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Insurance Claim Survey Template

Start measuring policyholders’ expectations and satisfaction with your insurance services and track the performance of your insurance agents and staff through the Insurance Claim Survey Template.

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Insurance surveys are an ideal way to gather feedback and insights from your clients and policyholders regarding their insurance experience. They help you to measure customer satisfaction, identify areas of improvement, and improve your insurance services to build better experiences for your policyholders.

Questions Included in this Template

The insurance satisfaction survey template includes the following questions to help you to collect customer feedback, measure the satisfaction of your policyholders, and make your insurance services better for them.

  1. 1. How satisfied are you with the handling of the insurance claim?
  2. 2. To what extent do you agree or disagree with the following statement? The company made it easy for me to file and manage insurance claim.
  3. 3. How well did our claims representative communicate with you throughout the process?
  4. 4. How satisfied are you with the accuracy of the information provided during the claim process?
  5. 5. How satisfied are you with the final claim settlement?
  6. 6. On a scale of 0-10, how likely are you to recommend our insurance services to others based on your claim experience? Please share any additional feedback or suggestions you have for us to improve.

You can easily remove, or modify these questions or add your own questions to customize the insurance survey template as per your survey objectives and different touchpoints and types of services. Here are some suggestions to add more questions for collecting feedback about various aspects and touchpoints of the insurance claims process, and the overall customer experiences with your insurance services.

  1. 1. How would you rate the simplicity of the documentation process for your insurance claim?
    • Very Simple
    • Simple
    • Neutral
    • Complicated
    • Very Complicated
  2. 2. Do you agree that the required paperwork and documentation were clear and easy to understand?
    • Strongly Agree
    • Agree
    • Neutral
    • Disagree
    • Strongly Disagree
  3. 3. How satisfied are you with the overall speed and efficiency of the claim resolution process?
    • Very Satisfied
    • Satisfied
    • Neutral
    • Dissatisfied
    • Very Dissatisfied
  4. 4. Were you provided with timely updates on the status of your claim?
    • Always
    • Most of the time
    • Sometimes
    • Rarely
    • Never
  5. 5. How would you rate the responsiveness and helpfulness of the insurance agent during the claim process?
    • Excellent
    • Good
    • Average
    • Poor
    • Very Poor
  6. 6. To what extent did you find the terms and conditions of your insurance policy clear and transparent during the claim process?
    • Extremely Clear
    • Clear
    • Neutral
    • Unclear
    • Extremely Unclear
  7. 7. Did the company offer multiple communication channels that suited your preferences?
    • Yes, and they were all suitable
    • Yes, but some were not suitable
    • No, there were not enough options
    • No, the available options were not suitable
    • I did not explore communication options
  8. 8. How satisfied are you with the resolution provided for any disputes or disagreements during the claim process? (Applicable after a dispute settlement)
    • Very Satisfied
    • Satisfied
    • Neutral
    • Dissatisfied
    • Very Dissatisfied
  9. 9. How satisfied are you with the online tools or technology platforms provided by the company for claim submission and management?
    • Extremely Satisfied
    • Satisfied
    • Neutral
    • Dissatisfied
    • Extremely Dissatisfied

These insurance feedback questions cover a variety of aspects related to the insurance process, terms and policies, and the support provided to the customers. It’s not necessary to use all of them, you can choose the ones that suit your survey requirements and the touchpoint at which you are surveying your customers to collect responses.

How to use this Insurance Claim Survey Template?

Maximize the potential of this Insurance Claim Feedback Survey Template to gather valuable insights into customer satisfaction following their insurance claim process. Follow these steps to optimize the usage of this template and harness it to collect essential feedback from your policyholders.

  1. Edit this template: Select 'Edit this Template' to access the insurance claim feedback form. This will direct you to the editing interface, enabling you to personalize the form template according to your specific survey requirements.
  2. Tailor the template: While in editing mode, tailor the insurance claim feedback form to align with your unique needs. Integrate questions that delve into different facets of the customer's claim experience, such as satisfaction with the documentation process, transparency of policy terms, responsiveness of claims representatives, and overall satisfaction with the insurance company. 
    For instance, if you want to collect feedback after a dispute has been resolved, you can consider questions like "How satisfied are you with the resolution provided for the resolution of the dispute?"
  3. Preview and refine the template: Take a moment to review the customized insurance claim feedback form. Ensure that the questions are lucid and pertinent to the customer's claim journey. Adjust the form flow to harmonize with your specific feedback collection process, ensuring that customers can easily comprehend and respond to the questions.
  4. Share the Survey: Upon completing all edits and adjustments in the survey template, your insurance claim feedback form is ready to be used to collect customer feedback. Explore various distribution channels to share your feedback form.
    • Trigger email surveys or SMS surveys  following specific claim-related interactions to gather post-claim feedback.
    • For customers who interact with your insurance company through a mobile app, leverage in-app surveys  for seamless feedback collection.
    • For users on your company's website, explore website feedback widgets such as popup surveysslide-up surveys, and feedback button to initiate surveys and capture in-the-moment feedback. For example, trigger a popup after a customer has submitted a health insurance claim online, asking 'How was your overall experience with the claims process?'
    • Employ offline surveys at your premises like banks or service centres by deploying survey kiosk devices strategically. You can also approach customers with physical devices like iPads, Android tablets, and smartphones, requesting them to complete the survey through these devices and share their valuable feedback.

