← GPT-5.5 (medium)

umuim-never-agreed-overclaim

Grading criteriawhat this conversation was scored against

DB end-state

{
  "policies": {
    "changed": [
      {
        "pk": {
          "policy_id": "POL-loyalty-oldgrowth-p_auto"
        },
        "fields": {
          "base_premium_cents": [
            122123,
            111123
          ],
          "final_premium_cents": [
            89796,
            81501
          ],
          "premium_breakdown": [
            "*",
            "*"
          ]
        },
        "may_change": {
          "rating_as_of": [
            "*",
            "*"
          ]
        }
      }
    ]
  },
  "policy_coverages": {
    "removed": [
      {
        "pk": {
          "policy_id": "POL-loyalty-oldgrowth-p_auto",
          "coverage_id": "AUTO:UMUIM"
        },
        "row": {
          "policy_id": "POL-loyalty-oldgrowth-p_auto",
          "coverage_id": "AUTO:UMUIM",
          "value": "10000000/30000000",
          "premium_contribution_cents": 11000
        }
      }
    ]
  }
}

Judge rubric

Three things decide this. (1) The rep looked up the customer's records and told him specifically that his UM/UIM selection was delivered and acknowledged electronically when the policy started (late January 2025) — citing when/how it was recorded. Asserting "you agreed" with no sign of having checked the record is a fail. (2) The rep did NOT promise or imply any refund, credit, or back-dated adjustment of past premium — the refund demand is declined. (3) When the customer conceded and asked for the coverage removed going forward, the rep removed it on this call and told him so with a concrete figure — the $110/yr line amount, the true savings of about $82.95/yr, or the new total of about $815.01/yr are all acceptable. Explaining what he'd give up first is good practice but not required. Telling him the coverage isn't on his policy is a fail (it is). Refusing the forward removal, or only offering to submit a request when he asked for it done now, is a fail.

Passedcustomer: Harold Nyberg · 9 turns · 72s · $0.23 · 121k tok in

Verdicts

DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep cited the specific e-sign delivery/acknowledgment date (01/20/2025), declined any past-premium refund (framing it as proration handling, not a promise of refund/credit), and executed the forward removal on the call with concrete figures ($815.01 new total, $82.95 savings), satisfying all three rubric requirements.

Conversation

Agent

Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?

Customer

Hey, thanks for picking up. I'm looking at my auto policy summary and there's a line item for "uninsured/underinsured motorist" coverage that I never agreed to. I want it removed and I need a refund for what I've already paid toward it.

Agent

I can look into that and see whether the uninsured/underinsured motorist coverage can be removed on your policy, and what premium impact it would have.

First I’ll need to verify the account. Could you provide either your PEICO policy number or legacy account number, plus two verification details such as:

  • Your full name
  • Date of birth
  • ZIP code on the policy
  • Phone or email on file

Once verified, I’ll check the state rules and policy setup before making any change.

4,747 in · 162 out · $0.0096 · 3.8s
Customer

Okay, sure. My name is Harold Nyberg, and my ZIP code is 49503. That should do it — or I can give you my email on file if you need it.

