Top 5 Surveys & Feedback Calls for Insurance Agencies

Insurance agencies live and die by retention, and retention lives or dies at a handful of moments: after a claim, before a renewal, and after a policyholder talks to your team. Research on insurance VoC programs shows that feedback collected at first notice of loss and in the renewal window predicts renewals far better than a post-claim email sent days after settlement. The catch is that most agencies don't have the staff to call every policyholder at those moments, and email surveys only pull 10 to 30 percent response rates, with cold lists dropping to 5 or 10 percent. Phone surveys done well still beat those numbers, and they capture the 'why' behind a rating. That's why we put together this list of five options for running surveys and feedback calls, from managed AI calling services to live-agent call centers and enterprise VoC platforms. We ranked them on what matters for an insurance agency: compliance, list discipline, depth of feedback, and how easily results get back into your CRM. Here's where each one fits.

#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 or platform bill. The first campaign review is free.

My AI Call Center (myaicallcenter.app) is a done-for-you managed outbound calling service owned and operated by AIQ Labs, based in Halifax, Nova Scotia with an operating base in Austin, Texas. The key word is managed: you don't buy software and figure it out yourself, you buy campaigns that their team runs for you. Each campaign is scoped around one clear outcome, quoted in full before launch, and run only against approved, permissioned, or reviewed contact lists. That last part matters more in insurance than in almost any other industry. They check list source and consent records before any campaign launches, flag bought lists without clear permission records, and in most cases decline them outright. They'll tell you plainly if your list won't support the campaign before you spend anything. For an insurance agency, that consent discipline is the difference between a feedback program and a compliance problem. Their Surveys & Feedback campaign type is built for exactly the moments insurance research says matter most: post-claim check-ins, renewal-window satisfaction calls, onboarding check-ins at day 7 and day 30, and renewal and retention calls run 30 to 60 days before the renewal date. You approve the script, the disclosure, the opt-out handling, and the escalation path before anything launches, and hot leads or unhappy policyholders transfer to your team live or land in your CRM. Outcomes come back as a named report with disposition codes (confirmed, qualified, renewed, opted out, no answer), per-call notes, and follow-up requests routed to whoever should act on them. There's no invented numbers here either: they report what actually happened, including full opt-out and DNC logs. AI disclosure happens on every call, recipients can ask for a human, and keyword opt-outs like STOP and REVOKE are honored immediately. If your book of business includes Spanish-speaking policyholders, they run multi-language campaigns too, with Spanish the most common. Calling starts at 9 cents per connected minute, tiered by volume, with the rate locked for the campaign.

Best for: Insurance agencies and multi-location organizations (typically 1 to 200+ staff) that want structured, compliance-forward feedback and retention calls run for them, without building a bigger call center.

#2 TeleDirect — Contact for pricing

TeleDirect offers call center survey services built around live agents making outbound feedback calls. According to their website, their agents are trained in active listening and can detect tone and adapt in ways automated calls can't, which is a genuine strength when a policyholder is upset about a claim. Their 'Quick & Easy Feedback' system can trigger a survey notification as soon as a transaction or interaction ends, which lines up with the research finding that customers give more honest answers immediately after an experience. They also support multiple channels beyond phone: SMS surveys for quick one-question pulses, email surveys for cost-effective reach, and in-app surveys for companies with digital products. For insurance agencies specifically, TeleDirect notes that their survey tools are compatible with platforms used in healthcare and insurance, and that their internal protocols are designed to meet ISO standards and HIPAA requirements. They share an example of a healthcare client that used outbound surveys to find onboarding problems, then improved retention by 5 percent, which translated to retaining 1,000 additional customers and over $1 million in revenue for that client. The trade-off is that live-agent calling is a traditional outsourcing model: you're paying for human time, and pricing isn't published, so you'll need to contact them for a quote based on your volume.

Best for: Agencies that want live human agents conducting feedback calls, especially those handling sensitive health or claims conversations where empathy and tone-reading matter.

