JP2024029996A - Support device and method - Google Patents

Abstract

An object of the present invention is to provide a support device and a support method that configure a process according to the type of damage. A support device 1 according to an embodiment of the present invention includes: an acquisition unit 100a that acquires event information regarding an event that is the subject of an insurance claim; a plurality of processes necessary for determining compensation for the event; A storage unit 102 that stores process information including target conditions that must be met by predetermined information including event information in order for an event to become a target of a process, and progress conditions that must be met by predetermined information in order to proceed with a process; For each of the processes, the target determination unit 100d determines whether the event is the target of the process based on the target condition, and for each of the plurality of processes, the target determination unit 100d determines whether the event is the target of the process. and a progress determination unit 100e that determines whether to proceed or stop the process based on the progress condition in response to the determination that the process is the target. [Selection diagram] Figure 2

Description

The present invention relates to a support device and a support method.

2. Description of the Related Art Conventionally, systems have been known that perform damage assessment for insurance claim 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 an insurance claim can be paid based on the comparison result. According to this, appraisal judgments can be made uniformly and centrally.

Japanese Patent Application Publication No. 2003-030441

If there are multiple types of damage related to insurance claims, it is necessary to configure the process from receiving a report on the damage to paying the insurance claim depending on the type of damage. However, the system described in Patent Document 1 cannot configure a process depending on the type of damage.

Therefore, in view of the above problems, the present invention aims to configure a process according to the type of damage.

A support device according to one aspect of the present invention includes an acquisition unit that acquires event information regarding an event that is the subject of an insurance claim, a plurality of processes necessary for determining compensation for the event, and an event that is the subject of the process. a storage unit that stores process information including target conditions that must be met by predetermined information including event information in order to proceed, and progress conditions that must be met by the predetermined information in order to proceed with the process; A target determination unit that determines whether an event is a target of the process based on conditions, and a target determination unit that determines whether the event is a target of the process and each of the plurality of processes. Accordingly, the process includes a progress determination unit that determines whether to proceed or stop the process based on the progress condition.

A support method according to another aspect of the present invention includes an acquisition step of acquiring event information regarding an event that is the subject of an insurance claim, and a method for each of a plurality of processes necessary to determine compensation for the event. a target determination step of determining whether or not the event is a target of the process based on target conditions that predetermined information including event information must satisfy in order for the event to become the target of the process; and each of the plurality of processes. In response to the event being determined to be the target of the process in the target determination step, it is determined whether the process should proceed or stop based on the progress condition that the predetermined information must satisfy in order to proceed with the process. A progress determination step for making a determination is executed.

According to the present invention, a process can be configured depending on the type of damage.

FIG. 1 is a diagram for explaining an example of the functional configuration of a system according to the present embodiment. FIG. 2 is a diagram for explaining an example of the operation of the system according to the present embodiment. FIG. 2 is a diagram for explaining an example of the operation of the system according to the present embodiment. FIG. 2 is a diagram for explaining an example of the operation of the system according to the present embodiment. FIG. 2 is a diagram for explaining an example of the operation of the system according to the present embodiment. FIG. 2 is a diagram for explaining an example of the operation of the system according to the present embodiment. FIG. 2 is a diagram for explaining an example of the operation of the system according to the present embodiment. FIG. 1 is a diagram for explaining an example of the hardware configuration of a system according to the present embodiment. It is a figure for explaining the modification of the system concerning this embodiment. It is a figure for explaining the modification of the system concerning this embodiment. It is a figure for explaining the modification of the system concerning this embodiment.

A preferred embodiment of the present invention (hereinafter referred to as "this embodiment") will be described with reference to the accompanying drawings. In addition, in each figure, those with the same reference numerals have the same or similar configurations.

In the present invention, "part", "means", "apparatus", and "system" do not simply mean physical means; This also includes cases where the functions of the above are realized by software. Furthermore, even if the function of one "part", "means", "device", or "system" is realized by two or more physical means, devices, or software, two or more "parts" or "means" ”, “apparatus”, and “system” may be realized by one physical means, device, or software.

