Life Insurance Take-Up Rate Influencing Factors Comparison between Malaysia and Japan

Abstract

This study will investigate the factors that influence take-up rates within the Malaysian Life Insurance industry to discover potential opportunities and limitations. For comparative purposes, the study is modelled on Power (2013) who examined four factors affecting customer satisfaction in life insurance in Japan (product, price, customer services and procedures and documentation). This study is exploratory in nature using both secondary research and primary data from questionnaires. The main finding was “Product offerings” being the most significant variation, both an opportunity and limitation, due to the relative maturity, experience and changing trends within the insurance market of Japan, conversely growth, infancy and different dynamics in Malaysia.