31 Insurance Survey Questions Guide
Explore 25 insurance survey questions with sample prompts, insights, and strategies to improve response quality and customer feedback.
Insurance survey questions are the prompts you use to learn what customers, prospects, and policyholders really think, whether you are building a life insurance survey, a claims check-in, or a life insurance illustration questionnaire. Better questions lead to better policies.
Here’s the thing: for insurers, agencies, brokers, claims teams, and customer experience teams, the right insurance survey can improve retention, service, and sales without guesswork. Plus, you’ll see the most useful insurance surveys, when to use them, sample questions, and how to turn feedback into smarter action, because random forms help about as much as a online survey tool teapot.
Insurance Customer Satisfaction Survey Questions
Sample questions
How satisfied are you with your overall experience with our insurance company?
How easy was it to get the information you needed about your policy?
How satisfied are you with the responsiveness of our customer service team?
How clearly did we explain your coverage, exclusions, and next steps?
How likely are you to renew your policy with us?
This is your baseline insurance survey.
Why & When to Use
This is the core life insurance survey or insurance survey format you send after onboarding, renewal, policy servicing, or support interactions.
It works when you want a quick read on overall sentiment, service quality, ease of doing business, and customer loyalty across policyholders.
Here’s the thing: satisfaction, loyalty, and effort are related, but they are not twins wearing the same hat.
Satisfaction shows how happy people feel about the experience.
Loyalty shows whether they plan to stay, renew, or recommend you.
Effort shows how easy or frustrating it was to get something done.
For agencies, carriers, and brokers looking for customer satisfaction in insurance examples, this is often the starting point because it gives you a broad view before you build a more specific insurance questionnaire or help desk survey questions life insurance illustration questionnaire.
Plus, this survey on insurance works best with rating scales followed by one open-ended question like, “What could we have done better?”
On top of that, segment results by policy type, customer tenure, and channel, like phone, email, or portal, so your insurance surveys reveal what is actually driving the score.
If your questionnaire for insurance agents or service teams needs one dependable benchmark, this is usually it.
Insurance surveys should measure satisfaction, loyalty, and effort separately, because McKinsey’s survey of 8,500+ North American insurance customers found these dimensions drive different behaviors and channel preferences (source).
How to create an insurance survey in HeySurvey
1. Create a new survey
Start by clicking the button below to open a template, or choose a blank survey if you want to build from scratch. Give your survey a clear internal name, such as “Insurance Customer Feedback” or “Policy Quote Survey.” If needed, add your logo and adjust basic settings like the survey title, dates, and response limit.
2. Add questions
Click Add Question and choose the best question type for insurance survey questions. Use Choice for multiple-choice questions, Scale for satisfaction ratings, Dropdown for plan selection, and Text for open feedback. You can mark important questions as required, add branching to show follow-up questions, and reorder questions anytime. Keep the wording simple so respondents can answer quickly.
3. Publish your survey
Preview the survey to check how it looks on desktop and mobile. When everything is ready, click Publish to generate a shareable link. You can then send it to clients, policyholders, or prospects and start collecting responses right away.
Insurance Claims Survey Questions
Sample questions
How easy was it to submit your insurance claim?
How satisfied were you with the speed of claim handling?
How clearly did our team explain the claims process and timeline?
Did you feel the claim outcome was fair based on your policy coverage?
What was the most frustrating part of your claims experience?
Claims feedback is where trust gets tested.
Why & When to Use
Use this life insurance survey or insurance survey format after a claim is filed, actively handled, paid, denied, or fully closed.
It helps you measure speed, fairness, communication, documentation burden, and trust across the full claims journey.
Here’s the thing: a claims experience can shape retention and brand reputation more than almost any other moment, because people are not just filling out paperwork, they are often dealing with stress, uncertainty, or loss.
That is why your insurance questionnaire should use calm, empathetic wording that feels human, not robotic enough to sound like it was raised by a spreadsheet.
This type of life insurance illustration questionnaire works best when sent soon after resolution, while details are still fresh and specific.
Plus, claim stage matters, so you should review results by touchpoint, not just as one big average:
FNOL, or first notice of loss
Active claim handling
Closure
Denial
Payout
On top of that, mix rating questions with one open text response so your insurance surveys show both measurable trends and real customer language.
If you are building a stronger survey on insurance or a questionnaire for insurance agents, claims feedback is often the sharpest place to start.
J.D. Power found property-claims satisfaction is driven more by clear, proactive communication than settlement speed, making help desk survey questions especially valuable (source).
