Insurance Claim Experience Survey
The moment of truth: claim ease, speed, fairness, and renewal impact.
4 questions · 1 page · about 2 minutes to answer · fully editable after you start
A policy is a promise; a claim is the audit. This survey measures the claim experience at its pressure points – ease of filing, documentation burden, update frequency, settlement speed, and perceived fairness – then asks the question insurers avoid: how did this claim change your intent to renew.
Segment by claim outcome: even denied claims can retain customers when the process felt fair and fast, and this survey shows you when yours do not.
Template preview
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Page 1
Your recent claim
This survey asks how your recent claim went, from the first call to the outcome. Your answers help us improve how we handle claims. 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.How would you rate each part of the claim process?*
| Poor | Fair | Good | Excellent | Not applicable | |
|---|---|---|---|---|---|
| Ease of filing | |||||
| Reasonableness of documents required | |||||
| Being kept updated | |||||
| Speed to a decision | |||||
| Speed of payment | |||||
| Fairness of the outcome |
Q2.How has this claim affected your renewal intention?*
- More likely to renew
- No change
- Less likely to renew
- Definitely switching
Q3.What was the most frustrating moment of the claim?
Q4.How likely are you to recommend us after this experience?
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