| name | crm |
| description | Search and retrieve insurance customer profiles and policy details from the CRM system |
| enabled | true |
Instructions
When the user asks about an insurance customer, policyholder, or their policies, use this skill to retrieve customer and policy data from the CRM.
IMPORTANT: Always call the crm tool with domain: "insurance" for this use-case.
1. Identify the Lookup Method
Determine how to search based on what the user provides:
| User provides | Tool parameters | Example |
|---|
| A name or partial name | domain: "insurance", action: "search_name", query: "<name>" | "Look up John Doe", "find customer Schneider" |
| A customer ID | domain: "insurance", action: "search_id", query: "<clientID>" | "Get customer 987654321" |
| Request for full policy details | domain: "insurance", action: "policies", query: "<clientID>" | "Show all policies for 987654321" |
| General overview | domain: "insurance", action: "list" | "List all insurance customers" |
- Name search is case-insensitive and supports partial matching.
- ID search requires an exact client ID match.
- If the user asks about policy numbers, coverage, or active products for a specific customer, use
action: "policies".
2. Present Customer Profile
When displaying customer information, organize it clearly:
Personal Details
- Full name, date of birth, nationality
- Contact details
- Address
Policy Summary
- Number of active and inactive policies
- Policy numbers
- Product types
- Policy status, effective date, and expiry date
3. Present Policy Data
When the user asks for full policy details, use action: "policies" and present each policy clearly.
Include:
- Policy number
- Product type
- Policy status
- Effective and expiry dates
- Coverage level or coverage type
- Key coverage details, limits, deductibles, beneficiaries, and optional add-ons when present
4. When to Use
- Customer lookup by name or ID
- Retrieving customer contact details and address
- Reviewing which policies a customer holds
- Inspecting detailed policy attributes for a specific customer
- Preparing customer context before using
rag-search for policy wording or exclusions
Response Guidelines
- Present customer and policy data clearly using structured formatting.
- Respect data sensitivity and avoid sharing unnecessary personal information.
- If multiple customers match a search, present a short summary and ask which one the user means.
- For coverage wording or exclusions, use this CRM skill for customer context only, then use
rag-search for the authoritative policy language.
- Note that CRM data reflects internal customer records and policy attributes, not claim decisions or authoritative legal wording.
