Q01
Long Text
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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.
Sample questions
A preview of what’s in the template. Every question is editable before you launch.
25 questions · ~4 min
Q02
Multiple Choice
Have you filed an insurance claim in the past 12 months?
Q03
Multiple Choice
How did you submit your most recent claim?
Q04
Multiple Choice
Through which channels did you receive updates about your claim? Select all that apply.
Q05
Multiple Choice
What is the current status of your most recent claim?
Q06
Long Text
Overall, how satisfied are you with your claim handling experience?
Q07
Long Text
What is your age group?
Q08
Long Text
Thank you for taking the time to share your feedback. Your responses will help us identify ways to improve the claims experience.
Q09
Multiple Choice
When was your most recent claim submitted?
Q10
Long Text
How easy was it to find where and how to submit your claim?
Q11
Long Text
How would you rate the frequency of updates you received about your claim?
Q12
Long Text
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
Long Text
How likely are you to recommend this insurance company to a friend or colleague based on your claim experience?
Q14
Long Text
In which region do you currently live?
Q15
Long Text
How clear were the instructions and information required to complete your claim submission?
Q16
Long Text
How clear and easy to understand were the updates you received?
Q17
Long Text
How would you rate the speed of your claim handling?
Q18
Long Text
Please rank the following aspects of the claims process from most to least important to you.
Q19
Multiple Choice
Which gender do you identify with?
Q20
Long Text
How easy was the overall process of completing and submitting your claim?
Q21
Long Text
How easy was it to reach someone when you had questions about your claim?
Q22
Long Text
How fair was the final outcome of your claim?
Q23
Long Text
What is one thing that could be improved about the claims process?
Q24
Long Text
Approximately how many minutes did it take to complete your claim submission? Please estimate if you are unsure.
Q25
AI Interview
Based on your responses in this survey, please share any additional thoughts or feelings about your claim experience.
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.
Ready to launch?
Open this template in the editor. Every part is yours to change before the first respondent sees it.