Support device and support method

Abstract

To provide a support device and support method capable of improving efficiency of granting 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, from a first terminal device; a storage part 102 for storing process information including one or more processes necessary for determining coverage for the event, and a process progress condition that prescribed information including the event information should satisfy to progress the process; a progress control part 100c for progressing or stopping the process based on a process progress condition; a notification part 100d in response to the stop of the process by the progress control part, notifying a second terminal device different from the first terminal device; and an additional information acquisition part 100a for acquiring additional information for progressing the process from the second terminal device receiving the notification. The progress control part 100c progresses the process based on the additional information.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] Depending on the contents of compensation related to insurance claims, etc., at least a part of the procedure from acceptance to payment cannot be performed by a computer in a routine manner and human intervention may be required. However, the system described in Patent Document 1 cannot efficiently process the granting of compensation when human intervention is required.

[0005] In view of the above problems, an object of the present invention is to improve the efficiency of compensation provision. [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 relating to an event that is the subject of an insurance claim from a first terminal device, a memory unit that stores process information including one or more processes required to determine the compensation content for the event and a process progress condition that must be satisfied by specific information including the event information in order to progress the process, a progress control unit that progresses or stops the process based on the process progress conditions, a notification unit that notifies a second terminal device different from the first terminal device in response to the process being stopped by the progress control unit, and an additional information acquisition unit that acquires additional information for progressing the process from the second terminal device that has received the notification, and the progress control unit progresses the process based on the additional information.

[0007] Another embodiment of the support method of the present invention has a computer execute an acquisition step of acquiring event information related to an event that is the subject of an insurance claim from a first terminal device, a progress control step of progressing or stopping the process based on a process progress condition that must be satisfied by specific information including the event information in order to progress one or more processes necessary to determine the compensation content for the event, a notification step of notifying a second terminal device different from the first terminal device in response to the process being stopped by the progress control step, and an additional information acquisition unit of acquiring additional information for progressing the process from the second terminal device that has received the notification, and the progress control step progresses the process based on the additional information. Effect of the Invention

[0008] According to the present invention, compensation can be provided more efficiently. [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 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 allows a user of a first terminal device 10 (hereinafter referred to as a "first user" or an "insured person") to proceed or stop a process for receiving insurance compensation, and is an information processing device 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 proceeding or stopping 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 involved in determining the compensation content for an 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, and a network interface unit 104, 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 additional information DB 102c, and an external information DB 102d.

[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 or stop a 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 additional information DB 102c 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.

[0038] The external information DB 102d 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. Specific examples of external information will be described later with reference to FIG. 3.

[0039] The control unit 100 includes an acquisition unit 100a, an execution determination unit 100b, a progress control unit 100c, a notification unit 100d, a fraud detection unit 100e, and a communication unit 100f.

[0040] 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.

[0041] Moreover, the acquisition unit 100a (additional information acquisition unit) acquires additional information from the second terminal apparatus 12, and stores the additional information in the additional information DB 102c. The additional information is typically information input by the second user.

[0042] Moreover, the acquisition unit 100a acquires information from the external storage device 14 and stores it in the external information DB 102d. The external storage device 14 is a device that stores information on external systems (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 content of compensation for the first user.

[0043] 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."

[0044] 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.

[0045] The notification unit 100d 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 to progress the process.

[0046] 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.

[0047] The fraud detection unit 100e detects the presence of fraud in the event information based on information including the event information and external information. The presence of fraud is, for example, a case where compensation is claimed even though an event for which compensation is to be received has not actually occurred.

[0048] 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 104. A specific example of information that is transmitted and received will be described later with reference to FIG.

[0049] The network interface unit 104 communicates with the first terminal device 10 , the second terminal device 12 , and the external storage device 14 via the communication network 16 .

[0050] -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.

[0051] 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.

[0052] -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.

[0053] 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.

[0054] -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.

[0055] The contract information DB 14a stores information about the contract of the first user, including the contract status, license validity, contract period, grade, age of the first user, amount of insurance premium, and insurance premium payment history.

[0056] 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.

[0057] 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.

[0058] 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).

[0059] <3. Example of operation> An example of the operation of the support system will be described with reference to Figures 2 to 5. 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.

[0060] 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.

[0061] 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.

[0062] 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."

[0063] 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.

[0064] 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."

[0065] 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.

[0066] 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).

[0067] 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".

[0068] 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."

[0069] 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.

[0070] 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 a process progress condition. The process progress condition includes a plurality of conditions corresponding to a plurality of items belonging to the process.

[0071] 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."