<1. System configuration>
An example of the system configuration of the support system according to this embodiment will be described with reference to FIG.

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. For example, the number of terminal devices is not limited to two, 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 a communication network 16 . Note that the support system may be part of another system.

The support device 1 provides information that allows the user of the first terminal device 10 (hereinafter referred to as the "first user" or "insured person") to proceed or stop the process for receiving compensation regarding the event that is the subject of an insurance claim. It is a processing device, and is an information processing device capable of communicating with a first terminal device 10, a second terminal device 12, and an external storage device 14. By executing a predetermined program, the support device 1 can execute various processes for advancing or stopping processes depending on the type of damage.

The first terminal device 10 is a terminal device of a user who wants to receive compensation, and is a terminal device that can communicate 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 regarding the event to the support device 1 by executing a predetermined program.

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 includes the support device 1, the first terminal device 10, and an external storage device. This is a terminal device that can communicate with 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.

The external storage device 14 is an information processing device that stores various information and is capable of communicating with the support device 1 and the second terminal device 12 . The various information includes information regarding the first user's contract, information regarding messages sent and received between the first user and the second user, information regarding damage to the first user, information regarding compensation granted to the first user, etc. is included.

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

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.

-Support device 1-
The support device 1 includes a control section 100, a storage section 102, and a network interface section 104, each of which is electrically connected via a bus 106.

The storage unit 102 includes an event information DB (DataBase) 102a, an additional information DB 102b, an external information DB 102c, and a process information DB 102d.

The event information DB 102a stores event information that the acquisition unit 100a acquires from the first terminal device 10 and includes information regarding an event that is the subject of an insurance claim. The event information is typically information input into the first terminal device 10 by the first user. The event information may include information regarding the type of damage of the event.

An event is a variety of events that are the subject of an insurance claim and may be subject to compensation. The types of event damage include, for example, automobile accidents, wide-area disasters (fire, wind disasters, water disasters, etc.), theft, loss, and damage. Furthermore, an insurance claim is a request for grant of compensation, and is typically a request for payment of insurance money.

The additional information DB 102b stores additional information for advancing the process, which the acquisition unit 100a has acquired from the second terminal device 12. The additional information is typically information entered by the second user into the second terminal device 12 in order to proceed with the process.

The external information DB 102c stores information (hereinafter referred to as "external information") that the acquisition unit 100a acquires from the external storage device 14. External information includes contract information, message information, damage information, compensation information, and disaster information. External information is typically information that is also stored in external systems (for example, a contract system, a response system, a case management system, an approval system, a disaster detection system, etc.).

Note that hereinafter, information including event information, additional information, and external information will be referred to as predetermined information. An example of the predetermined information will be described later using FIG. 5.

The process information DB 102d stores process information for each type of damage. Process information includes multiple processes necessary to determine compensation for an event, target conditions that the predetermined information must satisfy in order for the event to be subject to the process, and progress conditions that the predetermined information must satisfy in order to proceed with the process. Contains information about and. That is, the target conditions and progress conditions are stored in the storage unit for each type of event damage.

The plurality of processes include at least one of determining liability, initial response, damage assessment, and awarding compensation.

Liability determination is a process of determining whether a user is eligible for compensation. A case where compensation is not applicable is, for example, a case where the insurer is not responsible for granting compensation (that is, is not responsible). Cases in which the insurer is not responsible for providing compensation include, for example, cases where the first user causes an accident due to driving without a license, or cases where the damage to the first user occurs outside the contract period of the insurance contract. including.

Initial response is the process of acquiring event information. The event information acquired in the initial response includes, for example, the type of accident, the location where the accident occurred, the storage location, an image of the damaged area, the presence or absence of injuries, and the like. The warehousing destination means a vendor, etc. who requests repair of the damaged area. Note that event information is also acquired in cases other than initial response.

Damage assessment is the process of determining compensation. Determining compensation includes, for example, estimating the repair cost based on an image of the damaged area and calculating the amount of insurance money to be paid. Note that determining compensation includes not only determining the specific content of compensation and determining the granting of compensation to the first user, but also determining whether, for example, the insurer is not responsible in the liability determination. It also includes determining not to provide compensation to the first user.

