# Reply to a complaint, for customer service teams in insurance: scoring guide Turn a customer's complaint and the facts on your file into a calm reply that acknowledges the concern, states only the facts on the record, says what will happen and when, makes no promise or admission beyond them, and waits for a person to approve it. **Context for this version:** The complaint comes from an insurance customer about a policy, a claim or a renewal, and the reply goes out in the insurer's name before any decision beyond the record is made. ## How to use it 1. Run the template on your own material, or take an answer you already have. 2. For each criterion below, read the answer against the two lines and tick one: meets or does not meet. Quote what you saw. 3. A criterion marked "checked by you" is yours to mark. An AI cannot meet it for you. 4. Count the ticks for meets, out of 12. Fix the first criterion that is not met and run the guide again. ## The guide ### 1. Every point is quoted word for word from the complaint A plain rule you can check by eye. - Meets: Every point in the table is found word for word in the complaint. - Does not meet: A point has been reworded, merged or added, such as a feeling or a request the customer did not state. - Your mark: [ ] Meets [ ] Does not meet - What you saw: ### 2. Every passage is quoted word for word from the record A plain rule you can check by eye. - Meets: Every passage in the table is found word for word in the record, and a point with nothing on file says None found. - Does not meet: A passage has been reworded or joined from two places, or an answer is given that the record does not hold. - Your mark: [ ] Meets [ ] Does not meet - What you saw: ### 3. Every step is quoted word for word from your list A plain rule you can check by eye. - Meets: Every step in the table is found word for word in your list of agreed steps, with its timing as written. - Does not meet: A step or date has been reworded or added, or a vague step has been turned into a result. - Your mark: [ ] Meets [ ] Does not meet - What you saw: ### 4. The reminder to check the reply with your manager or compliance team is in the final text A plain rule you can check by eye. - Meets: The final text includes the line Check this reply with your manager or your compliance team before you send it. - Does not meet: The line is missing, or it has been replaced by a claim that the reply is ready to send. - Your mark: [ ] Meets [ ] Does not meet - What you saw: ### 5. Every point is marked happened, wants or feels A plain rule you can check by eye. - Meets: Every row has happened, wants or feels in the Kind column. - Does not meet: A row has another word, or the Kind cell is empty. - Your mark: [ ] Meets [ ] Does not meet - What you saw: ### 6. Every result is one of the three allowed words A plain rule you can check by eye. - Meets: Every row has confirmed, partly confirmed or not on record in the Result column. - Does not meet: A row has another word, or the Result cell is empty. - Your mark: [ ] Meets [ ] Does not meet - What you saw: ### 7. No number appears that your complaint, record, steps and sign-off do not have A plain rule you can check by eye. - Meets: Every number in the reply is found in the complaint, the record, the steps or the sign-off. - Does not meet: A number appears that none of them has, such as a new date or amount. - Your mark: [ ] Meets [ ] Does not meet - What you saw: ### 8. Every fact in the reply is on the record Checked by a second AI prompt. - Meets: Every statement of fact in the reply is shown by a confirmed or partly confirmed row, and nothing marked not on record is stated as fact. - Does not meet: The reply states a fact the record does not show, or turns a not on record point into a fact. - Your mark: [ ] Meets [ ] Does not meet - What you saw: ### 9. The reply admits no fault and gives no cause or blame Checked by a second AI prompt. - Meets: The reply admits no fault, gives no cause or blame, and says sorry only for the worry or trouble. - Does not meet: The reply admits an error or liability, names a cause the record does not state, or blames a named person, team or company. - Your mark: [ ] Meets [ ] Does not meet - What you saw: ### 10. The reply promises only the agreed steps Checked by a second AI prompt. - Meets: The reply promises only the agreed steps, with the timing the list gives. - Does not meet: The reply promises a refund, a payment, an approval, a result or a date that the agreed steps do not hold. - Your mark: [ ] Meets [ ] Does not meet - What you saw: ### 11. Every request has an answer in the reply Checked by a second AI prompt. - Meets: Every request the customer made has an answer in the reply, either an agreed step or a plain statement that it has been passed on. - Does not meet: A request is ignored or answered with a promise the steps do not hold. - Your mark: [ ] Meets [ ] Does not meet - What you saw: ### 12. A person who can speak for your organization approves the reply before it is sent Checked by you. - Meets: A person who can speak for your organization read the reply against the complaint and the file, checked each fact and step, and asked a manager or compliance first where the complaint was formal. - Does not meet: The reply is sent without a person's approval, or without a check of its facts against the file, so you cannot tell whether it is safe to send. - Your mark: [ ] Meets [ ] Does not meet - What you saw: ## Your result Met ___ of 12 --- From Logic Lab (logiclabhq.com). Free to use and adapt, with credit.