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English Mock Test Chapter 20

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Question 1
How is the complaint to be launched with an insurance ombudsman?
A
The complaint is to be made in writing
B
The complaint is to be made orally over the phone
C
The complaint is to be made orally in a face to face manner
D
The complaint is to be made through newspaper advertisement
Question 2
Which of the below will be the most appropriate option for a customer to lodge an insurance policy related complaint?
A
Police
B
Supreme Court
C
Insurance Ombudsman
D
District Court
Question 3
Which among the following is not a pre-requisite for launching a complaint with the Ombudsman?
A
The complaint must be by an individual on a 'Personal Lines' insurance
B
The complaint must be lodged within 1 year of the insurer rejecting the complaint
C
The total relief sought must be within an amount of Rs. 20 lakhs.
D
Complainant has to approach a consumer forum prior to the Ombudsman
Question 4
Which of the below consumer grievance redress al agencies would handle consumer disputes amounting between Rs. 20 lakhs and Rs. 100 lakhs?
A
District Forum
B
State Commission
C
National Commission
D
Zilla Parishad
Question 5
Are there any fee I charges that need to be paid for lodging the complaint with the Ombudsman?
A
A fee of Rs 100 needs to be paid
B
No fee or charges need to be paid
C
20% of the relief sought must be paid as fee
D
10% of the relief sought must be paid as fee
Question 6
What is the time limit for approaching an Insurance Ombudsman?
A
Within two years of rejection of the complaint by the insurer
B
Within three years of rejection of the complaint by the insurer
C
Within one year of rejection of the complaint by the insurer
D
Within one month of rejection of the complaint by the insurer
Question 7
Which of the following is the duty of an Ombudsman?
A
Recommendation must be made within one month of the receipt of the complaint
B
The copies should be sent to both the complainant and insurance company
C
Both of the above
D
None of the above
Question 8
What does a product defect mean
A
Imperfection
B
Shortcoming
C
Inferior quality
D
All of the above
Question 9
Who is the central repository of insurance grievance data?
A
COPA
B
DAC
C
IGMS
D
III
Question 10
Which among the following cannot form the basis for a valid consumer complaint?
A
Shopkeeper charging a price above the MRP for a product
B
Shopkeeper not advising the customer on the best product in a category
C
Allergy warning not provided on a drug bottle
D
Faulty products
Question 11
Expand the term IGMS.
A
Integrated Grievance Management System
B
Insurance General Management System
C
Indian General Management System
D
Intelligent Grievance Management System
Question 12
Which forum has the jurisdiction to entertain complaints exceeding Rs 100 lakhs?
A
District forum
B
State forum
C
National forum
D
Municipal forum
Question 13
Complaint can be made to the Ombudsman if ___________
A
If the complaint is pending for a long time in any other court
B
Complaint can be made within 2 years from the date of rejection
C
The complainant is not satisfied with the reply given by the insurer
D
None of the above
Question 14
Is there a fee for filling a complaint at the national level?
A
Rs. 10000
B
Rs. 15,000
C
Rs, 5000
D
No fee
Question 15
The awards by the Ombudsman are governed by the following rules
A
Award should not be more than RS 20 lakhs
B
Award should be made within a period of 3 months from the date of receipt of the complaint
C
Insurer shall comply with the award and send a written intimation to the ombudsman within 15 days of the receipt of acceptance
D
All of the above
Question 16
Which act was passed to improve the protection of consumer interests ?
A
1993 the Malhotra committee
B
GIBNA 1872
C
Consumer protection act 1986
D
None of the above
Question 17
Which forum has the jurisdiction to entertain complaints upto Rs 20 lacs
A
District forum
B
State forum
C
National forum
D
Municipal forum
Question 18
Judicial channel for grivience established by the central government is ________________
A
State Forum
B
District Forum
C
National forum
D
Lifeline
Question 19
The ________________ has jurisdiction to entertain complaints, where value of the goods or services and the compensation claimed is up to Rs.20 lakhs.
A
State Commission
B
Zilla Parishad
C
National Commission
D
District Forum
Question 20
Which of the below statement is correct with regards to the territorial jurisdiction of the Insurance Ombudsman?
