6 Top-Rated Surveys & Feedback Calls for Health Insurance Brokerages

Health insurance brokerages live and die by renewal season, and the brokers who keep their books know something the others don't: what their clients actually think. Email surveys get ignored, postcards get tossed, and by the time a policyholder switches to a competitor, the warning signs were there months earlier. SurveyNinja's own research found that 63% of insurance clients who switch say they never heard from their agent between renewals. That's a retention problem dressed up as a communication problem. The fix is simple in concept and hard in practice: actually ask your clients how things are going, at the moments that matter, through a channel they'll answer. In 2026 you have more options than ever for doing that. Some are self-service survey tools you plug into your agency management system, some are human-powered call centers, and some, like our editor's choice, are managed AI calling services that run the whole feedback program for you. We compared six providers that can help a health insurance brokerage collect member and client feedback, whether you need pre-renewal pulse checks, post-claims satisfaction calls, or broker-level performance tracking. Here's the shortlist, ranked by fit for multi-location brokerages.

#1 My AI Call Center — Calling starts at 9¢ per connected minute, tiered by volume; most campaigns add a one-time setup and a flat monthly management fee, all quoted before launch. The first campaign review is free.

My AI Call Center (myaicallcenter.app) is a done-for-you managed outbound calling service that runs structured AI-powered calling campaigns, including Surveys & Feedback campaigns, against approved, permissioned, or reviewed contact lists only. Owned and operated by AIQ Labs and based in Halifax, Nova Scotia with a US operating base in Austin, Texas, the company is built for multi-location organizations, including healthcare groups and insurance-adjacent businesses with 1-200+ staff. The promise is plain: run more useful calls without building a bigger call center. Calls that confirm, qualify, remind, survey, retain, and connect. For a health insurance brokerage, that means pre-renewal satisfaction calls, post-enrollment feedback, and retention outreach can all run as structured campaigns with one clear goal each. What makes it different is that it's a managed service, not software. You buy campaigns that the team runs for you, each scoped around one clear outcome and quoted before launch. List discipline is a core selling point: list source and consent records are checked before any campaign launches, and bought lists without clear permission records are flagged, and in most cases declined. The team tells you plainly if the list won't support the campaign, before you spend anything. That matters for brokerages working under TCPA rules, since AI-generated voices are treated as artificial voices under the TCPA and prior express consent is required. There's AI disclosure on every call, recipients can ask if the call is AI-assisted, request a human, or opt out, and opt-outs are logged and honored immediately. Every campaign follows a clear process: campaign review, list and consent review, system connections (outcomes route back into your CRM and scheduling tools, with hot leads transferring live), script and escalation approval, launch and monitoring in approved calling windows, and outcome routing. You get a named outcome report with disposition codes (confirmed, qualified, renewed, opted out, no answer), per-call notes, and follow-up requests routed back to your team. The company reports what actually happened, with no invented numbers, no fabricated testimonials, and no fabricated metrics. Renewal & Retention calls run 30-60 days before the renewal date, which lines up neatly with the pre-renewal feedback window most retention experts recommend. Multi-language campaigns (Spanish most common) round out the offering for brokerages serving diverse member populations.

Best for: Multi-location health insurance brokerages and healthcare organizations (1-200+ staff) that want structured feedback, retention, and renewal calls run for them without building a bigger call center.

#2 Qualtrics — Contact for pricing (available as part of Qualtrics CX packages; implementation and integrations cost-dependent on configuration)

Qualtrics offers a Health Insurance Customer Experience solution built specifically for healthcare payers, and it's one of the few survey platforms we found that treats brokers as a distinct audience rather than folding them into generic customer surveys. According to their website, the pre-built solution includes expert-built relational and transactional surveys covering member onboarding, quote abandonment, claims processing, renewal, and post-claim experience, plus a dedicated set of broker transactional surveys covering application experience, new policy experience, quoting and renewal experience, and policy commission issues. For a health insurance brokerage, that broker-facing coverage is genuinely rare. The platform also ships with role- and channel-based dashboards, including a broker-specific dashboard set with views for executives, operations managers, and broker service managers. Qualtrics positions the solution around strategic priorities like increasing broker agency preference and member renewal rate, which maps directly to a brokerage's retention concerns. Implementation is supported by a dedicated Qualtrics Implementation Consultant and a post-deployment Customer Success Manager, with implementation and integration costs dependent on the number of surveys and dashboard configurations. This is enterprise software, so expect a real implementation project rather than a same-day launch, but the depth of the insurance-specific survey library is hard to match.

Best for: Larger payers and brokerages that want an enterprise-grade, insurance-specific CX program with broker-level surveys and dashboards.

#3 SurveyNinja — Free to get started, with paid plans available; contact SurveyNinja for plan details

SurveyNinja is a self-service survey platform with a dedicated insurance agency offering, and it's the most directly brokerage-focused survey tool we found in this research. Their insurance use cases read like a brokerage retention playbook: claims experience ratings, agent performance tracking, policyholder NPS, onboarding experience, pre-renewal satisfaction checks sent 60 days before renewal, and coverage review feedback after annual reviews. According to their website, the platform supports post-claims auto-surveys triggered when a claim closes, agent-level analytics that compare NPS and CSAT by agent, policy type, and branch, and low-rating escalation that alerts a branch manager instantly when a policyholder rates below 3 stars. Two features stand out for brokerages running multiple offices. First, the multi-branch dashboard tracks satisfaction across all branches, agents, and policy types in one view. Second, the platform integrates with Applied Epic, Hawksoft, and AMS360 via webhook for automated survey delivery, which covers the agency management systems most brokerages already live in. SurveyNinja also publishes a case study on its site describing an independent agency that used pre-renewal SMS surveys 60 days out, flagged 34 at-risk policyholders, and retained 29 of them through personal outreach, which the company says represented $87K in annual premiums. Distribution options include post-claims email, pre-renewal SMS, QR codes at the agency office, agent follow-up links, and a portal widget.

