@agenticmail/core 0.9.32 → 0.9.33

package/dist/skills/built-in/eu261-uk261-dot-compensation.json

@@ -0,0 +1,113 @@
+{
+  "id": "eu261-uk261-dot-compensation",
+  "name": "EU261 / UK261 / DOT Denied-Boarding Cash Compensation",
+  "version": "1.0.1",
+  "category": "travel",
+  "tags": ["regulation", "eu261", "uk261", "dot", "compensation", "denied-boarding", "regulator"],
+  "description": "File a cash-compensation claim for cancellation, long delay, or denied boarding under EU Regulation 261/2004, UK Regulation 261, or US DOT 14 CFR 250 / 14 CFR 259. Push the airline directly first, escalate to the regulator only if denied.",
+  "disclaimer": "Regulations and amounts cited reflect the rules as of 2025. EU261 amounts are set in the Regulation; UK261 mirrors them in GBP; DOT denied-boarding caps are indexed and updated by DOT periodically. Always confirm the current cap on the DOT or airline's site at time of claim.",
+  "context": {
+    "when_to_use": "User experienced one of: (a) flight cancelled within 14 days of departure, (b) arrival delay >3 hours, (c) involuntary denied boarding (bumped). On a flight that is either (i) departing the EU/UK on any airline, or (ii) arriving in the EU/UK on an EU/UK airline (EU261/UK261), OR (iii) any US domestic/international flight with involuntary denied boarding (DOT). Note: in the US, cancellations and delays do NOT mandate cash — only a refund for cancellation.",
+    "preconditions": [
+      "User has the flight number, date, original schedule, and actual schedule.",
+      "User has boarding pass (printed, screenshot, or in app).",
+      "User has the airline-issued cancellation/delay notification or photo of the airport board.",
+      "User knows the cause cited by the airline (because 'extraordinary circumstances' is the carrier's main defense)."
+    ],
+    "estimated_call_duration_minutes": 30
+  },
+  "principles": [
+    "Regulator citation by article number is the difference between being taken seriously and being fobbed off. 'Article 7 of Regulation (EC) 261/2004' is the magic phrase for EU.",
+    "Cash, not voucher. EU261 Article 7(3) entitles you to cash by bank transfer; airlines will offer vouchers worth more — the law says cash. Vouchers are fine if you'll use them; refuse if you want money.",
+    "'Extraordinary circumstances' is the airline's defense (weather, ATC, security, political instability, hidden manufacturing defects). Mechanical issues are NOT extraordinary per CJEU Case C-549/07 (Wallentin-Hermann). Crew shortages are NOT extraordinary per Case C-28/20 (Airhelp v SAS).",
+    "Direct claim first. Most airlines have an EU261/UK261 web form. File there with the right citation; you'll often get paid in 4-8 weeks without escalation.",
+    "Time limits vary: UK 6 years (England/Wales), 5 years (Scotland), EU member-state law (typically 2-6 years). File early.",
+    "DOT denied-boarding is different: it's about IDB (involuntary denied boarding) only, with a cash cap pegged to one-way fare. Voluntary bumps don't trigger statutory amounts — those are negotiated."
+  ],
+  "phrases": {
+    "opener_eu261": "I am claiming compensation under Article 7 of Regulation (EC) No. 261/2004 for flight [number] on [date] from [origin] to [destination]. The flight was [cancelled / delayed by X hours / I was denied boarding involuntarily]. I am owed [€250 / €400 / €600] based on the great-circle distance of [km].",
+    "opener_uk261": "I am claiming under UK Regulation 261 for flight [number] on [date]. The Civil Aviation Authority enforces this and the amounts are [£220 / £350 / £520] depending on distance.",
+    "opener_dot_idb": "I was involuntarily denied boarding on [flight] on [date]. Under 14 CFR 250.5 I am entitled to [200% / 400%] of my one-way fare, up to the current cap, in cash or check — not a voucher.",
+    "rebut_extraordinary": "The cause cited is [reason]. Under CJEU case law — Wallentin-Hermann for technical issues, Airhelp v SAS for crew strikes — this does not qualify as extraordinary circumstances. Please reassess.",
+    "demand_cash_not_voucher": "Article 7(3) provides for payment in cash, by electronic bank transfer, bank order or cheque. I'm declining the voucher and requesting bank transfer.",
+    "escalate_to_regulator": "I'm noting that as a denial. I'll be filing with [the National Enforcement Body in [country] / the UK Civil Aviation Authority / the US DOT at file.dot.gov] and pursuing through small claims if necessary.",
+    "graceful_close_success": "Thank you. Please confirm the amount, the payment method, and the timeline. I'll expect the bank transfer within 14 days.",
+    "graceful_close_failure": "Okay — please send me your final written denial with reasoning. I'll be escalating from there."
