Insurance Claim Process Feedback
Insurance claims are moments of truth that define customer loyalty. This comprehensive feedback form measures the entire claim journey using Customer Effort Score (CES) methodology - because in insurance, ease matters most. From initial filing through documentation, communication, and final resolution, capture detailed insights that help improve claim processing and policyholder retention.
Try the Form
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export function insuranceClaimFeedback(form: FormTs) {
// Insurance Claim Process Feedback - CES-focused claim experience survey
// Demonstrates: RatingScale (CES), MatrixQuestion, StarRating, Slider, ThumbRating, conditional visibility, dynamic labels
// ============================================
// HEADER
// ============================================
form.addRow(row => {
row.addTextPanel('header', {
label: 'Your Claim Experience Matters',
computedValue: () => 'Help us improve our claims process for you and other policyholders',
customStyles: {
background: 'linear-gradient(135deg, #1e40af 0%, #3b82f6 100%)',
color: 'white',
padding: '24px',
borderRadius: '12px',
textAlign: 'center'
}
});
});
// ============================================
// SECTION 1: Claim Information
// ============================================
const claimSection = form.addSubform('claimSection', {
title: 'Claim Details',
customStyles: { backgroundColor: '#eff6ff', padding: '16px', borderRadius: '12px' }
});
claimSection.addRow(row => {
row.addDropdown('claimType', {
label: 'Type of claim',
options: [
{ id: 'auto-accident', name: 'Auto - Accident/Collision' },
{ id: 'auto-theft', name: 'Auto - Theft/Vandalism' },
{ id: 'auto-glass', name: 'Auto - Windshield/Glass' },
{ id: 'home-damage', name: 'Home - Property Damage' },
{ id: 'home-theft', name: 'Home - Theft/Burglary' },
{ id: 'home-liability', name: 'Home - Liability' },
{ id: 'health', name: 'Health Insurance' },
{ id: 'life', name: 'Life Insurance' },
{ id: 'travel', name: 'Travel Insurance' },
{ id: 'other', name: 'Other' }
],
isRequired: true
}, '1fr');
row.addDropdown('claimOutcome', {
label: 'Claim outcome',
options: [
{ id: 'approved-full', name: 'Approved - Full amount' },
{ id: 'approved-partial', name: 'Approved - Partial amount' },
{ id: 'denied', name: 'Denied' },
{ id: 'withdrawn', name: 'Withdrawn by me' },
{ id: 'pending', name: 'Still in progress' }
],
isRequired: true
}, '1fr');
});
claimSection.addRow(row => {
row.addDropdown('claimDuration', {
label: 'How long did the claim process take?',
options: [
{ id: 'same-day', name: 'Same day' },
{ id: '2-3-days', name: '2-3 days' },
{ id: '1-week', name: 'About 1 week' },
{ id: '2-weeks', name: '1-2 weeks' },
{ id: '1-month', name: '2-4 weeks' },
{ id: 'longer', name: 'More than a month' }
]
}, '1fr');
row.addDropdown('filingMethod', {
label: 'How did you file the claim?',
options: [
{ id: 'online', name: 'Online/Website' },
{ id: 'app', name: 'Mobile App' },
{ id: 'phone', name: 'Phone call' },
{ id: 'agent', name: 'Through my agent' },
{ id: 'in-person', name: 'In person' },
{ id: 'email', name: 'Email' }
]
}, '1fr');
});
// ============================================
// SECTION 2: Customer Effort Score (CES)
// ============================================
const cesSection = form.addSubform('cesSection', {
title: 'Ease of Claims Process',
customStyles: () => {
const ces = cesSection.ratingScale('effortScore')?.value();
if (ces !== null && ces !== undefined) {
if (ces <= 2) return { backgroundColor: '#d1fae5', padding: '16px', borderRadius: '12px' };
if (ces >= 6) return { backgroundColor: '#fee2e2', padding: '16px', borderRadius: '12px' };
}
return { padding: '16px', borderRadius: '12px', border: '1px solid #bfdbfe' };
}
});
cesSection.addRow(row => {
row.addRatingScale('effortScore', {
preset: 'ces',
label: 'How much effort did you have to put forth to handle your claim?',
lowLabel: 'Very Low Effort',
highLabel: 'Very High Effort',
alignment: 'center',
size: 'lg',
isRequired: true
});
});
cesSection.addRow(row => {
row.addTextPanel('cesExplanation', {
computedValue: () => {
const ces = cesSection.ratingScale('effortScore')?.value();
if (ces === null || ces === undefined) return '';
if (ces <= 2) return '✅ Great! We aimed to make this easy for you.';
if (ces <= 4) return '📊 Thanks for the feedback. We want to do better.';
return '⚠️ We apologize for the difficulty. Your feedback will help us improve.';
},
customStyles: {
textAlign: 'center',
fontSize: '14px',
