Measure policyholder satisfaction with claim filing, adjuster comms, and resolution time. Boost CSAT/NPS and fix bottlenecks in the insurance claims journey.
What's Included
AI-Powered Questions
Intelligent follow-up questions based on responses
Automated Analysis
Real-time sentiment and insight detection
Smart Distribution
Target the right audience automatically
Detailed Reports
Comprehensive insights and recommendations
Sample Survey Items
Q1
Chat Message
Welcome! This survey asks about your most recent claim with any company in the past 12 months. If you have not filed a claim, select “Not applicable” where offered.
Q2
Multiple Choice
When was your most recent claim submitted?
Within the last 30 days
31–90 days ago
3–6 months ago
7–12 months ago
More than 12 months ago
I have never submitted a claim
Q3
Multiple Choice
How did you submit your most recent claim?
Website
Mobile app
Phone
Email
In person
Through an agent/broker
Not applicable (I have never submitted a claim)
Q4
Matrix
Please rate the claim submission experience for your most recent claim.
Rows
Very poor
Poor
Fair
Good
Excellent
Not applicable
Finding where to start the claim
•
•
•
•
•
•
Understanding required documents/information
•
•
•
•
•
•
Time needed to complete the form
•
•
•
•
•
•
Technical reliability (errors, timeouts)
•
•
•
•
•
•
Q5
Numeric
About how many minutes did it take to complete the claim submission? If you don’t recall, please estimate; enter 0 if not applicable.
Accepts a numeric value
Whole numbers only
Q6
Matrix
How would you rate communications while your claim was being processed?
Rows
Very poor
Poor
Fair
Good
Excellent
Not applicable
Frequency of updates
•
•
•
•
•
•
Clarity of messages
•
•
•
•
•
•
Courtesy and tone
•
•
•
•
•
•
Ease of reaching support
•
•
•
•
•
•
Q7
Multiple Choice
Attention check: To help with data quality, please select “I am paying attention.”
I am paying attention
I am not paying attention
Q8
Multiple Choice
Which channels did you receive claim updates through? Select all that apply.
Email
SMS/text
Mobile app push notifications
Phone call
Web portal status page
None
Q9
Numeric
Approximately how many calendar days passed from claim submission to final decision? If still in progress, enter days so far; if no claim, enter 0.
Accepts a numeric value
Whole numbers only
Q10
Opinion Scale
How would you rate the speed of your claim handling?
Range: 1 – 10
Min: Very slowMid: AverageMax: Very fast
Q11
Opinion Scale
How fair was the final outcome for your claim?
Range: 1 – 10
Min: Very unfairMid: NeutralMax: Very fair
Q12
Multiple Choice
What is the status of your most recent claim?
Resolved — fully
Resolved — partially
Denied
Still in progress
Not applicable (no claim)
Q13
Rating
Overall, how satisfied are you with the claim handling experience?
Scale: 11 (star)
Min: Very dissatisfiedMax: Very satisfied
Q14
Long Text
What is one thing we could improve about the claim process?
Max 600 chars
Q15
Ranking
Please rank the following aspects of claims from most to least important to you.
Drag to order (top = most important)
Speed of resolution
Clarity of communication
Fairness of outcome
Ease of submission
Supportiveness/empathy
Q16
Dropdown
What is your age group?
18–24
25–34
35–44
45–54
55–64
65+
Prefer not to say
Q17
Dropdown
Where do you currently live?
Africa
Asia-Pacific
Europe
Latin America & Caribbean
Middle East
North America
Prefer not to say
Q18
Multiple Choice
Which gender do you identify with?
Woman
Man
Non-binary
Prefer not to say
Q19
Dropdown
What is the highest level of education you have completed?
Less than high school
High school or equivalent
Some college, no degree
Associate degree
Bachelor’s degree
Master’s degree
Doctorate
Professional degree (e.g., JD, MD)
Prefer not to say
Q20
Multiple Choice
What is your current employment status?
Employed full-time
Employed part-time
Self-employed
Student
Unemployed
Retired
Homemaker
Prefer not to say
Q21
Long Text
Is there anything else you would like to share about your claim experience?
Max 600 chars
Q22
AI Interview
AI Interview: 2 Follow-up Questions on your claim experience
AI InterviewLength: 2Personality: [Object Object]Mode: Fast
Q23
Chat Message
Thank you for your time—your feedback has been recorded.
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