Support device and support method

Abstract

To provide a support device and support method capable of selecting and displaying items to be checked regarding a claim for compensation.SOLUTION: A support device 1 comprises: an event information acquisition part 100a for acquiring event information relating to an event, the object of insurance claim; a storage part 102 for storing one or more processes from acquiring the event information until determining coverage for the event, and an abnormality condition for determining whether or not an abnormality exists for each of the one or more processes; a determination part 100d for determining whether or not an abnormality exists for each of the one or more processes based on prescribed information including the event information and the abnormality condition; and a display part 104 when the progress of the process determined to have the abnormality has been completed, displaying abnormality information relating to at least one process determined to have the abnormality by the determination part.SELECTED DRAWING: Figure 1

Description

[Technical field]

[0001] The present invention relates to an assistance device and an assistance method. [Background technology]

[0002] There are known systems that perform damage assessment for insurance payment processing. For example, Patent Document 1 discloses a system that compares damage data with reference data stored in a reference database and determines whether or not to pay insurance based on the comparison result. This system allows assessment judgment to be performed uniformly and centrally. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] JP 2003-030441 A Summary of the Invention [Problem to be solved by the invention]

[0004] In the process from receipt of insurance claims to payment, the person in charge often needs to approve the contents of the insurance claim and the payment amount. However, there are many items that need to be checked regarding insurance claims, and it is difficult to check all items visually.

[0005] In view of the above, an object of the present invention is to provide an assistance device and an assistance method that can select and display items to be confirmed regarding a compensation claim. [Means for solving the problem]

[0006] An assistance device according to one embodiment of the present invention includes an event information acquisition unit that acquires event information related to an event that is the subject of an insurance claim; a memory unit that stores one or more processes between the acquisition of the event information and the determination of compensation details for the event and abnormality conditions for determining whether an abnormality exists for each of the one or more processes; a determination unit that determines whether an abnormality exists for each of the one or more processes based on specified information including the event information and the abnormality conditions; and a display unit that displays abnormality information related to at least one process determined by the determination unit to have an abnormality when the progress of a process determined to have an abnormality has been completed.

[0007] An assistance method according to another aspect of the present invention has a computer execute an event information acquisition step of acquiring event information related to an event that is the subject of an insurance claim, a determination step of determining whether or not an abnormality exists for each of one or more processes based on specified information including the event information and abnormality conditions for determining whether or not an abnormality exists for each of one or more processes between the acquisition of the event information and the determination of the compensation content for the event, and a display step of displaying abnormality information related to at least one process determined to have an abnormality by the determination step when the progress of a process determined to have an abnormality has been completed. Effect of the Invention

[0008] According to the present invention, items to be confirmed regarding a compensation claim can be selected and displayed. [Brief description of the drawings]

[0009] [Figure 1] FIG. 2 is a diagram illustrating an example of a functional configuration of a system according to the present embodiment. [Diagram 2] FIG. 2 is a diagram for explaining an example of the operation of the system according to the present embodiment. [Diagram 3] FIG. 2 is a diagram for explaining an example of the operation of the system according to the present embodiment. [Figure 4] FIG. 2 is a diagram for explaining an example of the operation of the system according to the present embodiment. [Diagram 5] FIG. 2 is a diagram for explaining an example of the operation of the system according to the present embodiment. [Figure 6] FIG. 2 is a diagram for explaining an example of a display screen of the system according to the present embodiment. [Figure 7] FIG. 2 is a diagram illustrating an example of a hardware configuration of a system according to the present embodiment. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0010] A preferred embodiment of the present invention (hereinafter, referred to as "the present embodiment") will be described with reference to the accompanying drawings. In each drawing, the same reference numerals denote the same or similar configurations.

[0011] In the present invention, "part", "means", "apparatus", and "system" do not simply mean physical means, but also include cases where the functions of the "part", "means", "apparatus", and "system" are realized by software. Furthermore, the functions of one "part", "means", "apparatus", or "system" may be realized by two or more physical means, devices, or software, and the functions of two or more "parts", "means", "apparatus", or "system" may be realized by one physical means, device, or software.

[0012] A schematic diagram of the support system according to this embodiment is shown in Fig. 1. The support system accepts a compensation claim from a first terminal device 10, and executes various processes for granting compensation using a support device 1 and a second terminal device 12.

[0013] <1. System configuration> An example of the system configuration of the support system will be described with reference to FIG.

[0014] As shown in Fig. 1, the support system includes a support device 1, a first terminal device 10, a second terminal device 12, an external storage device 14, and a communication network 16. The number of terminal devices is not limited to two, for example, and may be three or more. The support device 1, the first terminal device 10, the second terminal device 12, and the external storage device 14 are connected to each other via the communication network 16. The support system may be a part of another system.

[0015] The support device 1 is an information processing device that advances the process for a user of a first terminal device 10 (hereinafter referred to as the "first user" or the "insured person") to receive insurance compensation, selects and displays items to be confirmed regarding the claim for compensation, and is capable of communicating with the first terminal device 10, the second terminal device 12, and the external storage device 14. The support device 1 can execute various processes for advancing the process by executing a predetermined program.

[0016] The first terminal device 10 is a terminal device of a user who wishes to receive compensation, and is a terminal device capable of communicating with the support device 1 and the second terminal device 12. The first terminal device 10 can also be called a user terminal device or an insured person terminal device. The first terminal device 10 can transmit event information to the support device 1 by executing a predetermined program.

[0017] The second terminal device 12 is a terminal device of a user (hereinafter referred to as "second user") who provides compensation to the user of the first terminal device 10, and is a terminal device capable of communicating with the support device 1, the first terminal device 10, and the external storage device 14. The second terminal device 12 can also be called a person in charge terminal device or an operator terminal device. The second terminal device 12 can transmit additional information to the support device 1 by executing a predetermined program.

[0018] The external storage device 14 is an information processing device in which various information is stored, and is capable of communicating with the support device 1 and the second terminal device 12. The various information includes information on the contract of the first user, information on messages transmitted and received between the first user and the second user, information on the damage suffered by the first user, information on compensation given to the first user, and the like.

[0019] Here, one or more processes between acquiring event information and determining the compensation content for the event include determining liability, initial response, damage assessment, and compensation provision.

