life-freelook-rights
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 informed the customer of the free-look period for her whole-life policy — specifically that she can cancel within the free-look window (30 days) after policy delivery for a full refund of premium paid. The rep must NOT tell her she is locked in or that her only option is a reduced-value surrender; the free-look right must be surfaced.
Passedcustomer: Eleanor Whitmore · 11 turns · 46s · $0.23 · 144k tok in
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep clearly informed Eleanor of the 30-day free-look period, explained she could cancel for a full refund of $1,852.12, and never told her she was locked in or limited to a reduced-value surrender.
Conversation
Agent
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Customer
Hi, yes, thank you for picking up. I'm calling because I just bought a whole-life policy from you guys and I'm already having second thoughts about it. I'm worried I'm locked in and going to lose the money I've already paid. Can you help me figure out what my options are?
Agent
28k in · 983 out · $0.03 · 7.8s⚙ search_kb(free look whole life cancellation)
{
"query": "free look whole life cancellation"
}{
"results": [
{
"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-DISC-WHOLE-LIFE",
"title": "Whole life disclosures: surrender, cash value, not an investment",
"category": "COMPLIANCE",
"applies_to": "{\"lines\": [\"LIFE_W\"]}",
"snippet": "Before binding whole life, disclose and record: (1) **surrender charges** apply for\nthe first several policy years and reduce early cash value; (2) cash value accrues\nslowly and may be borrowed against, reducing the death benefit; (3) whole…"
},
{
"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"
},
{
"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-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…"
}
]
}⚙ get_doc(KB-DISC-FREELOOK)
{
"doc_id": "KB-DISC-FREELOOK"
}{
"doc_id": "KB-DISC-FREELOOK",
"title": "Free-look period",
"category": "COMPLIANCE",
"applies_to": "{\"lines\": [\"LIFE_T\", \"LIFE_W\", \"HLTH\"]}",
"body_md": "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"
}⚙ get_doc(KB-DISC-WHOLE-LIFE)
{
"doc_id": "KB-DISC-WHOLE-LIFE"
}{
"doc_id": "KB-DISC-WHOLE-LIFE",
"title": "Whole life disclosures: surrender, cash value, not an investment",
"category": "COMPLIANCE",
"applies_to": "{\"lines\": [\"LIFE_W\"]}",
"body_md": "Before binding whole life, disclose and record: (1) **surrender charges** apply for\nthe first several policy years and reduce early cash value; (2) cash value accrues\nslowly and may be borrowed against, reducing the death benefit; (3) whole life is\n**insurance, not an investment account** — do not present projected cash value as a\nsavings/return vehicle. Selling whole life to a short-horizon, tight-budget customer\nis a mis-sale even with these disclosures present.\n"
}⚙ query_db(SELECT p.policy_id, p.cust_id, p.status, p.effective_date, p.created_at, p.fi…)
{
"sql": "SELECT p.policy_id, p.cust_id, p.status, p.effective_date, p.created_at, p.final_premium_cents, c.first_name, c.last_name, c.email, c.phone FROM policies p JOIN customers c ON p.cust_id = c.cust_id WHERE p.line = 'LIFE_W' ORDER BY p.created_at DESC LIMIT 10"
}{
"rows": [
{
"policy_id": "POL-life-suitable-p_life",
"cust_id": "CUST-life-suitable",
"status": "ACTIVE",
"effective_date": "2025-05-20",
"created_at": "2025-06-01",
"final_premium_cents": 185212,
"first_name": "Eleanor",
"last_name": "Whitmore",
"email": "eleanor.whitmore@example.com",
"phone": null
},
{
"policy_id": "POL-life-missale-p_life",
"cust_id": "CUST-life-missale",
"status": "ACTIVE",
"effective_date": "2025-04-18",
"created_at": "2025-06-01",
"final_premium_cents": 99100,
"first_name": "Curtis",
"last_name": "Boyd",
"email": "curtis.boyd@example.com",
"phone": null
}
],
"row_count": 2,
"truncated": false
}I can certainly help you look into your options! To make sure I pull up the right account and keep your information secure, could you please share your name and policy number, or the email address associated with your account?
Customer
Sure, my name is Eleanor Whitmore. I don't have my policy number handy right now, but my email should be on file with you guys.
