Do you know what your insurance covers?

Who it's for

Health insurers and employers running a group scheme. Run it yearly, and include the people who have never claimed.

Who answers

Your members, on a phone, in two minutes. Nobody has to dig out a policy number.

What you'll see

• How well people know what they are entitled to, which is where most complaints start
• What mattered when they chose the policy: price, cover, the employer, or nobody asked them
• How a claim actually went for the people who made one
• Whether they think it is worth the money, and what the ones who say no would change

How to get good answers

• Include members who have never claimed. They are the majority and their answers are the ones you never hear.
• Ask no health details. Ask about the insurance, not the illness, or the response rate collapses and you hold data you do not want.
• Send it away from renewal season. During renewal every answer is a bargaining position.
• If people score low on knowing their cover, that is a communication job, not a product job. Read those two questions together.