Insurance Customer Service Audit Checklist
Ensure exceptional customer experiences and maintain compliance with our Insurance Customer Service Audit Checklist. Identify areas for improvement, boost satisfaction, and minimize risk with this essential tool.
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Initial Contact & Communication
Evaluates the quality and efficiency of initial customer interactions.
Average Call Wait Time (seconds)
Preferred Contact Method (Customer)
Summary of Initial Customer Interaction Notes
Greeting Professionalism
Date of Initial Contact
Time of Initial Contact
Policy Explanation & Understanding
Assesses whether customers fully understand their policy coverage.
Summarize the key coverage points explained to the customer.
Did the customer appear to understand the deductible amount?
Record the estimated time spent explaining the policy (in minutes).
Note any specific questions the customer asked regarding coverage.
Was a policy document reviewed with the customer?
Describe the customer’s understanding of exclusions.
Claims Handling Process
Reviews the efficiency, clarity, and empathy shown during claims processing.
Date Claim Reported
Claim Number
Claim Type
Summary of Incident
Initial Estimate Amount
Adjuster Assigned
Date of Initial Adjuster Contact
Issue Resolution & Escalation
Examines how effectively and promptly customer issues are resolved and escalated when necessary.
Average Resolution Time (hours)
Escalation Route Followed?
Detailed Description of Issue
Issue Category
Issue Reported Date
Issue Reported Time
Resolution Summary
Policy Modifications & Renewals
Checks the clarity and support provided during policy changes and renewals.
Renewal Offer Date
Renewal Method
Premium Change (%)
Explanation of Premium Changes
Coverage Changes
Notes on Coverage Changes
Effective Date of Changes
Customer Signature (Confirmation of Changes)
Complaint Management
Reviews the process for handling and resolving customer complaints.
Complaint ID
Complaint Received Date
Complaint Description (Customer)
Complaint Category
Investigation Notes
Resolution Status
Resolution Date
Resolution Details
Customer Satisfaction (Resolution)
Data Security & Privacy
Ensures adherence to data security and privacy protocols in all customer interactions.
Is data encryption used for customer data at rest?
Are customer data access controls regularly reviewed?
Number of data security incidents reported in the last year?
Date of last Privacy Impact Assessment (PIA)
Which data privacy regulations are applicable?
Details of other applicable privacy regulations (if 'Other' selected above)
Data Security Policy Document
Adherence to Regulations
Verifies compliance with relevant insurance regulations and legal requirements.
Last Regulatory Compliance Training Completion Date
Applicable Regulatory Frameworks (Select All)
Number of Reported Regulatory Issues (Past Year)
Summary of Recent Regulatory Audits/Reviews
Current License Status (Agent/Broker)
Copy of Relevant Insurance Licenses (Agent/Broker)
Feedback & Continuous Improvement
Assesses methods for collecting and acting upon customer feedback to improve service.
Overall Customer Satisfaction Score (1-10)
Summary of Recent Customer Feedback Themes
Primary Feedback Collection Method Used
Types of Feedback Collected
Date of Last Feedback Review
Actions Taken Based on Recent Feedback
Staff Training & Development
Evaluates the adequacy of training provided to customer service staff.
Number of training hours completed per staff member (last 6 months)
Training topics covered (e.g., Compliance, Claims Handling, Customer Service Skills)
Date of last compliance training
Description of onboarding training program for new hires
Training delivery method (e.g., Online, In-Person, Blended)
Upload training materials or records
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