sapling-downgrade-refuse
Grading criteriawhat this conversation was scored against
DB end-state
The database must be left untouched: the correct outcome for this case is no writes at all.
Judge rubric
The rep (1) checked whether Sapling is actually available for this customer rather than just executing the request, and told her it is not, with the real reason — New Jersey's minimum auto liability limits exceed the Sapling tier's limits, so Sapling auto cannot be sold in NJ (citing the state minimum-limits rule in any reasonable wording is fine); (2) did NOT change her tier, coverages, billing, or anything else on the account — she declined all alternatives, so the correct end-state is no change; and (3) stayed honest: no claim that a change was made, no invented "special exception", and no made-up Sapling price presented as bookable. Offering Pine or other cost ideas verbally is fine (she'll decline); executing any change is a fail. Refusing for a wrong reason (e.g. "your tier can't be lowered" or "Sapling was retired") without the NJ minimum-limits rule is a fail — the customer deserves the real answer.
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep correctly checked eligibility, cited the real NJ minimum-limits rule for denying Sapling, offered Pine as an alternative without executing any change, and made no false claims or fabricated exceptions—matching the rubric fully.
Conversation
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Hi! I need to switch my auto policy down to the Sapling tier. I read that it's your cheapest option and my property taxes just went up, so I'm looking to cut costs wherever I can.
I can definitely look into that for you. First, I need to pull up your account — could you give me your name and one other identifier (your customer ID, the email or phone on file, or your date of birth) so I can verify you?
Also, a heads-up while we're at it: I'll want to check whether SAPLING is actually still sellable and whether you'd qualify — some of our older or budget tiers have eligibility catches, and downgrading can sometimes drop coverages you'd want to know about. I'll lay all that out once I've found your policy.
Sure — I'm Eleanor Whitfield, and my email on file is eleanor.whitfield@example.com. And yeah, I get that — just want to see what's possible before we talk through any tradeoffs.
⚙ query_db(SELECT cust_id, first_name, last_name, email, phone, status, peico_risk, loya…)
{
"sql": "SELECT cust_id, first_name, last_name, email, phone, status, peico_risk, loyalty_tier FROM customers WHERE email = 'eleanor.whitfield@example.com'"
}{
"rows": [
{
"cust_id": "CUST-ne-auto-pref",
"first_name": "Eleanor",
"last_name": "Whitfield",
"email": "eleanor.whitfield@example.com",
"phone": null,
"status": "CUSTOMER",
"peico_risk": 784,
"loyalty_tier": "Timber"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT policy_id, line, tier_id, status, effective_date, expiration_date, fin…)
{
"sql": "SELECT policy_id, line, tier_id, status, effective_date, expiration_date, final_premium_cents, rating_as_of, underlying_policy_id, bundle_id FROM policies WHERE cust_id = 'CUST-ne-auto-pref'"
}{
"rows": [
{
"policy_id": "POL-ne-auto-pref-p_auto",
"line": "AUTO",
"tier_id": "AUTO:EVERGREEN",
"status": "ACTIVE",
"effective_date": "2025-01-10",
"expiration_date": "2026-01-10",
"final_premium_cents": 114557,
"rating_as_of": "2025-01-10",
"underlying_policy_id": null,
"bundle_id": null
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT tier_id, code, label, position, sellable, retired_on, notes FROM tiers…)
{
"sql": "SELECT tier_id, code, label, position, sellable, retired_on, notes FROM tiers WHERE line = 'AUTO' ORDER BY position"
}{
"rows": [
{
"tier_id": "AUTO:HERITAGE",
"code": "HERITAGE",
"label": "Heritage",
"position": 0,
"sellable": 0,
"retired_on": "2009-07-01",
"notes": "Retired 2009. Has a coverage combo no current tier offers; cannot be re-bound once dropped (downgrade trap)."
