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Customer Experience

Insurance Claims Experience & Satisfaction Survey

Measures policyholder satisfaction across the full claims journey — from submission through resolution — using CSAT and NPS metrics to pinpoint friction points and improvement opportunities.

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設問の例

テンプレートの内容をプレビューできます。すべての設問は公開前に自由に編集できます。

全25問・約11分
Q01
メッセージ

Thank you for taking part in this survey about your most recent insurance claim experience. Your participation is entirely voluntary, and you may stop at any time. There are no right or wrong answers — we are interested in your honest opinions. All responses are confidential and will be reported only in aggregate. This survey takes approximately 11 minutes to complete.

Q02
選択式

Have you filed an insurance claim in the past 12 months?

  • Yes
  • No
Q03
選択式

How did you submit your most recent claim?

  • Website
  • Mobile app
  • Phone
  • Email
  • In person
  • Through an agent or broker
  • Other (please specify)
Q04
選択式

Through which channels did you receive updates about your claim? Select all that apply.

  • Email
  • SMS / text message
  • Mobile app push notifications
  • Phone call
  • Web portal status page
  • I did not receive any updates
  • Other (please specify)
Q05
選択式

What is the current status of your most recent claim?

  • Resolved — fully approved
  • Resolved — partially approved
  • Denied
  • Still in progress
Q06
オピニオンスケール

Overall, how satisfied are you with your claim handling experience?

スケール: 1 – 7
最小:Not at all satisfied最大:Extremely satisfied
Q07
プルダウン

What is your age group?

  • 18–24
  • 25–34
  • 35–44
  • 45–54
  • 55–64
  • 65+
  • Prefer not to say
Q08
メッセージ

Thank you for taking the time to share your feedback. Your responses will help us identify ways to improve the claims experience.

Q09
選択式

When was your most recent claim submitted?

  • Within the last 30 days
  • 31–90 days ago
  • 3–6 months ago
  • 7–12 months ago
Q10
オピニオンスケール

How easy was it to find where and how to submit your claim?

スケール: 1 – 7
最小:Very difficult最大:Very easy
Q11
オピニオンスケール

How would you rate the frequency of updates you received about your claim?

スケール: 1 – 7
最小:Far too infrequent最大:Far too frequent
Q12
自由回答（長文）

Approximately how many calendar days passed from your claim submission to the final decision? If your claim is still in progress, please estimate the number of days so far.

Q13
オピニオンスケール

How likely are you to recommend this insurance company to a friend or colleague based on your claim experience?

スケール: 0 – 10
最小:Not at all likely最大:Extremely likely
Q14
プルダウン

In which region do you currently live?

  • Africa
  • Asia-Pacific
  • Europe
  • Latin America & Caribbean
  • Middle East
  • North America
  • Prefer not to say
Q15
オピニオンスケール

How clear were the instructions and information required to complete your claim submission?

スケール: 1 – 7
最小:Not at all clear最大:Extremely clear
Q16
オピニオンスケール

How clear and easy to understand were the updates you received?

スケール: 1 – 7
最小:Not at all clear最大:Extremely clear
Q17
オピニオンスケール

How would you rate the speed of your claim handling?

スケール: 1 – 7
最小:Very slow最大:Very fast
Q18
ランク付け

Please rank the following aspects of the claims process from most to least important to you.

  1. Speed of resolution
  2. Clarity of communication
  3. Fairness of outcome
  4. Ease of submission
  5. Supportiveness and empathy
ドラッグして順位を付ける
Q19
選択式

Which gender do you identify with?

  • Woman
  • Man
  • Non-binary
  • Prefer not to say
Q20
オピニオンスケール

How easy was the overall process of completing and submitting your claim?

スケール: 1 – 7
最小:Very difficult最大:Very easy
Q21
オピニオンスケール

How easy was it to reach someone when you had questions about your claim?

スケール: 1 – 7
最小:Very difficult最大:Very easy
Q22
オピニオンスケール

How fair was the final outcome of your claim?

スケール: 1 – 7
最小:Very unfair最大:Very fair
Q23
自由回答（長文）

What is one thing that could be improved about the claims process?

Q24
自由回答（長文）

Approximately how many minutes did it take to complete your claim submission? Please estimate if you are unsure.

