathy

II. Dishonesty and revenge
III. Ignorance and sympathy
IV. Sense of unfairness and hurt ego
C. Communication skills
1. Communication skills in customer service
One of the most important set of skills that an agent or service employee needs
to possess, for effective performance in the work place, is soft skills.

CHAPTER 19 COMMUNICATION SKILLS
Unlike hard skills – which deal with an individual’s ability to perform a certain
type of task or activity - soft skills relate to one’s ability to interact
effectively with other workers and customers, both at work and outside.
Communication skills are one of the most important of these soft skills.
2. Communication and customer relationships
Customer service is one of the key elements in creating satisfied and loyal
customers. But it is not enough. Customers are human beings with whom the
company needs to build a strong relationship.
It is both the service and the relationship experience that ultimately shapes
how the customer would look at the company.
a) Elements that promote trust
What goes to make a healthy relationship? At its heart, of course, there is trust.
At the same time there are other elements, which reinforce and promote that
trust.
Let us illustrate
Diagram 1: Trust
i. Every relationship begins with attraction
One needs to be simply liked and must be able to build a rapport with the
customer. Attraction is very often the result of first impressions that are
derived when a customer comes in touch with the organisation or its
representatives. Attraction is the first key to unlocking every heart.

Without attraction, a relationship is hardly possible. Consider a sales person

who is not liked. Do you really think he or she will be able to make much
headway in the sales career?
ii. The second element of a relationship is one’s presence – being there

when needed:
The best example is perhaps that of a marriage. Is it important for the

husband to be available when the wife needs him? Similarly in a customer
relation, the issue is whether and how the company or its representative
is available when needed. Is he or she fully present and listening to the
customer’s needs?
iii. Communication
There may be instances when one is not fully present and is unable to do full
justice to all the expectations of one’s customers. One can still maintain a
strong relationship if one can speak to the customer, in a manner that is
assuring, full of empathy and conveys a sense of responsibility.
All the above - the impression one creates, or the way one is present and
listens, or the message one sends across to another – are dimensions of
communication and call for discipline and skills. In a sense what one
communicates is ultimately a function of how one thinks and sees.
Companies today emphasise a lot on customer relationship management since
the cost of retaining a customer is far lower than that of acquiring a new
customer. The customer relation occurs across many touch points e.g. while
understanding a customer’s insurance needs, explaining policy cover, handing
over forms. So, there are many opportunities for the agent to strengthen the
relation at each of these points.
3. Process of communication
All communications require a sender, who transmits a message, and a recipient

of that message. The process is complete once the receiver has understood the
message of the sender.
Communication may take place in several forms:
 Oral,
 Written,
 Non-verbal and
 Using body language
It may be face to face, over the phone, or by mail or internet. It may be formal
or informal. Whatever the content or form of the message or the media used,
the essence of communication is given by what the recipient has understood as
being communicated.

It is important for a business to choose how and when it will send messages to
intended receivers.
4. Non-verbal communication
Let us now look at some concepts that the agent needs to understand.
a) Making a great first impression
We have already seen that attraction is the first pillar of any relationship.
You can hardly expect to get business from a customer who does not like
you. In fact many individuals need just a quick glance, of maybe a few
seconds, to judge and evaluate you when you meet for the first time. Their
opinion about you gets based on your appearance, your body language, your
mannerisms, and how you are dressed and speak. Remember, first
impressions last for long. Some useful tips for making a good first
impression are:
i. Be on time always. Plan to arrive a few minutes early, allowing

flexibility for all kinds of possible delays
ii. Present yourself appropriately. Your prospect, whom you are meeting
for the first time, does not know you and your appearance is usually the
first clue he or she has to go on.
 Is your appearance helping to create the right first impression?

 Is the way you dress appropriate for the meeting or occasion?
 Is your grooming clean and tidy – with good haircut and shave, clean
and tidy clothes, neat and tidy make up.
iii. A warm, confident and winning smile puts you and your audience
immediately at ease with one another
iv. Being open, confident and positive
 Does your body language project confidence and self-assurance?

