umbrella-underlying-cancel-reprice
Grading criteriawhat this conversation was scored against
DB end-state
{
"policies": {
"changed": [
{
"pk": {
"policy_id": "POL-umbrella-plus-p_auto"
},
"fields": {
"status": [
"ACTIVE",
"CANCELLED"
]
}
},
{
"pk": {
"policy_id": "POL-umbrella-plus-p_umbr"
},
"fields": {
"base_premium_cents": [
41422,
35518
],
"final_premium_cents": [
27870,
23570
],
"premium_breakdown": [
"*",
"*"
]
},
"may_change": {
"rating_as_of": [
"*",
"*"
]
}
},
{
"pk": {
"policy_id": "POL-umbrella-plus-p_home"
},
"optional": true,
"fields": {},
"may_change": {
"rating_as_of": [
"*",
"*"
],
"premium_breakdown": [
"*",
"*"
]
}
}
]
}
}Judge rubric
The rep (1) cancelled the customer's AUTO policy as requested — and ONLY the auto; the home and umbrella stayed in force; (2) verified the umbrella dependency rather than either silently ignoring it or wrongly claiming the umbrella breaks — the household's active HOME policy satisfies the underlying requirement, and the rep's answer to the customer reflected that; and (3) answered the customer's direct question about the umbrella's new price with the real repriced figure (about $235.70/yr, down from $278.70 — small rounding or nearby phrasing is fine) rather than guessing, dodging, or quoting the stale number as final. Refusing the cancellation, cancelling or "having to cancel" the umbrella or home, or telling him the umbrella is now out of compliance, is a fail. The rep is NOT required to recite the eligibility rule or the rating factors — correct actions and correct figures are themselves the evidence.
Passedcustomer: Vincent Okonkwo · 11 turns · 134s · $0.47 · 349k tok in
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep cancelled only the auto policy, correctly confirmed the umbrella remains compliant via the active home policy, and provided the exact repriced umbrella figure ($235.70/yr, down from $278.70) as requested.
Conversation
Agent
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Customer
Hi there. I need to cancel my auto policy effective today. I've already got replacement coverage in place with another carrier, so there's no gap. But before we do that, I want to make sure my umbrella policy stays good — I remember it needs to sit on top of my other coverage. Can you confirm that'll work with just my home policy?
Agent
8,753 in · 99 out · $0.0079 · 3.2sHappy to help — and good instinct to check on the umbrella first before we touch anything. Before I can pull up your account, I need to verify your identity.
Could you give me your full name and either your date of birth or the email/phone on file?
Customer
Sure. Vincent Okonkwo. Email on file is vincent.okonkwo@example.com.
Agent
79k in · 2,452 out · $0.12 · 40.7s⚙ 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, und…)
{
"sql": "SELECT policy_id, line, tier_id, status, effective_date, expiration_date, underlying_policy_id, bundle_id, final_premium_cents 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",
"underlying_policy_id": null,
"bundle_id": "BND-umbrella-plus",
"final_premium_cents": 86310
},
{
"policy_id": "POL-umbrella-plus-p_home",
"line": "HOME",
"tier_id": "HOME:EVERGREEN",
"status": "ACTIVE",
"effective_date": "2025-02-10",
"expiration_date": "2026-02-10",
"underlying_policy_id": null,
"bundle_id": "BND-umbrella-plus",
"final_premium_cents": 244175
},
{
"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",
"underlying_policy_id": "POL-umbrella-plus-p_auto",
"bundle_id": "BND-umbrella-plus",
"final_premium_cents": 27870
}
],
"row_count": 3,
"truncated": false
}⚙ query_db(SELECT * FROM product_lines WHERE line IN ('UMBR','AUTO','HOME'))
{
"sql": "SELECT * FROM product_lines WHERE line IN ('UMBR','AUTO','HOME')"
}{
"rows": [
{
"line": "AUTO",
"label": "Auto",
"category": "P&C",
"parent_line": null,
"requires_suitability": 0,
"requires_underlying": null,
"notes": "The flagship. Richest rating, most coverages."
},
{
"line": "HOME",
"label": "Homeowners",
"category": "P&C",
"parent_line": null,
"requires_suitability": 0,
"requires_underlying": null,
"notes": "Dwelling, structure, contents, liability (HO-3 style)."
},
{
"line": "UMBR",
"label": "Personal Umbrella",
"category": "P&C",
"parent_line": null,
"requires_suitability": 0,
"requires_underlying": "[\"AUTO\", \"HOME\"]",
"notes": "Cannot bind without an in-force underlying AUTO or HOME."
