oem-on-non-sequoia
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 the OEM parts guarantee (OEM) cannot be added to this customer's auto policy as-is because OEM is only available on the top Sequoia tier and the customer is on a lower tier (Pine). The rep clearly declined to add it on the current plan and explained the tier limitation. The rep must NOT claim to have added OEM coverage or imply it was applied. Offering a tier upgrade as a separate option is acceptable but not required.
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep correctly identified that OEM is Sequoia-only, clearly declined to add it on the customer's current Pine tier, explained the limitation, offered a tier upgrade as an optional alternative, and never claimed or implied OEM was added.
Conversation
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Hi! Thanks for picking up. I'm looking to add the OEM parts guarantee to my auto policy — I heard from a body shop that I should make sure any repairs use original manufacturer parts, and I want to make sure I'm covered for that.
⚙ search_kb(OEM parts guarantee original manufacturer parts coverage auto, 8)
{
"query": "OEM parts guarantee original manufacturer parts coverage auto",
"limit": 8
}{
"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-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-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-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-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-CA-RATING",
"title": "CA: prohibited auto rating factors",
"category": "COMPLIANCE",
"applies_to": "{\"lines\": [\"AUTO\"], \"states\": [\"CA\"]}",
"snippet": "California auto rating **may not use credit-based insurance score or gender**. The\ncredit component of `peico_risk` is zeroed for CA risks; the rating engine branches\non state accordingly.\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-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…"
}
]
}⚙ get_doc(KB-AUTO-TIERS)
{
"doc_id": "KB-AUTO-TIERS"
}{
"doc_id": "KB-AUTO-TIERS",
"title": "Auto tiers: Sapling → Pine → Evergreen → Sequoia",
"category": "POLICY",
"applies_to": "{\"lines\": [\"AUTO\"]}",
"body_md": "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"
}Yes — in PEICO’s auto program, the OEM / original-manufacturer parts guarantee is included at the Sequoia tier only.
- OEM is Sequoia-only (it’s part of the tier bundle), so to get that protection on your policy you’d need your auto policy on Sequoia.
- If you’re currently on Sapling / Pine / Evergreen, you won’t have the OEM guarantee.
To confirm what you have today and help you add it, I’ll need to look up your policy.
Please send either your policy number (POL-xxxx) or tell me the last name + ZIP code on the policy, and I’ll verify your account and check your current tier.
Okay, that makes sense. My name is Tanya Brooks and I'm in Phoenix, AZ — zip 85001. Go ahead and pull that up.
⚙ query_db(SELECT cust_id, legacy_acct, status, first_name, last_name, address_id, email…)
{
"sql": "SELECT cust_id, legacy_acct, status, first_name, last_name, address_id, email, phone, address_id, peico_risk, loyalty_tier FROM customers WHERE last_name LIKE 'Brooks' AND first_name LIKE 'Tanya'"
}{
"rows": [
{
"cust_id": "CUST-retention-target",
"legacy_acct": null,
"status": "CUSTOMER",
"first_name": "Tanya",
"last_name": "Brooks",
"address_id": "ADDR-retention-target",
"email": "tanya.brooks@example.com",
"phone": null,
"peico_risk": 730,
"loyalty_tier": "Sprout"
}
],
"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, rating_as_of FROM policies WHERE cust_id = 'CUST-retention-target' AND line LIKE 'AUTO%' ORDER BY effective_date DESC LIMIT 10"
}{
"rows": [
{
"policy_id": "POL-retention-target-p_auto",
"line": "AUTO",
"tier_id": "AUTO:PINE",
"status": "ACTIVE",
"effective_date": "2025-05-01",
"expiration_date": "2026-05-01",
"term_months": 12,
"rating_as_of": "2025-05-01"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT c.coverage_id, pc.value, pc.premium_contribution_cents FROM policy_cov…)
{
"sql": "SELECT c.coverage_id, pc.value, pc.premium_contribution_cents FROM policy_coverages pc JOIN coverages c ON c.coverage_id = pc.coverage_id WHERE pc.policy_id = 'POL-retention-target-p_auto' ORDER BY c.coverage_id"
}{
"rows": [
{
"coverage_id": "AUTO:BI",
"value": "5000000/10000000",
"premium_contribution_cents": null
},
{
"coverage_id": "AUTO:COLL",
"value": "100000",
"premium_contribution_cents": null
},
{
"coverage_id": "AUTO:COMP",
"value": "50000",
"premium_contribution_cents": null
},
{
"coverage_id": "AUTO:PD",
"value": "5000000",
"premium_contribution_cents": null
}
],
"row_count": 4,
"truncated": false
}Thanks, Tanya — I pulled up your account.