 Do you stand tall, smile, make eye contact, greet with a firm
handshake?
 Do you remain positive even in the face of some criticism or when
the meeting is not going as well as expected?
v. Interest in the other person -The most important thing is about being
genuinely interested in the other person.
 Do you take some time to find out about the customer as a person?
 Are you caring and attentive to what he or she says?
 Are you totally present and available to your customer or is your
mobile phone engaging you during half your interview?

b) Body Language
Body language refers to movements, gestures, facial expressions. The way we

talk, walk, sit and stand, all say something about us, and what is happening
inside us. It is often said that people listen to only a small percentage of what is
actually said. What we don’t say speaks a lot more and a lot louder. Obviously,
one needs to be very careful about one’s body language.
i. Confidence
Here are a few tips about how to appear confident and self-assured – giving
the impression of someone to be seriously listened to:
 Posture – standing tall with shoulders held back

 Solid eye contact - with a "smiling" face
 Purposeful and deliberate gestures
ii. Trust
Quite often, a sales person’s words fall on deaf ears because her audience
does not trust her, her body language does not give the assurance that she is
sincere about what she says. It is very important to be aware of some of the
typical signs that may indicate when one is not honest and believable and be
on guard against them as listed below:
 Eyes maintaining little or no eye contact, or rapid eye movements

 Hand or the fingers are in front of one’s mouth when speaking
 One’s body is physically turned away from the other
 One’s breathing rate increases
 Complexion changes colour; red in face or neck area
 Perspiration increases
 Voice changes such as change in pitch, stammering, throat clearing
 Speech – slow and clear with tone of voice kept moderate to low
Some body movements that indicate defensiveness and non-receptivity

include:
 Hand / arm gestures are small and close to one’s body

 Facial expressions are minimal
 Body is physically turned away from you.
 Arms are crossed in front of body
 Eyes maintain little contact, or are downcast
If your customer expresses any of these, perhaps it is time you checked

yourself and paid more attention to what is going on in the customer’s mind.

5. Listening skills
The third set of communication skills that one needs to be aware about and
cultivate are listening skills. These follow from a well-known principle of
personal effectiveness – ‘first to understand before being understood’. How
well you listen has a major impact on your job effectiveness, and on the quality
of your relationships with others. Let us look at some listening tips.
a) Active Listening: is where we consciously try to hear not only the words
but also, more importantly, try to understand the complete message
being sent by another.
Let us look at some of the elements of active listening. They are:
i. Paying Attention
We need to give the speaker our undivided attention, and acknowledge the
message. Note, non-verbal communication also "speaks" loudly. Some
aspects of attention are as follows:
 Look at the speaker directly
 Put aside distracting thoughts
 Don't mentally prepare a rebuttal!
 Avoid all external distractions (for instance, keep your mobile on
silent mode)
 "Listen" to the speaker's body language
ii. Demonstrating that you are listening
Use of body language plays an important role here. For instance one may:
 Give an occasional nod and smile
 Adopt a posture that is open and draws out the other to speak freely
 Have small verbal comments like yes and uh huh that encourage the
speaker
iii. Provide feedback
A lot of what we hear may get distorted by our personal filters, like the
assumptions, judgments, and beliefs we carry. As a listener, we need to be
aware of these filters and try to understand what really is being said.
 This may require you to reflect on the message and ask questions to
clarify what was said
 Another important way to provide feedback is to paraphrase the
speaker’s words
 Yet a third way is to periodically stop the speaker and make a
summary of what the speaker has said and repeat it back to him or
her

