Análisis de la percepción de los clientes sobre las pólizas de vehículos livianos en la aseguradora Seguros Constitución de Guayaquil

Abstract

The present investigation analyzes the perception of the clients on the policies of light vehicles in the insurer Seguros Constitucion of Guayaquil, for which the general objective is to assess the knowledge of the clients insured about the types of coverage in the process of acquiring a policy of light vehicles with the insurer, which will allow to carry out a diagnosis of the factors that affect the knowledge of the insured clients about the types of coverage in the process of acquiring a policy for light vehicles and to identify the level of knowledge of the insured about the types of coverage in the process of acquiring a light vehicle policy with the insurer to propose improvements in the offer of coverage for light vehicle policies with the insurance company Seguros Constitucion. Qualitative and quantitative research techniques were applied, using surveys and interviews to collect information. The sample was composed of 298 clients of the insurer. Data shows that clients request information from the business advisors, however, distorted information could be delivered due to poorly scanned documents, making it difficult to acquire accurate information. As a result, not many customers are properly informed about insurance coverage. It is important to note that the response from this sample suggests that they have not received enough information about the many coverage options offered by Seguros Constitucion. Finally, it was determined that these results generated recommendations for improvement for the company. These include lowering the deductible and offering discounts to customers who have not experienced any problems during the term of the contract.