Travel Insurance Claim Resolution Survey
Understand how insured travellers evaluate claim eligibility, navigate documentation requirements, and weigh communication speed against settlement fairness, so you can strengthen retention, sharpen product positioning, and improve conversion across travel insurance channels.
CONTEXT & RELEVANCE
Why run this survey now
Most travel insurers don't lose claimants purely on settlement value. They lose trust due to unclear eligibility, repeated documentation, status silence, inconsistent communication, and delayed payments, none of which show up in complaint logs or CSAT dashboards.
If you are...
- Claims experience leaders
- Travel insurance product heads
- Customer retention teams
- Distribution partnership managers
- Claims operations directors
You're likely facing...
- High claim satisfaction still produces weak renewal intent after delays
- Limited visibility into documentation abandonment across claim categories and channels
- Inconsistent adjuster updates create avoidable escalation volumes during complex cases
- Perceived settlement unfairness drives negative insurer positioning among frequent travellers
- Slow resolution for medical claims undermines post-claim loyalty
This will help answer...
- Claim friction hierarchy
- Segment-specific resolution expectations
- Communication channel priorities
- Settlement fairness thresholds
- Renewal risk triggers
RESEARCH THEMES
What This Survey Investigates
Eight interconnected research themes that map the complete travel insurance claim journey from incident notification to final resolution.
Claim Initiation
- Incident reporting entry points
- First-notice process barriers
Eligibility & Coverage
- Policy coverage comprehension
- Eligibility expectation gaps
Documentation Burden
- Evidence collection requirements
- Repeat submission friction
Communication & Updates
- Status update frequency
- Channel consistency expectations
Assessment & Fairness
- Decision transparency signals
- Settlement fairness perceptions
Resolution Speed
- Processing time expectations
- Delay impact thresholds
Escalation & Support
- Assistance access pathways
- Complaint recovery effectiveness
Loyalty & Advocacy
- Post-claim renewal intent
- Recommendation behaviour drivers
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 Travel Insurance Claim Resolution Survey, we recommend a quant-led claimant journey assessment with flexible data-collection modes to balance reach, depth, and verification across claim types, outcomes, and traveller 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 travel insurance space.
Travel Insurance Add-On Messaging & Channel Preference Study (India)
OBJECTIVE
WHAT WE DID
DELIVERED
Travel Insurance Add-On Messaging & Channel Preference Study (India)
Emergency Travel Assistance Package Segmentation Study (Southeast Asia)
Travel Insurance Add-On Messaging & Channel Preference Study (India)
OBJECTIVE
A pan-India travel platform wanted to compare how leisure travellers , business travellers , and family groups evaluated embedded insurance offers, focusing on purchase timing, benefit framing, trust cues, and willingness to add coverage during booking.
WHAT WE DID
We ran a structured online survey with 1,200 recent bookers, quota-controlled by trip purpose and booking channel, capturing message clarity , benefit relevance , price sensitivity, insurer familiarity, and preferred moments for presenting protection options.
DELIVERED
The study produced a message territory map , a channel preference matrix , a pricing corridor for optional coverage, and segment-level positioning guidance showing which benefits, proof points, and offer moments resonated across traveller groups.
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 medical claimants, baggage claimants and cancellation claimants?
How will you measure settlement fairness beyond simple ratings?
Will the survey map the full claim resolution 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.