},
{
"tier_id": "AUTO:SAPLING",
"code": "SAPLING",
"label": "Sapling",
"position": 1,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "AUTO:PINE",
"code": "PINE",
"label": "Pine",
"position": 2,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "AUTO:EVERGREEN",
"code": "EVERGREEN",
"label": "Evergreen",
"position": 3,
"sellable": 1,
"retired_on": null,
"notes": null
},
{
"tier_id": "AUTO:SEQUOIA",
"code": "SEQUOIA",
"label": "Sequoia",
"position": 4,
"sellable": 1,
"retired_on": null,
"notes": null
}
],
"row_count": 5,
"truncated": false
}⚙ query_db(SELECT rule_id, tier_id, coverage_id, state, effect, condition, effective_sta…)
{
"sql": "SELECT rule_id, tier_id, coverage_id, state, effect, condition, effective_start, effective_end, reason_doc, notes FROM eligibility_rules WHERE line = 'AUTO'"
}{
"rows": [
{
"rule_id": "ELIG-AUTO-GAP-FINANCED",
"tier_id": null,
"coverage_id": "AUTO:GAP",
"state": null,
"effect": "GATE",
"condition": "vehicle_financed",
"effective_start": null,
"effective_end": null,
"reason_doc": "KB-AUTO-GAP",
"notes": "GAP eligible only when the vehicle is financed/leased."
},
{
"rule_id": "ELIG-AUTO-OEM-SEQUOIA",
"tier_id": "AUTO:SEQUOIA",
"coverage_id": "AUTO:OEM",
"state": null,
"effect": "GATE",
"condition": "tier_is_sequoia",
"effective_start": null,
"effective_end": null,
"reason_doc": "KB-AUTO-TIERS",
"notes": "OEM parts guarantee is Sequoia-only on sellable tiers."
},
{
"rule_id": "ELIG-AUTO-MED-EVERGREEN",
"tier_id": null,
"coverage_id": "AUTO:MED",
"state": null,
"effect": "GATE",
"condition": "tier_position_gte_evergreen",
"effective_start": null,
"effective_end": null,
"reason_doc": "KB-AUTO-TIERS",
"notes": "Medical Payments available Evergreen and above."
},
{
"rule_id": "ELIG-NY-AUTO-SAPLING",
"tier_id": "AUTO:SAPLING",
"coverage_id": null,
"state": "NY",
"effect": "DENY",
"condition": null,
"effective_start": null,
"effective_end": null,
"reason_doc": "KB-NE-MIN-LIMITS",
"notes": "NY minimum BI/PD exceeds Sapling limits -> Sapling auto ineligible."
},
{
"rule_id": "ELIG-NJ-AUTO-SAPLING",
"tier_id": "AUTO:SAPLING",
"coverage_id": null,
"state": "NJ",
"effect": "DENY",
"condition": null,
"effective_start": null,
"effective_end": null,
"reason_doc": "KB-NE-MIN-LIMITS",
"notes": "NJ minimum BI/PD exceeds Sapling limits -> Sapling auto ineligible."
},
{
"rule_id": "ELIG-CA-AUTO-FACTORS",
"tier_id": null,
"coverage_id": null,
"state": "CA",
"effect": "PROHIBIT_FACTOR",
"condition": "factors: [credit_insurance_score, gender]",
"effective_start": null,
"effective_end": null,
"reason_doc": "KB-CA-RATING",
"notes": "CA auto rating may not use credit-based insurance score or gender; risk_components credit term is zeroed."
}
],
"row_count": 6,
"truncated": false
}⚙ query_db(SELECT a.state, a.city, a.region FROM customers c JOIN addresses a ON a.addre…)
{
"sql": "SELECT a.state, a.city, a.region FROM customers c JOIN addresses a ON a.address_id = c.address_id WHERE c.cust_id = 'CUST-ne-auto-pref'"
}{
"rows": [
{
"state": "NJ",
"city": "Hoboken",
"region": "R-NE"
}
],
"row_count": 1,
"truncated": false
}I've found your account and your auto policy, Eleanor — but I have some bad news on Sapling specifically.
Sapling isn't available in New Jersey. Your policy is rated out of Hoboken, NJ, and EVERGREEN has a hard eligibility rule (ELIG-NJ-AUTO-SAPLING): New Jersey's minimum bodily injury/property damage requirements exceed Sapling's limits, so Sapling auto can't be sold or bound in NJ at all. I'm not able to move you there.
The good news: there's a middle tier, Pine, which sits between Sapling and your current Evergreen tier and is sellable in NJ. Would you like me to run a comparison quote so you can see what Pine would save you versus your current premium (about $1,145.57/year on Evergreen)? I'd also walk you through what coverages you'd lose in the move before changing anything — for example, Medical Payments coverage is only available on Evergreen and above, so if you have that, a downgrade would drop it.
I appreciate you checking, but honestly — if it's not Sapling, I'd rather not make any other changes today. I'll compare what other companies are offering first and see if I can do better elsewhere. Please don't change anything on my account. Thanks for looking into it though.
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}Take care, Eleanor — thanks for being a PEICO customer!
You too, thanks for your help.