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 · 13 turns · 148s · $0.23 · 453k 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 home policy satisfies the umbrella's underlying requirement, and provided the correct repriced umbrella figure of $235.70 (down from $278.70) directly in response to the customer's question.
Conversation
Agent
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Customer
Hi, thanks for picking up. I need to cancel my auto policy effective today — I've already bound coverage elsewhere and it's active as of this morning. But before we do that, I want to make sure my umbrella policy stays good. I think the umbrella sits on top of my other coverage, so I need you to confirm it'll be okay once the auto is gone. I'm keeping my home policy with you guys, so that should help.
Agent
8,847 in · 90 out · $0.0031 · 2.2sI can help with that — but first let's confirm your identity and pull up your account. Could you give me your name and either your customer ID (CUST-...) or the policy number for the auto policy you want to cancel?
Customer
Sure. My name is Vincent Okonkwo. I don't have my customer ID handy, but my email on file is vincent.okonkwo@example.com and my address is 88 Peachtree Circle in Atlanta, Georgia.
Agent
64k in · 1,453 out · $0.03 · 20.3s⚙ query_db(SELECT cust_id, first_name, last_name, email, status FROM customers WHERE ema…)
{
"sql": "SELECT cust_id, first_name, last_name, email, status FROM customers WHERE email = 'vincent.okonkwo@example.com'"
}{
"rows": [
{
"cust_id": "CUST-umbrella-plus",
"first_name": "Vincent",
"last_name": "Okonkwo",
"email": "vincent.okonkwo@example.com",
"status": "CUSTOMER"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT policy_id, line, status, tier_id, underlying_policy_id, effective_date…)
{
"sql": "SELECT policy_id, line, status, tier_id, underlying_policy_id, effective_date, expiration_date FROM policies WHERE cust_id = 'CUST-umbrella-plus' ORDER BY line"
}{
"rows": [
{
"policy_id": "POL-umbrella-plus-p_auto",
"line": "AUTO",
"status": "ACTIVE",
"tier_id": "AUTO:EVERGREEN",
"underlying_policy_id": null,
"effective_date": "2025-02-10",
"expiration_date": "2026-02-10"
},
{
"policy_id": "POL-umbrella-plus-p_home",
"line": "HOME",
"status": "ACTIVE",
"tier_id": "HOME:EVERGREEN",
"underlying_policy_id": null,
"effective_date": "2025-02-10",
"expiration_date": "2026-02-10"
},
{
"policy_id": "POL-umbrella-plus-p_umbr",
"line": "UMBR",
"status": "ACTIVE",
"tier_id": "UMBR:EVERGREEN",
"underlying_policy_id": "POL-umbrella-plus-p_auto",
"effective_date": "2025-02-10",
"expiration_date": "2026-02-10"
}
],
"row_count": 3,
"truncated": false
}⚙ search_kb(umbrella underlying policy requirement)
{
"query": "umbrella underlying policy requirement"
}{
"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-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-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-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"
}
]
}⚙ query_db(SELECT line, requires_underlying, notes FROM product_lines WHERE line = 'UMBR')
{
"sql": "SELECT line, requires_underlying, notes FROM product_lines WHERE line = 'UMBR'"
}{
"rows": [
{
"line": "UMBR",
"requires_underlying": "[\"AUTO\", \"HOME\"]",
"notes": "Cannot bind without an in-force underlying AUTO or HOME."
}
],
"row_count": 1,
"truncated": false
}⚙ 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 * FROM eligibility_rules WHERE line = 'UMBR')
{
"sql": "SELECT * 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]",
"effective_start": null,
"effective_end": null,
"reason_doc": "KB-UMBR-UNDERLYING",
"notes": "Umbrella cannot bind without an in-force underlying auto or home policy."