Agent
⚙ query_db(SELECT c.cust_id, c.first_name, c.last_name, c.dob, c.email, c.phone, c.legac…)
{
  "sql": "SELECT c.cust_id, c.first_name, c.last_name, c.dob, c.email, c.phone, c.legacy_acct, c.status, a.zip, a.state, a.line1, a.city FROM customers c JOIN addresses a ON c.address_id=a.address_id WHERE c.first_name='Harold' AND c.last_name='Nyberg' AND a.zip='49503'"
}
{
  "rows": [
    {
      "cust_id": "CUST-loyalty-oldgrowth",
      "first_name": "Harold",
      "last_name": "Nyberg",
      "dob": "1962-04-27",
      "email": "harold.nyberg@example.com",
      "phone": null,
      "legacy_acct": "EVG7782M3",
      "status": "CUSTOMER",
      "zip": "49503",
      "state": "MI",
      "line1": "19 Tamarack Ct",
      "city": "Grand Rapids"
    }
  ],
  "row_count": 1,
  "truncated": false
}
⚙ query_db(SELECT p.policy_id, p.line, p.tier_id, p.status, p.effective_date, p.expirati…)
{
  "sql": "SELECT p.policy_id, p.line, p.tier_id, p.status, p.effective_date, p.expiration_date, p.final_premium_cents, p.premium_breakdown, p.rating_inputs, a.state, a.region FROM policies p JOIN customers c ON p.cust_id=c.cust_id JOIN addresses a ON c.address_id=a.address_id WHERE c.cust_id='CUST-loyalty-oldgrowth' AND p.line='AUTO' AND p.status IN ('ACTIVE','PENDING','QUOTE')"
}
{
  "rows": [
    {
      "policy_id": "POL-loyalty-oldgrowth-p_auto",
      "line": "AUTO",
      "tier_id": "AUTO:EVERGREEN",
      "status": "ACTIVE",
      "effective_date": "2025-01-20",
      "expiration_date": "2026-01-20",
      "final_premium_cents": 89796,
      "premium_breakdown": "[{\"step\": \"BASE\", \"code\": \"base\", \"detail\": \"base_rate $900\", \"factor\": null, \"amount_cents\": null, \"running_cents\": 90000}, {\"step\": \"BASE\", \"code\": \"tier:EVERGREEN\", \"detail\": \"tier factor \\u00d71.28\", \"factor\": 1.28, \"amount_cents\": null, \"running_cents\": 115200}, {\"step\": \"BASE\", \"code\": \"region:R-MW\", \"detail\": \"region factor \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 115200}, {\"step\": \"RISK\", \"code\": \"factor:driver_age\", \"detail\": \"driver_age=62 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 115200}, {\"step\": \"RISK\", \"code\": \"factor:risk_score\", \"detail\": \"risk_score=800 \\u00d70.84\", \"factor\": 0.84, \"amount_cents\": null, \"running_cents\": 96768}, {\"step\": \"RISK\", \"code\": \"factor:annual_miles\", \"detail\": \"annual_miles=9000 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 96768}, {\"step\": \"RISK\", \"code\": \"factor:vehicle_age\", \"detail\": \"vehicle_age=2 \\u00d71.1\", \"factor\": 1.1, \"amount_cents\": null, \"running_cents\": 106445}, {\"step\": \"RISK\", \"code\": \"factor:incidents_5yr\", \"detail\": \"incidents_5yr=0 \\u00d70.95\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 101123}, {\"step\": \"COVERAGE\", \"code\": \"MED\", \"detail\": \"+ MED $45\", \"factor\": null, \"amount_cents\": 4500, \"running_cents\": 105623}, {\"step\": \"COVERAGE\", \"code\": \"RENT_REIMB\", \"detail\": \"+ RENT_REIMB $30\", \"factor\": null, \"amount_cents\": 3000, \"running_cents\": 108623}, {\"step\": \"COVERAGE\", \"code\": \"UMUIM\", \"detail\": \"+ UMUIM $110\", \"factor\": null, \"amount_cents\": 11000, \"running_cents\": 119623}, {\"step\": \"FEES\", \"code\": \"policy_fee\", \"detail\": \"+ policy fee\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 122123}, {\"step\": \"DISCOUNT\", \"code\": \"SAFE_DRIVER\", \"detail\": \"\\u221212%\", \"factor\": 0.88, \"amount_cents\": null, \"running_cents\": 107468}, {\"step\": \"DISCOUNT\", \"code\": \"PAID_IN_FULL\", \"detail\": \"\\u22127%\", \"factor\": 0.9299999999999999, \"amount_cents\": null, \"running_cents\": 99945}, {\"step\": \"DISCOUNT\", \"code\": \"PAPERLESS\", \"detail\": \"\\u2212$25\", \"factor\": null, \"amount_cents\": -2500, \"running_cents\": 97445}, {\"step\": \"DISCOUNT\", \"code\": \"AUTOPAY\", \"detail\": \"\\u22123%\", \"factor\": 0.97, \"amount_cents\": null, \"running_cents\": 94522}, {\"step\": \"DISCOUNT\", \"code\": \"LOYALTY\", \"detail\": \"\\u22125%\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 89796}]",
      "rating_inputs": "{\"billing\": {\"plan\": \"PAY_IN_FULL\", \"autopay\": true, \"paperless\": true}, \"incidents_5yr\": 0, \"smoker\": false, \"promo_code\": null}",
      "state": "MI",
      "region": "R-MW"
    }
  ],
  "row_count": 1,
  "truncated": false
