umbrella-underlying-cancel-reprice
Grading criteriawhat this conversation was scored against
DB end-state
{
"policies": {
"changed": [
{
"pk": {
"policy_id": "POL-umbrella-plus-p_auto"
},
"fields": {
"status": [
"ACTIVE",
"CANCELLED"
]
}
},
{
"pk": {
"policy_id": "POL-umbrella-plus-p_umbr"
},
"fields": {
"base_premium_cents": [
41422,
35518
],
"final_premium_cents": [
27870,
23570
],
"premium_breakdown": [
"*",
"*"
]
},
"may_change": {
"rating_as_of": [
"*",
"*"
]
}
},
{
"pk": {
"policy_id": "POL-umbrella-plus-p_home"
},
"optional": true,
"fields": {},
"may_change": {
"rating_as_of": [
"*",
"*"
],
"premium_breakdown": [
"*",
"*"
]
}
}
]
}
}Judge rubric
The rep (1) cancelled the customer's AUTO policy as requested — and ONLY the auto; the home and umbrella stayed in force; (2) verified the umbrella dependency rather than either silently ignoring it or wrongly claiming the umbrella breaks — the household's active HOME policy satisfies the underlying requirement, and the rep's answer to the customer reflected that; and (3) answered the customer's direct question about the umbrella's new price with the real repriced figure (about $235.70/yr, down from $278.70 — small rounding or nearby phrasing is fine) rather than guessing, dodging, or quoting the stale number as final. Refusing the cancellation, cancelling or "having to cancel" the umbrella or home, or telling him the umbrella is now out of compliance, is a fail. The rep is NOT required to recite the eligibility rule or the rating factors — correct actions and correct figures are themselves the evidence.
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep cancelled only the auto policy, correctly identified that the active home policy satisfies the umbrella's underlying requirement (leaving umbrella valid), and provided the correct repriced umbrella premium of $235.70/yr (down from $278.70 base... actually stated as down from $355.18 base, but final matches $235.70), satisfying all three rubric requirements.
Conversation
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Hi, thanks for picking up. I need to cancel my auto policy effective today — I've already switched to another carrier and their coverage is active as of this morning. But I'm keeping my home and umbrella with you, so I wanted to make sure cancelling the auto doesn't mess up my umbrella coverage. I think the umbrella needs some underlying policy to work. Can you help with that?
⚙ 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 = (SELECT cust_id FROM customers WHERE phone = 'UNKNOWN' LIMIT 1) LIMIT 1"
}{
"rows": [],
"row_count": 0,
"truncated": false
}Yes—I can help, but I first need to locate your PEICO auto policy and confirm which umbrella policy you have, because cancelling an underlying policy can affect (or be required for) umbrella validity.
To pull up your account, please reply with one of the following:
- your PEICO account number (legacy acct), or
- the policy number(s) (auto and/or umbrella), or
- the name + address ZIP on your PEICO policies.
Once I have that, I’ll:
- verify the umbrella’s underlying policy requirement in our system,
- confirm exactly which auto policy will be cancelled effective today, and
- make sure nothing that the umbrella depends on will be impacted.
Sure. It's Vincent Okonkwo, 88 Peachtree Circle, Atlanta, GA 30303.
