INSURANCE CUSTOMER JOURNEY MAPPING AUDIT CHECKLIST 2026

Created by ChecklistGuro (https://checklistguro.com)


--- PRE-PURCHASE & PROSPECTING PHASE ---
[ ] Marketing Campaign Name
[ ] Lead Source Category (Organic Search, Paid Advertising, Social Media, Referral/Agent, Direct Mail)
[ ] Analyzed Touchpoints (Social Media Ads, Landing Pages, Email Marketing, Search Engine Results, Print/Physical Media)
[ ] Initial Impression Assessment
[ ] Audit Completion Date
[ ] Estimated Monthly Lead Volume

--- QUOTE & APPLICATION PROCESS ---
[ ] Application Channel Used (Mobile App, Web Portal, Direct Agent, Email/Manual)
[ ] Average Time to Complete Application (Minutes)
[ ] Friction Points Identified (Complex Form Fields, Document Upload Issues, Slow Loading Times, Lack of Real-time Pricing, Technical Errors/Bugs)
[ ] Application Screenshot/Error Log Evidence
[ ] Detailed Observations on Quote Accuracy
[ ] Audit Completion Date

--- POLICY ISSUANCE & ONBOARDING ---
[ ] Policy Effective Date
[ ] Policy Type (Auto, Home, Life, Commercial, Health)
[ ] Onboarding Documents Verified (Proof of Identity, Signed Application Form, Payment Confirmation, Risk Assessment Report)
[ ] Digital Policy Schedule Copy
[ ] Policyholder Contact Email
[ ] Onboarding Discrepancy Notes
[ ] Compliance Officer Verification

--- POLICY SERVICING & MANAGEMENT ---
[ ] Policyholder Name
[ ] Last Policy Review Date
[ ] Servicing Tasks Completed (Premium Payment Processed, Endorsement/Amendment Applied, Address/Contact Info Updated, Beneficiary Details Verified)
[ ] Service Request Priority (Low, Medium, High, Urgent)
[ ] Service Discrepancy Notes
[ ] Updated Policy Endorsement Document
[ ] Auditor Verification Signature

--- CLAIMS EXPERIENCE & COMMUNICATION ---
[ ] Claim Notification Channel Used (Mobile App, Web Portal, Phone Call, Email, Agent/Broker)
[ ] Date of First Notice of Loss (FNOL)
[ ] Description of Incident/Loss
[ ] Supporting Evidence (Photos/Documents)
[ ] Communication Touchpoints Completed (Initial Acknowledgement Received, Claim Investigator Assigned, Status Update Sent, Settlement Offer Presented)
[ ] Estimated Loss Value
[ ] Claims Auditor Verification

--- RENEWAL & RETENTION WORKFLOW ---
[ ] Renewal Notice Dispatch Date
[ ] Renewal Premium Adjustment Status (No Change, Increase, Decrease, Re-underwriting Required)
[ ] Retention Strategy Implemented (Loyalty Discount Applied, Policy Bundle Offer Sent, Personalized Agent Outreach, Automated Email Sequence)
[ ] Customer Retention Risk Level
[ ] Detailed Renewal Observations
[ ] Revised Quote Document
[ ] Auditor Verification

--- OMNICHANNEL CONSISTENCY AUDIT ---
[ ] Active Customer Channels (Mobile App, Web Portal, Email, Telephone/Call Center, Direct Mail, Social Media/Chatbots)
[ ] Brand Messaging Alignment Score (Fully Consistent, Minor Discrepancies Noted, Significant Inconsistencies, Critical Brand Mismatch)
[ ] Discrepancy Details
[ ] Channel Comparison Screenshots
[ ] Data Sync Latency (Minutes)

--- POST-INTERACTION FEEDBACK & SENTIMENT ---
[ ] Net Promoter Score (NPS) Captured
[ ] Primary Customer Feedback Channel (Email Survey, In-App Prompt, Phone Call, SMS/Text)
[ ] Identified Pain Points in Feedback (Slow Response Time, Unclear Communication, Technical/Digital Friction, Pricing/Premium Discrepancies, Staff Professionalism)
[ ] Detailed Sentiment Analysis Summary
[ ] Date of Feedback Collection
[ ] Customer Transcript or Screenshot Attachment

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