QUESTIONNAIRE FOR EMPLOYEES

Organizational analysis
Please answer the following question(s) and statement(s) regarding
the organization’s culture
1. From the list below, please circle the ones you believe define the
organization’s culture
a. Performance-based
b. Integrity
c. Creativity
d. Innovation
e. Diversity
f. Inclusion
g. Transparency
h. Compatibility
i. Employee recognition
j. Trust
k. Collaboration

Statement Strongly Disagr Neutr Agr Strongl

disagree ee al ee y Agree

The work culture x

encourages me to grow
within the organization

I feel supported by my x
manager

I put into practice what I x

learned during the training

My organization provides x
enough feedback in terms
of how well I performed
during training

My organization promotes a x
continuous learning
environment
 There is a strong learning x
culture at the organization

Please answer the following question(s) and statement(s) regarding

the organization’s environment

Statement Strongly Disagr Neutr Agr Strongly

disagree ee al ee Agree

There is a competitive x
environment among my
colleagues

Please answer the following question(s) and statement(s) regarding

the organization’s environment
1. How was the training information given to you? From the list below,
please circle the ones that apply.
a) E-learning
b) Observation
c) Coaching
d) Instructor-led training
e) On-the-job training
f) Video-based-training
g) other (please mention it) …………………………

Statement Strongly Disagr Neutr Agr Strongl

disagree ee al ee y Agree

There are organizational x

constraints that interfere
with my ability to perform
my work

I am reminded of the x
material I learned during
training in my current job
Task analysis
Please answer the following questions(s) and statement(s)
1. How is your performance compared to your expectations?
a) Very poor
b) Poor
c) Average
d) Good
e) Excellent

Statement Strongly Disagr Neutr Agr Strongl

disagree ee al ee y Agree

My responsibilities for x
investigating claims are
clearly defined

Person analysis
Please answer the following questions(s) and statement(s)

Statement Strongly Disagr Neutr Agr Strongl

disagree ee al ee y Agree

There are obstacles that x

prevent me from
performing my job
effectively

I feel motivated to perform x

my job well because the
job is meaningful to me.

I have the right set of tools x

and equipment to perform
my job properly

I have adequate training to x

perform my job

The organization’s reward x

system here promotes high
performance
My current KSAs x
(knowledge, skills,
attitudes) are sufficient in
fulfilling my role

The current goals and x

objectives of my role are
well-defined

There is flexibility to adapt x

to changes in workload

Task analysis
Answer on a scale of 1-3 based on each title
(1=low, 2=medium, 3=high)

Task Frequen challeng importan

cy es ce

1, 2, 3 1, 2, 3 1, 2, 3

Claim reception: 3 2 3

On site inspections 1 1 1

Investigate Claims 1 1 1

Contact stakeholders 1 1 1

Prepare Claim Reports 3 1 2

Negotiate Settlements 1 1 1

1 1 1
Ensure Compliance

3 3 3
Provide Customer Support

Provide reports and 3 3 3

recommendations

Answer on a scale of 1-3 based on each title

(1=low, 2=medium, 3=high)

Skills 1,
2, 3

2
Problem solving

Analytical thinking “Data Collection and Analysis” “Interpretation of 1

Policies” and |problem solving”

Detail oriented 3

Interpersonal skills 3

Multitasking 3

Negotiation 1

Knowledge 1,
2,
3

Familiarity with Insurance Policies 2

Understand and be able to assess property damage 2

"5 to 7 years of experience handling personal and commercial 1

property claims."

Legal & Regulatory Knowledge “Insurance Law and Regulations”, 1

“Understanding of legal principles related to contracts”

Claims Assessment Process 2

"Determine coverage, evaluate damages, and settle claims."

Investigation techniques: "Investigate complex property claims,

including gathering relevant reports and statements."“up-to-date
knowledge of evaluation or investigation methods."

"Stay informed of trends in insurance products and services."

Bilingual (french and english)

Attitudes 1,
2, 3

Proactivity "Work autonomously and be goal-oriented." 1

Professionalism and politeness 3

Accountability 1
"Handle claims in a timely and respectful manner." (Implied
accountability to ensure claims are processed properly)”

Integrity: 3
"Ensure fair and accurate resolution of claims within the established
limits.".

Resilience: 3
"Work in a fast-paced environment." (Ability to handle pressure)

Empathy and agreeableness: "Communicate respectfully with 3

clients."

Meticulous 3

Knowledge Gaps:
 1. How familiar are you with emerging technologies or digital tools used
in claims management? Do you believe additional training on these
tools would improve your efficiency?
We are using several different computer systems, so it is important to
know how to be comfortable with technology. Because technology is
evolving, we have quarterly training with them.
2. Are there specific legal or regulatory updates related to insurance
claims that you feel less informed about? Would ongoing legal training
benefit your role?
Skills Gaps: I would like to have more info on our limits that we can answer to
the customers, because sometimes we can't confirm this thing, because it's
not within our competence and we don't want to give false hope
3. When dealing with highly emotional or stressed clients, do you feel
fully equipped to handle these interactions calmly and effectively?
Would you find training in emotional intelligence or stress
management helpful?
Yes, we have had training on customer management and empathy, so yes,
we are quite equipped.
4. Do you ever struggle with adapting your communication style based on
different stakeholders (e.g., clients, colleagues, legal teams)? Would
additional training in adaptive communication be useful?
No, its oaky
Attitude Gaps:
5. The question "How comfortable are you making complex decisions?
Would decision-making training help?