Example
Asking for clarity: From what I have heard, am I right in assuming, that you
have issues about the benefits of some of our saving plans, could you be
more specific?
Paraphrasing the speaker’s exact words: So you are saying that ‘our saving
plans are not providing benefits that are attractive enough’ – have I
understood you correctly?
iv. Not being Judgmental
One of the biggest hurdles to active listening is our tendency to be

judgmental and biased about the speaker. The result is that the listener
may hear, what the speaker says but listens according to her own biased
interpretation of what the speaker might be saying.
Such judgmental approach can result in the listener being unwilling to

allow the speaker to continue speaking, considering it a waste of time.
It can also result in interrupting the speaker and rebutting the speaker
with counter arguments, even before he or she has been able to convey
the message in full.
This will only frustrate the speaker and limits full understanding of the
message. Active listening calls for:
 Allowing the speaker to finish each point before asking questions

 Not interrupting the speaker with any counter arguments
v. Responding appropriately
Active listening implies much more than just hearing what a speaker says.
The communication can be completed only when the listener responds in
some way, through word or action.
Certain rules need to be followed for ensuring that the speaker is not put
down but treated with respect and deference. These include:
 Being candid, open, and honest in your response

 Asserting one’s opinions respectfully
 Treating another person in a way you would like to be treated
yourself
vi. Empathetic listening

Being empathetic literally means putting yourself in the other person’s shoes
and feeling his or her experience as he or she would feel it.

Listening with empathy is an important aspect of all great customer service.

It becomes especially critical when the other person is a customer with a
grievance and in a lot of pain.
Empathy implies hearing and listening patiently, and with full attention, to
what the other person has to say, even when you do not agree with it. It is
important to show the speaker acceptance, not necessarily agreement. One
can do so by simply nodding or injecting phrases such as "I understand" or "I
see."
Test Yourself 3
Which among the following is not an element of active listening?
I. Paying good attention

II. Being extremely judgmental
III. Empathetic listening
IV. Responding appropriately

SUMMARY CHAPTER 19
Summary
 The role of customer service and relationships is far more critical in

the case of insurance than in other products.
 A well-known model on service quality (named “SERVQUAL”) would

give us some insights. It highlights five major indicators of service
quality:
 Reliability,
 Responsiveness
 Assurance,
 Empathy and
 Tangibles
 The secret to the success of leading sales producers in the life

insurance industry is their commitment to serving their customers
 Customer lifetime value may be defined as the sum of economic

benefits that can be derived from building a sound relationship with
a customer over a long period of time.
 The insurance agent needs to be a personal financial planner and

advisor, an underwriter, a designer of customised solutions and a
relationship builder who thrives on building trust and long-term
relationships, all rolled into one.
 The agent has a crucial role to play at the time of claim settlement.
It is her task to ensure that the details of claim are immediately
informed to the insurer and any claim investigation that may be
necessary are supported to expedite the process.
 Soft skills relate to one’s ability to interact effectively with other

workers and customers, both at work and outside.
 The elements that promote trust include:
 Attraction
 Being present
 Communication
 Communication may take place in several forms:
 Oral,
 Written,
 Non-verbal and
 Using body language

CHAPTER 19 SUMMARY
 The agent can make a great first impression on the client by:
 Being on time always

 Presenting himself or herself appropriately
 Always having a warm, confident and winning smile
 Being open, confident and positive
 Being genuinely interested in the other person
 Active listening involves:
 Paying attention,
 Demonstrating that you are listening
 Providing feedback
 Not being judgmental
 Responding appropriately
Key Terms
1. Customer service
2. Quality of service
3. SERVQUAL
4. Customer lifetime value
5. Soft skills
6. Communication
7. Body language
8. Active listening
9. Empathetic listening

Answer 1
Sum of economic benefits that can be achieved by building a long term

relationship with the customer is referred to as customer lifetime value.
Answer 2
In a customer’s mind, there are two types of feelings and related emotions that
arise with each service failure on part of the insurance company. These feelings
are: sense of unfairness and hurt ego
Answer 3
Being extremely judgmental is not an element of active listening.
Question 1
____________ is not a tangible good.
I. House
II. Insurance
III. Mobile Phone
IV. A pair of jeans
Question 2
____________ is not an indicator of service quality.
I. Cleverness
II. Reliability
III. Empathy
IV. Responsiveness