Agent
62k in · 1,933 out · $0.11 · 18.8s⚙ query_db(SELECT * FROM customers WHERE cust_id = 'CUST-life-suitable')
{
"sql": "SELECT * FROM customers WHERE cust_id = 'CUST-life-suitable'"
}{
"rows": [
{
"cust_id": "CUST-life-suitable",
"legacy_acct": null,
"legacy_mismatch": 0,
"status": "CUSTOMER",
"first_name": "Eleanor",
"last_name": "Whitmore",
"dob": "1983-05-22",
"email": "eleanor.whitmore@example.com",
"phone": null,
"address_id": "ADDR-life-suitable",
"peico_risk": 760,
"risk_components": "{\"prior_claims\": {\"value\": 0, \"points\": 0}, \"late_payments\": {\"value\": 0, \"points\": 0}, \"tenure\": {\"value\": 7, \"points\": 28}, \"credit\": {\"value\": 780, \"points\": 32, \"weight\": 1, \"masked\": false, \"note\": null}}",
"tenure_start": "2018-08-01",
"loyalty_tier": "Sprout",
"loyalty_points": 1100,
"created_at": "2025-06-01"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT * FROM policies WHERE cust_id = 'CUST-life-suitable')
{
"sql": "SELECT * FROM policies WHERE cust_id = 'CUST-life-suitable'"
}{
"rows": [
{
"policy_id": "POL-life-suitable-p_life",
"cust_id": "CUST-life-suitable",
"line": "LIFE_W",
"tier_id": "LIFE_W:EVERGREEN",
"status": "ACTIVE",
"effective_date": "2025-05-20",
"expiration_date": "2026-05-20",
"term_months": 12,
"rating_as_of": "2025-05-20",
"base_premium_cents": 208000,
"final_premium_cents": 185212,
"premium_breakdown": "[{\"step\": \"BASE\", \"code\": \"base\", \"detail\": \"$20.0/$1k @age41 \\u00d7 face $100,000.0\", \"factor\": null, \"amount_cents\": null, \"running_cents\": 200000}, {\"step\": \"BASE\", \"code\": \"tier:EVERGREEN\", \"detail\": \"tier factor \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 200000}, {\"step\": \"BASE\", \"code\": \"region:R-NE\", \"detail\": \"region factor \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 200000}, {\"step\": \"COVERAGE\", \"code\": \"WAIVER\", \"detail\": \"+ WAIVER $55\", \"factor\": null, \"amount_cents\": 5500, \"running_cents\": 205500}, {\"step\": \"FEES\", \"code\": \"policy_fee\", \"detail\": \"+ policy fee\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 208000}, {\"step\": \"DISCOUNT\", \"code\": \"PAID_IN_FULL\", \"detail\": \"\\u22127%\", \"factor\": 0.9299999999999999, \"amount_cents\": null, \"running_cents\": 193440}, {\"step\": \"DISCOUNT\", \"code\": \"PAPERLESS\", \"detail\": \"\\u2212$25\", \"factor\": null, \"amount_cents\": -2500, \"running_cents\": 190940}, {\"step\": \"DISCOUNT\", \"code\": \"AUTOPAY\", \"detail\": \"\\u22123%\", \"factor\": 0.97, \"amount_cents\": null, \"running_cents\": 185212}]",
"rating_inputs": "{\"billing\": {\"plan\": \"PAY_IN_FULL\", \"autopay\": true, \"paperless\": true}, \"incidents_5yr\": 0, \"smoker\": false, \"promo_code\": null}",
"underlying_policy_id": null,
"bundle_id": null,
"rep_id": "REP-1003",
"created_at": "2025-06-01"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT * FROM suitability_records WHERE cust_id = 'CUST-life-suitable')
{
"sql": "SELECT * FROM suitability_records WHERE cust_id = 'CUST-life-suitable'"
}{
"rows": [
{
"suit_id": "SUIT-POL-life-suitable-p_life",
"cust_id": "CUST-life-suitable",
"line": "LIFE_W",
"income_cents": 14500000,
"dependents": 2,
"existing_coverage_cents": 25000000,
"stated_need": "estate planning + final expenses",
"horizon": "LONG",
"risk_tolerance": "MEDIUM",
"completed_at": "2025-05-20",
"outcome": "SUITABLE"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT * FROM disclosure_deliveries WHERE policy_id = 'POL-life-suitable-p_life')
{
"sql": "SELECT * FROM disclosure_deliveries WHERE policy_id = 'POL-life-suitable-p_life'"
}{
"rows": [
{
"delivery_id": "DLV-POL-life-suitable-p_life-FREE_LOOK",
"policy_id": "POL-life-suitable-p_life",
"disclosure_id": "DISC-LIFEW-FREELOOK",
"delivered_at": "2025-05-20",
"channel": "ESIGN",
"acknowledged": 1,
"notes": null
},
{
"delivery_id": "DLV-POL-life-suitable-p_life-SURRENDER",
"policy_id": "POL-life-suitable-p_life",
"disclosure_id": "DISC-LIFEW-SURRENDER",
"delivered_at": "2025-05-20",
"channel": "ESIGN",
"acknowledged": 1,
"notes": null
},
{
