Claims questions that show where policyholders lost faith
Ask policyholders how their claim went, from filing to settlement and the outcome. Each question below comes with when to ask it and what the answer tells you.
What insurance claims survey questions tell you
Insurance claims survey questions ask policyholders about the moment your product is tested: how they filed, how long settlement took, whether the outcome matched what they thought they were covered for, and how each part of the claim was handled. A claim handled badly can decide whether a policyholder renews, and the reason rarely shows up in the claim file itself.
Ask a few days after the claim is settled or declined, once the policyholder knows the outcome. Pick four to six questions for an email or a link in your settlement letter. The incident date, filing channel and upload questions belong in a separate survey at first notice of loss.
Written answers arrive with a category, a theme, a type and a sentiment, and each response gets an urgency, so a complaint about a declined claim reaches the claims team first. Give it an owner and a status in the inbox, and open a ticket in Zendesk or Intercom.
- Questions
- 14
- Best asked
- A few days after the claim is settled
- Industry
- Finance
- Where to find them
- From library in the Usertick survey editor, on every plan
The 14 insurance and claims questions, with when to ask each
Grouped by what they tell you. Use them as they are or change the wording.
How the claim was handled
Start with one rating, then break it into speed, clarity, fairness and communication, so you know which part to fix.
- 01Stars
How would you rate how your claim was handled?
One star rating for the whole claim. Put it first so even a policyholder who stops there leaves a score, and Results compares it with the period before.
- 02Matrix
Rate each part of the claim
Speed, clarity, fairness and communication in one grid. The heat map in Results shows which part pulls the claim rating down, with an average for each row.
- 12Emoji
How did the claim process feel?
How the claim felt, on a row of faces. It picks up stress that a star rating misses, and can be answered inside an email Usertick sends.
- 03Ruler
How many days did it take to settle your claim?
Days from filing to settlement, on a ruler up to 90. Results shows the median and the middle half; compare them with the settlement times your own claims system records.
The outcome and the fine print
Ask whether the result matched expectations and whether the policy was understood, so you can tell a misread policy from a decision that went wrong.
- 04Yes / No
Was the outcome what you expected?
Whether the outcome matched expectations. Select No in Results and read those policyholders' answers on coverage to see whether the gap is the payout or the explanation.
- 06Yes / No
Did you know what was covered before you claimed?
Tests whether the policy was understood before anything went wrong. A No paired with a surprising outcome points at the policy documents.
- 10Customer effort
How easy was it to understand your policy?
How easy the policy was to understand. Ask it beside the coverage question; a low score here can explain disputed outcomes before a claim is even filed.
- 07Text
What would have made the claim easier?
The open question for the end. Each answer arrives with a sentiment and a theme, so repeated issues such as slow updates or unclear forms group together for the claims team.
How the claim started
Use these at first notice of loss to learn the date, the channel and the evidence, so the claim starts with what it needs.
- 14Date
When did the incident happen?
When the incident happened, picked on a calendar. Read it against the filing date your system records to see how long policyholders wait before they claim.
- 05Multiple choice
How did you file the claim?
The channel used to file, from the app to a broker. Select a channel in Results to compare its claim ratings and see whether one channel makes claims harder.
- 13File upload
Upload photos and receipts for your claim
Photos and receipts attached to the response, shown in a gallery in Results with picture location data removed. Use it in a survey at first notice of loss. File upload is on every plan, 1 per survey on Free.
Policies and renewal
Learn what else the policyholder holds and whether they plan to renew, so a bad claim experience gets a call before renewal.
- 09Multiple choice
Which policies do you hold with us?
Which policies the policyholder holds with you. Select a policy in Results to read its claims on their own, since a home claim and a travel claim go through different teams.
- 11Dropdown
How often do you review your coverage?
How often the policyholder reviews coverage. Read the Rarely and Never answers beside the coverage question to see whether those policyholders were surprised by the outcome.
- 08Big scale
How likely are you to renew with us?
Renewal intent on a 1 to 10 scale, asked right after the claim. Select the low columns in Results to read those responses well before renewal season.
Tips for asking about insurance and claims
Small choices that get honest, useful answers.
- 01
Ask once the outcome is known
Send the survey after the claim is settled or declined. Asked mid-claim, every rating is about the wait.
- 02
Ask declined claims too
Send the same questions to policyholders whose claim was declined. Their answers on coverage and clarity show which policy wording needs work.
- 03
Give every complaint an owner
Assign low ratings and urgent written answers in the inbox the same week, before the policyholder writes a formal complaint.
- 04
Read each claim type on its own
Send one survey per claim type, or filter by policy, so a slow home claim doesn't hide behind quick travel ones.
Add these questions to a survey
From the library to the first answers.
- 1
Open the library
In the Usertick survey editor, choose From library, filter by industry and topic, and add several questions at once.
- 2
Or paste your own list
Paste questions reads up to 10 questions from any text on Free, 100 on Starter and 200 on Pro and above, keeps your wording and picks an answer type for each.
- 3
Choose where it runs
Show the survey on your website, send it by email, share its link and QR code, or switch it to a conversation.
- 4
Read the answers
Results counts every score and choice, and Usertick reads each written answer and files it by topic, on every plan.
Templates and more questions about insurance and claims
Full surveys that ask about the same things, and neighboring topics in the library.
Templates
Browse all templatesFrequently asked questions
A few days after the claim is settled or declined. Usertick sends to a contact list now or on a date you schedule up to 30 days ahead, and there is no automatic send when your claims system closes a claim, so send in weekly batches or put the link in your settlement letter.
Yes, on every plan, with the file upload question (1 per survey on Free). Files appear in a gallery in Results with picture location data removed.
Yes. Keep the question on how they filed, then select Through a broker in Results to compare broker claims with direct ones.
Four to six. Start with the claim rating, add the grid or the time to settle and the outcome question, and end with the open question.
Yes. The question library comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.
Yes. Once a question is in your survey, reword it, change its options or its answer type, and add logic to skip it for some answers.
Yes. The library is translated into Usertick's built-in languages, and in any other language it shows in English for you to translate.
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