JP2023126599A - Information processor - Google Patents

Abstract

To allow a contractor with almost no knowledge of insurance or assurance, for example, to easily and correctly claim insurance money or assurance for damage, for example.SOLUTION: An acquisition unit 101 acquires correspondence information including at least house-related troubles of a user U and damages caused by the house-related troubles. An information management unit 102 accumulates the correspondence information acquired by the acquisition unit 101 and manages the correspondence information. A presentation unit 103 presents information including the correspondence information managed by the information management unit 102 to a knowledgeable person E.SELECTED DRAWING: Figure 10

Description

The present invention relates to an information processing device.

BACKGROUND ART Conventionally, when some kind of damage occurs due to a disaster or the like to a facility such as a home owned by a non-life insurance policyholder, the policyholder can make a claim for damage insurance money.
However, for example, when some kind of damage actually occurs to a policyholder's home or the like, it is difficult for the policyholder to determine whether or not the damage is covered by insurance.
Therefore, a technology has been proposed to support insurance claims from policyholders (for example, see Patent Document 1).

Japanese Patent Application Publication No. 2017-045317

However, in the case of the conventional technology including the above-mentioned Patent Document 1, it is only possible to provide a judgment as to whether or not the information is subject to damage insurance money based on the input information regarding the insurance case from the policyholder. Furthermore, it was assumed that the policyholder himself/herself had knowledge about non-life insurance, etc., which would enable him/her to input a certain amount of information regarding the accident.

The present invention has been made in view of this situation, and allows even policyholders with little knowledge about insurance and guarantees to make claims regarding appropriate insurance money and guarantees for damages, etc. The purpose is to make it easier to do the following.

To achieve the above object, an information processing device according to one embodiment of the present invention includes:
acquisition means for acquiring first information including at least information regarding troubles related to the user's home and damage caused by the troubles;
management means for accumulating and managing the first information acquired by the acquisition means;
first presentation means for presenting second information including at least the first information managed by the management means to an expert who has specialized knowledge regarding the trouble and the damage;
Equipped with

According to the present invention, even a policyholder who has little knowledge about insurance, guarantees, etc. can easily make claims for appropriate insurance money and guarantees for damages, etc. .

FIG. 2 is a diagram comparing the basic flow of this service that can be realized by an information processing system including a server according to an embodiment of the information processing device of the present invention and a conventional service. FIG. 2 is a diagram showing an overview of a service that is the basis of the service shown in FIG. 1. FIG. FIG. 3 is a diagram illustrating an example of trouble information that can be provided by a user. FIG. 3 is a diagram showing an example of trouble information that can be provided by a responder. FIG. 2 is a diagram showing an overview of a loss report by an insurance agent. FIG. 2 is a diagram showing an overview of a loss report by an insurance agent. FIG. 2 is a diagram showing an overview of a loss report by an insurance agent. It is a diagram showing an overview of a point granting service included in this service. 1 is a diagram showing the configuration of an information processing system including a server according to an embodiment of an information processing apparatus of the present invention. 10 is a block diagram showing an example of the hardware configuration of a server in the information processing system shown in FIG. 9. FIG. 11 is a functional block diagram showing a functional configuration for executing housing trouble support processing among the functional configurations of the server in FIG. 10. FIG.

Embodiments of the present invention will be described below with reference to the drawings.

First, with reference to FIGS. 1 to 9, an overview of the service (hereinafter referred to as "this service") to which the information processing system (see FIG. 10 described later) to which the information processing apparatus of the present invention is applied is applicable. explain.

FIG. 1 is a diagram comparing the present service that can be realized by an information processing system including a server according to an embodiment of the information processing apparatus of the present invention with a conventional service.

This service is an example of a service provided by service provider G. In this service, if any trouble such as water leakage, damage, or malfunction occurs in User U's house (hereinafter referred to as "housing trouble"), or if damage is caused due to trouble in the house, the original condition of the house will be confirmed. Recovery support will be provided.
In other words, this service enables even policyholders with little knowledge of insurance and guarantees to easily make appropriate insurance claims and guarantee claims for their own damages, etc. This is a service that supports
Hereinafter, with reference to FIG. 1, methods for restoring the house to its original condition when user U has a housing problem will be explained separately for a case in which a conventional method is used and a case in which this service is used.

When a housing problem occurs, in any of the above cases, the user U consults with the person acting as the point of contact and makes a request for repairs, etc., depending on the situation (step SS1).
Here, "responder" includes specialist company V who can resolve troubles (hereinafter referred to as "trouble handling company V"), service provider G who deals with housing troubles as part of member services, etc. included. Note that when the service provider G is the responder, it is common for the troubleshooter V, etc., to whom the service provider G is entrusted, to undertake the repairs.
Although not shown in the diagram, if there is a person who provides a service similar to this service (hereinafter referred to as a "similar service provider"), the user U may contact the similar service provider in an emergency manner depending on the situation. In some cases, requests for treatment or repairs may be made.

However, when using conventional methods, even if the housing trouble and the resulting damage are covered by home insurance (fire insurance, etc.) or warranty, user They often do not have sufficient knowledge. As a result, it was not possible to make appropriate insurance and guarantee claims. As a result, there were many cases in which the user U had to bear the cost of restoring the product to its original state, which should not have been borne in the first place.
In other words, when conventional methods are used, an environment in which the information can be shared between the user U and the expert E who can provide the user U with information that is beneficial to the user U, such as insurance payment and free guarantee. was not in place. In other words, when the conventional method was used, a management system environment in which various types of information could be shared between the expert E and the user U, a support system using the management system, etc. were not sufficiently established.
Here, "expert E" refers to a person who has knowledge of specialized information regarding insurance and guarantees, such as an insurance company Ea, an insurance agency Eb, a guarantee company, or a guarantee worker Ec (hereinafter referred to as "guarantee company etc."). (referred to as "Ec"), etc. are applicable.

