OBJECTIVES: We sought to explore contraceptive users' experiences of the intrauterine device (IUD) insertion in Australia. STUDY DESIGN: We conducted an online qualitative survey with people in Australia, aged 18-45, who had undergone IUD insertion in the last 2 years. We recruited participants using online advertisements on social media and via researcher networks and inductively analysed the data. RESULTS: Of a total 294 recorded responses to our online survey, we included 175 based on completion of selected questions for analysis. Participants' responses to questions regarding their overall feelings toward their experience of IUD insertion varied greatly. Here, we report on three key themes: preparedness for the procedure, the role of staff and providers, and the role of the non-clinical support person. Those who described being poorly prepared for the pain often reported feeling 'shocked' by the experience. Participants reported that support people fostered a sense of safety and served as advocates. Those reporting positive experiences with insertion typically described care that aligned with patient-centered principles. CONCLUSIONS: Healthcare providers who insert IUDs should follow clinical guidelines that include guidance on preventing pain and preparing patients for potential pain. Providers can use patient-centered practice to improve patients' experiences of IUD insertion. IMPLICATIONS: These results can be used to improve patient experience of IUD insertion. This work highlights important areas in clinical guidelines requiring review.