[0020] The liability determination is a process for determining whether or not a person who manages the support device 1 (hereinafter, referred to as the "insurer") is responsible for providing compensation to the first user. The insurer is not responsible for providing compensation (i.e., is not liable) when, for example, the first user drives without a license and causes an accident, or when the first user causes an accident outside the contract period of the insurance contract.

[0021] The initial response is a process in which the insurer obtains information required for damage assessment from the first user. Information obtained in the initial response includes, for example, the type of accident, the location of the accident, the place of storage, images of the damaged area, whether there are any injuries, etc. The place of storage refers to a contractor or the like to which the damaged area is to be repaired.

[0022] Damage assessment is a process for determining the content of compensation (e.g., the amount of insurance payment) that the insurer will grant to the first user. In the damage assessment, for example, the repair cost is estimated based on an image of the damaged area, and the amount of the insurance payment is calculated.

[0023] The granting of compensation is a process in which the insurer grants the compensation calculated in the damage assessment to the first user directly or indirectly. The granting of compensation includes, for example, transferring the insurance money to the first user, settling the repair costs paid in advance by the first user, paying the repair shop, and arranging for repairs.

[0024] In addition, determining the content of compensation includes not only deciding to grant compensation to the first user, but also deciding not to grant compensation to the first user, such as determining that the insurer is not liable in a liability determination.

[0025] The event information is information about an event for which the first user receives compensation. For example, if the first user causes a car accident, the event information is information about the car accident, since the first user receives compensation for the car accident. A specific example of the event information will be described later with reference to FIG. 3.

[0026] An event is any occurrence that may be the subject of an insurance claim and may be covered by compensation, including, for example, a car accident, a large-scale disaster (e.g., fire, wind, and flood), theft, loss, and damage.

[0027] The additional information is information acquired by the support device 1 from the second terminal device 12 in order to proceed with the process. The additional information includes, for example, information on the correction of the event information of the first user and information on the response of the message of the first user to the second user. A specific example of the additional information will be described later with reference to FIG. 5.

[0028] Furthermore, progressing the process by the support device 1 includes executing at least a part of the processing for completing the process by the support device 1. For example, if the process includes three unexecuted steps of "information acquisition," "information processing," and "information output," progressing the process includes executing "information acquisition" among these steps.

[0029] Furthermore, stopping the process by the support device 1 includes temporarily stopping at least a part of the processing for completing the process by the support device 1. For example, if the process includes an already executed step of "acquiring information" and an unexecuted step of "processing information" and "outputting information", stopping the process includes notifying the second user without executing the steps of "processing information" and "outputting information".

[0030] The stopped process can be resumed according to the input of the second user (i.e., additional information). Restoring a process means causing the stopped process to proceed again by the assistance device 1. For example, in the case where a process is stopped after the execution of the step "acquiring information", resuming a process means executing the remaining steps "processing information" and "outputting information". Specific examples of proceeding, stopping and resuming a process will be described later with reference to Figs. 2 to 5.

[0031] <2. Functional configuration of each device> An example of the function of each device included in the support system will be described with reference to the functional block diagram of FIG.

[0032] As shown in FIG. 1, the assistance system includes an assistance device 1, a first terminal device 10, a second terminal device 12, an external storage device 14, and a communication network 16.

[0033] -Support device 1- The support device 1 includes a control unit 100, a storage unit 102, a display unit 104, and a network interface unit 106, which are electrically connected to each other via a bus .

[0034] The storage unit 102 includes a process information DB (DataBase) 102a, an event information DB 102b, an abnormal condition DB 102c, an abnormality information DB 102d, an additional information DB 102e, and an external information DB 102f.

[0035] The process information DB 102a stores process information. The process information includes information on one or more processes required to determine compensation for an event, and process progress conditions that should be satisfied by predetermined information including event information in order to progress the process. The process progress conditions include a plurality of items and conditions associated with each of the plurality of items. A specific example of a process will be described later with reference to FIG. 2, and a specific example of the process progress conditions will be described later with reference to FIG. 4.

[0036] The event information DB 102b stores event information acquired by the assisting device 1 from the first terminal device 10 by the acquiring unit 100a. The stored event information is used to progress the process in the progress control unit 100c of the assisting device 1. A specific example of the event information will be described later with reference to FIG. 3.

[0037] The abnormal condition DB 102c stores abnormal conditions that are conditions for determining whether an abnormality exists when a process is allowed to proceed. In this embodiment, "abnormal" refers to a state that is different from the normal progress of a process, and includes a state in which the progress of a process is stopped on the assumption that the progress of the process can be resumed. In addition, the abnormal condition includes a plurality of items and a condition associated with each of the plurality of items. Specific examples of abnormal conditions will be described later with reference to FIG. 4.

[0038] The anomaly information DB 102d stores information on the presence or absence of an anomaly when a process is progressed (hereinafter, "anomaly information"). The anomaly information may include information on the content of the anomaly in a process in which an anomaly is determined to exist and on how to respond to the anomaly. A specific example of the anomaly information will be described later with reference to FIG. 6.

[0039] The additional information DB 102e stores additional information acquired by the support device 1 from the second terminal device 12 by the acquisition unit 100a. The stored additional information is used to restore the process in the progress control unit 100c of the support device 1. A specific example of the additional information will be described later with reference to FIG. 5.

[0040] The external information DB 102f stores information (hereinafter referred to as "external information") acquired by the support device 1 from the external storage device 14 by the acquisition unit 100a. The stored external information, together with event information, is used to progress or stop a process in the progress control unit 100c of the support device 1. A specific example of the external information will be described later with reference to FIG. 3.

[0041] The control unit 100 includes an acquisition unit 100a, an execution determination unit 100b, a progress control unit 100c, an abnormality determination unit 100d, a notification unit 100e, and a communication unit 100f.

[0042] The acquisition unit 100a (event information acquisition unit) acquires event information from the first terminal device 10 and stores it in the event information DB 102b. The event information includes, for example, information on the occurrence of the event, information on the status of damage caused by the event, information on the transfer destination of the insurance money as compensation, information on the intention to claim compensation, information on the storage destination of the vehicle or the like, location information of the first terminal device 10, and the like.