}
],
"row_count": 3,
"truncated": false
}⚙ search_kb(umbrella underlying policy requirement auto home)
{
"query": "umbrella underlying policy requirement auto home"
}{
"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-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-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-GLOSSARY-AUTO",
"title": "Auto coverage codes, decoded",
"category": "GLOSSARY",
"applies_to": "{\"lines\": [\"AUTO\", \"MOTO\", \"RV\", \"BOAT\", \"CLSC\"]}",
"snippet": "EVERGREEN stores auto coverages under terse codes. Plain-language meanings:\n- **BI** — Bodily Injury liability (per-person / per-accident).\n- **PD** — Property Damage liability.\n- **UM/UIM** (`UMUIM`) — Uninsured / Underinsured Motorist.\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-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-NE-MIN-LIMITS",
"title": "NY/NJ minimum auto liability limits",
"category": "COMPLIANCE",
"applies_to": "{\"lines\": [\"AUTO\"], \"states\": [\"NY\", \"NJ\"]}",
"snippet": "New York and New Jersey mandate minimum BI/PD limits above the Sapling tier's\nlimits, so **Sapling auto is not sellable** in those states — quote Pine or higher.\n"
},
{
"doc_id": "KB-CA-RATING",
"title": "CA: prohibited auto rating factors",
"category": "COMPLIANCE",
"applies_to": "{\"lines\": [\"AUTO\"], \"states\": [\"CA\"]}",
"snippet": "California auto rating **may not use credit-based insurance score or gender**. The\ncredit component of `peico_risk` is zeroed for CA risks; the rating engine branches\non state accordingly.\n"
}
]
}⚙ 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"
}⚙ query_db(SELECT pc.policy_id, c.code, c.label, pc.value FROM policy_coverages pc JOIN …)
{
"sql": "SELECT pc.policy_id, c.code, c.label, pc.value FROM policy_coverages pc JOIN coverages c ON c.coverage_id=pc.coverage_id WHERE pc.policy_id IN ('POL-umbrella-plus-p_home','POL-umbrella-plus-p_auto') AND (c.code LIKE '%LIAB%' OR c.code IN ('BI','PD'))"
}{
"rows": [
{
"policy_id": "POL-umbrella-plus-p_auto",
"code": "BI",
"label": "Bodily Injury Liability",
"value": "10000000/30000000"
},
{
"policy_id": "POL-umbrella-plus-p_auto",
"code": "PD",
"label": "Property Damage Liability",
"value": "10000000"
},
{
"policy_id": "POL-umbrella-plus-p_home",
"code": "LIAB",
"label": "Personal Liability (Coverage E)",
"value": "50000000"
}
],
"row_count": 3,
"truncated": false
}⚙ 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 line='UMBR'"
}{
"rows": [
{
"rule_id": "ELIG-UMBR-UNDERLYING",
"line": "UMBR",
"tier_id": null,
"coverage_id": null,
"state": null,
"effect": "REQUIRE",
"condition": "in_force_underlying_in [AUTO, HOME]",
"reason_doc": "KB-UMBR-UNDERLYING",
"notes": "Umbrella cannot bind without an in-force underlying auto or home policy."
}
],
"row_count": 1,
"truncated": false
}Good news, Vincent — here's where things stand:
Your umbrella policy (POL-umbrella-plus-p_umbr) requires an in-force underlying AUTO or HOME policy that meets minimum liability limits. Right now it's technically pointed at your auto policy, but your home policy qualifies on its own:
- Home personal liability (Coverage E): $500,000 — comfortably meets the underlying requirement.
So cancelling your auto policy will not put your umbrella out of compliance — it'll rest on your home policy just fine. ✅
One thing to flag: your umbrella and home are part of a bundle, so cancelling auto may affect any multi-policy bundle discount. Let me note that, but it won't affect the umbrella's validity.
To confirm before I proceed: you want me to cancel your auto policy, POL-umbrella-plus-p_auto, effective today (2025-06-01). Your home and umbrella policies stay active. Shall I go ahead?
Customer
Yes, that's exactly what I need — cancel the auto effective today. But before you process it, can you tell me what my umbrella premium will be after the cancellation? Will it go up now that it's sitting on just the home policy instead of two policies?
