Why this matters
Every renewal season, business clients open a higher premium and send an angry email. The reply is riskier than it looks. A rushed “yes, you are covered” about equipment the carrier was never told about becomes an uncovered loss, and an uncovered loss is far worse than an annoyed client.
There is a second trap in the same thread: the client assumes she can keep the old policy running while she decides. If the policy ends on a fixed date with no grace period, that assumption leads to a lapse.
In this module you give ChatGPT the email thread and the facts from the quote and the policy, get a draft, and make ChatGPT check every promise in it against those facts. You catch the old price you cannot get, the coverage that is not in place, and the deadline, and send a calm, accurate reply.
What you’ll build
A reply to Joan Pruitt, a made-up client of Tallgrass Insurance Agency, whose print-shop renewal went up 18 percent. She wants the old price, thinks her new $22,000 press is already covered, and thinks she can keep the old policy while she decides.
The reply apologizes once, explains the increase, offers the higher-deductible option, says the press is not covered until the carrier confirms an endorsement in writing, and gives the date the policy ends and the date she must decide. It is checked claim by claim against your facts before you send.
What you need
- Nothing to start the practiceChatGPT and Gmail are practice copies. Joan’s thread is already in the inbox. The policy terms in this lesson are made up.
- A ChatGPT account, to do it for realA business plan is best for client mail. Follow your agency’s policy on AI tools.
- The email threadCopy the whole thread, oldest message first. Leave out policy numbers and personal data.
- A short list of facts from the quote and the policyThe premium, what changed, what you can offer, the policy end date and the decision deadline, and what is and is not covered. The download below has Joan’s nine facts and a blank list.
Concepts
3 ideas you’ll use in the practice.
“Covered” is a promise with a price
ChatGPT does not know what the carrier has been told or what the policy says. A draft that sounds reassuring may say “covered” when nothing in your facts does.
Write the coverage status as a numbered fact, including what is not covered yet, and tell ChatGPT to promise only what is in the list.
Check every promise against a fact
Ask ChatGPT for a table of every promise in the draft next to the fact that backs it up. Anything without a fact is flagged.
The three lines most likely to be flagged in a renewal email are the price, the coverage and the date.
Give the client something to do
A good reply says what you will do today, what you need from the client, and the date that matters. “I need the invoice and serial number, and your decision by October 28” beats “let me know”.
Read the final version yourself. Your name is on it.
Practice
Do every step yourself in a practice copy of the real tool. It checks your work, and “Do it for me” finishes any step you get stuck on.
Do it for real
Now repeat it in your own account. Tick each step as you go.
Downloads
- Renewal facts and requests (.txt)Joan’s thread and nine made-up facts, the requests, and a blank list to copy.
Quick check
3 questions to check you’ve got it.
1. The draft says the new press is covered. Your facts say it was never reported to the carrier. What now?
- Leave it, it reassures her
- Say it is not covered yet, and what you will do and need to add it
- Remove the press from the reply
Show the answer
Say it is not covered yet, and what you will do and need to add it. Never tell a client she is covered before the carrier confirms. Say what you will do and what you need.
2. The client says she can keep the old policy while she decides. The policy ends November 1 with no grace period. What does the reply say?
- That is fine
- The policy ends on that date, and you need her decision by the deadline or coverage lapses
- Nothing about timing
Show the answer
The policy ends on that date, and you need her decision by the deadline or coverage lapses. A wrong assumption about timing leads to a lapse. State the end date and the deadline plainly.
3. Why number your facts?
- It looks neat
- So you can match each promise in the draft to the fact behind it
- ChatGPT needs numbers to work
Show the answer
So you can match each promise in the draft to the fact behind it. The check step is only as good as the facts you can point to.