Insurtech App Claim Filing Journey Survey
Understand how policyholders evaluate claim eligibility, navigate document submission, and choose support channels, so you can improve filing conversion, sharpen app positioning, and strengthen retention through a faster, clearer digital claims experience.
CONTEXT & RELEVANCE
Why run this survey now
Most policyholders don't abandon claims purely on perceived claim complexity. They disengage due to eligibility uncertainty, document ambiguity, repeated verification, status opacity, and weak assistance, none of which fully show up in app ratings or support logs.
If you are...
- Digital claims product leaders
- Claims operations heads
- Customer experience teams
- Insurance distribution partners
RESEARCH THEMES
What This Survey Investigates
Eight interconnected research themes that map the complete digital claim filing journey from intent to submission resolution.
Trigger & Intent
- Recent incident context
- Filing urgency & confidence
Eligibility & Coverage
- Coverage rule comprehension
- Eligibility confidence gaps
Entry & Navigation
- Claim feature discoverability
- Screen sequence clarity
Document Preparation
- Evidence requirement clarity
- Document readiness barriers
Form & Evidence
- Field completion burden
- Upload failure patterns
Verification & Support
- Identity verification friction
- Assistance channel effectiveness
Submission & Tracking
- Confirmation message clarity
- Status visibility expectations
Trust & Future Use
- Fairness & transparency perceptions
- Reuse & 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 Insurtech App Claim Filing Journey Survey, we recommend a mobile-first quantitative approach 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 digital insurance experience space.
Digital Insurance Renewal Proposition Testing Across Policyholder Segments (India)
OBJECTIVE
WHAT WE DID
DELIVERED
Digital Insurance Renewal Proposition Testing Across Policyholder Segments (India)
Usage-Based Insurance Feature & Pricing Exploration (Urban India)
Digital Insurance Renewal Proposition Testing Across Policyholder Segments (India)
OBJECTIVE
A pan-India insurer needed to understand how first-time buyers , renewal customers , and multi-policy households compared app renewal against agent assistance, web portals, and automatic debit across convenience, control, trust, and value communication.
WHAT WE DID
We ran a structured online survey with 720 policyholders, balanced by product, tenure, geography, and renewal outcome, capturing channel preference , message comprehension , price sensitivity, switching consideration, reminder response, and assistance needs.
DELIVERED
The work produced a renewal preference map , message territories , channel-specific friction list, segment framework, and prioritised channel levers showing where app, agent, web, and automated renewal propositions required differentiated positioning.
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, health and travel claimants?
How will you measure preferred claim filing routes beyond simple ratings?
Will the survey map the full app claim journey and drop-offs?
Can this survey inform product and pricing strategy?
How will findings improve our digital claim completion and retention?
Still have questions?
Schedule a discovery call to discuss your specific needs and get a custom quote.