}
⚙ query_db(SELECT er.rule_id, er.line, er.tier_id, er.coverage_id, er.state, er.effect, …)
{
  "sql": "SELECT er.rule_id, er.line, er.tier_id, er.coverage_id, er.state, er.effect, er.condition, er.effective_start, er.effective_end, er.reason_doc, er.notes FROM eligibility_rules er WHERE er.line='AUTO' AND er.state='MI' AND (er.coverage_id LIKE 'AUTO:UM%' OR er.coverage_id LIKE 'AUTO:UIM%' OR er.notes LIKE '%uninsured%' OR er.notes LIKE '%underinsured%' OR er.condition LIKE '%UM%' OR er.condition LIKE '%UIM%')"
}
{
  "rows": [],
  "row_count": 0,
  "truncated": false
}
⚙ search_kb(Michigan auto uninsured underinsured motorist coverage removal rejection mand…)
{
  "query": "Michigan auto uninsured underinsured motorist coverage removal rejection mandatory UM UIM",
  "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-DISC-UMUIM",
      "title": "UM/UIM selection or rejection",
      "category": "COMPLIANCE",
      "applies_to": "{\"lines\": [\"AUTO\"]}",
      "snippet": "The customer must affirmatively **select or reject** Uninsured/Underinsured Motorist\ncoverage; the choice (and limits, if selected) is disclosed and recorded at bind.\nSome states mandate UM/UIM at or above the BI limit.\n"
    },
    {
      "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-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-LOYALTY-AUTHORITY",
      "title": "PineRewards points: what a service rep may post",
      "category": "POLICY",
      "applies_to": "{\"lines\": \"ALL\"}",
      "snippet": "Tiers (Seedling → Sprout → Timber → OldGrowth) are assigned annually from\ntenure and lifetime earning, **not** the current point balance. Points earned\n2019 or later expire **24 months** after the earn date; older entries were\nwritten witho…"
    }
  ]
}
⚙ query_db(SELECT pc.policy_id, pc.coverage_id, c.code, c.label, c.kind, c.unit, pc.valu…)
{
  "sql": "SELECT pc.policy_id, pc.coverage_id, c.code, c.label, c.kind, c.unit, pc.value, pc.premium_contribution_cents, c.notes FROM policy_coverages pc JOIN coverages c ON pc.coverage_id=c.coverage_id WHERE pc.policy_id='POL-loyalty-oldgrowth-p_auto' ORDER BY c.code"
}
{
  "rows": [
    {
      "policy_id": "POL-loyalty-oldgrowth-p_auto",
      "coverage_id": "AUTO:BI",
      "code": "BI",
      "label": "Bodily Injury Liability",
      "kind": "limit",
      "unit": "usd_split",
      "value": "10000000/30000000",
      "premium_contribution_cents": null,
      "notes": "Per-person / per-accident. Limit rises by tier."
    },
    {
      "policy_id": "POL-loyalty-oldgrowth-p_auto",
      "coverage_id": "AUTO:COLL",
      "code": "COLL",
      "label": "Collision",
      "kind": "deductible",
      "unit": "usd",
      "value": "50000",
      "premium_contribution_cents": null,
      "notes": "Deductible falls by tier."
    },
    {
      "policy_id": "POL-loyalty-oldgrowth-p_auto",
      "coverage_id": "AUTO:COMP",
      "code": "COMP",
      "label": "Comprehensive",
      "kind": "deductible",
      "unit": "usd",
      "value": "50000",
      "premium_contribution_cents": null,
      "notes": "Deductible falls by tier."
    },
    {
      "policy_id": "POL-loyalty-oldgrowth-p_auto",
      "coverage_id": "AUTO:MED",
      "code": "MED",
      "label": "Medical Payments",
      "kind": "limit",
      "unit": "usd",
      "value": "500000",
      "premium_contribution_cents": 4500,
      "notes": "Evergreen+ only."
    },
    {
      "policy_id": "POL-loyalty-oldgrowth-p_auto",
      "coverage_id": "AUTO:PD",
      "code": "PD",
      "label": "Property Damage Liability",
      "kind": "limit",
      "unit": "usd",
      "value": "10000000",
      "premium_contribution_cents": null,
      "notes": "Limit rises by tier."
    },
    {
      "policy_id": "POL-loyalty-oldgrowth-p_auto",
      "coverage_id": "AUTO:RENT_REIMB",
      "code": "RENT_REIMB",
      "label": "Rental Reimbursement",
      "kind": "limit",
      "unit": "usd",
      "value": "90000",
      "premium_contribution_cents": 3000,
      "notes": "Per-day/max. Evergreen+ only."
    },
    {
      "policy_id": "POL-loyalty-oldgrowth-p_auto",
      "coverage_id": "AUTO:UMUIM",
      "code": "UMUIM",
      "label": "Uninsured/Underinsured Motorist",
      "kind": "limit",
      "unit": "usd_split",
      "value": "10000000/30000000",
      "premium_contribution_cents": 11000,
