CSAT Benchmarks for Insurance
Insurance satisfaction is dominated by claims handling speed and fairness. Policyholders who receive clear communication throughout the claims process report significantly higher satisfaction, even when outcomes are not fully in their favor.
CSAT Score Distribution
CSAT scale: 0% to 100%
Score Breakdown
71%
Average Score
68%
Median Score
56%
Bottom Quartile
79%
Top Quartile
86%
Top Performers
Tips to Improve Your CSAT
- 1
Set clear expectations about claims timelines at the moment of filing.
- 2
Assign a dedicated claims handler so customers have a single point of contact.
- 3
Provide proactive status updates rather than waiting for customers to call.
- 4
Measure CSAT at policy purchase, renewal, and claims resolution separately.
- 5
Train agents on empathy, especially for claims involving loss or damage.
Track Your Own Benchmarks
Stop guessing where you stand. FeedPulse tracks your NPS, CSAT, and CES scores over time so you can benchmark against industry averages.