As described above, when using the conventional method, the user U was unable to share sufficient knowledge regarding insurance and guarantees with the expert E.
As a result, User U is in a situation where he is unable to properly exercise his rights even if housing problems such as malfunctions or damages caused by housing problems would normally be covered by insurance or guarantees. Ta.

On the other hand, the user U who uses this service can communicate with the expert E directly or through a troubleshooting company V, a service provider G, or a similar service provider (not shown). Various information can be easily shared between users.
Specifically, as shown in Figure 1, a responder who receives a request for consultation or repair regarding a housing problem presents information regarding the response (hereinafter referred to as "response information") to the system administrator P. . The response information presented to the server 1 includes information regarding the user U (hereinafter referred to as "user information"), detailed information regarding housing troubles (hereinafter referred to as "trouble information"), and information necessary for restoring the property to its original condition. Information on work, parts, costs, etc. (hereinafter referred to as "restoration information") can be included. The system administrator P who has been presented with the correspondence information causes the server 1 to store and accumulate the correspondence information (step SS2).

The correspondence information accumulated in the server 1 is presented to the expert E. As a result, the correspondence information is shared (step SS3).
Expert E creates information regarding advice regarding insurance and guarantees (hereinafter referred to as "advice information") based on the presented response information and his/her own specialized knowledge, and provides the information to user U. As a result, the expert E provides support for the user U (step SS4).
The user U who receives the advice information can appropriately claim rights regarding insurance and guarantees. That is, even the user U who does not have specialized knowledge regarding insurance and guarantees can appropriately claim rights regarding insurance and guarantees by referring to the advice information provided by the expert E.

If the content of the housing trouble is a malfunction with equipment or fixtures, User U should appropriately claim rights regarding warranty service based on the provided advice information in order to restore the original condition through repair or replacement. (Step SS5).
In addition, if damage occurs as a result of user U's housing troubles, user U will claim rights regarding the insurance money based on the advice information in order to restore the original condition using the insurance money that can be obtained. can be performed appropriately (step SS6).
As a result, even if user U is a policy holder with little knowledge about insurance or guarantees, etc., he can easily make appropriate insurance claims and guarantee claims for his own housing troubles. I can do it.

To summarize the above, this service improves the conventional situation that exists in society in general, and allows policyholders or guarantee policyholders (for example, user U in Figure 1) to appropriately and reliably pay insurance claims. You will be able to receive warranty service. In addition, from the viewpoint of personal information protection, the information about the user U that is presented to the expert E can be only the information about the user U who has been able to obtain consent for provision of personal information in advance. In addition, consent to provide personal information can be obtained at any time, such as when response information is received, when response is actually performed, or when registration is made for this service.

FIG. 2 is a diagram showing an overview of the service that is the basis of the service shown in FIG.

When a housing problem occurs for the user U, the user U makes a request for consultation, repair, etc. regarding the housing problem to the person in charge (step SS1).
When the responder receives a request for consultation, repair, etc. regarding housing troubles from the user U, the responder presents the response information to the system administrator P. The system administrator P causes the server 1 to store and accumulate the presented correspondence information (step SS2).
The correspondence information accumulated in the server 1 is shared by being presented to the expert E (step SS3).
Expert E supports user U by providing advice information to user U based on the presented correspondence information (step SS4).

That is, in this service, correspondence information accumulated in the server 1 is shared with the expert E. The expert E provides the user U with advice information including a plan for preventing failure to make insurance or guarantee claims based on the response information accumulated in the server 1 and his/her own specialized knowledge.
Specifically, if user U has a possibility of insurance or guarantee, expert E can confirm the situation by directly contacting user U even if user U does not consult with him. can. Then, the expert E provides the user U with appropriate advice information. Thereby, the expert E can protect the interests and rights of the user U as an insurance or guarantee contractor.

Specifically, for example, assume that user U's house trouble is that the toilet is clogged. In this case, the person responding to the housing trouble (eg, service provider G) presents response information to the system administrator P. For example, ``Even though we performed low pump work, the blockage did not clear.The blockage was resolved by attaching and detaching the toilet bowl and removing foreign objects.Please note that the client (i.e. User U) will be required to pay the actual cost as this work is outside the scope of the housing troubleshooting service. A repair report, etc., such as "Burden." is presented to the system administrator P as response information.
The system administrator P causes the server 1 to store and accumulate the presented correspondence information, and presents it to the expert E. This allows the correspondence information to be shared.
The expert E supports the user U by providing advice information to the user U based on the presented correspondence information and his/her own specialized knowledge. In this case, if the expert E determines from the repair report included in the response information that there is a possibility that the repair report will be covered by fire insurance, the expert E provides the following advice information to the user U. That is, the expert E provides the user U with advice information to the effect that the actual cost of the work borne by the client (that is, the user U) may be covered by fire insurance.
Thereby, the user U can easily make an insurance claim based on the advice information provided by the expert E.

This service can also be made available by using dedicated application software (hereinafter referred to as a "user-specific application") installed in advance on the user terminal 2 of the user U.
Specifically, the user U operates the user terminal 2 to access an app store (not shown) that allows user-specific apps to be downloaded to the user terminal 2, and downloads the user-specific apps. This allows the user U to use this service by operating the user terminal 2.

That is, in this service, by using a user-dedicated application, the user U can request consultation, repair, etc. from a person dealing with housing troubles.
As a result, even if user U does not know the contact information (for example, phone number or email address) of the person in charge, it is possible to smoothly request consultation or repair from the person using the user-specific app. Become. As a result, it is possible to restore the original state more quickly than with conventional methods.