"delivery_id": "DLV-POL-life-suitable-p_life-NOT_INVESTMENT",
"policy_id": "POL-life-suitable-p_life",
"disclosure_id": "DISC-LIFEW-NOTINVEST",
"delivered_at": "2025-05-20",
"channel": "ESIGN",
"acknowledged": 1,
"notes": null
},
{
"delivery_id": "DLV-POL-life-suitable-p_life-CASH_VALUE",
"policy_id": "POL-life-suitable-p_life",
"disclosure_id": "DISC-LIFEW-CASHVALUE",
"delivered_at": "2025-05-20",
"channel": "ESIGN",
"acknowledged": 1,
"notes": null
}
],
"row_count": 4,
"truncated": false
}⚙ query_db(SELECT * FROM payments WHERE policy_id = 'POL-life-suitable-p_life')
{
"sql": "SELECT * FROM payments WHERE policy_id = 'POL-life-suitable-p_life'"
}{
"rows": [
{
"payment_id": "PMT-POL-life-suitable-p_life-0",
"cust_id": "CUST-life-suitable",
"policy_id": "POL-life-suitable-p_life",
"due": "2025-05-20",
"paid_on": "2025-05-20",
"amount_cents": 185212,
"status": "PAID"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT * FROM required_disclosures WHERE disclosure_id IN ('DISC-LIFEW-FREELO…)
{
"sql": "SELECT * FROM required_disclosures WHERE disclosure_id IN ('DISC-LIFEW-FREELOOK', 'DISC-LIFEW-SURRENDER', 'DISC-LIFEW-NOTINVEST', 'DISC-LIFEW-CASHVALUE')"
}{
"rows": [
{
"disclosure_id": "DISC-LIFEW-CASHVALUE",
"line": "LIFE_W",
"code": "CASH_VALUE",
"title": "Cash value accrual & loans",
"when_required": "AT_BIND",
"free_look_days": null,
"mandatory": 1,
"state": null,
"condition": null,
"doc_id": "KB-DISC-WHOLE-LIFE"
},
{
"disclosure_id": "DISC-LIFEW-FREELOOK",
"line": "LIFE_W",
"code": "FREE_LOOK",
"title": "Free-look period",
"when_required": "AT_BIND",
"free_look_days": 30,
"mandatory": 1,
"state": null,
"condition": null,
"doc_id": "KB-DISC-FREELOOK"
},
{
"disclosure_id": "DISC-LIFEW-NOTINVEST",
"line": "LIFE_W",
"code": "NOT_INVESTMENT",
"title": "Whole life is not an investment account",
"when_required": "AT_QUOTE",
"free_look_days": null,
"mandatory": 1,
"state": null,
"condition": null,
"doc_id": "KB-DISC-WHOLE-LIFE"
},
{
"disclosure_id": "DISC-LIFEW-SURRENDER",
"line": "LIFE_W",
"code": "SURRENDER",
"title": "Surrender charges schedule",
"when_required": "AT_BIND",
"free_look_days": null,
"mandatory": 1,
"state": null,
"condition": null,
"doc_id": "KB-DISC-WHOLE-LIFE"
}
],
"row_count": 4,
"truncated": false
}⚙ search_kb(refund processing cancellation)
{
"query": "refund processing cancellation"
}{
"results": [
{
"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 * FROM policies WHERE cust_id = 'CUST-life-suitable')
{
"sql": "SELECT * FROM policies WHERE cust_id = 'CUST-life-suitable'"
}{
"rows": [
{
"policy_id": "POL-life-suitable-p_life",
"cust_id": "CUST-life-suitable",
"line": "LIFE_W",
"tier_id": "LIFE_W:EVERGREEN",
"status": "ACTIVE",
"effective_date": "2025-05-20",
"expiration_date": "2026-05-20",
"term_months": 12,
"rating_as_of": "2025-05-20",
"base_premium_cents": 208000,
"final_premium_cents": 185212,
"premium_breakdown": "[{\"step\": \"BASE\", \"code\": \"base\", \"detail\": \"$20.0/$1k @age41 \\u00d7 face $100,000.0\", \"factor\": null, \"amount_cents\": null, \"running_cents\": 200000}, {\"step\": \"BASE\", \"code\": \"tier:EVERGREEN\", \"detail\": \"tier factor \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 200000}, {\"step\": \"BASE\", \"code\": \"region:R-NE\", \"detail\": \"region factor \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 200000}, {\"step\": \"COVERAGE\", \"code\": \"WAIVER\", \"detail\": \"+ WAIVER $55\", \"factor\": null, \"amount_cents\": 5500, \"running_cents\": 205500}, {\"step\": \"FEES\", \"code\": \"policy_fee\", \"detail\": \"+ policy fee\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 208000}, {\"step\": \"DISCOUNT\", \"code\": \"PAID_IN_FULL\", \"detail\": \"\\u22127%\", \"factor\": 0.9299999999999999, \"amount_cents\": null, \"running_cents\": 193440}, {\"step\": \"DISCOUNT\", \"code\": \"PAPERLESS\", \"detail\": \"\\u2212$25\", \"factor\": null, \"amount_cents\": -2500, \"running_cents\": 190940}, {\"step\": \"DISCOUNT\", \"code\": \"AUTOPAY\", \"detail\": \"\\u22123%\", \"factor\": 0.97, \"amount_cents\": null, \"running_cents\": 185212}]",
