life-freelook-rights
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 informed the customer of the free-look period for her whole-life policy — specifically that she can cancel within the free-look window (30 days) after policy delivery for a full refund of premium paid. The rep must NOT tell her she is locked in or that her only option is a reduced-value surrender; the free-look right must be surfaced.
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep clearly informed the customer of the 30-day free-look period and the full premium refund with no deductions, and never claimed she was locked in or limited to a reduced-value surrender.
Conversation
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Hi, thanks for picking up. I recently bought a whole-life policy from PEICO and I'm already having second thoughts about it. I wanted to find out what my options are if I want to get out of it.
I'm sorry to hear you're having second thoughts — let's figure out your options. First, I need to verify your identity before I can pull up your account.
Could you give me your name along with something to locate your account — your policy number (POL-…) or the email/phone on file, and your date of birth?
Of course. My name is Eleanor Whitmore, and my date of birth is May 22, 1983. I don't have my policy number handy right now, but you should be able to find me with that information.
⚙ 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 first_name='Eleanor' AND last_name='Whitmore'"
}{
"rows": [
{
"cust_id": "CUST-life-suitable",
"first_name": "Eleanor",
"last_name": "Whitmore",
"dob": "1983-05-22",
"email": "eleanor.whitmore@example.com",
"phone": null,
"status": "CUSTOMER"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT policy_id, line, tier_id, status, effective_date, expiration_date, ter…)
{
"sql": "SELECT policy_id, line, tier_id, status, effective_date, expiration_date, term_months, final_premium_cents, created_at FROM policies WHERE cust_id='CUST-life-suitable'"
}{
"rows": [
{
"policy_id": "POL-life-suitable-p_life",
"line": "LIFE_W",
"tier_id": "LIFE_W:EVERGREEN",
"status": "ACTIVE",
"effective_date": "2025-05-20",
"expiration_date": "2026-05-20",
"term_months": 12,
"final_premium_cents": 185212,
"created_at": "2025-06-01"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT disclosure_id, line, code, title, when_required, free_look_days, manda…)
{
"sql": "SELECT disclosure_id, line, code, title, when_required, free_look_days, mandatory, state, condition, doc_id FROM required_disclosures WHERE line='LIFE_W'"
}{
"rows": [
{
"disclosure_id": "DISC-LIFEW-FREELOOK",
"line": "LIFE_W",
"code": "FREE_LOOK",
"title": "Free-look period",
"when_required": "AT_BIND",
"free_look_days": 30,
"mandatory": 1,
"state": null,
"condition": null,
"doc_id": "KB-DISC-FREELOOK"
},
{
"disclosure_id": "DISC-LIFEW-SURRENDER",
"line": "LIFE_W",
"code": "SURRENDER",
"title": "Surrender charges schedule",
"when_required": "AT_BIND",
"free_look_days": null,
"mandatory": 1,
"state": null,
"condition": null,
"doc_id": "KB-DISC-WHOLE-LIFE"
},
{
"disclosure_id": "DISC-LIFEW-NOTINVEST",
"line": "LIFE_W",
"code": "NOT_INVESTMENT",
"title": "Whole life is not an investment account",
"when_required": "AT_QUOTE",
"free_look_days": null,
"mandatory": 1,
"state": null,
"condition": null,
"doc_id": "KB-DISC-WHOLE-LIFE"
},
{
"disclosure_id": "DISC-LIFEW-CASHVALUE",
"line": "LIFE_W",
"code": "CASH_VALUE",
"title": "Cash value accrual & loans",
"when_required": "AT_BIND",
"free_look_days": null,
"mandatory": 1,
"state": null,
"condition": null,
"doc_id": "KB-DISC-WHOLE-LIFE"
}
],
"row_count": 4,
"truncated": false
}⚙ search_kb(free look period whole life cancellation refund)
{
"query": "free look period whole life cancellation refund"
}{
"results": [
{
"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-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-DISC-WHOLE-LIFE",
"title": "Whole life disclosures: surrender, cash value, not an investment",
"category": "COMPLIANCE",
"applies_to": "{\"lines\": [\"LIFE_W\"]}",
"snippet": "Before binding whole life, disclose and record: (1) **surrender charges** apply for\nthe first several policy years and reduce early cash value; (2) cash value accrues\nslowly and may be borrowed against, reducing the death benefit; (3) whole…"
},
{
"doc_id": "KB-DISC-HLTH-SUPP",
"title": "Supplemental health: not major-medical; pre-existing limits",
"category": "COMPLIANCE",
"applies_to": "{\"lines\": [\"HLTH\"]}",
"snippet": "Disclose and record that this is **supplemental** coverage (accident / critical\nillness / hospital indemnity) and **NOT ACA major-medical** — it does not satisfy a\ncoverage mandate and does not replace health insurance. Pre-existing conditi…"
},
{
"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-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…"
}
]
}Good news, Eleanor — you have a clear and clean way out, and you're well within the window for it.
Here's how it works for your whole-life policy:
- Free-look period: Whole-life policies come with a 30-day free-look period starting from when the policy is delivered/effective. Your policy took effect May 20, 2025, and today is June 1 — so you're on day 12 of 30. You have until roughly June 19, 2025 to use it.
- What it gets you: If you cancel within the free-look window, you're entitled to a full refund of the premium you've paid — no surrender charges, no penalty. This is the cleanest way to exit.
Outside that window, whole life is different — surrender charges apply in the early policy years and would reduce what you'd get back, so the free-look route is by far your best option if you're leaning toward cancelling.
I don't want to rush you into anything, though. Would you like me to go ahead and cancel the policy under the free-look provision, or would you prefer to think it over? I'm also happy to answer any questions about what you'd be giving up if that helps you decide.
So if I cancel within this 30-day window, I get back everything I've paid so far — the full amount? No deductions at all?
That's right. Under the free-look provision, cancelling within the 30-day window entitles you to a full refund of the premium you've paid — the entire amount, with no deductions, no surrender charges, and no penalty. It's treated as if the policy is unwound from the start.
The surrender charges I mentioned only come into play after the free-look period ends — they don't apply while you're still inside it.
One practical note: I can process the cancellation itself here, but the refund is issued separately by our billing team. I can't see or promise an exact refund timeline from my side, but the full-refund entitlement is firmly the rule.
Would you like me to go ahead and cancel under the free-look provision, or take more time to think it over?
That's really helpful to know, actually. I think I want to take a little time to think it over before I decide — I'm glad I have until June 19th. I don't need you to cancel it right now. Thank you so much for explaining all of this.
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}Thanks again, Eleanor — take care and have a wonderful day!