General Insurance Claim Experience Survey
Help insurance leaders evaluate claim journeys, compare service performance, and choose improvement priorities across motor, health, travel, and property claims, so you can strengthen retention, sharpen positioning, and improve channel strategy.
CONTEXT & RELEVANCE
Why run this survey now
Most insurers don't lose renewals purely on settlement value. They lose trust through unclear communication, document repetition, assessor delays, disputed deductions, and channel handoffs, none of which fully show up in complaint logs or NPS dashboards.
If you are...
- Claims experience leaders
- General insurance executives
- Product portfolio owners
- Distribution channel heads
RESEARCH THEMES
What This Survey Investigates
Eight interconnected research themes that map the complete claim journey from incident notification to post-settlement loyalty.
Claim Context
- Policy and claim profile
- Incident severity and urgency
Notification & Access
- First notice channel choice
- Access barriers and support
Documentation & Verification
- Document clarity and effort
- Verification speed and repetition
Assessment & Coordination
- Surveyor and assessor experience
- Partner coordination and handoffs
Communication & Transparency
- Status visibility and updates
- Explanation quality and consistency
Settlement & Fairness
- Approved amount and deductions
- Settlement speed and confidence
Recovery & Escalation
- Complaint and escalation paths
- Recovery response and closure
Loyalty & Advocacy
- Renewal and switching intent
- Recommendation and trust drivers
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 General Insurance Claim Experience Survey, we recommend a claimant-centred quantitative approach with flexible data-collection modes to balance reach, depth, and verification across product lines and resolution 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 general insurance space.
Motor Insurance Renewal Choice Drivers Across Urban India
OBJECTIVE
WHAT WE DID
DELIVERED
Motor Insurance Renewal Choice Drivers Across Urban India
Health Insurance Plan Design Expectations Among Family Buyers
Motor Insurance Renewal Choice Drivers Across Urban India
OBJECTIVE
A pan-India insurer wanted to understand how private car owners , two-wheeler owners , and fleet customers compared renewal options, interpreted service promises, and weighed premium, garage network, roadside assistance, and prior service experience.
WHAT WE DID
We ran a structured survey across six cities, balancing vehicle type, insurer tenure, and renewal stage. The study measured brand consideration , price sensitivity , channel influence, feature trade-offs, and switching triggers using choice tasks and driver analysis.
DELIVERED
The engagement produced a renewal preference map , switching trigger hierarchy , city-level channel levers, message territories, and segment-specific value propositions covering price-led, service-led, network-led, and assistance-led customer groups, with clear prioritisation by customer value and renewal stage.
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 motor claimants, health claimants and property claimants?
How will you measure claim experience beyond simple ratings?
Will the survey map the full claim 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.