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Full Screen- Title
- Anti plagiarism certificate
- Declaration
- Certificate (guide)
- Abstract
- Acknowledgement
- Contents
- List of tables
- List of figures
- Abbreviations
- 1.introduction
- 2. Review of literature
- 3. Indian health insurance sector : an overview
- 4. Grievance redressal practices- rules and regulations in India
- 5.customer awareness on grievance redressal practices of health insurance companies in Kerala
- 6.customer perception on grievance redressal practices, service recovery tactics, justice, satisfaction with recovery and loyalty
- 7.agent's and managers perception on grievance redressal practices of health insurance companies in Kerala
- Summary and conclusion
- Bibliography
- Appendices