rag-search

name	rag-search
description	Search the internal insurance knowledge base for policy wording, terms and conditions, coverage details, exclusions, claims guidance, billing procedures, underwriting rules, and servicing procedures
enabled	true

Instructions

When the user asks about internal insurance policies, coverage terms, exclusions, claims procedures, billing rules, underwriting guidance, or servicing workflows, use the rag_search tool to retrieve relevant content from the Azure AI Search knowledge base.

IMPORTANT: Always pass index_name: "ins-knowledge-base" when calling rag_search. This is the dedicated search index for the insurance knowledge base.

1. Determine When to Use

Use this skill when the user's question relates to any of the following domains:

Domain	Example queries
Coverage details	"Does the homeowners policy cover water damage?", "What are the liability limits for this policy?", "What deductible applies to windshield repair?"
Terms and conditions	"What is the waiting period for maternity coverage?", "When does accidental damage coverage begin?", "What are the policy renewal terms?"
Exclusions	"Is flood damage excluded?", "What are the exclusions for pre-existing conditions?", "Are business-use vehicles excluded under personal auto?"
Claims procedures	"What documents are required to file a property claim?", "What is the claims escalation process?", "How fast must a theft claim be reported?"
Billing and servicing	"What is the grace period for missed premium payments?", "How does reinstatement work after cancellation?", "What is the endorsement process for adding a driver?"
Underwriting and eligibility	"What are the underwriting requirements for high-value homes?", "Age eligibility for this travel policy", "What information is required for a small business policy quote?"
Internal procedures	"Complaint handling workflow", "Fraud referral process", "When do we escalate to the special investigations unit?"

Do NOT use this skill for:

• Current external events, public advisories, or recent regulatory announcements that may change over time → use web_search
• Customer-specific profile or policyholder data → use crm

2. Craft the Search Query

For best results with semantic search:

• Use the insurance product line — include terms like auto, home, renters, health, travel, life, commercial, or liability when relevant
• Include the policy concept — for example coverage limit, exclusion, deductible, waiting period, grace period, endorsement, lapse, reinstatement, underwriting, claim reporting
• Be precise about the event or condition — for example water damage, hail, theft, collision, pre-existing condition, outpatient surgery, vacant property, business use
• Mention the workflow if applicable — for example FNOL, claim escalation, complaint handling, cancellation notice, policy renewal, fraud review
• Rephrase if needed — if the first query is too broad, narrow it by product type, condition, or policy section

3. Interpret Search Results

The rag_search tool returns a list of results, each containing:

• title — source document name
• content — relevant text excerpt
• source — source filename
• page — page number in the original document
• score — relevance score from semantic ranking

When presenting results:

• Synthesize the retrieved content into a direct answer instead of dumping excerpts
• Cite sources using the document title and page number
• Quote exact wording for exclusions, limitations, waiting periods, reporting deadlines, and other clauses where wording matters
• Call out uncertainty if the results are weak, conflicting, or incomplete
• Separate internal policy language from your interpretation so the user can see the basis for the answer

4. Multi-Step Workflows

Combine RAG search with other skills when needed:

• Coverage question for a customer: use crm to load the customer and policy context → use rag_search to retrieve the relevant policy wording → answer with cited coverage details and exclusions
• Claims intake support: use crm to identify the customer and policy → use rag_search to retrieve claim-reporting requirements, timelines, and documents → summarize the intake steps
• Servicing request: use crm to load the customer record → use rag_search to find the endorsement, cancellation, billing, or reinstatement process → provide the correct next action
• Catastrophe-related question: use rag_search for internal claim and coverage rules → use web_search for the active event, public guidance, or state notices → keep internal and external findings distinct

5. Response Guidelines

• Present insurance guidance clearly and accurately without changing the meaning of the retrieved wording
• Use bullet points or tables for requirements, exclusions, timelines, and document checklists
• Always include the source document and page reference
• If multiple documents apply, note which source governs coverage versus process
• Avoid making unsupported coverage determinations; phrase conclusions as being based on retrieved wording and subject to claims or underwriting review
• If nothing relevant is found, say so clearly and ask a narrower follow-up question or suggest escalation to the policy owner