Measures policyholder satisfaction across the full claims journey — from submission through resolution — using CSAT and NPS metrics to pinpoint friction points and improvement opportunities.
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
Template Overview
25
Questions
AI-Powered
Smart Analysis
Ready-to-Use
Launch in Minutes
This professionally designed survey template helps you gather valuable insights with intelligent question flow and automated analysis.
Sample Survey Items
Q1
Chat Message
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 5–7 minutes to complete.
Q2
Multiple Choice
Have you filed an insurance claim in the past 12 months?
Yes
No
Q3
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
Q4
Multiple Choice
How did you submit your most recent claim?
Website
Mobile app
Phone
Email
In person
Through an agent or broker
Other (please specify)
Q5
Opinion Scale
How easy was it to find where and how to submit your claim?
Range: 1 – 7
Min: Very difficultMid: NeutralMax: Very easy
Q6
Opinion Scale
How clear were the instructions and information required to complete your claim submission?
Range: 1 – 7
Min: Not at all clearMid: NeutralMax: Extremely clear
Q7
Opinion Scale
How easy was the overall process of completing and submitting your claim?
Range: 1 – 7
Min: Very difficultMid: NeutralMax: Very easy
Q8
Long Text
Approximately how many minutes did it take to complete your claim submission? Please estimate if you are unsure.
Max chars
Q9
Multiple Choice
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)
Q10
Opinion Scale
How would you rate the frequency of updates you received about your claim?
Range: 1 – 7
Min: Far too infrequentMid: NeutralMax: Far too frequent
Q11
Opinion Scale
How clear and easy to understand were the updates you received?
Range: 1 – 7
Min: Not at all clearMid: NeutralMax: Extremely clear
Q12
Opinion Scale
How easy was it to reach someone when you had questions about your claim?
Range: 1 – 7
Min: Very difficultMid: NeutralMax: Very easy
Q13
Multiple Choice
What is the current status of your most recent claim?
Resolved — fully approved
Resolved — partially approved
Denied
Still in progress
Q14
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.
Max chars
Q15
Opinion Scale
How would you rate the speed of your claim handling?
Range: 1 – 7
Min: Very slowMid: NeutralMax: Very fast
Q16
Opinion Scale
How fair was the final outcome of your claim?
Range: 1 – 7
Min: Very unfairMid: NeutralMax: Very fair
Q17
Opinion Scale
Overall, how satisfied are you with your claim handling experience?
Range: 1 – 7
Min: Not at all satisfiedMid: NeutralMax: Extremely satisfied
Q18
Opinion Scale
How likely are you to recommend this insurance company to a friend or colleague based on your claim experience?
Range: 0 – 10
Min: Not at all likelyMid: NeutralMax: Extremely likely
Q19
Ranking
Please rank the following aspects of the claims process 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 and empathy
Q20
Long Text
What is one thing that could be improved about the claims process?
Max chars
Q21
AI Interview
Based on your responses in this survey, please share any additional thoughts or feelings about your claim experience.
AI InterviewLength: 2Personality: [Object Object]Mode: Fast
Reference questions: 5
Q22
Dropdown
What is your age group?
18–24
25–34
35–44
45–54
55–64
65+
Prefer not to say
Q23
Dropdown
In which region do you currently live?
Africa
Asia-Pacific
Europe
Latin America & Caribbean
Middle East
North America
Prefer not to say
Q24
Multiple Choice
Which gender do you identify with?
Woman
Man
Non-binary
Prefer not to say
Q25
Chat Message
Thank you for taking the time to share your feedback. Your responses will help us identify ways to improve the claims experience.
Frequently Asked Questions
What is QuestionPunk?
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QuestionPunk supports a wide range of question types: opinion scale, rating, multiple choice, dropdown, ranking, matrix, constant sum, AI interview (text and audio), long text, short text, email, phone, date, address, website, numeric, audio/video recording, contact form, chat message, conversation reset, button, page breaks, and more.
How do AI interviews work?
AI interviews conduct adaptive conversations with respondents. The AI asks follow-up questions based on what the respondent says, probing for clarity and depth. You control the personality, tone, model (Haiku, Sonnet, or Opus), and question mode (fixed count, AI decides when to stop, or time-based).
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