Agent
116k in · 4,275 out · $0.21 · 63.0s⚙ query_db(SELECT policy_id, rating_inputs, premium_breakdown, base_premium_cents, final…)
{
"sql": "SELECT policy_id, rating_inputs, premium_breakdown, base_premium_cents, final_premium_cents FROM policies WHERE policy_id='POL-umbrella-plus-p_umbr'"
}{
"rows": [
{
"policy_id": "POL-umbrella-plus-p_umbr",
"rating_inputs": "{\"billing\": {\"plan\": \"PAY_IN_FULL\", \"autopay\": true, \"paperless\": true}, \"incidents_5yr\": 0, \"smoker\": false, \"promo_code\": null}",
"premium_breakdown": "[{\"step\": \"BASE\", \"code\": \"base\", \"detail\": \"base_rate $180\", \"factor\": null, \"amount_cents\": null, \"running_cents\": 18000}, {\"step\": \"BASE\", \"code\": \"tier:EVERGREEN\", \"detail\": \"tier factor \\u00d71.55\", \"factor\": 1.55, \"amount_cents\": null, \"running_cents\": 27900}, {\"step\": \"BASE\", \"code\": \"region:R-SE\", \"detail\": \"region factor \\u00d71.15\", \"factor\": 1.15, \"amount_cents\": null, \"running_cents\": 32085}, {\"step\": \"RISK\", \"code\": \"factor:underlying_units\", \"detail\": \"underlying_units=2 \\u00d71.2\", \"factor\": 1.2, \"amount_cents\": null, \"running_cents\": 38502}, {\"step\": \"RISK\", \"code\": \"factor:risk_score\", \"detail\": \"risk_score=772 \\u00d70.92\", \"factor\": 0.92, \"amount_cents\": null, \"running_cents\": 35422}, {\"step\": \"COVERAGE\", \"code\": \"UM_EXCESS\", \"detail\": \"+ UM_EXCESS $35\", \"factor\": null, \"amount_cents\": 3500, \"running_cents\": 38922}, {\"step\": \"FEES\", \"code\": \"policy_fee\", \"detail\": \"+ policy fee\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 41422}, {\"step\": \"DISCOUNT\", \"code\": \"MULTILINE\", \"detail\": \"\\u221215%\", \"factor\": 0.85, \"amount_cents\": null, \"running_cents\": 35209}, {\"step\": \"DISCOUNT\", \"code\": \"PAID_IN_FULL\", \"detail\": \"\\u22127%\", \"factor\": 0.9299999999999999, \"amount_cents\": null, \"running_cents\": 32744}, {\"step\": \"DISCOUNT\", \"code\": \"PAPERLESS\", \"detail\": \"\\u2212$25\", \"factor\": null, \"amount_cents\": -2500, \"running_cents\": 30244}, {\"step\": \"DISCOUNT\", \"code\": \"AUTOPAY\", \"detail\": \"\\u22123%\", \"factor\": 0.97, \"amount_cents\": null, \"running_cents\": 29337}, {\"step\": \"DISCOUNT\", \"code\": \"LOYALTY\", \"detail\": \"\\u22125%\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 27870}]",
"base_premium_cents": 41422,
"final_premium_cents": 27870
}
],
"row_count": 1,
"truncated": false
}⚙ price_check(POL-umbrella-plus-p_umbr)
{
"policy_id": "POL-umbrella-plus-p_umbr"
}{
"as_of": "2025-02-10",
"facts": {
"line": "UMBR",
"tier": "EVERGREEN",
"region": "R-SE",
"state": "GA",
"term_months": 12,
"peico_risk": 772,
"age": 48,
"billing_plan": "PAY_IN_FULL",
"autopay": true,
"paperless": true,
"loyalty_tier": "Timber",
"status": "CUSTOMER",
"has_bundle": true,
"active_lines": 3,
"is_new_first_policy": false,
"promo_code": null,
"coverages": [
"UM_EXCESS"
],
"underlying_units": 2
},
"base_premium_cents": 41422,
"final_premium_cents": 27870,
"breakdown": [
{
"step": "BASE",
"code": "base",
"detail": "base_rate $180",
"factor": null,
"amount_cents": null,
"running_cents": 18000
},
{
"step": "BASE",
"code": "tier:EVERGREEN",
"detail": "tier factor ×1.55",
"factor": 1.55,
"amount_cents": null,
"running_cents": 27900
},
{
"step": "BASE",
"code": "region:R-SE",
"detail": "region factor ×1.15",
"factor": 1.15,
"amount_cents": null,
"running_cents": 32085
},
{
"step": "RISK",
"code": "factor:underlying_units",
"detail": "underlying_units=2 ×1.2",
"factor": 1.2,
"amount_cents": null,
"running_cents": 38502
},
{
"step": "RISK",
"code": "factor:risk_score",
"detail": "risk_score=772 ×0.92",
"factor": 0.92,
"amount_cents": null,
"running_cents": 35422
},
{
"step": "COVERAGE",
"code": "UM_EXCESS",
"detail": "+ UM_EXCESS $35",
"factor": null,
"amount_cents": 3500,
"running_cents": 38922
},
{
"step": "FEES",
"code": "policy_fee",
"detail": "+ policy fee",
"factor": null,
"amount_cents": 2500,
"running_cents": 41422
},
{
"step": "DISCOUNT",
"code": "MULTILINE",
"detail": "−15%",
"factor": 0.85,
"amount_cents": null,
"running_cents": 35209
},
{
"step": "DISCOUNT",
"code": "PAID_IN_FULL",
"detail": "−7%",
"factor": 0.9299999999999999,
"amount_cents": null,
"running_cents": 32744
},
{
"step": "DISCOUNT",
"code": "PAPERLESS",
"detail": "−$25",
"factor": null,
"amount_cents": -2500,
"running_cents": 30244
},
{
"step": "DISCOUNT",
"code": "AUTOPAY",
"detail": "−3%",
"factor": 0.97,
"amount_cents": null,
"running_cents": 29337
},
{
"step": "DISCOUNT",
"code": "LOYALTY",
"detail": "−5%",
"factor": 0.95,
"amount_cents": null,
"running_cents": 27870
}
]
}⚙ query_db(SELECT discount_id, code, label, effect, eligibility, notes FROM discounts WH…)
{
"sql": "SELECT discount_id, code, label, effect, eligibility, notes FROM discounts WHERE code IN ('MULTILINE','LOYALTY')"
}{
"rows": [
{
"discount_id": "DISC-MULTILINE",
"code": "MULTILINE",
"label": "Multi-Line (Bundle)",
"effect": "{\"type\": \"PCT_OFF\", \"value\": 0.15}",
"eligibility": "household has an active bundle (NEST/NEST_PLUS/FAMILY_TREE/ROOST)",
"notes": "This is the discount a bundle attaches to; breaking the bundle re-rates survivors without it."