Policy Purchase and Onboarding Survey Questions
Sample questions
How easy was it to compare policy options and choose the right coverage?
How clear was the application process from start to finish?
Did you understand what your policy covers before purchasing?
How helpful were our onboarding emails, calls, or welcome materials?
What nearly stopped you from completing your policy purchase?
Early journey feedback helps you fix friction before it becomes fallout.
Why & When to Use
Use this life insurance survey or insurance survey right after quote completion, policy purchase, or within the first 30 to 60 days of coverage.
It helps you see whether people actually understood the product, the application flow, underwriting steps, and the welcome experience.
Here’s the thing: if someone gets confused early, they may still buy, but they can also cancel fast, call support more often, or feel unsure the whole time. That is not exactly the kind of plot twist you want.
This life insurance illustration questionnaire is especially useful for spotting friction in your insurance questionnaire, pricing explanations, document requests, and underwriting communication.
Plus, do not just survey people who completed the purchase.
You should also collect feedback from quote abandoners, because they often reveal where conversion quietly slips away.
Look closely at patterns like these:
Confusion about price or premium changes
Unclear coverage details or exclusions
Friction around documents and form fields
Delays or uncertainty during underwriting
Differences between online and agent-assisted journeys
On top of that, use what you learn to tighten FAQs, improve agent scripts, and smooth onboarding emails and welcome sequences.
If you are building better insurance surveys, a sharper survey on insurance at this stage can reduce early churn and make the whole buying journey feel a lot more reassuring.
Life Insurance Survey Questions
Sample questions
What is your main reason for considering life insurance at this time?
How confident are you that you understand the difference between term and permanent life insurance?
What concerns, if any, are preventing you from buying life insurance?
How clear was the explanation of premiums, benefits, and projected values?
Who do you want your life insurance policy to protect financially?
A smart life insurance survey helps you uncover what people feel, fear, and need before they buy.
Why & When to Use
Use this life insurance survey when you want to understand awareness, objections, purchase intent, trust, and beneficiary planning concerns.
It works well for both broad insurance survey research and focused insurance questionnaire efforts tied to specific campaigns, quote flows, or advisor conversations.
Here’s the thing: this type of life insurance illustration questionnaire is not just about customer satisfaction.
It can also guide pre-sales education, messaging, and content strategy, especially when people are still figuring out what coverage even means for their family.
You should clearly separate educational research surveys from customer experience surveys, because one explores beliefs and knowledge, while the other measures how your process performed.
Common barriers usually show up fast:
Affordability concerns
Product complexity
Procrastination
Mistrust of insurers or agents
Uncertainty about who should be protected
Plus, this survey on insurance touches personal topics like family, health, and financial planning, so keep wording respectful and easy to answer.
On top of that, if you add demographic segmentation, do it carefully and explain why you are asking.
That makes your insurance surveys feel more thoughtful, and less like a nosy clipboard in a trench coat.
LIMRA’s 2025 Insurance Barometer Study found young adults overestimate term life insurance costs by 10–12x, making affordability misconceptions a major survey topic (source).
Insurance Agent and Advisor Feedback Survey Questions
Sample questions
How easy is it to explain our insurance products to prospects?
Which part of the sales or underwriting process creates the most friction?
How satisfied are you with the speed and quality of support from our internal team?
How competitive do you believe our pricing and coverage are in the market?
What tools or resources would help you close more policies?
A sharp questionnaire for insurance agents shows you what is slowing sales down before results start wobbling.
Why & When to Use
Use this insurance survey when you want feedback from captive agents, independent agents, brokers, or internal advisors who deal with your products every day.
They see product fit, underwriting friction, lead quality, and support gaps up close, which makes this a very practical life insurance survey and a smart companion to any life insurance illustration questionnaire.
Here’s the thing: customers can tell you how the experience felt, but agents can tell you why it got messy in the first place.
That makes advisor feedback especially useful for distribution improvement, training, and sales enablement, because it surfaces operational issues regular insurance surveys often miss.
Focus on patterns like these:
Products that sound good on paper but are hard to explain
Underwriting steps that delay quotes or kill momentum
Weak leads that waste selling time
Missing sales tools, scripts, or comparison materials
Slow internal support that makes agents feel like they are playing phone tag with a fax machine
Plus, separate responses from new agents and top producers so you do not mix beginner confusion with system-level problems.
On top of that, use recurring pulse surveys instead of a one-off annual insurance questionnaire.
