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모든 템플릿

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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질문 25개 · 약 11분
Q01
메시지

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
객관식

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

  • Yes
  • No
Q03
객관식

How did you submit your most recent claim?

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

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
객관식

What is the current status of your most recent claim?

  • Resolved — fully approved
  • Resolved — partially approved
  • Denied
  • Still in progress
Q06
의견 척도

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

척도: 1 – 7
최소:Not at all satisfied최대:Extremely satisfied
Q07
드롭다운

What is your age group?

  • 18–24
  • 25–34
  • 35–44
  • 45–54
  • 55–64
  • 65+
  • Prefer not to say
Q08
메시지

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

Q09
객관식

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
의견 척도

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

척도: 1 – 7
최소:Very difficult최대:Very easy
Q11
의견 척도

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

척도: 1 – 7
최소:Far too infrequent최대:Far too frequent
Q12
장문형

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
의견 척도

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

척도: 0 – 10
최소:Not at all likely최대:Extremely likely
Q14
드롭다운

In which region do you currently live?

  • Africa
  • Asia-Pacific
  • Europe
  • Latin America & Caribbean
  • Middle East
  • North America
  • Prefer not to say
Q15
의견 척도

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

척도: 1 – 7
최소:Not at all clear최대:Extremely clear
Q16
의견 척도

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

척도: 1 – 7
최소:Not at all clear최대:Extremely clear
Q17
의견 척도

How would you rate the speed of your claim handling?

척도: 1 – 7
최소:Very slow최대:Very fast
Q18
순위 매기기

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
드래그하여 순위 지정
Q19
객관식

Which gender do you identify with?

  • Woman
  • Man
  • Non-binary
  • Prefer not to say
Q20
의견 척도

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

척도: 1 – 7
최소:Very difficult최대:Very easy
Q21
의견 척도

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

척도: 1 – 7
최소:Very difficult최대:Very easy
Q22
의견 척도

How fair was the final outcome of your claim?

척도: 1 – 7
최소:Very unfair최대:Very fair
Q23
장문형

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

Q24
장문형

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

Q25
AI 인터뷰

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

포함된 기능

  • AI 후속 질문

    정형화된 설문이 놓치는 세부 내용을, 주관식 답변에 맞춰 AI가 심층 질문으로 끌어냅니다.

  • 주의력 확인 장치

    성의 없는 답변과 저품질 응답자를 걸러내는 내장 안전장치입니다.

  • AI가 작성한 문안

    문구, 질문 순서, 분기 로직까지 AI가 연구 목표에 맞춰 작성합니다.

  • 자동 리포트

    응답이 모이면 주요 주제, 인용문, 이해하기 쉬운 요약이 자동으로 작성됩니다.

다른 서비스와 비교

다른 설문 도구의 가장 유사한 템플릿을 검토했습니다. 그 도구들이 잘하는 점과, 이 템플릿이 한발 더 나아가는 지점을 정리했습니다.

이 템플릿을 선택하는 이유

  • 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.

잘하는 점

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

아쉬운 점

  • 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.

잘하는 점

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

아쉬운 점

  • 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.

잘하는 점

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

아쉬운 점

  • 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

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