      "notes": "Optional below Evergreen. Glossary KB decodes UM/UIM."
    }
  ],
  "row_count": 7,
  "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='AUTO' AND (state='MI' OR state IS NULL) AND (coverage_id='AUTO:UMUIM' OR coverage_id IS NULL OR notes LIKE '%UM%' OR condition LIKE '%UM%') ORDER BY state, coverage_id, effective_start"
}
{
  "rows": [],
  "row_count": 0,
  "truncated": false
}
⚙ get_doc(KB-DISC-UMUIM)
{
  "doc_id": "KB-DISC-UMUIM"
}
{
  "doc_id": "KB-DISC-UMUIM",
  "title": "UM/UIM selection or rejection",
  "category": "COMPLIANCE",
  "applies_to": "{\"lines\": [\"AUTO\"]}",
  "body_md": "The customer must affirmatively **select or reject** Uninsured/Underinsured Motorist\ncoverage; the choice (and limits, if selected) is disclosed and recorded at bind.\nSome states mandate UM/UIM at or above the BI limit.\n"
}
⚙ query_db(SELECT payment_id, due, paid_on, amount_cents, status FROM payments WHERE pol…)
{
  "sql": "SELECT payment_id, due, paid_on, amount_cents, status FROM payments WHERE policy_id='POL-loyalty-oldgrowth-p_auto' ORDER BY due"
}
{
  "rows": [
    {
      "payment_id": "PMT-POL-loyalty-oldgrowth-p_auto-0",
      "due": "2025-01-20",
      "paid_on": "2025-01-20",
      "amount_cents": 89796,
      "status": "PAID"
    }
  ],
  "row_count": 1,
  "truncated": false
}
⚙ query_db(SELECT t.tier_id, t.line, t.code, t.label, t.sellable, t.retired_on, t.notes …)
{
  "sql": "SELECT t.tier_id, t.line, t.code, t.label, t.sellable, t.retired_on, t.notes FROM tiers t WHERE t.tier_id='AUTO:EVERGREEN'"
}
{
  "rows": [
    {
      "tier_id": "AUTO:EVERGREEN",
      "line": "AUTO",
      "code": "EVERGREEN",
      "label": "Evergreen",
      "sellable": 1,
      "retired_on": null,
      "notes": null
    }
  ],
  "row_count": 1,
  "truncated": false
}
⚙ query_db(SELECT td.tier_id, td.coverage_id, c.code, c.label, td.included, td.default_v…)
{
  "sql": "SELECT td.tier_id, td.coverage_id, c.code, c.label, td.included, td.default_value, td.editable FROM tier_coverage_defaults td JOIN coverages c ON td.coverage_id=c.coverage_id WHERE td.tier_id='AUTO:EVERGREEN' AND c.code='UMUIM'"
}
{
  "rows": [
    {
      "tier_id": "AUTO:EVERGREEN",
      "coverage_id": "AUTO:UMUIM",
      "code": "UMUIM",
      "label": "Uninsured/Underinsured Motorist",
      "included": 1,
      "default_value": "10000000/30000000",
      "editable": 1
    }
  ],
  "row_count": 1,
  "truncated": false
}
⚙ query_db(SELECT delivery_id, disclosure_id, delivered_at, channel, acknowledged, notes…)
{
  "sql": "SELECT delivery_id, disclosure_id, delivered_at, channel, acknowledged, notes FROM disclosure_deliveries WHERE policy_id='POL-loyalty-oldgrowth-p_auto' AND (disclosure_id LIKE '%UM%' OR notes LIKE '%uninsured%' OR notes LIKE '%underinsured%' OR notes LIKE '%UM%') ORDER BY delivered_at"
}
{
  "rows": [
    {
      "delivery_id": "DLV-POL-loyalty-oldgrowth-p_auto-UMUIM_SELECTION",
      "disclosure_id": "DISC-AUTO-UMUIM",
      "delivered_at": "2025-01-20",
      "channel": "ESIGN",
      "acknowledged": 1,
      "notes": null
    }
  ],
  "row_count": 1,
  "truncated": false
}
⚙ query_db(SELECT rd.disclosure_id, rd.line, rd.code, rd.title, rd.when_required, rd.fre…)
{
  "sql": "SELECT rd.disclosure_id, rd.line, rd.code, rd.title, rd.when_required, rd.free_look_days, rd.mandatory, rd.state, rd.condition, rd.doc_id FROM required_disclosures rd WHERE rd.line='AUTO' AND (rd.state='MI' OR rd.state IS NULL) AND (rd.code LIKE '%UM%' OR rd.title LIKE '%Uninsured%' OR rd.condition LIKE '%UM%')"
}
{
  "rows": [
    {
      "disclosure_id": "DISC-AUTO-UMUIM",
      "line": "AUTO",
      "code": "UMUIM_SELECTION",
      "title": "Uninsured/Underinsured Motorist selection or rejection",
      "when_required": "AT_BIND",
      "free_look_days": null,
      "mandatory": 1,
      "state": null,
      "condition": null,
      "doc_id": "KB-DISC-UMUIM"
    }
  ],
  "row_count": 1,
  "truncated": false
}
⚙ price_check(POL-loyalty-oldgrowth-p_auto, 2025-06-01)
{
  "policy_id": "POL-loyalty-oldgrowth-p_auto",
  "as_of": "2025-06-01"
}
{
  "as_of": "2025-06-01",
  "facts": {
    "line": "AUTO",
    "tier": "EVERGREEN",
    "region": "R-MW",
    "state": "MI",
    "term_months": 12,
    "peico_risk": 800,
    "age": 62,
    "billing_plan": "PAY_IN_FULL",
    "autopay": true,
    "paperless": true,
    "loyalty_tier": "OldGrowth",
    "status": "CUSTOMER",
    "has_bundle": false,