padding: '8px',
fontStyle: 'italic'
},
isVisible: () => cesSection.ratingScale('effortScore')?.value() !== null
});
});
// ============================================
// SECTION 3: Process Stage Ratings
// ============================================
const stagesSection = form.addSubform('stagesSection', {
title: 'Process Stage Feedback',
isVisible: () => cesSection.ratingScale('effortScore')?.value() !== null,
customStyles: { backgroundColor: '#eff6ff', padding: '16px', borderRadius: '12px' }
});
stagesSection.addRow(row => {
row.addMatrixQuestion('stageRatings', {
label: 'Please rate each stage of the claims process:',
rows: [
{ id: 'filing', label: 'Filing/Submitting the claim', isRequired: true },
{ id: 'documentation', label: 'Providing documentation' },
{ id: 'communication', label: 'Updates and communication' },
{ id: 'adjuster', label: 'Adjuster/Inspector interaction' },
{ id: 'resolution', label: 'Final resolution/payment' }
],
columns: [
{ id: '1', label: 'Very Difficult' },
{ id: '2', label: 'Difficult' },
{ id: '3', label: 'Neutral' },
{ id: '4', label: 'Easy' },
{ id: '5', label: 'Very Easy' },
{ id: 'na', label: 'N/A' }
],
striped: true,
fullWidth: true
});
});
// ============================================
// SECTION 4: Communication Quality
// ============================================
const communicationSection = form.addSubform('communicationSection', {
title: 'Communication & Transparency',
isVisible: () => cesSection.ratingScale('effortScore')?.value() !== null,
customStyles: { padding: '16px', borderRadius: '12px', border: '1px solid #bfdbfe' }
});
communicationSection.addRow(row => {
row.addStarRating('responseTime', {
label: 'Response time to inquiries',
maxStars: 5,
size: 'lg',
alignment: 'center'
}, '1fr');
row.addStarRating('clarityRating', {
label: 'Clarity of information provided',
maxStars: 5,
size: 'lg',
alignment: 'center'
}, '1fr');
});
communicationSection.addRow(row => {
row.addStarRating('updateFrequency', {
label: 'Frequency of status updates',
maxStars: 5,
size: 'lg',
alignment: 'center'
}, '1fr');
row.addStarRating('staffKnowledge', {
label: 'Staff knowledge and helpfulness',
maxStars: 5,
size: 'lg',
alignment: 'center'
}, '1fr');
});
// ============================================
// SECTION 5: Outcome Fairness (conditional)
// ============================================
const fairnessSection = form.addSubform('fairnessSection', {
title: 'Outcome Assessment',
isVisible: () => {
const outcome = claimSection.dropdown('claimOutcome')?.value();
return outcome === 'approved-full' || outcome === 'approved-partial' || outcome === 'denied';
},
customStyles: { backgroundColor: '#eff6ff', padding: '16px', borderRadius: '12px' }
});
fairnessSection.addRow(row => {
row.addRatingScale('fairnessRating', {
preset: 'likert-5',
label: () => {
const outcome = claimSection.dropdown('claimOutcome')?.value();
if (outcome === 'denied') return 'The denial decision was explained clearly and felt fair';
return 'The settlement amount was fair and reasonable';
},
lowLabel: 'Strongly Disagree',
highLabel: 'Strongly Agree',
alignment: 'center'
});
});
// For denied/partial claims - additional questions
const denialSection = form.addSubform('denialSection', {
isVisible: () => {
const outcome = claimSection.dropdown('claimOutcome')?.value();
return outcome === 'denied' || outcome === 'approved-partial';
},
customStyles: { padding: '16px', borderRadius: '12px', backgroundColor: '#fef3c7' }
});
denialSection.addRow(row => {
row.addRadioButton('explanationClarity', {
label: () => {
const outcome = claimSection.dropdown('claimOutcome')?.value();
if (outcome === 'denied') return 'Was the reason for denial clearly explained?';
return 'Was the partial approval clearly explained?';
},
options: [
{ id: 'very-clear', name: 'Yes, very clearly' },
{ id: 'somewhat', name: 'Somewhat, but had questions' },
{ id: 'unclear', name: 'No, it was confusing' },
{ id: 'no-explanation', name: 'No explanation was provided' }
],
orientation: 'vertical'
});
});
denialSection.addRow(row => {
row.addThumbRating('appealInfo', {
label: 'Were you informed about your appeal options?',
showLabels: true,
upLabel: 'Yes',
downLabel: 'No',
alignment: 'center',
size: 'lg'
});
});
// ============================================
// SECTION 6: High Effort Follow-up
// ============================================
const painPointsSection = form.addSubform('painPointsSection', {
title: 'Help Us Understand the Friction',
isVisible: () => {
