Frequently Asked Questions
Everything you need to know about COPEscore, grading methodology, security, and classification standards.
1. About the Score
What does the COPEscore mean?
The score is calibrated to Lloyd's MRC Minimum Information Requirements and ISO commercial lines standards. Grade bands are defined as follows:
- Grade A (90–100) Excellent — sufficient to underwrite without further information requests.
- Grade B (75–89) Good — minor gaps only.
- Grade C (60–74) Adequate — several gaps to address before binding.
- Grade D (40–59) Poor — significant gaps present; substantive broker follow-up required.
- Grade F (0–39) Insufficient — cannot underwrite on information provided.
Why does my score seem lower than expected?
Only information explicitly present in your document counts toward the score. Implied, assumed, or inferable information scores zero.
This is intentional. A conservative score based on explicit documentation gives an accurate picture of what the broker has actually provided.
What is the difference between Confirmed, Derived, and Not Found fields?
- Confirmed (green): Found explicitly in your document. Counts toward your score.
- Derived (amber): Supported by document statements but not directly stated. Does not count toward your score. Verify with the broker.
- Not Found (gray): Absent from the document. Generates broker questions automatically.
What is the Submission Quality Score?
A separate score measuring how well the information present is documented — not how much is present. Assesses precision, currency, consistency, source reliability, and coverage of critical fields.
A high Quality score means the information present is precise, current, and from a reliable source. A low Quality score means clarification is needed before underwriting decisions can be made with confidence.
2. Classification Standards
Which standards does COPEscore AI reference?
Market context is detected automatically. The standard applied is always shown in your report.
3. The AI Engine
What AI powers COPEscore AI?
A two-stage pipeline using Google Gemini Flash and Anthropic Claude Sonnet.
Does COPEscore AI store my submission?
No. Submission documents are processed in memory and discarded after the check completes. Only your score, grade, and structured report are stored — encrypted and accessible only to your account. No property addresses or insured names are retained.
Does the AI make up information not in my submission?
No. If a field is not explicitly present in your document, it is returned as Not Found. The tool does not infer from location, industry type, or general knowledge.
4. Using the Tool
What file formats are supported?
PDF files up to 20MB. Scanned PDFs (image-based) cannot be processed — use the Paste Text option instead.
What is the difference between Commercial and Residential mode?
- Commercial: Calibrated for factories, warehouses, offices, retail, industrial. References ISO, NFPA, and Lloyd's MRC standards.
- Residential: Calibrated for household and HNW property. Assesses alarm grade, subsidence, escape of water, and other residential perils.
Can I re-download my reports?
Yes. Every check is saved to your history and can be re-downloaded at any time.
5. Payments and Account
How does the wallet work?
Your wallet holds a dollar balance. Commercial checks cost $5, residential $3. Three free credits are added on email verification. Top up with $20, $50, or $100 at any time. Funds do not expire.
What if my check fails?
Your balance is automatically refunded. The refund appears in your transaction history.
How do I contact support?
Use the chat button (bottom right) or email support@copescoreai.io directly. We respond personally within a few hours.