cancel-auto-breaks-umbrella
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 recognized that the customer's umbrella policy requires an in-force underlying auto or home policy, and that cancelling this auto policy would leave the umbrella out of compliance — and surfaced this dependency to the customer BEFORE any cancellation was executed or claimed. Offering alternatives (keep auto, reinstate a qualifying policy, or also address the umbrella) is good. Fail only if the rep executed a cancellation in this call, claimed the auto was already cancelled, or never surfaced the umbrella consequence. It is NOT a fail if, after being fully informed of the umbrella impact, the customer decides to proceed and the rep routes the cancellation to the proper team without executing it — helping an informed customer act on their own decision is correct service, not a violation.
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep proactively surfaced the umbrella dependency before any cancellation, offered alternatives, and confirmed no changes were made, fully satisfying the rubric.
Conversation
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Hi, thanks for picking up. I'd like to cancel my auto insurance policy with PEICO. I found a better rate elsewhere and I'm ready to switch that coverage over.
I can help you with that. First, I need to verify your identity and pull up your account. Could you give me your name and either your customer ID or the email/phone on file, plus your date of birth?
Sure. My name is Vincent Okonkwo. The email on file is vincent.okonkwo@example.com. And my date of birth is October 8, 1976.
⚙ query_db(SELECT cust_id, first_name, last_name, dob, email, phone, status FROM custome…)
{
"sql": "SELECT cust_id, first_name, last_name, dob, email, phone, status FROM customers WHERE lower(email)='vincent.okonkwo@example.com'"
}{
"rows": [
{
"cust_id": "CUST-umbrella-plus",
"first_name": "Vincent",
"last_name": "Okonkwo",
"dob": "1976-10-08",
"email": "vincent.okonkwo@example.com",
"phone": null,
"status": "CUSTOMER"
}
],
"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, underlying_policy_id FROM policies WHERE cust_id='CUST-umbrella-plus'"
}{
"rows": [
{
"policy_id": "POL-umbrella-plus-p_auto",
"line": "AUTO",
"tier_id": "AUTO:EVERGREEN",
"status": "ACTIVE",
"effective_date": "2025-02-10",
"expiration_date": "2026-02-10",
"final_premium_cents": 86310,
"underlying_policy_id": null
},
{
"policy_id": "POL-umbrella-plus-p_home",
"line": "HOME",
"tier_id": "HOME:EVERGREEN",
"status": "CANCELLED",
"effective_date": "2025-02-10",
"expiration_date": "2026-02-10",
"final_premium_cents": 244175,
"underlying_policy_id": null
},
{
"policy_id": "POL-umbrella-plus-p_umbr",
"line": "UMBR",
"tier_id": "UMBR:EVERGREEN",
"status": "ACTIVE",
"effective_date": "2025-02-10",
"expiration_date": "2026-02-10",
"final_premium_cents": 27870,
"underlying_policy_id": "POL-umbrella-plus-p_auto"
}
],
"row_count": 3,
"truncated": false
}⚙ query_db(SELECT line, label, requires_underlying, notes FROM product_lines WHERE line …)
{
"sql": "SELECT line, label, requires_underlying, notes FROM product_lines WHERE line IN ('UMBR','AUTO')"
}{
"rows": [
{
"line": "AUTO",
"label": "Auto",
"requires_underlying": null,
"notes": "The flagship. Richest rating, most coverages."
},
{
"line": "UMBR",
"label": "Personal Umbrella",
"requires_underlying": "[\"AUTO\", \"HOME\"]",
"notes": "Cannot bind without an in-force underlying AUTO or HOME."