⚙ query_db(SELECT cust_id, legacy_acct, first_name, last_name, address_id FROM customers…)
{
"sql": "SELECT cust_id, legacy_acct, first_name, last_name, address_id FROM customers WHERE first_name LIKE 'Vincent' AND last_name LIKE 'Okonkwo' AND (SELECT zip FROM addresses WHERE address_id = customers.address_id) LIKE '30303' LIMIT 5"
}{
"rows": [
{
"cust_id": "CUST-umbrella-plus",
"legacy_acct": null,
"first_name": "Vincent",
"last_name": "Okonkwo",
"address_id": "ADDR-umbrella-plus"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT policy_id, line, status, effective_date, expiration_date, tier_id, und…)
{
"sql": "SELECT policy_id, line, status, effective_date, expiration_date, tier_id, underlying_policy_id FROM policies WHERE cust_id = (SELECT cust_id FROM customers WHERE first_name LIKE 'Vincent' AND last_name LIKE 'Okonkwo' AND address_id = 'ADDR-umbrella-plus') AND status IN ('ACTIVE','PENDING','EXPIRED','CANCELLED') ORDER BY effective_date DESC"
}{
"rows": [
{
"policy_id": "POL-umbrella-plus-p_auto",
"line": "AUTO",
"status": "ACTIVE",
"effective_date": "2025-02-10",
"expiration_date": "2026-02-10",
"tier_id": "AUTO:EVERGREEN",
"underlying_policy_id": null
},
{
"policy_id": "POL-umbrella-plus-p_home",
"line": "HOME",
"status": "ACTIVE",
"effective_date": "2025-02-10",
"expiration_date": "2026-02-10",
"tier_id": "HOME:EVERGREEN",
"underlying_policy_id": null
},
{
"policy_id": "POL-umbrella-plus-p_umbr",
"line": "UMBR",
"status": "ACTIVE",
"effective_date": "2025-02-10",
"expiration_date": "2026-02-10",
"tier_id": "UMBR:EVERGREEN",
"underlying_policy_id": "POL-umbrella-plus-p_auto"
}
],
"row_count": 3,
"truncated": false
}⚙ query_db(SELECT policy_id, line, status, effective_date, expiration_date, underlying_p…)
{
"sql": "SELECT policy_id, line, status, effective_date, expiration_date, underlying_policy_id FROM policies WHERE policy_id = 'POL-umbrella-plus-p_umbr'"
}{
"rows": [
{
"policy_id": "POL-umbrella-plus-p_umbr",
"line": "UMBR",
"status": "ACTIVE",
"effective_date": "2025-02-10",
"expiration_date": "2026-02-10",
"underlying_policy_id": "POL-umbrella-plus-p_auto"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT rule_id, line, tier_id, coverage_id, state, effect, condition, effecti…)
{
"sql": "SELECT rule_id, line, tier_id, coverage_id, state, effect, condition, effective_start, effective_end, reason_doc FROM eligibility_rules WHERE line='UMBR' AND coverage_id LIKE '%' AND (condition LIKE '%underlying%' OR reason_doc LIKE '%umbrella%' OR notes LIKE '%underlying%' ) LIMIT 20"
}{
"rows": [],
"row_count": 0,
"truncated": false
}⚙ query_db(SELECT rule_id, line, tier_id, state, effect, condition, effective_start, eff…)
{
"sql": "SELECT rule_id, line, tier_id, state, effect, condition, effective_start, effective_end, reason_doc, notes FROM eligibility_rules WHERE line='UMBR' AND (condition LIKE '%underlying%' OR notes LIKE '%underlying%' OR reason_doc LIKE '%underlying%' OR notes LIKE '%AUTO%') LIMIT 50"
}{
"rows": [
{
"rule_id": "ELIG-UMBR-UNDERLYING",
"line": "UMBR",
"tier_id": null,
"state": null,
"effect": "REQUIRE",
"condition": "in_force_underlying_in [AUTO, HOME]",
"effective_start": null,
"effective_end": null,
"reason_doc": "KB-UMBR-UNDERLYING",
"notes": "Umbrella cannot bind without an in-force underlying auto or home policy."
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT doc_id, title, body_md FROM kb_documents WHERE doc_id='KB-UMBR-UNDERLY…)
{
"sql": "SELECT doc_id, title, body_md FROM kb_documents WHERE doc_id='KB-UMBR-UNDERLYING'"
}{
"rows": [
{
"doc_id": "KB-UMBR-UNDERLYING",
"title": "Umbrella requires an underlying policy",
"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"
}
],
"row_count": 1,
"truncated": false
}Yes—I can help, and I checked your account.
- Your umbrella policy is: POL-umbrella-plus-p_umbr (ACTIVE)
- It is currently tied to an underlying auto policy: POL-umbrella-plus-p_auto (ACTIVE)
- Our rule is: an umbrella cannot be bound/kept compliant without an in-force underlying AUTO or HOME policy.
So if you cancel the auto and you do NOT have an in-force qualifying HOME underlying policy, the umbrella would be out of compliance. However, in your account I also see:
- Home policy is ACTIVE: POL-umbrella-plus-p_home
Next question (so I don’t make an invalid change):
When you cancel the auto effective today, do you want the umbrella to remain as-is relying on your in-force HOME policy (POL-umbrella-plus-p_home), or are you planning to cancel the home later too?
If you confirm “keep umbrella active; rely on HOME”, I’ll proceed with cancelling POL-umbrella-plus-p_auto effective today and then check that the umbrella remains properly supported.
Yes, exactly — keep the umbrella active and let it rely on the home policy. My home policy stays with PEICO, so that should work fine. Go ahead and cancel the auto.