[0072] Furthermore, the multiple conditions corresponding to the multiple items belonging to a 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, "accident type," "location," "contract status," "validity of license," "location of storage," "image of damaged area," and "amount of payment": "It is a property damage accident involving an automobile," "The location of the accident is in Japan," "The contract is valid," "The license is valid," "The storage location is known," "There is no message to be responded to," and "The amount of insurance payment is less than 300,000 yen."

[0073] 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.

[0074] In addition, since the predetermined information may change during the process, the condition regarding a specific item may be subject to judgment in multiple processes. For example, the item "accident type" may be subject to judgment in each of the first to third processes.

[0075] According to FIG. 4, in the first process, conditions corresponding to four items, "accident type", "location of occurrence", "contract status", and "validity of license", are to be judged. According to FIG. 3, the event information acquired for the "accident type" is "automobile accident, collision (single vehicle / object damage)", which satisfies the 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 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 condition "contract is valid" corresponding to the "contract status". In addition, the external information acquired for the "validity of license" is "valid", which satisfies the condition "license is valid" corresponding to the "validity of license". In summary, the predetermined information satisfies all of the conditions associated with each of the multiple items in the first process.

[0076] 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.

[0077] After the process is progressed and the first process of determining the presence or absence of responsibility is completed, the second process of initial response is started (P2). In the second process, the support device 1 requests the first user to transmit information related to the accident (S310). 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).

[0078] The support device 1 that sent the request acquires information on the answer from the first user through the acquisition unit 100a (S312). 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).

[0079] Note that the support device 1 may be in a standby state from the request for accident information (S310) to the acquisition of the answer from the first user (S312). In this case, even in the standby state, the process is said to be progressing.

[0080] The support device 1 that has acquired the information regarding the answer performs a progress condition determination (S314).

[0081] According to FIG. 4, in the second process, the 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 condition "automobile object damage accident" corresponding to "accident type". In addition, the event information acquired for "entry destination" is "XX factory", which satisfies the condition "entry destination is known" corresponding to "entry destination". Therefore, since the specified information satisfies all of the conditions associated with the items in the second process, in the progress condition judgment (S314), the support device 1 judges to proceed with the process.

[0082] 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.

[0083] After the process progresses and the second process, which is the initial response, is completed, the third process, which is damage assessment, is started (P3). In the third process, the support device 1 performs a progress condition determination (S315).

[0084] According to FIG. 4, in the third process, the 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 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 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 conditions associated with the items in the third process, in the progress condition judgment (S315), the support device 1 judges to stop the process.

[0085] The support device 1 that has stopped the process notifies the second user by the notification unit 100d (S316). The notification is given, for example, via dedicated application software installed in the second terminal device 12, e-mail, a pop-up on the display screen of the second terminal device 12, or the like. The content of the notification typically notifies the user that the process has been stopped and instructs the user to take a predetermined action to proceed with the process.

[0086] In this example, the unsatisfied condition 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.

[0087] The second user who has received the notification requests the first user to send a response (S318). In this example, the request is for sending an image of the damaged area. The second user may make a request to the first user by email, telephone, or the like, in addition to using dedicated application software.

[0088] The first user who has received the request transmits information including the answer to the second user (S320). In this example, the information including the answer is an image file of the damaged area. In addition to directly transmitting the information to the second terminal device 12, transmitting the information to the second user includes uploading the file to a server device to enable the second terminal device 12 to access the file.

[0089] The second user transmits additional information to the support device 1 based on the received information (S322). 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.

[0090] The support device 1 that has received the additional information again performs a progress condition determination by the progress control unit 100c (S323). The condition corresponding to the "accident type" is satisfied as described above, and furthermore, the additional information for the "image of the damaged area" is "image file of the damaged area is registered", which satisfies the condition corresponding to the "image of the damaged area" that "image of the damaged area is registered". Therefore, since the specified information and additional information in Fig. 5 satisfy all of the conditions associated with the multiple items in the third process, the support device 1 determines to proceed with the process.

[0091] After the progress condition is determined, the support device 1 calculates the amount of insurance payment (S324). 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.

[0092] 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 102d 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" field (see FIG. 5).

[0093] After the insurance payment amount is calculated, the fourth process of providing compensation is started (P4). In the fourth process, the support device 1 performs a progress condition determination (S325).

[0094] 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 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 (S325), the support device 1 judges to proceed with the process.

[0095] 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 (S326).

[0096] 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 (S328).

[0097] The support device 1 that has received the response from the first user executes the payment of the insurance money (S334). 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.

