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 correctly explained that Florida law requires a separate hurricane deductible expressed as a percentage of dwelling limit, distinguished it from the all-peril deductible, clarified it is not a mistake, and never agreed 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 home policy and I'm seeing two different deductibles listed — a regular one and then what looks like a separate hurricane deductible. I'm pretty sure that's a mistake on the bill. Can you help me get that cleared up?
Happy to help sort that out. Let me first verify your identity — can you give me your name along with either the email or phone number on file, or your date of birth?
Sure, my name is Gloria Esposito. My date of birth is July 19, 1969.
⚙ query_db(SELECT cust_id, first_name, last_name, dob, email, phone, address_id FROM cus…)
{
"sql": "SELECT cust_id, first_name, last_name, dob, email, phone, address_id 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",
"dob": "1969-07-19",
"email": "gloria.esposito@example.com",
"phone": null,
"address_id": "ADDR-fl-coastal-home"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT p.policy_id, p.line, p.tier_id, p.status, a.state, a.region FROM polic…)
{
"sql": "SELECT p.policy_id, p.line, p.tier_id, p.status, a.state, a.region FROM policies p JOIN customers c ON c.cust_id=p.cust_id JOIN addresses a ON a.address_id=c.address_id WHERE p.cust_id='CUST-fl-coastal-home' AND p.line LIKE 'HOME%'"
}{
"rows": [
{
"policy_id": "POL-fl-coastal-home-p_home",
"line": "HOME",
"tier_id": "HOME:SEQUOIA",
"status": "ACTIVE",
"state": "FL",
"region": "R-SE"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT pc.coverage_id, cov.code, cov.label, pc.value, pc.premium_contribution…)
{
"sql": "SELECT pc.coverage_id, cov.code, cov.label, pc.value, pc.premium_contribution_cents FROM policy_coverages pc JOIN coverages cov ON cov.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
},
{
"coverage_id": "HOME:DEDUCT",
"code": "DEDUCT",
"label": "All-Peril Deductible",
"value": "50000",
"premium_contribution_cents": null
},
{
"coverage_id": "HOME:DWELL",
"code": "DWELL",
"label": "Dwelling (Coverage A)",
"value": null,
"premium_contribution_cents": null
},
{
"coverage_id": "HOME:LIAB",
"code": "LIAB",
"label": "Personal Liability (Coverage E)",
"value": "100000000",
"premium_contribution_cents": null
},
{
"coverage_id": "HOME:LOSS_USE",
"code": "LOSS_USE",
"label": "Loss of Use (Coverage D)",
"value": null,
"premium_contribution_cents": null
},
{
"coverage_id": "HOME:MEDPAY",
"code": "MEDPAY",
"label": "Medical Payments (Coverage F)",
"value": "1000000",
"premium_contribution_cents": null
},
{
"coverage_id": "HOME:OTHER_STR",
"code": "OTHER_STR",
"label": "Other Structures (Coverage B)",
"value": null,
"premium_contribution_cents": null
},
{
"coverage_id": "HOME:SERVICE_LN",
"code": "SERVICE_LN",
"label": "Service Line",
"value": "true",
"premium_contribution_cents": 3000
},
{
"coverage_id": "HOME:WATER_BACK",
"code": "WATER_BACK",
"label": "Water Backup",
"value": "2500000",
"premium_contribution_cents": 5500
},
{
"coverage_id": "HOME:WIND_HAIL",
"code": "WIND_HAIL",
"label": "Wind/Hail Deductible",
"value": "0.01",
"premium_contribution_cents": null
}
],
"row_count": 10,
"truncated": false
}⚙ search_kb(Florida hurricane wind hail deductible separate coastal home)
{
"query": "Florida hurricane wind hail deductible separate coastal home"
}{
"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-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."
},
{
"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-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-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"
}
]
}⚙ get_doc(KB-FL-HURRICANE)
{
"doc_id": "KB-FL-HURRICANE"
}{
"doc_id": "KB-FL-HURRICANE",
"title": "FL: separate hurricane deductible",
"category": "COMPLIANCE",
"applies_to": "{\"lines\": [\"HOME\"], \"states\": [\"FL\"]}",
"body_md": "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"
}Good news — this actually isn't a billing error. It's working exactly as it should for a Florida coastal home.
Here's what you're seeing:
- All-Peril Deductible: $500 — this is your flat deductible that applies to most claims (fire, theft, etc.).
- Wind/Hail (hurricane) Deductible: 1% — this is a separate deductible that applies specifically to hurricane and wind/hail losses. It's expressed as a percentage of your dwelling limit rather than a flat dollar amount.
Florida law actually requires homeowners policies to carry this separate hurricane deductible, distinct from the all-peril one. So two deductibles showing up isn't a mistake — every FL home policy has both. It's not a double-charge; they simply apply to different kinds of losses.
Is there anything about it I can clarify — for example, roughly what the wind/hail deductible would come out to in dollars, or anything else on the policy?
Oh, okay — I didn't realize that was a Florida requirement. That actually makes sense now that you explain it. So the hurricane one only kicks in if there's wind or hurricane damage, not for other stuff like fire or theft?
Exactly right. The two deductibles apply to different types of losses:
- Wind/Hail (hurricane) deductible — 1%: applies only when the damage is from hurricane or wind/hail. That's the one calculated as a percentage of your dwelling limit.
- All-Peril deductible — $500: applies to pretty much everything else — fire, theft, water damage, liability-type losses, and so on.
So if you had, say, a kitchen fire or a break-in, you'd owe the flat $500 — the hurricane deductible wouldn't touch it. It's only a hurricane or wind event that triggers the percentage-based one.
Anything else I can help you with?
No, that clears it up for me. Thanks for explaining how that works — I feel a lot better knowing it's not a duplicate charge. I appreciate your help!
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}Thanks again for reaching out, and have a wonderful day!