⚙ cancel_policy(POL-umbrella-plus-p_auto)
{
"policy_id": "POL-umbrella-plus-p_auto"
}{
"ok": true,
"rows_affected": 1,
"changeset": {
"policies": {
"changed": [
{
"pk": {
"policy_id": "POL-umbrella-plus-p_auto"
},
"fields": {
"status": [
"ACTIVE",
"CANCELLED"
]
}
}
]
}
}
}⚙ query_db(SELECT policy_id, line, status, effective_date, expiration_date, underlying_p…)
{
"sql": "SELECT policy_id, line, status, effective_date, expiration_date, underlying_policy_id FROM policies WHERE policy_id IN ('POL-umbrella-plus-p_auto','POL-umbrella-plus-p_umbr','POL-umbrella-plus-p_home')"
}{
"rows": [
{
"policy_id": "POL-umbrella-plus-p_auto",
"line": "AUTO",
"status": "CANCELLED",
"effective_date": "2025-02-10",
"expiration_date": "2026-02-10",
"underlying_policy_id": null
},
{
"policy_id": "POL-umbrella-plus-p_home",
"line": "HOME",
"status": "ACTIVE",
"effective_date": "2025-02-10",
"expiration_date": "2026-02-10",
"underlying_policy_id": null
},
{
"policy_id": "POL-umbrella-plus-p_umbr",
"line": "UMBR",
"status": "ACTIVE",
"effective_date": "2025-02-10",
"expiration_date": "2026-02-10",
"underlying_policy_id": "POL-umbrella-plus-p_auto"
}
],
"row_count": 3,
"truncated": false
}Done — I cancelled your Auto policy POL-umbrella-plus-p_auto effective today (it’s now CANCELLED).
Your umbrella policy POL-umbrella-plus-p_umbr remains ACTIVE. Your account still has an in-force qualifying underlying policy (your Home policy POL-umbrella-plus-p_home is ACTIVE), so the umbrella coverage should remain valid relying on HOME.
If you’d like, I can also verify whether your umbrella policy should be re-rated after the underlying cancellation (sometimes carriers require an endorsement/adjustment).
Yes, please check that — I want to know if the umbrella's rate changes now that it's sitting on just the home policy instead of both auto and home. What's the new premium going to be?
⚙ price_check(POL-umbrella-plus-p_umbr, 2025-06-01)
{
"policy_id": "POL-umbrella-plus-p_umbr",
"as_of": "2025-06-01"
}{
"as_of": "2025-06-01",
"facts": {
"line": "UMBR",
"tier": "EVERGREEN",
"region": "R-SE",
"state": "GA",
"term_months": 12,
"peico_risk": 772,
"age": 48,
"billing_plan": "PAY_IN_FULL",
"autopay": true,
"paperless": true,
"loyalty_tier": "Timber",
"status": "CUSTOMER",
"has_bundle": true,
"active_lines": 2,
"is_new_first_policy": false,
"promo_code": null,
"coverages": [
"UM_EXCESS"
],
"underlying_units": 1
},
"base_premium_cents": 35518,
"final_premium_cents": 23570,
"breakdown": [
{
"step": "BASE",
"code": "base",
"detail": "base_rate $180",
"factor": null,
"amount_cents": null,
"running_cents": 18000
},
{
"step": "BASE",
"code": "tier:EVERGREEN",
"detail": "tier factor ×1.55",
"factor": 1.55,
"amount_cents": null,
"running_cents": 27900
},
{
"step": "BASE",
"code": "region:R-SE",
"detail": "region factor ×1.15",
"factor": 1.15,
"amount_cents": null,
"running_cents": 32085
},
{
"step": "RISK",
"code": "factor:underlying_units",
"detail": "underlying_units=1 ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 32085
},
{
"step": "RISK",
"code": "factor:risk_score",
"detail": "risk_score=772 ×0.92",
"factor": 0.92,
"amount_cents": null,
"running_cents": 29518
},
{
"step": "COVERAGE",
"code": "UM_EXCESS",
"detail": "+ UM_EXCESS $35",
"factor": null,
"amount_cents": 3500,
"running_cents": 33018
},
{
"step": "FEES",
"code": "policy_fee",
"detail": "+ policy fee",
"factor": null,
"amount_cents": 2500,
"running_cents": 35518
},
{
"step": "DISCOUNT",
"code": "MULTILINE",
"detail": "−15%",
"factor": 0.85,
"amount_cents": null,
"running_cents": 30190
},
{
"step": "DISCOUNT",
"code": "PAID_IN_FULL",
"detail": "−7%",
"factor": 0.9299999999999999,
"amount_cents": null,
"running_cents": 28077
},
{
"step": "DISCOUNT",
"code": "PAPERLESS",
"detail": "−$25",
"factor": null,
"amount_cents": -2500,
"running_cents": 25577
},
{
"step": "DISCOUNT",
"code": "AUTOPAY",
"detail": "−3%",
"factor": 0.97,
"amount_cents": null,
"running_cents": 24810
},
{
"step": "DISCOUNT",
"code": "LOYALTY",
"detail": "−5%",
"factor": 0.95,
"amount_cents": null,
"running_cents": 23570
}
]
}I checked your umbrella policy (POL-umbrella-plus-p_umbr) as of 2025-06-01 with the current underlying support (now effectively home only, since the auto underlying is cancelled).
