Templates For customer service teams in insurance

Review a draft before you send it, for customer service teams in insurance

Give a draft one pass for writing and one pass for substance, then hand back a short ranked list of fixes, so you know what must change before it goes out.

This is the version for customer service teams in insurance. The steps and checks are the same as in the general template; each prompt carries one added line about your setting, and the examples are from your kind of work.

Sample results: runs and scores on this page are illustrations while testing is set up. How we test

Bring: The draft, Who will read it and what it is for

Use This TemplatePrepare a prompt for your own AI chat.

Who it is for: Customer service representatives, claims coordinators and team leads at an insurer or agency who want a careful second read of a customer letter or email before it goes out in the company's name.
Time: 10 minutes

Edit this version

Other Formats and Files

The Step 1 chat prompt under Use This Template is the quick start. Choose a full prompt chain, checklist, Claude skill or n8n file when that destination fits your work. Checked Instructions, below, run the whole job with a hard check after every step.

Choose one format

Prompt chain
Copy each step into ChatGPT or Claude, one after another.
Checklist
Follow the steps and check off the checks by hand.
Claude skill
A folder Claude loads, so it follows the steps by itself.
n8n file
Import into n8n and connect your own AI account.

This job also comes as Checked Instructions: the whole job in one set, with a hard check after every step. See the Checked Instructions on the general template.

Using a download:How to use this in n8n How to install a Claude skill

The same job, with and without the template

Sample

This comparison uses the Typical sample. Try an input below for a result guide matched to each sample.

One plain prompt

Review this letter before it goes out. (The same draft and claim notes are pasted below.)

This is a warm and clear letter. It gives good news and apologizes for the delay, which customers appreciate. A few suggestions: you could add a friendlier closing, mention the claim number, and maybe say when the payment will arrive. You might also double-check the dates.

The tone is professional and caring. Overall, it is ready to send with minor tweaks.

Problem:It calls the letter ready to send, never checks the approval and the payment against the notes (no decision or amount is on file), and gives no order of fixes, so a must fix looks like a polish.

With this template

Swipe sideways to see all columns

Rank	Rating	Fix	Where (quote)	Why it matters
1	must	Remove the approval and the payment line, and say that no decision has been made yet and that a written decision is due by October 23.	your water damage claim is approved and a payment of 3,400 dollars will be sent next week	The notes show no decision and no payment amount, and a promise of payment could not be taken back.
2	must	Remove "wrongful" and apologize for the wait, not for a fault.	We apologize for the wrongful delay in handling your claim	The notes do not say the delay was wrongful, and the words read as an admission of fault.
3	should	Say what happens next, using the due date in the notes: a written decision by October 23.	Our inspector visited on October 6 and the report arrived on October 12.	The letter says what was done but not what comes next.
4	nice	Name a person and a way to reach them instead of "any questions".	Please contact us with any questions	A named contact is easier to use.

Ready to send after the must fixes? Yes, once both must fixes are made. Because the letter is about a claim, have your claims lead or compliance team read it too. The rest make it clearer; only the must fixes have to be made before it goes.

Check:Each claim is marked sourced or unsourced: Five claims marked: two sourced (the two dates) and three unsourced (the approval, the payment amount and the wrongful delay).
Check:Each fix is rated must, should or nice: Four fixes rated: two must, one should and one nice.
Check:Every quoted place is really in the draft: Four draft quotes support the review findings.
Check:The must fixes are truly must: The two must fixes are the unsupported approval and payment, and the admission of a wrongful delay, which could mislead or bind the insurer.
Check:Every number in a fix is in the draft or the sources: One number appears in the fixes (23) and it is in the draft or the sources.
For your read:You agree with the top fixes: Do you agree with the two must fixes, and does your claims lead need to see the letter before it goes?

Use This Template

Add your material below. Logic Lab prepares Step 1; you copy it into your own AI and check the answer there. The site does not run the workflow.

Example materialSample

Choose a sample

Typical: A claim status letter that promises a paymentEasy: An address change confirmationTricky: A letter with an internal reserve and a coverage claim

A short, accurate email with one small fix and nothing to check against an internal note.