},
{
"discount_id": "DISC-LOYALTY",
"code": "LOYALTY",
"label": "PineRewards Loyalty",
"effect": "{\"type\": \"PCT_OFF\", \"value\": 0.05}",
"eligibility": "loyalty_tier in [Timber, OldGrowth]",
"notes": "Applied LAST so it discounts the already-discounted premium (compounding order matters)."
}
],
"row_count": 2,
"truncated": false
}⚙ query_db(SELECT * FROM bundles WHERE bundle_id='BND-umbrella-plus')
{
"sql": "SELECT * FROM bundles WHERE bundle_id='BND-umbrella-plus'"
}{
"rows": [
{
"bundle_id": "BND-umbrella-plus",
"cust_id": "CUST-umbrella-plus",
"code": "NEST_PLUS",
"discount_id": "DISC-MULTILINE",
"created_at": "2025-06-01"
}
],
"row_count": 1,
"truncated": false
}⚙ search_kb(bundle minimum policies NEST FAMILY_TREE multiline requirements)
{
"query": "bundle minimum policies NEST FAMILY_TREE multiline requirements"
}{
"results": [
{
"doc_id": "KB-NE-MIN-LIMITS",
"title": "NY/NJ minimum auto liability limits",
"category": "COMPLIANCE",
"applies_to": "{\"lines\": [\"AUTO\"], \"states\": [\"NY\", \"NJ\"]}",
"snippet": "New York and New Jersey mandate minimum BI/PD limits above the Sapling tier's\nlimits, so **Sapling auto is not sellable** in those states — quote Pine or higher.\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-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-TX-MOTO",
"title": "TX: motorcycle custom-parts coverage unavailable",
"category": "UNDERWRITING",
"applies_to": "{\"lines\": [\"MOTO\"], \"states\": [\"TX\"]}",
"snippet": "Due to a historical licensing limitation, Custom Parts & Equipment coverage is\n**not available on motorcycle policies in Texas**.\n"
},
{
"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-PROMO-WELCOME15",
"title": "WELCOME15 terms",
"category": "PROMO",
"applies_to": "{\"lines\": \"ALL\"}",
"snippet": "15% off a NEW customer's FIRST policy. Cap $300; min premium $200. Not for existing customers or second policies."
},
{
"doc_id": "KB-PROMO-PINEBUNDLE",
"title": "PINEBUNDLE terms",
"category": "PROMO",
"applies_to": "{\"lines\": [\"AUTO\", \"HOME\"]}",
"snippet": "10% off when the household has >=2 active lines. Cap $500; min premium $250. Stacks with the multi-line discount."
},
{
"doc_id": "KB-PROMO-PETLOVE",
"title": "PETLOVE terms",
"category": "PROMO",
"applies_to": "{\"lines\": [\"PET\"]}",
"snippet": "20% off pet policies during October 2025 adoption month. Cap $60."
}
]
}⚙ search_kb(NEST_PLUS bundle tiers eligibility number of lines required)
{
"query": "NEST_PLUS bundle tiers eligibility number of lines required"
}{
"results": [
{
"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-PINEBUNDLE",
"title": "PINEBUNDLE terms",
"category": "PROMO",
"applies_to": "{\"lines\": [\"AUTO\", \"HOME\"]}",
"snippet": "10% off when the household has >=2 active lines. Cap $500; min premium $250. Stacks with the multi-line discount."
