INSURANCE POLICYHOLDER EXPERIENCE SURVEY CHECKLIST

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


--- INITIAL CONTACT & QUOTE PROCESS ---
[ ] How did you first hear about us? (Online Advertisement, Referral from Friend/Family, Social Media, Search Engine (Google, etc.), Other)
[ ] How long did it take to receive an initial quote?
[ ] How easy was it to find the information you needed on our website/app? (Very Easy, Easy, Neutral, Difficult, Very Difficult)
[ ] Please describe any difficulties you encountered during the initial contact or quote process.
[ ] Was the quote presented clearly and understandably? (Yes, No, Somewhat)

--- POLICY PURCHASE & DOCUMENTATION ---
[ ] How easy was it to understand the policy documents? (Very Easy, Easy, Neutral, Difficult, Very Difficult)
[ ] Was the pricing presented clearly and transparently? (Yes, very clearly, Yes, mostly clear, Somewhat unclear, Not at all clear)
[ ] Please describe any confusion you experienced during the purchase process.
[ ] Date of Policy Purchase
[ ] Amount of Premium Paid
[ ] Did you receive all necessary documentation after purchase? (Yes, all documents were complete, Yes, but some were missing, No, many documents were missing)

--- COVERAGE UNDERSTANDING & SUITABILITY ---
[ ] How well do you understand your coverage limits? (Not at all, A little, Somewhat, Very well)
[ ] In your own words, briefly describe what you believe your policy covers.
[ ] Did the agent or representative adequately explain the exclusions to your policy? (Yes, No, Not applicable/Don't remember)
[ ] On a scale of 1 to 10 (1 being not suitable at all, 10 being perfectly suitable), how well does your policy meet your needs?
[ ] What specific needs or concerns, if any, do you feel your policy does *not* adequately address?

--- CLAIMS PROCESS – INITIATION ---
[ ] Date of Loss/Incident
[ ] Time of Loss/Incident (approximate)
[ ] How did you initiate the claim? (Online Form, Phone Call, Email, Other)
[ ] Brief Description of Incident/Loss
[ ] Approximate Value of Loss (USD)
[ ] Was the process clear and understandable? (Yes, No, Somewhat)

--- CLAIMS PROCESS – HANDLING & COMMUNICATION ---
[ ] How quickly (in days) did you receive an initial acknowledgement of your claim?
[ ] How would you rate the clarity of the communication regarding the claim process? (Very Clear, Clear, Somewhat Clear, Not Clear)
[ ] Please describe any challenges you encountered regarding communication during the claims process.
[ ] Was the claims adjuster responsive to your inquiries? (Yes, very responsive, Yes, somewhat responsive, No, not responsive)
[ ] Date of last communication regarding claim status.

--- CLAIMS PROCESS – RESOLUTION & PAYMENT ---
[ ] Amount Paid (USD)
[ ] Date Payment Received
[ ] Payment Method (Check, Electronic Funds Transfer (EFT), Credit Card)
[ ] Fairness of Settlement (Very Fair, Fair, Neutral, Unfair, Very Unfair)
[ ] Comments on Settlement Process (Optional)
[ ] Clarity of Payment Explanation (Very Clear, Clear, Somewhat Clear, Not Clear)

--- CUSTOMER SERVICE INTERACTIONS ---
[ ] How satisfied were you with the agent's knowledge? (Very Satisfied, Satisfied, Neutral, Dissatisfied, Very Dissatisfied)
[ ] How would you rate the agent's professionalism? (Excellent, Good, Fair, Poor)
[ ] On a scale of 1-10 (1 being very slow, 10 being very fast), how would you rate the responsiveness of the agent?
[ ] Please describe what the agent did well.
[ ] How could the agent have improved their service?
[ ] Was the agent able to resolve your issue or answer your question? (Yes, fully resolved, Partially resolved, Not resolved)

--- OVERALL SATISFACTION & LOYALTY ---
[ ] Overall Satisfaction (1-10, 1=Not at all, 10=Extremely)
[ ] How likely are you to recommend us to a friend or family member? (Not at all likely, Slightly likely, Neutral, Likely, Very likely)
[ ] How would you rate the value for money?
[ ] Considering your overall experience, would you renew your policy? (Yes, No, Unsure)
[ ] What could we have done to make your experience better?

--- DIGITAL EXPERIENCE (WEBSITE/APP) ---
[ ] How easy was it to navigate our website/app? (Very Easy, Easy, Neutral, Difficult, Very Difficult)
[ ] On a scale of 1-10 (1 being slow, 10 being fast), how would you rate the loading speed of our website/app?
[ ] Which of the following tasks were you able to complete online? (Select all that apply) (View policy documents, Pay bills, Update contact information, File a claim, None of the above)
[ ] How helpful were the FAQs/Help section on our website/app? (Very Helpful, Helpful, Neutral, Not Helpful, Not Applicable)
[ ] What, if anything, could we improve about our website/app?

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