+  },
+  "tactics": [
+    {
+      "name": "Determine the right regulation",
+      "when": "Before filing.",
+      "script": "EU261: applies to ALL flights departing from EU/EEA/Switzerland (any airline) AND flights arriving in EU/EEA/Switzerland on an EU/EEA-licensed airline. UK261: flights departing UK (any airline) or arriving UK on UK/EU airline. DOT IDB: any US-touching flight where you were involuntarily denied boarding. A flight from JFK to LHR on BA: both UK261 (arriving UK on UK carrier) AND DOT (departing US) — pick the more favourable.",
+      "priority": 1
+    },
+    {
+      "name": "Calculate the entitlement amount",
+      "when": "Drafting the claim.",
+      "script": "EU261/UK261 distance bands: ≤1500 km → €250/£220. 1500-3500 km or any intra-EU >1500 → €400/£350. >3500 km → €600/£520. Halve if the airline rebooked you within (2/3/4 hours of original arrival) per Article 7(2). DOT IDB: 0-1 hr late → no comp; 1-2 hr domestic / 1-4 hr int'l → 200% of one-way fare up to ~$1,075; >2/4 hr → 400% up to ~$2,150. Caps are indexed.",
+      "priority": 2
+    },
+    {
+      "name": "File the airline's direct web form first",
+      "when": "Before escalating.",
+      "script": "Every EU/UK airline has an EU261 form (e.g. BA 'Manage My Booking → Submit a Claim', LH 'Compensation Application', Ryanair customer services). US carriers have IDB compensation desks at the gate immediately, but you can also file post-flight customer relations.",
+      "priority": 3
+    },
+    {
+      "name": "Rebut 'extraordinary circumstances' with case law",
+      "when": "Airline denies with extraordinary defense.",
+      "script": "Cite Wallentin-Hermann (C-549/07) for mechanical issues; Airhelp v SAS (C-28/20) for own-crew strikes; Krüsemann (C-195/17) for so-called 'wildcat strikes'. ATC strikes ARE extraordinary; airline's own crew strikes are NOT.",
+      "priority": 4
+    },
+    {
+      "name": "Refuse voucher, demand cash",
+      "when": "Airline offers a voucher higher than the statutory cash amount.",
+      "script": "Article 7(3) says cash, bank transfer, or cheque. Voucher requires your written agreement (Article 7(3)). Politely decline if you want money. Accept if the voucher is meaningfully larger AND you fly that airline often."
+    },
+    {
+      "name": "Escalate to the National Enforcement Body",
+      "when": "Airline denies and the denial is weak.",
+      "script": "EU: each member state has an NEB (Germany LBA, France DGAC, Netherlands ILT, Spain AESA, etc.). UK: CAA's PACT (Passenger Advice and Complaints Team). US: file.dot.gov for DOT IDB or for tarmac-rule violations. Free, but slow (3-6 months)."
+    },
+    {
+      "name": "Small-claims as backstop",
+      "when": "Airline drags or denies despite clear case.",
+      "script": "EU: Money Claim Online (UK), European Small Claims Procedure (cross-border ≤€5000). Airlines settle 70%+ of small claims without contesting because legal costs exceed payout. Companies like AirHelp / Bott & Co take 25-35% but handle filings — only use if you don't want the hassle."
+    }
+  ],
+  "boundaries": [
+    "Do NOT confuse EU261 (cancellation/delay/denied boarding cash) with the EU Package Travel Directive (tour-operator obligations) — different law.",
+    "Do NOT accept a voucher disguised as 'compensation' without realising you've forfeited cash rights.",
+    "Do NOT pursue EU261 for purely US domestic flights — it doesn't apply.",
+    "Do NOT inflate the delay length. Compensation is based on ARRIVAL delay at final destination, measured by door-open time (Case C-452/13, Germanwings)."
+  ],
+  "success_signals": [
+    "Airline acknowledges the claim and sends a case reference number within 14 days.",
+    "Cause of disruption is one of: own mechanical, crew shortage, IT outage, operational decision — none extraordinary.",
+    "Bank-transfer confirmation issued.",
+    "Regulator opens a case file."
+  ],
+  "failure_signals": [
+    "Airline cites extraordinary circumstances and refuses, providing weather METAR or ATC slot evidence.",
+    "Claim is for arrival delay <3 hours (no compensation, only Article 9 'right to care').",
+    "Flight is outside EU261/UK261/DOT territorial scope."
+  ],
+  "exit_strategy": {
+    "on_success": "Confirm payment hits the account. If a partial offer is reasonable, accept; if not, escalate. Save all correspondence for the next claim.",
+    "on_failure": "Take the written denial and file with the appropriate NEB / CAA / DOT, or with a claims company on contingency. Note that even after a denial, small claims has a high success rate.",
+    "follow_ups": [
+      "Article 9 'right to care' (meals + accommodation during the delay) is SEPARATE from Article 7 cash. You can claim both.",
+      "Save boarding passes — required as proof of presence for most claims.",
+      "If you have travel insurance with trip-delay coverage, that's ON TOP of EU261 — claim both."
+    ]
+  },
+  "required_user_info": [
+    "Flight number, date, origin, destination",
+    "Carrier IATA code and operating carrier (codeshare matters — claim against the operating carrier)",
+    "Scheduled vs actual departure and arrival times",
+    "Cause cited by the airline",
+    "Boarding pass (image)",
+    "Passenger name(s) and bank details for payout"
+  ],
+  "contributed_by": "travel-rebooking agent (v0.9.87 community drop)"
+}

package/dist/skills/built-in/file-fnol-auto-claim.json

@@ -0,0 +1,130 @@
+{
+  "id": "file-fnol-auto-claim",
+  "name": "File a First-Notice-of-Loss Auto Claim (Without Admitting Fault)",
+  "version": "1.0.0",
+  "category": "finance-admin",
+  "tags": [
+    "auto",
+    "claim",
+    "fnol",
+    "first-notice-of-loss",
+    "phone-call",
+    "fault",
+    "insurance"
+  ],
+  "description": "Open a brand-new auto claim with the user's carrier (or the at-fault driver's carrier) — report the facts the carrier needs to assign a claim number and adjuster WITHOUT making any statement that admits fault, accepts liability, or characterises the user's prior driving record or vehicle condition.",
+  "disclaimer": "Agent must NEVER admit fault, NEVER agree to a settlement on the operator's behalf, NEVER speculate about prior conditions, NEVER sign a release. All of those route through ask_operator.",
+  "context": {
+    "when_to_use": "An accident, theft, vandalism, or comprehensive event has occurred and the user wants to open a claim. Use this for the FIRST call only — once a claim number and adjuster are assigned, switch to `follow-up-stalled-claim` or `dispute-denied-claim` as appropriate.",
+    "preconditions": [
+      "User has their policy number (or full name + DOB + address for lookup).",
+      "User has the date, time, and rough location of the loss.",
+      "User has the other party's name, plate, and insurance info if a collision (if available — do not delay reporting if not).",
+      "User has the police report number if one was filed.",
+      "User has confirmed they actually want to file (filing creates a claim record even if later withdrawn)."
