Claims, cases & applications

Claim assessment visit

Arranges a loss adjuster or assessor visit for a claim: the date and time, who is coming, how to check their identity, what to have ready and how to rearrange.

Subject: Your claim assessment visit on [visit date]

Claim documents request

Asks a claimant for the evidence a claim needs, such as receipts, photos or a police report, with the date and the claims portal to upload them through.

Subject: Documents needed for claim [claim number]

Claim on hold: information needed

Tells a claimant their claim is on hold because information is missing, inconsistent or overdue: what is needed, by when, and what happens under your procedure if nothing arrives.

Subject: Claim [claim number] is on hold until we hear from you

Claim settlement payment notice

Confirms a claim settlement payment: the amount, deductions such as the excess, the date, the masked account it goes to and the payment reference, without asking for bank details.

Subject: Settlement payment for claim [claim number]

Insurance claim accepted

Tells a claimant their claim is accepted, in full or in part, using the approved decision: what is covered, the excess, how settlement will be made and a link to the decision letter.

Subject: Your claim [claim number] has been accepted

Insurance claim acknowledgement

Registers a new insurance claim: the claim number, the handler, what happens next and what evidence to keep, without suggesting whether the claim is covered.

Subject: Your claim [claim number] is registered

Insurance claim declined

Tells a claimant their claim has been declined, with the reason and policy clause from the approved decision, how to ask for a review and how to complain.

Subject: Our decision on claim [claim number]

Application decision

Gives the outcome of an application, approved or not, taking the decision, reasons and any conditions from the sender, with the decision letter and the route to a review.

Subject: A decision on your [application type] application

Application received

Confirms any application other than a job application (an account, permit, membership or programme): the reference, what was received and when to expect a reply.

Subject: We’ve received your [application type] application

Accelerator offer of a place

Offers a startup a place in the cohort: the programme dates, a short summary of the offer with full terms in the offer documents, the date to accept by and who to ask.

Subject: An offer to join [programme name]

Accelerator selection interview invitation

Invites a shortlisted startup to the accelerator’s selection interview: the format and length, who is on the panel, what to prepare and a link to choose a slot by a date.

Subject: Your [programme name] interview

Grid connection application update

Updates a customer on the application to connect their system to the electricity network: where it stands with the network operator, anything the operator has asked for and when to expect news.

Subject: Grid connection update: [application reference]

Application evidence request

Asks an applicant for the evidence their application still needs: each document, what counts, the date, the secure upload and what to do if a document can’t be obtained.

Subject: More evidence needed for your [service name] application

Permit additional information request

Asks a permit applicant for the plans, drawings or details the assessment still needs: what and why, the date to send them, how to upload them and what happens if they don’t arrive.

Subject: Information needed for permit application [application reference]

Permit application received

Confirms that a permit or licence application has arrived: the reference, the site, validation status, the fee, any public comment period, the case officer and the target decision date.

Subject: Permit application [application reference] received

Permit decision notice

Gives the decision on a permit or licence application from variables: a summary of any conditions or reasons, the steps that follow, the appeal route and the formal notice, which governs. Review before sending.

Subject: Decision on permit application [application reference]

Public service application acknowledgement

Confirms that an application for a public service, licence or benefit has arrived, with the reference, the published time to decide and how to ask for accessible formats. It is not yet a decision.

Subject: We’ve received your [service name] application

Tenancy application approved

Tells applicants their tenancy application is approved and sets out signing, the move-in payment and the start date, pointing to payment details they can check before paying.

Subject: Your application for [property short address] is approved

Tenancy application declined

Tells an applicant their tenancy application was not approved, with a plain decision, any required disclosure about referencing and what happens to a holding deposit. Review before sending.

Subject: About your application for [property short address]

Tenancy application received

Confirms an application to rent a property, names every applicant, gives the reference and sets out the next steps, the holding deposit and when to expect a decision.

Subject: Your application for [property short address]

Research data access approved

Tells a researcher that the data access committee has approved their request: the dataset and approved scope, the conditions of use, the access period and how to reach the data.

Subject: Data access approved: [dataset name]

Additional information final reminder

A formal final reminder for information still outstanding on a case: when it was first asked for, the last day to send it and what happens if it does not arrive.

Subject: Final reminder: information for [case reference]

Additional information required

Asks an applicant or case holder for specific missing or unclear information, why it is needed, the date to send it by and what happens if it doesn’t arrive.