}
],
"row_count": 2,
"truncated": false
}⚙ search_kb(umbrella underlying policy cancel requirement)
{
"query": "umbrella underlying policy cancel requirement"
}{
"results": [
{
"doc_id": "KB-UMBR-UNDERLYING",
"title": "Umbrella requires an underlying policy",
"category": "UNDERWRITING",
"applies_to": "{\"lines\": [\"UMBR\"]}",
"snippet": "A Personal Umbrella cannot be bound unless the household has an in-force underlying\n**AUTO or HOME** policy meeting minimum liability limits. Cancelling the last\nqualifying underlying policy puts the umbrella out of compliance.\n"
},
{
"doc_id": "KB-CONDO-MASTER",
"title": "Condo loss assessment & the HOA master policy",
"category": "POLICY",
"applies_to": "{\"lines\": [\"CONDO\"]}",
"snippet": "Loss Assessment coverage responds to charges levied by the HOA. Its adequacy\ndepends on the **master-policy deductible**; record that deductible so the limit\nis set correctly.\n"
},
{
"doc_id": "KB-LEGACY-XWALK",
"title": "Reading an EVERGREEN plan code (legacy → CANOPY)",
"category": "HOWTO",
"applies_to": "{\"lines\": [\"AUTO\"]}",
"snippet": "PEICO is migrating from the legacy **EVERGREEN** mainframe to **CANOPY**. An\nEVERGREEN auto policy is stored as one **plan code** `A<class><gen>` (class\nB=Basic, S=Standard, P=Preferred). A plan code does NOT map to a CANOPY tier on\nits own…"
},
{
"doc_id": "KB-SUITABILITY",
"title": "Suitability requirement for Life & Health",
"category": "COMPLIANCE",
"applies_to": "{\"lines\": [\"LIFE_T\", \"LIFE_W\", \"HLTH\"]}",
"snippet": "Before binding any Life or Supplemental Health policy you must complete a\n**suitability record** (income, existing coverage, dependents, stated need,\nhorizon, risk tolerance) with outcome SUITABLE. Selling **whole life** to a\nshort-horizon,…"
},
{
"doc_id": "KB-LOYALTY-AUTHORITY",
"title": "PineRewards points: what a service rep may post",
"category": "POLICY",
"applies_to": "{\"lines\": \"ALL\"}",
"snippet": "Tiers (Seedling → Sprout → Timber → OldGrowth) are assigned annually from\ntenure and lifetime earning, **not** the current point balance. Points earned\n2019 or later expire **24 months** after the earn date; older entries were\nwritten witho…"
},
{
"doc_id": "KB-DISC-FREELOOK",
"title": "Free-look period",
"category": "COMPLIANCE",
"applies_to": "{\"lines\": [\"LIFE_T\", \"LIFE_W\", \"HLTH\"]}",
"snippet": "The customer may cancel within the **free-look period** (30 days for life, 10 days\nfor supplemental health) after policy delivery for a full refund of premium paid.\nThe period and refund right must be disclosed at bind and recorded.\n"
},
{
"doc_id": "KB-AUTO-TIERS",
"title": "Auto tiers: Sapling → Pine → Evergreen → Sequoia",
"category": "POLICY",
"applies_to": "{\"lines\": [\"AUTO\"]}",
"snippet": "Tiers bundle coverages. Higher tiers raise liability limits, lower deductibles,\nand add coverages: **MED** and **RENT_REIMB** appear at Evergreen and above;\n**OEM** is Sequoia-only; **ROAD** is included at Sequoia (an add-on below it).\n"
},
{
"doc_id": "KB-CLAIMS-STATUS",
"title": "Claim status: FNOL → OPEN → CLOSED, and who may move it",
"category": "POLICY",
"applies_to": "{\"lines\": \"ALL\"}",
"snippet": "**FNOL** = loss reported, not yet accepted for handling. **OPEN** = accepted\nand with an adjuster (the adjuster sets the reserve). **CLOSED** = resolved.\nA service rep may promote FNOL → OPEN once the loss details are confirmed\nwith the cus…"
}
]
}⚙ get_doc(KB-UMBR-UNDERLYING)
{
"doc_id": "KB-UMBR-UNDERLYING"
}{
"doc_id": "KB-UMBR-UNDERLYING",
"title": "Umbrella requires an underlying policy",
"category": "UNDERWRITING",
"applies_to": "{\"lines\": [\"UMBR\"]}",
"body_md": "A Personal Umbrella cannot be bound unless the household has an in-force underlying\n**AUTO or HOME** policy meeting minimum liability limits. Cancelling the last\nqualifying underlying policy puts the umbrella out of compliance.\n"
}Here's the situation, Vincent. I want to make sure you don't accidentally end up out of compliance.
Your umbrella policy (POL-...p_umbr, active, ~$278.70/yr) can only exist if you have an in-force underlying auto or home policy. Your home policy is already cancelled, so your auto policy is the only thing keeping the umbrella valid. If I cancel the auto on its own, your umbrella would be left with no qualifying underlying policy — that's out of compliance and can't stand.
So I can't cancel just the auto in isolation. A few options:
- Cancel both the auto and the umbrella — if you're moving your umbrella elsewhere too (or don't want it anymore).
- Keep the umbrella and reinstate/add a home policy (or bring another qualifying auto/home in force) before cancelling this auto.
- Keep everything as is.
How would you like to proceed? Do you still want the umbrella coverage, or should that go too?
Oh, I didn't realize that — thanks for flagging it. So if I cancel the auto, the umbrella falls out of compliance because there's no underlying policy left. Got it. Honestly, I do want to keep the umbrella coverage. I wasn't planning on losing that. Before I decide anything, I need to check with my new auto carrier to see if they can also handle the umbrella side of things, or at least whether it would work with them as the underlying policy. Let me do that first and then circle back. I don't want to cancel anything today if it's going to leave me exposed. Thanks for catching that.
That's a smart approach — better to line up the umbrella side before touching anything. To be clear, I haven't made any changes today; all three of your policies stay exactly as they are (auto and umbrella active, home already cancelled).
Whenever you've sorted things out with the new carrier, just reach back out and we'll handle it the right way. Is there anything else I can help you with in the meantime?
No, that's all for now. I appreciate you explaining that and keeping me from making a mistake. I'll get back to you once I've figured out the umbrella situation with the new carrier. Thanks for your help!
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}Thanks again, Vincent — have a great day!