[0098] To summarize the above, 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 from a first terminal device, a memory unit 102 that stores process information including one or more processes required to determine the compensation content for the event and a process progress condition that must be satisfied by specific information including the event information in order to progress the process, a progress control unit 100c that progresses or stops the process based on the process progress conditions, a notification unit 100d that notifies a second terminal device different from the first terminal device in response to the process being stopped by the progress control unit, and an additional information acquisition unit 100a that acquires additional information for progressing the process from the second terminal device that has received the notification, and the progress control unit 100c progresses the process based on the additional information.

[0099] The support device 1 can improve the efficiency of compensation provision. Specifically, among the steps required for compensation provision, those that can be routinely processed by a computer are executed by the support device 1, and other non-routine steps are executed by the second user, thereby reducing the burden on the second user and shortening the time required from receiving an accident notification to providing compensation.

[0100] For example, in the above operation example, for the first process, the second process, and the fourth process that are determined to be progressed in the initial progress condition determination (S308, S314, and S325) for each process, the support device 1 progresses the process, and the second user does not operate the second terminal device 12. In other words, the effort required for the second user to progress the process is reduced, and the lead time until the first user receives compensation is shortened.

[0101] On the other hand, for example, for a third process determined to be stopped in the first progress condition determination (S315) in the process, the second user collects additional information required to progress the process and inputs it to the support device 1 (S318, S320, and S322). Depending on the type of accident or the contents of the event information, there are cases where a computer cannot execute routine processing, and in such cases, the second user can partially intervene in the process to allow for flexible accident response.

[0102] <4. Hardware configuration> 6, 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.

[0103] As shown in FIG. 6, 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.

[0104] 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.

[0105] 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.

[0106] 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.

[0107] 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).

[0108] 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.

[0109] 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.

[0110] 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.

[0111] 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.

[0112] 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.

[0113] <5. Modifications> Although the present invention has been described based on the above embodiment, the following cases are also included in the present invention.

[0114] 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.

[0115] In addition, in the above embodiment, an example was described in which the automatic processing execution determination (S304) was judged to be "yes" and the first process (P1) was progressed. However, if the automatic processing execution determination is judged to be "no", the support device 1 may not progress the process, and the second user may manually execute the first to fourth processes.

[0116] In the above embodiment, the process progress conditions are as shown in Fig. 4, but are not limited to this. Items of the process progress conditions are, for example, "account information", "target insurance product", "vehicle type", "whether road assistance is implemented", "agency type", "date and time of accident", and "age of the insured", and conditions may be set according to each item.

[0117] The process progress conditions are typically conditions that determine that human intervention is not required, and may therefore vary depending on the functions of the system. Specifically, when a system is multifunctional, intervention by a second user is often not required, so using broad process progress conditions (i.e., conditions that are less likely to be notified to the second user) can provide a guarantee of efficiency.

[0118] In the above embodiment, the event information, external information, additional information, 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. The process progress conditions may be generated by machine learning.

[0119] In the above embodiment, the event information, external information, and additional information are all described as being text-based data, but are not limited to this. In other words, the various data may include true / false values, numerical values, dates and times, image data, 3D model data, and video data.

[0120] In the above embodiment, after the process is stopped in the progress condition determination (S315) of the third process, the process is resumed from the third process again, but this is not limited to the above. That is, the support device 1 may resume from the stopped process, or may resume from a process different from the stopped process. In this case, the additional information may include process designation information that designates the process to be progressed by the progress control unit.

[0121] By specifying the same process as the stopped process as the process to be resumed, the support device 1 can determine whether the additional information satisfies the progress condition determination for the process. This makes it possible to prevent the subsequent process from being affected in advance if the second user makes an input error in the additional information.

[0122] On the other hand, by specifying a process other than the stopped process as the process to be resumed, it may be possible to provide compensation quickly. For example, if the additional information is only a very minor correction, it may not be necessary to check the progress conditions again when resuming a process. In such a case, it is possible to provide compensation quickly by resuming the process next to the stopped process.

[0123] In the above embodiment, the second user does not perform any operation in the fourth process, but this is not limited to the above. For example, the support device 1 that has received the answer from the first user (S328) may notify the second user of the request for approval of the payment of the insurance money regardless of the result of the progress condition determination (S325).

[0124] In this case, the second terminal device 12 may display an approval screen. The approval screen typically displays information on the grounds for approval. For example, the progress condition judgment of each process The approval screen includes information such as the items that were subject to judgment in (S308, S315, and S323) and the judgment results for those items. After checking the approval screen, the second user approves the payment. The payment is approved, for example, by pressing the approval button displayed on the approval screen.

[0125] 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 assesses damages (also called an adjuster) to calculate the amount of payment instead of calculating the amount of payment by itself.

