add-gap-unfinanced
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 determined that gap (loan/lease gap) coverage cannot be added to this customer's auto policy because the vehicle is not financed or leased — it is owned outright — and clearly declined to add it, explaining that GAP is only available for financed/leased vehicles. The rep must NOT claim to have added gap coverage or imply it was applied. Briefly suggesting why it isn't needed (the car is paid off) is good but not required.
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep clearly declined to add GAP coverage, explained it's only available for financed/leased vehicles, noted the car is owned outright, and did not claim to have added it.
Conversation
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Hi! I'd like to add gap insurance to my auto policy. A friend mentioned it and I want to make sure I have good coverage.
⚙ query_db(SELECT p.policy_id, p.line, p.tier_id, p.status FROM policies p JOIN customer…)
{
"sql": "SELECT p.policy_id, p.line, p.tier_id, p.status FROM policies p JOIN customers c ON p.cust_id = c.cust_id WHERE c.first_name || ' ' || c.last_name = 'Customer Name'"
}{
"rows": [],
"row_count": 0,
"truncated": false
}⚙ query_db(SELECT p.policy_id, p.line, p.tier_id, p.status, c.first_name, c.last_name FR…)
{
"sql": "SELECT p.policy_id, p.line, p.tier_id, p.status, c.first_name, c.last_name FROM policies p JOIN customers c ON p.cust_id = c.cust_id WHERE p.line = 'AUTO' LIMIT 5"
}{
"rows": [
{
"policy_id": "POL-nest-household-p_auto",
"line": "AUTO",
"tier_id": "AUTO:PINE",
"status": "ACTIVE",
"first_name": "Marisol",
"last_name": "Trujillo"
},
{
"policy_id": "POL-heritage-auto-p_auto",
"line": "AUTO",
"tier_id": "AUTO:HERITAGE",
"status": "ACTIVE",
"first_name": "Walter",
"last_name": "Pennington"
},
{
"policy_id": "POL-ca-masked-auto-p_auto",
"line": "AUTO",
"tier_id": "AUTO:EVERGREEN",
"status": "ACTIVE",
"first_name": "Priya",
"last_name": "Anand"
},
{
"policy_id": "POL-legacy-mismatch-p_auto",
"line": "AUTO",
"tier_id": "AUTO:PINE",
"status": "ACTIVE",
"first_name": "Raymond",
"last_name": "Castillo"
},
{
"policy_id": "POL-ne-auto-pref-p_auto",
"line": "AUTO",
"tier_id": "AUTO:EVERGREEN",
"status": "ACTIVE",
"first_name": "Eleanor",
"last_name": "Whitfield"
}
],
"row_count": 5,
"truncated": false
}I'd be happy to help you with that! To look up your account and see if gap insurance is available for your policy, could you please provide your full name and your policy number?
Sure, my name is Tanya Brooks. Um, I don't have my policy number handy — is there another way you can look it up? I can give you my email if that helps — it's tanya.brooks@example.com.
⚙ query_db(SELECT cust_id, first_name, last_name FROM customers WHERE email = 'tanya.bro…)
{
"sql": "SELECT cust_id, first_name, last_name FROM customers WHERE email = 'tanya.brooks@example.com'"
}{
"rows": [
{
"cust_id": "CUST-retention-target",
"first_name": "Tanya",
"last_name": "Brooks"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT policy_id, line, status FROM policies WHERE cust_id = 'CUST-retention-…)
{
"sql": "SELECT policy_id, line, status FROM policies WHERE cust_id = 'CUST-retention-target'"
}{
"rows": [
{
"policy_id": "POL-retention-target-p_auto",
"line": "AUTO",
"status": "ACTIVE"
}
],
"row_count": 1,
"truncated": false
}⚙ search_kb(GAP coverage eligibility)
{
"query": "GAP coverage eligibility"
}{
"results": [
{
"doc_id": "KB-AUTO-GAP",
"title": "GAP coverage eligibility",
"category": "UNDERWRITING",
"applies_to": "{\"lines\": [\"AUTO\"]}",
"snippet": "Loan/Lease GAP is available only on **financed or leased** vehicles. It cannot be\nadded to a vehicle owned outright.\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-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-DISC-HLTH-SUPP",
"title": "Supplemental health: not major-medical; pre-existing limits",
"category": "COMPLIANCE",
"applies_to": "{\"lines\": [\"HLTH\"]}",
"snippet": "Disclose and record that this is **supplemental** coverage (accident / critical\nillness / hospital indemnity) and **NOT ACA major-medical** — it does not satisfy a\ncoverage mandate and does not replace health insurance. Pre-existing conditi…"
},
{
"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-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-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,…"
}
]
}⚙ query_db(SELECT v.vehicle_id, v.financed, v.make, v.model FROM vehicles v JOIN policy_…)
{
"sql": "SELECT v.vehicle_id, v.financed, v.make, v.model FROM vehicles v JOIN policy_objects po ON v.vehicle_id = po.object_id WHERE po.policy_id = 'POL-retention-target-p_auto"
}{
"error": "sql_error",
"detail": "unrecognized token: \"'POL-retention-target-p_auto\""
}⚙ query_db(SELECT v.vehicle_id, v.financed, v.make, v.model FROM vehicles v JOIN policy_…)
{
"sql": "SELECT v.vehicle_id, v.financed, v.make, v.model FROM vehicles v JOIN policy_objects po ON v.vehicle_id = po.object_id WHERE po.policy_id = 'POL-retention-target-p_auto'"
}{
"rows": [
{
"vehicle_id": "VEH-retention-target-v1",
"financed": 0,
"make": "Mazda",
"model": "CX-5"
}
],
"row_count": 1,
"truncated": false
}Thank you for confirming your email, Tanya. I've located your account and your auto policy (POL-retention-target-p_auto).
Regarding your request for gap insurance: according to our underwriting guidelines, GAP coverage is available only for vehicles that are financed or leased. I checked your record, and it shows that your Mazda CX-5 is listed as owned outright (not financed). Because of this, we aren't able to add gap coverage to your policy.
Is there anything else I can help you with today?
Oh, I see. So I don't need it since the car is paid off? That makes sense, actually. Thanks for explaining that to me. I appreciate your help!
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}That's exactly right—gap insurance is designed to cover the "gap" between your car's actual cash value and the amount still owed on a loan or lease if it’s totaled. Since your car is paid off, you wouldn't have that specific risk.
I'm glad we could clear that up! If you have any other questions in the future, don't hesitate to reach out. Thanks for choosing PEICO, and have a great rest of your day!