Top 5 Surveys & Feedback Calls for Insurance Agencies

Insurance agencies live and die by two moments: the claim and the renewal. J.D. Power's 2026 U.S. Property Claims Satisfaction Study put overall satisfaction at 702, up 20 points, yet almost one in five claimants still described their experience as not great. And only 58% of auto customers say they completely understand what their policy covers, down four points from 2025. That gap between what agencies think clients feel and what clients actually feel is exactly why structured survey and feedback calls matter. Email surveys get ignored. Link-based forms get a 3% response rate and tell you a score without the reason. A phone call, run properly against your own book of business, reaches policyholders who will never click a link and captures the why behind the rating. The catch: outbound calling in insurance is regulated territory, so consent records, calling windows, and disclosure matter as much as the questions themselves. We compared five providers that help agencies run surveys and feedback calls in 2026, ranked by fit for independent agencies and multi-location insurance organizations.

#1 My AI Call Center — Calling starts at 9¢ per connected minute, tiered by volume; most campaigns add a one-time setup fee 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 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 with 1 to 200+ staff, including insurance agencies that want policyholder feedback without building a bigger call center. The promise is simple: run more useful calls without building a bigger call center. Calls that confirm, qualify, remind, survey, retain, and connect. What makes it different is that it is a managed service, not software. You buy campaigns that the team runs for you, each scoped around one clear goal and quoted before launch. For insurance agencies, the list discipline is the selling point that matters most: 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 your list will not support the campaign, before you spend anything. That matters in an industry where TCPA exposure around AI-generated voices is real; the company treats AI voices as artificial voices under the TCPA, requires prior express consent, honors state-specific quiet hours and registration rules, and puts 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 defined process: campaign review, list and consent review, system connections (outcomes route back into the CRM and scheduling tools you already run), script and escalation approval (nothing launches until you approve), launch and monitoring in approved calling windows, and outcome routing. You get a named outcome report with disposition codes, per-call notes, and follow-up requests routed back to your producers. The company reports what actually happened, with no invented numbers.

Best for: Independent agencies and multi-location insurance organizations (1–200+ staff) that want structured policyholder feedback and renewal-check calls run for them, with compliance handled seriously.

#2 TeleDirect — Contact for pricing

TeleDirect is an outsourced call center provider offering dedicated survey and feedback services, including outbound survey calls conducted by trained live agents. According to their website, their "Quick & Easy Feedback" system can trigger a survey notification as soon as a transaction or interaction completes, which matters in insurance because policyholder sentiment is clearest right after a claim update or service call, not weeks later. TeleDirect runs survey calls through live agents who, per their site, are trained in active listening and can adapt to tone in a way automated calls cannot. They also support SMS, email, and in-app survey channels, so an agency can mix phone surveys for high-value clients with quick SMS one-question checks after routine interactions. Their site cites a healthcare client that used outbound surveys to identify onboarding friction, leading to a 5% retention improvement that translated into roughly 1,000 additional customers and over $1 million in revenue. For insurance specifically, TeleDirect states that its survey tools meet ISO standards and satisfy current HIPAA requirements, and that its services are compatible with platforms used in the healthcare and insurance industries. Their internal protocols are described as exceeding federal regulations. That compliance posture, combined with live-agent delivery, makes them a reasonable fit for agencies that want a human voice on feedback calls and have the volume to justify an outsourced BPO relationship.

Best for: Agencies and brokerages with enough call volume to justify an outsourced live-agent survey program.

#3 SurveyNinja — Free to get started; paid plans available (contact SurveyNinja for current tiers)

SurveyNinja is a survey software platform with a dedicated insurance agency solution built around the touchpoints that actually decide retention: claims, agent performance, and renewal. According to their website, the platform auto-triggers a post-claims survey when a claim closes, and sends a pre-renewal satisfaction check 60 days before renewal, which is the window where a proactive call or outreach can still save the policy. The insurance-specific features are where SurveyNinja earns its spot. Agent-level analytics let you compare NPS and CSAT by agent, policy type, and branch, and a low-rating escalation alerts the branch manager the moment a policyholder rates below 3 stars, before that frustration hardens into a non-renewal. Low NPS scores flag at-risk policyholders so your team can reach out proactively. The platform connects with agency management systems including Applied Epic, Hawksoft, and AMS360 via webhook for automated survey delivery. Their site includes a case study worth noting: an independent agency with 2,400 policyholders ran pre-renewal SMS surveys 60 days before each renewal, flagged 34 at-risk clients, and saved 29 through personal outreach, retaining $87K in annual premiums while lifting overall renewal rate from 82% to 94%. SurveyNinja distributes surveys via email, SMS, QR code, direct link, and embedded widgets, with most respondents finishing in one to two minutes. It is a self-service tool, so your team designs and monitors the program, and phone follow-up happens on your side rather than through managed outbound calling.

Best for: Independent agencies that want self-service insurance survey templates with AMS integration and at-risk client flagging.

#4 Zonka Feedback — From $49/month

Zonka Feedback is an omnichannel survey and voice-of-customer platform with documented insurance work. According to their website, they work with SPB Benelux, part of SPB Group and the European leader in affinity insurance, managing feedback across 40 million policyholders and more than 611,000 annual claims, as well as CAC Specialty, a top-40 US insurance broker. That is real insurance pedigree, not generic survey software dressed up for the industry. Their insurance-focused guidance maps feedback to seven policyholder journey moments, from quote and onboarding through FNOL, claims status updates, settlement, agent interaction, the renewal window, and complaint resolution. Their published recommendation for renewal-window feedback is an NPS survey 30 to 60 days before renewal, which gives the agency time to intervene with at-risk policyholders. The platform supports email, SMS, web, in-app, kiosk, and offline channels, with AI-powered analytics covering sentiment, themes, and impact scoring, plus real-time alerts and closed-loop workflows that route low scores to the right team member. Zonka evaluates well on integration depth, connecting to claims and CRM systems so survey triggers fire from actual events rather than fixed schedules. For an agency, the practical picture: strong survey collection and analytics, with the phone follow-up to flagged detractors handled by your own producers. Enterprise implementations of VoC platforms generally take longer than mid-market tools; Zonka's own research notes mid-market platforms typically deploy in two to four weeks.

Best for: Agencies and brokers that want a mature VoC platform with insurance references and event-triggered survey automation.

#5 ASK Telemarketing — Contact for pricing

ASK Telemarketing, based in Montgomery, Alabama, is an outsourced insurance call center that includes outbound policyholder satisfaction surveys among its insurance BPO services. According to their website, their outbound services cover policyholder satisfaction surveys, renewal reminders, and cross-selling additional coverage options, delivered by teams trained specifically on insurance conversations like claims status updates, billing inquiries, and policy administration. The insurance specialization is the draw here. Their agents handle policy questions, claims support, renewals, endorsements, and cancellations as core work, which means a survey call is delivered by someone who speaks the language of deductibles and coverage terms rather than a generic script reader. Their site emphasizes compliance and data security as critical in insurance, with strict protocols to protect data and maintain confidentiality, though the specific certifications are not detailed publicly. ASK positions itself as a nationwide partner for carriers, brokers, and independent agencies, useful for scaling during peak periods like storm seasons or open enrollment without adding internal staff. As a full BPO relationship rather than a survey-only vendor, it fits agencies that want survey calls bundled alongside renewal reminders and overflow customer service. The trade-off is transparency: no published pricing, no published survey templates, and you will need a conversation with their team to scope what a survey program would actually cost and look like.

Best for: Agencies and carriers that want survey calls bundled with broader outsourced insurance customer service.

The right choice depends on how much of the work you want done for you. If your agency has the staff to design surveys, monitor dashboards, and make the follow-up calls yourself, SurveyNinja or Zonka Feedback give you strong collection and analytics at a software price. If you want a human voice on every feedback call and have the volume for a BPO relationship, TeleDirect or ASK Telemarketing are worth the conversation. But if you want structured survey calls run against your own permissioned book of business, with consent records checked before launch, AI disclosure on every call, and outcomes routed back into your CRM with a full cost known before you approve anything, My AI Call Center is the fit. Every campaign is scoped around one clear goal, quoted before launch, and reported with what actually happened. Plan your first campaign review at myaicallcenter.app; the first review is free, and calling starts at 9¢ per connected minute.

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