The draft (needed)Who will read it and what it is for (needed)Sources or notes the draft relies on (optional)

Step 1 Chat Prompt

Review the exact prompt, then paste it into your own AI. For later steps, use the chat chain in Other Formats and Files.

You are a senior editor who reviews drafts for busy readers.
The draft is a customer letter or email from an insurer, such as a claim status update, and it will go out in the insurer's name to a policyholder or a claimant.

Your task is to review only the writing of the draft below: clarity, order, length, tone and wording. Do not judge whether the facts are right; that is a separate pass.

Who will read it and why: A confirmation email from our policy services team to a customer who asked to change his mailing address; I check it before it goes

The draft:
Dear Mr. Lopez,

We have updated the mailing address on your policy as you asked. Your next letter will go to the new address. Thank you for letting us know.

Kind regards,
Sam Ortega

Look for:
- the main point or ask arriving late or not at all,
- sentences that are long, vague or hard to follow,
- tone that does not suit this reader (too casual, too pushy, too stiff),
- repeated points, filler and jargon this reader may not know.

Rules:
- Point to the exact words, quoted from the draft.
- Suggest a concrete fix for each problem, not just "make this clearer".
- Do not rewrite the whole draft. Do not comment on facts or numbers.
- Find no more than 10 problems; pick the ones that matter most for this reader.

Return one markdown table and nothing else:
| # | Where (quote) | Problem | Suggested fix |

Send to AICopy and open ChatGPTCopies this result and opens a blank chat. Paste and review it there.

What This Sample Should Produce

No must or should fixes are needed. Offer one nice fix, such as giving the date the change takes effect, and say it is ready to send.

A result guide for this invented input, not an AI reply.

Want to see where the materials, steps and checks fit? Watch the general template being built.

The steps, and the check on each

Step 1: Writing pass
Check the draft for clarity, order, length and tone for its reader.
Hands back: A table of writing problems, each with the exact words and a suggested fix.
No separate check on this step.
Step 2: Substance pass
List each claim in the draft and mark whether it is backed by a source.
Hands back: A table of claims marked sourced or unsourced, and a list of gaps in the reasoning.
Check:Each claim is marked sourced or unsourced
A plain rule. If it fails, run the step again (the n8n file does this for you).
Step 3: Ranked fix list
Combine both passes into one short list of fixes, most important first.
Hands back: One ranked table of fixes rated must, should or nice, and a yes or no on whether it is ready to send.
Check:Each fix is rated must, should or nice
A plain rule. If it fails, run the step again (the n8n file does this for you).

After the last step

Check:Every quoted place is really in the draft
A plain rule. If it fails, it is flagged for you.
Check:The must fixes are truly must
A second look by the AI. If it fails, run the step again (the n8n file does this for you).
Check:Every number in a fix is in the draft or the sources
A plain rule. If it fails, run the step again (the n8n file does this for you).
Check:You agree with the top fixes
You check this one. If it fails, it is flagged for you.

What you need first

The draft(needed)
Paste the full draft as it stands now.
Who will read it and what it is for(needed)
For example "Department head, deciding whether to approve a budget change".
Sources or notes the draft relies on(optional)
Paste any data, notes or documents the claims come from. Leave empty if you have none; claims will then be checked only against what the draft itself cites.

Ways to adapt it

For a document with a required format (a proposal section, a policy brief), add the format's rules to the Writing pass under "Look for".
If your organization has a style guide, paste its main rules into the Writing pass and add "Follow this style guide" to its rules.
For high-stakes drafts, add a third pass between Substance and the fix list that reads as the most skeptical person likely to see it.
To use different ratings, change must, should and nice in the fix list prompt and in its check, both.

Change this version in the Editor. Its added context stays in every prompt and the general template stays separate.

