legacy-glossary-coverage-compare
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 the three legacy codes in plain language — UMUIM is uninsured/underinsured motorist coverage, RENT_REIMB is rental reimbursement while the car is in the shop, and OEM is an original-manufacturer parts guarantee — AND verified against the customer's actual current policy that all three are still included today, answering yes for each. Telling him any of the three is no longer on his policy is a fail. Answering only from general tier descriptions without confirming his specific policy's coverages, when the transcript shows no check of his actual policy, is a fail. The rep must not change anything or sell anything.
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep correctly explained all three codes in plain language and verified against the customer's actual current policy (POL-heritage-auto-p_auto) that all three are present with specific limits, without making any changes or sales.
Conversation
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Hi there. I was cleaning out some old files and found my original declarations page from when I had PEICO's EVERGREEN plan. There are a few coverage codes on it I don't understand, and I'd like to know what they mean and whether I still have them on my current policy today.
I'd be happy to help you decode those codes and check your current coverage. Two quick things first:
-
What are the coverage codes on that old declarations page? Go ahead and list them and I'll look each one up.
-
To pull up your account, I need to verify your identity. Can you give me your name along with one of: the email or phone on file, or your date of birth?
Sure. The codes I need help with are UMUIM, RENT_REIMB, and OEM. And my name is Walter Pennington. You can use the email on file — walter.pennington@example.com.
⚙ query_db(SELECT cust_id, first_name, last_name, email, status FROM customers WHERE low…)
{
"sql": "SELECT cust_id, first_name, last_name, email, status FROM customers WHERE lower(email)='walter.pennington@example.com'"
}{
"rows": [
{
"cust_id": "CUST-heritage-auto",
"first_name": "Walter",
"last_name": "Pennington",
"email": "walter.pennington@example.com",
"status": "CUSTOMER"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT coverage_id, line, code, label, kind, unit, notes FROM coverages WHERE…)
{
"sql": "SELECT coverage_id, line, code, label, kind, unit, notes FROM coverages WHERE code IN ('UMUIM','RENT_REIMB','OEM')"
}{
"rows": [
{
"coverage_id": "AUTO:UMUIM",
"line": "AUTO",
"code": "UMUIM",
"label": "Uninsured/Underinsured Motorist",
"kind": "limit",
"unit": "usd_split",
"notes": "Optional below Evergreen. Glossary KB decodes UM/UIM."
},
{
"coverage_id": "AUTO:RENT_REIMB",
"line": "AUTO",
"code": "RENT_REIMB",
"label": "Rental Reimbursement",
"kind": "limit",
"unit": "usd",
"notes": "Per-day/max. Evergreen+ only."
},
{
"coverage_id": "AUTO:OEM",
"line": "AUTO",
"code": "OEM",
"label": "OEM Parts Guarantee",
"kind": "flag",
"unit": "bool",
"notes": "Sequoia only."
}
],
"row_count": 3,
"truncated": false
}⚙ query_db(SELECT p.policy_id, p.line, p.tier_id, p.status, t.label AS tier_label FROM p…)
{
"sql": "SELECT p.policy_id, p.line, p.tier_id, p.status, t.label AS tier_label\nFROM policies p LEFT JOIN tiers t ON t.tier_id=p.tier_id\nWHERE p.cust_id='CUST-heritage-auto'"
}{
"rows": [
{
"policy_id": "POL-heritage-auto-p_auto",
"line": "AUTO",
"tier_id": "AUTO:HERITAGE",
"status": "ACTIVE",
"tier_label": "Heritage"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT pc.coverage_id, c.code, c.label, pc.value FROM policy_coverages pc JOI…)
{
"sql": "SELECT pc.coverage_id, c.code, c.label, pc.value\nFROM policy_coverages pc JOIN coverages c ON c.coverage_id=pc.coverage_id\nWHERE pc.policy_id='POL-heritage-auto-p_auto'"
}{
"rows": [
{
"coverage_id": "AUTO:BI",
"code": "BI",
"label": "Bodily Injury Liability",
"value": "10000000/30000000"
},
{
"coverage_id": "AUTO:COLL",
"code": "COLL",
"label": "Collision",
"value": "50000"
},
{
"coverage_id": "AUTO:COMP",
"code": "COMP",
"label": "Comprehensive",
"value": "50000"
},
{
"coverage_id": "AUTO:MED",
"code": "MED",
"label": "Medical Payments",
