# Claim intake questions prompt: free ChatGPT template > Build a first-call question list for a new insurance claim from your own requirements, plus a short email telling the client what to gather. Source: https://learn.ynteractive.com/content/prompts/claim-intake-questions-prompt · Updated 2026-10-01 · Free from Stepthrough (https://learn.ynteractive.com) [SOPs and operations](https://learn.ynteractive.com/content/prompts#job-sops-and-operations) · [Insurance](https://learn.ynteractive.com/content/prompts#industry-insurance) · Works in ChatGPT, Claude, Gemini and Copilot Updated October 1, 2026 · By [Robert Breen](https://learn.ynteractive.com/content/about) Use this when a client reports a loss and you want everything the carrier will ask for in one conversation, not three. Tell the AI the loss type, what the client already said and your intake requirements, and it builds a call checklist plus a follow-up email listing what to gather. Use it live, or make one per claim type and keep them in a shared doc. It asks questions; it doesn't judge fault or coverage. **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](https://learn.ynteractive.com/content/prompt-writing-101-role-context-task-format): Role, Context, Task and Format. Copy prompt ```text Role: You are a claims service assistant at [AGENCY], helping an agent take a first report of a loss. Context: Loss type: [LOSS TYPE]. What the client has told us: [WHAT WE KNOW]. Our intake requirements and the carrier's that we know of: [INTAKE REQUIREMENTS]. No questions about fault or coverage, no leading questions, and no requests for Social Security or bank account numbers. Task: List the questions to ask, grouped as: safety and injuries, when and where, damage, other people involved, photos and documents, and how to reach the client. Skip anything already answered. Then write a short email telling the client what to gather and how to send it: [UPLOAD METHOD]. Format: A numbered checklist, each question under 15 words, 20 at most. Then the email: subject line, under 120 words. ``` ## Fill in the blanks **`[AGENCY]`** Your agency's name. **`[LOSS TYPE]`** Auto collision, comprehensive, homeowners water damage, theft, and so on. **`[WHAT WE KNOW]`** What the client already said, so the checklist doesn't make them repeat it. **`[INTAKE REQUIREMENTS]`** Your agency's checklist plus anything the carrier requires that you know of. The AI only knows the requirements you give it. **`[UPLOAD METHOD]`** How clients send photos and documents to you, such as your client portal. ## Example, filled in **A made-up example** from the free lesson [Reply Faster to Claim-Status Emails: ChatGPT for Independent Insurance Agencies](https://learn.ynteractive.com/content/chatgpt-reply-claim-status-emails-insurance-agency). Stonebridge Insurance Agency is the made-up agency in the insurance Reply Faster lesson. This is the first contact on Denise's claim, the night after she hit a deer, before anything was reported to the carrier. Copy example ```text Role: You are a claims service assistant at Stonebridge Insurance Agency, helping an agent take a first report of a loss. Context: Loss type: auto, comprehensive (hit a deer). What the client has told us: Denise Harper hit a deer on Route 9 last night driving home. She says she's fine. The front of her CR-V is smashed, a headlight is out, the hood won't latch, and she doesn't feel safe driving it. Our intake requirements and the carrier's that we know of: Harbor Mutual needs date, time and location, a description, photos, where the car is now, and whether police were called; we report within one business day. No questions about fault or coverage, no leading questions, and no requests for Social Security or bank account numbers. Task: List the questions to ask, grouped as: safety and injuries, when and where, damage, other people involved, photos and documents, and how to reach the client. Skip anything already answered. Then write a short email telling the client what to gather and how to send it: our client portal, under Claims. Format: A numbered checklist, each question under 15 words, 20 at most. Then the email: subject line, under 120 words. ``` ## What a good answer looks like - Questions that skip what Denise already said, so the call doesn't feel like a form. - Every item on your intake list and the carrier's turned into a question: time, exact location, where the car is now, police report. - Neutral wording ("What happened?"), not leading ("The deer came out of nowhere, right?"). - A short email she can act on from her phone: what to photograph, what to keep, where to upload. ## 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](https://learn.ynteractive.com/content/chatgpt-reply-to-customer-emails): check every promise, name, date and number against what you gave it before anything goes out. - Compare the checklist line by line with your intake requirements and mark anything missing. - Delete any question about fault or coverage, and any that suggests an answer. - Check every promise in the email: it should promise nothing about payment, timing or a rental, only what to gather and where to send it. - Before you save it as a standing checklist, test it on the next real claim of that type and add what the carrier asked for that it missed. ## Why this prompt works Named groups in the Task give the call a shape, and "skip anything already answered" makes the list personal. The ban on leading questions matters because whatever is said on a first report goes into the claim file, so the client should tell it in their own words. The checklist is [structured output](https://learn.ynteractive.com/content/glossary/structured-output) you can paste straight into your claim notes. ## Practice it in the free lesson **[Reply Faster to Claim-Status Emails: ChatGPT for Independent Insurance Agencies](https://learn.ynteractive.com/content/chatgpt-reply-claim-status-emails-insurance-agency)**: 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. [Start the free lesson](https://learn.ynteractive.com/modules/insurance-claim-status-reply) Also useful: [Prompt Writing 101: Role, Context, Task, Format](https://learn.ynteractive.com/content/prompt-writing-101-role-context-task-format) ## Terms used here [Structured output](https://learn.ynteractive.com/content/glossary/structured-output) · [Guardrails](https://learn.ynteractive.com/content/glossary/guardrails) · [Personally identifiable information (PII)](https://learn.ynteractive.com/content/glossary/pii) ## Related prompts - [Claim status update email prompt](https://learn.ynteractive.com/content/prompts/claim-status-update-email-prompt): Send an insurance client a proactive claim update: what happened, who decides what, and the next step, with no payment, coverage… - [Coverage question reply prompt](https://learn.ynteractive.com/content/prompts/coverage-question-reply-prompt): Answer a client's "am I covered?" email honestly: what the declarations page lists, who decides, and how to start a claim. 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