Granting compensation is the process of granting compensation to a user. Providing compensation includes the insurer directly or indirectly granting compensation to the first user. Directly providing compensation includes, for example, transferring insurance money to the first user's bank account and settling repair costs paid by the first user. Indirectly providing compensation includes, for example, paying a repair fee to a repair shop and arranging a substitute car during the repair period.

The target condition and the progress condition include a plurality of conditions corresponding to a plurality of items belonging to the process. Examples of the target conditions and progress conditions will be described later using FIGS. 6 and 7.

The control unit 100 includes an acquisition unit 100a, a selection unit 100b, a progress control unit 100c, a notification unit 100f, a fraud detection unit 100g, and a communication unit 100h.

The acquisition unit 100a acquires event information regarding an event that is the subject of an insurance claim from the first terminal device 10. That is, the acquisition unit 100a includes an event information acquisition unit that acquires event information. The acquired event information is stored in the event information DB 102a. The event information includes information regarding the type of damage caused by the event.

In addition, the acquisition unit 100a acquires additional information for advancing the process from the second terminal device 12. That is, the acquisition unit 100a includes an additional information acquisition unit that acquires additional information. The acquired additional information is stored in the additional information DB 102b.

In addition, the acquisition unit 100a acquires external information from the external storage device 14. That is, the acquisition unit 100a includes an external information acquisition unit that acquires external information. The acquired external information is stored in the external information DB 102c.

The selection unit 100b selects process information corresponding to the type of damage based on the event information. The selection unit 100b may select process information corresponding to the type of damage based on a process information selection list in which process information is associated with each type of damage. An example of a method for selecting process information will be described later using FIGS. 2 and 3.

The progress control unit 100c includes a target determining unit 100d that determines, for each of a plurality of processes, whether an event is a target of the process based on target conditions. Information regarding the target condition is included in the process information selected by the selection unit 100b. A case where the target determination unit 100d makes a negative determination (that is, the event is determined not to be subject to the process) means, for example, when the event is a personal injury accident involving multiple cars, compensation is not required. This includes cases where the grant cannot be performed through a routine process. In such a case, the second user typically proceeds with the process on behalf of the support device 1 and executes the provision of compensation.

In addition, the progress control unit 100c causes each of the plurality of processes to proceed with the process based on progress conditions in response to the event being determined by the target determination unit 100d to be the target of the process. It also includes a progress determination unit 100e that determines whether to stop or stop. Information regarding the progress conditions is included in the process information selected by the selection unit 100b. A case where the progress judgment unit 100e makes a negative judgment (that is, a case where it is judged that the process should be stopped) means, for example, when there is insufficient information necessary for the process to proceed, additional information is This includes cases where compensation can be granted through a routine process by inputting . In such a case, typically, the second user inputs additional information to the support device 1, and the support device 1 advances the process based on the additional information.

The target determining unit 100d and the progress determining unit 100e each make a determination based on target conditions and progress conditions corresponding to the type of damage of the event. For example, if the type of damage is "automobile accident," target determination is made based on condition group C111-condition group C141, which will be described later with reference to FIGS. to judge the progress.

To summarize the above, the progress control unit 100c uses the object determination unit 100d to determine whether or not the event can be handled by the support device 1 for each of the plurality of processes, and if it can be handled, the event is determined by the object determination unit 100d. The progress determination unit 100e advances the process. That is, each of the plurality of processes includes a step in which the target determination unit 100d performs a target determination, and a step in which the progress determination unit 100e performs a progress determination. An example of the operation of the progress control unit 100c will be described later using FIGS. 4 to 7.

The notification unit 100f notifies the second terminal device 12 in response to the stoppage of the process by the progress determination unit 100e. The content of the notification typically requests the second user to enter additional information to proceed with the process.

Note that notifying the second terminal device 12 means allowing the second user to recognize the content of the notification. In other words, notifying means, for example, in addition to actively notifying from the server device side such as push notification, requesting and obtaining information regarding the notification from the second terminal device 12 from the server device side. include.

