Insurance questions that show where travelers got lost in the policy
Ask customers about the policy wording, the claim and the support line they called from abroad. Each question below comes with when to ask it and what the answer tells you.
What travel insurance survey questions tell you
Travel insurance survey questions ask customers whether they understood their cover, how easy it was to claim and how the support line treated them when something went wrong far from home. The answers show which parts of the policy confuse people and where a claim slows down, before either turns into a complaint.
Ask about the policy a few days after purchase, and about support and claims after a claim closes. Pick four to six questions for each moment and send them by email, or put the link in your own claim update. Keep questions about the kind of help needed general, and never ask about a traveler's health.
Written answers get a category, a theme, a type and a sentiment, and each response an urgency, so an upset claimant stands out in the inbox and gets an owner. On every plan, workflows can also reach Zendesk and Intercom.
- Questions
- 14
- Best asked
- After purchase, and after a claim closes
- Industry
- Travel
- Where to find them
- From library in the Usertick survey editor, on every plan
The 14 travel insurance and support questions, with when to ask each
Grouped by what they tell you. Use them as they are or change the wording.
Understanding the policy
Clarity, what travelers knew before they left and what to explain better show where the wording fails.
- 01Stars
How clear was the policy?
A star rating for how clear the policy is. Ask it a few days after purchase; a low average next to many No answers on the next question means the policy summary needs rewriting.
- 02Yes / No
Did you know what was covered before you left?
A yes or no on knowing the cover before the trip. Select No in Results to read what those customers needed help with and how their claim went.
- 08Text
What should we explain better?
An open question on what to explain better. Each answer gets a theme, so repeated confusion about deductibles or exclusions points to the exact clause to rewrite.
- 12Dropdown
How did you buy the policy?
Where the traveler bought the policy, from the booking to a broker. Select an answer in Results to see whether customers who bought with a booking know less about their cover.
Help while away
Ask what the traveler needed and how they reached you, then how helpful the support line was.
- 06Multiple choice
What did you need help with?
The main kind of help needed, from a delay to documents, with Nothing for an uneventful trip. Keep it to the category; a feedback survey never needs the details of a health problem.
- 07Yes / No
Was the support line easy to reach abroad?
A yes or no on reaching the support line from abroad. A No points to call costs, time zones or wait times; select it to read those travelers' written answers.
- 11Multiple choice
Which channels did you use for support?
Every channel the traveler used for support, with None for those who didn't need it. The bars show whether chat or email takes pressure off the phone line.
- 05Stars
How helpful was the support line?
A star rating for the support line. Read it with the question on reaching the line from abroad, since a helpful team that travelers couldn't reach still left them on their own.
The claim
Effort, days to settle, receipts and a contact field cover the claim from the first form to the payout.
- 03Customer effort
How easy was it to make a claim?
A customer effort score for making a claim, on seven points. Results shows the average and the share who found it easy; compare it with the period before any change to the claim form.
- 04Ruler
How many days did the claim take?
Days from claim to settlement, from 0 to 60. Results shows the median and the middle half, which reflects a typical claim better than an average pulled up by a few complex cases.
- 13File upload
Upload your receipts for the claim
Receipts for the claim, attached to the response and shown in the Results gallery with picture location data removed. It suits a short claim form for small amounts. File upload is on every plan, 1 per survey on Free.
- 14Contact
How can our claims team reach you?
Name and email for the claims team, listed in a table in Results. Ask for it only when the claim needs a reply, and put it last.
Peace of mind and choices
Ask how covered travelers felt and which kind of policy suits them before you change your range.
- 09Big scale
How safe did you feel knowing you were covered?
How safe the cover made the traveler feel, from 1 to 10. Results shows the average and a column per step, a fair measure of what the policy is worth to customers who never claim.
- 10This or that
Which travel coverage suits you?
Two pairs: annual or per trip cover, cheaper with a deductible or pricier without one. Results shows a split bar per pair, useful before you change the range or the default option.
Tips for asking about travel insurance and support
Small choices that get honest, useful answers.
- 01
Ask after the claim closes
Send claim questions once the claim is paid or declined. Asked during the claim, the answers only measure the waiting.
- 02
Keep health out of it
Ask what kind of help the traveler needed, never the details of an illness or treatment. A category is enough to route the response.
- 03
Test the wording before the trip
Ask the clarity and cover questions a few days after purchase, when a clearer summary can still help the traveler.
- 04
Call back on low support scores
Give each low support rating an owner in the inbox, and get back to the traveler before they write a review.
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 travel insurance and support
Full surveys that ask about the same things, and neighboring topics in the library.
Templates
Browse all templatesFrequently asked questions
Twice: a few days after purchase about the policy, and after a claim closes about support and the claim. Usertick sends to a contact list now or on a date up to 30 days ahead, with no automatic send when a claim closes, so send closed claims in a weekly batch.
Yes, on every plan. Add the file upload question (1 per survey on Free), and the receipts arrive with the response in the inbox and the Results gallery.
Ask only whether the traveler needed medical help, as one option among others. Keep any details of a health problem out of the survey and inside your claims process.
Four to six: the claim effort score, the days to settle, the support rating and one 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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