+    ],
+    "estimated_call_duration_minutes": 25
+  },
+  "principles": [
+    "Report facts, not conclusions. 'The vehicles made contact at the intersection' — not 'I hit them' or 'they hit me'.",
+    "The recorded statement is the document the adjuster will use for the rest of the claim. Treat every sentence like it will be read back to you in court.",
+    "If you don't know, say 'I don't know' or 'I'd need to check'. Guessing creates inconsistencies the carrier weaponises later.",
+    "The carrier's first job on FNOL is to gather facts; their second is to look for coverage exclusions. Both are happening simultaneously.",
+    "Speed matters for the claim NUMBER and the adjuster ASSIGNMENT. Detail can come later in writing. Don't let the rep pressure a full narrative on the first call.",
+    "Every state has a statutory acknowledgment window (commonly 10-15 days). Filing starts that clock — get it started."
+  ],
+  "phrases": {
+    "opener": "Hi, I'm calling to report a new loss under policy [number]. The incident was on [date] at approximately [time] in [city/state]. I'd like to open a claim and get a claim number and adjuster assigned today.",
+    "fault_deflection": "I'd rather not characterise fault on this call — I'd like the adjusters to review the police report and any available footage and reach their own determination.",
+    "unknown_fact": "I don't have that detail confirmed right now. I'll get back to you in writing once I've verified it.",
+    "request_recording_disclosure": "Before we go further — is this call being recorded? And will I be given a copy of any recorded statement I provide?",
+    "decline_recorded_statement": "I'm comfortable giving you the facts to open the claim, but I'd like to defer any recorded statement until I've reviewed the police report. Can we schedule that for later this week?",
+    "request_claim_number": "Could you give me the claim number and the name and direct line of the assigned adjuster before we end the call?",
+    "request_written_summary": "Could you email me a written summary of what was reported today, including the claim number and adjuster contact info?",
+    "graceful_close": "Thank you. To confirm: claim number is [number], adjuster is [name] at [phone/email], and the next step is [step] by [date]. I'll follow up in writing."
+  },
+  "tactics": [
+    {
+      "name": "Lead with the policy number and the ask",
+      "when": "First substantive turn.",
+      "script": "Use the `opener` phrase. State you want a claim number and adjuster TODAY. That's the only deliverable from this call.",
+      "priority": 1
+    },
+    {
+      "name": "Report observable facts only",
+      "when": "Rep asks 'what happened?'",
+      "script": "Describe what was observed — vehicle positions, weather, traffic signal state if known, point of contact on the vehicles. Avoid verbs like 'I hit', 'I caused', 'I didn't see'. Prefer 'the vehicles made contact', 'visibility was [condition]', 'the signal was [state] when I last observed it'.",
+      "priority": 2
+    },
+    {
+      "name": "Deflect fault questions",
+      "when": "Rep asks 'were you at fault?' or 'do you think the other driver was at fault?'",
+      "script": "Use the `fault_deflection` phrase. The adjusters determine fault from physical evidence + police report + statements. The user's opinion on the phone is not required to open the claim.",
+      "priority": 3
+    },
+    {
+      "name": "Decline or defer the recorded statement on first call",
+      "when": "Rep says 'I'll need to take a recorded statement.'",
+      "script": "Use the `decline_recorded_statement` phrase. The carrier can open the claim without it. Defer until the user has a police report, photos, and time to think. If they push, route to `ask_operator` — never give a recorded statement live on FNOL.",
+      "priority": 4
+    },
+    {
+      "name": "Refuse to speculate on prior conditions or pre-existing damage",
+      "when": "Rep asks 'was there any prior damage to the vehicle?' or 'any pre-existing injuries?'",
+      "script": "Say 'I'd need to check my records / consult my doctor before answering that.' Never volunteer a guess. Prior-damage and pre-existing-condition questions are coverage-exclusion fishing.",
+      "priority": 5
+    },
+    {
+      "name": "Get the claim number, adjuster name, and adjuster direct line",
+      "when": "Before ending the call.",
+      "script": "Use the `request_claim_number` phrase. Without these three artifacts, the call did not accomplish its purpose — keep the rep on the line until you have them.",
+      "priority": 6
+    },
+    {
+      "name": "Ask for a written summary",
+      "when": "After the claim number is captured.",
+      "script": "Use the `request_written_summary` phrase. The summary is the user's evidence that what was reported is what the carrier has on file. Carriers sometimes mis-transcribe.",
+      "priority": 7
+    }
+  ],
+  "boundaries": [
+    "Do NOT admit fault, even partially, even conversationally ('I should've slowed down', 'I didn't see them' — these are admissions).",
+    "Do NOT agree to a settlement number, a release, or a 'we'll just write you a check for $X' on this call. Route via `ask_operator`.",
+    "Do NOT speculate about prior vehicle damage, pre-existing injuries, or the other driver's intent.",
+    "Do NOT give a recorded statement on the first call unless the operator has explicitly authorised it after seeing the police report.",
+    "Do NOT estimate repair costs or injury severity. Adjusters and medical providers do that.",
+    "Do NOT share more PII than needed to open the claim — driver's license number, full SSN, and bank info are almost never required on FNOL."