That way, your survey on insurance can improve training, quoting workflows, underwriting handoffs, and the resources your advisors need to close more business.
Insurance Renewal and Retention Survey Questions
Sample questions
How likely are you to renew your policy with us?
How fair do you believe your premium is compared with the value you receive?
What is the biggest factor influencing your renewal decision?
Have you considered switching to another insurance provider? Why or why not?
What could we do to make you more likely to stay with us?
A smart life insurance survey helps you catch churn risk before a customer quietly slips out the side door.
Why & When to Use
Use this insurance survey before renewal, right after renewal, or after cancellation or non-renewal when you want to understand price sensitivity, perceived value, and switching risk.
It works especially well as a survey for insurance retention because it shows you which policyholders are staying happily, which ones are hesitating, and which ones already have one foot in another tab.
Here’s the thing: price matters, but it is rarely the whole story.
On top of that, your life insurance survey should measure premium fairness alongside service quality, trust, and coverage fit, because people do not always leave just because of cost.
Watch for patterns like these:
Customers who say the premium feels high for the value received
Policyholders who mention poor service or slow claims support
People who are shopping around even if they have not canceled yet
Customers whose coverage no longer fits their life stage or goals
Former customers who might respond to a win-back offer
Plus, use separate insurance survey flows for renewing customers and canceling customers so the feedback stays clean and useful.
Tie churn signals from your insurance surveys to retention outreach, loyalty campaigns, cross-sell opportunities, and win-back strategies, and your life insurance illustration questionnaire process becomes a lot more valuable over time.
Best Practices for Writing and Using Insurance Survey Questions
Sample questions
Is each question tied to a specific business decision or metric?
Are we using simple, policyholder-friendly language instead of internal jargon?
Does the survey avoid leading, double-barreled, or biased questions?
Are we collecting only the customer data we truly need?
Do we have a plan to act on negative feedback quickly?
A strong life insurance survey works best when every question earns its place and every answer leads somewhere useful.
Why & When to Use
Use this section as your operating guide before launching any insurance survey, insurance questionnaire, or life insurance illustration questionnaire.
It helps you tighten wording, improve response quality, and make sure your insurance surveys produce answers you can actually use, not just a spreadsheet that stares back at you.
Here’s the thing: a good survey on insurance is not just about asking questions, it is about asking the right ones at the right moment.
Keep these Dos in mind:
Do keep your life insurance survey short and goal-specific.
Do match each insurance survey to the policyholder journey stage.
Do mix scaled questions with open-ended ones.
Do personalize by product line when possible.
Do test wording for clarity before launch.
And avoid these Don’ts:
Don’t ask vague or overlapping questions.
Don’t overload people with too many open-text fields.
Don’t use technical insurance language without explanation.
Don’t survey customers at the wrong moment.
Don’t collect feedback without a follow-up plan.
Plus, review survey length, timing, audience segmentation, and privacy before launch, because even the best insurance questionnaire can flop if the setup is messy.
How to Turn Insurance Survey Insights Into Action
Sample questions
Which survey themes appear most often across customer segments?
What issues have the biggest impact on retention, referrals, or complaints?
Which teams own each problem revealed by the survey data?
What quick wins can we implement in the next 30 days?
How will we measure whether changes improved the customer experience?
Your life insurance survey only starts paying off when the answers turn into clear next steps.
Why & When to Use
Use this final step after any insurance survey, life insurance survey, or life insurance illustration questionnaire when you want feedback to lead to real improvements.
Here’s the thing: collecting responses is the easy part, but turning an insurance questionnaire into action is where the value lives.
Start by grouping feedback into simple buckets so patterns are easier to spot:
Service
Pricing
Communication
Claims
Product clarity
Plus, review those themes by customer segment, policy type, or journey stage so your survey on insurance reveals what is widespread and what is isolated.
Next, prioritize issues using two filters:
How often the issue appears
How strongly it affects retention, referrals, complaints, or satisfaction
On top of that, assign clear owners for each issue, whether that is sales, support, claims, onboarding, or product teams, because "everyone owns it" usually means no one does. Tiny mystery solved.
Then build a 30-day action list with a few quick wins, a longer-term fix plan, and success metrics tied to each change.
If appropriate, close the loop with customers, agents, or claimants so they know their feedback shaped improvements.
The best insurance survey questions, insurance surveys, and questionnaire for insurance agents are the ones tied to decisions, action plans, and continuous improvement.
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