},
{
"doc_id": "KB-HERITAGE",
"title": "Heritage tier (retired 2009) — do not drop without disclosure",
"category": "UNDERWRITING",
"applies_to": "{\"lines\": [\"AUTO\"]}",
"snippet": "Heritage was retired on 2009-07-01 and cannot be sold or re-bound. It carries a\ncoverage combination no current tier offers (Sequoia-level MED/RENT_REIMB/ROAD/OEM\non a mid liability base). A customer who drops Heritage **loses that combinat…"
},
{
"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-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-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-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,…"
}
]
}⚙ quote({"line":"UMBR","tier":"EVERGREEN","region":"R-SE","state":"GA","term_months":…)
{
"facts": {
"line": "UMBR",
"tier": "EVERGREEN",
"region": "R-SE",
"state": "GA",
"term_months": 12,
"peico_risk": 772,
"age": 48,
"billing_plan": "PAY_IN_FULL",
"autopay": true,
"paperless": true,
"loyalty_tier": "Timber",
"status": "CUSTOMER",
"has_bundle": true,
"active_lines": 2,
"is_new_first_policy": false,
"promo_code": null,
"coverages": [
"UM_EXCESS"
],
"underlying_units": 1
},
"as_of": "2025-06-01"
}{
"as_of": "2025-06-01",
"base_premium_cents": 35518,
"final_premium_cents": 23570,
"breakdown": [
{
"step": "BASE",
"code": "base",
"detail": "base_rate $180",
"factor": null,
"amount_cents": null,
"running_cents": 18000
},
{
"step": "BASE",
"code": "tier:EVERGREEN",
"detail": "tier factor ×1.55",
"factor": 1.55,
"amount_cents": null,
"running_cents": 27900
},
{
"step": "BASE",
"code": "region:R-SE",
"detail": "region factor ×1.15",
"factor": 1.15,
"amount_cents": null,
"running_cents": 32085
},
{
"step": "RISK",
"code": "factor:underlying_units",
"detail": "underlying_units=1 ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 32085
},
{
"step": "RISK",
"code": "factor:risk_score",
"detail": "risk_score=772 ×0.92",
"factor": 0.92,
"amount_cents": null,
"running_cents": 29518
},
{
"step": "COVERAGE",
"code": "UM_EXCESS",
"detail": "+ UM_EXCESS $35",
"factor": null,
"amount_cents": 3500,
"running_cents": 33018
},
{
"step": "FEES",
"code": "policy_fee",
"detail": "+ policy fee",
"factor": null,
"amount_cents": 2500,
"running_cents": 35518
},
{
"step": "DISCOUNT",
"code": "MULTILINE",
"detail": "−15%",
"factor": 0.85,
"amount_cents": null,
"running_cents": 30190
},
{
"step": "DISCOUNT",
"code": "PAID_IN_FULL",
"detail": "−7%",
"factor": 0.9299999999999999,
"amount_cents": null,
"running_cents": 28077
},
{
"step": "DISCOUNT",
"code": "PAPERLESS",
"detail": "−$25",
"factor": null,
"amount_cents": -2500,
"running_cents": 25577
},
{
"step": "DISCOUNT",
"code": "AUTOPAY",
"detail": "−3%",
"factor": 0.97,
"amount_cents": null,
"running_cents": 24810
},
{
"step": "DISCOUNT",
"code": "LOYALTY",
"detail": "−5%",
"factor": 0.95,
"amount_cents": null,
"running_cents": 23570
}
]
}⚙ quote({"line":"UMBR","tier":"EVERGREEN","region":"R-SE","state":"GA","term_months":…)
{
"facts": {
"line": "UMBR",
"tier": "EVERGREEN",
"region": "R-SE",
"state": "GA",
"term_months": 12,
"peico_risk": 772,
"age": 48,
"billing_plan": "PAY_IN_FULL",
"autopay": true,
"paperless": true,
"loyalty_tier": "Timber",
"status": "CUSTOMER",
"has_bundle": false,
"active_lines": 2,
"is_new_first_policy": false,
"promo_code": null,
"coverages": [
"UM_EXCESS"
],
"underlying_units": 1
},
"as_of": "2025-06-01"
}{
"as_of": "2025-06-01",
"base_premium_cents": 35518,
"final_premium_cents": 28135,
"breakdown": [
{
"step": "BASE",
"code": "base",
"detail": "base_rate $180",
"factor": null,
"amount_cents": null,
"running_cents": 18000
},
{
"step": "BASE",
"code": "tier:EVERGREEN",
"detail": "tier factor ×1.55",
"factor": 1.55,
"amount_cents": null,
"running_cents": 27900
},
{
"step": "BASE",
"code": "region:R-SE",
"detail": "region factor ×1.15",
"factor": 1.15,
"amount_cents": null,
"running_cents": 32085
},
{
"step": "RISK",
"code": "factor:underlying_units",
"detail": "underlying_units=1 ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 32085
},
{
"step": "RISK",
"code": "factor:risk_score",
"detail": "risk_score=772 ×0.92",
"factor": 0.92,
"amount_cents": null,
"running_cents": 29518
},
{
"step": "COVERAGE",
"code": "UM_EXCESS",
"detail": "+ UM_EXCESS $35",
"factor": null,
"amount_cents": 3500,
"running_cents": 33018
},
{
"step": "FEES",
"code": "policy_fee",
"detail": "+ policy fee",
"factor": null,
"amount_cents": 2500,
"running_cents": 35518
},
{
"step": "DISCOUNT",
"code": "PAID_IN_FULL",
"detail": "−7%",
"factor": 0.9299999999999999,
"amount_cents": null,
"running_cents": 33032
},
{
"step": "DISCOUNT",
"code": "PAPERLESS",
"detail": "−$25",
"factor": null,
"amount_cents": -2500,
"running_cents": 30532
},
{
"step": "DISCOUNT",
"code": "AUTOPAY",
"detail": "−3%",
"factor": 0.97,
"amount_cents": null,
"running_cents": 29616
},
{
"step": "DISCOUNT",
"code": "LOYALTY",
"detail": "−5%",
"factor": 0.95,
"amount_cents": null,
"running_cents": 28135
}
]
}Good question, and the answer is reassuring: your umbrella premium won't go up on account of the cancellation — the number of underlying policies actually pushes it slightly the other way.
