Measure the insurance branch appointment experience
Capture touchless feedback on arrival, waiting and adviser handoff for scheduled insurance branch appointments.
Read the guideIndustry customer feedback
Touchless customer feedback for insurance branches
ThumbsUp is an AI-powered touchless customer feedback system for physical insurance offices. A customer can give a supported hand or thumb gesture toward a camera-equipped Android tablet after a service interaction, while authorized branch managers review patterns by time, day, device and location.
For Insurance customer-experience leader, claims operations manager or branch network owner.
Decision frame
Start with the service moment.
Confirm placement, question, owner, and follow-up.
Ask a useful question
Authorized managers set one short question. Customers answer it with a supported gesture.
Which insurance branch moments should be measured?
Insurance branches often combine claims conversations, policy changes, coverage questions, document handoffs and scheduled visits. A useful feedback plan names the service stage first, then chooses one short question about clarity, effort or next steps.
ThumbsUp is for the experience of an in-person insurer-office interaction. It complements the insurer's existing complaint, claims, accessibility and regulatory processes; it does not determine coverage, settle claims or prove why a customer responded.
- Claims desk: ask after a representative explains the next step or hands over documents.
- Policy service: ask after a policy question, change or renewal conversation is complete.
- Appointments: ask at the end of a scheduled visit to separate arrival and handoff friction from the advice itself.
How does touchless feedback work in a branch?
Place a supported Android tablet at a safe, visible point after the chosen service stage. The customer gives a brief hand or thumb gesture toward the camera instead of touching a public screen, scanning a QR code, installing an app, creating an account or typing.
Authorized managers can review the resulting signal by time, day, device, location, historical patterns and configured employee or shift context. Those views help a team choose what to investigate; they are not a substitute for speaking with staff or reviewing the underlying process.
- Name the stage and place the device after the interaction, not beside confidential forms or an active conversation.
- Use a short, service-level prompt such as whether the next step was clear or the customer got the help they needed.
- Check distance, lighting, sightlines and accessibility at each branch before relying on the signal.
What should a branch leader do with a low score?
Treat a low score as a prompt to investigate, not as a diagnosis or proof of employee fault. Start with the service stage, time window and device location, then review the handoff, signage, explanation and queue conditions that were present at that moment.
Illustrative example: if scores dip after late-afternoon claims appointments at one branch, the team might compare the close-of-visit script, document handoff and staffing pattern before deciding whether a process change is warranted. The example is a workflow illustration, not a measured ThumbsUp result.
- Compare like-for-like stages and locations so a claims desk is not mixed with a policy review or reception exit.
- Use formal complaint, appeal, claims and accessibility channels for matters that require a documented response.
- Record the operational change and watch the same stage over time to see whether the pattern changes.
How can insurance teams keep the interaction appropriate?
Keep the public prompt focused on the service experience rather than policy numbers, claim details, health information or financial circumstances. Give customers a clear alternative feedback route when a gesture interaction is not suitable, and apply the branch's approved notices and follow-up rules.
A branch should also test the physical setup while the office is operating. The tablet needs a stable, stationary position that does not obstruct queues, confidential documents or people moving through the office.
More industry guides
Choose the next guide.
Compare related service moments.
Touchless feedback at the insurance claims desk
Capture quick, touchless feedback after an in-person claims conversation and investigate clarity, handoff and next-step friction.
Read the guideFeedback for insurance policy service visits
Measure whether in-person policy-service conversations are clear and easy to complete, from coverage questions to policy changes.
Read the guideQuestions
Common questions
Does ThumbsUp replace an insurer's complaint or claims process?
No. ThumbsUp provides an experience signal after a physical service interaction. Complaints, appeals, claim notifications, accessibility requests and other regulated matters should continue through the insurer's approved processes.
Can a customer give feedback without using a public touchscreen?
Yes. The supported interaction is a hand or thumb gesture toward a camera-equipped Android tablet, without touching a public screen, scanning a QR code, installing an app, creating an account or typing.
Can managers compare insurance branches?
Managers can review patterns by time, day, device and location. Comparisons are most useful when each device is consistently assigned to a service stage and the results are interpreted with local operational context.
Is every ThumbsUp response anonymous?
Do not assume that. The gesture interaction does not require account creation or typing, but each insurer should use its approved notice, data-handling and follow-up practices for the deployment.
Plan the next feedback step.
Bring the service moment to your team.
Book an insurance branch feedback demo