Insurance Surveys

XXXXXXXXXXXXX In Reply Refer To:

XXXXXXXXXXXXX 310/295-S

XXXXXXXXXXXXX XXXXXXXXXXXX

Dear XXXXXXXXXX:

We recently spoke to you on the telephone concerning the above referenced government life insurance policy. We express our sympathy for your loss.

Now we would like to know if we did the best possible job. You can help us by doing the following:

1. Fill out the enclosed survey.

2. Send it to us in the enclosed envelope. (We've paid for the postage.)

Completing the survey is voluntary, and it will help us improve our service.

If you have any questions and would like us to call you, fill in the box at the bottom of the survey.

Thank you for taking your time to help us. Please return your survey as soon as possible to make sure we can include your responses in the results.

This survey is anonymous. Names and personal identifiers will be used to locate survey participants when appropriate and/or necessary and will thereafter be stripped from any files as well as reports.

Sincerely yours,

JOE TOMASELLI

Chief, Insurance Claims Division

Enclosures

Survey

Postage Paid Envelope

VA GOVERNMENT LIFE INSURANCE

TELEPHONE SERVICE SURVEY

(Insurance Claims)

	Strongly Agree	Agree	Neither Agree nor Disagree	Disagree	Strongly Disagree	No Other Insurance
1. It was easy to get through to a telephone representative.	[ ]	[ ]	[ ]	[ ]	[ ]
2. Our telephone representative was courteous.	[ ]	[ ]	[ ]	[ ]	[ ]
3. Our telephone representative listened to your question(s) or concern(s).	[ ]	[ ]	[ ]	[ ]	[ ]
4. Our telephone representative gave you the information you needed.	[ ]	[ ]	[ ]	[ ]	[ ]
5. If you were promised follow-up action, it was done quickly.	[ ]	[ ]	[ ]	[ ]	[ ]
6. If you were promised follow-up action, it was done accurately.	[ ]	[ ]	[ ]	[ ]	[ ]
7. Overall quality of service was good.	[ ]	[ ]	[ ]	[ ]	[ ]
8. Our service was good when compared with other life insurance companies.	[ ]	[ ]	[ ]	[ ]	[ ]	[ ]

9. How can we improve our service?

Complete This Section ONLY If You Would Like Someone To Call You About This Insurance

• Yes, I would like an Insurance Representative to call me about my recent request.

Name:______________________ Daytime Phone Number:__________________________

Insurance File Number:____________________ Best time to call during the day:_______________

(MMMM YYYY)(Survey #)

Insurance Toll-free (1-800-669-8477) Insurance Toll-free fax (1-888-748-5828)

Website & E-mail (www.insurance.va.gov) Hours of operation: (Mon. – Fri. 8:30 a.m. – 6:00 p.m. ET)

Best days to call (Wed. and Thurs.) Automated policy access (24 hours, 7 days a week)