+  ],
+  "success_signals": [
+    "Rep issues a claim number on the call.",
+    "Rep names a specific adjuster and provides direct contact info.",
+    "Rep agrees to email a written summary.",
+    "Rep accepts a deferred recorded statement.",
+    "Rep schedules an inspection or rental authorisation in the same call."
+  ],
+  "failure_signals": [
+    "Rep refuses to issue a claim number without a recorded statement.",
+    "Rep insists on a fault admission before opening the claim.",
+    "Rep won't name an adjuster ('one will call you in 7-10 business days').",
+    "Rep starts quoting a settlement number before the inspection has happened."
+  ],
+  "exit_strategy": {
+    "on_success": "Read back the claim number, adjuster name, adjuster phone + email, and next-step deadline. Confirm a written summary will be emailed. Thank the rep and end politely.",
+    "on_failure": "If the rep refuses to issue a claim number without a recorded statement, end the call and route to `ask_operator` — that posture itself is reportable to the state insurance commissioner. Do NOT capitulate to opening a recorded statement under pressure.",
+    "follow_ups": [
+      "Email the operator the claim number, adjuster contact info, and next step.",
+      "Calendar the statutory acknowledgment deadline (10-15 days from FNOL depending on state).",
+      "If the user has not received written confirmation within 72 hours, trigger `follow-up-stalled-claim`."
+    ]
+  },
+  "required_user_info": [
+    "Policy number (or full name + DOB for lookup)",
+    "Date, time, and location of the loss",
+    "Brief factual description of what was observed (NOT a fault narrative)",
+    "Police report number if filed",
+    "Other party's name, plate, insurance info if collision (if available)",
+    "Whether operator authorises a recorded statement on this call (default: NO)"
+  ],
+  "contributed_by": "insurance-claims agent (v0.9.87 community drop)",
+  "updated_at": "2026-05-20T06:09:47Z"
+}

package/dist/skills/built-in/file-habitability-complaint.json

@@ -0,0 +1,115 @@
+{
+  "id": "file-habitability-complaint",
+  "name": "File a Habitability Complaint with the City Housing Department",
+  "version": "1.0.0",
+  "category": "real-estate",
+  "tags": [
+    "habitability",
+    "code-enforcement",
+    "housing-department",
+    "inspection",
+    "tenant-rights",
+    "phone-call",
+    "housing-tenancy"
+  ],
+  "description": "Call the city or county housing / code-enforcement department to open an official habitability complaint after the landlord has failed to repair an urgent issue — opening an inspection record that preserves the tenant's legal posture for future rent-withholding, repair-and-deduct, or lease-break.",
+  "disclaimer": "Not legal advice. Habitability + early-termination skills are scripted to PRESERVE legal posture (request things in writing, refuse verbal-only assurances) — but the operator must consult a tenant attorney for actual rights determination.",
+  "context": {
+    "when_to_use": "Landlord has been notified (in writing — see `report-urgent-maintenance`) of a habitability issue and has either: ignored it past a reasonable deadline (often 24–72 hours for emergencies; days to weeks for non-emergency code issues), refused to repair it, or repaired it badly enough that the issue persists. Use this BEFORE rent-withholding or lease-break — the inspection record is the foundation for either move.",
+    "preconditions": [
+      "User has already reported the issue to the landlord IN WRITING (text or email) with a timestamp.",
+      "Landlord has either not responded, missed a stated deadline, or refused to repair.",
+      "User has documentation: photos, videos, the original report, any landlord response.",
+      "User has the name of the city / county housing department or code-enforcement agency. (If unknown, ask the operator to look it up first.)",
+      "User understands that an inspection may put the unit on a public record AND may prompt landlord retaliation (which is illegal in most places but does happen)."
+    ],
+    "estimated_call_duration_minutes": 18
+  },
+  "principles": [
+    "An inspection record is leverage — once the city has cited the unit, the landlord's repair obligation is no longer optional.",
+    "Be factual, not emotional. Code-enforcement officers take notes that become evidence; opinions get filtered out, dates and conditions do not.",
+    "Anti-retaliation laws exist in most US jurisdictions — landlords cannot legally raise rent, refuse to renew, or evict in response to a code complaint. Mention it on the call only if asked; do not threaten.",
+    "Get the complaint number, the inspector's name, and the expected inspection window before hanging up. Without those three, you have nothing to follow up on.",
+    "If a city offers an anonymous complaint option, ask the operator first — anonymous filings sometimes have weaker enforcement and weaker retaliation protections than named ones."
