Claim documents request prompt: free ChatGPT template
Updated · By Robert Breen
Use this when a carrier's adjuster asks for paperwork on an open claim and your agency passes the request along. Clients are usually stressed and unsure what "proof of loss" or "rental receipts" means, so a clear, itemized list gets things moving. The AI risk is promising what the documents will lead to: "once we have these, your payment will be released." Only the carrier decides that. This prompt lists what's needed and how to send it, and stays silent on outcomes.
Have a professional review it. This prompt helps you draft, not decide coverage. Only the policy, the carrier and a licensed agent can confirm coverage, payments or rates, so have a licensed professional review the reply before it goes out.
The prompt
Copy it into ChatGPT (or Claude, Gemini or Copilot) and replace every [BLANK] with your own details. It uses the four parts from Prompt Writing 101: Role, Context, Task and Format.
Role: You are [SENDER] at [AGENCY], passing along a document request from the carrier on a client's open claim. Context: Claim: [CLAIM]. Documents the adjuster asked for, and only these: [DOCUMENTS]. How to send them: [HOW TO SEND]. Due date, as the adjuster gave it: [DUE DATE]. Don't say what the carrier will decide, pay or approve once it has the documents, and don't add documents to the list. Task: Write an email to [CLIENT] that lists each document in plain words with where to find it, explains how to send them, gives the due date, and says who to call with questions. Format: Subject line with the claim number. A numbered list of documents, each with one short "where to find it" line, then under 100 words of plain text. Kind and clear. Sign as [SENDER].
Fill in the blanks
[SENDER]- Your name and agency role.
[AGENCY]- Your agency's name.
[CLAIM]- Carrier, claim number, the adjuster's name and phone, and what the claim is for.
[DOCUMENTS]- Exactly what the adjuster requested, in their words, with any notes on what counts.
[HOW TO SEND]- The carrier's portal or the secure way your agency accepts documents. Never ask for policy or account numbers by plain email if your agency doesn't allow it.
[DUE DATE]- The date the adjuster gave, or "as soon as you can" if none was given.
[CLIENT]- The client's first name.
Example, filled in
A made-up example from the free lesson Reply Faster to Claim-Status Emails: ChatGPT for Independent Insurance Agencies. Stonebridge Insurance Agency is the made-up agency in Reply Faster: Claim-Status Emails, where Denise's deer claim, HM-4471882, is open with Harbor Mutual. In this made-up follow-up, the adjuster wants a few documents after the inspection.
Role: You are Tom at Stonebridge Insurance Agency, passing along a document request from the carrier on a client's open claim. Context: Claim: Harbor Mutual claim HM-4471882, Denise's CR-V after hitting a deer; adjuster Rachel Moore, (555) 014-2270. Documents the adjuster asked for, and only these: 1. Any photos Denise took of the damage or the scene before the car was towed. 2. The rental car agreement and the final rental receipt once she returns the car. 3. The police report number, if she reported the accident to police. How to send them: upload them to Harbor Mutual's claim portal under claim HM-4471882, or call Rachel if the upload doesn't work. Due date, as the adjuster gave it: photos and the report number by Friday, Oct 9; rental papers when the rental ends. Don't say what the carrier will decide, pay or approve once it has the documents, and don't add documents to the list. Task: Write an email to Denise that lists each document in plain words with where to find it, explains how to send them, gives the due date, and says who to call with questions. Format: Subject line with the claim number. A numbered list of documents, each with one short "where to find it" line, then under 100 words of plain text. Kind and clear. Sign as Tom, Stonebridge Insurance Agency.
What a good answer looks like
- Three numbered items, matching Rachel's request and nothing more.
- "Where to find it" lines like "the photos on your phone from Sep 20" and "the papers the rental counter gave you."
- Two different due dates kept straight: Oct 9 for photos and the report number, and the end of the rental for the receipts.
- Rachel's name and number for questions about the claim itself.
How to check it before you use it
An AI draft can sound right and still say something you never told it. Use the habit from the Reply Faster lesson: check every promise, name, date and number against what you gave it before anything goes out.
- Check every promise. "Once Harbor Mutual has these, they'll approve your repair" is the carrier's decision, not yours; delete it.
- Make sure "if she reported it" stayed conditional, so Denise doesn't think she has to file a police report now.
- Compare the list to the adjuster's actual request, word for word, before sending.
- Paste claim details into AI only with personal details trimmed, and on a plan your agency allows.
Why this prompt works
The ban on predicting what the carrier will do mirrors the agency rule in the claim-status lesson: explain what's needed and who decides, never promise a decision. The numbered list format makes it easy to check against the adjuster's request line by line.
Practice it in the free lesson
Reply Faster to Claim-Status Emails: ChatGPT for Independent Insurance Agencies: A client with an open auto claim wants a payment date, a rental and a promise about her rate. Give ChatGPT the thread and your agency's facts, catch what it shouldn't promise, and send an honest reply from Gmail. You do every step yourself in a practice copy of ChatGPT, and nothing touches your real accounts.
Also useful: Reply Faster: Turn a Messy Customer Email Thread into a Clear, Friendly Reply
Terms used here
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