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT pc.coverage_id, pc.value, c.label, c.unit FROM policy_coverages pc JOI…)
{
"sql": "SELECT pc.coverage_id, pc.value, c.label, c.unit FROM policy_coverages pc JOIN coverages c ON pc.coverage_id = c.coverage_id WHERE pc.policy_id = 'POL-umbrella-plus-p_home'"
}{
"rows": [
{
"coverage_id": "HOME:CONTENTS",
"value": "10000000",
"label": "Personal Property (Coverage C)",
"unit": "usd"
},
{
"coverage_id": "HOME:DEDUCT",
"value": "100000",
"label": "All-Peril Deductible",
"unit": "usd"
},
{
"coverage_id": "HOME:DWELL",
"value": null,
"label": "Dwelling (Coverage A)",
"unit": "usd"
},
{
"coverage_id": "HOME:LIAB",
"value": "50000000",
"label": "Personal Liability (Coverage E)",
"unit": "usd"
},
{
"coverage_id": "HOME:LOSS_USE",
"value": null,
"label": "Loss of Use (Coverage D)",
"unit": "usd"
},
{
"coverage_id": "HOME:MEDPAY",
"value": "500000",
"label": "Medical Payments (Coverage F)",
"unit": "usd"
},
{
"coverage_id": "HOME:OTHER_STR",
"value": null,
"label": "Other Structures (Coverage B)",
"unit": "usd"
},
{
"coverage_id": "HOME:SERVICE_LN",
"value": "true",
"label": "Service Line",
"unit": "bool"
},
{
"coverage_id": "HOME:WATER_BACK",
"value": "1000000",
"label": "Water Backup",
"unit": "usd"
},
{
"coverage_id": "HOME:WIND_HAIL",
"value": "0.02",
"label": "Wind/Hail Deductible",
"unit": "pct"
}
],
"row_count": 10,
"truncated": false
}Good news — I checked this carefully:
- Your umbrella policy (POL-umbrella-plus-p_umbr) requires an in-force AUTO or HOME policy as its underlying coverage — it doesn't have to be the auto specifically.
- Your home policy (POL-umbrella-plus-p_home) is active, with $500,000 in personal liability coverage, and you're keeping it.
- So cancelling the auto policy will not put your umbrella out of compliance — the home policy satisfies the underlying requirement on its own.
To confirm the cancellation: you want me to cancel POL-umbrella-plus-p_auto (your auto policy), effective today, 2025-06-01, correct? Just confirming since cancellation can't be undone by me once processed.
Customer
Yes, that's right — cancel the auto policy effective today. But before you process it, I need to know: does the umbrella premium change now that it's sitting on just the home policy instead of two policies? Can you give me the new rate?
Agent
169k in · 7,128 out · $0.12 · 92.0s⚙ query_db(SELECT policy_id, tier_id, base_premium_cents, final_premium_cents, rating_in…)
{
"sql": "SELECT policy_id, tier_id, base_premium_cents, final_premium_cents, rating_inputs, premium_breakdown FROM policies WHERE policy_id = 'POL-umbrella-plus-p_umbr'"
}{
"rows": [
{
"policy_id": "POL-umbrella-plus-p_umbr",
"tier_id": "UMBR:EVERGREEN",
"base_premium_cents": 41422,
"final_premium_cents": 27870,
"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}]"
}
],
"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 * FROM discounts WHERE code IN ('MULTILINE','LOYALTY','PAID_IN_FULL','…)
{
"sql": "SELECT * FROM discounts WHERE code IN ('MULTILINE','LOYALTY','PAID_IN_FULL','AUTOPAY','PAPERLESS')"
}{
"rows": [
{
"discount_id": "DISC-MULTILINE",
"code": "MULTILINE",
"label": "Multi-Line (Bundle)",
"effect": "{\"type\": \"PCT_OFF\", \"value\": 0.15}",
"stack_order": 20,
"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-PAID-IN-FULL",
"code": "PAID_IN_FULL",
"label": "Paid In Full",
"effect": "{\"type\": \"PCT_OFF\", \"value\": 0.07}",
"stack_order": 30,
"eligibility": "billing.plan == PAY_IN_FULL",
"notes": null
},
{
"discount_id": "DISC-PAPERLESS",
"code": "PAPERLESS",
"label": "Paperless Billing",
"effect": "{\"type\": \"DOLLARS_OFF\", \"value\": 25}",
"stack_order": 40,
"eligibility": "contact.paperless == true",
"notes": null
},
{
"discount_id": "DISC-AUTOPAY",
"code": "AUTOPAY",
"label": "Automatic Payments",
"effect": "{\"type\": \"PCT_OFF\", \"value\": 0.03}",
"stack_order": 50,
"eligibility": "billing.autopay == true",
"notes": null
},
{
"discount_id": "DISC-LOYALTY",
"code": "LOYALTY",
"label": "PineRewards Loyalty",
"effect": "{\"type\": \"PCT_OFF\", \"value\": 0.05}",
"stack_order": 60,
"eligibility": "loyalty_tier in [Timber, OldGrowth]",
"notes": "Applied LAST so it discounts the already-discounted premium (compounding order matters)."