Note that in this service, the specific method by which advice information is provided from the expert E to the user U is not particularly limited. For example, the advice information may be directly provided from the expert E to the user U via a communication tool such as email, SNS (Social Networking Service), or telephone, or the advice information may be provided indirectly via the server 1. It's okay.

That is, in this service, the expert E can provide advice information to the user U via the server 1 regarding the correspondence information accumulated in the server 1 .
Thereby, the user U can obtain advice information provided by the expert E via the server 1 using the user-dedicated application.

In this service, the user U can have the server 1 store captured image data showing the specific situation of housing troubles and damages as trouble information by using a user-dedicated application.

FIG. 3 is a diagram showing an example of trouble information that can be provided by the user.

As shown in FIG. 3, in this service, the user U can take an image of the location where a housing problem has occurred and the state of the damage, and store the data of the taken image in the server 1 as trouble information.
Thereby, the expert E can easily understand the situation of the housing trouble by checking the captured image data included in the trouble information stored in the server 1. As a result, the expert E is able to provide appropriate and accurate advice information.

In this service, by using a user-dedicated application, the user U can provide the expert E with captured image data showing the specific circumstances of housing troubles and damages caused by the housing troubles as trouble information.
Here, the timing at which the user U provides the data of the captured image as trouble information to the expert E is not limited to a certain time. For example, the timing may be before the advice information is provided by the expert E, or the timing after the advice information is provided.
In this way, the user U can directly provide the data of the captured image as trouble information to the expert E, so that the user U can have the expert E provide advice information with appropriate and accurate content.
In addition, after the first advice information is provided by the expert E, the user U sends the data of the captured image to the expert E in order to have the expert E provide the second advice information, which is more appropriate and accurate. It can also be provided to

FIG. 4 is a diagram showing an example of trouble information that can be provided by a responder.

In this service, dedicated application software (hereinafter referred to as "responder-dedicated application") that is pre-installed on each of the troubleshooter terminal 3 of troubleshooter V and the provider terminal 4 of service provider G is used. By doing so, you may be able to use this service.
Specifically, each of the troubleshooting vendor V and the service provider G operates the vendor terminal 3 and the provider terminal 4, respectively, and downloads an application dedicated to the troubleshooter to the vendor terminal 3 and the provider terminal 4, respectively. Access an enabling app store (not shown) and download the responder-specific app.
Thereby, each of the troubleshooting company V and the service provider G can use this service by operating the company terminal 3 and the provider terminal 4, respectively.

As shown in Figure 4, in this service, when a consultation or report is made to Expert E regarding a housing trouble or its damage by some method, the responder uses the responder's dedicated app to use the above-mentioned captured image. The trouble information including the data can be provided to the expert E as response information. Here, the expert E may inform the responder that the captured image data can be automatically transmitted as a function of the responder-dedicated application.
Thereby, the expert E can easily understand the situation of the housing trouble by checking the data of the provided captured image. As a result, the expert E is able to provide appropriate and accurate advice information.

Further, as shown in FIG. 4, in this service, the guarantee company Ec can accept support for the guarantee of the user U based on the correspondence information accumulated in the server 1.
As a result, the guarantee company, etc., can know the details of the defect in advance based on the response information accumulated in the server 1, so they can respond after making preparations to provide support for the warranty. becomes possible.
As a result, the guarantee company Ec can reduce the time costs and financial costs associated with guarantee support, and can realize smooth and efficient guarantee support.
The preparations that must be made by the guarantee company Ec to support the warranty include providing information to subcontractors and repair companies such as manufacturers (for example, troubleshooting company V).

5 to 7 are diagrams showing an overview of loss reporting by an insurance agent.

As shown in FIG. 5, in this service, insurance agency Eb reports damage to insurance company Ea based on trouble information and restoration information provided by user U, or response information stored in server 1. I do.

Specifically, for example, user U's child, who was engrossed in playing a game, slipped his hand and accidentally hit the game controller against a window glass, causing the window glass to break. Assume a case where
In this case, the person dealing with the housing trouble (for example, the troubleshooting company V) presents the response information to the system administrator P. As the response information, the system administrator P is presented with response information including, for example, a repair report such as "as an emergency measure, we cleaned up the broken glass and cured the window."
The system administrator P stores the presented correspondence information in the server 1 and presents it to the insurance agent Eb. This allows the correspondence information to be shared.
The insurance agency Eb supports the user U by providing advice information to the user U based on the presented response information and its own specialized knowledge. In this case, if insurance agency Eb determines from the repair report included in the response information that there is a possibility that it will be covered by fire insurance or that there is a possibility that there is a possibility that it will be covered by warranty due to damage, defacement, etc., insurance agency Eb will take the following measures. Provide advice information to user U. That is, the insurance agency Eb provides advice information to the user U that the housing trouble (broken window glass) may be covered by fire insurance.
User U, who has been provided with the advice information, uses a user-dedicated application to take an image of the housing trouble (broken window glass) and the specific situation of the damage, in accordance with the provided advice information. The user U then provides the data of the captured image as trouble information to the insurance agency Eb, and also provides information regarding the estimated cost required to restore the housing trouble (broken window glass) to its original state as restoration information. Provided to insurance agent Eb.
Insurance agency Eb reports user U's damage to insurance company Ea. Specifically, information regarding a loss report (hereinafter referred to as "loss report information") is presented from the agency terminal 6 to the insurance company terminal 5. The damage report information can include trouble information (captured image data) and restoration information provided by the user U, and user information and response information accumulated in the server 1.
Thereby, the insurance company Ea can easily obtain information for determining whether the damage caused by the user U due to the housing trouble (broken window glass) is covered by insurance.
As a result, the user U is able to quickly restore the house to its original state after trouble at home (broken window glass).

