Claim Outcome & Denial Feedback
When the answer was no: was it explained, understood, and did trust survive?
4 questions · 1 page · about 2 minutes to answer · fully editable after you start
Denied and partially-paid claims are where insurers' reputations are actually written. This survey measures the deniable moment: whether the reason was explained in plain language, whether the customer understands what their policy actually covers now, whether appeal routes were made clear, and where trust stands.
A denial understood is retained business surprisingly often; a denial that felt like small print springing a trap churns the household and its referrals. This survey tells you which one you delivered.
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Page 1
About your claim outcome
This survey asks about the outcome of your claim and how it was handled. Your answers help us improve how we explain decisions and treat customers. It takes about 2 minutes. If you need help with a specific policy or claim, please contact us directly, as this form may not be read straight away. Please do not include card numbers or passwords.
Q1.Your claim outcome was...*
- Declined
- Partially paid
- Paid but with difficulty
Q2.How was it handled?*
| No | Partly | Yes | |
|---|---|---|---|
| The reason was explained in plain language | |||
| I understand what my policy covers now | |||
| Appeal/complaint routes were made clear | |||
| I was treated respectfully throughout |
Q3.Knowing what you know now, was the outcome fair under the policy?
- Yes, I accept it
- Unsure
- No - I feel misled about my cover
Q4.What should have been clearer when you BOUGHT the policy?
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