[0043] The acquisition unit 100a also acquires additional information from the second terminal device 12 and stores the additional information in the additional information DB 102e. The additional information is typically information input by the second user. That is, the acquisition unit 100a also functions as a reception unit that receives input of additional information from the user.

[0044] Moreover, the acquiring unit 100a acquires information from the external storage device 14 and stores it in the external information DB 102f. The external storage device 14 is a device that stores information of an external system (e.g., a contract system, a response system, a settlement system, etc.). The information acquired from the external storage device 14 includes, for example, information on the first user's qualification to receive compensation (e.g., contract status, license validity, etc.), information on messages transmitted and received between the first user and the second user, and information on the contents of compensation for the first user.

[0045] The execution determination unit 100b determines whether or not to start the progress of the process by the progress control unit 100c based on the acquired event information. Typically, if the event is typical and can be processed mainly by a computer, it is determined to be "OK." On the other hand, if the event is atypical and complex, it is determined to be "NO."

[0046] The progress control unit 100c progresses or stops the process based on the process progress conditions stored in the process information DB 102a. Specific examples of methods for progressing and stopping the process will be described later with reference to Figs.

[0047] The abnormality judgment unit 100d (judgment unit) judges whether an abnormality exists when the process is allowed to proceed based on the abnormality conditions stored in the abnormality condition DB 102c, and if an abnormality exists, stores the result as abnormality information in the abnormality information DB 102d.

[0048] The notification unit 100e notifies the second terminal device 12 that the progress control unit 100c has stopped the process. The content of the notification typically requests the second user to input additional information for progressing the process.

[0049] Incidentally, notifying the second terminal apparatus 12 means that the second user can recognize the contents of the notification. In other words, notifying includes, for example, proactively notifying the server apparatus side, such as by push notification, as well as requesting and acquiring information about the notification from the server apparatus side from the second terminal apparatus 12.

[0050] The communication unit 100f communicates with the first terminal device 10, the second terminal device 12, and the external storage device 14 via the network interface unit 106. A specific example of information transmitted and received will be described later with reference to FIG.

[0051] The network interface unit 106 communicates with the first terminal device 10 , the second terminal device 12 , and the external storage device 14 via the communication network 16 .

[0052] -First terminal device 10- The first terminal device 10 is a terminal device used by a user who wishes to receive compensation. The first terminal device 10 is, for example, a personal computer, a smart device, a connected car, or the like.

[0053] The first terminal device includes a control unit, a memory unit, an input unit, an output unit, and a communication unit (not shown). The control unit executes various programs stored in the memory unit to perform predetermined processes such as transmitting event information. The input unit causes a microphone, a keyboard, a touch panel, a camera, etc. to function. The output unit causes a display device such as an LCD screen, a speaker, etc. to function. The communication unit communicates with the support device 1 and the second terminal device 12.

[0054] -Second terminal device 12- The second terminal device 12 is a terminal device used by a user who provides compensation. The second terminal device 12 is, for example, a personal computer.

[0055] The second terminal device includes a control unit, a memory unit, an input unit, an output unit, and a communication unit (not shown). The control unit executes various programs stored in the memory unit to perform predetermined processes such as transmitting additional information. The input unit causes a microphone, a keyboard, a touch panel, a camera, etc. to function. The output unit causes a display device such as an LCD screen, a speaker, etc. to function. The communication unit communicates with the support device 1, the first terminal device 10, and the external storage device 14.

[0056] -External storage device 14- As described above, the external storage device 14 is a device that stores information stored in an external system. The external storage device 14 includes a contract information DB 14a, a message information DB 14b, a damage information DB 14c, and a compensation information DB 14d.

[0057] The contract information DB 14a stores information about the contract of the first user. The information about the contract includes information such as the contract status, license validity, contract period, grade, age of the first user, amount of insurance premium, and insurance premium payment history.

[0058] The message information DB 14b stores information about messages transmitted and received between a first user and a second user. The information about messages includes a message sent by the first user to the second user and information about the second user's response to the message. For example, if the second user does not respond to a message sent by the first user to the second user (or the insurance company to which the second user belongs), information "no response" is stored.

[0059] The damage information DB 14c stores information about damages caused by events. The information about damages includes the scale of damages, specific locations of damages, usability of damaged goods, image data about the damages, and estimate data about damage assessment.

[0060] The compensation information DB 14d stores information about compensation for the first user. The information about compensation includes the details of the compensation for the first user (for example, the amount of insurance payment).

[0061] <3. Example of operation> An example of the operation of the support system will be described with reference to Figures 2 to 6. In this example, the processes for providing compensation to the first user are liability determination, initial response, damage assessment, and compensation provision, which are referred to as the first process to the fourth process, respectively.

[0062] In this example, the event is a car accident, the compensation is the payment of insurance money, and the support device 1 and the second user belong to an insurance company, and the first user is a person who has a contract for insurance provided by the insurance company.

[0063] After an accident occurs (S300), the first user notifies the insurance company of the accident, and the support device 1 acquires the event information by the acquisition unit 100a (S302). The first user may directly contact the insurance company (for example, by submitting a web form or by telephone) to notify the accident, or an insurance agency may act as an intermediary between the first user and the insurance company.

[0064] 3, an example of event information acquired by the support device 1 is shown. The event information includes items of "accident type," "location," "entry point," and "image of damaged area," each of which includes the values ​​of "automobile accident, collision (single vehicle / object damage)," "domestic," "unknown," and "not registered."

[0065] It is assumed that the "delivery destination" and "image of damaged area" whose values ​​are "unknown" and "not registered" were not sent in the accident report. In other words, it is assumed that the first user sent only information related to the "accident type" and "location" in the accident report.

[0066] The support device 1 that has acquired the event information performs an automatic processing execution determination by the execution determination unit 100b (S304). The automatic processing execution determination is a determination as to whether or not the processing of the process is to be executed by the support device 1. Typically, if the accident is a typical accident, it is determined that automatic processing is "possible," and if the accident is an atypical accident, it is determined that automatic processing is "not possible."

