Health Insurance Claimant Experience Survey
Help health insurers, TPAs, and hospital networks evaluate claim filing, documentation, adjudication, and settlement experiences, so you can improve claimant retention, service positioning, channel strategy, and conversion across cashless and reimbursement journeys.
CONTEXT & RELEVANCE
Why run this survey now
Most health insurers don't lose claimant trust purely on settlement speed. They underperform due to unclear documentation, fragmented updates, opaque adjudication, hospital coordination gaps, and weak grievance handling, none of which show up in claim MIS or NPS dashboards.
If you are...
- Health insurance CX leaders
- Claims operations heads
- TPA partnership managers
- Product and pricing teams
- Hospital network strategists
You're likely facing...
- High claim satisfaction masks weak renewal intent after difficult journeys.
- Inconsistent hospital coordination creates avoidable cashless delays for claimants.
- Opaque document requests drive repeat submission burden across channels.
- Rising rejection disputes increase grievance handling costs and distrust.
- Limited visibility into claimant abandonment weakens service recovery prioritisation.
This will help answer...
- Claim journey friction map
- Documentation failure drivers
- Cashless network experience gaps
- Rejection communication priorities
- Renewal risk segments
RESEARCH THEMES
What This Survey Investigates
Eight interconnected research themes that map the complete health insurance claim journey from initiation to resolution.
Claim Initiation
- Claim trigger & urgency
- Initial channel selection
Documents & Submission
- Documentation burden & clarity
- Repeat submission patterns
Cashless Coordination
- Hospital desk responsiveness
- Pre-authorisation timing gaps
Adjudication & Updates
- Status update transparency
- Decision rationale clarity
Settlement & Deductions
- Payment timing & deductions
- Expectation versus outcome gaps
Rejection & Grievance
- Rejection reason comprehension
- Grievance & appeal pathways
Trust & Renewal
- Post-claim trust shifts
- Renewal & advocacy intent
Segment Differences
- Claim route comparison
- Demographic & policy cuts
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 Health Insurance Claimant Experience Survey, we recommend a claimant-centred mixed-method approach with flexible data-collection modes to balance reach, depth, journey recall, and verification across cashless, reimbursement, pending, and rejected claims.
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 health insurance space.
Cashless Hospital Network Positioning Study Among Urban Policyholders (Pan-India)
OBJECTIVE
WHAT WE DID
DELIVERED
Cashless Hospital Network Positioning Study Among Urban Policyholders (Pan-India)
Wellness Benefit Pricing & Segment Exploration Study (India)
Cashless Hospital Network Positioning Study Among Urban Policyholders (Pan-India)
OBJECTIVE
A pan-India insurer wanted to understand how young families , senior policyholders , and corporate members compared hospital-network breadth, cashless convenience, premium value, and brand credibility when evaluating competing retail and employer-sponsored health plans.
WHAT WE DID
We conducted a structured online survey with 1,200 insured adults across metros and tier-two cities, capturing network awareness , provider preference , willingness to switch, plan comparison behaviour, advisor influence, and perceived differentiation across policyholder cohorts.
DELIVERED
The study produced a network preference map , competitive positioning framework , message territories , and channel-specific decision levers , clarifying which hospital-access propositions resonated across family stages, city tiers, and employer versus retail purchase contexts.
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 claimant preference for cashless versus reimbursement 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 and renewal conversion?
Still have questions?
Schedule a discovery call to discuss your specific needs and get a custom quote.