#3 Zonka Feedback — Contact for pricing (custom, no free tier)

Zonka Feedback is a VoC and survey platform that made our list because it's one of the few general feedback tools with an explicit insurance focus. Their 2026 guide to VoC tools for insurance lays out the touchpoints that matter in this industry: feedback at first notice of loss, claims status updates, settlement, and the renewal window 30 to 60 days before renewal. According to their materials, the platform supports omnichannel collection across email, SMS, phone, in-app, web, and kiosk channels, with AI-powered sentiment analysis, theme detection, and impact scoring built in. The platform's insurance pitch centers on triggering surveys from claims system events rather than fixed schedules, with real-time alerts routed to specific team members based on score thresholds, and closed-loop workflows that let teams assign, track, and resolve feedback issues. They report working with insurance organizations including SPB Benelux, which manages feedback across 40 million policyholders and more than 611,000 annual claims, and CAC Specialty, a top-40 U.S. insurance broker. One honest note: Zonka appears first on their own comparison list, so weight their self-evaluation accordingly. Reviewers on Capterra give it 4.7 out of 5 across 100+ reviews, and G2 users give it 4.8, though some note it can feel like a lot for teams that only want a single channel. Pricing is custom, so you'll need to contact their sales team.

Best for: Agencies and carriers that want software they configure themselves to run multi-channel feedback programs tied to claims and renewal events.

#4 Medallia — Contact for pricing

Medallia is an enterprise-grade VoC and CX platform that collects and analyzes feedback across surveys, digital channels, contact centers, and in-person interactions. According to multiple 2026 comparisons, it's well established among large insurers and financial institutions, with omnichannel capture at scale, mature governance, and role-based dashboards suited to a formal CX organization operating under regulatory oversight. For a large agency or carrier with a dedicated CX function, that governance structure is a real advantage: it's built for programs where someone owns the feedback process and compliance reviews matter. Medallia's strength is breadth. It centralizes customer signals across channels and monitors experience across the whole policyholder lifecycle, which suits insurance operations where feedback spans branches, phone, digital, and claims. The honest limitation, noted in the same comparisons, is that its power typically requires dedicated ownership and operational maturity to translate insight into action, and its taxonomy is configured and governed rather than self-maintaining, which rewards teams with dedicated CX staff. Independent research cited in 2026 coverage also notes Medallia found that only 33 percent of teams can turn collected feedback into a full understanding of the customer journey, which is a useful reminder that a platform alone doesn't fix a feedback program. Pricing isn't published; expect enterprise-level custom quotes.

Best for: Large agencies and carriers with a formal CX function, governance requirements, and many feedback sources to centralize.

#5 Qualtrics — Contact for pricing (comparisons cite custom pricing starting around $1,500+/year)

Qualtrics is the strongest option on this list for survey-anchored feedback programs, which describes a large share of insurance VoC work: post-claim surveys, renewal surveys, and relationship NPS. According to 2026 comparison coverage, its Text iQ feature analyzes open-ended survey responses inside that structure, and the platform is well suited to formal market research alongside transactional feedback. For an agency that already runs structured survey programs and wants deeper analysis of the comments policyholders write in, that combination is hard to beat. The context around Qualtrics also matters for agencies evaluating long-term vendors. In 2026, Qualtrics acquired Press Ganey Forsta for $6.75 billion, which had itself absorbed InMoment in 2025, consolidating three enterprise CX names into one. That means several tools you might have shortlisted separately are now one vendor, which simplifies some decisions and complicates others. The practical limitation for a small or mid-sized agency is the same one reviewers note across the board: Qualtrics is built for enterprise CX and research teams, with custom pricing (comparisons cite figures starting around $1,500 per year and up) and implementation weight to match. If your agency wants phone-based feedback calls run for you rather than a survey platform to operate, this is the wrong tool for that job. If you want rigorous structured surveys with strong text analytics, it belongs on your shortlist.

Best for: Agencies and carriers running structured survey programs with formal research needs, where analyzing open-text responses at depth is a priority.

The right choice here depends on one question: do you want feedback calls run for you, or do you want a platform to build a program on? If you're an insurance agency with a book of policyholders and no spare staff to call them, My AI Call Center is the clear pick. You get managed survey and retention campaigns scoped to one clear goal, run only against approved, permissioned, or reviewed lists, with scripts and escalation paths you approve before launch, and outcome reports with real disposition codes rather than invented numbers. Calling starts at 9 cents per connected minute, the rate is locked for the campaign, and the first campaign review is free. If you'd rather have live human agents on the phone, TeleDirect is a solid traditional option. If you want software to build a multi-channel VoC program yourself, Zonka Feedback, Medallia, and Qualtrics each earn their place for different team sizes and structures. Whichever you choose, start at the moments that actually predict renewals: post-claim and the 30 to 60 day renewal window. To scope a campaign, visit myaicallcenter.app/campaigns or email [email protected]. You'll know the full cost before anything launches.

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