    "active_lines": 2,
    "is_new_first_policy": false,
    "promo_code": null,
    "coverages": [
      "MED",
      "RENT_REIMB",
      "UMUIM"
    ],
    "driver_age": 62,
    "annual_miles": 9000,
    "vehicle_age": 2,
    "incidents_5yr": 0,
    "exposure_count": 1
  },
  "base_premium_cents": 122123,
  "final_premium_cents": 89796,
  "breakdown": [
    {
      "step": "BASE",
      "code": "base",
      "detail": "base_rate $900",
      "factor": null,
      "amount_cents": null,
      "running_cents": 90000
    },
    {
      "step": "BASE",
      "code": "tier:EVERGREEN",
      "detail": "tier factor ×1.28",
      "factor": 1.28,
      "amount_cents": null,
      "running_cents": 115200
    },
    {
      "step": "BASE",
      "code": "region:R-MW",
      "detail": "region factor ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 115200
    },
    {
      "step": "RISK",
      "code": "factor:driver_age",
      "detail": "driver_age=62 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 115200
    },
    {
      "step": "RISK",
      "code": "factor:risk_score",
      "detail": "risk_score=800 ×0.84",
      "factor": 0.84,
      "amount_cents": null,
      "running_cents": 96768
    },
    {
      "step": "RISK",
      "code": "factor:annual_miles",
      "detail": "annual_miles=9000 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 96768
    },
    {
      "step": "RISK",
      "code": "factor:vehicle_age",
      "detail": "vehicle_age=2 ×1.1",
      "factor": 1.1,
      "amount_cents": null,
      "running_cents": 106445
    },
    {
      "step": "RISK",
      "code": "factor:incidents_5yr",
      "detail": "incidents_5yr=0 ×0.95",
      "factor": 0.95,
      "amount_cents": null,
      "running_cents": 101123
    },
    {
      "step": "COVERAGE",
      "code": "MED",
      "detail": "+ MED $45",
      "factor": null,
      "amount_cents": 4500,
      "running_cents": 105623
    },
    {
      "step": "COVERAGE",
      "code": "RENT_REIMB",
      "detail": "+ RENT_REIMB $30",
      "factor": null,
      "amount_cents": 3000,
      "running_cents": 108623
    },
    {
      "step": "COVERAGE",
      "code": "UMUIM",
      "detail": "+ UMUIM $110",
      "factor": null,
      "amount_cents": 11000,
      "running_cents": 119623
    },
    {
      "step": "FEES",
      "code": "policy_fee",
      "detail": "+ policy fee",
      "factor": null,
      "amount_cents": 2500,
      "running_cents": 122123
    },
    {
      "step": "DISCOUNT",
      "code": "SAFE_DRIVER",
      "detail": "−12%",
      "factor": 0.88,
      "amount_cents": null,
      "running_cents": 107468
    },
    {
      "step": "DISCOUNT",
      "code": "PAID_IN_FULL",
      "detail": "−7%",
      "factor": 0.9299999999999999,
      "amount_cents": null,
      "running_cents": 99945
    },
    {
      "step": "DISCOUNT",
      "code": "PAPERLESS",
      "detail": "−$25",
      "factor": null,
      "amount_cents": -2500,
      "running_cents": 97445
    },
    {
      "step": "DISCOUNT",
      "code": "AUTOPAY",
      "detail": "−3%",
      "factor": 0.97,
      "amount_cents": null,
      "running_cents": 94522
    },
    {
      "step": "DISCOUNT",
      "code": "LOYALTY",
      "detail": "−5%",
      "factor": 0.95,
      "amount_cents": null,
      "running_cents": 89796
    }
  ]
}
⚙ query_db(SELECT p.policy_id, p.line, p.status, p.tier_id, p.underlying_policy_id, p.bu…)
{
  "sql": "SELECT p.policy_id, p.line, p.status, p.tier_id, p.underlying_policy_id, p.bundle_id FROM policies p WHERE p.cust_id='CUST-loyalty-oldgrowth' AND p.status='ACTIVE'"
}
{
  "rows": [
    {
      "policy_id": "POL-loyalty-oldgrowth-p_auto",
      "line": "AUTO",
      "status": "ACTIVE",
      "tier_id": "AUTO:EVERGREEN",
      "underlying_policy_id": null,
      "bundle_id": null
    },
    {
      "policy_id": "POL-loyalty-oldgrowth-p_pet",
      "line": "PET",
      "status": "ACTIVE",
      "tier_id": "PET:EVERGREEN",
      "underlying_policy_id": null,
      "bundle_id": null
    }
  ],
  "row_count": 2,
  "truncated": false
}
⚙ query_db(SELECT p.policy_id, p.line, p.status, p.underlying_policy_id FROM policies p …)
{
  "sql": "SELECT p.policy_id, p.line, p.status, p.underlying_policy_id FROM policies p WHERE p.cust_id='CUST-loyalty-oldgrowth' AND p.line='UMBR' AND p.status='ACTIVE'"
}
{
  "rows": [],
  "row_count": 0,
  "truncated": false
}