As described above, in this service, the insurance agency Eb reports the damage caused by the user U to the insurance company Ea. Specifically, damage report information is presented from the agency terminal 6 to the insurance company terminal 5. The damage report information is generated based on the trouble information (captured image data) and restoration information provided by the user U, and the user information and correspondence information accumulated in the server 1.
Here, a person H (hereinafter referred to as a "housing company, etc. (referred to as "H") may be using this service.
In this case, it can be said that the housing company, etc. H is a person that the user U can trust and is a person who should be responsible for the user U's house. Therefore, the insurance agency Eb can request the housing company H for an estimate of the amount required to restore the housing trouble to its original condition.
Specifically, the insurance agency Eb operates the agency terminal 6 to determine conditions (hereinafter referred to as "estimate conditions") for calculating an estimate of the amount required to restore the housing trouble to its original condition. will be presented to the housing company, etc. Thereby, the insurance agency Eb can request the housing company H etc. to calculate the estimated amount.
When the housing company, etc. H is presented with the estimation conditions and requested to calculate the estimated amount, it operates the housing company, etc. terminal 8 and presents the estimation result (estimated amount) to the insurance agent Eb. .
The insurance agency Eb presents the estimate result (estimated amount) presented by the housing company, etc. H to the insurance company Ea as damage report information.
Thereby, the insurance agency Eb can smoothly report the damage to the insurance company Ea. Further, it is possible to prompt a person H, such as a housing company, who is trusted by the user U or who should be responsible for the user U's house, to take action.
As a result, it is possible to avoid construction-related troubles when restoring housing troubles to their original condition.

As shown in FIG. 6, in this service, the insurance agency Eb reports a loss to the insurance company Ea based on the information obtained through consultation or reporting from the responder and the response information stored in the server 1. I do.
Specifically, damage report information is presented from the agency terminal 6 to the insurance company terminal 5.
Here, the insurance agency Eb can request the housing company, etc. H, for an estimate of the amount required to restore the housing trouble to its original condition, as in the example of FIG.
When the housing company, etc. H is presented with the estimation conditions and requested to calculate the estimated amount, it operates the housing company, etc. terminal 8 and presents the estimation result (estimated amount) to the insurance agent Eb. .
The insurance agency Eb presents the estimate result (estimated amount) presented by the housing company, etc. H to the insurance company Ea as damage report information.
Thereby, the insurance agency Eb can smoothly report the damage to the insurance company Ea. Further, it is possible to prompt a person H, such as a housing company, who is trusted by the user U or who should be responsible for the user U's house, to take action.
As a result, it is possible to avoid construction-related troubles when restoring housing troubles to their original condition.

As shown in FIG. 7, in this service, the following information (1) to (3) is stored in the server 1, and when the insurance agency Eb decides to send a report, the server 1 sends the information to the insurance company. Damage report information is automatically transmitted to the terminal 5.
Thereby, it is possible for the insurance agency Eb to quickly and smoothly report damage and make an insurance claim to the insurance company Ea, which is a time-consuming task.
That is, (1) data of captured images showing the specific situation of housing troubles and damages (trouble information), (2) information regarding the estimated cost required for restoration to original condition (restoration information), and (3) User information and correspondence information are stored in the server 1. Then, when the insurance agency Eb decides to send the report, the damage report information is automatically sent from the server 1 to the insurance company terminal 5.

Furthermore, as shown in FIG. 7, a housing company, etc. H may use this service. It can be said that the housing company, etc. H is a person that the user U can trust and is a person who should be responsible for the user U's house. Therefore, the insurance agency Eb can request the housing company H to estimate the amount required to restore the housing trouble to its original condition.
Specifically, the insurance agency Eb operates the agency terminal 6 to present the housing company, etc. H with the conditions for estimating the amount required to restore the housing trouble to its original condition. In this way, the insurance agency Eb requests the housing company, etc. H to calculate the estimated amount.
The housing company, etc. H, which has received the request to calculate the estimated amount, calculates the estimated amount based on the presented estimation conditions. At this time, the housing company, etc. H can refer to the above-mentioned information (1) stored in the server 1, that is, the captured image data (trouble information) indicating the specific situation of housing troubles and damages. . This makes it possible for the housing company H to calculate the estimated amount without conducting an on-site investigation of housing troubles. The housing company etc. H that has calculated the estimated amount operates the housing company etc. terminal 8 and presents the estimation result (estimated amount) to the insurance agent Eb.
The insurance agency Eb presents the estimate result (estimated amount) presented by the housing company H etc. to the insurance company Ea as a loss report to the insurance company Ea.
Thereby, the insurance agency Eb can smoothly report damages and claim insurance money to the insurance company Ea, which is a time-consuming process.
Further, it is possible to prompt a person H, such as a housing company, who is trusted by the user U or who should be responsible for the user U's house, to take action. As a result, it is possible to avoid construction-related troubles when restoring housing troubles to their original condition.

FIG. 8 is a diagram showing an overview of the point granting service included in this service.

As shown in Figure 8, in this service, when a user U claims an insurance claim using a user-dedicated application and the insurance claim is actually paid, the details of the housing trouble and the damage will be reported to the insurance company Ea, etc. It is sometimes used as an example.
In this case, the user U is treated as a person who cooperated with the questionnaire of the insurance company Ea or the insurance agency Eb. As a reward, the user U is given points (hereinafter referred to as "service points") that can be used in a user-dedicated application or a dedicated website.
In addition, when this service point is given as a reward to user U, the points provided by a predetermined point service that has been affiliated with system administrator P (hereinafter referred to as "partner point") are It is also possible to assign it to user U.
In this way, since the content of the insurance claim made by user U using the user-specific application can be used as a case study, insurance company Ea or insurance agency Eb can collect and announce such cases. I can do it. Further, since a predetermined reward is given to the user U who cooperates in using the example as a case, it can be expected that the number of accumulated cases will increase.
This makes it possible to spread the message to society that by providing appropriate insurance information, insurance claims can be paid appropriately and reliably. As a result, it can be expected that the number of users of this service will increase, so it can be expected that the number of people (that is, users U) who are provided with appropriate and accurate information regarding insurance details will increase.

