Question 1

What should a claims experience survey measure?

Accepted Answer

An effective claims experience survey looks past a single satisfaction score to the specific moments that shaped it: how fast the claim resolved, how clearly and often the adjuster communicated, whether the settlement felt fair, how easy it was to file and track status, and how the whole thing compared to what the policyholder expected when they bought the policy. It should also capture forward-looking signals, renewal intent and openness to recommending you, so feedback connects to retention and growth rather than sitting in a report. This template gathers all of it conversationally, probing each moment only as deeply as the policyholder's answers warrant, so a smooth claim stays short while a difficult one gets the room it needs.

Question 2

How does a post-claim survey improve retention?

Accepted Answer

Policyholders rarely announce that they are leaving. They have a claim that felt slow or unfair, they say nothing, and they quietly shop at renewal. A conversational post-claim survey catches that signal while you can still act on it. When a policyholder expresses doubt, the AI can flag the account in real time and route it to a retention specialist or account manager with the full context of what went wrong, so the save call happens this week rather than after the competitor's quote arrives. Over time, the themes across thousands of claims tell you which parts of the process are quietly costing you renewals, so you can fix the driver, not just the symptom.

Question 3

When should you send a post-claim survey?

Accepted Answer

Best practice is to reach out after the claim decision is final, whether the claim was approved or denied, typically within 48 to 72 hours of settlement while the experience is fresh but the stress has eased. Surveying mid-claim risks interfering with the claims process itself and rarely produces useful feedback, since the outcome the policyholder cares most about has not happened yet. This template is built for that post-decision window: it triggers when a claim closes in your claims system, and it stays clearly framed as a request for feedback on the experience, separate from the claim itself.

Question 4

Can it handle approved and denied claims differently?

Accepted Answer

Yes. The conversation adapts to the outcome. A policyholder whose claim was paid smoothly gets a short, appreciative conversation that looks for what earned their trust and whether they would refer you. A policyholder whose claim was denied or reduced gets a more careful, empathetic conversation that gives them room to explain how the decision landed and where communication could have been clearer. In both cases the conversation stays focused on the experience and perception, not on re-opening or re-adjudicating the claim, so you learn how to improve the process without creating a channel for disputes.

Question 5

How is this different from our claims NPS or CSAT survey?

Accepted Answer

You keep the score and gain the reason behind it. A standard claims NPS or CSAT survey tells you a policyholder rated the experience a 6; this conversation asks why and hears that the adjuster went quiet for nine days or the payout felt lower than expected. It also acts on what it learns, flagging detractors for a retention call and inviting promoters to refer, so the feedback drives renewals and referrals instead of sitting in a dashboard.

Question 6

When is the best time to send a post-claim survey?

Accepted Answer

After the claim decision is final, whether it was approved or denied, usually within 48 to 72 hours of settlement. That window is late enough that the outcome the policyholder cares about has happened, and early enough that the experience is still fresh. The template can trigger automatically when a claim closes in your claims system so the timing is consistent across every claim.

Question 7

Does this work for denied and disputed claims?

Accepted Answer

Yes, and those are often the most valuable conversations to have. The AI handles a denied or reduced claim with more care, giving the policyholder space to describe how the decision landed and where the communication fell short. It gathers experience feedback and perception; it does not re-open, dispute, or re-adjudicate the claim, and it can be configured to route anyone who wants to formally contest an outcome to the right human channel.

Question 8

Can it flag policyholders who are at risk of leaving?

Accepted Answer

Yes. The conversation detects doubt and dissatisfaction as it happens and can flag the policyholder in real time, then route them to a retention specialist or account manager with a summary of exactly what went wrong. High-risk accounts can trigger a Slack alert, a task in your CRM, or a note against the claim, so the save conversation happens before the policyholder starts shopping.

Question 9

Is this post-claim survey template free?

Accepted Answer

Yes, you can use this post-claim survey template for free. Start from the template, customize the questions, at-risk rules, and routing for your lines of business, and launch it without any setup cost. You only move to a paid plan when you need higher conversation volume or advanced integrations, so you can test it against your current claims survey first.

Question 10

Can I send it by email or text and embed it on our site?

Accepted Answer

Yes. Share the conversation as a link in a post-claim email or text, embed it in your policyholder portal, or trigger it from your claims system when a claim closes. It is mobile-responsive out of the box, so policyholders get the same guided experience whether they open it on a phone at the kitchen table or on a desktop.

Question 11

Is the feedback we collect secure?

Accepted Answer

Yes. Perspective is SOC 2 Type II and ISO 27001:2022 certified, with data encrypted in transit and at rest, regular penetration testing, and continuous security monitoring. You own your data, and we never sell it or use it to train models. Note that Perspective is not HIPAA-certified, so if a claim conversation would involve protected health information, contact us to discuss your requirements before deploying. Full details are available at trust.getperspective.ai.

Question 12

How is this different from Medallia or Qualtrics for claims feedback?

Accepted Answer

Those platforms are built to score and dashboard feedback at scale: you get robust reporting on the numbers, but the depth still comes from static survey questions and after-the-fact analysis. This template runs an adaptive conversation that probes each policyholder's specific claim in the moment, captures the reasons a rating scale flattens, and routes at-risk policyholders to a save conversation as it happens. You still get structured, exportable data and themes, with far richer context and a built-in path to action.

Post-Claim Survey Template

What's inside this template

Information it collects

Questions it always asks

How it adapts

Where it routes people

Automations it can trigger

How this AI template works

Getting started

Template Details

Forms collect fields. Conversations capture context.

The static form

The AI conversation

What is a post-claim survey?

FAQ

Frequently Asked Questions

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