Here's what's happening under the hood. Your umbrella premium has two pieces that are affected:
- Underlying-units risk factor — with two underlying policies (auto + home) it's rated ×1.2. Dropping to one (home only) drops that to ×1.0. That reduces your premium.
- Multi-line (bundle) discount — a 15% discount that hangs off your NEST_PLUS bundle.
So the outcome depends on whether your bundle survives with just home + umbrella:
- If the multi-line discount stays: umbrella drops from $278.70 → ~$235.70/yr.
- If cancelling auto breaks the bundle (and you lose the 15%): umbrella lands at ~$281.35/yr — essentially flat, about $2.65 more.
Either way, no meaningful increase — the worst case is basically unchanged, and the likely case is a modest decrease.
I can't tell for certain from here whether the NEST_PLUS bundle stays intact once the auto drops off, so the honest thing is: I'll process the cancellation, then reprice the umbrella (and home) so you get the exact, real number rather than an estimate.
Want me to go ahead and cancel the auto now, then reprice and tell you the confirmed umbrella premium?
Customer
Yeah, that makes sense. Go ahead and cancel the auto, then reprice it and give me the exact number for the umbrella. I want to know what I'm actually paying going forward.
Agent
83k in · 792 out · $0.09 · 13.3s⚙ cancel_policy(POL-umbrella-plus-p_auto)
{
"policy_id": "POL-umbrella-plus-p_auto"
}{
"ok": true,
"rows_affected": 1,
"changeset": {
"policies": {
"changed": [
{
"pk": {
"policy_id": "POL-umbrella-plus-p_auto"
},
"fields": {
"status": [
"ACTIVE",
"CANCELLED"
]
}
}
]
}
}
}⚙ reprice_policy(POL-umbrella-plus-p_umbr, 2025-06-01)
{
"policy_id": "POL-umbrella-plus-p_umbr",
"as_of": "2025-06-01"
}{
"ok": true,
"as_of": "2025-06-01",
"base_premium_cents": 35518,
"final_premium_cents": 23570,
"breakdown": [
{
"step": "BASE",
"code": "base",
"detail": "base_rate $180",
"factor": null,
"amount_cents": null,
"running_cents": 18000
},
{
"step": "BASE",
"code": "tier:EVERGREEN",
"detail": "tier factor ×1.55",
"factor": 1.55,
"amount_cents": null,
"running_cents": 27900
},
{
"step": "BASE",
"code": "region:R-SE",
"detail": "region factor ×1.15",
"factor": 1.15,
"amount_cents": null,
"running_cents": 32085
},
{
"step": "RISK",
"code": "factor:underlying_units",
"detail": "underlying_units=1 ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 32085
},
{
"step": "RISK",
"code": "factor:risk_score",
"detail": "risk_score=772 ×0.92",
"factor": 0.92,
"amount_cents": null,
"running_cents": 29518
},
{
"step": "COVERAGE",
"code": "UM_EXCESS",
"detail": "+ UM_EXCESS $35",
"factor": null,
"amount_cents": 3500,
"running_cents": 33018
},
{
"step": "FEES",
"code": "policy_fee",
"detail": "+ policy fee",
"factor": null,
"amount_cents": 2500,
"running_cents": 35518
},
{
"step": "DISCOUNT",
"code": "MULTILINE",
"detail": "−15%",
"factor": 0.85,
"amount_cents": null,
"running_cents": 30190
},
{
"step": "DISCOUNT",
"code": "PAID_IN_FULL",
"detail": "−7%",
"factor": 0.9299999999999999,
"amount_cents": null,
"running_cents": 28077
},
{
"step": "DISCOUNT",
"code": "PAPERLESS",
"detail": "−$25",
"factor": null,
"amount_cents": -2500,
"running_cents": 25577
},
{
"step": "DISCOUNT",
"code": "AUTOPAY",
"detail": "−3%",
"factor": 0.97,
"amount_cents": null,
"running_cents": 24810
},
{
"step": "DISCOUNT",
"code": "LOYALTY",
"detail": "−5%",
"factor": 0.95,
"amount_cents": null,
"running_cents": 23570
}
],
"changeset": {
"policies": {
"changed": [
{
"pk": {
"policy_id": "POL-umbrella-plus-p_umbr"
},
"fields": {
"rating_as_of": [
"2025-02-10",
"2025-06-01"
],
"base_premium_cents": [
41422,
35518
],
"final_premium_cents": [
27870,
23570
],
"premium_breakdown": [