A
Insurance Ombudsman has National jurisdiction
B
Insurance Ombudsman has State jurisdiction
C
Insurance Ombudsman has District jurisdiction
D
Insurance Ombudsman operates only within the specified territorial limits
Question 21
Can a complaint be launched against a private insurer?
A
Complaints can be launched against public insurers only
B
Complaint can be launched against private insurers only in the Life Sector
C
Yes, complaint can be launched against private insurers
D
Complaint can be launched against private insurers only in the Non-Life Sector
Question 22
IGMS tracks complaints and the time taken for their redressal. The complaints can be registered at the following URL:
A
http://www.policyholder.gov.in/Integrated_Grievance_Management.aspx
B
http://www.policyholder.gov.in/Interest_Grievance_Management.aspx
C
http://www.policyholder.gov.in/Integrated_Government_Management.aspx
D
http://www.policyholder.gov.in/Integrated_General_Management.aspx
Question 23
_________________________ means service of any description which is made available to potential users and includes the provision of facilities in connection with banking, financing, insurance, transport, processing, supply of electrical or other energy, board or lodging or both, housing construction, entertainment, amusement or the purveying of news or other information.
A
Consumer
B
Quality
C
Service
D
GIBNA
Question 24
_________________________ means any person who  Buys any goods for a consideration and includes any user of such goods. But it does not include a person who obtains such goods for resale or for any commercial purpose.
A
Consumer
B
Quality
C
Service
D
Complain
Question 25
_________________________ means any allegation in writing made by a complainant that: ü an unfair trade practice or restrictive trade practice has been adopted ü the goods bought by him suffer from one or more defects ü the services hired or availed of by him suffer from deficiency in any respect ü price charged is in excess of that fixed by law or displayed on package ü goods which will be hazardous to life and safety when used are being offered for sale to the public in contravention of the provisions of any law requiring trader to display information in regard to the contents, manner and effect of use of such goods
A
Consumer
B
Quality
C
Service
D
Complaint
Question 26
_________________________ means a dispute where the person against whom a complaint has been made, denies and disputes the allegations contained in the complaint.
A
Consumer
B
Consumer dispute
C
Service
D
Complaint
Question 27
The awards by Ombudsman are governed by the following rules:
A
The award should not be more than Rs.20 lakh (inclusive of ex-gratia payment and other expenses)
B
The award should be made within a period of 3 months from the date of receipt of such a complaint, and the insured should acknowledge the receipt of the award in full as a final settlement within one month of the receipt of such award
C
All of the above
D
None of the above
Question 28
There are certain duties/protocols that the Ombudsman is expected to follow:
A
Recommendations should be made within one month of the receipt of such a complaint
B
The copies should be sent to both the complainant and the insurance company
C
Recommendations have to be accepted in writing by the complainant within 15 days of receipt of such recommendation
D
All of the above
Question 29
The award of ombudsman should not be more than Rs. _________________ (inclusive of ex-gratia payment and other expenses)
A
30 lakhs
B
15 lakhs
C
20 lakhs
D
10 lakhs
Question 30
The award should be made within a period of ______________ months from the date of receipt of such a complaint, and the insured should acknowledge the receipt of the award in full as a final settlement within one month of the receipt of such award
A
3
B
2
C
1
D
4
Question 31
The insurer shall comply with the award and send a written intimation to the Ombudsman within ___________________ days of the receipt of such acceptance letter
A
15
B
10
C
7
D
30
Question 32
____________________________________ :The procedure for filing a complaint is very simple in all above three redressal agencies. There is no fee for filing a complaint or filing an appeal whether before the State Commission or National Commission. The complaint can be filed by the complainant himself or by his authorised agent. It can be filed personally or can even be sent by post. It may be noted that no advocate is necessary for the purpose of filing a complaint.
