Insurance Claim Experience & Settlement Satisfaction Survey
Measure how policyholders evaluate, compare, and navigate claim filing, settlement timelines, and insurer responsiveness, so you can sharpen retention positioning, fix conversion gaps, and benchmark satisfaction by segment.
CONTEXT & RELEVANCE
Why run this survey now
Most insurers don't lose policyholders purely on premium cost. They lose them due to opaque settlement timelines, adjuster inconsistency, documentation friction, poor communication at first notice of loss, and misaligned coverage expectations, none of which fully show up in loss ratios or Net Promoter Score reports.
If you are...
- Insurer vs insurtech competition
- Broker managing renewal retention
- Claims or product leader
- Customer experience head
- Underwriting and pricing teams
You're likely facing...
- Settlement speed vs accuracy tension
- Drop-offs: documentation or adjuster stage
- Insurers = slow/bureaucratic perception
- Insurtechs = fast/limited coverage perception
- Post-claim lapse and switching gaps
This will help answer...
- Satisfaction drivers beyond payout speed
- Friction stage in claims journey
- Segment-level settlement experience gaps
- Perceived fairness of settlement amounts
- Post-claim renewal and lapse triggers
RESEARCH THEMES
What This Survey Investigates
Eight interconnected research themes that map the complete policyholder journey from first notice of loss to post-settlement advocacy.
Claim Initiation
- First notification channel preference
- Documentation friction at lodgement
Surveyor Experience
- Surveyor turnaround and conduct
- Assessment transparency, dispute triggers
Processing & Communication
- Status update frequency, channel mix
- Proactive versus reactive communication gaps
Settlement Speed
- End-to-end cycle time benchmarks
- Delay causes by claim type
Payout Adequacy
- Settled versus claimed amount gap
- Deduction clarity, depreciation disputes
Rejection & Grievance
- Rejection reason clarity, appeal rates
- Grievance redressal channel usage
Intermediary Role
- Broker or agent support during claims
- Intermediary influence on satisfaction scores
Loyalty & Renewal Intent
- Renewal likelihood post-claim experience
- Switching triggers, advocacy probability
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 the Insurance Claim Experience & Settlement Satisfaction Survey, we recommend a quant-first design with flexible data-collection modes to balance reach, depth, and verification across claimant segments.
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 insurance claims and settlement space.
Motor insurance claim friction & channel preference mapping (India)
OBJECTIVE
WHAT WE DID
DELIVERED
Motor insurance claim friction & channel preference mapping (India)
Health claim settlement messaging & segment positioning study (West India)
Motor insurance claim friction & channel preference mapping (India)
OBJECTIVE
A private general insurer needed to isolate where first-time claimants and repeat policyholders drop trust during the motor claim cycle, and which settlement channels each segment preferred across cashless and reimbursement tracks.
WHAT WE DID
Ran a structured quant survey across 600 respondents in 8 cities, capturing intimation-to-settlement timelines, surveyor interaction quality, document submission friction, and net satisfaction scores at each stage for both claim tracks.
DELIVERED
A stage-by-stage friction map across the claim journey, a channel preference corridor by claimant segment, and a ranked list of trust-erosion triggers that the product and service design teams could prioritize for the next policy cycle.
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 settlement satisfaction beyond simple ratings?
Will the survey map the full claims journey and drop-offs?
Can this survey inform product and pricing strategy?
How will findings improve our claims retention and renewal conversion rates?
Still have questions?
Schedule a discovery call to discuss your specific needs and get a custom quote.