The Impact of Modern Supervision on Guaranteeing Policyholders' Rights and Promoting Public Trust

Background & Purpose: The insurance industry’s legitimacy and sustainability rest on protecting policyholders’ rights. Modern supervisory approaches, supported by technological and regulatory innovations, have transformed the mechanisms for ensuring these protections. This study aimed to assess how modern supervisory tools, including digital monitoring, risk-based supervision, and SupTech applications, enhance the protection of policyholders’ rights while fostering public trust and satisfaction in the insurance sector. Design/methodology/approach – This study adopted a quantitative research design to investigate the relationships among modern supervision, policyholders’ rights, and public trust and satisfaction in the insurance industry. The statistical population consisted of customers of an insurance company in Iran. Data were collected through both library research and a field survey. For the empirical analysis, a structured, researcher-developed questionnaire was designed, with all items measured on a five-point Likert scale ranging from “strongly disagree” to “strongly agree.” The validity of the instrument was assessed and confirmed using exploratory and confirmatory factor analyses, ensuring that the constructs were both conceptually sound and statistically reliable. To determine the sample, convenience sampling was employed, and ۳۰۳ participants were selected to enhance the generalizability of the findings. Finally, Partial Least Squares Structural Equation Modeling (PLS-SEM) was applied to test the hypothesized relationships and to evaluate the structural model. Originality/value - The findings indicate that modern supervision has reshaped the insurance industry by adopting proactive, technology-driven oversight that safeguards policyholders’ rights. Through data analysis, regulatory compliance, and risk management, it strengthens market stability and consumer trust. For insurers, adherence to these standards is both an ethical duty and an economic necessity for sustaining confidence and long-term growth.

کلیدواژه ها:

Modern Supervision ، Policyholders’ Rights ، Public Trust ، Customer Satisfaction