A
Consumer Forum Orders
B
Procedure for filing a complaint
C
Nature of complaints
D
Consumer disputes redressal agencies
Question 33
The awards by Ombudsman are governed by the following rules:
A
The insurer shall comply with the award and send a written intimation to the Ombudsman within 15 days of the receipt of such acceptance letter
B
If the insured does not intimate in writing the acceptance of such award, the insurer may not implement the award
C
All of the above
D
None of the above
Question 34
There are certain duties/protocols that the Ombudsman is expected to follow:
A
Recommendations should be made within 2 month of the receipt of such a complaint
B
The copies should be sent to the complainant only
C
Recommendations have to be accepted in writing by the complainant within 15 days of receipt of such recommendation
D
All of the above
Question 35
The award should be made within a period of 3 months from the date of receipt of such a complaint, and the insured should acknowledge the receipt of the award in full as a final settlement within ____________________ month of the receipt of such award
A
3
B
2
C
1
D
4
Question 36
There are certain duties/protocols that the Ombudsman is expected to follow:
A
Recommendations should be made within 2 month of the receipt of such a complaint
B
The copies should be sent to the complainant only
C
Recommendations have to be accepted in writing by the complainant within 15 days of receipt of such recommendation
D
All of the above
Question 37
Which of the below will be the most appropriate option for a customer to lodge an insurance policy related complaint?
A
"District Court
B
Insurance Ombudsman
C
Police
D
"Supreme Court
Question 38
There are certain duties/protocols that the Ombudsman is expected to follow:
A
Recommendations should be made within one month of the receipt of such a complaint
B
The copies should be sent to the insurance company only
C
Recommendations have to be accepted in writing by the complainant within 30 days of receipt of such recommendation
D
All of the above
Question 39
What is the limit of Insurance ombudsman?
A
10 lacs
B
20 lacs
C
30 lacs
D
40 lacs
Question 40
Which of the below statement is correct with regards to the territorial jurisdiction of the Insurance Ombudsman?
A
Insurance Ombudsman operates only within the specified territorial limits
B
Insurance Ombudsman has National jurisdiction
C
Insurance Ombudsman has State jurisdiction
D
Insurance Ombudsman has District jurisdiction
Question 41
There are certain duties/protocols that the Ombudsman is expected to follow:
A
Recommendations should be made within 2 month of the receipt of such a complaint
B
The copies should be sent to both the complainant and the insurance company
C
Recommendations have to be accepted in writing by the complainant within 30 days of receipt of such recommendation
D
All of the above
Question 42
Mr. Roy had a Life insurance policy of 20 lacs. After his sudden demise his family claimed the same from the Insurer but the insurer rejected the same. Then they applied for a justice in COPA District level. Being unhappy with COPA's decision they further applied to the Insurance ombudsman. will ombudsman take the case?
A
No, because the case was in COPA
B
Yes
C
No, because it was beyond Ombudsman limit
D
None of the above
Question 43
Ashis is not getting a death claim of his father's life insurance. He is has submitted the claim documents before 1 years 8 months. The Claim amount is 18 lacs. Now where should he complain against the insurance company?
A
Distinct Level
B
Ombudsman
C
State Level
D
National Level
Question 44
There are certain duties/protocols that the Ombudsman is expected to follow:
A
Recommendations should be made within one month of the receipt of such a complaint
B
The copies should be sent to both the complainant and the insurance company
C
A copy of acceptance letter by the insured should be sent to the insurer and his written confirmation sought within 15 days of his receiving such acceptance letter
D
All of the above
Question 45
The ____________________  needs to be a personal financial planner and advisor, an underwriter, a designer of customised solutions and a relationship builder who thrives on building trust and long-term relationships, all rolled into one.
A
Life assured
B
Life Insured
C
insurance agent
D
None of the above
Question 46
Communication may take place in several forms:
A
Oral
B
Written
C
Non-verbal
D
All of the above
Question 47
Communication may take place in several forms:
A
Oral
B
Written
C
Using body language
D
All of the above
Question 48
Active listening involves:
A
Being on time always
B
Providing feedback
C
Always having a warm, confident and winning smile
D
All of the above
Question 49
There are certain duties/protocols that the Ombudsman is expected to follow:
A
Recommendations should be made within 2 month of the receipt of such a complaint
B
The copies should be sent to the complainant only
C
A copy of acceptance letter by the insured should be sent to the insurer and his written confirmation sought within 15 days of his receiving such acceptance letter
D
All of the above
Question 50
The agent can make a great first impression on the client by:
A
Paying attention
B
Demonstrating that you are listening
C
Providing feedback
D
Being on time always
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