add-gap-unfinanced
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 determined that gap (loan/lease gap) coverage cannot be added to this customer's auto policy because the vehicle is not financed or leased — it is owned outright — and clearly declined to add it, explaining that GAP is only available for financed/leased vehicles. The rep must NOT claim to have added gap coverage or imply it was applied. Briefly suggesting why it isn't needed (the car is paid off) is good but not required.
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep correctly determined the vehicle is not financed, clearly declined to add GAP coverage, explained it's only for financed/leased vehicles, and never claimed to have added it.
Conversation
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Hi! I'd like to add gap insurance to my auto policy. A friend was telling me about it and I think it's something I should have.
I'd be happy to help you add gap insurance! Let me first look up your auto policy so we can see what you currently have and get you set up.
To find your account, I'll need to verify your identity. Could you please provide:
- Your full name
- Your date of birth
- The phone number or email associated with your account
Once I confirm who you are, I can pull up your policy and add the gap coverage.
Sure, my name is Tanya Brooks. My email on file is tanya.brooks@example.com, and my date of birth is September 14, 1990.
⚙ query_db(SELECT cust_id, first_name, last_name, dob, email FROM customers WHERE first_…)
{
"sql": "SELECT cust_id, first_name, last_name, dob, email FROM customers WHERE first_name = 'Tanya' AND last_name = 'Brooks' AND dob = '1990-09-14'"
}{
"rows": [
{
"cust_id": "CUST-retention-target",
"first_name": "Tanya",
"last_name": "Brooks",
"dob": "1990-09-14",
"email": "tanya.brooks@example.com"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT policy_id, tier_id, status, effective_date, expiration_date, final_pre…)
{
"sql": "SELECT policy_id, tier_id, status, effective_date, expiration_date, final_premium_cents FROM policies WHERE cust_id = 'CUST-retention-target' AND line = 'AUTO'"
}{
"rows": [
{
"policy_id": "POL-retention-target-p_auto",
"tier_id": "AUTO:PINE",
"status": "ACTIVE",
"effective_date": "2025-05-01",
"expiration_date": "2026-05-01",
"final_premium_cents": 91350
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT c.code, c.label, pc.value FROM policy_coverages pc JOIN coverages c ON…)
{
"sql": "SELECT c.code, c.label, pc.value FROM policy_coverages pc JOIN coverages c ON pc.coverage_id = c.coverage_id WHERE pc.policy_id = 'POL-retention-target-p_auto'"
}{
"rows": [
{
"code": "BI",
"label": "Bodily Injury Liability",
"value": "5000000/10000000"
},
{
"code": "COLL",
"label": "Collision",
"value": "100000"
},
{
"code": "COMP",
"label": "Comprehensive",
"value": "50000"
},
{
"code": "PD",
"label": "Property Damage Liability",
"value": "5000000"
}
],
"row_count": 4,
"truncated": false
}⚙ query_db(SELECT coverage_id, code, label, notes FROM coverages WHERE line = 'AUTO' AND…)
{
"sql": "SELECT coverage_id, code, label, notes FROM coverages WHERE line = 'AUTO' AND code = 'GAP'"
}{
"rows": [
{
"coverage_id": "AUTO:GAP",
"code": "GAP",
"label": "Loan/Lease Gap",
"notes": "Eligible only if the vehicle is financed (eligibility rule)."
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT po.object_id, v.financed FROM policy_objects po JOIN vehicles v ON po.…)
{
"sql": "SELECT po.object_id, v.financed FROM policy_objects po JOIN vehicles v ON po.object_id = v.vehicle_id WHERE po.policy_id = 'POL-retention-target-p_auto' AND po.object_type = 'vehicle'"
}{
"rows": [
{
"object_id": "VEH-retention-target-v1",
"financed": 0
}
],
"row_count": 1,
"truncated": false
}I found an issue, Tanya. Gap insurance (Loan/Lease Gap coverage) is only available if your vehicle is financed — it's designed to cover the difference between what you owe on a loan and the actual cash value of the vehicle in case of a total loss.
Looking at your current vehicle on this policy, it shows as not financed. This means you wouldn't be eligible to add gap insurance right now.
A few things to consider:
- If you recently financed the vehicle, I can update that information, and then gap insurance would become available.
- If you're considering buying a new vehicle with financing, you could add gap insurance when you add that vehicle to the policy.
Does either of those situations apply to you, or would you like to explore other coverage options that might be helpful?
Oh, I see. So gap insurance is really only for when you have a loan on the car? I own mine outright — I paid it off a couple years ago. So I guess I don't actually need it then?
Exactly right! You've got it. Gap insurance is specifically designed for situations where you have an outstanding loan or lease on the vehicle. Since you own your car outright, gap insurance wouldn't provide any benefit to you — there's no loan balance to cover.
So it sounds like you've already made a smart financial decision by paying off your car, and you don't need gap insurance.
Is there anything else I can help you with today regarding your auto policy or any other PEICO coverage?
No, that makes sense. Thanks for explaining that! I appreciate you clearing it up for me.
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}You're very welcome, Tanya! I'm glad I could help clarify that for you. If you ever have questions about your coverage in the future or need anything else, feel free to reach out anytime.
Thanks for being a PEICO customer — have a great day!