fl-hurricane-deductible-explain
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 correctly explained that Florida home policies require a separate hurricane deductible (expressed as a percentage of the dwelling limit), distinct from the standard all-peril deductible, and that it is not a mistake and cannot simply be removed. The rep must NOT agree to remove the hurricane deductible or claim it was removed.
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep clearly explained that Florida law requires a separate percentage-based hurricane deductible distinct from the all-peril deductible, stated it was not a billing error, and explicitly refused to remove it.
Conversation
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Hi! Thanks for picking up. I'm looking at my homeowners policy and I'm seeing two different deductibles listed — a regular deductible and then what looks like a separate hurricane deductible. I'm pretty sure that's a billing error. Can you help me figure out what's going on and get that removed?
Happy to help you get to the bottom of that. First, I need to verify your identity before I can pull up your account. Could you give me your name and the email or phone number on file (and, if you have it, your customer ID or policy number)?
Sure. My name is Gloria Esposito. I don't have my policy number handy right now, but you should have my contact info on file. What do you need from me to look it up?
⚙ query_db(SELECT cust_id, first_name, last_name, email, phone, address_id, status FROM …)
{
"sql": "SELECT cust_id, first_name, last_name, email, phone, address_id, status FROM customers WHERE first_name LIKE 'Gloria' AND last_name LIKE 'Esposito'"
}{
"rows": [
{
"cust_id": "CUST-fl-coastal-home",
"first_name": "Gloria",
"last_name": "Esposito",
"email": "gloria.esposito@example.com",
"phone": null,
"address_id": "ADDR-fl-coastal-home",
"status": "CUSTOMER"
}
],
"row_count": 1,
"truncated": false
}Thanks, Gloria. I found an account under your name. To verify your identity, can you confirm the email address on file for you?
I'd rather not give out that info over chat. Can you just tell me what email you have and I'll confirm if it's correct?
I understand the hesitation, but I can't read the email out and have you confirm it — that would defeat the purpose of verification. I need you to provide the identifying detail yourself so I can match it against our records.
You don't have to use email. Any one of these works:
- The email address on file
- Your date of birth
- Your customer ID or a policy number
Whichever you're most comfortable with.
Oh, okay, that makes sense. My date of birth is July 19, 1969.
⚙ query_db(SELECT cust_id, dob FROM customers WHERE cust_id = 'CUST-fl-coastal-home')
{
"sql": "SELECT cust_id, dob FROM customers WHERE cust_id = 'CUST-fl-coastal-home'"
}{
"rows": [
{
"cust_id": "CUST-fl-coastal-home",
"dob": "1969-07-19"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT policy_id, line, tier_id, status, effective_date, expiration_date FROM…)
{
"sql": "SELECT policy_id, line, tier_id, status, effective_date, expiration_date FROM policies WHERE cust_id = 'CUST-fl-coastal-home'"
}{
"rows": [
{
"policy_id": "POL-fl-coastal-home-p_home",
"line": "HOME",
"tier_id": "HOME:SEQUOIA",
"status": "ACTIVE",
"effective_date": "2025-04-01",
"expiration_date": "2026-04-01"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT pc.coverage_id, c.code, c.label, pc.value, pc.premium_contribution_cen…)
{
"sql": "SELECT pc.coverage_id, c.code, c.label, pc.value, pc.premium_contribution_cents, c.notes FROM policy_coverages pc JOIN coverages c ON c.coverage_id = pc.coverage_id WHERE pc.policy_id = 'POL-fl-coastal-home-p_home'"
}{
"rows": [
{
"coverage_id": "HOME:CONTENTS",
"code": "CONTENTS",
"label": "Personal Property (Coverage C)",
"value": "20000000",
"premium_contribution_cents": null,
"notes": null
},
{
"coverage_id": "HOME:DEDUCT",
"code": "DEDUCT",
"label": "All-Peril Deductible",
"value": "50000",
"premium_contribution_cents": null,
"notes": "Falls by tier."
},
{
"coverage_id": "HOME:DWELL",
"code": "DWELL",
"label": "Dwelling (Coverage A)",
"value": null,
"premium_contribution_cents": null,
"notes": "Based on replacement cost."
},
{
"coverage_id": "HOME:LIAB",
"code": "LIAB",
"label": "Personal Liability (Coverage E)",
"value": "100000000",
"premium_contribution_cents": null,
"notes": null
},
{
"coverage_id": "HOME:LOSS_USE",
"code": "LOSS_USE",
"label": "Loss of Use (Coverage D)",
"value": null,
"premium_contribution_cents": null,
"notes": null
},
{
"coverage_id": "HOME:MEDPAY",
"code": "MEDPAY",
"label": "Medical Payments (Coverage F)",
"value": "1000000",
"premium_contribution_cents": null,
"notes": null
},
{
"coverage_id": "HOME:OTHER_STR",
"code": "OTHER_STR",
"label": "Other Structures (Coverage B)",
"value": null,
"premium_contribution_cents": null,
"notes": "Typically a % of dwelling."
},
{
"coverage_id": "HOME:SERVICE_LN",
"code": "SERVICE_LN",
"label": "Service Line",
"value": "true",
"premium_contribution_cents": 3000,
"notes": null
},
{
"coverage_id": "HOME:WATER_BACK",
"code": "WATER_BACK",
"label": "Water Backup",
"value": "2500000",
"premium_contribution_cents": 5500,
"notes": "Sewer/sump backup endorsement."