const ces = cesSection.ratingScale('effortScore')?.value();
return ces !== null && ces !== undefined && ces >= 5;
},
customStyles: { backgroundColor: '#fee2e2', padding: '16px', borderRadius: '12px' }
});
painPointsSection.addRow(row => {
row.addCheckboxList('painPoints', {
label: 'What made the process difficult? (select all that apply)',
options: [
{ id: 'documentation', name: 'Too much documentation required' },
{ id: 'unclear-requirements', name: 'Unclear requirements' },
{ id: 'long-wait', name: 'Long wait times' },
{ id: 'multiple-contacts', name: 'Had to contact multiple times' },
{ id: 'repeat-info', name: 'Had to repeat information' },
{ id: 'difficult-portal', name: 'Difficult online portal' },
{ id: 'phone-hold', name: 'Long phone hold times' },
{ id: 'unhelpful-staff', name: 'Unhelpful staff' },
{ id: 'lost-paperwork', name: 'Lost/Misplaced paperwork' },
{ id: 'changing-info', name: 'Received conflicting information' }
],
orientation: 'vertical'
});
});
painPointsSection.addSpacer();
painPointsSection.addRow(row => {
row.addTextarea('painPointDetails', {
label: 'Please describe the specific challenges you faced',
placeholder: 'Your detailed feedback helps us identify and fix problems...',
rows: 3,
autoExpand: true
});
});
// ============================================
// SECTION 7: Overall Satisfaction
// ============================================
const satisfactionSection = form.addSubform('satisfactionSection', {
title: 'Overall Assessment',
isVisible: () => cesSection.ratingScale('effortScore')?.value() !== null
});
satisfactionSection.addRow(row => {
row.addStarRating('overallSatisfaction', {
label: 'Overall satisfaction with the claims experience',
maxStars: 5,
size: 'xl',
alignment: 'center',
showConfettiOnMax: true
});
});
satisfactionSection.addRow(row => {
row.addRatingScale('npsScore', {
preset: 'nps',
label: 'How likely are you to recommend our insurance to others?',
showCategoryLabel: true,
showSegmentColors: true
});
});
satisfactionSection.addRow(row => {
row.addThumbRating('wouldRenew', {
label: 'Based on this claims experience, will you renew your policy?',
showLabels: true,
upLabel: 'Yes, will renew',
downLabel: 'Reconsidering',
alignment: 'center',
size: 'lg'
});
});
// Follow-up for reconsidering renewal
satisfactionSection.addRow(row => {
row.addTextarea('renewalConcerns', {
label: 'What would need to change for you to confidently renew?',
placeholder: 'Your feedback helps us improve...',
rows: 2,
autoExpand: true,
isVisible: () => satisfactionSection.thumbRating('wouldRenew')?.value() === 'down'
});
});
// ============================================
// SECTION 8: Additional Comments
// ============================================
const commentsSection = form.addSubform('commentsSection', {
title: 'Additional Feedback',
isVisible: () => cesSection.ratingScale('effortScore')?.value() !== null
});
commentsSection.addSpacer();
commentsSection.addRow(row => {
row.addTextarea('additionalComments', {
label: 'Any other comments about your claims experience?',
placeholder: 'Your feedback is valuable to us...',
rows: 3,
autoExpand: true
});
});
commentsSection.addRow(row => {
row.addCheckbox('contactMe', {
label: 'Please contact me to discuss my experience'
});
});
commentsSection.addRow(row => {
row.addTextbox('contactPhone', {
label: 'Phone number',
placeholder: '(555) 123-4567',
isVisible: () => commentsSection.checkbox('contactMe')?.value() === true
}, '1fr');
row.addTextbox('bestTime', {
label: 'Best time to call',
placeholder: 'Morning, afternoon, or specific time',
isVisible: () => commentsSection.checkbox('contactMe')?.value() === true
}, '1fr');
});
// ============================================
// SUMMARY
// ============================================
const summarySection = form.addSubform('summary', {
title: 'Feedback Summary',
isVisible: () => cesSection.ratingScale('effortScore')?.value() !== null
});
summarySection.addRow(row => {
row.addTextPanel('summaryContent', {
computedValue: () => {
const ces = cesSection.ratingScale('effortScore')?.value();
const claimType = claimSection.dropdown('claimType')?.value();
const outcome = claimSection.dropdown('claimOutcome')?.value();
const overall = satisfactionSection.starRating('overallSatisfaction')?.value();
const nps = satisfactionSection.ratingScale('npsScore')?.value();
const npsCategory = satisfactionSection.ratingScale('npsScore')?.npsCategory();
const wouldRenew = satisfactionSection.thumbRating('wouldRenew')?.value();
const cesLabel = ces !== null && ces !== undefined ?
