Car Insurance Claim Journey Survey
Understand how policyholders evaluate insurers, navigate documentation, compare repair pathways, and weigh settlement fairness after an accident, so you can improve claims conversion, retention, pricing communication, service positioning, and channel strategy.
CONTEXT & RELEVANCE
Why run this survey now
Most policyholders don't lose confidence purely on settlement amount. They disengage due to unclear documentation, assessor delays, repair uncertainty, communication gaps, and disputed deductions, none of which fully show up in complaint logs or closure dashboards.
If you are...
- Claims experience leader
- Motor insurance product head
- Customer retention team
- Garage network manager
RESEARCH THEMES
What This Survey Investigates
Eight interconnected research themes that map the complete car insurance claim journey from incident to renewal.
Incident & Notification
- Incident context and severity
- First notification channel choice
Registration & Guidance
- Claim registration effort
- Process guidance clarity
Evidence & Documentation
- Document collection burden
- Evidence submission confidence
Assessment & Approval
- Surveyor interaction quality
- Approval timing transparency
Repair & Mobility
- Workshop pathway choice
- Mobility disruption management
Communication & Control
- Status update usefulness
- Ownership and escalation clarity
Settlement & Fairness
- Deduction explanation quality
- Settlement value acceptance
Recovery & Renewal
- Post-claim confidence
- Renewal and 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 Car Insurance Claim Journey Survey, we recommend a staged mixed-method approach with flexible data-collection modes to balance reach, depth, and verification across claimant types, repair pathways, and settlement outcomes.
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 Proposition Testing Across Urban India
OBJECTIVE
WHAT WE DID
DELIVERED
Motor Policy Renewal Proposition Testing Across Urban India
Cashless Garage Experience Segmentation for Metropolitan Claimants in India
Motor Policy Renewal Proposition Testing Across Urban India
OBJECTIVE
A pan-India insurer needed to understand how first-time car owners , family vehicle owners , and premium car owners compared renewal offers, interpreted add-on value, and responded to competing direct, agent, and aggregator propositions.
WHAT WE DID
We ran a structured online survey with 1,200 policyholders, stratified by city tier, vehicle age, and channel. The instrument captured price sensitivity , coverage comprehension , switching triggers, message recall, and preferred purchase assistance.
DELIVERED
We delivered a renewal preference map , channel lever framework , segment-level offer comparisons, and message territories showing which benefit combinations, proof points, and assistance cues resonated across distinct owner cohorts and city tiers.
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 claimants, reimbursement claimants and rejected claimants?
How will you measure settlement fairness beyond simple ratings?
Will the survey map the full car insurance claim journey and drop-offs?
Can this survey inform product and pricing strategy?
How will findings improve our post-claim retention strategy?
Still have questions?
Schedule a discovery call to discuss your specific needs and get a custom quote.