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Customer Experience

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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Sample questions

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

25 questions · ~11 min
Q01
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 11 minutes to complete.

Q02
Multiple Choice

Have you filed an insurance claim in the past 12 months?

  • Yes
  • No
Q03
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)
Q04
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)
Q05
Multiple Choice

What is the current status of your most recent claim?

  • Resolved — fully approved
  • Resolved — partially approved
  • Denied
  • Still in progress
Q06
Opinion Scale

Overall, how satisfied are you with your claim handling experience?

Scale: 1 – 7
Min:Not at all satisfiedMax:Extremely satisfied
Q07
Dropdown

What is your age group?

  • 18–24
  • 25–34
  • 35–44
  • 45–54
  • 55–64
  • 65+
  • Prefer not to say
Q08
Message

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?

  • Within the last 30 days
  • 31–90 days ago
  • 3–6 months ago
  • 7–12 months ago
Q10
Opinion Scale

How easy was it to find where and how to submit your claim?

Scale: 1 – 7
Min:Very difficultMax:Very easy
Q11
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
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
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
Q14
Dropdown

In which region do you currently live?

  • Africa
  • Asia-Pacific
  • Europe
  • Latin America & Caribbean
  • Middle East
  • North America
  • Prefer not to say
Q15
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
Q16
Opinion Scale

How clear and easy to understand were the updates you received?

Scale: 1 – 7
Min:Not at all clearMax:Extremely clear
Q17
Opinion Scale

How would you rate the speed of your claim handling?

Scale: 1 – 7
Min:Very slowMax:Very fast
Q18
Ranking

Please rank the following aspects of the claims process from most to least important to you.

  1. Speed of resolution
  2. Clarity of communication
  3. Fairness of outcome
  4. Ease of submission
  5. Supportiveness and empathy
Drag to rank
Q19
Multiple Choice

Which gender do you identify with?

  • Woman
  • Man
  • Non-binary
  • Prefer not to say
Q20
Opinion Scale

How easy was the overall process of completing and submitting your claim?

Scale: 1 – 7
Min:Very difficultMax:Very easy
Q21
Opinion Scale

How easy was it to reach someone when you had questions about your claim?

Scale: 1 – 7
Min:Very difficultMax:Very easy
Q22
Opinion Scale

How fair was the final outcome of your claim?

Scale: 1 – 7
Min:Very unfairMax:Very fair
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.

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 template

This 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 Agencies

A 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 Template

A 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

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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