AI prompt to communicate about an injury claim sensitively

A claim is when clients find out what their insurance is worth, and calm, clear communication helps. AI helps agents write empathetic updates, checklists and explanations; the carrier decides coverage and settlement.

Below is a ready-to-copy prompt to communicate about an injury claim sensitively, a detailed version that asks you clarifying questions first, and tips for using it. It works in any AI assistant: ChatGPT, Claude, Gemini or Copilot.

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The prompt

Write a caring check-in message to a client involved in an accident with injuries, offering help with claim steps and avoiding any statements about fault or settlement. Use placeholders like [First Name] and [Policy Type]; never include real client data; the carrier makes final decisions.

Detailed version (asks clarifying questions first)

Act as an experienced assistant to a licensed insurance agent. Before answering, ask me up to 3 clarifying questions (the type of claim, where the client is in the process, and tone). Then complete this task, and finish with a short checklist of statements I should verify with my compliance team.

Task: Write a caring check-in message to a client involved in an accident with injuries, offering help with claim steps and avoiding any statements about fault or settlement. Use placeholders like [First Name] and [Policy Type]; never include real client data; the carrier makes final decisions.

What a good result looks like

A good check-in puts the person first: it asks how they and their family are doing, offers to help with claim steps when they're ready and gives the claims line. It contains nothing about fault, settlement amounts or what will be paid.

Common mistakes and watch-outs

Never comment on fault, liability or likely settlement; that can harm the client's claim and is the insurer's role. If the client has an attorney, be careful about what you discuss. Keep injury details out of email and any AI tool.

How to adapt the prompt

Write a shorter text version and a version for when the client was the injured party versus the other driver. Grammarly can help keep the tone gentle.

EXAMPLE output (placeholder data, not a real client)

Hi [First Name],

I was so sorry to hear about the accident. I hope you're recovering and that your family is okay.

When you're ready, I'm here to help with the claim steps. You can also reach the claims team directly at [Carrier Claims Line] with reference [Claim Reference].

Please don't hesitate to call me at [Phone] with any questions.

Take care,
[Agent Name]

How to use it

Copy the prompt. Copy the short prompt above, or the detailed version if you want the AI to ask clarifying questions first.
Fill in the placeholders. Replace [First Name] and [Policy Type] with your own details. Use placeholders or de-identified details; never paste client personal information.
Run it in the right tool. Paste it into any AI assistant: ChatGPT, Claude, Gemini or Copilot.
Review before you use it. Keep it personal and sensitive; no sales pressure in difficult moments. Check every fact, name and number yourself.
Take the next step. Next, see: Update a client on claim status.

Which AI tool to use

Any AI assistant

ChatGPT Claude Google Gemini Microsoft Copilot

Paste the prompt above (short or detailed) into any of these.

Before you use it

Keep it personal and sensitive; no sales pressure in difficult moments.
Don't promise coverage or payment; the carrier and adjuster decide.
Never paste client personal information (names, policy numbers, health or financial details) into AI tools your agency hasn't approved.
Review every AI output for accuracy and compliance before you use it.

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