},
{
"coverage_id": "HOME:WIND_HAIL",
"code": "WIND_HAIL",
"label": "Wind/Hail Deductible",
"value": "0.01",
"premium_contribution_cents": null,
"notes": "% of dwelling. In FL this is the separate hurricane deductible (state rule)."
}
],
"row_count": 10,
"truncated": false
}⚙ search_kb(hurricane deductible wind hail Florida separate deductible)
{
"query": "hurricane deductible wind hail Florida separate deductible"
}{
"results": [
{
"doc_id": "KB-FL-HURRICANE",
"title": "FL: separate hurricane deductible",
"category": "COMPLIANCE",
"applies_to": "{\"lines\": [\"HOME\"], \"states\": [\"FL\"]}",
"snippet": "Florida homeowners policies carry a **separate hurricane deductible** expressed as\na percentage of the dwelling limit, distinct from the flat all-peril deductible.\nIt must be set explicitly before binding.\n"
},
{
"doc_id": "KB-EVERGREEN-CLASSIC",
"title": "Evergreen Classic (Home, retired 2018) — wind/hail math",
"category": "UNDERWRITING",
"applies_to": "{\"lines\": [\"HOME\"]}",
"snippet": "Retired 2018-01-01. Uses a legacy flat-capped wind/hail deductible (1.5% of\ndwelling, capped) rather than the current percentage math. Not re-bindable.\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-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-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-PROMO-SPRINGSAVE25",
"title": "SPRINGSAVE25 terms",
"category": "PROMO",
"applies_to": "{\"lines\": [\"AUTO\"]}",
"snippet": "$75 off auto in the Midwest/Southwest, spring 2025 only. Offer window 2025-03-20 through 2025-06-21; does not apply after 2025-06-21. Applicability is determined by the offer window as of the quote date."
},
{
"doc_id": "KB-PROMO-COASTALSHIELD",
"title": "COASTALSHIELD terms",
"category": "PROMO",
"applies_to": "{\"lines\": [\"HOME\", \"CONDO\"], \"states\": [\"FL\", \"GA\", \"NC\"]}",
"snippet": "$120 wind-resilience credit for Southeast home/condo policies. Cap $120; min premium $600."
}
]
}⚙ query_db(SELECT rule_id, line, tier_id, coverage_id, state, effect, condition, reason_…)
{
"sql": "SELECT rule_id, line, tier_id, coverage_id, state, effect, condition, reason_doc, notes FROM eligibility_rules WHERE coverage_id = 'HOME:WIND_HAIL' OR (line='HOME' AND state='FL')"
}{
"rows": [
{
"rule_id": "ELIG-FL-HOME-HURRICANE",
"line": "HOME",
"tier_id": null,
"coverage_id": "HOME:WIND_HAIL",
"state": "FL",
"effect": "GATE",
"condition": "separate_hurricane_deductible_set",
"reason_doc": "KB-FL-HURRICANE",
"notes": "FL HOME requires a separate % hurricane deductible (not the flat all-peril one)."
}
],
"row_count": 1,
"truncated": false
}Good news and slightly less-good news, Gloria: it's not a billing error, and I can explain exactly what you're seeing.
Your Florida homeowners policy (POL-fl-coastal-home-p_home) has two deductibles by design, and both are correct:
- All-Peril Deductible — $500. This is your standard flat deductible that applies to most claims (fire, theft, most water damage, etc.).
- Wind/Hail (Hurricane) Deductible — 1% of your dwelling limit. This is a separate percentage-based deductible that applies only to hurricane/windstorm losses.
The reason there are two: Florida state law requires homeowners policies to carry a separate hurricane deductible, expressed as a percentage of your dwelling coverage, distinct from the flat all-peril deductible. It's a mandatory regulatory feature, not a duplicate charge — so I'm not able to remove it. Every FL homeowners policy has it.
A couple of things worth knowing:
- The two deductibles don't stack on the same claim. A regular claim uses the $500; a hurricane claim uses the 1% wind/hail deductible instead.
- The 1% is applied to your dwelling (Coverage A) limit, so it only comes into play for hurricane-related damage.
Would you like me to tell you the actual dollar figure of that 1% hurricane deductible based on your dwelling limit, or is there anything else I can help clarify?
Oh, I see — so it's not a mistake, it's actually required by Florida law? That makes sense now. I honestly didn't realize that was a thing. So they work separately depending on the type of damage, right? One for regular claims and one just for hurricanes?
That's exactly right, Gloria. You've got it:
- All-Peril Deductible ($500) — applies to your everyday covered claims: fire, theft, a burst pipe, a break-in, most water damage, etc.
- Wind/Hail (Hurricane) Deductible (1% of your dwelling limit) — applies only to hurricane and windstorm losses.
Only one applies to any given claim, based on the cause of the loss — they never stack on top of each other. So if a hurricane damages your roof, the 1% deductible applies; if a pipe bursts, the flat $500 applies.
The hurricane deductible being a percentage (rather than a flat dollar amount) is standard for Florida coastal homes — it's how the state structures wind exposure.
Would you like me to work out what that 1% comes to in actual dollars for your home? I'm happy to pull your dwelling limit and calculate it.
No, that's okay — I think I understand it now. I really appreciate you explaining that. I was worried it was an error on my bill, but it sounds like that's just how it works in Florida. Thanks for clearing it up!
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}Thanks again for reaching out to PEICO, Gloria. Have a wonderful day!