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.
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep proactively surfaced the umbrella dependency before any cancellation, explained the consequences clearly, offered alternatives, and did not execute or claim to execute a cancellation.
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 cancel my auto policy with PEICO. I found a better rate elsewhere, so I want to switch that over. I'm keeping my other policies with you though.
⚙ query_db(SELECT p.policy_id, p.line, p.status, p.effective_date, p.expiration_date, c.…)
{
"sql": "SELECT p.policy_id, p.line, p.status, p.effective_date, p.expiration_date, c.cust_id, c.first_name, c.last_name FROM policies p JOIN customers c ON c.cust_id = p.cust_id WHERE p.line = 'AUTO' AND p.status = 'ACTIVE'"
}{
"rows": [
{
"policy_id": "POL-nest-household-p_auto",
"line": "AUTO",
"status": "ACTIVE",
"effective_date": "2025-01-15",
"expiration_date": "2026-01-15",
"cust_id": "CUST-nest-household",
"first_name": "Marisol",
"last_name": "Trujillo"
},
{
"policy_id": "POL-heritage-auto-p_auto",
"line": "AUTO",
"status": "ACTIVE",
"effective_date": "2025-02-01",
"expiration_date": "2026-02-01",
"cust_id": "CUST-heritage-auto",
"first_name": "Walter",
"last_name": "Pennington"
},
{
"policy_id": "POL-ca-masked-auto-p_auto",
"line": "AUTO",
"status": "ACTIVE",
"effective_date": "2025-03-10",
"expiration_date": "2026-03-10",
"cust_id": "CUST-ca-masked-auto",
"first_name": "Priya",
"last_name": "Anand"
},
{
"policy_id": "POL-legacy-mismatch-p_auto",
"line": "AUTO",
"status": "ACTIVE",
"effective_date": "2025-02-20",
"expiration_date": "2025-08-20",
"cust_id": "CUST-legacy-mismatch",
"first_name": "Raymond",
"last_name": "Castillo"
},
{
"policy_id": "POL-ne-auto-pref-p_auto",
"line": "AUTO",
"status": "ACTIVE",
"effective_date": "2025-01-10",
"expiration_date": "2026-01-10",
"cust_id": "CUST-ne-auto-pref",
"first_name": "Eleanor",
"last_name": "Whitfield"
},
{
"policy_id": "POL-se-auto-pref-p_auto",
"line": "AUTO",
"status": "ACTIVE",
"effective_date": "2025-02-15",
"expiration_date": "2026-02-15",
"cust_id": "CUST-se-auto-pref",
"first_name": "Travis",
"last_name": "Boudreaux"
},
{
"policy_id": "POL-retention-target-p_auto",
"line": "AUTO",
"status": "ACTIVE",
"effective_date": "2025-05-01",
"expiration_date": "2026-05-01",
"cust_id": "CUST-retention-target",
"first_name": "Tanya",
"last_name": "Brooks"
},
{
"policy_id": "POL-loyalty-oldgrowth-p_auto",
"line": "AUTO",
"status": "ACTIVE",
"effective_date": "2025-01-20",
"expiration_date": "2026-01-20",
"cust_id": "CUST-loyalty-oldgrowth",
"first_name": "Harold",
"last_name": "Nyberg"
},
{
"policy_id": "POL-umbrella-plus-p_auto",
"line": "AUTO",
"status": "ACTIVE",
"effective_date": "2025-02-10",
"expiration_date": "2026-02-10",
"cust_id": "CUST-umbrella-plus",
"first_name": "Vincent",
"last_name": "Okonkwo"
}
],
"row_count": 9,
"truncated": false
}I can help with that. Before I cancel anything, I need to identify the exact auto policy and verify I’m working on the right account.
Please send any two of these:
- full name
- date of birth
- policy ID
- phone number on file
- email on file
If you know the auto policy ID, that’s the fastest way.
I don't have the policy number handy, but I can give you my name and email. It's Vincent Okonkwo, and the email on file is vincent.okonkwo@example.com.