Q25
AIインタビュー

Based on your responses in this survey, please share any additional thoughts or feelings about your claim experience.

含まれる機能

  • AIによる深掘り

    自由回答に合わせてAIが追加で質問し、固定のフォームでは拾えない具体的な内容を引き出します。

  • 注意確認設問

    急いだ回答や質の低い回答者を除外する仕組みを標準で備えています。

  • AIが作成する設問文

    文言、設問の順序、条件分岐をAIが調査の目的に合わせて作成します。

  • 自動レポート

    回答が集まると、テーマ、引用、わかりやすい要約が自動で作成されます。

他ツールとの比較

ほかのアンケートツールで最も近いテンプレートを調べました。それぞれの優れている点と、このテンプレートがさらに踏み込んでいる点をまとめています。

このテンプレートを選ぶ理由

  • Maps the full claims journey end-to-end — submission ease, update frequency/clarity, speed of handling, fairness of outcome, and overall CSAT and NPS — rather than a single satisfaction snapshot
  • Includes an AI follow-up interview question that adaptively probes respondents' open-ended comments for context static surveys can't capture
  • Uses a ranking question to reveal which claims-process aspects (speed, communication, fairness, etc.) respondents actually value most, helping prioritize fixes
  • Captures process-specific diagnostics (submission channel, minutes to complete, days to resolution) alongside standard CSAT/NPS scales, plus demographic breakdowns for segmentation

QuestionPro

Insurance claim satisfaction survey questions + sample questionnaire template

This is presented as a guide with sample questions rather than a polished, ready-to-field survey instrument. It covers standard claim satisfaction topics but reads more like reference content for building your own survey than a deployable template.

優れている点

  • Provides sample question wording specific to insurance claims
  • Backed by a large survey-platform ecosystem with broad question-type support

物足りない点

  • No adaptive AI follow-up interviewing — respondents can't be probed further on open-ended answers
  • No automated per-response quality scoring or auto-generated analysis reports
  • No transparent, publishable methodology for how questions were selected or scored

SurveyMonkey

Customer Satisfaction Survey Template For Insurance Agencies

A ready-to-use fielding template, but scoped to general insurance-agency satisfaction rather than the specific claims journey (submission through resolution). Useful for broad agency CSAT tracking but less targeted at claims friction points.

優れている点

  • Deployable template on an established, widely-used survey platform
  • Likely benefits from strong distribution and panel/analytics tooling

物足りない点

  • Static question set with no adaptive AI follow-up or voice interview option
  • No automated quality scoring of individual responses
  • No transparent prompt-level methodology published for the template

SurveySparrow

Insurance Claim Satisfaction Survey Template

A directly comparable, ready-to-field template specifically for insurance claim satisfaction, closely matching our topic scope. It appears to rely on standard fixed question formats without adaptive interviewing.

優れている点

  • Purpose-built for insurance claim satisfaction, directly on-topic
  • Conversational/chat-style UI is part of SurveySparrow's known product design

物足りない点

  • No adaptive AI follow-up probing or guided screen-share tasks
  • No automated per-response quality scoring or auto-generated reporting
  • No published transparent methodology behind the question set

よくあるご質問

「Insurance Claims Experience & Satisfaction Survey」テンプレートにはどのような設問が含まれていますか？

すぐに使える設問が25問含まれており、最初の設問は次のとおりです：「Thank you for taking part in this survey about your most recent insurance claim experience. Your participation is entire…」・「Have you filed an insurance claim in the past 12 months?」・「How did you submit your most recent claim?」。すべての設問は上でプレビューでき、自由に編集できます。

このアンケートの回答にはどのくらい時間がかかりますか？

回答者は通常、25問を約11分で回答し終えます。

テンプレートは編集できますか？

はい。公開前であれば、すべての設問、選択肢、順序を編集できます。設問の追加や削除のほか、調査の目的に合わせた作り直しをAIエディターに依頼することもできます。

このテンプレートは無料で使えますか？

はい。エディターで開けば、すぐに編集を始められます。お試しにアカウントは不要で、無料プランでアンケートを公開できます。

公開の準備はできましたか？

このテンプレートをエディターで開いてみてください。最初の回答者が目にする前に、すべてを自由に変更できます。

このテンプレートを使う無料で始める

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