Assignment 3: Bad News Email
Samuel T. David
The Chang School, Toronto Metropolitan University
CCMN 279: Intro to Professional Communication
Dr. Linda Schofield
July 4, 2025
Generated Letter
Subject: Claim Decision – Death Benefit for Hughey
Dear Mr. Brown,
We would like to begin by offering our sincere condolences on the passing of your bearded
dragon, Hughey. We understand how meaningful a companion animal can be, and we know this
must be a difficult time.
After reviewing your submitted claim and supporting documentation, we have completed our
assessment. According to the information provided, Hughey’s death was attributed to exposure to
cold temperatures over an extended period of time due to an open window near his enclosure.
Unfortunately, based on the terms outlined in your policy, we are unable to approve the claim for
a death benefit. The circumstances surrounding Hughey’s passing fall under exclusions related to
preventable environmental conditions, which are not covered under the current policy.
We recognize that this outcome may be disappointing, particularly given your long-standing
relationship with Pets Furever. We appreciate your continued commitment as a policyholder over
the years.
If you have any questions or wish to discuss this matter further, please don’t hesitate to reach out
to us at (416) 555-5362. We are available to review the details with you or provide guidance on
our appeals process.
Sincerely,​
Claims Department​
Pets Furever​
625 Eglinton Ave., Suite 307​
Toronto, ON M5Q 2R4​
(416) 555-5362
Commentary
The generated email does use an indirect approach as it does not get straight to the point. There
is a use of an emotionally sensitive tone that allows the customer to understand that the company
sympathizes with him. All while delivering the main message which is declining his claim. The
buffer is identified in the first paragraph. It is a proper example of a sympathy buffer, as it
cushions the negative news that is to come. In addition, it is relevant, brief and does not give any
implication for the answer. It can be improved as it was generic, considering all the information
we know about the customer's attachment to his pet. The rationale is the second paragraph. The
AI gives a proper rationale since the decision is logically set up. However, it is a little vague as a
lot of information was provided but not shared and may leave the reader confused. The bad news
is found in the third paragraph. The AI clearly states the answer right after the rationale using the
components of quickly, clearly, positively and without saying sorry. However, there is more of an
active voice whereas a passive voice would be more sensitive to the situation. The closing can be
identified as the fourth paragraph. It does not repeat the answer or the situation, but
acknowledges how negative this can be for the customer. Additionally, it leaves on a positive
note by showing appreciation to the customer’s loyalty. Overall, I think the AI generated a
generic yet appropriate bad news email with some areas that can be improved. As mentioned the
generated email uses an emotionally sensitive tone and as the customer I would find this letter as
an appropriate response, the message is disappointing but it does leave me with negative feelings
towards the company.
Samuel David
Claims Department ​
Pets Furever​
625 Eglinton Ave., Suite 307​
Toronto, ON M5Q 2R4​
(416) 555-5362
Michael Brown
6 Squiggly Lane
Toronto, ON M6M 1X5
July 4, 2025
Dear Mr. Brown,
We would like to express our condolences for the loss of Hughey. We understand that he was
more than a pet, he was a loyal and comforting source of emotional support since your return
from military service. Losing a cherished companion is never easy and all of us at Pets Furever
extend our sympathies during this time.
Our claims team, led by Vanessa Li, has completed a thorough review of your submitted claim
which includes the report provided by your veterinarian, Dr. Jason Barker. Based on the careful
assessment of the situation, it was determined that Hughey’s death was caused by hypothermia
due to his living room terrarium being below freezing temperature for a long period of time. It
was noted that a window was left open near his enclosure on a cold day in which the heat lamp
could not maintain the necessary warmth for the terrarium. In accordance with the terms outlined
in the policy DO-33284, coverage does not extend to losses resulting from preventable owner
neglect; therefore, the $1500 death benefit claim cannot be approved. Please refer to this policy
which was provided in Section 6 of the onboarding contract.
We recognize your consistent maintenance of the policy over the last ten years, alongside
fulfillment of all owner obligations at PetsFurever. We appreciate the loyalty and trust you have
placed in us and value the opportunity to serve you.
If you would like to speak with us regarding any questions or concerns, we are available at (416)
555-5362 or via email – petsfurever@gmail.com. We are open to offer guidance about our
appeals process. It would be our pleasure to provide any support when needed.
Sincerely,
Samuel David
Claims Department
Commentary of Revised Letter
After writing my own revised version of the bad news letter, my version is better than the AI
generated version. This is because I provided more in depth information, used a passive tone and
incorporated the use of an empathetic tone. Each of the 4 areas (buffer, rationale, bad news,
closing) was improved by detail and tone, yet is not too wordy. I added details and points to
enhance the quality of the letter. I can acknowledge that AI generated a good base for the letter.
However, I think that it can be too generic or vague which can be improved by human emotion
and writing skills. When specifically talking about negative or sensitive subjects, the emotion
and tone needed to properly convey a message is something only a human can do. Overall, AI is
a good tool provided the user has their own ideas and skills, not simply using AI to generate the
whole message.