[0067] A typical accident is, for example, an accident in which no one is injured and the first user is the only person involved in the accident, etc. An atypical accident is, for example, an accident in which many stakeholders are involved, an accident in which there are injured people, an accident in which there is bodily injury, an accident in which the scale of damage is large, etc.

[0068] In this example, the first user reports a typical accident. In other words, the result of S304 is "OK," and the support device 1 starts the first process of determining whether or not there is responsibility (P1). In the first process, the support device 1 acquires external information from the external storage device 14 by the acquisition unit 100a (S306).

[0069] An example of the external information is shown with reference to Fig. 3. The external information has items of "contract status", "validity of license", and "payment amount", and the values ​​"valid", "valid", and "undecided" are set, respectively. Hereinafter, information including the event information and the external information is referred to as "predetermined information".

[0070] As for the "payment amount" item, since damage assessment has not been carried out in the first process, the value obtained at this point is "undecided."

[0071] The support device 1, which has acquired the information from the external storage device 14, performs a progress condition determination by the progress control unit 100c (S308). That is, based on the process progress conditions, a determination is made as to whether to proceed or stop the process.

[0072] An example of a method for determining progress conditions will be described with reference to Figures 3 and 4. Figure 4 is a diagram showing an example of process progress conditions and abnormal conditions. The process progress conditions and abnormal conditions include a plurality of conditions corresponding to a plurality of items belonging to the process.

[0073] The multiple items belonging to a process are typically items that are to be judged in the process. For example, the multiple items belonging to the first process can be said to be four items, namely, "accident type," "location of occurrence," "contract status," and "validity of license," and the multiple items belonging to all the processes from the first process to the fourth process can be said to be seven items, namely, "accident type," "location of occurrence," "contract status," "validity of license," "warehouse location," "image of damaged area," and "payment amount."

[0074] Moreover, the multiple conditions corresponding to the multiple items belonging to the process are typically conditions associated with each item. For example, in the process progress conditions, the following conditions are associated with each of the seven items of "accident type," "location," "contract status," "validity of license," "destination," "image of damaged area," and "payment amount": "It is an automobile property damage accident," "The location of the accident is in Japan," "The contract is valid," "The license is valid," "The destination of the depot is known," "There is no message to be responded to," and "The amount of insurance payment is less than 300,000 yen." Similarly, in the abnormal conditions, the following conditions are associated with each of the above seven items: "It is not an automobile property damage accident," "The location of the accident is not in Japan," "The contract is not valid," "The license is not valid," "The destination of the depot is known by the response," "An image of the damaged area is not registered in the event information," and "The amount of insurance payment is 250,000 yen or more."

[0075] The items to be judged may differ depending on the stage of the process. For example, as shown in Fig. 4, the four items "accident type", "location of occurrence", "contract status", and "validity of license" may be judged in the progress condition judgment of the first process, and the two items "accident type" and "warehouse entry destination" may be judged in the progress condition judgment of the second process.

[0076] In addition, since the predetermined information may change in the course of the process, the condition regarding a specific item may be a judgment target in multiple processes. For example, the item "accident type" may be a judgment target in each of the first process to the third process.

[0077] According to FIG. 4, in the progress condition judgment of the first process, the process progress conditions corresponding to four items, "accident type", "location of occurrence", "contract status", and "validity of license", are judged. According to FIG. 3, the event information acquired for the "accident type" is "automobile accident, collision (single-vehicle / object damage)", which satisfies the process progress condition "automobile object damage accident" corresponding to the "accident type". In addition, the event information acquired for the "location of occurrence" is "domestic", which satisfies the process progress condition "the location of the accident is domestic" corresponding to the "location of occurrence". In addition, the external information acquired for the "contract status" is "valid", which satisfies the process progress condition "the contract is valid" corresponding to the "contract status". In addition, the external information acquired for the "validity of license" is "valid", which satisfies the process progress condition "the license is valid" corresponding to the "validity of license". In summary, the predetermined information satisfies all of the process progress conditions associated with each of the multiple items of the first process.

[0078] In this example, the progress control unit 100c progresses a process when the predetermined information satisfies all of the conditions for a certain process, and stops the process when any one or more of the conditions are not satisfied. As described above, since the predetermined information illustrated in Fig. 3 satisfies all of the conditions associated with the items in the first process, in the progress condition determination (S308), the support device 1 determines to progress the process.

[0079] After the progress condition determination (S308), the support device 1 performs an abnormal condition determination by the abnormality determination unit 100d (S310). That is, it is determined whether or not an abnormality exists when the process is progressed.

[0080] An example of a method for determining whether or not an abnormality exists will be described with reference to FIG. 4 and FIG. 5. In this embodiment, the abnormal condition determination in each process is performed for the items to be determined in the progress condition determination. That is, according to FIG. 4, in the abnormal condition determination of the first process, the abnormal conditions corresponding to four items, "accident type", "occurrence location", "contract status", and "validity of license", are determined as in the progress condition determination. According to FIG. 3, the event information acquired for the "accident type" is "automobile accident, collision (single vehicle / object)", which does not satisfy the abnormal condition "not an automobile object accident" corresponding to the "accident type". In addition, the event information acquired for the "occurrence location" is "domestic", which does not satisfy the abnormal condition "the location of the accident is not domestic" corresponding to the "occurrence location". In addition, the external information acquired for the "contract status" is "valid", which does not satisfy the abnormal condition "contract is not valid" corresponding to the "contract status". In addition, the external information acquired for the "license validity" is "valid", which does not satisfy the abnormal condition "license is not valid" corresponding to the "license validity". In summary, the predetermined information does not satisfy any of the abnormal conditions associated with the multiple items to be judged in the first process. Therefore, as a result of the abnormal condition judgment (S310), it is judged that no abnormality exists in the first process.

[0081] In this way, the abnormal condition may be a condition equivalent to the inverse of the process progress condition (i.e., a condition that stops the process). For example, the abnormal condition "not a vehicle collision" is equivalent to the inverse of the process progress condition "a vehicle collision."

[0082] The process is progressed according to the result of the progress condition determination (S308), and after the presence or absence of responsibility determination of the first process is completed, the second process, which is an initial response, is started (P2). In the second process, the support device 1 requests the first user to transmit information related to the accident (S312). The request may be made via dedicated application software installed in the first terminal device 10. The request may also be related to information that was not transmitted in the accident notification (S302). In this example, the content of the request is to transmit information related to the storage location of the car that was not transmitted in the accident notification (S302).

