Reply to a bad review

I work in marketing at an insurance broker. Help me reply to a negative review calmly.

Context: Most angry reviews are about a declined claim or a renewal price, and the decision was often the insurer's. The broker cannot explain that in public without sharing the client's details.

Before you start, ask me for anything missing from this list:
- The review
- What we know about what happened
- Our complaints process

Then:
1. Acknowledge the experience without arguing the facts.
2. Say nothing that confirms or reveals details about the person.
3. Offer a named contact and a private route.

Give me:
- The public reply, under 80 words
- A private follow-up message
- Notes for whoever handles the complaint

Rules:
- Use only the facts I give you. Where something is missing, write [detail needed]. Never invent a number, a name, a quote or a source.
- Give general information about insurance only. Never say that a particular person or business is covered, never suggest a claim will be paid, and never call a price the cheapest or the best.
- Write in plain English, in our voice if I have given you a sample.
- Do not tell me what the rules or regulations say. If something may be restricted, flag it and I will check.

Finish with a list headed "Check before this goes out". Include these, plus anything else our compliance officer or whoever approves financial promotions should see:
- That nothing confirms policy or claim details
- The complaints procedure, quoted as written
- Whether the review should be logged as a complaint