"[{\"step\": \"BASE\", \"code\": \"base\", \"detail\": \"base_rate $180\", \"factor\": null, \"amount_cents\": null, \"running_cents\": 18000}, {\"step\": \"BASE\", \"code\": \"tier:EVERGREEN\", \"detail\": \"tier factor \\u00d71.55\", \"factor\": 1.55, \"amount_cents\": null, \"running_cents\": 27900}, {\"step\": \"BASE\", \"code\": \"region:R-SE\", \"detail\": \"region factor \\u00d71.15\", \"factor\": 1.15, \"amount_cents\": null, \"running_cents\": 32085}, {\"step\": \"RISK\", \"code\": \"factor:underlying_units\", \"detail\": \"underlying_units=2 \\u00d71.2\", \"factor\": 1.2, \"amount_cents\": null, \"running_cents\": 38502}, {\"step\": \"RISK\", \"code\": \"factor:risk_score\", \"detail\": \"risk_score=772 \\u00d70.92\", \"factor\": 0.92, \"amount_cents\": null, \"running_cents\": 35422}, {\"step\": \"COVERAGE\", \"code\": \"UM_EXCESS\", \"detail\": \"+ UM_EXCESS $35\", \"factor\": null, \"amount_cents\": 3500, \"running_cents\": 38922}, {\"step\": \"FEES\", \"code\": \"policy_fee\", \"detail\": \"+ policy fee\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 41422}, {\"step\": \"DISCOUNT\", \"code\": \"MULTILINE\", \"detail\": \"\\u221215%\", \"factor\": 0.85, \"amount_cents\": null, \"running_cents\": 35209}, {\"step\": \"DISCOUNT\", \"code\": \"PAID_IN_FULL\", \"detail\": \"\\u22127%\", \"factor\": 0.9299999999999999, \"amount_cents\": null, \"running_cents\": 32744}, {\"step\": \"DISCOUNT\", \"code\": \"PAPERLESS\", \"detail\": \"\\u2212$25\", \"factor\": null, \"amount_cents\": -2500, \"running_cents\": 30244}, {\"step\": \"DISCOUNT\", \"code\": \"AUTOPAY\", \"detail\": \"\\u22123%\", \"factor\": 0.97, \"amount_cents\": null, \"running_cents\": 29337}, {\"step\": \"DISCOUNT\", \"code\": \"LOYALTY\", \"detail\": \"\\u22125%\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 27870}]",
"[{\"step\": \"BASE\", \"code\": \"base\", \"detail\": \"base_rate $180\", \"factor\": null, \"amount_cents\": null, \"running_cents\": 18000}, {\"step\": \"BASE\", \"code\": \"tier:EVERGREEN\", \"detail\": \"tier factor \\u00d71.55\", \"factor\": 1.55, \"amount_cents\": null, \"running_cents\": 27900}, {\"step\": \"BASE\", \"code\": \"region:R-SE\", \"detail\": \"region factor \\u00d71.15\", \"factor\": 1.15, \"amount_cents\": null, \"running_cents\": 32085}, {\"step\": \"RISK\", \"code\": \"factor:underlying_units\", \"detail\": \"underlying_units=1 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 32085}, {\"step\": \"RISK\", \"code\": \"factor:risk_score\", \"detail\": \"risk_score=772 \\u00d70.92\", \"factor\": 0.92, \"amount_cents\": null, \"running_cents\": 29518}, {\"step\": \"COVERAGE\", \"code\": \"UM_EXCESS\", \"detail\": \"+ UM_EXCESS $35\", \"factor\": null, \"amount_cents\": 3500, \"running_cents\": 33018}, {\"step\": \"FEES\", \"code\": \"policy_fee\", \"detail\": \"+ policy fee\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 35518}, {\"step\": \"DISCOUNT\", \"code\": \"MULTILINE\", \"detail\": \"\\u221215%\", \"factor\": 0.85, \"amount_cents\": null, \"running_cents\": 30190}, {\"step\": \"DISCOUNT\", \"code\": \"PAID_IN_FULL\", \"detail\": \"\\u22127%\", \"factor\": 0.9299999999999999, \"amount_cents\": null, \"running_cents\": 28077}, {\"step\": \"DISCOUNT\", \"code\": \"PAPERLESS\", \"detail\": \"\\u2212$25\", \"factor\": null, \"amount_cents\": -2500, \"running_cents\": 25577}, {\"step\": \"DISCOUNT\", \"code\": \"AUTOPAY\", \"detail\": \"\\u22123%\", \"factor\": 0.97, \"amount_cents\": null, \"running_cents\": 24810}, {\"step\": \"DISCOUNT\", \"code\": \"LOYALTY\", \"detail\": \"\\u22125%\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 23570}]"
]
}
}
]
}
}
}⚙ reprice_policy(POL-umbrella-plus-p_home, 2025-06-01)
{
"policy_id": "POL-umbrella-plus-p_home",
"as_of": "2025-06-01"
}{
"ok": true,
"as_of": "2025-06-01",
