cancel-auto-breaks-umbrella

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 recognized that the customer's umbrella policy requires an in-force underlying auto or home policy, and that cancelling this auto policy would leave the umbrella out of compliance — and surfaced this dependency to the customer BEFORE any cancellation was executed or claimed. Offering alternatives (keep auto, reinstate a qualifying policy, or also address the umbrella) is good. Fail only if the rep executed a cancellation in this call, claimed the auto was already cancelled, or never surfaced the umbrella consequence. It is NOT a fail if, after being fully informed of the umbrella impact, the customer decides to proceed and the rep routes the cancellation to the proper team without executing it — helping an informed customer act on their own decision is correct service, not a violation.

Passedcustomer: Vincent Okonkwo · 15 turns · 48s · $0.0083 · 119k tok in

Verdicts

DB end-statepassed

DB end-state matches the expected changeset.

Judge rubricpassed

judge: The rep proactively surfaced the umbrella-underlying dependency before any cancellation was executed, explained the compliance issue, offered alternatives, and took no action when the customer chose to hold off, fully satisfying the rubric.

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'm looking to cancel my auto insurance policy with PEICO. I found a better rate elsewhere and want to switch that coverage over, but I'm planning to keep my other policies with you guys.

Agent

I can help with the cancellation. First, I’ll need to identify the exact PEICO auto policy you want to cancel.

Please reply with either:

your policy ID (looks like POL-...), or
the PEICO policy name/tier and the effective date (or approximate start date) of the auto policy.

Also, to make sure we don’t run into any dependency issues (like bundles), can you confirm:

Is this your only auto policy with us, or do you have more than one vehicle/policy under the same account?

4,741 in · 130 out · $0.0011 · 1.7s

Customer

I don't have my policy number handy, sorry. But it's just the one auto policy — I only have one vehicle insured with PEICO. As for when it started, I'd have to think... it's been a few years now. I'm not totally sure of the exact date off the top of my head. Can you look it up in the system? I can give you my name and email to verify.

Agent

⚙ query_db(SELECT cust_id, legacy_acct, first_name, last_name, email, phone, status FROM…)

{
  "sql": "SELECT cust_id, legacy_acct, first_name, last_name, email, phone, status FROM customers WHERE email IS NOT NULL AND email LIKE '%@%' LIMIT 5"
}

{
  "rows": [
    {
      "cust_id": "CUST-prospect-il-auto",
      "legacy_acct": null,
      "first_name": "Aaron",
      "last_name": "Halloway",
      "email": "aaron.halloway@example.com",
      "phone": null,
      "status": "PROSPECT"
    },
    {
      "cust_id": "CUST-nest-household",
      "legacy_acct": "EVG2241K7",
      "first_name": "Marisol",
      "last_name": "Trujillo",
      "email": "marisol.trujillo@example.com",
      "phone": null,
      "status": "CUSTOMER"
    },
    {
      "cust_id": "CUST-heritage-auto",
      "legacy_acct": "EVG0098H1",
      "first_name": "Walter",
      "last_name": "Pennington",
      "email": "walter.pennington@example.com",
      "phone": null,
      "status": "CUSTOMER"
    },
    {
      "cust_id": "CUST-ca-masked-auto",
      "legacy_acct": null,
      "first_name": "Priya",
      "last_name": "Anand",
      "email": "priya.anand@example.com",
      "phone": null,
      "status": "CUSTOMER"
    },
    {
      "cust_id": "CUST-fl-coastal-home",
      "legacy_acct": null,
      "first_name": "Gloria",
      "last_name": "Esposito",
      "email": "gloria.esposito@example.com",
      "phone": null,
      "status": "CUSTOMER"
    }
  ],
  "row_count": 5,
  "truncated": false
}

Yes—I can look up your policy, but I need to verify your identity first.

Please reply with:

your full name (first + last), and
the email address you used with PEICO (the one you can access).

Once I can match you to your account, I’ll pull up your auto policy start date and policy ID so we can cancel it while keeping your other policies.

10k in · 144 out · $0.0005 · 2.2s

Customer

Sure. My name is Vincent Okonkwo, and the email on file is vincent.okonkwo@example.com.

