evergreen-classic-windhail
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
Two things must both hold. (1) The deductible answer: the rep determined the customer is on the retired Evergreen Classic home plan and gave her the correct dollar figure — about $4,500, i.e. 1.5% of her home's $300,000 replacement cost — attributing it to the plan's legacy flat-capped wind/hail deductible math (mentioning that a legacy cap applies is fine and correct). Giving a materially different dollar figure, using her neighbor's 2% to compute it, or never converting to dollars despite her asking, is a fail. (2) The switch question: the rep disclosed that Evergreen Classic is retired and CANNOT be re-bound — if she leaves it, she can never get it back — so any switch is a one-way door to be weighed carefully. Encouraging or initiating a plan switch without that disclosure is a fail. Actually changing anything on her account is a fail (she asked questions only).
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep correctly identified the Evergreen Classic plan, gave the correct $4,500 figure (1.5% of $300,000), and disclosed that switching away from the retired plan is irreversible before discussing the switch, without making any actual account changes.
Conversation
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Hi, thanks for picking up. So my neighbor just got a new PEICO policy and was talking about her wind and hail deductible being 2 percent, and now I'm worried I don't know what mine is. I've had my policy since like 2010 and never looked into it. Can you tell me what my wind and hail deductible actually is?
⚙ query_db(SELECT c.cust_id, c.first_name, c.last_name FROM customers c WHERE c.first_…)
{
"sql": "SELECT c.cust_id, c.first_name, c.last_name \nFROM customers c \nWHERE c.first_name || ' ' || c.last_name = 'Placeholder Name' \n-- Wait, I don't know their name yet! \n-- Let me ask for it.\n"
}{
"rows": [],
"row_count": 0,
"truncated": false
}I'd be happy to help you look into that. To access your account details, could you please provide your full name?
Sure — it's Nadine Kowalski.
⚙ query_db(SELECT c.cust_id, c.first_name, c.last_name FROM customers c WHERE c.first_…)
{
"sql": "SELECT c.cust_id, c.first_name, c.last_name \nFROM customers c \nWHERE c.first_name = 'Nadine' AND c.last_name = 'Kowalski'"
}{
"rows": [
{
"cust_id": "CUST-mw-classic",
"first_name": "Nadine",
"last_name": "Kowalski"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT p.policy_id, p.line, p.status FROM policies p WHERE p.cust_id = 'CUS…)
{
"sql": "SELECT p.policy_id, p.line, p.status \nFROM policies p \nWHERE p.cust_id = 'CUST-mw-classic' AND p.line = 'HOME'"
}{
"rows": [
{
"policy_id": "POL-mw-classic-p_home",
"line": "HOME",
"status": "ACTIVE"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT c.code, pc.value, c.label FROM policy_coverages pc JOIN coverages c O…)
{
"sql": "SELECT c.code, pc.value, c.label \nFROM policy_coverages pc\nJOIN coverages c ON pc.coverage_id = c.coverage_id\nWHERE pc.policy_id = 'POL-mw-classic-p_home' AND c.code LIKE '%WIND%' OR c.code LIKE '%HAIL%'\n"
}{
"rows": [
{
"code": "WIND_HAIL",
"value": "0.02",
"label": "Wind/Hail Deductible"
},
{
"code": "WIND_HAIL",
"value": "0.01",
"label": "Wind/Hail Deductible"
},
{
"code": "WIND_HAIL",
"value": "0.02",
"label": "Wind/Hail Deductible"
},
{
"code": "WIND_HAIL",
"value": "0.015",
"label": "Wind/Hail Deductible"
}
],
"row_count": 4,
"truncated": false
}⚙ get_doc(DOC-cov-WIND_HAIL-101)
{
"doc_id": "DOC-cov-WIND_HAIL-101"
}{
"error": "not_found",
"doc_id": "DOC-cov-WIND_HAIL-101"
}⚙ search_kb(Wind Hail Deductible)
{
"query": "Wind Hail Deductible"
}{
"results": [
{
"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-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-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-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."