As described above, in this service, the insurance agency Eb reports the damage caused by the user U to the insurance company Ea. Specifically, loss report information is presented from the agency terminal 6 to the insurance company terminal 5. The damage report information can include trouble information provided by the user U (for example, captured image data) and response information provided by a responder. Therefore, the insurance company Ea can easily obtain information for determining whether the damage caused by the user U due to housing trouble (for example, broken window glass) is covered by insurance.
That is, for example, by having the user U provide various information necessary for making an insurance claim using a user-dedicated application, the insurance company Ea or the insurance agency Eb can simplify the work involved in making an insurance claim. I can do it.
Therefore, in this service, service points are given to each of the user U and the responder as a reward for providing information using the user-specific application and the responder-specific application, respectively.
Further, when the present service points are given as a reward to the user U etc., the partner points can also be given to the user U.
As a result, it can be expected that the user U and the responder will each use the user-specific application and the responder-specific application to provide information. In addition, the insurance company Ea or the insurance agency Eb can simplify the complicated insurance claim work.

Next, the configuration of an information processing system that realizes the provision of the above-described service, that is, an information processing system including the server 1 according to an embodiment of the information processing apparatus of the present invention will be described using FIG. 9.
FIG. 9 is a diagram showing the configuration of an information processing system including a server according to an embodiment of the information processing apparatus of the present invention.

The information processing system shown in FIG. 9 includes a server 1, user terminals 2-1 to 2-n (n is an integer value of 1 or more), a vendor terminal 3, a provider terminal 4, an insurance company terminal 5, It is configured to include an agency terminal 6, a guarantee company terminal 7, and a housing company terminal 8.
Each of the server 1, user terminals 2-1 to 2-n, vendor terminal 3, provider terminal 4, insurance company terminal 5, agent terminal 6, guarantee company terminal 7, and housing company terminal 8 is connected to the Internet, etc. are interconnected via a predetermined network N.

The server 1 is managed by a system administrator P, and is connected to user terminals 2-1 to 2-n, a vendor terminal 3, a provider terminal 4, an insurance company terminal 5, an agent terminal 6, a guarantee company terminal 7, and a housing company. While appropriately communicating with the terminal 8, etc., various processes for realizing this service are executed.

The user terminals 2-1 to 2-n are information processing devices operated by the users U1 to Un, respectively, and are comprised of, for example, a personal computer, a smartphone, a tablet, or the like.
Note that if there is no need to distinguish each of the users U1 to Un individually, they will be collectively referred to as "user U." Further, if there is no need to distinguish each of the user terminals 2-1 to 2-n individually, they are collectively referred to as "user terminal 2."

The vendor terminal 3 is an information processing device operated by the troubleshooting vendor V, and includes, for example, a personal computer, a smartphone, a tablet, or the like.

The provider terminal 4 is an information processing device operated by the service provider G, and includes, for example, a personal computer, a smartphone, a tablet, or the like.

The insurance company terminal 5 is an information processing device operated by the insurance company Ea, and includes, for example, a personal computer, a smartphone, a tablet, or the like.

The agent terminal 6 is an information processing device operated by the insurance agent Eb, and includes, for example, a personal computer, a smartphone, a tablet, or the like.

The guarantee company terminal 7 is an information processing device operated by the guarantee company Ec, and includes, for example, a personal computer, a smartphone, a tablet, or the like.

The housing company terminal 8 is an information processing device operated by the housing company H, and includes, for example, a personal computer, a smartphone, a tablet, or the like.

FIG. 10 is a block diagram showing an example of the hardware configuration of a server in the information processing system shown in FIG.

The server 1 includes a CPU (Central Processing Unit) 11, a ROM (Read Only Memory) 12, a RAM (Random Access Memory) 13, a bus 14, an input/output interface 15, an input section 16, and an output section 17. , a storage section 18, a communication section 19, and a drive 20.

The CPU 11 executes various processes according to programs recorded in the ROM 12 or programs loaded into the RAM 13 from the storage section 18 .
The RAM 13 also appropriately stores data necessary for the CPU 11 to execute various processes.

The CPU 11, ROM 12, and RAM 13 are interconnected via a bus 14. An input/output interface 15 is also connected to this bus 14 . An input section 16 , an output section 17 , a storage section 18 , a communication section 19 , and a drive 20 are connected to the input/output interface 15 .

The input unit 16 includes, for example, a keyboard, and outputs various information.
The output unit 17 includes a display such as a liquid crystal display, a speaker, and the like, and outputs various information as images and sounds.
The storage unit 18 is composed of a DRAM (Dynamic Random Access Memory) or the like, and stores various data.
The communication unit 19 communicates with other devices (for example, the user terminal 2 and the vendor terminal 3 in FIG. 9) via a network N including the Internet.

A removable medium 30 made of a magnetic disk, an optical disk, a magneto-optical disk, a semiconductor memory, or the like is appropriately installed in the drive 20. The program read from the removable medium 30 by the drive 20 is installed in the storage unit 18 as necessary.
Further, the removable medium 30 can also store various data stored in the storage section 18 in the same manner as the storage section 18.

Although not shown, the user terminal 2, vendor terminal 3, provider terminal 4, insurance company terminal 5, agent terminal 6, guarantee company terminal 7, and housing company terminal 8 in FIG. 9 are also shown in FIG. It is possible to have basically the same hardware configuration as shown. Therefore, descriptions of the hardware configurations of the user terminal 2, the vendor terminal 3, the provider terminal 4, the insurance company terminal 5, the agent terminal 6, the guarantee company terminal 7, and the housing company terminal 8 will be omitted.