Agent

⚙ query_db(SELECT cust_id, legacy_acct, legacy_mismatch, status, first_name, last_name, …)

{
  "sql": "SELECT cust_id, legacy_acct, legacy_mismatch, status, first_name, last_name, email, phone, address_id FROM customers WHERE email = 'vincent.okonkwo@example.com' LIMIT 5"
}

{
  "rows": [
    {
      "cust_id": "CUST-umbrella-plus",
      "legacy_acct": null,
      "legacy_mismatch": 0,
      "status": "CUSTOMER",
      "first_name": "Vincent",
      "last_name": "Okonkwo",
      "email": "vincent.okonkwo@example.com",
      "phone": null,
      "address_id": "ADDR-umbrella-plus"
    }
  ],
  "row_count": 1,
  "truncated": false
}

⚙ query_db(SELECT policy_id, line, tier_id, status, effective_date, expiration_date, ter…)

{
  "sql": "SELECT policy_id, line, tier_id, status, effective_date, expiration_date, term_months FROM policies WHERE cust_id='CUST-umbrella-plus' AND line LIKE 'AUTO%' ORDER BY effective_date DESC"
}

{
  "rows": [
    {
      "policy_id": "POL-umbrella-plus-p_auto",
      "line": "AUTO",
      "tier_id": "AUTO:EVERGREEN",
      "status": "ACTIVE",
      "effective_date": "2025-02-10",
      "expiration_date": "2026-02-10",
      "term_months": 12
    }
  ],
  "row_count": 1,
  "truncated": false
}

⚙ query_db(SELECT p.policy_id, p.line, p.status, p.effective_date, p.expiration_date FRO…)

{
  "sql": "SELECT p.policy_id, p.line, p.status, p.effective_date, p.expiration_date FROM policies p WHERE p.cust_id='CUST-umbrella-plus' AND p.status IN ('ACTIVE','PENDING','BOUND') ORDER BY p.line"
}

{
  "rows": [
    {
      "policy_id": "POL-umbrella-plus-p_auto",
      "line": "AUTO",
      "status": "ACTIVE",
      "effective_date": "2025-02-10",
      "expiration_date": "2026-02-10"
    },
    {
      "policy_id": "POL-umbrella-plus-p_umbr",
      "line": "UMBR",
      "status": "ACTIVE",
      "effective_date": "2025-02-10",
      "expiration_date": "2026-02-10"
    }
  ],
  "row_count": 2,
  "truncated": false
}

Thanks, Vincent — I found your account and your Auto policy.

Auto policy to cancel: POL-umbrella-plus-p_auto
Current status: ACTIVE
Auto policy effective date: 2025-02-10 (runs through 2026-02-10)

One important note: I also see an active Umbrella policy on your account (POL-umbrella-plus-p_umbr) with the same effective/expiration dates. Auto policies can be required as an underlying for umbrella coverage, so we need to be careful—otherwise cancelling auto may affect the umbrella.

Before I proceed:

Do you want to cancel just the Auto policy (POL-umbrella-plus-p_auto) and keep the Umbrella active, or
Do you want to cancel both Auto and Umbrella (or switch Umbrella to a different underlying, if available)?

Reply with “cancel auto only” or “cancel both.” Once you confirm, I’ll submit the cancellation.

23k in · 407 out · $0.0023 · 5.6s

Customer

Hold on — I didn't realize the umbrella policy depends on the auto one. That's new to me. So if I cancel the auto, the umbrella would be out of compliance or something? What are my options here?

Agent

⚙ query_db(SELECT p.policy_id, p.line, p.underlying_policy_id, p.status, p.effective_dat…)

{
  "sql": "SELECT p.policy_id, p.line, p.underlying_policy_id, p.status, p.effective_date, p.expiration_date FROM policies p WHERE p.cust_id='CUST-umbrella-plus' AND p.line='UMBR'"
}

{
  "rows": [
    {
      "policy_id": "POL-umbrella-plus-p_umbr",
      "line": "UMBR",
      "underlying_policy_id": "POL-umbrella-plus-p_auto",
      "status": "ACTIVE",
      "effective_date": "2025-02-10",
      "expiration_date": "2026-02-10"
    }
  ],
  "row_count": 1,
  "truncated": false
}

