Insurance Claim Experience Survey
Understand how recent claimants across insurance products evaluate insurers, navigate documentation, compare settlement experiences, and weigh service channels, so you can sharpen acquisition, improve retention, strengthen positioning, and prioritise conversion-focused claim interventions.
CONTEXT & RELEVANCE
Why run this survey now
Most insurers don't lose claimant trust purely on settlement value. They lose it due to unclear requirements, repeated follow-ups, inconsistent assessments, delayed updates, and impersonal communication, none of which fully show up in complaint logs or satisfaction scores.
If you are...
- Claims experience leadership
- Customer strategy teams
- Insurance product heads
- Distribution & retention leaders
RESEARCH THEMES
What This Survey Investigates
Eight interconnected research themes that map the complete insurance claim journey from incident notification to post-settlement loyalty.
Incident & Notification
- Incident recognition & urgency
- First-notification channel choice
Coverage Understanding
- Policy inclusion clarity
- Exclusion expectation gaps
Documentation & Submission
- Evidence requirement burden
- Form completion friction
Assessment & Verification
- Assessor conduct consistency
- Verification rule consistency
Communication & Support
- Status update reliability
- Human support accessibility
Settlement & Fairness
- Settlement decision transparency
- Payment adequacy perception
Channel Experience
- Digital journey usability
- Cross-channel handoff continuity
Resolution & Loyalty
- Complaint resolution confidence
- 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 Insurance Claim Experience Survey, we recommend a quant-led journey diagnostic across claim types, outcomes, and customer cohorts, 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 insurance customer strategy space.
Insurance Renewal Proposition Testing Across Policyholder Segments (Pan-India)
OBJECTIVE
WHAT WE DID
DELIVERED
Insurance Renewal Proposition Testing Across Policyholder Segments (Pan-India)
Optional Insurance Add-on Needs & Pricing Exploration (Metro India)
Insurance Renewal Proposition Testing Across Policyholder Segments (Pan-India)
OBJECTIVE
A pan-India insurer needed to understand how first-time buyers , multi-policy households , and switchers compared renewal propositions, service assurances, and benefit bundles across direct insurers , agents , and digital aggregators before selecting a preferred offer.
WHAT WE DID
We conducted an online survey with 900 policyholders, balanced by product ownership, tenure, city tier, and renewal status, capturing proposition appeal , price sensitivity , channel trust , switching triggers, and preference trade-offs across competing renewal packages.
DELIVERED
The work delivered a renewal preference map , message territories , channel levers , and segment-level proposition priorities, showing which benefit combinations, service promises, and communication routes resonated most strongly with each policyholder cohort.
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 approved, partially approved and rejected claimants?
How will you measure settlement fairness 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.