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Health Insurance Plan Satisfaction & Claims Experience Survey

Measures how members feel about their health insurance plan—value for cost, network access, claims experience, and renewal intent—for health plans, brokers, or HR benefits teams. An AI follow-up interview reconstructs what actually happened the last time a member tried to use their coverage, surfacing friction that closed-ended ratings miss.

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Sample questions

A preview of what’s in the template. Every question is editable before you launch.

14 questions · ~7 min
Q01
Message

Thanks for taking a few minutes to share feedback on your health insurance plan! Your honest answers help improve coverage and service. This should take about 8 minutes.

Q02
Multiple ChoiceRequired

How do you get your current health insurance coverage?

  • Through my employer
  • Purchased on my own (marketplace/ACA or private)
  • Medicare
  • Medicaid
  • Through a spouse or family member's plan
  • Other
Q03
Opinion ScaleRequired

Overall, how satisfied are you with your current health insurance plan?

Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
Q04
MatrixRequired

How much do you agree with each statement about your plan?

6 rows × 5 columns
  • My monthly premium is worth what I get in return
  • My deductible and out-of-pocket costs are reasonable
  • I have enough doctors and specialists in-network near me
  • My prescription drugs are covered at a reasonable cost
  • It's easy to understand what is and isn't covered
  • +1 more
Columns: Strongly disagree · Disagree · Neutral · Agree · Strongly agree
Q05
Multiple ChoiceRequired

In the last 12 months, have you filed a medical claim or had a claim submitted on your behalf?

  • Yes
  • No
  • Not sure
Q06
Rating Scale

If you filed a claim in the last 12 months, how easy was it to get that claim reviewed and paid correctly?

Range: 1 – 5
Min:Very difficultMax:Very easy
Q07
Price Sensitivity (Van Westendorp)Required

Thinking about your monthly premium for a comparable plan with similar coverage:

  • At what monthly premium would you start to question the quality or coverage of the plan because the price seems too low?
  • At what monthly premium would you consider this plan a bargain — great value for the money?
  • At what monthly premium would you consider this plan starting to get expensive, but you'd still consider it?
  • At what monthly premium would this plan be so expensive that you would not consider it at all?
Q08
Best–Worst Trade-off (MaxDiff)Required

When choosing or renewing a health plan, which factors matter most to you? Pick the most and least important each round.

  • Monthly premium cost
  • Deductible and out-of-pocket maximum
  • Size of the doctor/hospital network
  • Prescription drug coverage
  • Mental health and therapy coverage
  • Ease of getting claims approved
  • Customer service quality
  • Availability of telehealth options
Pick best & worst per setBest:Matters mostWorst:Matters least
Q09
AI Interview

Reconstruct the respondent's most recent real experience trying to use their health insurance — booking a visit, filling a prescription, or filing a claim. Anchor on what happened step by step, whether it was resolved and how long it took, and any point where they got confused, delayed, or denied. If they said filing a claim was difficult, probe specifically what went wrong and what they wish had happened instead; if they haven't used their plan recently, ask what would make them hesitate to use it if they needed to.

Q10
Multiple ChoiceRequired

At your next open enrollment or renewal opportunity, how likely are you to switch to a different health plan?

  • Very likely to switch
  • Somewhat likely to switch
  • Unlikely to switch
  • Not sure / no upcoming choice
Q11
Opinion ScaleRequired

How likely are you to recommend your health insurance plan to a friend or family member in a similar situation?

Scale: 0 – 10
Min:Not at all likelyMax:Extremely likely
Q12
Multiple Choice

Which age range do you fall into?

  • 18-24
  • 25-34
  • 35-44
  • 45-54
  • 55-64
  • 65+
  • Prefer not to say
Q13
Multiple Choice

How many people, including yourself, are covered under your health plan?

  • Just me
  • 2
  • 3-4
  • 5 or more
  • Prefer not to say
Q14
Message

That's everything — thank you! Your responses will be combined with other members' feedback to identify where coverage, cost, or claims handling need to improve.

What’s included

  • AI follow-ups

    Adaptive probes on open-ended answers that pull out detail a static form would miss.

  • Attention checks

    Built-in safeguards against rushed answers and low-quality respondents.

  • AI-drafted copy

    Wording, ordering, and branching written by the AI — tuned to your research goal.

  • Auto report

    Themes, quotes, and a plain-English summary write themselves once responses come in.

How it compares

We reviewed the closest templates from other survey tools. Here’s what they do well — and where this template goes further.

Why this template

  • Goes beyond a satisfaction rating: a matrix question captures agreement across multiple plan dimensions (cost, network, service) in one structured block.
  • Directly measures the claims journey with a filed-claim screener and an ease-of-resolution rating, then uses an AI follow-up interview to reconstruct what actually happened the last time the member tried to use their coverage — surfacing friction that closed-ended ratings miss.
  • Includes pricing sensitivity (Van Westendorp) and a MaxDiff on renewal decision factors, giving benefits teams and brokers quantifiable trade-off data, not just satisfaction scores.
  • Combines renewal/switch intent and recommendation likelihood with demographics (age, household size, coverage source) for clean segmentation — and every AI probe follows a transparent, disclosed prompt rather than a black-box script.

QuestionPro

Health insurance coverage survey questions + sample questionnaire template

This is primarily a question-bank/guide page with a sample questionnaire on health insurance coverage and satisfaction, rather than a single fielding-ready survey object. It's useful as a reference for question wording but requires manual assembly into a live survey. QuestionPro is an established platform with broad distribution and analytics tooling.

What it does well

  • Large library of sample questions covering coverage, satisfaction, and plan features
  • Backed by a mature survey platform with standard analytics and distribution options
  • Content organized as a guide, useful for customizing question wording

Where it falls short

  • Static closed-ended questions only — no adaptive AI follow-up that probes an individual's actual claims experience
  • No automated per-response quality scoring
  • No published, transparent AI prompt methodology since there is no AI interview component

SurveyMonkey

Do You Have Health Insurance? Survey Template

This template reads as a broader coverage-status survey (whether someone has insurance and basic plan details) rather than a deep satisfaction-and-claims-experience instrument. It's a ready-to-send template on a well-known platform, but the scope looks narrower than a dedicated satisfaction/claims/renewal study. Good for quick pulse checks, less suited to diagnosing specific friction points.

What it does well

  • Quick to deploy on a widely used, familiar survey platform
  • Simple format suitable for broad coverage-status screening
  • Standard reporting dashboard included

Where it falls short

  • Static multiple-choice/rating format with no adaptive follow-up to reconstruct a real claims experience
  • Appears focused on coverage status rather than value-for-cost, network access, and renewal intent specifically
  • No automated quality scoring of open-ended responses or transparent AI prompt disclosure

Ready to launch?

Open this template in the editor. Every part is yours to change before the first respondent sees it.

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