Free Insurance Claim Experience Survey template
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
This is a picture of every question as a respondent would see it, so nothing on it can be clicked or typed into. Use this template to get your own editable copy.
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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?*
- Much more likely to renew
- Somewhat more likely to renew
- No change
- Somewhat less likely to renew
- Much less likely to renew
Q3.Was anything about the claim frustrating? If so, what?
Q4.How likely are you to recommend us after this experience?
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