+  ],
+  "phrases": {
+    "opener": "Hi, I'd like to file a habitability complaint against my landlord. The address is [full address, unit number]. The issue is [one-sentence description]. I reported it to the landlord in writing on [date] and the repair hasn't happened.",
+    "describe_issue": "Specifically, [issue]. It started on [date]. The landlord was notified by [text/email] on [date], and as of today it's still [unrepaired / worsening / partially fixed and still failing].",
+    "ask_about_process": "Can you walk me through what happens next — when an inspector comes out, whether I need to be home, and what the timeline is for the landlord to fix it after a citation?",
+    "ask_for_complaint_number": "Could I get the complaint or case number for this so I can refer to it in any follow-up?",
+    "ask_about_retaliation_protection": "If the landlord retaliates — like trying to raise rent or non-renew — is there a separate complaint I should file at that point?",
+    "ask_about_anonymous_option": "Is filing anonymously an option, and does it change how the complaint is enforced?",
+    "graceful_close": "Thank you. To confirm: case number [#], inspector or contact [name], inspection window [dates], next step on my side is [action]. I'll be available for the inspection."
+  },
+  "tactics": [
+    {
+      "name": "Open with the address, the issue, and the prior-notice date",
+      "when": "First substantive turn.",
+      "script": "Use the `opener`. The prior-notice date is the single most important fact — it proves the landlord had a chance to fix it.",
+      "priority": 1
+    },
+    {
+      "name": "State facts in date order",
+      "when": "When asked to describe what happened.",
+      "script": "Use `describe_issue`. Walk it chronologically: when it started, when reported, what landlord said or didn't say, current condition. Stick to facts.",
+      "priority": 2
+    },
+    {
+      "name": "Pin the process",
+      "when": "After the complaint is logged.",
+      "script": "Use `ask_about_process`. Find out: inspection window, whether the tenant must be present, what the landlord's repair deadline becomes after citation, and what happens if the landlord doesn't comply.",
+      "priority": 3
+    },
+    {
+      "name": "Capture the case number",
+      "when": "Before ending the call.",
+      "script": "Use `ask_for_complaint_number`. Get the number, the inspector's name (if assigned), and the direct line for follow-up.",
+      "priority": 4
+    },
+    {
+      "name": "Pre-arm the retaliation complaint",
+      "when": "If the user has expressed concern about landlord retaliation.",
+      "script": "Use `ask_about_retaliation_protection`. Find out the path before retaliation happens — knowing it exists makes it easier to spot the moment it starts.",
+      "priority": 5
+    }
+  ],
+  "boundaries": [
+    "Do NOT exaggerate or embellish the condition. Inspectors will see the unit themselves and a credibility loss hurts the entire case.",
+    "Do NOT promise to withhold rent in the same call. Rent-withholding has separate legal procedure — handle via `ask_operator` after a tenant attorney consult.",
+    "Do NOT name other tenants or share their issues without their permission.",
+    "Do NOT make claims about the landlord's other properties or other tenants — only your unit.",
+    "Do NOT discuss settlement amounts, lawsuits, or attorney involvement on the call. Code enforcement is a parallel track, not a negotiation venue."
+  ],
+  "success_signals": [
+    "Complaint accepted, case number issued, inspector assigned.",
+    "Inspection window is within days, not weeks (true habitability issues are usually prioritised).",
+    "Officer explains the citation-and-cure timeline clearly.",
+    "Anti-retaliation protections are confirmed."
+  ],
+  "failure_signals": [
+    "Department says the issue isn't in their jurisdiction (call back to ask which agency handles it).",
+    "Officer is dismissive of a clear habitability issue — ask politely for a supervisor.",
+    "No case number issued — the complaint isn't real yet.",
+    "Inspection window quoted is weeks out for a true emergency (heat, water, sewage) — ask about expedited review."
+  ],
+  "exit_strategy": {
+    "on_success": "Confirm case number, inspector name (if known), inspection window, what the tenant must do (be home, document conditions, etc.), and the post-citation landlord timeline. Report all of this to the operator.",
+    "on_failure": "Ask which agency DOES handle it (housing inspection, public health, fire marshal, building department all overlap) and call that next. Report the runaround to the operator.",
+    "follow_ups": [
+      "Operator emails landlord a copy of the complaint case number for the record (do this ONLY after talking to a tenant attorney if retaliation is a concern).",
+      "Calendar the inspection window — tenant must be reachable.",
+      "Photo / video the unit conditions the morning of the inspection so the timestamped record matches what the inspector sees.",
+      "After the inspection, request the inspector's written report — operator should follow up if not received within 5 business days."
+    ]
+  },
+  "required_user_info": [
+    "Full unit address and unit number",
+    "City / county and the housing or code-enforcement department name + phone number",
+    "Date the issue started and date the landlord was notified in writing",
+    "Copy of the written notification (text screenshot, email)",
+    "Photos / video / readings documenting the condition",
+    "Whether the user is concerned about retaliation"
+  ],
+  "contributed_by": "housing-tenancy agent (v0.9.87 community drop)",
+  "updated_at": "2026-05-20T06:09:47Z"
+}

package/dist/skills/built-in/financial-aid-appeal.json

@@ -0,0 +1,128 @@
+{
+  "id": "financial-aid-appeal",
+  "name": "Appeal or Follow Up on a Financial-Aid Award",
+  "version": "1.0.1",
+  "category": "other",
+  "tags": [
+    "financial-aid",
+    "appeal",
+    "fafsa",
+    "scholarship",
+    "tuition",
+    "phone-call",
+    "education"
+  ],
+  "description": "Call a college financial-aid office to follow up on a pending award, appeal an insufficient package, or trigger a professional-judgment review for changed family circumstances (job loss, medical bills, divorce, death).",
+  "disclaimer": "Award decisions are governed by federal regulations (Title IV) and the school's own policy. The aid office has real discretion under 'professional judgment' but cannot violate federal rules. This skill does not constitute financial advice.",
+  "context": {
+    "when_to_use": "The user (a) hasn't received an aid decision past the school's stated turnaround, (b) received a package they cannot afford, or (c) has a documented change in circumstances since the FAFSA was filed (lost job, large unreimbursed medical bill, separation/divorce, death of parent, one-time income on the tax return that won't repeat). Use this BEFORE the deposit deadline if at all possible — schools have more flexibility while you're still a prospective student.",
+    "preconditions": [
+      "User has their Student ID and FAFSA submission confirmation.",
+      "User knows the gap: what the school is asking them to pay vs. what they can actually pay.",
+      "If appealing for changed circumstances: user has — or can quickly obtain — documentation (termination letter, medical bills, death certificate, custody filing).",
+      "User has checked the school's financial-aid website for a 'Special Circumstances' / 'Appeal' form — most schools require one, and the call is to grease it through, not replace it."