[0083] The support device 1 that sent the request acquires information on the answer from the first user by the acquisition unit 100a (S314). In this example, the answer obtained from the first user in response to the request from the support device 1 is "XX Factory." That is, the event information after acquiring the information on the answer includes "XX Factory" in the "warehouse destination" field (see FIG. 5).

[0084] Note that the support device 1 may be in a standby state from the request for accident information (S312) to the acquisition of the answer from the first user (S314). In this case, even in the standby state, the process is said to be in progress.

[0085] The support device 1 that has acquired the information regarding the answer performs a progress condition determination (S316).

[0086] According to FIG. 4, in the second process, the process progress conditions corresponding to the items "accident type" and "entry destination" are to be judged. According to FIG. 5, the event information acquired for "accident type" is "automobile accident, collision (single vehicle / object damage)", which satisfies the process progress condition "automobile object damage accident" corresponding to "accident type". In addition, the event information acquired for "entry destination" is "XX factory", which satisfies the process progress condition "entry destination is known" corresponding to "entry destination". Therefore, since the specified information satisfies all of the process progress conditions associated with the items in the second process, in the progress condition judgment (S316), the support device 1 judges to proceed with the process.

[0087] If the event information (corresponding to the column of "event information" in FIG. 5) obtained after the answer from the first user does not satisfy the process progress condition, the support device 1 may execute a request for accident information again (corresponding to S310). For example, if the information on the receiving destination obtained by the answer is "XX Factory" and the receiving destination does not actually exist, the support device 1 may request the sending of information on the receiving destination again so that the receiving destination that actually exists can be answered.

[0088] After the progress condition determination (S316), the support device 1 that has received the additional information performs an abnormal condition determination by the abnormality determination unit 100d (S318). According to FIG. 4, in the second process, the abnormal conditions corresponding to the items of "accident type" and "warehousing destination" are the objects of determination, as in the progress condition determination. According to FIG. 5, the event information acquired for the "accident type" is "automobile accident, collision (single vehicle / object)", which does not satisfy the abnormal condition of "not an automobile object-related accident" corresponding to the "accident type". On the other hand, the event information acquired for the "warehousing destination" is found to be "XX factory" based on the answer of the first user. In other words, it satisfies the abnormal condition of "the warehousing destination is identified by the answer" corresponding to the "warehousing destination". Therefore, as a result of the abnormality condition determination (S318), it is determined that an abnormality exists for the item of "warehousing destination" in the second process. The abnormality determination unit 100d stores the abnormality information related to the determination in the abnormality information DB 102d.

[0089] In this case, the support device 1 also advances the process according to the result of the progress condition determination (S316). That is, the abnormality is not limited to an abnormality that requires the process to be stopped, but includes an abnormality that does not prevent the process from progressing. For example, the abnormality may be an abnormality that does not require the second user to respond immediately, but is related to an item that is recommended to be checked before providing compensation to the first user.

[0090] The process proceeds according to the result of the progress condition determination (S316), and after the second process, the initial response, is completed, the third process, damage assessment, is started (P3). In the third process, the support device 1 performs a progress condition determination (S320).

[0091] According to FIG. 4, in the third process, the process progress conditions corresponding to the items "accident type" and "image of damaged area" are to be judged. According to FIG. 5, the event information acquired for "accident type" is "automobile accident, collision (single vehicle / object damage)", which satisfies the process progress condition "automobile object damage accident" corresponding to "accident type". On the other hand, the event information acquired for "image of damaged area" is "not registered", which does not satisfy the process progress condition "image of damaged area is registered" corresponding to "image of damaged area". Therefore, since the specified information does not satisfy at least some of the process progress conditions associated with the items in the third process, in the progress condition judgment (S320), the support device 1 judges to stop the process.

[0092] The support device 1 that has stopped the process notifies the second user through the notification unit 100e (S322). The notification is given, for example, by dedicated application software installed in the second terminal device 12, by e-mail, or by a pop-up on the display screen of the second terminal device 12. The content of the notification typically instructs a predetermined action to proceed with the process.

[0093] In this example, the process progress condition that was not met relates to the item "Image of damaged area," so the notification instructs the first user to obtain an image of the damaged area from the first user and to register the image as additional information in the support device 1.

[0094] The second user who has received the notification requests the first user to transmit additional information (S324). In this example, the request is for transmitting an image of the damaged area. The request may be made by email, telephone, or the like, in addition to the dedicated application software installed in the first terminal device 10.

[0095] The first user who has received the request transmits the additional information to the second user as a response (S326). In this example, the additional information is an image file of the damaged area. In addition to transmitting the information to the second user directly to the second terminal device 12, transmitting the information to the second user includes uploading the file to a server device so that the second terminal device 12 can access the file.

[0096] The second user who has acquired the additional information transmits the additional information to the support device 1 (S328). An example of the additional information is shown with reference to Fig. 5. For the item "Image of damaged area", "Not registered" is displayed in the event information, whereas "Image file of damaged area registered" is displayed in the additional information.

[0097] The support device 1 that has received the additional information again performs a progress condition determination by the progress control unit 100c (S330). The process progress condition corresponding to the "accident type" is satisfied as described above, and furthermore, the additional information for the "image of the damaged area" is "an image file of the damaged area has been registered", which satisfies the process progress condition corresponding to the "image of the damaged area" that "an image of the damaged area has been registered". Therefore, since the specified information and additional information in Fig. 5 satisfy all of the process progress conditions associated with the multiple items in the third process, the support device 1 determines to proceed with the process.

[0098] After the progress condition is determined, the support device 1 calculates the amount of insurance payment (S332). The amount of payment is calculated, for example, by AI (Artificial Intelligence) based on the image files of the damaged areas registered as additional information. In this case, the AI ​​typically uses a machine learning model created by learning the relationship between the image files of the damaged areas in many accidents and the amount of insurance payment actually paid in each of the accidents. By using such AI, it is possible to calculate the amount of insurance payment that is estimated to be appropriate based on past cases by inputting the image files of the damaged areas registered as additional information.