Through such cooperation between various hardware and various software of the server 1 in FIG. 10, the server 1 can execute various processes including housing trouble support processing. As a result, the service provider G can provide the above-mentioned service to the user U.
"Housing Trouble Support Processing" refers to processing executed to provide the above-mentioned service.
The functional configuration for executing housing trouble support processing executed in the server 1 will be described below.

FIG. 11 is a functional block diagram showing a functional configuration for executing housing trouble support processing among the functional configurations of the server in FIG. 10.

As shown in FIG. 11, in the CPU 11 of the server 1, when the execution of housing trouble support processing is controlled, an acquisition unit 101, an information management unit 102, a presentation unit 103, and a point management unit 104 function. .

The acquisition unit 101 acquires information including at least information regarding troubles related to the user's house and damage caused by the troubles.
Specifically, the acquisition unit 101 acquires information including at least user information, trouble information, and restoration information.
For example, if a clogged toilet occurs as a housing problem, the acquisition unit 101 may issue a message saying, ``Even though we tried low pumping, the clog did not clear up.The clog was resolved by attaching and detaching the toilet bowl and removing foreign objects. Information including a repair report such as "The requester (i.e., user U) is responsible for the actual cost due to work outside the scope of scope" is acquired.

The information management unit 102 accumulates and manages the information acquired by the acquisition unit 101.
Specifically, the information management unit 102 stores and manages user information among the various information acquired by the acquisition unit 101 in the user DB 181. Further, the information management unit 102 stores and manages trouble information and original state restoration information among the various information acquired by the acquisition unit 101 in the trouble DB 182.

The presentation unit 103 presents the information managed by the information management unit 102 to an expert E who has specialized knowledge regarding housing troubles and damages that may occur due to housing troubles.
Specifically, the presentation unit 103 presents the expert E with user information, trouble information, and restoration information managed by the information management unit 102.

Furthermore, the presenting unit 103 acquires advice information for supporting the user U by the expert E, which is generated based on various information presented to the expert E, and presents this to the user U.
Specifically, for example, in response to a housing problem such as a clogged toilet, advice may be given that ``the cost of the actual work borne by the client (i.e., user U) may be covered by fire insurance.'' Information is presented to user U.

Furthermore, the presenting unit 103 generates the information generated based on the information acquired by the acquiring unit 101 for damages necessary for at least one of claims for housing troubles or predetermined insurance money or guarantees for damages caused by housing troubles. Present reporting information.

Furthermore, the presentation unit 103 presents conditions for estimating the amount required to restore the housing trouble to its original condition, which is generated based on the information acquired by the acquisition unit 101.

The point management unit 104 provides a predetermined reward to the user U or the correspondent who provided the information acquired by the acquisition unit 101.
Specifically, for example, if the user U cooperates in using the details of housing troubles and their damages as an example, the point management unit 104 grants the user U this service points or partner points as a reward. do.
For example, if the point management unit 104 uses a user-dedicated application to provide various information necessary for insurance claims, the point management unit 104 may provide the user U with service points or partner points as a reward for simplifying the business. Give.

Although one embodiment of the present invention has been described above, the present invention is not limited to the above-described embodiment, and modifications, improvements, etc. within the range that can achieve the purpose of the present invention are included in the present invention. It is.

For example, the method for the user U or each of the correspondents to use this service is not limited to using the user-specific application or the correspondent-specific application, respectively, and other methods such as the user terminal 2, the vendor terminal 3, or This service can also be used using the browser function of each provider terminal 4.

Further, for example, in the above-described embodiment, the user U and the corresponding person are listed as the users of the dedicated application, but the invention is not limited thereto. Persons other than the user U and the corresponding person, that is, the insurance company Ea, the insurance agency Eb, the guarantee company Ec, and the housing company H, etc., can also use this service using a dedicated application or browser function.

For example, in the above-described embodiment, if user U etc. cooperates in using the details of housing troubles and their damages as examples, this service point or partner point will be given to user U etc. as a reward. Ru. However, this is just an example. The reward for the user U etc. may be, for example, cash or some kind of product.
Further, even if insurance money is not paid, it is possible to provide a reward to user U for using this service.

For example, in the above-described embodiment, if various information necessary for insurance claims is provided using a user-dedicated application, this service point or partner point will be awarded to the user as a reward for simplifying the business. etc. will be granted. However, this is just an example. The reward for user U may be, for example, cash or some kind of product.

Furthermore, according to the present invention, the user U who uses this service can enjoy the following benefits.
That is, the user U can receive a 24-hour emergency dispatch/assistance service (hereinafter referred to as "dispatching service"). Emergency services provide first aid. Therefore, the user U can specifically enjoy the following benefits.
For example, if a housing problem such as a plumbing issue occurs, user U can call a call center and have it dealt with. In this case, past response history at the call center is referred to, and emergency measures can be taken by a cooperating company (for example, troubleshooting company V). Then, the response history is stored in the server 1 as response information, and the information is notified to the service provider G, troubleshooter V, etc. as a breaking news.
Here, the housing trouble may not be resolved with emergency measures, and parts replacement or special work may be required, which may incur costs to the user U. In this case, the past correspondence information stored in the server 1 is referred to, and if there is a case in which the user U has incurred an expense burden and the insurance money has been paid, then based on that case, the Follow-up takes place.
As a follow-up method for the user U, for example, a predetermined notification is given via a user-dedicated application, and the service provider G and the user U are contacted.
Here, the user U can provide captured image data showing the specific situation of housing troubles and damages. Previously, it was necessary to attach captured image data to an email or print it out and mail it, but with this service, user U can easily send captured image data using a user-specific app. It can be uploaded to server 1.
When the data of the above-mentioned captured image is uploaded by the user U, the above-mentioned captured image can be easily shared between the user U, the service provider G, the troubleshooting company V, and the housing company H, etc. You will be able to do this. As a result, the trouble of visiting the site of housing trouble can be saved.