+    ],
+    "estimated_call_duration_minutes": 25
+  },
+  "principles": [
+    "The front desk cannot approve appeals — they triage. Your real audience is a counselor or the Director of Financial Aid. Be polite to the gatekeeper; save the specifics for the decision-maker.",
+    "'Professional judgment' is the magic phrase. It's the federal statute (HEA Sec. 479A) that lets aid officers override the FAFSA when current reality differs from the tax-year snapshot. Naming it signals you've done homework.",
+    "Documentation beats narrative. A termination letter is worth ten paragraphs of explanation. Lead with the document, not the story.",
+    "Deadlines are layered: federal, state, institutional, and internal. Ask which one is actually binding on YOUR appeal — institutional deadlines are often soft.",
+    "Schools want to enroll you. If you have other admits, mention them — not as a threat, but as context: 'I'm trying to make this work but I need to compare net cost.'",
+    "Never accuse the school of being unfair. Frame everything as 'I'm hoping there's a path forward.' Anger closes doors that paperwork opens."
+  ],
+  "phrases": {
+    "opener_followup": "Hi, I'm calling to check on my financial-aid file. My Student ID is [ID]. My FAFSA was submitted on [date] and I haven't seen an award letter yet — could you check the status and let me know what's still outstanding?",
+    "opener_appeal": "Hi, I received my award letter and I'd like to start an appeal — our family's financial situation has changed materially since the tax year on the FAFSA. Could you walk me through your professional-judgment process?",
+    "ask_for_counselor": "Could I speak with the financial-aid counselor assigned to my file, or schedule a callback? I'd like to make sure I submit the appeal correctly the first time.",
+    "name_professional_judgment": "I know the FAFSA reflects [tax year] income, but since then [parent / I] [lost the job in March / had $40k in medical bills / etc.]. I think this qualifies for a professional-judgment review — what documentation do you need from me?",
+    "ask_for_director": "The counselor's been great to work with. Given the gap, would it be possible to have the Director of Financial Aid take a second look? I want to make sure every option's been considered before I make a deposit decision.",
+    "deposit_deadline_lever": "My deposit deadline is [date] and I genuinely can't commit until I know the final aid number. Is there any way to either expedite the appeal review or extend the deposit deadline by [N] weeks?",
+    "graceful_close_success": "Thank you. To confirm: I'm submitting [forms] by [date], and I should expect a revised award letter by [date]. May I have your name and a reference number for the appeal? And is it OK if I email you directly with follow-up questions?",
+    "graceful_close_failure": "Okay. Could you put the final answer in writing so I know what I'm working with? And can you point me to the office that handles emergency grants or institutional scholarships I might still be eligible for?"
+  },
+  "tactics": [
+    {
+      "name": "Triage call first, appeal second",
+      "when": "Before any substantive ask.",
+      "script": "Ask the front-desk person what their appeal process actually is (form name, where to upload, who reviews). Get the form requirements before you spend time on the narrative — half of appeals are rejected on missing paperwork, not on merit.",
+      "priority": 1
+    },
+    {
+      "name": "Name 'professional judgment' explicitly",
+      "when": "Appealing due to changed circumstances (job loss, medical, divorce, death, one-time income).",
+      "script": "Use the `name_professional_judgment` phrase. The term tells the counselor you know it's allowed under federal law and not just a sob story — they're more likely to route it for substantive review.",
+      "priority": 2
+    },
+    {
+      "name": "Lead with documentation",
+      "when": "First substantive turn with the counselor.",
+      "script": "State each change with the document attached: 'Parent's termination letter dated [date], W-2 showing [income], medical EOBs totaling [amount].' Specific > narrative.",
+      "priority": 3
+    },
+    {
+      "name": "Ask for a deposit-deadline extension",
+      "when": "The appeal won't resolve before the binding deposit date.",
+      "script": "Use the `deposit_deadline_lever` phrase. Schools routinely grant 2-4 week extensions when an appeal is pending — they want the enrollment.",
+      "priority": 4
+    },
+    {
+      "name": "Escalate to the Director",
+      "when": "The counselor has reviewed and says no, but the gap is large and the documentation is strong.",
+      "script": "Use the `ask_for_director` phrase. Frame it as 'second look', not 'over your head.' Directors approve unusual exceptions counselors aren't authorized to make.",
+      "priority": 5
+    },
+    {
+      "name": "Surface alternative pools",
+      "when": "Federal/state aid is maxed out.",
+      "script": "Ask about: institutional scholarships not yet awarded, departmental aid in the user's major, emergency grants, work-study expansion, payment plans with zero interest, and outside scholarship matching. Schools often have small pools they don't advertise."
