Launch of Veterans Signals (VSignals) Surveys for Insurance Benefits 

Effective: December 10, 2021

Good Morning/Afternoon,

Insurance Service is pleased to announce the deployment of VSignals electronic surveys to Veterans and dependents that have Insurance Center interaction related to Applications for New Insurance, loan and cash surrender applications, general correspondence inquiries, death claim benefits, beneficiary changes, and Veterans Mortgage Life Insurance applications.  If you have had an opportunity to contact us through our Insurance Call Center, you may have already received a survey from that service.  Insurance will no longer mail paper surveys.

VA is asking for customer feedback so we can use it for process improvement. It’s important to us to hear from our customers, and we use it in our customer experience framework:

• We listen to our customers,
• We improve processes, benefits, and services based on what we hear, and
• We empower employees to act.

The Veterans Experience Office (VEO) will now randomly email surveys to eligible Veterans and beneficiaries at different touchpoints in the benefits process. The selected Veterans and beneficiaries will receive a short survey that consists of questions about key experience drivers and takes less than four minutes to complete. The measurement questions are based on a 5-point Likert scale ranging as follows: Strongly Disagree, Disagree, Neither Agree nor Disagree, Agree, Strongly Agree.

The surveys include the following drivers:

• Confidence/Trust
• Satisfaction
• Quality
• Ease/Simplicity
• Efficiency/Speed
• Equity/Transparency
• Employee Helpfulness

In addition, respondents may be asked a few supplemental questions based on the responses they provide to the core survey questions. Insurance Service will utilize the results of these surveys to perform service recovery and determine if program improvements are necessary.

Please note this survey may go to primary or spam inboxes. Selected Veterans and beneficiaries should check both folders for receipt.

For more information on VA Insurance please visit us at www.benefits.va.gov/insurance/. 

To speak with a call agent, please contact us at 1-800-669-8477.

Thank you.

Note: This is an automatically generated email. If you have already applied for any insurance coverage or are currently in the Armed Forces, please disregard this notice.

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