By Industry
Insurance Claim Follow-Up
A claim is the moment an insurance customer finds out what the policy is really worth, and often the moment they are most stressed. This template follows the claim from the declaration to the settlement, so you can see where policyholders felt supported and where they felt lost.
15 questions
When to use this template
- Shortly after a claim is closed and paid, while the customer can still describe each step clearly.
- After a claim that took longer than usual, to learn where the waiting felt hardest.
- For a sample of claims in each category, such as home, car or travel, to compare the experience.
Questions to ask
Declaring the claim
- 01How did you report the claim to us, and was it easy?
- 02Did you know what information and documents you needed to provide?
- 03How quickly did someone get back to you after you reported it?
Understanding the process
- 04Were you told clearly what the next steps would be and how long they might take?
- 05Did you always know who to contact about your file?
- 06Was there a point when you felt you were left without news?
Expert visit and assessment
- 07How was the visit or assessment arranged and carried out?
- 08Did the expert explain what they were looking at and what would follow?
- 09Did you feel your situation was understood?
Settlement
- 10How clear was the explanation of the amount offered and how it was reached?
- 11How did you find the time between the decision and the payment or repair?
- 12If you disagreed with something, did you know what you could do?
Overall
- 13How did you feel treated by us during the whole claim?
- 14What would have made this experience easier for you?
- 15After this claim, how do you feel about staying with us?
Tips for a useful conversation
- Begin by acknowledging that a claim is a difficult moment, and ask if now is a good time to talk.
- Ask the customer to describe the waiting periods: silence is often what hurts most, not the delay itself.
- Keep the call about the experience, not about reopening the decision on the claim.
- If the customer raises a dispute, record it and pass it to the right team instead of answering on the spot.
Mistakes to avoid
- Calling while the claim is still open and the customer is waiting for a decision.
- Asking leading questions such as “you were satisfied with the settlement, weren't you?”.
- Treating a complaint about the outcome as feedback about the process.
Let Passisto Clients hold these conversations
The AI agent calls your clients, asks the right follow-up questions and gives your team a clear report with the actions to take.