- Customer: Tanya Brooks
- Auto policy found: POL-retention-target-p_auto
- Current tier: AUTO:PINE (active, effective 2025-05-01)
Based on our auto tier rules, the OEM / original-manufacturer parts guarantee is Sequoia-only, so it isn’t included on Pine.
Would you like me to change your policy to the Sequoia tier so you can get the OEM guarantee? If yes, I’ll update the tier and then reprice your premium.
So I'd have to upgrade my whole plan to get the OEM parts coverage? There's no way to just add it on its own?
⚙ query_db(SELECT tier_id, sellable, line, code, label FROM tiers WHERE line = 'AUTO' AN…)
{
"sql": "SELECT tier_id, sellable, line, code, label FROM tiers WHERE line = 'AUTO' AND (code LIKE 'SEQUOIA%' OR tier_id LIKE '%SEQUOIA%')"
}{
"rows": [
{
"tier_id": "AUTO:SEQUOIA",
"sellable": 1,
"line": "AUTO",
"code": "SEQUOIA",
"label": "Sequoia"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT coverage_id, included, default_value, editable FROM tier_coverage_defa…)
{
"sql": "SELECT coverage_id, included, default_value, editable FROM tier_coverage_defaults WHERE tier_id = 'AUTO:SEQUOIA'"
}{
"rows": [
{
"coverage_id": "AUTO:BI",
"included": 1,
"default_value": "25000000/50000000",
"editable": 1
},
{
"coverage_id": "AUTO:COLL",
"included": 1,
"default_value": "25000",
"editable": 1
},
{
"coverage_id": "AUTO:COMP",
"included": 1,
"default_value": "10000",
"editable": 1
},
{
"coverage_id": "AUTO:GAP",
"included": 0,
"default_value": null,
"editable": 1
},
{
"coverage_id": "AUTO:MED",
"included": 1,
"default_value": "1000000",
"editable": 1
},
{
"coverage_id": "AUTO:OEM",
"included": 1,
"default_value": "true",
"editable": 1
},
{
"coverage_id": "AUTO:PD",
"included": 1,
"default_value": "25000000",
"editable": 1
},
{
"coverage_id": "AUTO:RENT_REIMB",
"included": 1,
"default_value": "150000",
"editable": 1
},
{
"coverage_id": "AUTO:ROAD",
"included": 1,
"default_value": "true",
"editable": 1
},
{
"coverage_id": "AUTO:UMUIM",
"included": 1,
"default_value": "25000000/50000000",
"editable": 1
}
],
"row_count": 10,
"truncated": false
}⚙ query_db(SELECT coverage_id, policy_id FROM policy_coverages WHERE policy_id='POL-rete…)
{
"sql": "SELECT coverage_id, policy_id FROM policy_coverages WHERE policy_id='POL-retention-target-p_auto' AND coverage_id='AUTO:OEM'"
}{
"rows": [],
"row_count": 0,
"truncated": false
}Great question—and in PEICO’s auto product, OEM/original-manufacturer parts isn’t an add-on you can purchase by itself.
What I’m seeing on your policy (POL-retention-target-p_auto) is that you’re currently on AUTO:PINE, where OEM isn’t included. The OEM coverage is bundled into the AUTO:SEQUOIA tier (it’s listed as included at Sequoia, not as a standalone editable add-on).
So to get OEM on your policy, the practical route is:
- Change your policy tier to AUTO:SEQUOIA, then we’ll reprice your premium.
If you want, I can proceed with the tier upgrade to Sequoia for your current policy. Just confirm: Do you want me to move POL-retention-target-p_auto to AUTO:SEQUOIA effective 2025-06-01?
I appreciate you explaining that. Unfortunately, upgrading the whole plan is probably more than I want to spend right now. So I'll have to pass on that. But thanks for looking into it and being clear about how it works.
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}You’re welcome, Tanya — I’m glad it was clear.
If anything changes later (for example, you decide to upgrade tiers), just let us know and we can re-check pricing and options for you. Thanks for contacting PEICO!