Settlement of insurance disputes and its impact on customer satisfaction Applied research in the National Insurance Company

Abstract

The organizations are exposed to many errors and gaps in the insurance process. During the settlement of compensation, these errors appear and lead to insurance disputes between the insurance parties which affect the customer satisfaction. The importance of research on this subject arises because it is concerned with the possibility of proposing some solutions and treatments to reduce or limit the insurance disputes for the purpose of achieving customer satisfaction. In addition, the research aims to identify the insurance disputes, show their effect on the customer satisfaction and define the relationship of effect and correlation between the two main variables of the field study in the National Insurance Organization. The data obtained from the research sample represented by the National Insurance Organization and its customers were examined by a statistical methods. The results were confirmed to support the two research hypotheses. Accordingly, the research entitled "The effect of insurance disputes between the insurance parties on customer satisfaction" was applied to the National Insurance Organization. The researcher found a significant correlation and effect between the two main variables.

    The sample size consisted of (97) questionnaires. Five of them was found incomplete. The final sample size was (92) of the population of (130) members of manager branches, assistants, stuff and customers of the National Insurance Organization. The questioners were distributed to them as a main tool for collecting data and information. The sample size of this population was determined according to the international model of (D. Morgan). To address the data and information, some statistical methods were used to extract, analyze and interpret the results such as the descriptive statistic:  (The frequency distribution, percentages, the arithmetic mean, the standard deviation and coefficient of variation). The explanatory statistics was also used such as: (the coefficient of consistency Kronbach alpha, Pearson correlation coefficient and simple linear regression). The Statistical Package for Social Science, (SPSS) was used for these analyses.

Based on the results reached by the researcher, the most important of which: the use of arbitration in settling disputes is considered one of the best methods to settle disputes between the parties because it benefits the disputed parties.

The research introduced a number of important recommendations to the research sample National Insurance Organization. The use of friendly means to resolve the insurance disputes instead of resorting to the law and courts, because this is beneficial to both parties.

Keywords: insurance disputes and customer satisfaction.