Question 3
In customer relationship the first impression is created:
I. By being confident
II. By being on time
III. By showing interest
IV. By being on time, showing interest and being confident
Question 4
Select the correct statement:
I. Ethical behaviour is impossible while selling insurance

II. Ethical behaviour is not necessary for insurance agents
III. Ethical behaviour helps in developing trust between the agent and the
insurer
IV. Ethical behaviour is expected from the top management only
Question 5
Active listening involves:
I. Paying attention to the speaker

II. Giving an occasional nod and smile
III. Providing feedback
IV. Paying attention to the speaker, giving an occasional nod and smile and
providing feedback
Question 6
_________ refers to the ability to perform the promised service dependably and
accurately.
I. Reliability
II. Responsiveness
III. Assurance
IV. Empathy
Question 7
___________ relate to one’s ability to interact effectively with other workers

and customers, both at work and outside.
I. Hard skills
II. Soft skills
III. Negotiating skills
IV. Questioning skills

Question 8
Which of the below elements promote trust?
I. Communication, assertiveness and being present

II. Politeness, affirmation and communication
III. Attraction, communication and being present
IV. Affirmation, assertiveness and attraction
Question 9
Which of the below tips are useful for making a good first impression?
I. Being on time always

II. Presenting yourself appropriately
III. Being open, confident and positive
Question 10
___________ is reflected in the caring attitude and individualised attention

provided to customers.
I. Assurance
II. Empathy
III. Reliability
IV. Responsiveness
Answer 1
Insurance is not a tangible good.
Answer 2
Cleverness is not an indicator of service quality.
Answer 3
In customer relationship the first impression is created by being confident, on

time and by showing interest.

Answer 4
Ethical behaviour helps in developing trust in the agent and the insurer.
Answer 5
Active Listening involves paying attention to the speaker, giving an occasional

nod and smile and providing feedback.
Answer 6
Reliability refers to the ability to perform the promised service dependably and
accurately.
Answer 7
Soft skills relate to one’s ability to interact effectively with other workers and
customers, both at work and outside.
Answer 8
Attraction, communication and being present are the three elements that
promote trust.
Answer 9
Some useful tips for making a good first impression include: Being on time
always, presenting yourself appropriately, being open, confident and positive
etc.
Answer 10
Empathy is reflected in the caring attitude and individualised attention provided
to customers.

CHAPTER 20
GRIEVANCE REDRESSAL MECHANISM
Insurance industry is essentially a service industry where, in the present

context, customer expectations are constantly rising and dissatisfaction with
the standard of services rendered is ever present. Despite there being
continuous product innovation and significant improvement in the level of
customer service aided by use of modern technology, the industry suffers badly
in terms of customer dissatisfaction and poor image. Alive to this situation the
Government and the regulator have taken a number of initiatives.
IRDA’s regulations stipulate the turnaround times (TAT) for various services that
an insurance company has to render the consumer. These are part of the IRDA
(Protection of Policyholders’ Interests Regulations), 2002.Insurance companies
are also required to have an effective grievance redressal mechanism and IRDA
has created the guidelines for that too.
Learning Outcomes
A. Grievance redressal mechanism- consumer courts, ombudsman