}
]
}⚙ query_db(SELECT * FROM policy_coverages WHERE policy_id = 'POL-mw-classic-p_home')
{
"sql": "SELECT * FROM policy_coverages WHERE policy_id = 'POL-mw-classic-p_home'"
}{
"rows": [
{
"policy_id": "POL-mw-classic-p_home",
"coverage_id": "HOME:CONTENTS",
"value": "15000000",
"premium_contribution_cents": null
},
{
"policy_id": "POL-mw-classic-p_home",
"coverage_id": "HOME:DEDUCT",
"value": "100000",
"premium_contribution_cents": null
},
{
"policy_id": "POL-mw-classic-p_home",
"coverage_id": "HOME:DWELL",
"value": null,
"premium_contribution_cents": null
},
{
"policy_id": "POL-mw-classic-p_home",
"coverage_id": "HOME:LIAB",
"value": "30000000",
"premium_contribution_cents": null
},
{
"policy_id": "POL-mw-classic-p_home",
"coverage_id": "HOME:LOSS_USE",
"value": null,
"premium_contribution_cents": null
},
{
"policy_id": "POL-mw-classic-p_home",
"coverage_id": "HOME:MEDPAY",
"value": "500000",
"premium_contribution_cents": null
},
{
"policy_id": "POL-mw-classic-p_home",
"coverage_id": "HOME:WIND_HAIL",
"value": "0.015",
"premium_contribution_cents": null
}
],
"row_count": 7,
"truncated": false
}Thanks for that, Nadine. I've accessed your account and reviewed your policy details.
Your policy includes a wind and hail deductible of 1.5%. This is consistent with the "Evergreen Classic" home insurance policy format that you've held since 2010.
If you have any other questions about your coverage or would like to explore your options, just let me know!
Okay, so 1.5 percent — but I need that in actual dollars. What does that come out to for my house? I don't really understand the percentage thing.
⚙ query_db(SELECT dwelling_id, replacement_cost_cents FROM dwellings WHERE cust_id = '…)
{
"sql": "SELECT dwelling_id, replacement_cost_cents \nFROM dwellings \nWHERE cust_id = 'CUST-mw-classic'"
}{
"rows": [
{
"dwelling_id": "DWL-mw-classic-d1",
"replacement_cost_cents": 30000000
}
],
"row_count": 1,
"truncated": false
}To determine the actual dollar amount of your 1.5% wind and hail deductible, we apply that percentage to your home's replacement cost.
Your current dwelling replacement cost is set at $300,000.
At 1.5%, your wind and hail deductible is $4,500.
Does that help clarify things, or would you like to discuss any other part of your policy?
Okay, so $4,500 — got it. So my neighbor has 2 percent, which would be higher than mine then. But here's what I'm wondering — should I switch over to one of those newer plans like she has? Would I be getting a better deal, or is my current plan actually okay?
⚙ search_kb(Evergreen Classic vs Modern Home policy)
{
"query": "Evergreen Classic vs Modern Home policy"
}{
"results": [
{
"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-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-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-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-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-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-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,…"
}
]
}That's a great question. Because your current policy is an "Evergreen Classic" plan, it's actually a retired product. Here is how that impacts your decision:
- You can't go back: Once a policy is moved from the classic plan to our modern system, it cannot be reverted to your current "Classic" status.
- Deductibles: You are correct that your 1.5% wind/hail deductible is technically lower than your neighbor's 2%.
- Overall Coverage: Modern plans often have different features or coverage limits compared to what was available in 2010. Whether it's a "better deal" depends heavily on your specific needs, as modern premiums and coverage options are calculated differently.
If you'd like, I can run a hypothetical quote for a modern policy so you can compare the premium and coverage details directly against what you have today. That way, you can make a fully informed decision without feeling pressured to change anything.
Would you like me to look into a comparison for you, or are you comfortable staying with your current plan for now?
Hmm, okay. That's helpful to know — that I can't go back if I switch. That's actually kind of important. I think I need to think about this more before I make any changes. I don't want to lose what I've got if I'm not sure it's better. Thanks for walking me through all this though. I appreciate you getting me the actual dollar amount on the deductible.
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}You're very welcome, Nadine. I'm glad I could provide that clarity for you.
It makes perfect sense to take your time and carefully weigh your options—especially since your current policy is a retired product that can't be reinstated once you switch. Whenever you're ready to look at those options, or if you have any other questions, please don't hesitate to reach back out.
Thank you for being a long-time PEICO customer! Have a wonderful day.