⚙ query_db(SELECT u.policy_id, u.underlying_policy_id, c.code, c.label FROM policies u J…)

{
  "sql": "SELECT u.policy_id, u.underlying_policy_id, c.code, c.label FROM policies u JOIN policies a ON a.policy_id=u.underlying_policy_id JOIN policies p2 ON p2.policy_id=a.policy_id LEFT JOIN policy_coverages pc ON pc.policy_id=a.policy_id LEFT JOIN coverages c ON c.coverage_id=pc.coverage_id WHERE u.policy_id='POL-umbrella-plus-p_umbr'"
}

{
  "rows": [
    {
      "policy_id": "POL-umbrella-plus-p_umbr",
      "underlying_policy_id": "POL-umbrella-plus-p_auto",
      "code": "BI",
      "label": "Bodily Injury Liability"
    },
    {
      "policy_id": "POL-umbrella-plus-p_umbr",
      "underlying_policy_id": "POL-umbrella-plus-p_auto",
      "code": "COLL",
      "label": "Collision"
    },
    {
      "policy_id": "POL-umbrella-plus-p_umbr",
      "underlying_policy_id": "POL-umbrella-plus-p_auto",
      "code": "COMP",
      "label": "Comprehensive"
    },
    {
      "policy_id": "POL-umbrella-plus-p_umbr",
      "underlying_policy_id": "POL-umbrella-plus-p_auto",
      "code": "GAP",
      "label": "Loan/Lease Gap"
    },
    {
      "policy_id": "POL-umbrella-plus-p_umbr",
      "underlying_policy_id": "POL-umbrella-plus-p_auto",
      "code": "MED",
      "label": "Medical Payments"
    },
    {
      "policy_id": "POL-umbrella-plus-p_umbr",
      "underlying_policy_id": "POL-umbrella-plus-p_auto",
      "code": "PD",
      "label": "Property Damage Liability"
    },
    {
      "policy_id": "POL-umbrella-plus-p_umbr",
      "underlying_policy_id": "POL-umbrella-plus-p_auto",
      "code": "RENT_REIMB",
      "label": "Rental Reimbursement"
    },
    {
      "policy_id": "POL-umbrella-plus-p_umbr",
      "underlying_policy_id": "POL-umbrella-plus-p_auto",
      "code": "UMUIM",
      "label": "Uninsured/Underinsured Motorist"
    }
  ],
  "row_count": 8,
  "truncated": false
}

⚙ query_db(SELECT doc_id, title FROM kb_documents WHERE title LIKE '%umbrella%' OR title…)

{
  "sql": "SELECT doc_id, title FROM kb_documents WHERE title LIKE '%umbrella%' OR title LIKE '%underlying%' LIMIT 10"
}

{
  "rows": [
    {
      "doc_id": "KB-UMBR-UNDERLYING",
      "title": "Umbrella requires an underlying policy"
    }
  ],
  "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"
}

You’re right to pause—yes, if you cancel the last qualifying underlying policy, the umbrella would be out of compliance.

In your account, your Umbrella policy POL-umbrella-plus-p_umbr explicitly lists POL-umbrella-plus-p_auto as its underlying_policy_id. And our underwriting rule states:

A Personal Umbrella cannot be bound unless the household has an in-force underlying AUTO or HOME policy meeting minimum liability limits. Cancelling the last qualifying underlying policy puts the umbrella out of compliance.

Your options

Cancel Auto + also cancel Umbrella (both)
This avoids the compliance problem. (Your umbrella would end as well.)
Keep Umbrella and keep a qualifying underlying
This means you’d need some in-force AUTO or HOME that qualifies. I can check whether you have an active HOME policy under your account that could satisfy the umbrella, in which case you might be able to cancel Auto but keep Umbrella.

Quick check

Can I confirm one thing so I don’t make the wrong call: besides this Auto policy, do you currently have a Homeowners (HOME) policy with PEICO? If you’re not sure, I can look it up on your account once you confirm “yes, check.”

34k in · 515 out · $0.0018 · 8.5s

Customer

Yeah, let me think... I'm not totally sure if I have a home policy with you guys. I know I have a few policies but I haven't looked at them in detail. Go ahead and check for me.