The fraud detection unit 100g detects the presence of fraud in event information based on information including event information and external information. A case where fraud exists is, for example, a case where compensation is requested even though the event for which compensation is not actually occurring has occurred.

The communication unit 100h 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 the information transmitted and received will be described later using FIG. 4 and the like.

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

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

The first terminal device 10 includes a control section, a storage section, an input section, an output section, and a communication section (not shown). The control unit executes predetermined processing such as transmitting event information by executing various programs stored in the storage unit. The input unit operates a microphone, keyboard, touch panel, camera, etc. The output unit operates a display device such as a liquid crystal screen, a speaker, and the like. The communication unit communicates with the support device 1 and the second terminal device 12 .

-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.

The second terminal device 12 includes a control section, a storage section, an input section, an output section, and a communication section (not shown). The control unit executes predetermined processing such as sending additional information by executing various programs stored in the storage unit. The input unit operates a microphone, keyboard, touch panel, camera, etc. The output unit operates a display device such as a liquid crystal screen, a speaker, and the like. The communication unit communicates with the support device 1, the first terminal device 10, and the external storage device 14.

-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, a compensation information DB 14d, and a disaster information DB 14e.

The contract information DB 14a stores information regarding the first user's contract. The information regarding the contract includes information such as the contract status, license validity, contract period, class, age of the first user, insurance premium amount, and insurance premium payment history.

The message information DB 14b stores information regarding messages sent and received between the first user and the second user. The information regarding the message includes a message sent by the first user to the second user and information regarding the second user's response status to the message. For example, if the second user has not responded to a message sent by the first user to the second user (or the insurance company to which the second user belongs), information indicating "unresponsive" is stored. do.

The damage information DB 14c stores information regarding event damage. The information regarding the damage includes the scale of the damage, the specific location of the damage, whether or not the damaged item can be used, image data regarding the damage situation, estimate data regarding the damage assessment, and the like.

The compensation information DB 14d stores information regarding compensation for the first user. The information regarding compensation includes the details of compensation for the first user (for example, the amount of insurance money paid).

The disaster information DB 14e stores information regarding wide area disasters. Information on wide-area disasters includes information on wind disasters (for example, typhoon number, course, affected area, scale of damage, date and time of occurrence, maximum wind speed, etc.), information on water disasters (for example, location of tsunami and storm surge, scale of damage, and related information). This information includes information on earthquakes, wind disasters, etc.) and fires (for example, location of fire, scale of damage, cause of fire, etc.).

<3. Operation example of support device 1>
An example of an operation when the support device 1 selects process information and advances or stops a process based on the process information will be shown using FIGS. 2 to 7.

-Example of operation of selection unit 100b-
An example of the operation of the selection unit 100b will be described with reference to FIGS. 2 and 3.

FIG. 2 shows an overview of the operation of the support device 1. The support device 1 uses the acquisition unit 100a to acquire event information from the first terminal device 10 (S12). The event information includes information regarding the type of damage, and in this embodiment, it is assumed that the type of damage is "automobile accident." Obtaining event information means, for example, receiving a message regarding a report of a car accident from the first user. In this example, in addition to information regarding the type of damage, information regarding the accident date, accident type, and occurrence location is acquired as event information.

The support device 1 selects process information corresponding to the type of damage using the selection unit 100b (S14). In this embodiment, it is assumed that process information corresponding to the type of damage is selected based on the process information selection list shown in FIG. In the process information selection list, process information is associated with each type of damage. Specifically, process information P10, process information P20, process information P30, and process information P40 are associated with the damage types of "automobile accident," "wind disaster," "water disaster," and "fire," respectively. .

In this embodiment, it is assumed that the type of damage included in the event information acquired in S12 is "automobile accident." In this case, the selection unit 100b selects process information P10 associated with "car accident."

The progress control unit 100c makes a target determination based on the target condition included in the process information P10 selected by the selection unit 100b, and similarly performs a progress determination based on the progress condition included in the process information P10. According to FIG. 3, the process information P10 includes a condition group C111, a condition group C121, a condition group C131, and a condition group C141, which are stop conditions, and a progress condition for each of the processes P11, P12, P13, and P14. This is information in which condition group C112, condition group C122, condition group C132, and condition group C142 are associated. That is, the progress control unit 100c advances processes P11 to P14, performs target determination in each process based on condition group C111 to condition group C141, and performs progress determination based on condition group C112 to condition group C142.