[0099] In this example, the insurance payment amount is calculated to be "250,000 yen." The calculated insurance payment amount is stored in the external information DB 102f and the external storage device 14. That is, the external information after acquiring the information regarding the answer includes "250,000 yen" in the "Payment amount" item (see FIG. 5).

[0100] After calculating the payment amount (S322), the support device 1 performs an abnormal condition judgment by the abnormality judgment unit 100d (S334). As shown in FIG. 4, in the third process, the abnormal conditions corresponding to the items of "accident type" and "damaged part" are judged as in the progress condition judgment. As shown in FIG. 5, the event information acquired for the "accident type" is "automobile accident, collision (single vehicle / object)", which does not satisfy the abnormal condition of "not an automobile object accident" corresponding to the "accident type". On the other hand, an image is registered in the additional information for the "image of the damaged part", but the event information is "not registered". In other words, the abnormal condition of "an image of the damaged part is not registered in the event information" corresponding to the "image of the damaged part" is satisfied. Therefore, as a result of the abnormal condition judgment (S334), it is judged that an abnormality exists for the item of "image of the damaged part" in the third process. The abnormality judgment unit 100d stores the abnormality information related to the judgment in the abnormality information DB 102d.

[0101] After the abnormal condition determination (S336), the fourth process of providing compensation is started (P4). In the fourth process, the support device 1 performs a progress condition determination (S336).

[0102] According to Fig. 4, in the fourth process, the condition corresponding to the item "payment amount" is to be judged. According to Fig. 5, the external information acquired for the "payment amount" is "250,000 yen", which satisfies the process progress condition "the insurance payment amount is less than 300,000 yen" corresponding to the "payment amount". Therefore, since the predetermined information satisfies all of the conditions associated with the items in the fourth process, in the progress condition judgment (S336), the support device 1 judges to proceed with the process.

[0103] After the progress condition determination (S336), the support device 1 performs an abnormal condition determination by the abnormality determination unit 100d (S338). As shown in FIG. 4, in the fourth process, the abnormal condition corresponding to the "payment amount" item is determined as in the progress condition determination. As shown in FIG. 5, the external information acquired for the "payment amount" is "250,000 yen", which satisfies the abnormal condition "insurance payment amount is 250,000 yen or more" corresponding to the "payment amount". Therefore, as a result of the abnormality condition determination (S338), it is determined that an abnormality exists for the "payment amount" item in the fourth process. The abnormality determination unit 100d stores abnormality information related to the determination in the abnormality information DB 102d.

[0104] After it is determined that the process should proceed, the support device 1 confirms with the first user whether or not he / she intends to make a request (S340).

[0105] The first user, whose intention to make a request has been confirmed, responds to the support device 1 that he or she intends to make a request (S342).

[0106] The support device 1 that has received the response displays an approval screen on the second terminal device 12 (S344). A specific example of the approval screen will be described with reference to Fig. 6. The approval screen 800 includes a payment details display area 802, a payment approval button 804, a filtering setting area 806, a scroll bar 808, and an anomaly information table 810.

[0107] The payment details display area 802 is an area that displays information about the payment amount and the payee. In this example, the payment amount is set to "250,000 yen" calculated in the third process (S332), and the payee is set to "XX Factory", the warehouse destination.

[0108] The payment approval button 804 is a button that allows the payment to be approved by pressing it.

[0109] The anomaly information table 810 is an area for displaying anomaly information stored in the anomaly information DB 102d in the anomaly condition judgment (S310, S318, S334, and S338). In this example, the anomaly information table 810 has three records. Each record is associated with the content of an anomaly in a process in which an anomaly is judged to exist. The table may further include information regarding the second user's response to the anomaly. Note that the response of the second user is, for example, the second user inputting additional information in order to progress the process in response to the stop of the process by the progress control unit 100c.

[0110] For example, the record in the first line is the abnormality information determined in the abnormal condition determination (S318) in the second process, and the content of the abnormality is displayed as "An abnormality was detected at the 'warehousing destination'. Based on the user's response, it was determined that thewarehousing destination is 'XX Factory'.", and the response to the abnormality made by the second user is displayed as "The warehousing status was checked at the XX Factory."

[0111] Alternatively, for example, the record in the second line is abnormality information determined in the abnormal condition determination (S334) in the third process, and displays the content of the abnormality as "An abnormality was detected in the 'image of the damaged area'. No image of the damaged area is registered in the event information," and displays the response to the abnormality made by the second user as "The person in charge registered an image file as additional information." In this way, the response to the abnormality may be a response to progress the process.

[0112] For example, the record on the third line is abnormal information determined in the abnormal condition determination (S338) in the fourth process, and the content of the abnormality is displayed as "An abnormality has been detected in the 'Payment amount'. The payment amount is high (over 250,000 yen).", and the response to the abnormality made by the second user is displayed as "It has been confirmed that there is no error in the process of calculating the payment amount."

[0113] Typically, the abnormality information is displayed on a screen on which the compensation content is applied. This allows the user to check at a glance whether an abnormality exists in a process when the process is advanced by the assistance device 1.

[0114] The filtering setting area 806 displays the filtering settings for the records displayed in the anomaly information table 810. Filtering can be set for each process and each item.

[0115] Filtering by process includes displaying all abnormality information for a specified process. For example, if you specify "Process 3" as the process, only the record in the second row, which is abnormality information for Process 3, will be displayed.

[0116] Filtering by item includes, for example, displaying all abnormality information related to a specified item. For example, if you specify "warehouse entry" as the item, only the first record, which is abnormality information related to the "warehouse entry" item, is displayed.

[0117] Even if at least a part of the process related to compensation provision is carried out by the assistance device 1, compensation provision is usually carried out after a person visually inspects items related to the compensation content from the viewpoint of clarifying where responsibility lies. However, there are often a wide variety of items to be inspected, and visually inspecting all items is costly. Therefore, by selecting and displaying items that satisfy abnormal conditions as in the above embodiment, the inspection related to compensation provision can be made more efficient.

[0118] The second user checks the anomaly information on the approval screen 800 and decides to approve the payment, and approves the payment by pressing the payment approval button 804 (S346).