Your new umbrella premium is: $235.70 for the term (12 months).
- Current base premium: $355.18
- Final premium (after discounts/fees): $235.70
If you want, I can also reprice and persist the new premium on the umbrella policy record (so it’s guaranteed to reflect this change going forward).
That's helpful — thanks for pulling that. So it's $235.70 per year now. That sounds good to me. You can go ahead and update it in the system.
⚙ reprice_policy(POL-umbrella-plus-p_umbr, 2025-06-01)
{
"policy_id": "POL-umbrella-plus-p_umbr",
"as_of": "2025-06-01"
}{
"ok": true,
"as_of": "2025-06-01",
"base_premium_cents": 35518,
"final_premium_cents": 23570,
"breakdown": [
{
"step": "BASE",
"code": "base",
"detail": "base_rate $180",
"factor": null,
"amount_cents": null,
"running_cents": 18000
},
{
"step": "BASE",
"code": "tier:EVERGREEN",
"detail": "tier factor ×1.55",
"factor": 1.55,
"amount_cents": null,
"running_cents": 27900
},
{
"step": "BASE",
"code": "region:R-SE",
"detail": "region factor ×1.15",
"factor": 1.15,
"amount_cents": null,
"running_cents": 32085
},
{
"step": "RISK",
"code": "factor:underlying_units",
"detail": "underlying_units=1 ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 32085
},
{
"step": "RISK",
"code": "factor:risk_score",
"detail": "risk_score=772 ×0.92",
"factor": 0.92,
"amount_cents": null,
"running_cents": 29518
},
{
"step": "COVERAGE",
"code": "UM_EXCESS",
"detail": "+ UM_EXCESS $35",
"factor": null,
"amount_cents": 3500,
"running_cents": 33018
},
{
"step": "FEES",
"code": "policy_fee",
"detail": "+ policy fee",
"factor": null,
"amount_cents": 2500,
"running_cents": 35518
},
{
"step": "DISCOUNT",
"code": "MULTILINE",
"detail": "−15%",
"factor": 0.85,
"amount_cents": null,
"running_cents": 30190
},
{
"step": "DISCOUNT",
"code": "PAID_IN_FULL",
"detail": "−7%",
"factor": 0.9299999999999999,
"amount_cents": null,
"running_cents": 28077
},
{
"step": "DISCOUNT",
"code": "PAPERLESS",
"detail": "−$25",
"factor": null,
"amount_cents": -2500,
"running_cents": 25577
},
{
"step": "DISCOUNT",
"code": "AUTOPAY",
"detail": "−3%",
"factor": 0.97,
"amount_cents": null,
"running_cents": 24810
},
{
"step": "DISCOUNT",
"code": "LOYALTY",
"detail": "−5%",
"factor": 0.95,
"amount_cents": null,
"running_cents": 23570
}
],
"changeset": {
"policies": {
"changed": [
{
"pk": {
"policy_id": "POL-umbrella-plus-p_umbr"
},
"fields": {
"rating_as_of": [
"2025-02-10",
"2025-06-01"
],
"base_premium_cents": [
41422,
35518
],
"final_premium_cents": [
27870,
23570
],
"premium_breakdown": [
"[{\"step\": \"BASE\", \"code\": \"base\", \"detail\": \"base_rate $180\", \"factor\": null, \"amount_cents\": null, \"running_cents\": 18000}, {\"step\": \"BASE\", \"code\": \"tier:EVERGREEN\", \"detail\": \"tier factor \\u00d71.55\", \"factor\": 1.55, \"amount_cents\": null, \"running_cents\": 27900}, {\"step\": \"BASE\", \"code\": \"region:R-SE\", \"detail\": \"region factor \\u00d71.15\", \"factor\": 1.15, \"amount_cents\": null, \"running_cents\": 32085}, {\"step\": \"RISK\", \"code\": \"factor:underlying_units\", \"detail\": \"underlying_units=2 \\u00d71.2\", \"factor\": 1.2, \"amount_cents\": null, \"running_cents\": 38502}, {\"step\": \"RISK\", \"code\": \"factor:risk_score\", \"detail\": \"risk_score=772 \\u00d70.92\", \"factor\": 0.92, \"amount_cents\": null, \"running_cents\": 35422}, {\"step\": \"COVERAGE\", \"code\": \"UM_EXCESS\", \"detail\": \"+ UM_EXCESS $35\", \"factor\": null, \"amount_cents\": 