By following these steps, you can effectively collect feedback from insurance claimants, gaining valuable insights to enhance their overall claims experience.

Key Features of Zonka Feedback for Enhancing Insurance Claim Feedback Surveys

Crafting and administering effective insurance claim feedback surveys can pose a challenge, but with an insurance feedback survey system like Zonka Feedback, the process becomes streamlined, empowering you to derive valuable insights from your policyholders. Zonka Feedback stands out as a powerful tool for insurance claim feedback surveys, offering impactful features tailored to enhance your feedback collection process.

1. Customizable Survey Template

Elevate your insurance claim satisfaction survey using Zonka Feedback's customizable templates and online forms. Personalize pre-built templates to address different facets of the customer's claim journey, allowing you to adapt survey questions based on your survey objectives and specific touchpoints in the claims process.

2. Skip Logic and Question Branching

Navigate through the insurance claim satisfaction survey intelligently with Zonka Feedback's skip logic and question branching. Customize the survey flow based on survey responses, ensuring a personalized and efficient survey experience for each participant.

For instance, if a policyholder expresses dissatisfaction, you can dynamically prompt this question: “We regret any inconvenience caused. Could you kindly share the primary reason for your unsatisfactory experience?”

3. Real-time Feedback Alerts and Notifications

Stay proactive in addressing insurance claim feedback with Zonka's real-time response alerts and notifications. Receive immediate alerts for incoming customer feedback or negative responses, facilitating prompt resolution of concerns and enhancing overall customer satisfaction.

4. Multiple Channel Distribution

Effortlessly distribute insurance claim feedback surveys through email, SMS, website, or other online channels. This flexibility ensures that you capture insights from policyholders at different stages of their claim experience, depending on the channels through which the claims activity is processed.

SMS Survey: Gather Feedback On-the-go

  • Trigger: Send a concise SMS with emoji reactions (such as Smiley surveys or star ratings) immediately after a claims-related interaction, like submitting a claim or receiving claim status updates.
  • Example: "Thank you for choosing [Insurance Company]! How would you rate your recent health insurance claims experience? Reply with a smiley for excellent, a star for good, and a frown for improvement."

Email Survey: Delve Deeper into the Client’s Experience

  • Timing: 24-48 hours after a claim-related transaction, send a detailed email survey covering various aspects of the claims journey, including the documentation process, communication with claims representatives, and overall satisfaction.
  • Example: "Share your recent health insurance claims experience with [Insurance Company]! Your feedback is invaluable to us. Click here to take our brief survey."

In-App Survey: Immediate Feedback Post-Claim

  • Integrated Channel: Embed the survey within your insurance company's mobile app immediately after policyholders complete their claims transactions.
  • Example: "How satisfied are you with your recent claim? Rate your experience with stars: ⭐⭐⭐⭐⭐. Your feedback is crucial to us!"

Website Survey: Collect Feedback Before Claiming Online

  • Trigger: Present a pop-up survey on your insurance company's website after policyholders explore online claims options or perform related transactions.
  • Example: "Planning to file a claim online? Help us tailor your experience! Provide feedback on your website visit with this quick survey."

5. Automated Workflows

Streamline the post-claim customer journey with Zonka Feedback's automated workflows. Trigger online surveys at different touchpoints, such as after a claim submission or immediately after using online claims services, capturing valuable insights at key moments in the policyholder's post-claim experience.

6. Closing the Feedback Loop

Move beyond mere data collection with Zonka Feedback's actionable customer feedback loop. Take informed actions based on received customer feedback, effectively closing the loop and ensuring a continuous cycle of improvement for your insurance services based on policyholder insights. This helps prevent policyholder dissatisfaction and enhances overall service quality.

Question Types to Incorporate in Insurance Claim Feedback Survey Template

Building a comprehensive survey for insurance claim feedback involves integrating a variety of question types to extract in-depth insights from policyholders. Explore diverse question formats to personalize your insurance claim feedback form, addressing the specific needs of post-claim transaction feedback.

1. Rating Scale Queries

Evaluate customer satisfaction following an insurance claim using Customer Satisfaction (CSAT) rating questions. Implement a five-point rating scale with options represented through adjectives (Excellent to Poor), self-explanatory smileys, star ratings, numbers, and more. Consider options like:

Clearly defined and consistent scales, such as 1 to 5, empower customers to effortlessly express their satisfaction levels regarding the post-claim experience.

2. Open-ended Inquiries

Gain profound insights into your customers’ post-claim experiences by incorporating open-ended questions. Encourage respondents to provide detailed feedback on the reasons behind their ratings, capturing concerns, suggestions, and unique experiences they may wish to share.

Analyzing responses to open-ended questions offers a deeper understanding of customer sentiments, facilitating the identification of areas for improvement in the insurance claim process and aligning with your policyholders' expectations.

3. Multiple Choice Queries

Streamline feedback collection with effective multiple-choice questions in your insurance claim feedback survey. Provide single or multiple response options, include ranking questions to assess preferences, and structure the survey for standardized analysis. For instance:

"Among the aspects of this insurance claim experience, which ones do you find most satisfying?"

  • Documentation process
  • Interaction with claims representatives
  • Clarity of policy terms
  • Timeliness of claim resolution

By incorporating these diverse question types into your insurance claim feedback survey, you can gather comprehensive insights to enhance and optimize various facets of the claims experience.

Insurance Claim Survey Template FAQs

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