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Find the policy clauses that matter for a claim
Pull the sections of a long policy wording that relate to a customer's claim, with page references, so you can check cover properly.
When to use it
Before you call a customer back about a claim
Step by step
Get the right policy wording
Download the policy document that applies to this customer's product and version. Use the standard wording, not the customer's personal schedule with their details on it.
Ask where the relevant sections are
Attach the PDF to your AI assistant and describe the claim in general terms.
Prompt to copyI'm a customer service rep. Attached is a policy wording. A customer is claiming for: [describe the loss in general terms, no personal details]. Find every section that could affect this claim: what's covered, exclusions, conditions, limits and excess. For each, quote the exact wording and give the page and section number. Then list any facts I'd need from the customer to know which sections apply. Don't decide whether the claim is covered.Read the clauses yourself
Open the policy at each page reference and read the wording in full. Check anything unclear with your claims team or underwriter, who make the cover decision.
Prepare your call
Use the list of facts you still need to plan your questions for the customer.
What you get
Section 4.2 (p. 11): 'We will pay for accidental damage to portable items...' Exclusion 6.1 (p. 15): items left unattended in a vehicle. Limit (p. 12): £1,500 per item. Facts needed: where the item was when damaged.
Tips
- The AI can miss or misread clauses. Treat its list as a map to the right pages, never as the answer.
- Don't upload documents containing a customer's personal details unless your company has approved the tool for that.