[0126] The support device 1 may further include a fraud detection unit 100e that detects the presence of fraud in the event information based on the predetermined information, and the process progress condition may include a condition that the fraud detection unit 100e does not detect the presence of fraud. In other words, when fraud is detected in the accident report from the first user, the support device 1 may stop the process.

[0127] The detection of fraud may be performed by either a rule-based method or a method using a machine learning model. The rule-based method detects fraud by assuming that the risk of fraud is high when a predetermined rule is satisfied and that the risk of fraud is low when the rule is not satisfied. It should be noted that fraud may be detected by assuming that the risk of fraud is low when a predetermined rule is satisfied and that the risk of fraud is high when the rule is not satisfied. One example of a method of detecting fraud is to estimate that "if the event information is related to a car accident and the location information of the first terminal device 10 at the time of the accident occurrence is significantly different from the location of the accident input by the first user in the accident report, then the risk of fraud is high."

[0128] The method using a machine learning model is a method of detecting fraud by utilizing a machine learning model that has been trained on data regarding a large number of past compensation claims and data regarding whether or not each compensation claim was actually fraudulent.

[0129] The accuracy of fraud detection varies depending on when in the entire process it is detected. For example, immediately after an accident is reported (corresponding to S302), the support device 1 does not have enough information and cannot guarantee sufficient accuracy. On the other hand, for example, at the time of making an insurance payment (corresponding to S334), the support device 1 has enough information and can detect fraudulent claims with sufficient accuracy.

[0130] The fraud detection unit 100e may detect the presence of fraud when the numerical value of the risk of fraud in the event information indicates a magnitude equal to or greater than a predetermined threshold. The numerical value of the risk of fraud in the event information is typically a value corresponding to the probability that the event information includes fraud, calculated by the fraud detection unit 100e. In other words, the numerical value is calculated to be high when the risk is high and low when the risk is low.

[0131] The fraud detection unit 100e may include a first fraud detection unit that is performed at a specific process stage, and a second fraud detection unit that is performed at a process stage different from the specific process and has higher fraud detection reliability than the first fraud detection unit. For example, fraud detection may be performed by the first fraud detection unit when an accident notification is received (corresponding to S302), and fraud detection may be performed by the second fraud detection unit when a response to confirm the intention to make a claim is received (corresponding to S328).

[0132] If the first fraud detection unit can detect a fraudulent claim, the second user can take measures at an early stage. On the other hand, the second fraud detection unit can detect a fraudulent claim with higher accuracy. In this way, by estimating the reliability at multiple points in time, it is possible to achieve both early detection and high accuracy.

[0133] 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.

[0134] An assistance device 1 according to one embodiment of the present invention includes an event information acquisition unit 100a that acquires event information relating to an event that is the subject of an insurance claim from a first terminal device, a memory unit 102 that stores process information including one or more processes required to determine the compensation content for the event and a process progress condition that must be satisfied by predetermined information including the event information in order to progress the process, a progress control unit 100c that progresses or stops the process based on the process progress conditions, a notification unit 100d that notifies a second terminal device different from the first terminal device in response to the process being stopped by the progress control unit 100c, and an additional information acquisition unit 100a that acquires additional information for progressing the process from the second terminal device that has received the notification, and the progress control unit 100c progresses the process based on the additional information.

[0135] In the above embodiment, the process progress conditions may include a plurality of conditions corresponding to a plurality of items belonging to the process, and the progress control unit 100c may progress or stop the process based on whether the specified information satisfies the plurality of conditions.

[0136] In the above embodiment, the progress control unit 100c may proceed with the process when the predetermined information satisfies all of the multiple conditions, and may stop the process when any one or more of the multiple conditions is not satisfied.

[0137] In the above aspect, the additional information may be information regarding a condition, out of the plurality of conditions, that the predetermined information does not satisfy.

[0138] In the above aspect, the additional information may include process designation information that designates a process that the progress control unit will progress through based on the additional information.

[0139] In the above embodiment, the process designation information may be information that designates the same process as the process stopped by the progress control unit 100c.

[0140] In the above embodiment, the process designation information may be information that designates a process different from the process stopped by the progress control unit 100c.

[0141] In the above aspect, the system may further include a fraud detection unit 100e that detects the presence of fraud in the event information based on specified information, and the process progress condition may include a condition that the fraud detection unit 100e does not detect the presence of fraud.

[0142] In the above aspect, the fraud detection unit 100e may detect the presence of fraud when the numerical value of the risk of fraud in the event information indicates a magnitude equal to or greater than a predetermined threshold.

