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.

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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

Post-claims auto-survey

Survey triggered automatically 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 escalation

A policyholder rates below 3 stars — the branch manager gets an instant alert to intervene 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.

Agency management integration

Connect with Applied Epic, Hawksoft or AMS360 via Webhook for automated survey delivery.

What insurance agency owners say

«Pre-renewal surveys identified 34 at-risk policyholders. Personal outreach saved 29 of them — that is over $87K in annual premiums retained.»

«Post-claims surveys showed our response time was 3x slower than clients expected. We restructured the workflow — claims NPS jumped from 31 to 58.»

How to collect insurance client feedback

Multiple channels — respondents choose the most convenient one and respond in 1–2 minutes

Post-claims email

Automatic survey after claim resolution — captures 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

Choose a template

Pick a ready-made survey for your industry and customize the questions in minutes — 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 onboarding NPS at 30 days post-policy, claims experience surveys within 7 days of resolution, annual renewal pulse 60 days before renewal and post-cancel exit surveys.

What questions should insurance surveys include before committing to a program lead?

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. Keep the result attached to source tags so the weekly review can act without rereading every comment.

How do surveys reduce churn at renewal?

Pre-renewal pulse 60 days out identifies at-risk policies. Agents intervene with rate review, coverage update or relationship call. Agencies that act cut renewal churn 15-30% — direct retention revenue impact.

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 claims experience (the moment of truth)?

Post-claims surveys reveal adjuster speed, communication clarity and settlement satisfaction. Agencies that act on patterns retain 95%+ of claimants vs. 70% baseline — claims churn is the #1 leak in insurance.

Does SurveyNinja integrate with insurance agency management systems?

Yes. Via webhooks, Zapier and the API we connect with Applied Epic, AMS360, EZLynx, HawkSoft, Salesforce Financial Services Cloud and most agency management systems. Surveys auto-trigger on policy event.

How am I alerted to dissatisfied clients and claims issues?

Low scores or critical keywords ("switching carriers", "DOI complaint", "lawsuit", "bad faith", "non-renewal") trigger instant Slack alert to principal. Same-day call recovers most policies and prevents Department of Insurance complaints.

Which Agent rating pattern belongs in the operations sync?

Yes. The template library includes onboarding 30-day, post-claims, pre-renewal, post-cancellation exit, agent recruiting and book-of-business transfer. Editable in minutes.

How do surveys grow cross-sell and policy density?

NPS 9-10 clients get auto-prompted with "want a quote on home/auto/life?" Top agencies cross-sell 25-40% of promoters within 6 months — driving policy density (the #1 retention driver) and lifetime 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 · no credit card required

Free — forever

Up to 3 surveys
100 responses/mo
10 questions per survey
Logic and basic analytics

Start free

Basic

$15/mo per month, billed annually

For small teams and regular feedback collection

10 surveys per account
1,000 responses per month
30 questions per survey
10,000 views per month
Logic branching
Image, video & audio attachments
Custom themes
Export (PDF, CSV, XLSX)

Choose plan

Standard

$37/mo per month, billed annually

For marketing, HR and product research

50 surveys per account
5,000 responses per month
50 questions per survey
100,000 views per month
Incomplete responses
Removable copyright
Auto-backups
Custom survey URL

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
∞ views per month
Team collaboration
Custom domain
Score calculation
Redirects

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