Auto Insurance Claim Resolution CSAT Survey
Understand how policyholders evaluate adjuster communication, compare repair and settlement options, and navigate documentation, payment, and closure after an auto claim, so you can strengthen retention, improve service positioning, and reduce avoidable escalation.
CONTEXT & RELEVANCE
Why run this survey now
Most claimants don't lose confidence purely on settlement amount alone. They disengage due to unclear updates, adjuster inconsistency, repair delays, documentation loops, and payment ambiguity, none of which fully show up in complaint logs or closure reports.
If you are...
- Claims experience leaders
- Auto insurance product heads
- Claims operations directors
- Customer retention teams
RESEARCH THEMES
What This Survey Investigates
Eight interconnected research themes that map the complete auto claim resolution journey from first notice to final closure.
Claim Entry
- First notice channel
- Registration effort level
Coverage Clarity
- Coverage explanation quality
- Exclusion understanding gaps
Adjuster Experience
- Adjuster access consistency
- Empathy & ownership signals
Evidence & Documentation
- Document request burden
- Evidence submission clarity
Repair & Mobility
- Workshop coordination quality
- Replacement mobility access
Settlement & Fairness
- Valuation transparency cues
- Deductible & payout fairness
Communication & Effort
- Update frequency expectations
- Cross-channel effort burden
Closure & Loyalty
- Closure confidence level
- Renewal & advocacy intent
SAMPLING STRATEGY
Tell us about your ideal sample
Help us understand your target respondent profile. Select what applies, we'll design the optimal sample plan based on your inputs.
METHODOLOGY
Survey approach
For Auto Insurance Claim Resolution CSAT Survey, we recommend a digital-first, claim-stage-sensitive, segment-comparable quantitative and qualitative approach with flexible data-collection modes to balance reach, depth, and verification.
EXECUTION PROCESS
How we execute
A proven 9-step process from scoping to delivery, designed to ensure quality, speed, and actionable insights.
Define the decision frame
Confirm objectives, target cohorts, geographies, and reporting cuts
Define the decision frame
Design the instrument
Build workstream modules mapped to outputs (drivers, friction, pricing, retention, trust)
Design the instrument
Lock the questionnaire
Review wording, sequencing, LOI, and competitive context; approve final version
Lock the questionnaire
Pilot and calibrate
Test comprehension and ease quality; refine quotas and remove friction where needed
Pilot and calibrate
Run fieldwork
Execute collection with active quota management and feasibility controls
Run fieldwork
Assure quality
Dedupe, attention checks, speed/consistency rules, removals with audit trail
Assure quality
Prepare the dataset
Clean data and deliver codebook/variable definitions
Prepare the dataset
Analyse and synthesise
Driver ranking, leakage diagnostics, pricing bands, segment insights
Analyse and synthesise
Deliver and align
Executive deck (optional dashboard) and leadership readout with recommendations
Deliver and align
COMMERCIAL TERMS
Request a Commercial Proposal
Pricing depends on cohort, geography, sample size, approach, LOI, and deliverables. Configure below for an indicative estimate.
Select Sample Size
Geography
Select Mode of Survey
Length of the Interview
$0.00
+ applicable taxes
Cost Breakdown
Note: Estimate is indicative only. Final pricing is subject to scope finalization after discovery call.
REFERENCE CASELETS
Reference
Real-world examples of survey work in the motor insurance space.
Motor Policy Renewal Message Testing Across Claimant Segments (India)
OBJECTIVE
WHAT WE DID
DELIVERED
Motor Policy Renewal Message Testing Across Claimant Segments (India)
Cashless Repair Network Choice Drivers Among Urban Motorists (India)
Motor Policy Renewal Message Testing Across Claimant Segments (India)
OBJECTIVE
A national insurer needed to understand how recent claimants , claim-free customers , and lapsed policyholders interpreted renewal messages about service access, cashless repair, and premium value across direct, agent, and aggregator channels.
WHAT WE DID
We ran a structured online survey with 720 motor policyholders, balancing claim history, vehicle age, geography, and acquisition channel. The study captured message comprehension , credibility , relevance , channel preference, and stated renewal consideration.
DELIVERED
The team received a message territory map , claimant segment preference matrix , channel lever framework , and renewal communication hierarchy showing which proof points resonated across cashless, reimbursement, and no-claim customer groups.
FREQUENTLY ASKED QUESTIONS
Common Questions
Answers to frequently asked questions about this survey mandate.
What decisions will this survey enable?
Who is the buyer vs who are the respondents?
Can we see differences between cashless repair, reimbursement and total-loss claimants?
How will you measure settlement fairness beyond simple ratings?
Will the survey map the full claim resolution journey and drop-offs?
Can this survey inform product and pricing strategy?
How will findings improve our claimant retention strategy?
Still have questions?
Schedule a discovery call to discuss your specific needs and get a custom quote.