Finance and Insurance
Customer satisfaction tracking for insurance companies
In insurance, customers learn the true value of the company at the time of a claim. If claim notification, loss adjustment and payment are long and uncertain, the customer does not renew the policy. Comvo measures every step of the claims process and shows results by agency and process.
Key challenges in the industry
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Uncertainty in the claims process
When customers do not know what stage their file is at, satisfaction drops quickly.
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Standards across the agency network
The sales and service experience varies from agency to agency.
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Renewal loss
A customer with a poor claims experience often does not renew the policy.
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Complaint management
Complaints must be handled on time and on record.
Touchpoints to measure
You can create a separate survey for each touchpoint. You decide the questions, scales and question types (star, score, recommendation, choice, open-ended comment) and deliver them at the right moment by QR code, SMS or email.
- Policy sales
- Claim notification
- Loss adjuster visit
- Partner repair shop
- Claim payment
- Renewal
Sample survey
Policyholders answer the survey on their phone without installing an app. Each question opens on its own screen, and a follow-up question about the reason appears automatically after a low score. You can define all questions and steps as you wish and customize the design to match your corporate identity.
- 1-5 (CSAT)Customer satisfaction (CSAT), 1-5: 1 is the lowest and 5 the highest satisfaction.
- Yes / Partially / NoSingle-choice question; the selected answer can be used as a condition in rules.
- 1-7 (CES)Customer Effort Score (CES), 1-7: a high score indicates the process was easy for the customer.
- 1-51-5 rating scale; a low score indicates a negative experience and can become a case depending on your rules.
- 0-10 (NPS)Net Promoter Score (NPS), 0-10: 9-10 promoters, 7-8 passives, 0-6 detractors. The score is calculated by subtracting the share of detractors from the share of promoters.
Questions, scales and conditional logic are tailored to your company. Responses in the preview are not sent anywhere.
How Does It Work?
- 1 When a claim file is closed, the system sends an event and the customer receives a survey by SMS.
- 2 The response is matched with the file number, agency and repair shop.
- 3 A negative response is assigned as a case to the owner of the relevant process.
- 4 Before renewal, the agency is notified about at-risk policyholders (NPS of 6 or lower in the last survey).
- 5 Results are reported by process and agency.
Sample alert rules
- If the information question is answered "No" or "Partially", a case is assigned to the claim file handler with a resolution time of 2 business days.
- If NPS is 6 or lower, the case goes to the customer experience team as a renewal risk.
- If the partner repair shop score is 2 or lower, the case is forwarded to service network management.
In these examples, a low score means 2 or below on a 1-5 scale, 6 or below on the 0-10 recommendation score and 1-3 stars in online reviews. You set the thresholds and resolution times.
Metrics to track
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Claims process satisfaction
You measure the notification, loss adjustment and payment steps separately.
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Agency comparison
You rank agencies with the same criteria.
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Adequacy of information
You track how well customers are kept informed about the process.
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Renewal risk
You measure the follow-up rate for customers who gave low scores.
Key modules
- Distribution QR, email, SMS and automatic post-transaction sending Learn More
- Case Management Negative experiences become cases tracked to resolution Learn More
- Organization and Permissions Role and access management that fits your structure Learn More
- Reports Satisfaction (CSAT), recommendation (NPS) and effort (CES) scores Learn More
Related guides
- Measurement What Is CES and When Should You Use It? Customer Effort Score (CES) measures how much effort customers spend to get something done. Learn the question format, calculation and use in support and returns.
- Process How to Set Up a Complaint Management Process The steps of a structured complaint management process from intake to resolution: classification, assignment, resolution deadlines, escalation and reporting.
- Process What Is Closed-Loop Feedback and How Do You Set It Up? Closed-loop feedback ensures customers with a negative experience are followed up and the issue is fixed at its source. Inner and outer loop, steps and metrics.
Frequently asked questions
Do agencies see only their own customers?
Yes. Agencies are separate units in the organization structure, and permissions are granted by unit.
Can surveys be sent automatically from the claims system?
When file closing events are sent via API, the survey is sent automatically after the defined delay.
How are personal data and messaging consents managed?
The survey does not ask for health or claim details; the response is matched with the file number and agency. Personal data is masked, retention periods are defined and data subject requests are managed from the panel. Survey invitations include a one-click unsubscribe link.
Let us map out a scenario for your industry together.
Share your agency structure and the points where you interact with your policyholders, and we will prepare a suitable survey and rule set for you in a demo environment.