Fix the Digital Experiences That Cost You Policyholders

Quoting, claims, and policy management are the moments that define how policyholders feel about your brand. TheySaid's insurance usability testing platform can show you exactly where confusion drives calls, complaints, and cancellations.

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Why Insurance Companies Choose AI Usability Testing

Convert More Prospects by Removing Friction From the Quote and Application Flow

A prospective policyholder who cannot get a quote without calling an agent is a lead you lost to a carrier with a cleaner digital experience. TheySaid captures where your quoting flow creates confusion, which coverage options are unclear, and what information is missing before someone commits to an application, so you can fix what is quietly costing you new business.

Retain More Policyholders by Fixing What Frustrates Them Before Renewal

Policyholders who struggle to manage their coverage online, understand their bill, or track a claim rarely voice their frustration directly. They let their policy lapse at renewal instead. Insurance user testing surfaces the friction in your self-service tools before it becomes a cancellation, giving your team specific problems to fix rather than churn to explain.

Reduce Inbound Calls by Making Self-Service Actually Work

Every call to your support center that starts with "I couldn't figure out how to do it online" is a cost your digital experience created. TheySaid identifies the specific tasks where policyholders abandon self-service and reach for the phone, so your product team has prioritized evidence-based fixes rather than open-ended call reduction targets.

Launch Better Digital Experiences With Confidence

New checkout flows, product pages, and navigation updates that skip real-user validation create expensive post-launch fixes during your highest-traffic periods. TheySaid lets you test and iterate on your shopping experience in days, not weeks, so issues get caught before they affect sales.

Test Across the High-Stakes Moments That Define Your Customer Relationship

Getting a quote, filing a first notice of loss, tracking a claim, and renewing a policy are the interactions that shape how policyholders feel about your brand. Insurance customer experience testing across these critical journeys reveals where the experience either builds confidence or destroys it, and which moments need the most urgent attention.

How Insurance Teams Use Insurance User Testing

Quote and Application Flow Testing

Watch real prospects navigate your quoting tool from coverage selection through application submission. AI captures where coverage options create confusion, which form fields slow applicants down, and what information is missing before someone feels confident enough to complete and submit an application.

Claims Filing and Tracking Testing

See how policyholders file a claim, upload documentation, and track their claim status online. Insurance claims process testing reveals where the process creates anxiety rather than clarity, which steps require unexpectedly detailed information, and where unclear status updates send policyholders to the phone for an update they should have been able to find themselves.

Policy Management and Self-Service Portal Testing

Understand whether policyholders can update their coverage, add a driver, change a beneficiary, or make a payment without assistance. AI captures where navigation breaks down, which account management tasks require too many steps, and what labels or terminology confuse users who are not insurance professionals.

Mobile App Usability Testing

Test how policyholders complete core tasks in your mobile app: checking coverage, filing a claim, accessing their ID card, and reaching support. Insurance app usability testing captures where mobile navigation creates friction and which tasks push users from the app to a call that your digital experience should have been able to handle.

Onboarding and Welcome Experience Testing

See how new policyholders navigate their welcome communication, first login, and initial account setup. Insurance onboarding testing surfaces where first impressions fall short of expectations, which setup steps create confusion, and where the gap between what was promised during the sale and what the experience actually delivers begins to form.

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See what customers say about our AI user testing platform

"Implementing TheySaid has led to a 5-10% increase in qualified leads from our existing customers in just a few months while reducing churn. The results speak for themselves."

Alex Farmer

Chief Revenue Officer @ Nezasa

"TheySaid's AI Surveys helped us step up our insight gathering game. It's smarter and more engaging for customers."

Maggie C.

VP, Product Design @ ClickUp

"How did TheySaid AI come up with such great question recommendations? These are questions that our teams really want to know and discussed internally a lot. I am impressed!"

Brook P.

VP, Marketing @ DX

"Integrating TheySaid has been a game-changer. We've seen a 5-10% decrease in customer churn with an increase in upsell opportunities since its implementation."

Srikrishnan Ganesan

Co-Founder & CEO @ Rocketlane

"Really easy to use and I think this might be one of the best ways to engage with your customers! Platform will really boost your customer engagement."

Danny L.

Co-Founder

FAQs

Can we test with our actual policyholders rather than generic research panels?

Both. Share test links directly with your policyholder base through email, policy communications, or portal prompts. Or recruit from TheySaid's panel with targeting by insurance type, coverage level, claim history, and demographic profile to reach the specific customer segments your research requires.

How does TheySaid help reduce support call volume from digital friction?

TheySaid identifies the exact self-service tasks where policyholders abandon the digital experience and call instead. AI surfaces which steps create the most drop-off, what policyholders were trying to accomplish, and what would have made the task clear enough to complete without assistance, giving your team specific, prioritized fixes.

Can we test portal and app experiences that require a policyholder login?

Yes. Share test links with policyholders who already have portal access, or provide credentials as part of the session setup for recruited participants. TheySaid works with any browser-accessible portal, claims tool, or account management system.

How does insurance UX research work for complex multi-step flows like claims filing?

Build task-based test plans that walk participants through each stage of the claims process. AI moderates every session, asking follow-up questions when participants show hesitation or confusion. You see where the process creates anxiety or uncertainty at each step, not just where it breaks down completely.

Can we test the same flows across different policyholder types to compare experiences?

Yes. Run separate test plans for personal lines policyholders, small business owners, and commercial accounts completing the same tasks and compare how the experience differs. Insurance user feedback tools research across customer types often reveals that the same interface creates very different levels of friction depending on the complexity of what each group needs to accomplish.

How quickly can we get results before a planned portal release?

Most insurance teams see clear patterns within 24 to 48 hours of launching a test. Running research two to three weeks before a planned release gives your team enough time to act on findings and validate fixes before the update reaches your full policyholder base.

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