For example, as shown in FIG. 2, the progress control unit 100c performs target determination in the process P11 based on the condition group C111, which is the target condition associated with the process P11 (S16), performs step A (S18), and executes the process P11. A progress determination (S20) is made based on the condition group C112, which is a progress condition associated with. In addition, for example, in the process P14, target determination is performed based on the condition group C141 (S34), progress determination is performed based on the condition group C142 (S36), and step D is performed (S38). Note that a step is at least a part of a process. For example, the process of determining liability may include a step of confirming the first user's contract information.

In the above, the case where the type of damage included in the event information acquired in S12 is "automobile accident" has been described, but if the type of damage included in the event information is "wind disaster", the selection unit 100b The process information P20 is selected (see FIG. 3), and the progress control unit 100c makes a target determination based on the process information P20 (that is, the process P21 to the process P24, the condition group C211 to the condition group C241, and the condition group C212 to the condition group C242). and judge the progress. In this way, the support device 1 can provide compensation through a plurality of processes depending on the type of damage.

-Example of operation of progress control unit 100c-
An example of the operation of the progress control section 100c will be described with reference to FIGS. 4 to 7. In this example, it is assumed that event information is acquired in S12 as described above, and process information P10 is selected in S14. Furthermore, it is assumed that the processes P11, P12, P13, and P14 belonging to the process information P10 are responsible determination, initial response, damage assessment, and granting of compensation, respectively. Note that the support device 1 and the second user belong to an insurance company, and the first user is a person who has an insurance contract provided by the insurance company.

FIG. 5 shows an example of the predetermined information after S12. The predetermined information after S12 is "car accident" and "July 1, 2022" associated with the "type of damage," "date of accident," "form of accident," and "place of occurrence," respectively. , "Collision (single collision, with object, no injuries)" and "Domestic" information. Note that since information regarding other items has not been acquired, information "not acquired" is associated with them.

First, the support device 1 executes process P11. Process P11 is liability determination (see FIG. 4).

In the process P11, the support device 1 uses the target determination unit 100d to perform target determination based on the condition group C111, which is the target condition associated with the process P11 (S300).

FIG. 6 shows an example of target conditions. The target conditions include conditions corresponding to items belonging to the process. An item belonging to a process is typically an item determined in the process. For example, according to FIG. 6, "accident date", which is an item determined in the target determination of process P11, is an item belonging to process P11. In addition, for example, the items determined in the target determination of any of processes P11 to P14 are "accident date," "accident type," and "payment item," so these are items that belong to the entire process. .

Further, the conditions corresponding to the items belonging to the process are typically the conditions associated with each item. For example, the condition corresponding to the item belonging to process P11 is the condition that "the accident report date is within three years from the accident date" which corresponds to the "accident date" item.

The items to be determined may differ depending on the stage of the process. For example, as shown in FIG. 6, the item "accident date" may be determined in the target determination of process P11, and the item "accident type" may be determined in the target determination of process P12.

According to FIG. 6, in the target determination of process P11 of S300, a condition (that is, condition group C111) corresponding to the item "date of accident" is determined. According to the predetermined information after S12 in FIG. 5, the predetermined information acquired regarding the "accident date" is "July 1, 2022." In this example, it is assumed that the accident report date is July 2, 2022. That is, the condition that "the accident report date is within three years from the accident date" corresponding to the "accident date" is satisfied. Therefore, the predetermined information satisfies the condition group C111, and the target determining unit 100d determines that the event is the target of the process.

After that, the support device 1 uses the acquisition unit 100a to acquire external information from various DBs stored in the external storage device 14 (S302). External information includes contract information (e.g., information regarding contract status and license validity), damage information (e.g., information regarding storage location and images of damaged areas), and compensation information (e.g., information regarding payment items and payment amount). including. The acquired external information is stored in the external information DB 102c.