In addition, it is possible to support product-included insurance (for example, injury compensation and personal liability compensation).
Further, preferential services can be applied to user U who has used this service via the website.

Further, by using this service using the user-dedicated application, user U can specifically enjoy the following benefits.
That is, user U can request emergency service by simply sending a predetermined message using a user-specific application.
Further, the user U can request emergency service by simply transmitting captured image data showing the specific situation of housing troubles and damages using a user-dedicated application.
Moreover, the user U can be contacted by the call center of the on-call service simply by pressing a predetermined call button (not shown) using a user-dedicated application. Thereby, the user U can easily report the situation of the housing trouble and can easily request emergency service.
Further, after requesting emergency service, the user U can use the GPS (GLOBAL Positioning System) function of the user-dedicated application to obtain information regarding the location of the person providing first aid (for example, the troubleshooting company V). Thereby, the user U can confirm the expected arrival time while visually checking the movement status of the person providing first aid (for example, the troubleshooting company V) on the map.
Furthermore, the user U can use the user-dedicated application to obtain information regarding the person providing first aid (for example, the troubleshooting company V). Thereby, the user U can also check, for example, the past work performance of the person providing first aid and the evaluations (word of mouth, etc.) from other users U.
Furthermore, the user U can also make a video call with the call center of the on-call service using a user-dedicated application. Thereby, the emergency service call center can instruct the user U on the first aid measures that can be taken based on the displayed video. Specifically, for example, it is possible to provide instructions on how to open and close the main water valve. As a result, it is possible to improve the quality of first aid provided by emergency services.
In addition, user U, who is an insurance policyholder of insurance company Ea, uses the GPS function of the user-dedicated application to contact the nearest first aid provider (for example, troubleshooting company V) who is affiliated with insurance company Ea. You can also request a pick-up service. In this case, the user U may initially pay the expenses to the person providing the first aid, and then the user U may request the insurance company Ea to pay the insurance claim.
Further, the user U who is an insurance policy holder of the insurance company Ea can also personally request a person (for example, a trouble handling company V) to provide emergency treatment when a housing trouble occurs. In this case, the user U can also request payment of insurance money from the insurance company Ea from a request form exclusively for policyholders provided on a predetermined website or from a user-specific application.

Further, the user-dedicated application can be linked with a home (hereinafter referred to as a "smart home") that has IoT (Internet of Things) equipment and home appliances.
Thereby, the user U can also obtain information regarding the lifespan of equipment and home appliances based on information indicating the usage status of smart home equipment and home appliances by using the user-dedicated application.
As a result, the user U can also receive notifications regarding the timing of inspections of smart home equipment and home appliances, and the like. In addition, in this case, by registering in advance the company that will perform the inspection work, the user U can share information regarding the inspection timing of smart home equipment and home appliances with the company that will perform the inspection work. can.
User U can also request emergency service by simply pressing an "emergency call button" (not shown) installed at user U's residence, for example, without using a user-specific application.
User U can also register in advance with this service equipment, home appliances, etc. that may cause housing troubles. In this case, according to this service, it is also possible to automatically generate data such as warranties for registered equipment and home appliances, etc., and to automatically send the generated data such as warranties to user U. .

It is also possible to provide a dialing service by non-life insurance experts. As a result, when a housing problem occurs, similar past cases accumulated on the server 1 can be referenced by simply inputting the situation into a predetermined input form.
Further, the contents of the insurance contract including the guarantee contents, the WEB securities, etc. can be registered in the server 1. Thereby, the user U as an insurance policyholder can easily view and check the specific compensation details of the insurance contracted by him/her, the WEB securities, etc. using the user-dedicated application.

Furthermore, in addition to points as a reward in the above-described embodiment, points can also be provided as a point service to the user U who satisfies predetermined conditions.
Specifically, for example, when conditions such as when logging in to a user-specific application for the first time, when various anniversaries (for example, birthdays, childbirth, the date of response to the handover of a house, etc.) arrive, and when a predetermined notification is opened, etc. Points can be awarded to the user U who has The points awarded can also be exchanged for products.
In addition, corporate companies can commercialize it as a service menu of welfare service products for employees.
In addition, it is possible to set exclusive point grant conditions for each partner company of service provider G, so that, for example, dedicated points can be used in each partner company's market (for example, remodeling, restaurants, various services, etc.). It can also be done.

Additionally, as a service related to this service, a service that provides medical information over the telephone (hereinafter referred to as a "medical information dial service") can be provided. This allows the user to easily seek medical advice over the phone if, for example, he or she is injured due to housing troubles.
Further, by linking the GPS function of the user-dedicated application with the medical guidance dial service, guidance to hospitals and clinics can be facilitated.
Additionally, the medical information dialing service allows you to make video calls with a call center. This makes it possible to provide more appropriate and efficient consultation than voice call consultation. In addition, simple medical treatment can be performed at that time. Additionally, we can arrange for delivery of prescriptions or prescription drugs.

Further, for example, the series of processes described above can be executed by hardware or by software.
Further, one functional block may be configured by a single piece of hardware, a single piece of software, or a combination thereof.

When a series of processes is executed by software, a program constituting the software is installed on a computer or the like from a network or a recording medium.
The computer may be a computer built into dedicated hardware.
Further, the computer may be a computer that can execute various functions by installing various programs, such as a server, a general-purpose smartphone, or a personal computer.

