Update a policyholder on the status of their claim

Write a status update to {{policyholder_name}} about claim {{claim_reference}}, to send by {{channel}} from {{sender_role}}. People waiting on a claim are often dealing with damage or injury at the same time, and much of their stress comes from not knowing where things stand. The update should say what has happened, what is still needed and from whom, and when they will hear next, so that they can do their part and stop guessing.

The policyholder's question or last message:
"""
{{policyholder_message}}
"""

The claim file notes (dates received, documents in, inspections, adjuster actions, payments issued, open items):
"""
{{claim_notes}}
"""

Service standards or timelines we commit to, if any: {{service_standards}}
Notices we are required to include in claim letters, if any: {{required_notices}}

Use these labels, in this order, each at the start of its part:
Where your claim is: one or two sentences naming the current stage as the file shows it.
What has been done: a short list with dates.
What is still needed: each outstanding item, who it is needed from (you, a contractor, a medical office, another insurer, us), and by when if the file says.
What happens next: the next step and when to expect it, only from the notes or the service standards.
Questions: who to contact, and how.

Keep it under 220 words, in plain words. Avoid claim jargon such as "subrogation" or "reserve"; if a term is needed, explain it in a few words.

Do not:
- State or hint at a coverage decision, a settlement amount or an approval the adjuster has not recorded in the file. If the file shows no decision, say a decision has not been made yet.
- Estimate a payment date that the notes or service standards do not give.
- Comment on fault, liability or the other party.
- Repeat medical or other sensitive details beyond what the update needs.

For example, an outstanding item in the right form: "Repair estimate from your contractor: needed before the adjuster can review the roof damage. We have not received it yet." That example shows the form only.

A good update is one the policyholder could read aloud to a family member, and both would know what happens next.

Put required notices where they belong, word for word; if none are given, leave them out and do not invent any. If the notes conflict, the last entry is more than {{stale_days}} days old, or an item's owner is unclear, write [CHECK: what] in its place and add a first line "FOR THE ADJUSTER: check the file before sending."