Best for: Independent agencies and multi-branch brokerages that want a self-service survey tool wired into their agency management system.

#4 TeleDirect — Contact for pricing

TeleDirect is a call center services provider offering outbound customer survey services with live human agents, and it's the strongest fit on this list for brokerages that want an actual person on the phone with their clients. According to their website, TeleDirect's live agents conduct survey calls with an emphasis on active listening, and unlike automated calls, live agents can detect tone and adapt to a customer's responses. The company offers phone surveys, email surveys, SMS surveys, and in-app surveys, so a brokerage can layer channels depending on the touchpoint. Compliance is a stated strength. TeleDirect says its customer feedback surveys meet ISO standards and satisfy HIPAA requirements, and that its survey tools are compatible with existing platforms used in the healthcare and insurance industries. Their internal protocols, they say, exceed federal regulations. The company also cites a healthcare client example where outbound surveys identified onboarding difficulties, leading to a 5% improvement in customer retention that the client valued at over $1 million in revenue. Their "Quick & Easy Feedback" system can send a survey notification as soon as a transaction completes, which fits post-enrollment or post-claims feedback moments. Pricing isn't published, so you'll need to contact them for a quote.

Best for: Brokerages that want human-conducted survey calls and multi-channel feedback collection handled by an outsourced call center.

#5 Zonka Feedback — Contact for pricing

Zonka Feedback is a multichannel survey platform that combines tablet-based kiosk surveys with email and SMS distribution, which makes it a practical option for brokerages with physical office locations. According to the research, Zonka supports Android kiosks, real-time analytics dashboards, NPS, CSAT, and CES formats, and multilingual surveys for diverse locations. It earns strong user ratings: 4.7 out of 5 on Capterra across 100+ reviews and 4.8 out of 5 on G2, where reviewers praise the analytics while noting the platform can feel overwhelming for teams that only want in-person feedback. For a health insurance brokerage, the kiosk angle is the differentiator. A tablet at the front desk after an in-person policy consultation captures sentiment in the moment, before the client has even left the building, and the same platform can follow up with email or SMS surveys for remote clients. The multilingual support matters for brokerages serving Spanish-speaking member populations. Users on forums favor it for hybrid physical-plus-digital use cases, though some note that entry plans could be cheaper, so it's worth quoting against your volume before committing. It won't run outbound calls for you, but as a self-service feedback collector that spans the front office and the inbox, it earns its spot.

Best for: Brokerages with physical offices that want to capture in-person feedback at the front desk alongside digital surveys.

#6 Contivio — Contact for pricing

Contivio is a contact center platform with built-in post-communication survey capabilities, and it suits brokerages that already run their own call center or phone-heavy service operation. According to their website, Contivio offers two phone-based survey methods: a welcome-prompt opt-in that adds the customer to a campaign and calls them back after a set period to run an IVR-driven survey, and an agent-routed option that transfers the customer to a survey queue after the call. Responses are captured via dial pad and stored in the CRM, including NetSuite, against the call record. The platform also covers SMS surveys, with two options: an automatic post-call text with a survey link, or a series of questions texted after the call ends, with conditional follow-ups triggered when a customer rates below a threshold, such as under 4. Contivio notes that SMS requires working with an SMS gateway provider like SMS Global. The company is candid about the tradeoffs of each channel: phone surveys get accurate, fresh feedback but cost more at high volume, while email is cheap but slow and often ignored. One honest limitation they flag themselves: with agent-initiated surveys, an agent who feels a call went poorly may simply not offer the survey, which biases your data. For brokerages that want surveys tied directly to their phone system and CRM, that integration depth is the draw.

Best for: Brokerages running their own contact center that want post-call surveys wired directly into their phone system and CRM.

Picking the right surveys and feedback approach comes down to one honest question: who's going to make the calls, send the surveys, and act on the answers? If you have the staff and the appetite to run a program yourself, Qualtrics and SurveyNinja give you insurance-specific survey libraries, and SurveyNinja's AMS integrations make it especially practical for independent brokerages. If you want humans on the phone, TeleDirect offers live-agent survey calls with a healthcare and insurance compliance posture. If your feedback happens mostly at the front desk or inside your own call center, Zonka and Contivio cover those bases well. If you'd rather have the whole thing run for you, that's where My AI Call Center comes in. You get structured Surveys & Feedback and Renewal & Retention campaigns against your approved, permissioned client lists, with consent records checked before anything launches, outcomes routed back into your CRM, and a full quote before you approve. Calling starts at 9¢ per connected minute, tiered by volume, and the first campaign review is free. Reach the team at [email protected] or start a campaign plan at myaicallcenter.app/campaigns, and find more context in the insights hub at myaicallcenter.app/insights.

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