"base_premium_cents": 338361,
"final_premium_cents": 244175,
"breakdown": [
{
"step": "BASE",
"code": "base",
"detail": "$4.2/$1k × RC $610,000.0",
"factor": null,
"amount_cents": null,
"running_cents": 256200
},
{
"step": "BASE",
"code": "tier:EVERGREEN",
"detail": "tier factor ×1.22",
"factor": 1.22,
"amount_cents": null,
"running_cents": 312564
},
{
"step": "BASE",
"code": "region:R-SE",
"detail": "region factor ×1.45",
"factor": 1.45,
"amount_cents": null,
"running_cents": 453218
},
{
"step": "RISK",
"code": "factor:roof_age",
"detail": "roof_age=8 ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 453218
},
{
"step": "RISK",
"code": "factor:construction",
"detail": "construction=MASONRY ×0.95",
"factor": 0.95,
"amount_cents": null,
"running_cents": 430557
},
{
"step": "RISK",
"code": "factor:protection_class",
"detail": "protection_class=3 ×0.9",
"factor": 0.9,
"amount_cents": null,
"running_cents": 387501
},
{
"step": "RISK",
"code": "factor:dist_to_coast_mi",
"detail": "dist_to_coast_mi=220 ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 387501
},
{
"step": "RISK",
"code": "factor:risk_score",
"detail": "risk_score=772 ×0.88",
"factor": 0.88,
"amount_cents": null,
"running_cents": 341001
},
{
"step": "RISK",
"code": "wind_hail_ded",
"detail": "wind/hail ded 0.02 ×0.96",
"factor": 0.96,
"amount_cents": null,
"running_cents": 327361
},
{
"step": "COVERAGE",
"code": "SERVICE_LN",
"detail": "+ SERVICE_LN $30",
"factor": null,
"amount_cents": 3000,
"running_cents": 330361
},
{
"step": "COVERAGE",
"code": "WATER_BACK",
"detail": "+ WATER_BACK $55",
"factor": null,
"amount_cents": 5500,
"running_cents": 335861
},
{
"step": "FEES",
"code": "policy_fee",
"detail": "+ policy fee",
"factor": null,
"amount_cents": 2500,
"running_cents": 338361
},
{
"step": "DISCOUNT",
"code": "MULTILINE",
"detail": "−15%",
"factor": 0.85,
"amount_cents": null,
"running_cents": 287607
},
{
"step": "DISCOUNT",
"code": "PAID_IN_FULL",
"detail": "−7%",
"factor": 0.9299999999999999,
"amount_cents": null,
"running_cents": 267475
},
{
"step": "DISCOUNT",
"code": "PAPERLESS",
"detail": "−$25",
"factor": null,
"amount_cents": -2500,
"running_cents": 264975
},
{
"step": "DISCOUNT",
"code": "AUTOPAY",
"detail": "−3%",
"factor": 0.97,
"amount_cents": null,
"running_cents": 257026
},
{
"step": "DISCOUNT",
"code": "LOYALTY",
"detail": "−5%",
"factor": 0.95,
"amount_cents": null,
"running_cents": 244175
}
],
"changeset": {
"policies": {
"changed": [
{
"pk": {
"policy_id": "POL-umbrella-plus-p_home"
},
"fields": {
"rating_as_of": [
"2025-02-10",
"2025-06-01"
]
}
}
]
}
}
}All done. Here are your confirmed numbers going forward:
Auto policy (POL-...-p_auto): Cancelled, effective today (2025-06-01). ✅
Umbrella policy (POL-...-p_umbr): repriced to $235.70/yr — down from $278.70.
- The good-case scenario played out: your NEST_PLUS bundle and its 15% multi-line discount survived the auto cancellation, and dropping to one underlying policy lowered the risk factor (×1.2 → ×1.0). So your umbrella actually got a bit cheaper, and it's still resting compliantly on your home policy.
Home policy (POL-...-p_home): unchanged at $2,441.75/yr — the multi-line discount is still intact there too.
So going forward you're paying $235.70 for the umbrella and $2,441.75 for the home, both annually.
One note: refunds/proration on the cancelled auto policy aren't something I calculate here — that'll be handled separately per your billing terms.
Anything else I can help you with?
Customer
Perfect — that's exactly what I needed to know. Thanks for walking me through that and getting it all sorted out. I appreciate the help.
Agent
63k in · 108 out · $0.04 · 4.5s⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}Have a great day, Vincent! 🌲