Insurance Claims Portal User Research

Improve Your Insurance Claims Experience Through User Research

Understanding how policyholders interact with your claims portal is essential for creating a seamless, frustration-free experience. This Insurance Claims Portal User Research template helps insurance companies gather actionable feedback about claim filing complexity, documentation upload barriers, and status tracking clarity—all the critical touchpoints that determine whether customers feel supported or stressed during an already difficult time.

Why UX research matters for insurance claims portals

When someone files a claim, they're often dealing with property damage, medical issues, or other stressful situations. A confusing portal, unclear upload requirements, or mysterious status updates can turn a manageable process into a nightmare. By conducting targeted user research with this template, you can:

• Identify friction points in the claim filing process before they drive customers away
• Understand documentation barriers that cause abandonment or delays
• Improve status communication so policyholders always know where their claim stands
• Reduce support calls by fixing the root causes of confusion
• Build customer trust by showing you're actively listening and improving

What this template helps you discover

This research form walks policyholders through their recent claims experience, asking targeted questions about:

• Claim filing complexity: How easy was it to start, navigate, and complete the filing process?
• Documentation upload experience: What challenges did they face uploading photos, receipts, or medical records?
• Status tracking clarity: Could they easily understand where their claim was in the process?
• Overall satisfaction and pain points: Open feedback to surface issues you might not have anticipated

The conditional logic built into this template adapts to each respondent's experience, showing follow-up questions only when relevant. This keeps the form focused while gathering rich, detailed insights from those who encountered problems.

Perfect for insurance companies and UX teams

This template is ideal for:

• Insurance providers looking to improve policyholder satisfaction and retention
• Digital product teams responsible for claims portal UX and CX
• Customer experience managers tracking pain points across the claims journey
• UX researchers conducting discovery interviews for portal redesigns
• Claims operations teams seeking to reduce processing delays caused by poor uploads or incomplete submissions

Streamline research analysis with AI Insights

Once responses start coming in, Paperform's AI Insights can automatically summarize themes, identify common pain points, and highlight opportunities for improvement—turning qualitative feedback into clear, actionable recommendations without manual data coding.

Automate follow-ups with Stepper

Connect this form to Stepper to automatically route responses based on severity or issue type. For example, you could:

• Send high-priority issues directly to your product team via Slack
• Add all respondents to a follow-up interview recruitment list in Airtable
• Trigger personalized thank-you emails with updates on improvements you're making
• Log feedback themes into your project management tool for sprint planning

Trusted by insurance and financial services teams

Paperform is SOC 2 Type II compliant, ensuring that policyholder feedback is handled securely and professionally. With role-based permissions and data residency controls, your research data stays protected while your team collaborates on insights.

Whether you're preparing for a portal redesign, tracking the impact of recent changes, or building a continuous feedback loop with policyholders, this template gives you the structure and flexibility to run professional UX research—no coding or survey expertise required.