Surveys for Insurance Agencies

Insurance clients rarely engage until they need you most — at claims time. Surveys after key touchpoints help you measure trust, improve claims handling and identify policyholders at risk of switching at renewal.

34 question types

Free to get started

5 min to launch your first survey

Use cases for insurance agencies

Claims experience rating

Survey policyholders after claims resolution to measure speed, communication and outcome satisfaction.

Agent performance tracking

Compare satisfaction by agent to identify top performers and those needing coaching on responsiveness or empathy.

Policyholder loyalty (NPS)

Track how likely clients are to recommend your agency — the clearest signal of renewal intent and referral potential.

Onboarding experience

Gather feedback from new policyholders on the enrollment process, policy clarity and initial agent interactions.

Pre-renewal satisfaction check

Send a brief survey 60 days before renewal to catch dissatisfaction and trigger proactive outreach.

Coverage review feedback

After annual reviews, survey clients on whether they feel adequately covered and understood.

SurveyNinja features for insurance agencies

Survey link at claim close

Add the survey link to the message you send when a claim closes. Capture feedback while the experience is fresh.

Agent-level analytics

Compare NPS and CSAT by agent, policy type and branch. Identify patterns that drive high satisfaction.

Low-rating follow-up

Every response arrives as an instant e-mail (or Telegram) notification, so a policyholder's rating below 3 stars is visible right away and the branch manager can step in before renewal.

Renewal prediction signals

Low NPS scores flag at-risk policyholders. Your team can proactively reach out and address concerns.

Multi-branch dashboard

Track satisfaction across all branches, agents and policy types in one unified view.

Works with your agency system

Add the survey link to the emails Applied Epic, Hawksoft or AMS360 already send. New responses can go to a spreadsheet or other tools through Zapier or webhooks.

How to collect insurance client feedback

The survey is a link: send it by e-mail, QR code or website widget, or in the SMS and messenger messages your own tools already send. It takes 1–2 minutes to answer

Post-claims email

Survey link in the message you send once a claim is resolved, the most critical feedback moment

Pre-renewal SMS

Quick satisfaction check 60 days before renewal — highest intervention value

QR at agency office

Clients scan after in-person consultations or policy reviews

Agent follow-up link

Personal survey link sent by the agent after key interactions

Policy portal widget

Feedback form embedded in your online policyholder portal

How it works

Start from a template

Take a template from the library or describe your survey to the AI generator, then adjust the questions to your business. No technical skills required.

Start free

Share with your audience

Distribute via QR code, direct link, email, or embedded widget — wherever your customers are.

Analyze and act

Track responses in real time in your dashboard and make data-driven decisions that grow your business.

Example questions for insurance surveys

How satisfied are you with the handling of your recent claim?

★ Rating

How likely are you to recommend our agency to a friend or colleague? (0-10)

NPS

Do you feel your current coverage adequately protects your needs?

Multiple choice

What could we do to improve your experience with our agency?

Open text

Frequently Asked Questions

When should insurance agencies survey clients?

Send an onboarding NPS survey 30 days after the policy starts, a claims experience survey within 7 days of resolution, a renewal pulse 60 days before renewal and an exit survey after cancellation.

What questions should insurance surveys include?

Agent responsiveness, claims handling experience (the make-or-break moment), policy clarity, premium fairness, digital tools/portal usability, agent expertise and NPS. Different forms for personal lines, commercial and life.

How do surveys reduce churn at renewal?

A pre-renewal pulse 60 days out identifies at-risk policies. Agents can step in with a rate review, a coverage update or a relationship call while there is still time to keep the client.

Can I evaluate individual agents and CSRs?

Yes. Each survey tags lead agent, CSR and product line. Agency principals see ranked dashboards; reward top producers and identify training needs. Drives commission decisions and book of business assignments.

How do surveys improve the claims experience?

Post-claim surveys reveal adjuster speed, communication clarity and satisfaction with the settlement. Agencies that act on these patterns fix the weak points in the claims process, the moment when many clients decide whether to stay.

Does SurveyNinja integrate with insurance agency management systems?

Yes, through webhooks, Zapier and the API. New responses can go to your agency management system or CRM if it connects to Zapier or accepts webhooks, and through the API your system can create and publish surveys and pull responses. To survey clients after a new policy, a claim or a renewal, add the survey link to the e-mail your system already sends for that event.

How am I alerted to dissatisfied clients and claims issues?

Every response arrives as an instant e-mail notification, or a Telegram message on the Standard plan and up, so the principal sees a low score or a comment like "switching carriers", "lawsuit" or "non-renewal" right away. You can also send responses to Slack through Zapier. A same-day call recovers many policies and helps prevent complaints to the Department of Insurance.

Can I start from a template?

Yes. Start from a template such as Client Intake Form, Customer Satisfaction Survey or NPS Survey and change the questions for 30-day onboarding, post-claims, pre-renewal, an exit survey after cancellation, agent recruiting and book-of-business transfers.

How do surveys grow cross-sell and policy density?

With logic, clients who give a high score see a follow-up question: "Would you like a quote on home, auto or life insurance?" Each yes can notify the agent by email or go to your CRM through Zapier. Clients with several policies tend to stay longer, so these conversations support both retention and commission.

How do surveys support carrier negotiations and contingencies?

Aggregate NPS by carrier reveals which underwriters deliver vs. lag on claims. Agency principals use data in carrier reviews to negotiate better commissions, contingencies and fast-track claims handling.

Start free — scale as your feedback program grows

Choose the plan that matches your response volume and reporting needs. Full pricing

Free

$0/mo No time limit and no credit card required

Free — forever

Up to 50 surveys
100 responses/mo
30 questions per survey
Logic, export, API and MCP

Start free

Basic

$15/mo per month, billed annually

For small teams and regular feedback collection

100 surveys per account
1,000 responses per month
50 questions per survey
1 GB storage, files up to 100 MB
Image, video & audio in questions
Custom themes and your logo
Matrix, file upload and research question types
Response filters

Choose plan

Standard

$37/mo per month, billed annually

For marketing, HR and product research

500 surveys per account
5,000 responses per month
100 questions per survey
3 GB storage, files up to 300 MB
Response limit and deadline
Survey and question timers
No SurveyNinja branding
Incomplete responses

Choose plan

14 days free

Premium

$69/mo per month, billed annually

For large teams and advanced automation

∞ surveys per account
20,000 responses per month
∞ questions per survey
6 GB storage, files up to 500 MB
Custom roles for the team
Custom domain
AI report on responses
Promo codes

Start trial

Enterprise

On request

Custom plan for large companies

Unlimited resources
Up to 1,000,000 responses/month
Flexible task-based limits
Priority support
Number of seats
Monthly response limits
Disk space
Personal manager