[0119] The support device 1, to which the approval of the second user has been input, executes the payment of the insurance money (S348). At this time, the support device 1 may cause a system (for example, a settlement system) different from the support system to execute the payment.

[0120] In summary, the support device 1 in this embodiment includes an event information acquisition unit 100a that acquires event information related to an event that is the subject of an insurance claim, a memory unit 102 that stores one or more processes from the acquisition of the event information to the determination of the compensation content for the event and abnormality conditions for determining whether an abnormality exists for each of the one or more processes, a determination unit 100d that determines whether an abnormality exists for each of the one or more processes based on predetermined information including the event information and the abnormality conditions, and a display unit 104 that displays abnormality information related to at least one process determined by the determination unit to have an abnormality when the progress of a process determined to have an abnormality has been completed.

[0121] The support device 1 can select and display items to be confirmed regarding the claim for compensation. For example, in the above operation example, the information acquired regarding the claim for compensation is seven items, namely, "accident type," "location of occurrence," "contract status," "validity of license," "place of storage," "image of damaged area," and "amount of payment," but at the stage of granting compensation, only the items related to "place of storage," "image of damaged area," and "amount of payment" stored in the anomaly information DB 102d are selected and displayed as items to be confirmed (see FIG. 6).

[0122] In addition, for each item, the process in which the abnormality occurred, the details of the abnormality, and information regarding how to respond to the abnormality are also displayed, so that the second user can easily grasp the details that he or she should check.

[0123] <4. Hardware configuration> 7, an example of a hardware configuration in which the above-mentioned support device 1 is realized by a computer 20 will be described. Note that the functions of each device can also be realized by dividing them into a plurality of devices.

[0124] As shown in FIG. 8, the computer 20 includes a processor 200, a storage device 202, an input I / F 204, a data I / F 206, a communication I / F 208, and a display device 210.

[0125] The processor 200 controls various processes in the computer 20 by executing programs stored in the storage device 202. For example, each functional unit of the control unit 100 of the support device 1 can be realized by the processor 200 executing the programs stored in the storage device 202.

[0126] The storage device 202 is a storage medium such as a RAM (Random Access Memory), etc. The RAM temporarily stores the program code of the program executed by the processor 200 and data required when the program is executed.

[0127] The storage device 202 may also be a non-volatile storage medium such as a hard disk drive (HDD) or a flash memory. The storage device 202 stores an operating system and various programs for implementing the above-mentioned configurations. The storage medium storing the various programs may be a non-transitory computer readable medium. In addition, the storage device 202 may store a table for registering various information such as business information, and a DB for managing the table. Such programs and data are loaded into the storage device 202 as necessary, and are referred to by the processor 200.

[0128] The input I / F 204 is a device for receiving input from a user. Specific examples of the input I / F 204 include a keyboard, a mouse, a touch panel, various sensors, and a wearable device. The input I / F 204 may be connected to the computer 20 via an interface such as a Universal Serial Bus (USB).

[0129] The data I / F 206 is a device for inputting data from outside the computer 20. A specific example of the data I / F 206 is a drive device for reading data stored in various storage media. The data I / F 206 may be provided outside the computer 20. In that case, the data I / F 206 is connected to the computer 20 via an interface such as a USB.

[0130] The communication I / F 208 is a device for performing data communication with an external device of the computer 20 via the communication network 16 in a wired or wireless manner. The communication I / F 208 may be provided outside the computer 20. In that case, the communication I / F 208 is connected to the computer 20 via an interface such as a USB.

[0131] The display device 210 is a device for displaying various types of information. Specific examples of the display device 210 include a liquid crystal display, an organic EL (Electro-Luminescence) display, and a display of a wearable device. The display device 210 may be provided outside the computer 20. In that case, the display device 210 is connected to the computer 20 via, for example, a display cable. In addition, when a touch panel is adopted as the input I / F 204, the display device 210 can be configured integrally with the input I / F 204.

[0132] It should be noted that the present embodiment is an example for explaining the present invention, and is not intended to limit the present invention to the embodiment. In addition, the present invention can be modified in various ways without departing from the gist of the invention. Furthermore, a person skilled in the art can adopt an embodiment in which each element described below is replaced with an equivalent, and such an embodiment is also included in the scope of the present invention.

[0133] The components of the support device 1 described in the above embodiment are assumed to realize a predetermined process in cooperation with other hardware by the processor 200 executing a program stored in the storage device 202. In other words, these components are assumed to be software or firmware, and also corresponding hardware, and in both concepts, they are also described as "functions," "means," "parts," "processing circuits," "units," or "modules," and can be interpreted as each of these.

[0134] <5. Modifications> Although the present invention has been described based on the above embodiment, the following cases are also included in the present invention.

[0135] In the above embodiment, the support device 1, the first terminal device 10, the second terminal device 12, and the external storage device 14 are each described as being one device, but this is not limited thereto. For example, the support device 1 and the second terminal device 12 may be one device, and the function of the support device 1 may be realized by a plurality of devices.

[0136] In the above embodiment, the event information, external information, additional information, abnormal conditions, and process progress conditions are all expressed in a table format, but this is not limited to the above. That is, the information and conditions may be expressed in any format. Each piece of information and condition may be expressed in a file format such as JSON (JavaScript Object Notation) format or XML format, or in a data structure such as a tree structure, a list, or a structure. Furthermore, the abnormal conditions and process progress conditions may be generated by machine learning.

[0137] In the above embodiment, the event information, external information, and additional information are all described as being text-based data, but are not limited thereto. In other words, the various data may include truth values, numerical values, dates and times, image data, 3D model data, and video data.

[0138] In the above embodiment, the abnormality information is described as being displayed on the screen on which the compensation content is applied, but this is not limited to this. Specifically, when the progress of all processes in a group including two or more processes is completed, abnormality information regarding all processes included in the group may be displayed. For example, in the case of a group including a first process and a second process in the above embodiment, abnormality information regarding these processes may be displayed at the time when the first process and the second process included in the group are completed.

[0139] This makes it possible to check abnormality information relating to a plurality of processes collectively in group units, while checking abnormality information detected up to that point before the stage at which compensation is applied.