Recording media containing such programs not only consist of removable media (not shown) that is distributed separately from the device itself in order to provide the program to users, but also those that are pre-installed in the device body. It consists of recording media etc. provided to users.

Note that in this specification, the step of writing a program to be recorded on a recording medium is not only a process that is performed chronologically in accordance with the order, but also a process that is not necessarily performed chronologically but in parallel or individually. It also includes the processing to be executed.
Furthermore, in this specification, the term system refers to an overall device composed of a plurality of devices, a plurality of means, and the like.

In summary, the information processing apparatus to which the present invention is applied (for example, the server 1 in FIG. 11) only needs to have the following configuration, and can take various embodiments.
That is, the information processing device to which the present invention is applied is
Acquisition means (for example, acquisition unit 101 in FIG. 11) that acquires first information (for example, corresponding information in FIG. 2) that includes at least information regarding troubles related to the user's (for example, user U in FIG. 2) home and damage caused by the troubles. )and,
a management unit (for example, the information management unit 102 in FIG. 11) that accumulates and manages the first information acquired by the acquisition unit;
Presenting second information (e.g., correspondence information) that includes at least the first information managed by the management means to an expert (e.g., insurance agent Eb in FIG. 2) who has specialized knowledge regarding the trouble and the damage. a first presentation means (for example, the presentation section 103 in FIG. 11),
Equipped with

As a result, the first information acquired by the acquisition means and managed by the management means is presented to the expert by the first presentation means, so that the expert can use the information can be easily obtained.

Further, the third information for supporting the user by the expert (for example, the advice information in FIG. 2) generated based on the second information presented by the first presentation means is acquired, and the third information is generated based on the second information presented by the first presentation means. It is possible to further include a second presentation means (for example, the presentation section 103 in FIG. 11) that presents information to the user.

As a result, the second presentation means presents the third information to the user, so that even a policyholder with little knowledge about insurance, guarantees, etc., can receive information regarding appropriate insurance money and guarantees for damages, etc. Billing etc. can be done easily.

Further, the first information may include data of a captured image indicating a specific situation of the trouble or the damage.

Thereby, an expert can refer to captured image data showing the specific situation of trouble or damage. As a result, the expert can easily understand the situation of the trouble from the data of the captured image, and therefore can provide appropriate and accurate information to the user.

Furthermore, fourth information (for example, damage report information in FIG. 2) necessary for claiming at least one of predetermined insurance money or guarantee for the trouble or the damage, which is generated based on the first information, is presented. It is possible to further include a third presentation means (for example, presentation section 103 in FIG. 11).

As a result, the third presentation means presents the fourth information, making it possible to easily claim at least one of predetermined insurance money and guarantee for trouble or damage.

The invention may further include fourth presentation means (for example, the presentation unit 103 in FIG. 11) that presents conditions for estimating the amount required to restore the trouble to its original state, which is generated based on the first information. .

As a result, the fourth presentation means presents the estimation conditions, making it possible to easily request calculation of the estimated amount. As a result, it becomes possible to report damage smoothly. In addition, since it is possible to encourage a person the user trusts or a person responsible for the user's home to take action, construction problems can be avoided when troubles in the home are restored to their original condition. .

Further, it is possible to further include a provision means (for example, the point management unit 104 in FIG. 11) that provides a predetermined reward (for example, the main service points in FIG. 2) to the person who has become the provider of the first information.

As a result, the providing means provides a predetermined reward to the user, so that it is possible to provide a predetermined reward to a user who cooperates in using an insurance claim case, for example. As a result, it can be expected that the number of available cases will increase. Furthermore, the number of users can be expected to increase because it is possible to spread the word to society that by having appropriate insurance information provided, insurance claims can be paid appropriately and reliably. As a result, it can be expected that the number of users who will be provided with appropriate and accurate information regarding insurance coverage will increase.

1: Server, 2, 2-1 to 2-n: User terminal, 3: Vendor terminal, 4: Provider terminal, 5: Insurance company terminal, 6: Agency terminal, 7: Guarantee company terminal, 8: House Office terminal, 11: CPU, 12: ROM, 13: RAM, 14: Bus, 15: Input/output interface, 16: Input section, 17: Output section, 18: Storage section, 19: Communication section, 20: Drive, 30: Removable media, 101: Acquisition unit, 102: Information management unit, 103: Presentation unit, 104: Point management unit, 181: User DB, 182: Trouble DB, P: System administrator, U, U1 to Un: User , V: troubleshooting company, G: service provider, E: expert, Ea: insurance company, Eb: insurance agency, Ec: guarantee company, etc., H: housing company, etc., SS: step in service, N: network

Claims (6)

acquisition means for acquiring first information including at least information regarding troubles related to the user's home and damage caused by the troubles;
management means for accumulating and managing the first information acquired by the acquisition means;
first presentation means for presenting second information including at least the first information managed by the management means to an expert with specialized knowledge regarding the trouble and the damage;
An information processing device comprising: a second presentation of acquiring third information for supporting the user by the expert, generated based on the second information presented by the first presentation means, and presenting the third information to the user; further equipped with means;
The information processing device according to claim 1. The first information includes data of a captured image indicating the specific situation of the trouble or the damage.
The information processing device according to claim 1 or 2. further comprising a third presentation means for presenting fourth information generated based on the first information and necessary for claiming at least one of predetermined insurance money or guarantee for the trouble or the damage;
An information processing device according to any one of claims 1 to 3. further comprising a fourth presentation means for presenting an estimate condition of the amount required to restore the trouble to its original state, which is generated based on the first information;
An information processing device according to any one of claims 1 to 4. further comprising provision means for providing a predetermined reward to the person who has become the provider of the first information;
An information processing device according to any one of claims 1 to 5.

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