Subject: We need more information for [case reference]

Appeal or review request received

Acknowledges a request to review or appeal a decision: the references, who will review it, the date to add evidence by, when to expect a reply and what stands in the meantime.

Subject: We’ve received your appeal: [appeal reference]

Case closed

Formally closes a case or application file: when and why, the outcome, how and until when it can be reopened, and how records are kept.

Subject: Case [case reference] is now closed

Case status update

Updates someone on any open case, claim, account or application: its current stage, progress since the last update, the next step, the expected date and any delay.

Subject: Update on your case [case reference]: [case stage]

Fraud report acknowledgement

Acknowledges a customer’s report of fraud or a scam payment: the case reference, the steps taken to protect the account, how the investigation works and when they’ll hear back.

Subject: Your fraud report [case reference]

Freedom of information request acknowledgement

Acknowledges a freedom of information or public records request: the reference, the request as understood, the date the response is due, and any clarification or fee that may follow.

Subject: Your information request [reference number]

Freedom of information response

Sends the response to a freedom of information request: the outcome, what is released, what is withheld and why, a secure link to the full response and how to ask for a review. Review before sending.

Subject: Our response to information request [reference number]

Inspection outcome notice

Tells the named contact the result of a site inspection that found actions to complete: the actions and their dates, the follow-up visit, the full report and how to dispute a finding. Review before sending.

Subject: Result of your inspection on [inspection date]

Resident service request received

Confirms a resident’s report of a local problem, such as a damaged streetlight or a missed collection: the reference, the location logged, the response standard, how to track it and who to call if anyone is in danger.

Subject: We’ve logged your report: [request type]

Resident service request update

Tells a resident what has happened to a problem they reported: work scheduled, passed to another organisation, completed or closed, and how to reopen it if the problem isn’t fixed.

Subject: Update on your report [case reference]

Clinician-approved follow-up instructions

Sends a patient the follow-up instructions their clinician wrote and approved after a visit, word for word, with who to call and where to get urgent help. Review and send individually.

Subject: Your care instructions from [clinician name]

Patient referral received

Tells a patient that a referral for them has arrived from their clinician, what happens next, when they’ll hear from us and who to contact meanwhile, naming no condition. Send individually.

Subject: We’ve received a referral for you

Referral acknowledgement to referring clinician

Acknowledges a clinician-to-clinic referral with the referral and patient references, the date it arrived, when triage is expected and who to contact, carrying no clinical detail.

Subject: Referral received: [referral reference]

Referral information request to referrer

Asks a referring clinician for the missing items needed to triage a referral, sent through a secure channel by a date, and says what happens to the referral in the meantime.

Subject: More information needed: referral [referral reference]

Ceasing to act notice

Tells a client in writing that the firm will stop acting for them before the matter ends: from when, the reason in the lawyer’s words, what happens to the file and money held, and a prompt to find other representation.

Subject: We’ll stop acting for you on matter [matter reference]

Court hearing date and arrangements

Gives a client hearing details exactly as the court’s or tribunal’s notice states them, names that notice, says whether they must attend and who from the firm will be there, and asks them to confirm.

Subject: Hearing on [hearing date]: [matter reference]

Legal matter instructions request

Asks a client for their decision on a point in their matter by a date, pointing to the lawyer’s advice in the secure portal and offering a call; it also works as a chaser when an earlier request had no reply.

Subject: We need your instructions on matter [matter reference]

Legal matter closure letter

Confirms a completed matter is closed: what was done, the final bill, money still held and how it will be returned, original documents, how long the file is kept and any points the lawyer flags.

Subject: Matter [matter reference] is now closed

Legal matter update

A progress update in the lawyer’s approved words: what has happened, what comes next, anything needed from the client and where to read detailed advice in the secure portal; advice and outcomes stay out of the email.

Subject: An update on your matter [matter reference]

Legal non-engagement letter

Confirms in writing that the firm will not act for someone who asked for help: it isn’t representing them and has given no advice, what happens to anything they sent, and a prompt to seek other advice soon.

Subject: Your enquiry [enquiry reference]: we can’t act for you

Account application declined

Tells an applicant their account or credit application has been declined, with the reason from your decision record, any credit reference agency used and how to ask for a review.

Subject: Our decision on your [product name] application

Account application received

Confirms an application for an account, card or loan with its reference, the identity and credit checks that follow, and when the applicant can expect to hear back.

Subject: We’ve received your [product name] application