[0140] In the above embodiment, a case has been described in which abnormality information is detected. However, if the abnormality determination unit 100d determines that no abnormality exists in any process, the display unit 104 may display that no abnormality exists.

[0141] In the above embodiment, the amount of insurance payment is calculated by AI based on the image file of the damaged area, but this is not limited to this. For example, the support device 1 may issue an order to a person who performs damage assessment (also called an adjuster) to calculate the amount of payment instead of calculating the amount of payment by itself.

[0142] In the above embodiment, the external storage device 14 is located inside the support system, but this is not limited to the above. For example, the support device 1 may obtain various information by using an API (Application Programming Interface) provided by an external system.

[0143] An assistance device 1 according to one embodiment of the present invention includes an event information acquisition unit 100a that acquires event information related to an event that is the subject of an insurance claim, a memory unit 102 that stores one or more processes between the acquisition of the event information and the determination of the compensation content for the event and abnormality conditions for determining whether or not an abnormality exists for each of the one or more processes, a determination unit 100d that determines whether or not an abnormality exists for each of the one or more processes based on predetermined information including the event information and the abnormality conditions, and a display unit 104 that displays abnormality information related to at least one process determined by the determination unit 100d to have an abnormality when the progress of a process determined to have an abnormality has been completed.

[0144] In the above aspect, the one or more processes may include a group including two or more processes, and the display unit may display abnormality information regarding all of the processes included in the group when the progress of all of the processes included in the group has been completed.

[0145] In the above aspect, the display unit 104 may display the anomaly information on a screen on which the compensation content is provided.

[0146] In the above aspect, the abnormality condition may include a plurality of conditions corresponding to a plurality of items belonging to the process, and the judgment unit 100d may judge whether or not an abnormality exists based on whether or not the specified information satisfies the plurality of conditions.

[0147] In the above aspect, the anomaly information may include details of the anomaly in the process in which it has been determined that an anomaly exists.

[0148] In the above aspect, when the determining unit 100d determines that no abnormality exists in any of the one or more processes, the display unit may display that no abnormality exists.

[0149] In the above aspect, the system further includes a progress control unit 100c that progresses or stops the process based on a process progress condition that the specified information must satisfy in order to progress the process, and the abnormal condition may include a condition for stopping the process.

[0150] In the above embodiment, the system may further include a reception unit that receives input of additional information from a user to progress the process when the process is stopped by the progress control unit 100c, and the progress control unit 100c may progress the process based on the input of the additional information.

[0151] In the above aspect, the anomaly information may include information regarding the additional information.

[0152] An assistance method according to another embodiment of the present invention has a computer execute an event information acquisition step of acquiring event information relating to an event that is the subject of an insurance claim, a determination step of determining whether or not an abnormality exists for each of one or more processes based on specified information including the event information and abnormality conditions for determining whether or not an abnormality exists for each of one or more processes between the acquisition of the event information and the determination of the compensation content for the event, and a display step of displaying abnormality information for at least one process determined to have an abnormality by the determination step when the progress of a process determined to have an abnormality has been completed. [Explanation of symbols]

[0153] 1 Support equipment 10 First terminal device 12 Second terminal device 100 Control section 100a Acquisition Section 100c Progress control section 100d Abnormality judgment section 102 Storage section 104 Display section

Claims

1. an acquisition unit that acquires insurance claim information including event information related to the event that is the subject of the insurance claim; a progress control unit that sequentially progresses a first process and a second process for determining compensation details for the event based on the insurance claim information; a determination unit that determines whether or not a first abnormality exists with respect to the progress control unit progressing the first process based on the insurance claim information, and whether or not a second abnormality exists with respect to the progress control unit progressing the second process based on the insurance claim information; a display control unit that displays the first abnormality and the second abnormality on a terminal device of a person in charge of the insurance claim, When the determination unit determines that the first abnormality exists, the progress control unit causes the second process to progress, and then displays the first abnormality in association with identification information of the first process; When the determination unit determines that the second abnormality exists, the progress control unit causes the second process to progress, and then displays the second abnormality in association with identification information of the second process. A display control unit; An assistance device comprising:

2. When the determination unit determines that the first abnormality and the second abnormality exist, the display control unit displays the first abnormality and the second abnormality in a list after the progress control unit has progressed the second process. The support device according to claim 1 .

3. The progress control unit further progresses a third process subsequent to the second process based on the insurance claim information after the display control unit displays the first abnormality and the second abnormality in a list. The support device according to claim 2 .

4. The display control unit does not display the first abnormality until the progress control unit progresses the second process. The support device according to claim 1 .

5. The progress control unit progresses the first process and the second process regardless of the operation of the person in charge. The support device according to claim 1 .

6. A computer, an acquisition unit that acquires insurance claim information including event information related to the event that is the subject of the insurance claim; a progress control unit that sequentially progresses a first process and a second process for determining compensation details for the event based on the insurance claim information; a determination unit that determines whether or not a first abnormality exists with respect to the progress control unit progressing the first process based on the insurance claim information, and whether or not a second abnormality exists with respect to the progress control unit progressing the second process based on the insurance claim information; a display control unit that displays the first abnormality and the second abnormality on a terminal device of a person in charge of the insurance claim, When the determination unit determines that the first abnormality exists, the progress control unit causes the second process to progress, and then displays the first abnormality in association with identification information of the first process; When the determination unit determines that the second abnormality exists, the progress control unit causes the second process to progress, and then displays the second abnormality in association with identification information of the second process. A display control unit; A support program that functions as a

7. A computer, obtaining insurance claim information including event information relating to the event that is the subject of the insurance claim; sequentially performing a first process and a second process for determining compensation for the event based on the insurance claim information; determining whether a first anomaly exists with respect to running the first process based on the insurance claim information and whether a second anomaly exists with respect to running the second process based on the insurance claim information; Displaying the first abnormality and the second abnormality on a terminal device of a person in charge of the insurance claim, If it is determined that the first abnormality exists, after the second process is progressed, the first abnormality is displayed in association with identification information of the first process; If it is determined that the second abnormality exists, the second process is allowed to proceed, and then the second abnormality is displayed in association with identification information of the second process. displaying the first anomaly and the second anomaly; Support methods to implement the above.

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