[0143] In the above aspect, the one or more processes include a first process and a second process subsequent to the first process, and the fraud detection unit 100e may include a first fraud detection unit performed at the stage of the first process, and a second fraud detection unit performed at the stage of the second process and having a higher reliability of fraud detection than the first fraud detection unit.

[0144] In the above aspect, the event may be an accident involving a motor vehicle.

[0145] In the above aspect, the one or more processes may include at least one of a liability determination to determine whether a user of the first terminal device is eligible for compensation, an initial response to obtain event information, a damage assessment to determine compensation, and a compensation grant to the user of the first terminal device.

[0146] An assistance method according to another embodiment of the present invention has a computer execute an acquisition step of acquiring event information relating to an event that is the subject of an insurance claim from a first terminal device, a progress control step of progressing or stopping the process based on a process progress condition that must be satisfied by specific information including the event information in order to progress one or more processes necessary to determine the compensation content for the event, a notification step of notifying a second terminal device different from the first terminal device in response to the process being stopped by the progress control step, and an additional information acquisition step of acquiring additional information for progressing the process from the second terminal device that has received the notification, and the progress control step progresses the process based on the additional information. [Explanation of symbols]

[0147] 1 Support equipment 10 First terminal device 12 Second terminal device 100 Control section 100a Acquisition Section 100c Progress control section 100d Notification Department 100e Fraud Detection Unit 102 Storage section

Claims

1. An acquisition unit that acquires insurance claim information including event information regarding an event that is the subject of an insurance claim; a determination unit that determines whether the insurance claim information satisfies a first condition related to a first process for determining compensation details for the event; a sending unit that sends a notification to a terminal device of a person in charge of the insurance claim when the determining unit determines that the insurance claim information does not satisfy the first condition; a receiving unit that receives input of additional information via a terminal device of the person in charge after the sending unit has sent the notification; Equipped with The determination unit When the receiving unit receives the input of the additional information, it further determines whether the insurance claim information supplemented with the additional information satisfies the first condition; If it is determined that the first condition is satisfied in the determination, it is further determined, without the operation of the person in charge, whether or not the insurance claim information satisfies a second condition related to proceeding with a second process for determining compensation details for the event, which is subsequent to the first process. Support equipment.

2. An assistance device as described in claim 1, wherein the notification includes information regarding the reason why the first condition was not satisfied.

3. The reception unit further receives input of other additional information via the customer's terminal device, The support device according to claim 1 , wherein the determination unit determines whether the insurance claim information supplemented with the other additional information satisfies at least one of the first condition and the second condition.

4. A fraud detection unit that outputs the risk of fraud in an insurance claim by inputting insurance claim information into a machine learning model that is constructed by learning learning data that associates information about the insurance claims with information indicating whether each insurance claim in the plurality of insurance claims is a fraudulent claim; At least one of the first condition and the second condition includes a condition related to the risk being lower than a predetermined threshold. The support device according to claim 1 .

5. The assistance device described in claim 1, wherein the event includes at least one of a motor vehicle accident, a large-scale disaster, theft of an item, loss of an item, and damage to an item.

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 determination unit that determines whether the insurance claim information satisfies a first condition related to a first process for determining compensation details for the event; a sending unit that sends a notification to a terminal device of a person in charge of the insurance claim when the determining unit determines that the insurance claim information does not satisfy the first condition; a receiving unit that receives input of additional information via a terminal device of the person in charge after the sending unit has sent the notification; A support program that functions as The determination unit When the receiving unit receives the input of the additional information, it further determines whether the insurance claim information supplemented with the additional information satisfies the first condition; If it is determined that the first condition is satisfied in the determination, it is further determined, without the operation of the person in charge, whether or not the insurance claim information satisfies a second condition related to proceeding with a second process for determining compensation details for the event, which is subsequent to the first process. Support programs.

7. A computer, obtaining insurance claim information including event information relating to the event that is the subject of the insurance claim; determining whether the claim information satisfies a first condition for proceeding with a first process for determining coverage for the event; sending a notification to a terminal device of a person in charge of the insurance claim when it is determined that the insurance claim information does not satisfy the first condition; After sending the notification, receiving input of additional information via the terminal device of the person in charge; A support method for executing the above, When the input of the additional information is accepted, it is further determined whether the insurance claim information supplemented with the additional information satisfies the first condition; If it is determined that the first condition is satisfied in the determination, it is further determined, without the operation of the person in charge, whether or not the insurance claim information satisfies a second condition related to proceeding with a second process for determining compensation details for the event, which is subsequent to the first process. Support methods to get things done.

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