+    },
+    {
+      "name": "Bring up other admits — gently",
+      "when": "Appealing at a school where you have a competing offer.",
+      "script": "Say: 'I've been admitted to [X] with a net cost of [Y]. I'd much rather come here, but I have to compare apples to apples.' Don't threaten, just frame the math. Schools sometimes 'merit match' to win the enrollment."
+    }
+  ],
+  "boundaries": [
+    "Do NOT lie about family income, employment, or expenses — aid fraud is a federal crime and they can verify with IRS data.",
+    "Do NOT promise to enroll in exchange for aid — verbal commitments can be invoked later and the school may pull aid if you decline.",
+    "Do NOT submit doctored documentation. If a document doesn't exist yet (e.g. divorce decree not final), say so and ask what interim proof is acceptable.",
+    "Do NOT accept verbal-only changes to the award. Always insist on a revised award letter in writing.",
+    "Do NOT skip the school's actual appeal form just because the call went well — verbal approval without paperwork doesn't bind the bursar."
+  ],
+  "success_signals": [
+    "Counselor uses the phrase 'professional judgment' or 'special circumstances review' affirmatively.",
+    "Counselor names a specific form and a timeline for review.",
+    "Director's office offers a callback.",
+    "Deposit deadline is extended in writing (even by email).",
+    "Counselor asks clarifying questions about documentation — they're building a case, not closing one."
+  ],
+  "failure_signals": [
+    "Front desk refuses to route past themselves after two attempts.",
+    "Counselor says 'we don't do appeals' (this is almost never true at a Title IV school — escalate immediately).",
+    "Award is reduced rather than increased after appeal (rare but possible if FAFSA data was wrong in the user's favor — stop, consult operator).",
+    "Director declines in writing with no path to additional pools."
+  ],
+  "exit_strategy": {
+    "on_success": "Confirm: which form to submit, by when, what documents, who reviews, expected response date, and whether the deposit deadline is extended. Get the counselor's direct email and a reference / case number.",
+    "on_failure": "Get the denial in writing. Ask explicitly about: emergency grants, departmental scholarships, payment plans, and outside-scholarship matching. Note for the operator: it may be time to compare net costs against other admits or consider a gap year.",
+    "follow_ups": [
+      "Email the operator the form name, deadline, document checklist, and counselor contact.",
+      "Calendar the appeal-decision date plus 3 business days as a check-in.",
+      "If approved: confirm the revised award letter actually arrives in writing before the deposit deadline.",
+      "If denied: calendar a re-appeal window for the next semester — circumstances can change and many schools allow one appeal per academic year."
+    ]
+  },
+  "required_user_info": [
+    "Student ID and date of birth",
+    "FAFSA submission date and (if available) Data Release Number",
+    "Current award letter amount vs. cost of attendance",
+    "Specific change in circumstances + the date it occurred",
+    "Documentation available (and what's still being gathered)",
+    "Deposit / response deadline",
+    "Other admits + net costs (if appealing on merit-match grounds)"
+  ],
+  "contributed_by": "education-admin agent (v0.9.87 community drop)",
+  "updated_at": "2026-05-20T06:09:47Z"
+}

package/dist/skills/built-in/follow-up-stalled-claim.json

@@ -0,0 +1,118 @@
+{
+  "id": "follow-up-stalled-claim",
+  "name": "Follow Up on a Stalled Claim Past the Statutory Acknowledgment Window",
+  "version": "1.0.1",
+  "category": "finance-admin",
+  "tags": [
+    "claim",
+    "follow-up",
+    "stalled",
+    "statutory",
+    "bad-faith",
+    "phone-call",
+    "insurance"
+  ],
+  "description": "Re-engage an adjuster who has gone silent past their state's statutory acknowledgment / response window. Document the silence, invoke the regulation by name, and create a paper trail that supports a department-of-insurance complaint or bad-faith escalation if the stall continues.",
+  "disclaimer": "Agent must NEVER admit fault, NEVER agree to a settlement on the operator's behalf, NEVER speculate about prior conditions, NEVER sign a release. All of those route through ask_operator.",
+  "context": {
+    "when_to_use": "A claim has been filed, but the adjuster has not acknowledged, requested information, or made a coverage decision within the state-mandated window (commonly 10-15 days for acknowledgment, 30-40 days for a decision once proof-of-loss is submitted). Use AFTER `file-fnol-auto-claim` and BEFORE `dispute-denied-claim`.",
+    "preconditions": [
+      "Claim number and assigned adjuster name are known.",
+      "Original FNOL date is documented.",
+      "User knows their state's statutory window (or you've looked it up — most states publish 'Unfair Claims Settlement Practices' regulations).",
+      "User has copies of every prior communication (email, voicemail, certified mail receipts)."
+    ],
+    "estimated_call_duration_minutes": 20
+  },
+  "principles": [
+    "The regulation is your leverage. Naming the specific statute (e.g. 'California Insurance Code §790.03' or 'New York Reg 64') signals you're not a casual caller.",
+    "Document everything. Every voicemail, every dead-end transfer, every promise of a callback — log the date, time, and rep name.",
+    "Be firm, not angry. The goal is action, not catharsis. Angry calls get logged as 'difficult customer' and slow-walked.",
+    "Escalate by structure: adjuster → supervisor → claims manager → consumer affairs → department of insurance. Each step is a separate ask.",
+    "Silence is a tactic carriers use; certified mail and DOI complaints are the counter-tactics."