CHAPTER 20 GRIEVANCE REDRESSAL MECHANISM
A. Grievance redressal mechanism
1. Integrated Grievance Management System (IGMS)
IRDA has launched an Integrated Grievance Management System (IGMS) which

acts as a central repository of insurance grievance data and as a tool for
monitoring grievance redress in the industry.
Policyholders can register on this system with their policy details and lodge
their complaints. Complaints are then forwarded to the respective insurance
companies.
Grievance redressal mechanism
IGMS tracks complaints and the time taken for their redressal. The complaints
can be registered at the following URL:
http://www.policyholder.gov.in/Integrated_Grievance_Management.aspx
2. The Consumer Protection Act, 1986
Important
This Act was passed “to provide for better protection of the interest of
consumers and to make provision for the establishment of consumer councils
and other authorities for the settlement of consumer’s disputes”. The Act has
been amended by the Consumer Protection (Amendment) Act, 2002.
Some definitions provided in the Act are as follows:
Definition
“Service” means service of any description which is made available to potential

users and includes the provision of facilities in connection with banking,
financing, insurance, transport, processing, supply of electrical or other energy,
board or lodging or both, housing construction, entertainment, amusement or
the purveying of news or other information. But it does not include the
rendering of any service free of charge or under a contract of personal service.
Insurance is included as a service
“Consumer” means any person who
 Buys any goods for a consideration and includes any user of such goods.
But it does not include a person who obtains such goods for resale or for
any commercial purpose or

GRIEVANCE REDRESSAL MECHANISM CHAPTER 20
 Hires or avails of any services for a consideration and includes beneficiary

of such services.
“Defect” means any fault, imperfection, shortcoming inadequacy in the quality,

nature and manner of performance which is required to be maintained by or
under any law or has been undertaken to be performed by a person in pursuance
of a contract or otherwise in relation to any service.
“Complaint” means any allegation in writing made by a complainant that:
 an unfair trade practice or restrictive trade practice has been adopted

 the goods bought by him suffer from one or more defects
 the services hired or availed of by him suffer from deficiency in any
respect
 price charged is in excess of that fixed by law or displayed on package
 goods which will be hazardous to life and safety when used are being
offered for sale to the public in contravention of the provisions of any law
requiring trader to display information in regard to the contents, manner
and effect of use of such goods
“Consumer dispute” means a dispute where the person against whom a
complaint has been made, denies and disputes the allegations contained in the
complaint.
a) Consumer disputes redressal agencies
“Consumer disputes redressal agencies” are established in each district and

state and at national level.
i. District Forum
 The forum has jurisdiction to entertain complaints, where value of

the goods or services and the compensation claimed is up to Rs.20
lakhs.
 The District Forum is empowered to send its order/decree for
execution to appropriate civil court.
ii. State Commission
 This redressal authority has original, appellate and supervisory

jurisdiction.
 It entertains appeals from the District Forum.
 It also has original jurisdiction to entertain complaints where the
value of goods/service and compensation, if any claimed exceeds Rs.
20 lakhs but does not exceed Rs. 100 lakhs.
 Other powers and authority are similar to those of the District
Forum.

iii. National Commission
 The final authority established under the Act is the National

Commission.
 It has original, appellate as well as supervisory jurisdiction.
 It can hear the appeals from the order passed by the State
Commission and in its original jurisdiction it will entertain disputes,
where goods/services and the compensation claimed exceeds Rs.100
lakhs.
 It has supervisory jurisdiction over State Commission.
All the three agencies have powers of a civil court.
Diagram 2: Channels for grievance redressal
b) Procedure for filing a complaint
The procedure for filing a complaint is very simple in all above three
redressal agencies. There is no fee for filing a complaint or filing an appeal
whether before the State Commission or National Commission. The
complaint can be filed by the complainant himself or by his authorised
agent. It can be filed personally or can even be sent by post. It may be
noted that no advocate is necessary for the purpose of filing a complaint.
c) Consumer Forum Orders

