IDEAS home Printed from https://ideas.repec.org/a/rnd/arimbr/v17y2025i2p552-559.html

Policyholders’ Knowledge in Claiming Life Insurance: A Conceptual Paper

Author

Listed:
  • Azreen Roslan
  • Faziatul Amillia Mohamad Basir
  • Nurul Hidayah Zainal
  • Ainol Fizy Ruslan
  • Mohamad Firdaus Hairuddin
  • Susnaningsih Muat

Abstract

Life insurance is one of the most important insurance products that is available in the market, where its vital function is to provide financial security and protection to the beneficiaries upon the demise of the policyholder. The effectiveness of insurance operations lies in the efficiency with which claims are served to policyholders. Despite its importance, many individuals still lack knowledge of how to claim their life insurance policy. This lack of knowledge poses a threat to both beneficiaries and the nation, particularly given the low ownership of life insurance among individuals in Malaysia. This research investigates the impact of education, claims processes, and intermediary services on claims knowledge within the life insurance sector, utilizing the Resource-Based View as a theoretical framework. The study examines the role of educational initiatives, the claim process and effective intermediary services to enhance policyholders’ knowledge of their rights and responsibilities. Hence, it will lead to more informed decisions and fewer disputes between the policyholders and insurance operators. In the long run, the life insurance companies may boost their competitive advantages and remain sustainable in a dynamic insurance market. Future research should focus more on longitudinal studies to expand the discussions on the factors affecting the policyholders’ claim knowledge

Suggested Citation

  • Azreen Roslan & Faziatul Amillia Mohamad Basir & Nurul Hidayah Zainal & Ainol Fizy Ruslan & Mohamad Firdaus Hairuddin & Susnaningsih Muat, 2025. "Policyholders’ Knowledge in Claiming Life Insurance: A Conceptual Paper," Information Management and Business Review, AMH International, vol. 17(2), pages 552-559.
    • Handle: RePEc:rnd:arimbr:v:17:y:2025:i:2:p:552-559
    DOI: 10.22610/imbr.v17i2(I)S.4637
    as

    Download full text from publisher

    File URL: https://ojs.amhinternational.com/index.php/imbr/article/view/4637/3047
    Download Restriction: no
    File URL: https://ojs.amhinternational.com/index.php/imbr/article/view/4637
    Download Restriction: no
    File URL: https://libkey.io/10.22610/imbr.v17i2(I)S.4637?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Tajudeen Yusuf & Sunday Ajemunigbohun, 2015. "Effectiveness, Efficiency, And Promptness Of Claims Handling Process In The Nigerian Insurance Industry," European Journal of Business and Economics, Central Bohemia University, vol. 10(2), pages 6861:10-686, January.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. AKINDIPE Oluwaleke Ebenezer & ISIMOYA Ogorchukwu Augustine, 2022. "Gross Premium Income And Claims Settlement For Fire Insurance Policy In Nigeria: A Panel Approach," Annals of University of Craiova - Economic Sciences Series, University of Craiova, Faculty of Economics and Business Administration, vol. 2(50), pages 5-14, December.
    2. Ajemunigbohun SUNDAY, 2018. "Policyholder’s Experience of Claims Settlement Methodologies in Motor Insurance Business in Nigeria," Economics and Applied Informatics, "Dunarea de Jos" University of Galati, Faculty of Economics and Business Administration, issue 2, pages 5-11.
    3. Tajudeen Olalekan Yusuf & Sunday Stephen Ajemunigbohun & Gbenga Noah Alli, 2017. "A Critical Review of Insurance Claims Management: A Study of Selected Insurance Companies in Nigeria," SPOUDAI Journal of Economics and Business, SPOUDAI Journal of Economics and Business, University of Piraeus, vol. 67(2), pages 69-84, April-Jun.
    4. Ajemunigbohun Sunday Stephen & Olowokudejo Folake Feyisayo & Adeleke Ismaila, 2022. "Claims Settlement and Risk Attitudes: Evidence from the Motor Insurance Policyholders," Studia Universitatis Babeș-Bolyai Oeconomica, Sciendo, vol. 67(2), pages 33-49, August.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:rnd:arimbr:v:17:y:2025:i:2:p:552-559. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Muhammad Tayyab (email available below). General contact details of provider: https://ojs.amhinternational.com/index.php/imbr .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.