}
],
"row_count": 5,
"truncated": false
}⚙ query_db(SELECT * FROM bundles WHERE cust_id = 'CUST-umbrella-plus')
{
"sql": "SELECT * FROM bundles WHERE cust_id = 'CUST-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
}⚙ query_db(SELECT policy_id, bundle_id FROM policies WHERE cust_id = 'CUST-umbrella-plus')
{
"sql": "SELECT policy_id, bundle_id FROM policies WHERE cust_id = 'CUST-umbrella-plus'"
}{
"rows": [
{
"policy_id": "POL-umbrella-plus-p_auto",
"bundle_id": "BND-umbrella-plus"
},
{
"policy_id": "POL-umbrella-plus-p_home",
"bundle_id": "BND-umbrella-plus"
},
{
"policy_id": "POL-umbrella-plus-p_umbr",
"bundle_id": "BND-umbrella-plus"
}
],
"row_count": 3,
"truncated": false
}⚙ search_kb(NEST_PLUS bundle minimum lines)
{
"query": "NEST_PLUS bundle minimum lines"
}{
"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-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-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"
}
]
}⚙ search_kb(bundle discount breaking bundle re-rate)
{
"query": "bundle discount breaking bundle re-rate"
}{
"results": [
{
"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-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-GREENSTART",
"title": "GREENSTART — retired rider ($0)",
"category": "PROMO",
"applies_to": "{\"lines\": [\"AUTO\", \"HOME\"]}",
"snippet": "GREENSTART still validates as a code, but its underlying **rate rider was retired**,\nso it produces a **$0 benefit**. Do not promise customers a discount from it.\n"
}
]
}⚙ search_kb(NEST bundle code definition)
{
"query": "NEST bundle code definition"
}{
"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-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-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-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-GREENSTART",
"title": "GREENSTART — retired rider ($0)",
"category": "PROMO",
"applies_to": "{\"lines\": [\"AUTO\", \"HOME\"]}",
"snippet": "GREENSTART still validates as a code, but its underlying **rate rider was retired**,\nso it produces a **$0 benefit**. Do not promise customers a discount from it.\n"
}
]
}⚙ search_kb(NEST_PLUS)
{
"query": "NEST_PLUS"
}{
"results": []
}⚙ query_db(SELECT DISTINCT code FROM bundles)
{
"sql": "SELECT DISTINCT code FROM bundles"
}{
"rows": [
{
"code": "NEST"
},
{
"code": "NEST_PLUS"
}
],
"row_count": 2,
"truncated": false
}⚙ query_db(SELECT doc_id, title, category FROM kb_documents WHERE title LIKE '%bundle%' …)
{
"sql": "SELECT doc_id, title, category FROM kb_documents WHERE title LIKE '%bundle%' OR title LIKE '%Bundle%' OR body_md LIKE '%bundle%'"
}{
"rows": [
{
"doc_id": "KB-AUTO-TIERS",
"title": "Auto tiers: Sapling → Pine → Evergreen → Sequoia",
"category": "POLICY"
},
{
"doc_id": "KB-PROMO-PINEBUNDLE",
"title": "PINEBUNDLE terms",
"category": "PROMO"
}
],
"row_count": 2,
"truncated": false
}⚙ query_db(SELECT * FROM promotions WHERE promo_code LIKE '%NEST%' OR label LIKE '%NEST%…)
{
"sql": "SELECT * FROM promotions WHERE promo_code LIKE '%NEST%' OR label LIKE '%NEST%' OR label LIKE '%bundle%'"
}{
"rows": [
{
"promo_code": "PINEBUNDLE",