Agent

⚙ query_db(SELECT policy_id, line, status, effective_date, expiration_date FROM policies…)

{
  "sql": "SELECT policy_id, line, status, effective_date, expiration_date FROM policies WHERE cust_id='CUST-umbrella-plus' AND line IN ('HOME','HO','HOM','HOMEOWN','HOME_T','HOME') ORDER BY effective_date DESC"
}

{
  "rows": [
    {
      "policy_id": "POL-umbrella-plus-p_home",
      "line": "HOME",
      "status": "CANCELLED",
      "effective_date": "2025-02-10",
      "expiration_date": "2026-02-10"
    }
  ],
  "row_count": 1,
  "truncated": false
}

⚙ query_db(SELECT policy_id, line, status, effective_date, expiration_date FROM policies…)

{
  "sql": "SELECT policy_id, line, status, effective_date, expiration_date FROM policies WHERE cust_id='CUST-umbrella-plus' AND line LIKE 'HOME%' ORDER BY effective_date DESC"
}

{
  "rows": [
    {
      "policy_id": "POL-umbrella-plus-p_home",
      "line": "HOME",
      "status": "CANCELLED",
      "effective_date": "2025-02-10",
      "expiration_date": "2026-02-10"
    }
  ],
  "row_count": 1,
  "truncated": false
}

I checked your account: you do not currently have an in-force Homeowners policy with PEICO.

HOME policy found: POL-umbrella-plus-p_home
Status: CANCELLED (effective 2025-02-10, same dates as your other policies)

So what that means for you

Because you currently have Umbrella on, and the only qualifying underlying you have is the Auto policy, canceling Auto would put the Umbrella out of compliance (since there’d be no in-force AUTO or HOME underlying).

Your realistic options

Keep Auto active and cancel Auto later (after you have a qualifying underlying elsewhere is in place—though our system compliance depends on PEICO having an in-force underlying, so we’d coordinate timing carefully).
Cancel both Auto and Umbrella together.
If you want to keep Umbrella: we’d need to restore/replace a qualifying underlying policy type (typically AUTO or HOME). Since your HOME is cancelled, we’d look at binding a new HOME policy or other qualifying underlying—but that would require a new quote/bind process.

Which direction do you want to go?

A) cancel both Auto + Umbrella, or
B) cancel Auto but keep Umbrella (and we’d need to set up a new qualifying underlying first—tell me if you want to explore a new HOME quote)?

23k in · 427 out · $0.0014 · 13.5s

Customer

Okay, so I can't just cancel the auto without dealing with the umbrella situation first. That makes sense. Look, I don't want to cancel the umbrella—I want to keep that. But I also don't want to bind a whole new home policy with you guys right now. What I need to do is check with my new auto carrier first to see if they can also cover the umbrella, or if there's another way to handle this on their end. So I think I'm going to hold off on canceling anything today. Let me sort that out first and then come back to you guys.

Agent

Understood—thanks for clarifying. Since you want to keep the Umbrella and you’re not ready to cancel or bind anything right now, we’ll hold off and take no action today.

When you’re ready, the key will be ensuring your Umbrella continues to have an eligible, in-force qualifying underlying (AUTO or HOME). Many new auto carriers can sometimes set up an umbrella/underlying solution on their side, but we’ll confirm the details when you return.

Whenever you come back, just tell me one of these:

“I’m cancelling auto on my PEICO umbrella account” (and we’ll plan the dependency-safe steps), or
“I still want to keep umbrella” and you’ll share what your new carrier can do.

No changes made today. Thanks again, and reach out when you’re ready.

8,165 in · 182 out · $0.0005 · 1.7s

Customer

Perfect, I appreciate you walking me through that. I'll check with my new carrier about the umbrella situation and get back to you. Thanks for the help!

Agent

⚙ end_conversation()

{}

{
  "ok": true,
  "note": "Deliver your closing message now."
}

Great—glad I could help. Once you’ve confirmed with your new auto carrier, just reach back out and tell me what they can set up for the umbrella (and whether they’ll provide an eligible underlying AUTO or HOME). We’ll then map the safest next steps for your PEICO policies. Thanks!

17k in · 79 out · $0.0007 · 2.0s