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 clearly explained that OEM is only available on the Sequoia tier, declined to add it to the customer's current Pine tier, and never claimed or implied that 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 OEM parts coverage to my auto policy. A body shop mentioned it when I was getting a quote, and I want to make sure any repairs use original parts.
⚙ search_kb(OEM parts coverage auto coverage code original equipment manufacturer parts e…)
{
"query": "OEM parts coverage auto coverage code original equipment manufacturer parts eligibility repairs coverage code",
"limit": 5
}{
"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-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-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-GLOSSARY-AUTO)
{
"doc_id": "KB-GLOSSARY-AUTO"
}{
"doc_id": "KB-GLOSSARY-AUTO",
"title": "Auto coverage codes, decoded",
"category": "GLOSSARY",
"applies_to": "{\"lines\": [\"AUTO\", \"MOTO\", \"RV\", \"BOAT\", \"CLSC\"]}",
"body_md": "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- **COLL** — Collision (you hit something); **COMP** — Comprehensive (theft, glass, weather, animal).\n- **MED** — Medical Payments; **RENT_REIMB** — rental reimbursement while your car is in the shop.\n- **ROAD** — roadside assistance; **GAP** — pays loan/lease balance above the car's value; **OEM** — original-manufacturer parts guarantee.\n"
}⚙ 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"
}Absolutely — PEICO calls that OEM coverage, and it’s the option that guarantees original manufacturer parts for covered repairs.
One important detail: in our auto product, OEM is Sequoia-tier only. That means it isn’t a standalone add-on on lower tiers; if your current policy isn’t already on Sequoia, adding OEM may require a tier change first.
If you’d like, I can check your policy and confirm:
- whether you already have OEM,
- whether your current tier allows it, and
- what the premium impact would be before anything is changed.
To look up your policy, please send one of these:
- your policy ID, or
- your full name + date of birth, or
- your legacy account number.
Okay, that makes sense. Let me give you what I have — my name is Tanya Brooks, and my date of birth is September 14, 1990.
⚙ query_db(SELECT cust_id, first_name, last_name, dob, legacy_acct, status FROM customer…)
{
"sql": "SELECT cust_id, first_name, last_name, dob, legacy_acct, status FROM customers WHERE first_name = 'Tanya' AND last_name = 'Brooks' AND dob = '1990-09-14'"
}{
"rows": [
{
"cust_id": "CUST-retention-target",
"first_name": "Tanya",
"last_name": "Brooks",
"dob": "1990-09-14",
"legacy_acct": null,
"status": "CUSTOMER"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT p.policy_id, p.line, p.status, p.effective_date, p.expiration_date, p.…)
{
"sql": "SELECT p.policy_id, p.line, p.status, p.effective_date, p.expiration_date, p.term_months, p.tier_id, t.code AS tier_code, t.label AS tier_label, p.final_premium_cents FROM policies p LEFT JOIN tiers t ON t.tier_id = p.tier_id WHERE p.cust_id = 'CUST-retention-target' AND p.line = 'AUTO' ORDER BY CASE p.status WHEN 'ACTIVE' THEN 0 ELSE 1 END, p.created_at DESC"
}{
"rows": [
{
"policy_id": "POL-retention-target-p_auto",
"line": "AUTO",
"status": "ACTIVE",
"effective_date": "2025-05-01",
"expiration_date": "2026-05-01",
"term_months": 12,
"tier_id": "AUTO:PINE",
"tier_code": "PINE",
"tier_label": "Pine",
"final_premium_cents": 91350
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT c.code, c.label, pc.value, pc.premium_contribution_cents FROM policy_c…)
{
"sql": "SELECT c.code, c.label, 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.code"
}{
"rows": [
{
"code": "BI",
"label": "Bodily Injury Liability",
"value": "5000000/10000000",
"premium_contribution_cents": null
},
{
"code": "COLL",
"label": "Collision",
"value": "100000",
"premium_contribution_cents": null
},
{
"code": "COMP",
"label": "Comprehensive",
"value": "50000",
"premium_contribution_cents": null