(ces <= 2 ? 'Low Effort ✅' : ces <= 4 ? 'Moderate Effort' : 'High Effort ⚠️') : 'Not rated';
const outcomeLabels: Record<string, string> = {
'approved-full': '✅ Approved (Full)',
'approved-partial': '⚠️ Approved (Partial)',
'denied': '❌ Denied',
'withdrawn': '↩️ Withdrawn',
'pending': '⏳ In Progress'
};
let summary = '📋 Claims Feedback Summary\n';
summary += '═'.repeat(25) + '\n\n';
summary += `Claim Type: ${claimType || 'Not specified'}\n`;
summary += `Outcome: ${outcomeLabels[outcome || ''] || 'Not specified'}\n`;
summary += `\nCustomer Effort: ${ces}/7 (${cesLabel})\n`;
if (overall) {
summary += `Satisfaction: ${'★'.repeat(overall)}${'☆'.repeat(5 - overall)}\n`;
}
if (nps !== null && nps !== undefined) {
summary += `NPS: ${nps}/10 (${npsCategory})\n`;
}
summary += `\nRenewal Intent: ${wouldRenew === 'up' ? 'Will Renew' : wouldRenew === 'down' ? 'Reconsidering ⚠️' : 'Not answered'}`;
return summary;
},
customStyles: {
padding: '16px',
borderRadius: '12px',
backgroundColor: '#eff6ff',
whiteSpace: 'pre-wrap',
fontFamily: 'monospace',
fontSize: '13px',
borderLeft: '4px solid #3b82f6'
}
});
});
// ============================================
// FORM CONFIGURATION
// ============================================
form.configureSubmitButton({
label: 'Submit Claim Feedback',
isVisible: () => cesSection.ratingScale('effortScore')?.value() !== null
});
form.configureCompletionScreen({
type: 'text',
title: 'Thank You for Your Feedback',
message: 'Your feedback helps us improve our claims process for all policyholders. We take every response seriously and use this information to make the claims experience better.'
});
}
Frequently Asked Questions
Why use Customer Effort Score (CES) for insurance claims?
CES is ideal for insurance because claims are inherently stressful. Customers don't expect delight - they expect easy, fair resolution. CES measures how much effort was required, which directly predicts loyalty. Low-effort claim experiences increase retention by up to 94%.
When should this survey be sent?
Send immediately after claim resolution (approved or denied). This captures the complete experience while fresh. Some insurers also send mid-process check-ins for long claims, but be careful not to interrupt during active processing.
How do I handle negative feedback on denied claims?
Separate feedback on the outcome from feedback on the process. A denied claim can still have excellent service. Ask specifically about communication, clarity of explanation, and fairness of process - not just satisfaction with the result.
What's a good CES score for insurance claims?
CES typically uses 1-7 scale where lower is better (less effort). Average scores around 3-4 indicate acceptable effort. Below 3 is excellent, above 5 signals serious friction. Track by claim type and channel to identify specific improvement areas.
Should I include questions about claim outcome fairness?
Yes - perceived fairness strongly influences loyalty regardless of outcome. Even declined claims feel better when the decision is explained clearly and feels fair. Include questions about explanation clarity and perceived fairness separately from process satisfaction.
How can claims feedback improve retention?
Claims are the #1 driver of insurance switching. Positive claim experiences increase renewal rates by 20-30%. Use feedback to identify friction points (documentation, communication gaps, delays) and fix systemically. Close the loop with unhappy claimants personally.