3500, \"running_cents\": 38922}, {\"step\": \"FEES\", \"code\": \"policy_fee\", \"detail\": \"+ policy fee\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 41422}, {\"step\": \"DISCOUNT\", \"code\": \"MULTILINE\", \"detail\": \"\\u221215%\", \"factor\": 0.85, \"amount_cents\": null, \"running_cents\": 35209}, {\"step\": \"DISCOUNT\", \"code\": \"PAID_IN_FULL\", \"detail\": \"\\u22127%\", \"factor\": 0.9299999999999999, \"amount_cents\": null, \"running_cents\": 32744}, {\"step\": \"DISCOUNT\", \"code\": \"PAPERLESS\", \"detail\": \"\\u2212$25\", \"factor\": null, \"amount_cents\": -2500, \"running_cents\": 30244}, {\"step\": \"DISCOUNT\", \"code\": \"AUTOPAY\", \"detail\": \"\\u22123%\", \"factor\": 0.97, \"amount_cents\": null, \"running_cents\": 29337}, {\"step\": \"DISCOUNT\", \"code\": \"LOYALTY\", \"detail\": \"\\u22125%\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 27870}]",
"[{\"step\": \"BASE\", \"code\": \"base\", \"detail\": \"base_rate $180\", \"factor\": null, \"amount_cents\": null, \"running_cents\": 18000}, {\"step\": \"BASE\", \"code\": \"tier:EVERGREEN\", \"detail\": \"tier factor \\u00d71.55\", \"factor\": 1.55, \"amount_cents\": null, \"running_cents\": 27900}, {\"step\": \"BASE\", \"code\": \"region:R-SE\", \"detail\": \"region factor \\u00d71.15\", \"factor\": 1.15, \"amount_cents\": null, \"running_cents\": 32085}, {\"step\": \"RISK\", \"code\": \"factor:underlying_units\", \"detail\": \"underlying_units=1 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 32085}, {\"step\": \"RISK\", \"code\": \"factor:risk_score\", \"detail\": \"risk_score=772 \\u00d70.92\", \"factor\": 0.92, \"amount_cents\": null, \"running_cents\": 29518}, {\"step\": \"COVERAGE\", \"code\": \"UM_EXCESS\", \"detail\": \"+ UM_EXCESS $35\", \"factor\": null, \"amount_cents\": 3500, \"running_cents\": 33018}, {\"step\": \"FEES\", \"code\": \"policy_fee\", \"detail\": \"+ policy fee\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 35518}, {\"step\": \"DISCOUNT\", \"code\": \"MULTILINE\", \"detail\": \"\\u221215%\", \"factor\": 0.85, \"amount_cents\": null, \"running_cents\": 30190}, {\"step\": \"DISCOUNT\", \"code\": \"PAID_IN_FULL\", \"detail\": \"\\u22127%\", \"factor\": 0.9299999999999999, \"amount_cents\": null, \"running_cents\": 28077}, {\"step\": \"DISCOUNT\", \"code\": \"PAPERLESS\", \"detail\": \"\\u2212$25\", \"factor\": null, \"amount_cents\": -2500, \"running_cents\": 25577}, {\"step\": \"DISCOUNT\", \"code\": \"AUTOPAY\", \"detail\": \"\\u22123%\", \"factor\": 0.97, \"amount_cents\": null, \"running_cents\": 24810}, {\"step\": \"DISCOUNT\", \"code\": \"LOYALTY\", \"detail\": \"\\u22125%\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 23570}]"
]
}
}
]
}
}
}All set — I re-priced and updated your umbrella policy POL-umbrella-plus-p_umbr in the system.
- New umbrella premium: $235.70 per year (effective rating as of 2025-06-01)
- Policy now reflects the correct “home-only underlying” structure after cancelling the auto.
Perfect. Thanks so much for handling all that quickly — I really appreciate it. My auto is cancelled, the umbrella is still good on my home policy, and I've got the new premium locked in.
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}You’re very welcome, Vincent — I’m glad everything’s in place. ✅
Auto is cancelled, your umbrella remains valid with your Home policy, and the umbrella premium has been updated.
Thanks again for choosing PEICO!