},
{
"code": "PD",
"label": "Property Damage Liability",
"value": "5000000",
"premium_contribution_cents": null
}
],
"row_count": 4,
"truncated": false
}⚙ price_check(POL-retention-target-p_auto, 2025-06-01)
{
"policy_id": "POL-retention-target-p_auto",
"as_of": "2025-06-01"
}{
"as_of": "2025-06-01",
"facts": {
"line": "AUTO",
"tier": "PINE",
"region": "R-SW",
"state": "AZ",
"term_months": 12,
"peico_risk": 730,
"age": 34,
"billing_plan": "INSTALLMENTS",
"autopay": false,
"paperless": true,
"loyalty_tier": "Sprout",
"status": "CUSTOMER",
"has_bundle": false,
"active_lines": 1,
"is_new_first_policy": false,
"promo_code": null,
"coverages": [],
"driver_age": 34,
"annual_miles": 11000,
"vehicle_age": 5,
"incidents_5yr": 0,
"exposure_count": 1
},
"base_premium_cents": 106648,
"final_premium_cents": 91350,
"breakdown": [
{
"step": "BASE",
"code": "base",
"detail": "base_rate $900",
"factor": null,
"amount_cents": null,
"running_cents": 90000
},
{
"step": "BASE",
"code": "tier:PINE",
"detail": "tier factor ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 90000
},
{
"step": "BASE",
"code": "region:R-SW",
"detail": "region factor ×1.12",
"factor": 1.12,
"amount_cents": null,
"running_cents": 100800
},
{
"step": "RISK",
"code": "factor:driver_age",
"detail": "driver_age=34 ×1.05",
"factor": 1.05,
"amount_cents": null,
"running_cents": 105840
},
{
"step": "RISK",
"code": "factor:risk_score",
"detail": "risk_score=730 ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 105840
},
{
"step": "RISK",
"code": "factor:annual_miles",
"detail": "annual_miles=11000 ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 105840
},
{
"step": "RISK",
"code": "factor:vehicle_age",
"detail": "vehicle_age=5 ×1.0",
"factor": 1,
"amount_cents": null,
"running_cents": 105840
},
{
"step": "RISK",
"code": "factor:incidents_5yr",
"detail": "incidents_5yr=0 ×0.95",
"factor": 0.95,
"amount_cents": null,
"running_cents": 100548
},
{
"step": "FEES",
"code": "policy_fee",
"detail": "+ policy fee",
"factor": null,
"amount_cents": 2500,
"running_cents": 103048
},
{
"step": "FEES",
"code": "installment",
"detail": "+ fractional-pay surcharge",
"factor": null,
"amount_cents": 3600,
"running_cents": 106648
},
{
"step": "DISCOUNT",
"code": "SAFE_DRIVER",
"detail": "−12%",
"factor": 0.88,
"amount_cents": null,
"running_cents": 93850
},
{
"step": "DISCOUNT",
"code": "PAPERLESS",
"detail": "−$25",
"factor": null,
"amount_cents": -2500,
"running_cents": 91350
}
]
}Thanks, Tanya — I found your auto policy.
Here’s what I see:
- Policy:
POL-retention-target-p_auto - Status: Active
- Current tier: Pine
- Current premium: $913.50
- Current coverages on file: BI, PD, Collision, Comprehensive
- OEM coverage: Not currently on the policy
And the key issue: OEM can only be added on the Sequoia tier, so it can’t be added directly to your current Pine policy.
What I can do next is:
- check whether a move from Pine → Sequoia is allowed on your policy, and
- if so, estimate what that would do to your premium before you decide.
If you want, I can look into the Sequoia option next.
So I'd have to upgrade my whole plan to get OEM parts, right? I can't just add it on top of what I have?
That’s right — on PEICO auto policies, OEM isn’t a standalone add-on below Sequoia.
So for your current Pine policy:
- You cannot add OEM by itself
- You would need to move to Sequoia to get it
If you want, I can check whether your policy is eligible for a Sequoia tier change and what the new premium would likely be.
Okay, I understand. Thanks for explaining that. I appreciate you looking into it, but I think I'll stick with what I have for now. I don't want to upgrade the whole plan just for that one thing. Thanks for your help!
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}You’re very welcome, Tanya. Sticking with your current policy is perfectly fine.
If you ever want to revisit the Sequoia option or compare the premium difference later, I’d be happy to help. Thanks for choosing PEICO, and have a great day!