diff --git a/bot.py b/bot.py
index 557cb8d..9034602 100644
--- a/bot.py
+++ b/bot.py
@@ -144,10 +144,13 @@ SYSTEM_PROMPT = (
     "office), simply confirm THAT office and move on — do NOT offer, compare, or mention any "
     "other office or city, and do NOT ask them to choose between offices. Only if their area "
     "matches no office should you name the single nearest one. List offices only if asked.\n"
-    "- INSURANCE — log only, never promise: ask what insurance they have and note it for staff. "
-    "Do NOT promise, confirm, or deny coverage or any treatment based on their insurance, even "
-    "if the plan is one we list. Always say our staff will verify their coverage when they call "
-    "back. Just capture the plan name.\n"
+    "- INSURANCE — log only, never promise, never guess: ask open-endedly what insurance they "
+    "have (for example, 'What insurance do you have?'). Do NOT read out or suggest plan names "
+    "from the list — let the caller tell you. Capture ONLY what the caller actually says; NEVER "
+    "fill in, complete, or guess their plan, and never put words in their mouth. If you don't "
+    "clearly hear the plan, ask them to repeat it. Do not promise, confirm, or deny coverage or "
+    "any treatment based on their insurance, even if the plan is one we list — always say our "
+    "staff will verify their coverage when they call back.\n"
     "- DATES — just take down the day and time the caller asks for in their OWN words (e.g. "
     "'next Monday', 'the fifth'). Do NOT work out, state, or correct the calendar date, and NEVER "
     "argue about what today's date is. Tell them staff will confirm the exact date and time on the "