As you know, we are exploring the LIC survey form, and in this article from Jeevan Bima Bazaar, we will understand the third question in detail:
“Do you know anyone who has passed away, and whose nominee has not yet received the claim amount from their LIC policy?”
If you are an LIC agent, this question can play a very important role in your growth. By using the survey in the right way, you can not only establish yourself as a professional life insurance advisor in your area but also grow your life insurance business more effectively.
To achieve this, you first need to understand how to ask this question in a friendly way and what exactly it means. After that, you should think about the possible responses a customer might give and plan your strategy for each one in advance.
At first glance, this question may look very simple. But in reality, it has great value. With just this one question, you can make your customer feel that you truly care about them and want to help and if you succeed in creating that trust during the survey process, it will become a strong foundation for your long-term success as an LIC agent.
Purpose of the Third Question in the LIC Survey Form
The third question in the LIC survey form is:
“Do you know anyone who has passed away, and whose nominee has not yet received the claim amount from their LIC policy?”
When you ask this question to a customer, what you actually want to know is whether the customer is aware of any person who had purchased a life insurance policy from LIC, but unfortunately passed away during the policy term, and whose nominee has still not received the LIC death claim amount.
Remember: You are conducting a survey, and the main purpose is to build the customer’s trust by showing that LIC is the most reliable life insurance company. As an LIC agent, you may have also heard people say:
“Buying a life insurance policy is easy, but getting the claim money is very difficult.”
By asking this question, you get the opportunity to change that perception. You can make the customer understand and believe that just like purchasing a LIC life insurance policy is simple, receiving different types of claims from LIC is also a smooth and transparent process.
In fact, this is the exact purpose of including this question in the LIC survey form— to remove doubts, build confidence, and strengthen LIC’s image as a trusted life insurance provider.
How to Ask the Third Question in the LIC Survey Form
As a trainer, I always explain to my agents that whenever you are in the field and interacting with customers, you must remember one important rule: avoid using complex LIC terms. Such words might be easy for you as an agent, but they can confuse your customer.
For example, terms like Date of Commencement, Survival Benefit, Assignment, Rider and many others may be very clear to you. But the customer you are speaking with may not be familiar with these technical terms.
Always keep this in mind: if the words you use are not understood by your customer, they may not tell you that they didn’t understand. And if that happens, all your efforts might go to waste—whether it is during a survey or while making a life insurance sales presentation.
That is why, when you present this third question from the LIC survey form to a customer, you should first ask the question exactly as it is written. Then, pause for a moment and explain it again in very simple words.
For example, you can say:
“Do you know anyone who had purchased a policy from LIC, but after their death, their family did not receive the claim amount from LIC?”
By asking the question in this simple way, you make sure that your customer understands it clearly, and you build trust by showing that you genuinely care about their concerns.
Customer’s Response to the Third Question in the LIC Survey Form
Once you have asked the question to the customer, the most important thing you should do is remain silent. If the customer is thinking, give them the time to think. Wait patiently so that they can respond.
If the customer does not answer even after two to three minutes, you may politely repeat your question once again. But remember—let the customer give the answer. Do not interrupt or push them.
I want to emphasize this again: after asking the question, you must remain quiet until the customer gives their response. Sometimes, the customer may take five to seven minutes before speaking. Always remember— your silence after asking the question is the key to your success.
Now, the customer can respond immediately or after some thought. Generally, you will get only two possible answers:
- The customer knows someone whose nominee did not receive the LIC death claim even after the policyholder’s death.
- The customer does not know anyone in such a situation.
As an LIC agent, you need to be prepared in advance for both possibilities. For each type of response, you must have a clear strategy. This way, you can impress the customer and make them feel that they are speaking with a truly professional life insurance advisor.
Agent’s Strategy for the Third Question in the LIC Survey Form
During any survey, no matter what question you ask, it is very important to have a clear and effective strategy ready for all possible responses. Since the third question in the LIC survey form is directly related to life insurance claims, it becomes even more important to be well-prepared with a strong and convincing strategy.
When you ask the customer whether they know someone whose nominee did not receive the LIC death claim, their response might make you feel a bit uncomfortable. However, here is an important point to note: if you have discussed the first two questions properly with the customer, then handling this third question will not be difficult for you.
So now, let us understand the strategies that an LIC agent should adopt for the two possible responses to this important question.
When the Customer’s Answer is “Yes”
For a new LIC agent, it can sometimes feel difficult when, in response to this survey question, the customer says that they know someone whose family did not receive the LIC death claim after the policyholder’s death.