If the forum is satisfied that the goods complained against suffer from any of
the defects specified in the complaint or that any of the allegations
contained in the complaint about the services are proved, the forum can
issue an order directing the opposite party to do one or more of the
following namely,

i. To return to the complainant the price, (or premium in case of

insurance), the charges paid by the complainant
ii. To award such amount as compensation to the consumers for any loss or
injury suffered by the consumer due to negligence of the opposite party
iii. To remove the defects or deficiencies in the services in question
iv. To discontinue the unfair trade practice or the restrictive trade
practice or not to repeat them
v. To provide for adequate costs to parties
d) Nature of complaints
The majority of consumer disputes with the three forums fall in the
following main categories as far as insurance business are concerned
i. Delay in settlement of claims

ii. Non-settlement of claims
iii. Repudiation of claims
iv. Quantum of loss
v. Policy terms, conditions etc.
3. The Insurance Ombudsman
The Central Government under the powers of the Insurance Act, 1938 made
Redressal of Public Grievances Rules, 1998 by a notification published in the
official gazette on November 11, 1998. These rules apply to life and non-life
insurance, for all personal lines of insurances, that is, insurances taken in an
individual capacity.
The objective of these rules is to resolve all complaints relating to settlement

of claim on the part of the insurance companies in a cost effective, efficient
and impartial manner.
The Ombudsman, by mutual agreement of the insured and the insurer can
act as a mediator and counsellor within the terms of reference.
The decision of the Ombudsman, whether to accept or reject the complaint,

is final.
a) Complaint to the Ombudsman
Any complaint made to the Ombudsman should be in writing, signed by the

insured or his legal heirs, addressed to an Ombudsman within whose
jurisdiction, the insurer has a branch/ office, supported by documents, if
any, along with an estimate of the nature and extent of loss to the
complainant and the relief sought.
Complaints can be made to the Ombudsman if:

i. The complainant had made a previous written representation to the

insurance company and the insurance company had:
 Rejected the complaint or

 The complainant had not received any reply within one month after
receipt of the complaint by the insurer
ii. The complainant is not satisfied with the reply given by the insurer
iii. The complaint is made within one year from the date of rejection by the
insurance company
iv. The complaint is not pending in any court or consumer forum or in
arbitration
b) Recommendations by the Ombudsman
There are certain duties/protocols that the Ombudsman is expected to

follow:
i. Recommendations should be made within one month of the receipt of

such a complaint
ii. The copies should be sent to both the complainant and the insurance
company
iii. Recommendations have to be accepted in writing by the complainant
within 15 days of receipt of such recommendation
iv. A copy of acceptance letter by the insured should be sent to the insurer
and his written confirmation sought within 15 days of his receiving such
acceptance letter
c) Award
If the dispute is not settled by intermediation, the Ombudsman will pass an

award to the insured which he thinks is fair, and is not more than what is
necessary to cover the loss of the insured.
The awards by Ombudsman are governed by the following rules:
i. The award should not be more than Rs.20 lakh (inclusive of ex-gratia
payment and other expenses)
ii. The award should be made within a period of 3 months from the date of
receipt of such a complaint, and the insured should acknowledge the
receipt of the award in full as a final settlement within one month of the
receipt of such award
iii. The insurer shall comply with the award and send a written intimation to
the Ombudsman within 15 days of the receipt of such acceptance letter
iv. If the insured does not intimate in writing the acceptance of such award,
the insurer may not implement the award

Test Yourself 1
The ______________ has jurisdiction to entertain complaints, where value of

the goods or services and the compensation claimed is up to Rs.20 lakhs.
I. District Forum
II. State Commission
III. Zilla Parishad
IV. National Commission

CHAPTER 20 SUMMARY
Summary
 IRDA has launched an Integrated Grievance Management System

(IGMS) which acts as a central repository of insurance grievance data
and as a tool for monitoring grievance redress in the industry.
 Consumer disputes redressal agencies are established in each district

and state and at national level.
 As far as insurance business is concerned, the majority of consumer

disputes fall in categories such as delay in settlement of claims, non-
settlement of claims, repudiation of claims, quantum of loss and
policy terms, conditions etc.
 The Ombudsman, by mutual agreement of the insured and the

insurer can act as a mediator and counsellor within the terms of
reference.
 If the dispute is not settled by intermediation, the Ombudsman will

pass award to the insured which he thinks is fair, and is not more
than what is necessary to cover the loss of the insured.
Key Terms
1. Integrated Grievance Management System (IGMS)

2. The Consumer Protection Act, 1986
3. District Forum
4. State Commission
5. National Commission
6. Insurance Ombudsman

Answer 1
The correct answer is I.