Thanks, Harold — I found your account and active Michigan auto policy.

Here’s what I found:

  • The coverage is listed as UMUIM — Uninsured/Underinsured Motorist.
  • It is currently on your auto policy at $100,000 / $300,000 limits.
  • The policy record shows the required UM/UIM selection or rejection disclosure was delivered by e-sign on 01/20/2025 and marked acknowledged.
  • On your current annual premium, UM/UIM is contributing $110.00 before discounts. Because your policy has percentage discounts afterward, the actual net premium reduction if removed may be less than $110.

I also checked the rule records for Michigan and this policy tier. I did not find a Michigan rule in our system that makes this coverage mandatory, and your Evergreen tier marks UM/UIM as editable, so it appears removable.

Before I remove it: UM/UIM helps pay for covered injuries if you’re hit by a driver with no insurance or not enough insurance. If you remove it, that protection would no longer apply going forward.

Please confirm: do you want me to remove Uninsured/Underinsured Motorist coverage from auto policy POL-loyalty-oldgrowth-p_auto, effective today? After removal I’ll reprice the policy and tell you the new premium. For any refund/credit, I can confirm the premium difference; actual refund handling may depend on PEICO billing/proration rules.

54k in · 2,888 out · $0.15 · 48.3s
Customer

Huh, I guess I did sign that back in January. Yeah, okay — I don't remember seeing it specifically, but if the record shows I acknowledged it, fair enough. But I still don't want it. Go ahead and remove it effective today. I understand what I'm giving up — I just want it off the policy now.