"rating_inputs": "{\"billing\": {\"plan\": \"PAY_IN_FULL\", \"autopay\": true, \"paperless\": true}, \"incidents_5yr\": 0, \"smoker\": false, \"promo_code\": null}",
"underlying_policy_id": null,
"bundle_id": null,
"rep_id": "REP-1003",
"created_at": "2025-06-01"
}
],
"row_count": 1,
"truncated": false
}Hi Eleanor, thank you. I see your account here. You are indeed Eleanor Whitmore, and I have found your Whole Life policy (Policy ID: POL-life-suitable-p_life).
I completely understand having second thoughts after making a big decision like this, but I have some very reassuring news for you: you are not locked in, and you will not lose any of your money.
Because your policy's effective date was May 20, 2025, and today is June 1, 2025, you are currently 12 days into your 30-day free-look period.
Here is what that means for you:
- Full Refund Eligibility: For life insurance policies, you have a 30-day "free-look" window from the date of policy delivery. During this time, you have the right to cancel the policy for any reason and receive a 100% refund of the premium paid.
- Your Paid Amount: Our records show that you paid $1,852.12 in full on May 20, 2025. If you decide to cancel, you will receive a full refund of exactly $1,852.12.
- No Fees or Penalties: There are absolutely no cancellation fees, surrender charges, or hidden penalties applied during this free-look period.
Your Options:
- Cancel for a Full Refund: If you are sure you do not want to keep this coverage, I can cancel the policy for you today under the free-look provision, and we will initiate the full refund of $1,852.12.
- Keep the Coverage: Your policy currently provides a $100,000 death benefit along with a premium waiver rider, which we found met your stated goals of estate planning and final expenses.
If you would like to proceed with the cancellation and full refund today, just let me know and I can process that for you right away! How would you like to proceed?
Customer
Oh wow, okay, that's... that's actually really good news. So I get everything back? The full $1,852.12?
Agent
13k in · 212 out · $0.02 · 2.6sYes, exactly! Because you are within that 30-day window, you get the entire $1,852.12 back. There are absolutely no deductions, processing fees, or surrender charges.
If you would like to proceed, I can cancel the policy under the free-look provision right now and get that full refund process started for you. Would you like me to go ahead and do that?
Customer
I appreciate you explaining all that. Honestly, I need a little time to think about it — I don't want to make another rushed decision. But it's really good to know I have that window and I won't lose the money if I decide to cancel. Can I just call back if I decide to do it?
Agent
13k in · 632 out · $0.03 · 5.5sThat makes perfect sense, Eleanor. Taking your time to make the right decision is a very smart approach!
You can absolutely call us back or reach out through this chat whenever you've made up your mind. To keep things clear, here are a few quick notes for when you're ready:
- Your Deadline: Since your policy was delivered on May 20, 2025, your 30-day free-look period runs through June 19, 2025.
- What to do: Just reach back out to us anytime on or before June 19, let any representative know you'd like to exercise your free-look cancellation, and we will process the cancellation and the full $1,852.12 refund immediately.
There is nothing you need to do today, and your coverage remains active in the meantime.
Is there anything else I can help you with today, or any other questions I can answer for you?
Customer
No, that's really all I needed. Thank you so much for walking me through this — I feel so much better knowing I have options and won't lose my money. I'll think it over and reach out if I need to cancel.
Agent
28k in · 164 out · $0.04 · 3.0s⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}You are very welcome, Eleanor! I'm so glad I could give you some peace of mind today. Take all the time you need to think it over. We are here whenever you're ready.
Thank you for contacting PEICO, and have a wonderful rest of your day!