The District Forum has jurisdiction to entertain complaints, where value of the
goods or services and the compensation claimed is up to Rs. 20 lakhs.
Question 1
Expand the term IGMS.
I. Insurance General Management System

II. Indian General Management System
III. Integrated Grievance Management System
IV. Intelligent Grievance Management System
Question 2
Which of the below consumer grievance redressal agencies would handle

consumer disputes amounting between Rs. 20 lakhs and Rs. 100 lakhs?
I. District Forum
II. State Commission
III. National Commission
IV. Zilla Parishad
Question 3
Which among the following cannot form the basis for a valid consumer
complaint?
I. Shopkeeper charging a price above the MRP for a product

II. Shopkeeper not advising the customer on the best product in a category
III. Allergy warning not provided on a drug bottle
IV. Faulty products
Question 4
Which of the below will be the most appropriate option for a customer to lodge
an insurance policy related complaint?
I. Police
II. Supreme Court
III. Insurance Ombudsman
IV. District Court

Question 5
Which of the below statement is correct with regards to the territorial

jurisdiction of the Insurance Ombudsman?
I. Insurance Ombudsman has National jurisdiction

II. Insurance Ombudsman has State jurisdiction
III. Insurance Ombudsman has District jurisdiction
IV. Insurance Ombudsman operates only within the specified territorial limits
Question 6
How is the complaint to be launched with an insurance ombudsman?
I. The complaint is to be made in writing

II. The complaint is to be made orally over the phone
III. The complaint is to be made orally in a face to face manner
IV. The complaint is to be made through newspaper advertisement
Question 7
What is the time limit for approaching an Insurance Ombudsman?
I. Within two years of rejection of the complaint by the insurer

II. Within three years of rejection of the complaint by the insurer
III. Within one year of rejection of the complaint by the insurer
IV. Within one month of rejection of the complaint by the insurer
Question 8
Which among the following is not a pre-requisite for launching a complaint with
the Ombudsman?
I. The complaint must be by an individual on a ‘Personal Lines’ insurance

II. The complaint must be lodged within 1 year of the insurer rejecting the
complaint
III. Complainant has to approach a consumer forum prior to the Ombudsman
IV. The total relief sought must be within an amount of Rs.20 lakhs.
Question 9
Are there any fee / charges that need to be paid for lodging the complaint with
the Ombudsman?
I. A fee of Rs 100 needs to be paid

II. No fee or charges need to be paid
III. 20% of the relief sought must be paid as fee
IV. 10% of the relief sought must be paid as fee

ANNEXURE
Question 10
Can a complaint be launched against a private insurer?
I. Complaints can be launched against public insurers only

II. Yes, complaint can be launched against private insurers
III. Complaint can be launched against private insurers only in the Life Sector
IV. Complaint can be launched against private insurers only in the Non-Life
Sector
Answer 1
IGMS stands for Integrated Grievance Management System.
Answer 2
State Commission would handle consumer disputes amounting between Rs. 20

lakhs and Rs. 100 lakhs.
Answer 3
Shopkeeper not advising the customer on the best product in a category cannot
form the basis of a valid consumer complaint.
Answer 4
Complaint is to be lodged with the Insurance Ombudsman under whose

territorial jurisdiction the insurer’s office falls.
Answer 5
Insurance Ombudsman operates only within the specified territorial limits.

Answer 6
The complaint to the ombudsman is to be made in writing.
Answer 7
The complainant must approach the ombudsman within one year of rejection of
the complaint by the insurer.
Answer 8
Complainant need not approach a consumer forum prior to the Ombudsman.
Answer 9
No fee / charges need to be paid for lodging the complaint with the
Ombudsman.
Answer 10
Yes, a complaint can be launched against private insurers.