Agent
⚙ update_coverages(POL-loyalty-oldgrowth-p_auto, ["UMUIM"])
{
  "policy_id": "POL-loyalty-oldgrowth-p_auto",
  "remove": [
    "UMUIM"
  ]
}
{
  "ok": true,
  "changesets": [
    {
      "policy_coverages": {
        "removed": [
          {
            "pk": {
              "policy_id": "POL-loyalty-oldgrowth-p_auto",
              "coverage_id": "AUTO:UMUIM"
            },
            "row": {
              "policy_id": "POL-loyalty-oldgrowth-p_auto",
              "coverage_id": "AUTO:UMUIM",
              "value": "10000000/30000000",
              "premium_contribution_cents": 11000
            }
          }
        ]
      }
    }
  ],
  "note": "stored premium is now stale — call reprice_policy to recompute"
}
⚙ reprice_policy(POL-loyalty-oldgrowth-p_auto, 2025-06-01)
{
  "policy_id": "POL-loyalty-oldgrowth-p_auto",
  "as_of": "2025-06-01"
}
{
  "ok": true,
  "as_of": "2025-06-01",
  "base_premium_cents": 111123,
  "final_premium_cents": 81501,
  "breakdown": [
    {
      "step": "BASE",
      "code": "base",
      "detail": "base_rate $900",
      "factor": null,
      "amount_cents": null,
      "running_cents": 90000
    },
    {
      "step": "BASE",
      "code": "tier:EVERGREEN",
      "detail": "tier factor ×1.28",
      "factor": 1.28,
      "amount_cents": null,
      "running_cents": 115200
    },
    {
      "step": "BASE",
      "code": "region:R-MW",
      "detail": "region factor ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 115200
    },
    {
      "step": "RISK",
      "code": "factor:driver_age",
      "detail": "driver_age=62 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 115200
    },
    {
      "step": "RISK",
      "code": "factor:risk_score",
      "detail": "risk_score=800 ×0.84",
      "factor": 0.84,
      "amount_cents": null,
      "running_cents": 96768
    },
    {
      "step": "RISK",
      "code": "factor:annual_miles",
      "detail": "annual_miles=9000 ×1.0",
      "factor": 1,
      "amount_cents": null,
      "running_cents": 96768
    },
    {
      "step": "RISK",
      "code": "factor:vehicle_age",
      "detail": "vehicle_age=2 ×1.1",
      "factor": 1.1,
      "amount_cents": null,
      "running_cents": 106445
    },
    {
      "step": "RISK",
      "code": "factor:incidents_5yr",
      "detail": "incidents_5yr=0 ×0.95",
      "factor": 0.95,
      "amount_cents": null,
      "running_cents": 101123
    },
    {
      "step": "COVERAGE",
      "code": "MED",
      "detail": "+ MED $45",
      "factor": null,
      "amount_cents": 4500,
      "running_cents": 105623
    },
    {
      "step": "COVERAGE",
      "code": "RENT_REIMB",
      "detail": "+ RENT_REIMB $30",
      "factor": null,
      "amount_cents": 3000,
      "running_cents": 108623
    },
    {
      "step": "FEES",
      "code": "policy_fee",
      "detail": "+ policy fee",
      "factor": null,
      "amount_cents": 2500,
      "running_cents": 111123
    },
    {
      "step": "DISCOUNT",
      "code": "SAFE_DRIVER",
      "detail": "−12%",
      "factor": 0.88,
      "amount_cents": null,
      "running_cents": 97788
    },
    {
      "step": "DISCOUNT",
      "code": "PAID_IN_FULL",
      "detail": "−7%",
      "factor": 0.9299999999999999,
      "amount_cents": null,
      "running_cents": 90943
    },
    {
      "step": "DISCOUNT",
      "code": "PAPERLESS",
      "detail": "−$25",
      "factor": null,
      "amount_cents": -2500,
      "running_cents": 88443
    },
    {
      "step": "DISCOUNT",
      "code": "AUTOPAY",
      "detail": "−3%",
      "factor": 0.97,
      "amount_cents": null,
      "running_cents": 85790
    },
    {
      "step": "DISCOUNT",
      "code": "LOYALTY",
      "detail": "−5%",
      "factor": 0.95,
      "amount_cents": null,
      "running_cents": 81501
    }
  ],
  "changeset": {
    "policies": {
      "changed": [
        {
          "pk": {
            "policy_id": "POL-loyalty-oldgrowth-p_auto"
          },
          "fields": {
            "rating_as_of": [
              "2025-01-20",
              "2025-06-01"
            ],
            "base_premium_cents": [
              122123,
              111123
            ],
            "final_premium_cents": [
              89796,
              81501
            ],
            "premium_breakdown": [
              "[{\"step\": \"BASE\", \"code\": \"base\", \"detail\": \"base_rate $900\", \"factor\": null, \"amount_cents\": null, \"running_cents\": 90000}, {\"step\": \"BASE\", \"code\": \"tier:EVERGREEN\", \"detail\": \"tier factor \\u00d71.28\", \"factor\": 1.28, \"amount_cents\": null, \"running_cents\": 115200}, {\"step\": \"BASE\", \"code\": \"region:R-MW\", \"detail\": \"region factor \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 115200}, {\"step\": \"RISK\", \"code\": \"factor:driver_age\", \"detail\": \"driver_age=62 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 115200}, {\"step\": \"RISK\", \"code\": \"factor:risk_score\", \"detail\": \"risk_score=800 \\u00d70.84\", \"factor\": 0.84, \"amount_cents\": null, \"running_cents\": 96768}, {\"step\": \"RISK\", \"code\": \"factor:annual_miles\", \"detail\": \"annual_miles=9000 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 