Notes for customer service teams in insurance

A claim is checked against the claim notes the writer supplies. A statement about a decision, an amount or what is covered with no source in the notes is marked must.
Anything internal, such as a reserve figure, a pricing note or a fraud flag, is marked must when the reader is the customer.
An apology for the wait is fine. An apology for a fault, or a word like "wrongful", reads as an admission and is marked must unless the notes say the fault was agreed.
A "must" fix is a wrong or risky line that has to change before the draft goes out. A "nice" fix is polish. A claims lead or compliance reader decides what goes out.

The scoring guide

Sample

Each template check has a criterion marked met or not met; a person must still make the handed checks. (The guides in Quality rate a whole piece of work on three levels.) Under each one is how the example run scored.

Download the scoring guide (Markdown)

Each claim is marked sourced or unsourced
A plain rule
Meets:Every claim in the table is marked sourced or unsourced, and nothing else.
Does not meet:A claim has no mark, or a mark such as probably or partly.
Example built from the before and after:Met
Each fix is rated must, should or nice
A plain rule
Meets:Every fix is rated must, should or nice.
Does not meet:A fix has another rating or none.
Example built from the before and after:Met
Every quoted place is really in the draft
A plain rule
Meets:Every place quoted in the fixes is words that are really in your draft.
Does not meet:A quoted place is reworded or is not in the draft.
Example built from the before and after:Met
The must fixes are truly must
A second look by the AI
Meets:Each fix rated must would really mislead the reader, lose the ask or cause harm if it were left out.
Does not meet:A must fix is only a matter of style or taste.
Example built from the before and after:Met
Every number in a fix is in the draft or the sources
A plain rule
Meets:Every number in the Fix column is a number that is in your draft or your sources.
Does not meet:A fix contains a number that is in neither, such as a new total or a worked-out percentage.
Example built from the before and after:Met
You agree with the top fixes
You check this one
Meets:You read the must fixes, agree with each one and know how to make it.
Does not meet:You disagree with a must fix, or you do not know how to make it.
Example built from the before and after:For your read

Example built from the before and after: met 5 of 5, plus 1 for your read

Learn from this template

Most checks here run by themselves, but the last one is yours: you read the must fixes and decide whether you agree. The template marks that point instead of pretending the AI can make the call.

Where to see it: step 3 (Ranked fix list).

Read the guide: Where a person must look Take the lesson: Where a person must look (lesson 8)

More to read:Worked example: review a draft Adapting a template

Practice:Kinds of checks Spot the mistake: policy memo Scoring guides

The same job as a tool:Scoring guide to review prompt

Which one fits?

Use Fact-check against sources when you hold the sources and want every claim in the draft tested against them.
Use Check every requirement is covered when someone else set a list of requirements and you want to know which ones the draft leaves out.
Use Score work against a rubric when you have a rubric and want a mark for each criterion, with the evidence quoted.
Use Remove personal information when the text names people and must be cleaned before it goes anywhere.
Use Rewrite for a different reader when the draft is sound but must be said again for a different reader, with every fact kept.

Related templates

All for Customer service in insurance

Review

Reconcile feedback from three readers20 min
Each actual reader comment gets an answer; conflicts stay visible

Review

Check a report before it goes to the board15 min
Every figure is tied to your records; the verdict follows a written rule you can read

Review

Check an RFP response before you submit it25 min
Every requirement is quoted from the call and matched to your response; the claims your records cannot support are flagged

Last run: October 17, 2026: Example built from the before and after (sample run)
Tools and versions: Example built from the before and after
What was checked: The files, against each tool’s import format, and 1 sample run, each check’s finding recorded.
Version: 1.0
What changed: First release.

Report a problem with this template How we test

Review a draft before you send it, for customer service teams in insurance

How it runs

The same job, with and without the template

One plain prompt

With this template

Runs and scores

Example built from the before and after

Use This Template

Step 1 Chat Prompt

The steps, and the check on each

Step 1: Writing pass

Step 2: Substance pass

Step 3: Ranked fix list

After the last step

What you need first

Ways to adapt it

Notes for customer service teams in insurance

The scoring guide

Learn from this template

Which one fits?

Related templates

Review

Review

Review