From my experience, I can say that in many cases, while your question specifically refers to a death claim, the customer might actually be talking about someone who did not receive their survival benefit, policy loan or surrender value.
I can also confidently say that when you ask this question, some customers may claim that they know several people who never received their LIC death claim. However, such statements are often based on hearsay and not on solid evidence.
Whatever the possibility may be, you should always listen carefully and take the customer’s response seriously. Let us understand this strategy with a possible example:
Suppose a customer says:
“Yes, I know a person whose father passed away a year ago, but the family has still not received the claim from LIC.”
Now, what should you do?
Steps an LIC Agent Should Take:
- Listen carefully to the customer’s complete statement and put a correct mark in the box next to this question in the LIC survey form.
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Take out a diary and, while doing so, say to the customer:
“Sir, I have been conducting this survey in this area for the past one month (mention your actual survey duration). I have met many people during this period, but I am glad that you are the very first person who has told me that someone has not received a death claim from LIC.” -
Open your diary and note down the details while politely asking:
“Sir, can you please tell me the name and address of that person? If you also have their contact number, please share that too.”If the customer provides the name, address, and contact number, write it down carefully in your diary. Complete the rest of the survey first, and after finishing it, call the provided number in front of the customer to understand the real issue and offer your support.
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Before moving on to the next question in the survey, say to the customer:
“Sir, in LIC, once a death claim is registered, it is usually settled within three to six months. In some cases, delays occur because the policyholder had not deposited premiums on time or the nominee did not complete the required claim process. I assure you that I will personally meet this family, understand the real issue, and help them. I am confident that if the claim has been delayed due to any problem, they will soon receive the payment.”
If the Customer is Speaking Based on Rumors
If the customer is making such a statement only on the basis of hearsay, you should remain calm and follow the same strategy that is explained under “When the Customer’s Answer is No.”
When the Customer’s Answer is “No”
From my experience, I can confidently say that during the survey, when you ask this question, most people will tell you that they do not know anyone who has not received their payment from LIC.
Whenever you get this answer, consider it a golden opportunity to make your company Life Insurance Corporation of India (LIC) look even more trustworthy in the eyes of your customer. Remember, when you highlight your company’s strengths, you are indirectly showing the customer that you are a dedicated professional advisor who works not only for the company but also for the benefit of the customer.
At this point, you have two effective ways to impress your customer:
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1. By Sharing the Real Situation (Practical Example)
Let us imagine that you are my customer, and I am speaking directly to you:
“Sir, LIC is the largest life insurance company in India. You will be surprised to know that till today, lakhs of people who purchased life insurance policies from LIC have already completed their policies, received their final payments, and in most cases, they never even had to visit an LIC branch office.
Why? Because when it was time to buy the policy, an LIC agent came to meet them and helped them purchase it. And when it was time to receive the payment, the same agent guided them and made sure they received their claim smoothly.
Compare this with banks, post offices, or other financial institutions- whether it is opening an account, depositing money, activating or deactivating a service, or even withdrawing money- you always have to visit their offices. Yes, today many banking services are available online, but even then, for KYC or other processes, people must physically go to the bank. Now think about people who are less educated or even illiterate. LIC agents ensure that all types of customers get complete service right at their doorstep.
Some may argue that private insurance company agents also provide similar services. That may be true, but I would like to ask- how safe do you feel about your money with private companies? With LIC, your money is completely secure because LIC is a Government of India undertaking, and your investment carries the sovereign guarantee of the Government of India.”
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2. By Sharing Data and Reports
The first method works with almost every customer, but the second method can be used with those who prefer facts and figures. For this, you should always keep IRDAI reports or official LIC data with you.
You can show the customer official proof of how many death claims were registered in the last financial year and how many of them were settled by LIC. For your convenience, LIC has already published the Annual Report 2023–24, which you can download and show to the customer. This report is also available on the official LIC website.
Bonus Tip:
I also suggest that you go through our earlier post titled “Impress Customers with the LIC Profile”, where we discussed in detail how to use LIC’s official profile to build trust with your customers.
Conclusion
The third question in the LIC survey form may seem simple, but it is a powerful way for an LIC agent to build customer trust and highlight LIC’s claim settlement process. Whether the customer answers Yes or No, it gives you the chance to either resolve concerns or strengthen confidence in LIC as India’s most reliable life insurance company.
In the end, this question is not just about claims, it is about showing that LIC stands for trust, service, and security. And when you, as an LIC agent, ask it with confidence and clarity, you prove yourself to be a true professional life insurance advisor dedicated to your customers’ financial well-being.
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