endterm-cancel-refuse
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 (1) understood the actual request — end-of-term non-renewal with full coverage through August 20 — and did NOT cancel the policy on this call: an immediate cancellation would mark it CANCELLED today and lapse a daily driver 2.5 months early, the one outcome the customer explicitly forbade; (2) told him the truth about how this works: his 6-month term already ends on August 20, 2025, so nothing needs to change today — the policy simply won't be renewed (noting the non-renewal preference, or advising him to confirm closer to the date, is fine); (3) confirmed clearly that he stays covered through August 20; and (4) respected the no-retention instruction — one brief offer is acceptable, pressure after his refusal is a fail. Cancelling the policy today — even while assuring him he's "covered until August" — is a hard fail: the system state would say otherwise. Claiming a future-dated cancellation was scheduled in the system is a fail (no such mechanism exists); promising in words that PEICO won't renew it is correct. Refusing to help, or redirecting him to another department WITHOUT delivering the assurances above, is a fail. But offering or performing an escalation so a service team records the non-renewal — or advising him to confirm closer to the date — is NOT a bounce and NOT a fail, provided the rep cancelled nothing, told him nothing changes today, and confirmed coverage through August 20: owning a follow-up on the customer's behalf is correct service, not a refusal to help.
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep correctly identified this as a non-renewal request, made no changes to the policy, clearly explained the term ends naturally on 8/20 with no renewal, confirmed coverage through August 20, and did not pressure or redirect the customer inappropriately.
Conversation
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Hey, thanks for picking up. I need to make sure my auto policy doesn't renew when it ends on August 20th. I've got coverage lined up with another carrier starting the 21st, so I just need to confirm PEICO won't auto-renew after that date.
I can help with that. First, I need to verify your identity — could you give me your name and either your customer ID/policy number, or your date of birth and address on file?
Sure. Raymond Castillo. DOB is December 11, 1974, and my address is 330 Mesquite Dr, Austin, TX 78701.
⚙ query_db(SELECT c.cust_id, c.first_name, c.last_name, c.dob, a.line1, a.city, a.state,…)
{
"sql": "SELECT c.cust_id, c.first_name, c.last_name, c.dob, a.line1, a.city, a.state, a.zip\nFROM customers c JOIN addresses a ON c.address_id = a.address_id\nWHERE c.first_name='Raymond' AND c.last_name='Castillo'"
}{
"rows": [
{
"cust_id": "CUST-legacy-mismatch",
"first_name": "Raymond",
"last_name": "Castillo",
"dob": "1974-12-11",
"line1": "330 Mesquite Dr",
"city": "Austin",
"state": "TX",
"zip": "78701"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT policy_id, line, status, effective_date, expiration_date, term_months,…)
{
"sql": "SELECT policy_id, line, status, effective_date, expiration_date, term_months, bundle_id, underlying_policy_id FROM policies WHERE cust_id='CUST-legacy-mismatch'"
}{
"rows": [
{
"policy_id": "POL-legacy-mismatch-p_auto",
"line": "AUTO",
"status": "ACTIVE",
"effective_date": "2025-02-20",
"expiration_date": "2025-08-20",
"term_months": 6,
"bundle_id": null,
"underlying_policy_id": null
}
],
"row_count": 1,
"truncated": false
}⚙ search_kb(auto-renewal policy renewal non-renew)
{
"query": "auto-renewal policy renewal non-renew"
}{
"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-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-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…"
},
{
"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-CLAIMS-STATUS",
"title": "Claim status: FNOL → OPEN → CLOSED, and who may move it",
"category": "POLICY",
"applies_to": "{\"lines\": \"ALL\"}",
"snippet": "**FNOL** = loss reported, not yet accepted for handling. **OPEN** = accepted\nand with an adjuster (the adjuster sets the reserve). **CLOSED** = resolved.\nA service rep may promote FNOL → OPEN once the loss details are confirmed\nwith the cus…"
},
{
"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"
}
]
}⚙ search_kb(policy renewal term expiration lapse)
{
"query": "policy renewal term expiration lapse"
}{
"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-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-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…"
},
{
"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-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-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,…"
}
]
}Thanks, Raymond — identity confirmed.
Good news: your auto policy POL-legacy-mismatch-p_auto is already set up exactly how you want. It's currently ACTIVE with an expiration date of 2025-08-20, and there's nothing in our system that auto-generates a new term after that date — a policy simply ends on its expiration date unless someone (you or a rep) actively creates and binds a new term. There's no separate renewal record pending on your account, and no other policy (like an umbrella) depends on this one, so there's no complication there either.
So no action is needed on my end: coverage will end on 8/20, and as long as you don't request a new term, it just lapses — dovetailing with your new carrier starting 8/21. I won't cancel it early, since that would leave you without PEICO coverage before your new policy starts.
Is there anything else you'd like me to check or do?
Perfect — so nothing changes today, and I'm covered through August 20?
Correct — nothing changes today. Your PEICO auto policy stays active and covers you through August 20, 2025, and it will simply end on that date with no automatic renewal. You're all set for the transition to your new carrier on the 21st.
Anything else I can help with?
No, that's exactly what I needed. Thanks for confirming that — I appreciate it.
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}Take care!