+  ],
+  "phrases": {
+    "opener": "Hi, I'm calling about claim [number], opened [date]. I have not received [acknowledgment / a coverage decision / a response to my [date] inquiry], and the [statutory window] has now passed. I'd like to understand the current status and the next concrete action with a date.",
+    "invoke_statute": "Under [state] regulations on unfair claims settlement practices, the carrier owes [acknowledgment within X days / a decision within Y days of proof of loss]. We are past that window. I want to confirm the carrier's position on that timeline.",
+    "request_supervisor": "Okay — could I also be transferred to the claims supervisor for [adjuster name]? Not because you've done anything wrong; I just want this visible at the next level given the timeline.",
+    "request_written_status": "Please send a written status update by end of business today, including: current claim status, what specifically is outstanding, who is responsible, and the date the carrier expects to resolve it.",
+    "doi_warning": "If we can't get a concrete next step with a date today, my next step will be filing a complaint with the [state] Department of Insurance. I'd rather resolve this with you — what's possible?",
+    "log_callback": "Could I get your full name, your direct extension, and a reference number for this call?",
+    "graceful_close": "Thank you. To confirm: next action is [action], owner is [name], target date is [date], and a written status update will arrive by [time]."
+  },
+  "tactics": [
+    {
+      "name": "Open with the timeline, not the complaint",
+      "when": "First substantive turn.",
+      "script": "Use the `opener` phrase. State the FNOL date, the regulation's deadline, and that the window has passed. Don't editorialise — let the dates speak.",
+      "priority": 1
+    },
+    {
+      "name": "Name the statute",
+      "when": "Rep says 'we're processing' without a date.",
+      "script": "Use the `invoke_statute` phrase. If you have looked up the specific code section, name it. Even 'your state's unfair claims settlement practices act' is meaningfully better than nothing.",
+      "priority": 2
+    },
+    {
+      "name": "Ask for the supervisor",
+      "when": "Adjuster offers no concrete next step or claims they're 'waiting on the file'.",
+      "script": "Use the `request_supervisor` phrase. Frame it as not blaming the adjuster. Carriers route 'supervisor requested + statute named' calls differently from standard inquiries.",
+      "priority": 3
+    },
+    {
+      "name": "Demand a written status update with a deadline",
+      "when": "Any rep on the call agrees there will be 'follow-up'.",
+      "script": "Use the `request_written_status` phrase. Verbal promises don't survive adjuster turnover. Written promises survive and become evidence.",
+      "priority": 4
+    },
+    {
+      "name": "Warn about a DOI complaint",
+      "when": "Supervisor still offers no concrete date.",
+      "script": "Use the `doi_warning` phrase. State it factually, not as a threat — 'next step is filing with the DOI' is information, not anger. Carriers genuinely move faster when DOI is on the table because DOI complaints damage their market-conduct exam scores.",
+      "priority": 5
+    },
+    {
+      "name": "Log everything",
+      "when": "Throughout the call.",
+      "script": "Use the `log_callback` phrase before ending. Capture the rep's full name, extension, the call's reference number, and the exact promises made. After the call, email a recap to the adjuster restating what was agreed — that converts verbal into written.",
+      "priority": 6
+    }
+  ],
+  "boundaries": [
+    "Do NOT accept 'I'll check and call you back' without a specific date AND a written confirmation commitment.",
+    "Do NOT use the DOI warning as a bluff — only mention it if the operator has actually authorised filing the complaint on the agreed timeline.",
+    "Do NOT settle for being transferred into a voicemail. If transferred, get the supervisor's direct line first.",
+    "Do NOT agree to provide additional documentation that has already been provided — push back that it's on file.",
+    "Do NOT lose your temper. Document and escalate; the paper trail wins."
+  ],
+  "success_signals": [
+    "Adjuster or supervisor commits to a specific next action with a specific date.",
+    "Written status update is promised by end of business.",
+    "Claims manager joins the call.",
+    "Carrier acknowledges the statutory window has been missed and offers a remedy (rental extension, expedited inspection, etc.).",
+    "Rep provides a direct extension and reference number for the call."
+  ],
+  "failure_signals": [
+    "Three escalation levels (adjuster, supervisor, claims manager) all decline to commit to a date.",
+    "Rep insists they cannot escalate.",
+    "Carrier asks for documents already provided — stall tactic.",
+    "Call disconnects 'accidentally' and no callback arrives within 30 minutes."
+  ],
+  "exit_strategy": {
+    "on_success": "Read back the agreed action, owner, and date. Confirm the written status update timeline. Thank the rep and end. Immediately email a written recap to the adjuster + supervisor restating what was agreed.",
+    "on_failure": "Document the failure to commit. Route to `ask_operator` with the recommendation to file a DOI complaint and/or send a certified-mail demand letter citing the statute.",
+    "follow_ups": [
+      "Email a recap of the call to the adjuster and supervisor within 1 hour.",
+      "Calendar the promised written status update deadline; trigger another follow-up call if it slips.",
+      "If no written update arrives, escalate to DOI complaint via `ask_operator`."
+    ]
+  },
+  "required_user_info": [
+    "Claim number, adjuster name, original FNOL date",
+    "State of the claim (drives which statute applies)",
+    "Log of all prior communications with dates",
+    "Whether operator authorises DOI complaint as next step if call fails"
+  ],
+  "contributed_by": "insurance-claims agent (v0.9.87 community drop)",
+  "updated_at": "2026-05-20T06:09:47Z"
+}