Claims Handling Survey

Please complete the following Claims Handling Survey based on the service you recently received, this form should only take a few minutes to complete.  Today we will be gaining your thoughts and opinions in order to better serve you in the future. Thank you for your time.

Customer Name*

Policy Number*

Claim Reference

E-mail Address*

1. Was your claim for
DamageTheftLossBreakdown

2. During your initial contact with us regarding your claim, how satisfied were you with the explanation of the claims process and the next steps? On a scale of 1-5, with 5 being very satisfied and 1 being not satisfied.
12345N/A

3. Overall, when contacting the claims department, I received a response in a timely manner when using:

Telephone
Most of the timeSometimesRarelyN/A
E-mail
Most of the timeSometimesRarelyN/A

4. What repairer/supplier was used to fulfil your claim?

5. How satisfied were you with the communication received from the repairer/supplier, in regards to the progress of the claim? On a scale of 1–5, with 5 being very satisfied and 1 being not satisfied.
12345

6. How satisfied were you with the attitude and helpfulness of the claims handler towards your situation? On a scale of 1-5, with 5 being very satisfied and 1 being not satisfied.
12345

7. How long did your claim take from the date you submitted your claim form to receiving your equipment?
Up to 7 DaysUp to 14 DaysUp to 28 DaysUp to 35 DaysOver 36 Days

8. How satisfied were you with the time taken to receive your equipment? On a scale of 1-5, with 5 being very satisfied and 1 being not satisfied.
12345

9. Overall how satisfied were you with the claim process? On a scale of 1-5, with 5 being very satisfied and 1 being not satisfied.
12345

10. Based on the experience with your claim, how likely are you to renew your policy? On a scale of 1-5, with 5 being very likely and 1 being very unlikely.
12345

11. Could we have done anything to improve the service you received?
YesNo
If Yes, please give details:

12. Do you have any further feedback that you would like to give regarding any part of the service you received?

13. Are you happy for us to use any of this information provided as part of our marketing or training material?
YesNo

14. Are you happy for us to contact you to discuss your feedback further?
YesNo