"label": "Pine Bundle Boost",
"scope": "{\"lines\": [\"AUTO\", \"HOME\"], \"regions\": \"ALL\", \"customer\": \"ANY\", \"requires_active_lines\": 2}",
"window_start": "2025-03-01",
"window_end": "2026-12-31",
"effect": "{\"type\": \"PCT_OFF\", \"value\": 0.1}",
"stacks_with": "[\"DISC-MULTILINE\", \"DISC-LOYALTY\"]",
"caps": "{\"max_benefit_usd\": 500, \"min_premium_floor_usd\": 250}",
"active": 1,
"retired_rider": 0,
"doc_id": "KB-PROMO-PINEBUNDLE",
"notes": "Requires >=2 active lines for the household. Pairs with the NEST bundle discount."
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT sql FROM sqlite_master WHERE type='table' AND name='bundles')
{
"sql": "SELECT sql FROM sqlite_master WHERE type='table' AND name='bundles'"
}{
"rows": [
{
"sql": "CREATE TABLE bundles (\n bundle_id TEXT PRIMARY KEY,\n cust_id TEXT NOT NULL REFERENCES customers(cust_id),\n code TEXT NOT NULL, -- NEST | NEST_PLUS | FAMILY_TREE | ROOST\n discount_id TEXT REFERENCES discounts(discount_id),\n created_at TEXT\n)"
}
],
"row_count": 1,
"truncated": false
}Customer
Hello? Are you still there?
Agent
56k in · 801 out · $0.03 · 10.9s⚙ 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
}
]
}I'm still here — thanks for your patience. Here's what I found:
Yes, your umbrella premium will change — but it actually goes down, not up:
- Currently: $414.22 base → $278.70 final (with 2 underlying policies: auto + home)
- After cancelling auto: $355.18 base → $235.70 final (with 1 underlying policy: home)
The main driver is the "underlying units" risk factor — it currently applies a ×1.2 surcharge for having 2 qualifying underlying policies (auto + home). With just home remaining, that factor drops to ×1.0, removing the surcharge. Your Multi-Line (bundle) discount, paid-in-full, paperless, autopay, and loyalty discounts all stay intact since your bundle and home policy remain active.
So: new umbrella premium would be $235.70/term, down from $278.70.
Want me to go ahead and cancel the auto policy now? I'll cancel it and then reprice the umbrella policy to lock in that new rate.
Customer
Perfect — yes, go ahead and cancel the auto policy and apply that new umbrella rate. I appreciate you checking all that out for me.
Agent
90k in · 285 out · $0.03 · 7.3s⚙ 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)
{
"policy_id": "POL-umbrella-plus-p_umbr"
}{
"ok": true,
"as_of": "2025-02-10",
"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": {
"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}]"
]
}
}
]
}
}
}All done, Vincent:
- Auto policy (POL-umbrella-plus-p_auto) — cancelled, effective today.
- Umbrella policy (POL-umbrella-plus-p_umbr) — repriced exactly as previewed: new final premium is $235.70 (down from $278.70). It remains fully compliant, riding on your home policy.
- Your home policy is unaffected and still active.
Is there anything else you need today?
Customer
No, that's perfect. Thanks for handling all that and for double-checking the umbrella for me — I really appreciate it.
Agent
65k in · 68 out · $0.01 · 3.9s⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}Take care!