FIG. 5 shows an example of the predetermined information at the time after S302. The predetermined information after S302 includes, in addition to the event information acquired in S12, the external information acquired in S302, such as "contract status", "license validity", "warehousing destination", and "image of damaged area". ”, “Payment item”, and “Payment amount”, respectively, include information such as “Valid”, “Valid”, “Unknown”, “Not registered”, “Undetermined”, and “Undetermined”.

Note that the case where the information associated with any item is "unknown" includes the case where the information is not obtained by the obtaining unit 100a. In this example, it is assumed that information regarding "warehousing destination" is not stored in the external storage device 14. Therefore, the acquisition unit 100a is unable to acquire this information, and the information “unknown” is associated with the “warehousing destination” item.

After that, in the support device 1, the progress determination unit 100e performs a progress determination based on the condition group C112, which is the progress condition associated with the process P11 (S304).

FIG. 7 shows an example of progress conditions. Like the target condition, the progress condition also includes a plurality of conditions corresponding to a plurality of items belonging to the process. For example, according to FIG. 6, the items determined in the progress determination of process P11 are "accident type", "occurrence location", "contract status", and "license validity", so these belong to process P11. Multiple items. The multiple conditions corresponding to the multiple items include, for example, ``A motor vehicle accident with property,'' which corresponds to each of the following items: ``Accident type,'' ``Place of occurrence,'' ``Contract status,'' and ``License validity.'' ``The accident occurred in Japan,'' ``The contract is valid,'' and ``The license is valid.''

Also in progress determination, the items to be determined may differ depending on the stage of the process. For example, as shown in Figure 6, the following items are determined in the progress determination of process P11: "accident type," "occurrence location," "contract status," and "license validity," and in the progress determination of process P12, "accident Items such as “form” and “warehousing destination” may be determined.

Further, since the predetermined information may change as the process progresses, conditions associated with a specific item may be determined in multiple processes. That is, the plurality of processes include a first process and a second process, the target conditions for the first process are at least partially common with the target conditions for the second process, and the progress conditions for the first process are the same as the target conditions for the second process. may be at least partially in common with the progress conditions related to the above.

For example, at least a portion of the condition group C112 and the condition group C122, which are progress conditions, may be common. More specifically, according to FIG. 7, the conditions related to the "accident form" of the condition group C112 corresponding to the process P11 (corresponding to at least a part of the progress conditions related to the first process) are the conditions corresponding to the process P13. This condition is common to the condition related to the "accident type" of group C132 (corresponding to at least a part of the progress condition related to the second process).

In addition, for example, the condition group C121 and the condition group C141, which are target conditions, may have at least a part in common. More specifically, according to FIG. 6, the conditions related to the "accident type" of the condition group C121 corresponding to the process P11 (corresponding to at least a part of the target conditions related to the first process) are the conditions related to the condition group C121 corresponding to the process P14. This is common to the conditions related to the "accident type" of C142 (corresponding to at least some of the target conditions related to the second process).

The progress determination unit 100e advances or stops the process based on whether the predetermined information satisfies a plurality of conditions corresponding to the process. In this embodiment, the process is allowed to proceed when the predetermined information satisfies all of the plurality of conditions, and the process is stopped when any one or more of the plurality of conditions is not satisfied.

According to FIG. 6, in determining the progress of process P11, conditions (i.e., condition group C112) corresponding to the four items of "accident type", "occurrence location", "contract status", and "license validity" are set. It will be judged. According to the predetermined information obtained after S302 in FIG. This is an accident with property.” Furthermore, the predetermined information acquired regarding the "place of occurrence" is "domestic", which satisfies the condition that "the place of occurrence of the accident is domestic" corresponding to the "place of occurrence". Further, the predetermined information acquired regarding the "contract status" is "valid" and satisfies the condition that "the contract is valid" corresponding to the "contract status". Further, the predetermined information acquired regarding the "validity of the license" is "valid" and satisfies the condition that "the license is valid" corresponding to the "validity of the license". To summarize the above, the predetermined information satisfies all of the condition group C112, and the progress control unit 100c advances the process.

Next, the support device 1 executes process P12. