Top 5 Surveys & Feedback Calls for Insurance Agencies

If you run an insurance agency, you already know the two moments that decide retention: the claim and the renewal. J.D. Power's 2026 U.S. Property Claims Satisfaction Study found claims satisfaction rising 20 points to 702, yet almost one in five claimants still described their experience as not great. And the 2026 U.S. Auto Insurance Study found only 58% of customers completely understand what their policy covers, down 4 points from 2025. That gap between what customers feel and what your agency hears is exactly where survey and feedback calls come in. Email surveys get ignored. SMS surveys get a number and nothing more. A phone conversation captures tone, follow-up answers, and the reason behind the score, which is what you actually need before a renewal decision gets made. We looked at five options for running surveys and feedback calls in 2026, from managed AI calling services to enterprise VoC platforms, and ranked them on what matters for agencies: response quality, compliance, ease of deployment, and honest reporting.

#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, both quoted before launch. No per-seat charges, no platform bill, no minimums you did not choose. The first campaign review is free.

My AI Call Center is a done-for-you managed outbound calling service owned by AIQ Labs, based in Halifax, Nova Scotia with a U.S. operating base in Austin, Texas. The distinction that matters for insurance agencies: you don't buy software and figure it out yourself. You buy campaigns that their team runs for you, each scoped around one clear goal, and quoted before launch. For agencies, the Surveys & Feedback campaign type fits naturally alongside Renewal & Retention Calls (run 30 to 60 days before the renewal date), so you can survey a policyholder and flag at-risk accounts while there's still time to act. The compliance posture is unusually strict, which counts for a lot in insurance. Every campaign runs only against approved, permissioned, or reviewed contact lists. List source and consent records are checked before anything launches, and bought lists without clear permission records are flagged, and in most cases declined. They tell you plainly if a list won't support the campaign, before you spend anything. AI-generated voices are treated as artificial voices under the TCPA, with prior express consent required, AI disclosure on every call, keyword opt-outs (STOP and REVOKE), and DNC requests carried into client records. Outcomes route back into your existing CRM and scheduling tools, with hot leads transferring live to your team. The reporting is plain-spoken and honest. You get a named outcome report with disposition codes (confirmed, qualified, renewed, opted out, no answer), per-call notes, and follow-up requests routed to your team, plus a completion and coverage report and opt-out and DNC logs. Their stated policy is simple: we report what actually happened, and we will never invent client logos, testimonials, metrics, or ratings. Script and escalation approval sits with you. Nothing launches until you approve.

Best for: Insurance agencies and multi-location organizations (1 to 200+ staff) that want structured survey and retention calls run for them against permissioned policyholder lists, without hiring more staff or managing software.

#2 Perspective AI — Contact for pricing

Perspective AI takes a different angle on feedback: instead of a static rating form, it runs AI interviews over voice and text that probe vague answers until they understand what actually happened. According to their site, when a claimant says "it took forever," the interviewer follows up to find out whether forever meant the adjuster, the contractor, or the payment. That's the kind of detail a post-claim NPS email will never surface. For insurance specifically, Perspective AI describes common setups where a claim closing triggers a short voice interview via a shareable link, a detractor score launches an NPS follow-up interview automatically, and a policy renewal review runs 60 days before renewal to check whether the customer understands their coverage and how they feel about the price. The platform supports voice and text interviews in 57 languages with accent-native voices, plus Magic Summary reports, quote extraction, and theme synthesis across thousands of conversations. It works as a conversation layer under an existing NPS or XM platform rather than a replacement for one.

Best for: Claims and retention teams at carriers and larger agencies that already run an NPS or XM program and need the reason behind the score, in the policyholder's own words.

#3 TeleDirect — Contact for pricing

TeleDirect is a call center services provider offering dedicated customer survey services, including live-agent outbound survey calls. According to their website, their trained agents conduct phone surveys with an emphasis on active listening, and they can detect tone and adapt to a customer's responses in ways automated surveys can't. For agencies that value a human voice on policyholder feedback calls, that's the core appeal. Their survey solutions span phone, SMS, email, and in-app channels, with a "Quick & Easy Feedback" system that can send a survey notification as soon as a transaction completes, so you catch impressions while they're fresh. TeleDirect notes that survey results may contain proprietary information, and says their customer feedback surveys meet ISO standards and satisfy HIPAA requirements, with survey tools compatible with platforms used in healthcare and insurance industries. They also share a healthcare client example where outbound surveys identified onboarding difficulties, leading to a 5% improvement in customer retention for that client. This is a traditional outsourced call center model. You get live agents, callbacks and reminders, and custom survey design, but you're paying for human labor rather than AI-driven scale, and pricing is quoted per engagement.

Best for: Agencies and carriers that want live human agents conducting policyholder survey calls and prefer a traditional outsourced call center relationship.

#4 Zonka Feedback — Contact for pricing

Zonka Feedback is a VoC and survey platform that appears on multiple 2026 best-of lists, including their own guide to VoC tools for insurance. It's a self-serve software platform rather than a managed service, covering email, SMS, website widgets, and offline kiosk channels, with AI-powered analytics that include sentiment, themes, and impact scoring. For insurance specifically, Zonka's own content argues that the most effective VoC platforms combine omnichannel collection with sentiment analysis, closed-loop workflow automation, and role-based dashboards, and they map survey types to policyholder journey moments: CES via SMS within two hours of FNOL, CSAT after claims status updates, and NPS via email within 24 hours of settlement. They also cite insurance clients including SPB Benelux, which manages feedback across 40 million policyholders, and CAC Specialty, a top-40 U.S. insurance broker. Review data from third-party roundup articles puts Zonka at 4.7/5 on Capterra (100+ reviews) and 4.8/5 on G2, with users praising the analytics while noting the interface can feel like a lot for teams that only need in-person or single-channel feedback.

Best for: Insurance carriers, brokers, and insurtech teams that want a self-serve omnichannel survey platform with analytics and are willing to run it in-house.

#5 Medallia — Contact for pricing

Medallia is an enterprise experience management (XM) platform that appears across multiple 2026 insurance feedback rankings, including Perspective AI's comparison of nine tools, where it's described as offering survey plus text analytics at scale for enterprise-wide CX programs. For large carriers running feedback across quoting, onboarding, claims, billing, and renewal touchpoints, it's one of the established names. According to Zonka's 2026 VoC guide, enterprise VoC platforms like Medallia typically require three to six months to implement, versus two to four weeks for mid-market platforms. That timeline is the honest trade-off: you get deep, organization-wide experience management, but you invest real implementation effort to get there. Perspective AI's ranking also notes Medallia changed ownership entirely in 2026, which the roundup authors say comes with roadmap questions that follow any ownership change. Research cited in an Interaction Metrics article notes that Medallia's own research found only 33% of teams can turn collected feedback data into a full understanding of the customer journey, a reminder that a big platform alone doesn't close the loop. For an independent agency, Medallia is likely more machine than you need. For a multi-brand carrier with branch-level dashboards and thousands of daily interactions, it earns its place on this list.

Best for: Large carriers and enterprise insurance organizations running formal, organization-wide CX programs with dedicated implementation resources.

The right choice comes down to how much you want to run yourself. If your agency needs survey and feedback calls done for you, against permissioned policyholder lists, with consent checks before anything launches and honest disposition-coded reporting after, My AI Call Center is the clear starting point. Calling starts at 9¢ per connected minute, the full campaign cost is quoted before launch, and the first campaign review is free. If you'd rather own the tooling, Perspective AI adds conversational depth to an existing NPS program, Zonka Feedback gives you an omnichannel self-serve platform, TeleDirect puts live human agents on the phone, and Medallia serves enterprise carriers with formal CX programs. Whichever direction you take, the principle from the research holds: collect feedback at the claim and the renewal window, not three to five days after settlement when the emotion has faded. Ready to plan your first survey campaign? Email [email protected] or start with the Plan My Campaign funnel at myaicallcenter.app. You'll define the goal, list volume, and consent status, and they'll tell you plainly whether the list will support the campaign before you spend anything.

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