When denying a claim, use a statement such as If you had read the instruction booklet that came with the air conditioner, you would have known to change the filter every three months to let the customer know why the claim must be refused.

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Using such a statement can come across as blaming or condescending, which is not appropriate for customer service. It's better to explain the reason for the denial in a more neutral and informative manner.

When Denying a Claim, Use a Statement Such as If