"value": "500000"
},
{
"coverage_id": "AUTO:OEM",
"code": "OEM",
"label": "OEM Parts Guarantee",
"value": "true"
},
{
"coverage_id": "AUTO:PD",
"code": "PD",
"label": "Property Damage Liability",
"value": "5000000"
},
{
"coverage_id": "AUTO:RENT_REIMB",
"code": "RENT_REIMB",
"label": "Rental Reimbursement",
"value": "90000"
},
{
"coverage_id": "AUTO:ROAD",
"code": "ROAD",
"label": "Roadside Assistance",
"value": "true"
},
{
"coverage_id": "AUTO:UMUIM",
"code": "UMUIM",
"label": "Uninsured/Underinsured Motorist",
"value": "10000000/30000000"
}
],
"row_count": 9,
"truncated": false
}Good news — you have all three on your current auto policy (POL-heritage-auto-p_auto, on the Heritage tier). Here's the comparison:
| Code | On old dec page | On current policy? | Current limit/value |
|---|---|---|---|
| UMUIM | ✓ | ✅ Yes | $100,000 / $300,000 (per person / per accident) |
| RENT_REIMB | ✓ | ✅ Yes | $900/day (max) |
| OEM | ✓ | ✅ Yes | Active (on) |
So nothing was lost in the transition to your Heritage policy — all three coverages carried over.
Is there anything else you'd like me to explain or check?
That's great to know they all carried over, but I realize I still don't actually know what those codes *mean*. Can you explain what UMUIM, RENT_REIMB, and OEM actually cover?
⚙ search_kb(UM UIM uninsured underinsured motorist glossary rental reimbursement OEM parts)
{
"query": "UM UIM uninsured underinsured motorist glossary rental reimbursement OEM parts"
}{
"results": [
{
"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-DISC-UMUIM",
"title": "UM/UIM selection or rejection",
"category": "COMPLIANCE",
"applies_to": "{\"lines\": [\"AUTO\"]}",
"snippet": "The customer must affirmatively **select or reject** Uninsured/Underinsured Motorist\ncoverage; the choice (and limits, if selected) is disclosed and recorded at bind.\nSome states mandate UM/UIM at or above the BI limit.\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-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-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-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-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…"
}
]
}⚙ get_doc(KB-GLOSSARY-AUTO)
{
"doc_id": "KB-GLOSSARY-AUTO"
}{
"doc_id": "KB-GLOSSARY-AUTO",
"title": "Auto coverage codes, decoded",
"category": "GLOSSARY",
"applies_to": "{\"lines\": [\"AUTO\", \"MOTO\", \"RV\", \"BOAT\", \"CLSC\"]}",
"body_md": "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- **COLL** — Collision (you hit something); **COMP** — Comprehensive (theft, glass, weather, animal).\n- **MED** — Medical Payments; **RENT_REIMB** — rental reimbursement while your car is in the shop.\n- **ROAD** — roadside assistance; **GAP** — pays loan/lease balance above the car's value; **OEM** — original-manufacturer parts guarantee.\n"
}Here's what each of your three coverages actually does, in plain language:
UMUIM — Uninsured / Underinsured Motorist Protects you when the at-fault driver has no insurance or not enough to cover your injuries. If someone hits you and can't pay, this coverage steps in — up to your limits of $100,000 per person / $300,000 per accident.
RENT_REIMB — Rental Reimbursement Pays for a rental car while yours is in the shop after a covered claim, so you're not stranded during repairs. Your limit is $900 (the per-day/max allowance).
OEM — OEM Parts Guarantee Guarantees that covered repairs use Original Equipment Manufacturer parts — the exact parts made by your car's manufacturer — rather than cheaper aftermarket equivalents. It's currently active on your policy.
One thing worth knowing: your Heritage tier (retired back in 2009) is the reason you have this particular combination. It bundles Sequoia-level extras like OEM, RENT_REIMB, and roadside on a mid-level liability base — a mix no current tier offers. So these are genuinely nice coverages to be holding onto.
Anything else I can explain or check for you?
No, that's exactly what I needed. Thanks for breaking those down and confirming I still have all three on my current policy. Really appreciate it.
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}Thanks again for reaching out to PEICO — have a wonderful day!