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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.
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Insurance Claims Experience & Satisfaction Survey
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.
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Sample questions
A preview of what’s in the template. Every question is editable before you launch.
23 questions · ~11 min
Q01
Multiple Choice
Have you filed an insurance claim in the past 12 months?
- Yes
- No
Q02
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
Q03
Multiple Choice
How did you submit your most recent claim?
- Website
- Mobile app
- Phone
- In person
- Through an agent or broker
- Other (please specify)
Q04
Opinion Scale
How easy was it to find where and how to submit your claim?
Scale: 1 – 7
Min:Very difficultMax:Very easy
Q05
Opinion Scale
How clear were the instructions and information required to complete your claim submission?
Scale: 1 – 7
Min:Not at all clearMax:Extremely clear
Q06
Opinion Scale
How easy was the overall process of completing and submitting your claim?
Scale: 1 – 7
Min:Very difficultMax:Very easy
Q07
Long Text
Approximately how many minutes did it take to complete your claim submission? Please estimate if you are unsure.
Q08
Multiple Choice
Through which channels did you receive updates about your claim? Select all that apply.
- SMS / text message
- Mobile app push notifications
- Phone call
- Web portal status page
- I did not receive any updates
- Other (please specify)
Q09
Opinion Scale
How would you rate the frequency of updates you received about your claim?
Scale: 1 – 7
Min:Far too infrequentMax:Far too frequent
Q10
Opinion Scale
How clear and easy to understand were the updates you received?
Scale: 1 – 7
Min:Not at all clearMax:Extremely clear
Q11
Opinion Scale
How easy was it to reach someone when you had questions about your claim?
Scale: 1 – 7
Min:Very difficultMax:Very easy
Q12
Multiple Choice
What is the current status of your most recent claim?
- Resolved — fully approved
- Resolved — partially approved
- Denied
- Still in progress
Q13
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.
Q14
Opinion Scale
How would you rate the speed of your claim handling?
Scale: 1 – 7
Min:Very slowMax:Very fast
Q15
Opinion Scale
How fair was the final outcome of your claim?
Scale: 1 – 7
Min:Very unfairMax:Very fair
Q16
Opinion Scale
Overall, how satisfied are you with your claim handling experience?
Scale: 1 – 7
Min:Not at all satisfiedMax:Extremely satisfied
Q17
Opinion Scale
How likely are you to recommend this insurance company to a friend or colleague based on your claim experience?
Scale: 0 – 10
Min:Not at all likelyMax:Extremely likely
Q18
Ranking
Please rank the following aspects of the claims process from most to least important to you.
- Speed of resolution
- Clarity of communication
- Fairness of outcome
- Ease of submission
- Supportiveness and empathy
Drag to rank
Q19
Long Text
What is one thing that could be improved about the claims process?
Q20
AI Interview
Based on your responses in this survey, please share any additional thoughts or feelings about your claim experience.
Q21
Dropdown
What is your age group?
- 18–24
- 25–34
- 35–44
- 45–54
- 55–64
- 65+
- Prefer not to say
Q22
Dropdown
In which region do you currently live?
- Africa
- Asia-Pacific
- Europe
- Latin America & Caribbean
- Middle East
- North America
- Prefer not to say
Q23
Multiple Choice
Which gender do you identify with?
- Woman
- Man
- Non-binary
- Prefer not to say
Message
Thank you for taking the time to share your feedback. Your responses will help us identify ways to improve the claims 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.
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
- 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 templateThis 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.
What it does well
- Provides sample question wording specific to insurance claims
- Backed by a large survey-platform ecosystem with broad question-type support
Where it falls short
- 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 AgenciesA 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.
What it does well
- Deployable template on an established, widely-used survey platform
- Likely benefits from strong distribution and panel/analytics tooling
Where it falls short
- 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 TemplateA 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.
What it does well
- Purpose-built for insurance claim satisfaction, directly on-topic
- Conversational/chat-style UI is part of SurveySparrow's known product design
Where it falls short
- 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
Frequently asked questions
What questions are in the “Insurance Claims Experience & Satisfaction Survey” template?
The template includes 23 ready-to-use questions, starting with: “Have you filed an insurance claim in the past 12 months?” · “When was your most recent claim submitted?” · “How did you submit your most recent claim?”. The full set is previewed above, and every question is editable.
How long does this survey take to complete?
Respondents typically finish the 23 questions in about 11 minutes.
Can I customize this template?
Yes — every question, answer option, and the ordering is editable before you launch. You can add or remove questions, or ask the AI editor to rework the survey around your research goal.
Is this template free to use?
Yes. Open it in the editor and start customizing right away — no account required to try it, and the free plan covers launching your survey.
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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