Motor Insurance Claimant Experience Survey
Understand how motor insurance claimants evaluate insurer communication, navigate repair approvals, compare settlement outcomes, and weigh service recovery, so you can strengthen retention, refine channel strategy, and improve claims-led positioning.
CONTEXT & RELEVANCE
Why run this survey now
Most motor claimants don't lose trust purely on settlement value. They disengage due to unclear documentation, assessor delays, repair disputes, deduction surprises, and weak updates, none of which fully show up in complaint logs or satisfaction scores.
If you are...
- Motor insurance product leaders
- Claims operations heads
- Customer experience teams
- Distribution partnership managers
RESEARCH THEMES
What This Survey Investigates
Eight interconnected research themes that map the complete motor claim journey from incident notification to renewal decision.
Trigger & Intimation
- Incident context & urgency
- First notice channel choice
Documentation & Verification
- Document burden visibility
- Evidence submission confidence
Assessor Experience
- Assessor access & conduct
- Damage explanation clarity
Repair Network
- Workshop allocation quality
- Repair timeline control
Communication & Transparency
- Update frequency & relevance
- Responsibility handoff clarity
Settlement & Fairness
- Deduction explanation quality
- Payout adequacy perceptions
Resolution & Recovery
- Complaint escalation pathways
- Service recovery effectiveness
Loyalty & Renewal
- Renewal intent signals
- Advocacy & switching triggers
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 Motor Insurance Claimant Experience Survey, we recommend a quant-led journey diagnostic with flexible data-collection modes to balance reach, depth, and verification across claimant cohorts and repair routes.
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 motor insurance space.
Motor Insurance Renewal Channel Preference Benchmark Study (India)
OBJECTIVE
WHAT WE DID
DELIVERED
Motor Insurance Renewal Channel Preference Benchmark Study (India)
Motor Insurance Add-On Packaging & Pricing Exploration (Urban India)
Motor Insurance Renewal Channel Preference Benchmark Study (India)
OBJECTIVE
A pan-India insurer wanted to understand how first-time renewers , multi-policy households , and price-sensitive switchers compared direct, agent, aggregator, and dealership routes when evaluating renewal convenience, premium confidence, add-on relevance, and brand credibility.
WHAT WE DID
We ran a structured online survey with 720 policyholders, using quotas by vehicle type, city tier, renewal route, and claim history. The instrument captured channel consideration , price sensitivity , message recall , add-on trade-offs, and switching triggers.
DELIVERED
The engagement delivered a channel preference map , renewal segment framework , price sensitivity bands , and message territories showing which propositions resonated across direct, assisted, and comparison-led purchase contexts, with clear channel levers for each claimant-free customer 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 cashless repair users, reimbursement claimants and disputed claimants?
How will you measure claim settlement fairness beyond simple ratings?
Will the survey map the full motor insurance claim journey and drop-offs?
Can this survey inform product and pricing strategy?
How will findings improve our claims retention strategy?
Still have questions?
Schedule a discovery call to discuss your specific needs and get a custom quote.