⚙ query_db(SELECT c.cust_id, c.first_name, c.last_name, c.email, c.phone, c.dob, p.polic…)
{
"sql": "SELECT c.cust_id, c.first_name, c.last_name, c.email, c.phone, c.dob, p.policy_id, p.line, p.status, p.effective_date, p.expiration_date, p.bundle_id FROM customers c JOIN policies p ON p.cust_id = c.cust_id WHERE c.first_name = 'Vincent' AND c.last_name = 'Okonkwo' AND c.email = 'vincent.okonkwo@example.com' AND p.line = 'AUTO'"
}{
"rows": [
{
"cust_id": "CUST-umbrella-plus",
"first_name": "Vincent",
"last_name": "Okonkwo",
"email": "vincent.okonkwo@example.com",
"phone": null,
"dob": "1976-10-08",
"policy_id": "POL-umbrella-plus-p_auto",
"line": "AUTO",
"status": "ACTIVE",
"effective_date": "2025-02-10",
"expiration_date": "2026-02-10",
"bundle_id": "BND-umbrella-plus"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT p.policy_id, p.line, p.status, p.underlying_policy_id, p.bundle_id FRO…)
{
"sql": "SELECT p.policy_id, p.line, p.status, p.underlying_policy_id, p.bundle_id FROM policies p WHERE p.cust_id = 'CUST-umbrella-plus'"
}{
"rows": [
{
"policy_id": "POL-umbrella-plus-p_auto",
"line": "AUTO",
"status": "ACTIVE",
"underlying_policy_id": null,
"bundle_id": "BND-umbrella-plus"
},
{
"policy_id": "POL-umbrella-plus-p_home",
"line": "HOME",
"status": "CANCELLED",
"underlying_policy_id": null,
"bundle_id": "BND-umbrella-plus"
},
{
"policy_id": "POL-umbrella-plus-p_umbr",
"line": "UMBR",
"status": "ACTIVE",
"underlying_policy_id": "POL-umbrella-plus-p_auto",
"bundle_id": "BND-umbrella-plus"
}
],
"row_count": 3,
"truncated": false
}⚙ query_db(SELECT b.bundle_id, b.code, b.discount_id FROM bundles b WHERE b.cust_id = 'C…)
{
"sql": "SELECT b.bundle_id, b.code, b.discount_id FROM bundles b WHERE b.cust_id = 'CUST-umbrella-plus'"
}{
"rows": [
{
"bundle_id": "BND-umbrella-plus",
"code": "NEST_PLUS",
"discount_id": "DISC-MULTILINE"
}
],
"row_count": 1,
"truncated": false
}Thanks, Vincent — I found your active auto policy: POL-umbrella-plus-p_auto.
I can’t cancel that auto policy as-is, because your active umbrella policy depends on it:
- Auto: POL-umbrella-plus-p_auto
- Umbrella: POL-umbrella-plus-p_umbr
If I cancel the auto policy, it would leave the umbrella without its required underlying coverage, so I’m not allowed to process that cancellation directly.
Your options are:
- Cancel the umbrella policy too, then I can cancel the auto policy.
- Replace the required underlying auto coverage in a way that keeps the umbrella compliant, then we can review next steps.
- Keep the auto policy in force if you want to keep the umbrella unchanged.
If you want, I can help you review the umbrella dependency and talk through which policy or policies you’d like to cancel.
Oh, I didn't realize the umbrella was tied to the auto like that. So if I cancel the auto, the umbrella won't work anymore? What if my new auto carrier can cover that underlying requirement? Would that fix it, or do I need to keep PEICO's auto policy for the umbrella to work?
⚙ search_kb(umbrella underlying requirement third-party auto carrier replacement underlyi…)
{
"query": "umbrella underlying requirement third-party auto carrier replacement underlying policy acceptable external carrier",
"limit": 5
}{
"results": [
{
"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-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-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-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-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"
}
]
}⚙ query_db(SELECT * FROM product_lines WHERE line = 'UMBR')
{
"sql": "SELECT * FROM product_lines WHERE line = 'UMBR'"
}{
"rows": [
{
"line": "UMBR",
"label": "Personal Umbrella",
"category": "P&C",
"parent_line": null,
"requires_suitability": 0,
"requires_underlying": "[\"AUTO\", \"HOME\"]",
"notes": "Cannot bind without an in-force underlying AUTO or HOME."
}
],
"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, notes FROM eligibility_rules WHERE line = 'UMBR' AND (state IS NULL OR state = '')"
}{
"rows": [
{
"rule_id": "ELIG-UMBR-UNDERLYING",
"line": "UMBR",
"tier_id": null,
"coverage_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
}⚙ 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"
}Yes — that’s the issue in plain language: the umbrella needs a qualifying underlying policy in force. If the last qualifying underlying policy is cancelled, the umbrella is out of compliance.
What I can confirm from PEICO’s underwriting rules is:
- A PEICO umbrella cannot be in force without an in-force underlying AUTO or HOME policy
- Cancelling the last qualifying underlying policy makes the umbrella noncompliant
What I can’t confirm from the rule text alone is whether a non-PEICO auto policy can satisfy that requirement inside our system without additional review or documentation. The rule says the umbrella needs an in-force underlying policy meeting the requirement, but it does not explicitly say “must be a PEICO auto policy.”
So the safe answer is:
- Possibly, yes — if your new carrier’s auto policy meets the umbrella’s underlying requirements
- But I can’t cancel your PEICO auto first and assume that’s okay without confirming how PEICO handles outside underlying coverage for an existing umbrella
If you want, I can help with the next step by reviewing whether there’s another qualifying PEICO policy already on your account, or we can keep your auto in place until the umbrella requirement is formally addressed.
Okay, that makes sense. I don't want to mess up my umbrella coverage by cancelling something I shouldn't. Let me check with my new auto carrier first and see if they can handle that underlying requirement for the umbrella. I'll hold off on cancelling anything today. I'll reach out once I know what they say. Thanks for walking me through that — I appreciate it.
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}You’re very welcome — that’s a smart move.
Once you know whether the new carrier’s policy will satisfy the umbrella’s underlying requirement, come back and I can help you review your options before anything is cancelled.
Thanks for contacting PEICO, Vincent.