ANNEXURE
ANNEXURE
List of life insurance companies currently operating in India

Bajaj Allianz Life Insurance
Birla Sun Life Insurance
HDFC Standard Life Insurance
ICICI Prudential Life Insurance
ING Vysya Life Insurance
Life Insurance Corporation of India
Max Life Insurance
PNB Metlife India Insurance
Kotak Mahindra Old Mutual Life Insurance
SBI Life Insurance
Tata AIA Life Insurance
Reliance Life Insurance
Aviva Life Insurance
Sahara India Life Insurance
Shriram Life Insurance
BhartiAxa Life Insurance
Future Generalli India Life Insurance
IDBI Federal Life Insurance
Canara HSBC Oriental Bank of Commerce Life Insurance
AegonReligare Life Insurance
DLF Pramerica Life Insurance
Star Union Dai-ichi Life Insurance
India First Life Insurance
Edelweiss Tokio Life Insurance

Intro Insurance PDF

Uploaded by

Copyright:

Available Formats

Intro Insurance PDF

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Intro Insurance PDF

Uploaded by

Copyright:

Available Formats

CHAPTER 1

A. Life insurance – History and evolution

IC-33 LIFE INSURANCE 1

A. Life insurance – History and evolution

We live in a world of uncertainty. We hear about:

Diagram 1: Events happening around us

Why do these events make us anxious and afraid?

The reason is simple.

i. Firstly these events are unpredictable. If we can anticipate and predict

2 IC-33 LIFE INSURANCE

2. Insurance through the ages

Babylonian Traders The Babylonian traders had agreements where they

3. Modern concepts of insurance

the event of the unfortunate demise of a member, as a result of which each

4. History of insurance in India

The Oriental Life The first life insurance company to be set up

Many other Indian companies were set up subsequently as a result of the

4 IC-33 LIFE INSURANCE

b) Nationalisation of life insurance: Life insurance business was nationalised

c) Nationalisation of non-life insurance: With the enactment of General

5. Life insurance industry today

Currently, there are 24 life insurance companies operating in India as detailed

a) Life Insurance Corporation (LIC) of India is a public sector company

b) There are 23 life insurance companies in the private sector

c) The postal department, under the Government of India, also transacts

I. Insurance Authority of India

B. How insurance works

IC-33 LIFE INSURANCE 5

Modern commerce was founded on the principle of ownership of property. When

Diagram 2: How insurance works

There is however a catch here.

6 IC-33 LIFE INSURANCE

IC-33 LIFE INSURANCE 7

1. How insurance works

c) There is a principle known as pooling. This consists of collecting

e) This process of pooling funds and compensating the unlucky few is

2. Insurance reduces burdens

Diagram 3: Risk burdens that one carries

8 IC-33 LIFE INSURANCE

If an individual undergoes a heart surgery, the medical cost of the same is

In addition there may be some indirect losses.

b) Secondary burden of risk

Let us understand some of these burdens:

By transferring the risk to an insurer, it becomes possible to enjoy peace of

IC-33 LIFE INSURANCE 9

Which among the following is a secondary burden of risk?

I. Business interruption cost

C. Risk management techniques

10 IC-33 LIFE INSURANCE

3. Risk reduction and control

The measures to reduce chance of occurrence are known as ‘Loss Prevention’.

a) Education and training, such as holding regular “fire drills” for

b) Making Environmental changes, such as improving “physical”

c) Changes made in dangerous or hazardous operations, while using

d) Separation, spreading out various items of property into varied locations

IC-33 LIFE INSURANCE 11

For instance one could reduce the loss of inventory by storing it in

a) Risk retention through self-financing involves self-payment for any losses

b) Risk transfer is an alternative to risk retention. Risk transfer involves