Insurance Portability Experience Survey
Map how existing policyholders evaluate, compare, and navigate insurer switching across premium, coverage, and claims history, so you can sharpen retention triggers, fix acquisition messaging, and benchmark conversion across portability windows.
CONTEXT & RELEVANCE
Why run this survey now
Most insurers don't lose policyholders at renewal purely on premium. They lose them due to friction in portability initiation, opaque waiting period terms, claim history transfer anxiety, poor intermediary guidance, and misaligned coverage expectations, none of which fully show up in policy lapse reports or renewal conversion dashboards.
If you are...
- Health insurer losing portable customers
- General insurer defending renewal base
- Product head reviewing port-in rates
- Distribution or channel strategy lead
- Retention and pricing committee member
You're likely facing...
- Port-out spike: renewal vs mid-term
- Waiting period confusion at switch
- Insurers = complex/slow port perception
- Premium gap vs coverage mismatch
- Intermediary bias skewing port decisions
This will help answer...
- Primary drivers of portability decisions
- Drop-off stage in port journey
- Segment-level port-in vs port-out split
- Premium sensitivity vs benefit trade-off
- Retention triggers before switch intent
RESEARCH THEMES
What This Survey Investigates
Eight interconnected research themes that map the complete policyholder journey from portability trigger to post-switch retention.
Switch Triggers
- Renewal cycle as portability prompt
- Claim dissatisfaction, premium hike
Discovery & Awareness
- Portability awareness channels
- Aggregator vs. direct insurer reach
Insurer Selection
- Network hospital coverage, claim ratio
- Brand trust vs. premium trade-off
Porting Process
- Documentation burden, turnaround time
- Form submission friction points
Pricing & Continuity
- Premium delta at port, waiting period
- No-claim bonus portability acceptance
Post-Port Experience
- First claim experience after switch
- Servicing quality, renewal intent
Trust & Advocacy
- Peer referral likelihood post-switch
- Insurer credibility signals, complaint history
Retention Risk
- Churn likelihood at next renewal
- Unresolved gaps driving re-port 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 the Insurance Portability Experience Survey, we recommend a quant-first design with flexible data-collection modes to balance reach, depth, and verification across policyholder 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 customer experience space.
Health insurance renewal friction & channel preference (India)
OBJECTIVE
WHAT WE DID
DELIVERED
Health insurance renewal friction & channel preference (India)
Motor insurance claim experience & insurer trust positioning (West India)
Health insurance renewal friction & channel preference (India)
OBJECTIVE
A mid-size private insurer needed to isolate why individual retail policyholders and family floater holders stalled or dropped out at renewal, and which channel touchpoints drove completion versus abandonment across metro and Tier-2 markets.
WHAT WE DID
Ran a structured quant survey across 600 respondents in 8 cities, capturing renewal trigger timing, channel of first contact, documentation friction, premium sensitivity thresholds, and stated reasons for switching insurer or lapsing coverage at the prior cycle.
DELIVERED
A renewal friction map by policyholder segment, a ranked channel preference corridor for metro versus Tier-2 cohorts, and a drop-off trigger list identifying the 4 highest-impact moments where intervention could recover stalled renewals.
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 first-time porters, repeat porters and policyholders who considered porting but stayed?
How will you measure insurer preference beyond simple ratings?
Will the survey map the full portability journey and drop-offs?
Can this survey inform product and pricing strategy?
How will findings improve our renewal and retention conversion rates?
Still have questions?
Schedule a discovery call to discuss your specific needs and get a custom quote.