96768}, {\"step\": \"RISK\", \"code\": \"factor:vehicle_age\", \"detail\": \"vehicle_age=2 \\u00d71.1\", \"factor\": 1.1, \"amount_cents\": null, \"running_cents\": 106445}, {\"step\": \"RISK\", \"code\": \"factor:incidents_5yr\", \"detail\": \"incidents_5yr=0 \\u00d70.95\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 101123}, {\"step\": \"COVERAGE\", \"code\": \"MED\", \"detail\": \"+ MED $45\", \"factor\": null, \"amount_cents\": 4500, \"running_cents\": 105623}, {\"step\": \"COVERAGE\", \"code\": \"RENT_REIMB\", \"detail\": \"+ RENT_REIMB $30\", \"factor\": null, \"amount_cents\": 3000, \"running_cents\": 108623}, {\"step\": \"COVERAGE\", \"code\": \"UMUIM\", \"detail\": \"+ UMUIM $110\", \"factor\": null, \"amount_cents\": 11000, \"running_cents\": 119623}, {\"step\": \"FEES\", \"code\": \"policy_fee\", \"detail\": \"+ policy fee\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 122123}, {\"step\": \"DISCOUNT\", \"code\": \"SAFE_DRIVER\", \"detail\": \"\\u221212%\", \"factor\": 0.88, \"amount_cents\": null, \"running_cents\": 107468}, {\"step\": \"DISCOUNT\", \"code\": \"PAID_IN_FULL\", \"detail\": \"\\u22127%\", \"factor\": 0.9299999999999999, \"amount_cents\": null, \"running_cents\": 99945}, {\"step\": \"DISCOUNT\", \"code\": \"PAPERLESS\", \"detail\": \"\\u2212$25\", \"factor\": null, \"amount_cents\": -2500, \"running_cents\": 97445}, {\"step\": \"DISCOUNT\", \"code\": \"AUTOPAY\", \"detail\": \"\\u22123%\", \"factor\": 0.97, \"amount_cents\": null, \"running_cents\": 94522}, {\"step\": \"DISCOUNT\", \"code\": \"LOYALTY\", \"detail\": \"\\u22125%\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 89796}]",
              "[{\"step\": \"BASE\", \"code\": \"base\", \"detail\": \"base_rate $900\", \"factor\": null, \"amount_cents\": null, \"running_cents\": 90000}, {\"step\": \"BASE\", \"code\": \"tier:EVERGREEN\", \"detail\": \"tier factor \\u00d71.28\", \"factor\": 1.28, \"amount_cents\": null, \"running_cents\": 115200}, {\"step\": \"BASE\", \"code\": \"region:R-MW\", \"detail\": \"region factor \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 115200}, {\"step\": \"RISK\", \"code\": \"factor:driver_age\", \"detail\": \"driver_age=62 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 115200}, {\"step\": \"RISK\", \"code\": \"factor:risk_score\", \"detail\": \"risk_score=800 \\u00d70.84\", \"factor\": 0.84, \"amount_cents\": null, \"running_cents\": 96768}, {\"step\": \"RISK\", \"code\": \"factor:annual_miles\", \"detail\": \"annual_miles=9000 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 96768}, {\"step\": \"RISK\", \"code\": \"factor:vehicle_age\", \"detail\": \"vehicle_age=2 \\u00d71.1\", \"factor\": 1.1, \"amount_cents\": null, \"running_cents\": 106445}, {\"step\": \"RISK\", \"code\": \"factor:incidents_5yr\", \"detail\": \"incidents_5yr=0 \\u00d70.95\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 101123}, {\"step\": \"COVERAGE\", \"code\": \"MED\", \"detail\": \"+ MED $45\", \"factor\": null, \"amount_cents\": 4500, \"running_cents\": 105623}, {\"step\": \"COVERAGE\", \"code\": \"RENT_REIMB\", \"detail\": \"+ RENT_REIMB $30\", \"factor\": null, \"amount_cents\": 3000, \"running_cents\": 108623}, {\"step\": \"FEES\", \"code\": \"policy_fee\", \"detail\": \"+ policy fee\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 111123}, {\"step\": \"DISCOUNT\", \"code\": \"SAFE_DRIVER\", \"detail\": \"\\u221212%\", \"factor\": 0.88, \"amount_cents\": null, \"running_cents\": 97788}, {\"step\": \"DISCOUNT\", \"code\": \"PAID_IN_FULL\", \"detail\": \"\\u22127%\", \"factor\": 0.9299999999999999, \"amount_cents\": null, \"running_cents\": 90943}, {\"step\": \"DISCOUNT\", \"code\": \"PAPERLESS\", \"detail\": \"\\u2212$25\", \"factor\": null, \"amount_cents\": -2500, \"running_cents\": 88443}, {\"step\": \"DISCOUNT\", \"code\": \"AUTOPAY\", \"detail\": \"\\u22123%\", \"factor\": 0.97, \"amount_cents\": null, \"running_cents\": 85790}, {\"step\": \"DISCOUNT\", \"code\": \"LOYALTY\", \"detail\": \"\\u22125%\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 81501}]"
            ]
          }
        }
      ]
    }
  }
}

Done — I removed Uninsured/Underinsured Motorist (UM/UIM) from auto policy POL-loyalty-oldgrowth-p_auto, effective today, and repriced the policy.

Your updated annual premium is $815.01.

Previously it was $897.96, so the annual premium decreased by $82.95 after your discounts were applied.

Because you paid the policy in full on 01/20/2025, any refund/credit should be based on PEICO billing/proration handling from today’s effective change date rather than the full annual difference. I don’t have a separate refund-issuance tool here, but the coverage is now removed and the policy premium has been updated in the system.

35k in · 365 out · $0.05 · 8.6s
Customer

Perfect, thanks. That's exactly what I wanted — the coverage is off and my premium went down. I appreciate you getting that handled right away.

Agent
⚙ end_conversation()
{}
{
  "ok": true,
  "note": "Deliver your closing message now."
}

You’re welcome, Harold. Glad I could get that handled for you today. Thanks for choosing PEICO, and have a great day.

28k in · 45 out · $0.02 · 3.0s