tx-moto-custom-parts-denied

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 Custom Parts & Equipment coverage is not available on motorcycle policies in Texas and clearly declined to add it, explaining the state restriction. The rep must NOT claim to have added the coverage or imply it was applied.

Passedcustomer: Marcus Reyes · 7 turns · 44s · $0.10 · 91k tok in

Verdicts

DB end-statepassed

DB end-state matches the expected changeset.

Judge rubricpassed

judge: The rep correctly identified that Custom Parts & Equipment coverage is unavailable on motorcycle policies in Texas, clearly declined the request, explained the state restriction, and did not claim or imply the coverage was added.

Conversation

Agent

Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?

Customer

Hey, thanks for picking up. I'm looking to add custom parts and equipment coverage to my motorcycle policy. I've got some aftermarket upgrades on my bike — chrome, a custom seat, saddlebags — and I want to make sure they're covered.

Agent

Happy to help with that. First, I need to verify your identity before I can access your account. Could you give me your name and either the email or phone number on file (and your date of birth for confirmation)?

8,736 in · 122 out · $0.0084 · 6.5s

Customer

Sure, no problem. It's Marcus Reyes. My email on file is marcus.reyes@example.com, and my date of birth is September 3, 1979.

Agent

⚙ 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)='marcus.reyes@example.com'"
}

{
  "rows": [
    {
      "cust_id": "CUST-tx-moto",
      "first_name": "Marcus",
      "last_name": "Reyes",
      "dob": "1979-09-03",
      "email": "marcus.reyes@example.com",
      "phone": "(512) 555-0188",
      "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 FROM policies WHERE cust_id='CUST-tx-moto'"
}

{
  "rows": [
    {
      "policy_id": "POL-tx-moto-p_moto",
      "line": "MOTO",
      "tier_id": "MOTO:PINE",
      "status": "ACTIVE",
      "effective_date": "2025-04-01",
      "expiration_date": null,
      "final_premium_cents": null
    }
  ],
  "row_count": 1,
  "truncated": false
}

⚙ query_db(SELECT coverage_id, code, label, kind, unit, notes FROM coverages WHERE line=…)

{
  "sql": "SELECT coverage_id, code, label, kind, unit, notes FROM coverages WHERE line='MOTO'"
}

{
  "rows": [
    {
      "coverage_id": "MOTO:BI",
      "code": "BI",
      "label": "Bodily Injury Liability",
      "kind": "limit",
      "unit": "usd_split",
      "notes": null
    },
    {
      "coverage_id": "MOTO:PD",
      "code": "PD",
      "label": "Property Damage Liability",
      "kind": "limit",
      "unit": "usd",
      "notes": null
    },
    {
      "coverage_id": "MOTO:COLL",
      "code": "COLL",
      "label": "Collision",
      "kind": "deductible",
      "unit": "usd",
      "notes": null
    },
    {
      "coverage_id": "MOTO:COMP",
      "code": "COMP",
      "label": "Comprehensive",
      "kind": "deductible",
      "unit": "usd",
      "notes": null
    },
    {
      "coverage_id": "MOTO:CUSTOM_PRT",
      "code": "CUSTOM_PRT",
      "label": "Custom Parts & Equipment",
      "kind": "limit",
      "unit": "usd",
      "notes": "Not available in TX (legacy licensing quirk)."
    }
  ],
  "row_count": 5,
  "truncated": false
}

⚙ query_db(SELECT * FROM policy_coverages WHERE policy_id='POL-tx-moto-p_moto')

{
  "sql": "SELECT * FROM policy_coverages WHERE policy_id='POL-tx-moto-p_moto'"
}

{
  "rows": [],
  "row_count": 0,
  "truncated": false
}

⚙ query_db(SELECT a.state, a.region FROM addresses a JOIN customers c ON c.address_id=a.…)

{
  "sql": "SELECT a.state, a.region FROM addresses a JOIN customers c ON c.address_id=a.address_id WHERE c.cust_id='CUST-tx-moto'"
}

{
  "rows": [
    {
      "state": "TX",
      "region": "R-SW"
    }
  ],
  "row_count": 1,
  "truncated": false
}

⚙ query_db(SELECT rule_id, line, coverage_id, state, effect, condition, reason_doc, note…)

{
  "sql": "SELECT rule_id, line, coverage_id, state, effect, condition, reason_doc, notes FROM eligibility_rules WHERE coverage_id='MOTO:CUSTOM_PRT'"
}

{
  "rows": [
    {
      "rule_id": "ELIG-TX-MOTO-CUSTOM",
      "line": "MOTO",
      "coverage_id": "MOTO:CUSTOM_PRT",
      "state": "TX",
      "effect": "DENY",
      "condition": null,
      "reason_doc": "KB-TX-MOTO",
      "notes": "Custom parts & equipment unavailable in TX (historical licensing quirk)."
    }
  ],
  "row_count": 1,
  "truncated": false
}

⚙ get_doc(KB-TX-MOTO)

{
  "doc_id": "KB-TX-MOTO"
}

{
  "doc_id": "KB-TX-MOTO",
  "title": "TX: motorcycle custom-parts coverage unavailable",
  "category": "UNDERWRITING",
  "applies_to": "{\"lines\": [\"MOTO\"], \"states\": [\"TX\"]}",
  "body_md": "Due to a historical licensing limitation, Custom Parts & Equipment coverage is\n**not available on motorcycle policies in Texas**.\n"
}

I looked into this carefully, and unfortunately I can't add that coverage to your policy.

Here's the situation: Custom Parts & Equipment coverage (the coverage that would protect your chrome, custom seat, and saddlebags) is not available on motorcycle policies in Texas. Your policy is garaged in TX, and there's a standing eligibility rule that denies this coverage statewide — it's a historical licensing limitation on PEICO's side, not anything about your bike or your account.

So it's a hard "no" for that specific coverage in Texas — I'm sorry to give you that answer, and I don't want to sell you something that would just get denied at claim time.

A couple of things I can do if it's helpful:

Make sure the rest of your motorcycle coverage (collision, comprehensive, liability) is set up the way you want, since your aftermarket parts would generally fall under Comprehensive/Collision up to the bike's value, even though the specialized custom-parts coverage isn't available.
Answer any other questions about the policy.

Would you like me to review your current coverages, or is there anything else I can help with?

59k in · 1,297 out · $0.07 · 28.5s

Customer

I appreciate you being straight with me about that. Yeah, that's disappointing, but I get it — if it's not available in Texas, that's just how it is. Thanks for explaining it clearly and not wasting my time trying to add something that wouldn't stick. I think I'm good on reviewing the rest of the coverage for now. You've answered what I needed to know. Thank you for the help

Agent

⚙ end_conversation()

{}

{
  "ok": true,
  "note": "Deliver your closing message now."
}

Take care, Marcus — thanks for being a PEICO customer!

23k in · 134 out · $0.02 · 4.1s