Usertick
Start free
Insurance claim survey template

Hear how each claim felt, once it is settled

Four questions for policyholders after a settled claim: how it was handled overall, how speed, clarity, updates and fairness rated, and whether they plan to renew. Use it as it is or change any question, and Usertick reads every written answer for you.

Get started freeAll templates

What this insurance claim survey tells you

An insurance claim survey asks policyholders about the claim once the outcome is known. This template keeps it to four questions and just over a minute: an overall satisfaction rating, a grid for speed, clarity, updates and fairness, how likely they are to renew, and an open question on what would have made a difficult time easier.

It is written for an email sent once the claim is settled, when the policyholder can judge the whole process including the payout. The same template runs as a link your claims handlers add to the settlement letter or email, or in the chat layout, which asks one question at a time.

Every written answer is read as it arrives and filed under a category from your list, with a type, a sentiment and an urgency, and each response gets a customer risk reading. Results shows the rating as CSAT, a heat map for the four parts of the claim and the share who plan to renew, each against the period before.

In an emailAs a linkOn your websiteAs a conversation
Questions
4
Time to answer
About a minute
Written for
An email once the claim is settled
Plans
Every plan, the free plan included

See it on every channel

The same template on your website, behind a link, in an email and as a conversation.

In an email

Send it from Usertick to a contact list, with the first question inside the email. A tap on an answer opens the rest of the survey with that answer already kept. Usertick sends 50 emails a month on the free plan, or connect your own sender.

The 4 questions, one by one

What each question asks, why it is there, what it shows you and what to change.

Question 1 of 4 · Stars

Overall, how satisfied are you with how your claim was handled?

Why ask it
The overall rating is the number your claims team reports, and a settled claim is the first point where the policyholder can judge all of it. Five stars give you a CSAT figure.
What you learn
Results shows the average, a bar per rating and the share who rated 4 or higher, against the period before.
Make it yours
Keep it first, so the policyholder can answer inside the email with one tap.
Question 2 of 4 · Matrix · Optional

How would you rate the following?

Why ask it
A low overall rating can come from a slow process, a confusing request for documents, silence between steps or an outcome that felt unfair. The grid tells you which of the four it was.
What you learn
Results shows a heat map per row with row averages, so you see at a glance whether Updates along the way trails Speed of handling, and how each row moved against the period before.
Make it yours
Change the rows to the stages of your own claims process, such as the first call, the assessor visit or the payout.
Question 3 of 4 · Multiple choice

How likely are you to renew your policy with us?

Why ask it
Renewal is where a claim turns into a kept policy or a lost one. Asking right after settlement shows whether the claim made the policyholder more or less likely to stay.
What you learn
A donut shows the share and count of each answer, and over time as stacked shares. Select Unlikely to narrow the whole page to those policyholders and read their ratings and comments.
Make it yours
Give every Unlikely or Very unlikely answer an owner in the inbox, so someone calls before the renewal date.
Question 4 of 4 · Text · Optional

What would have made this easier during a difficult time?

Why ask it
A claim often follows a loss, an accident or damage to a home. The wording invites policyholders to say what would have helped, which is often a call, a clearer letter or a single contact.
What you learn
Usertick reads each answer as it arrives, files it under a category and a theme from your list, marks it as a complaint, an idea or praise, and flags the urgent ones, in any language.
Make it yours
Read the urgent answers first, because a policyholder still waiting on a repair or a payment may need help today.

What the answers show

Results turns each question into numbers you can follow week by week.

Overall, how satisfied are you with how your claim was handled?

The average rating and the share who gave 4 or 5 stars, against the period before.

How likely are you to renew your policy with us?

The share of each answer with its count. Select an answer to narrow the whole page to those people and read what else they said.

How would you rate the following?

Each row's answers side by side, so the part that needs work stands out.

Every written answer, read for you

Each answer arrives with its category, theme, type and urgency, so the urgent ones reach your team first.

Use this template in four steps

From the template to the first answers.

  1. 1

    Open the template

    Sign up free and pick Insurance claim in the template gallery. It opens in a matching style, ready to change.

  2. 2

    Make the questions yours

    Reword any question, change the options, and add logic or more questions.

  3. 3

    Choose where it runs

    Show it on your website, send it by email, share its link and QR code, or switch it to a conversation.

  4. 4

    Publish and read the answers

    Answers arrive in Results and the inbox as people send them, each written one read and filed by Usertick.

Tips for this survey

Small choices that keep people answering and the answers useful.

  1. 01

    Ask paid and declined claims

    Send it to each week's settled claims, whatever the outcome. Asking only about paid claims hides the cases where clarity and fairness matter most.

  2. 02

    Keep medical details out

    For health, travel or injury claims, keep every question about the process. Usertick's terms don't allow health records or medical details, so word the open question about how the claim was handled.

  3. 03

    Ask again after each claim

    Skip people who already received this survey is on by default. Turn it off when a policyholder can claim more than once, or later claims go unasked.

  4. 04

    Send the hard cases to a person

    On every plan, a workflow posts answers marked high urgency to Slack or Microsoft Teams. From Starter, it can also open a Zendesk ticket with the answers attached, so a handler follows up.

CSAT surveysFinancial services surveysEmail surveysInsurance and claims questions

More satisfaction templates and questions

Templates like this one, and single questions from the library to add to it.

Templates

Browse all templates
CSATBranch visitLearn how long customers waited, whether their request was solved and why they came in rather than going online. Send it by text after the visit.
CSATMortgage adviceLearn whether clients left a mortgage advice session with clear options and no pressure to decide. Send it the day after the meeting.
CSATInvestment reviewAfter a portfolio review, check whether clients understand the risks and trust their advisor. Send it a few days after the meeting.
CSATCustomer satisfaction (CSAT)Find out how satisfied customers are with a purchase, a visit or a support conversation. Send it within 24 hours, while the experience is still fresh.

Questions from the library

Browse the question library
  1. How would you rate how your claim was handled?Stars · Insurance and claims
  2. Rate each part of the claimMatrix · Insurance and claims
  3. How many days did it take to settle your claim?Ruler · Insurance and claims
  4. Did you shop around before renewing?Yes / No · Insurance renewals
  5. What did you do at your last renewal?Multiple choice · Insurance renewals
  6. How clear was the renewal notice?Stars · Insurance renewals

Frequently asked questions

Within a few days of settlement. The policyholder can then rate the whole process, and asking sooner means rating a claim that isn't finished.

Yes. Their answers on clarity and fairness show whether the decision was explained well, even when the outcome can't change.

Four to six. This template asks four, and the grid and the open question are optional, so it takes just over a minute.

Select Unlikely and Very unlikely in Results to read which part of the claim those policyholders rated lowest and what they wrote. Fix the most common one first and watch the share in the next period.

Usertick doesn't send surveys on its own when your claims system closes a claim. Put the survey's link in the settlement email your system sends, or send from Usertick to a contact list of the week's settled claims.

Yes. Every template comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.

Yes. The template becomes your own survey, so reword any question, add or remove questions, and change the options and the logic. The gallery stays as it is.

Yes, from Starter. The template is written in US English. Add languages by hand or with AI translation, and each person sees the survey in their browser's language.

Listen better, act faster, and build what truly matters.

Start free, see what your customers mean, and get each answer to the person who can act on it.

Get started freeTalk to sales
  • 150 responses a month on Free
  • Every channel and AI analysis
  • No card needed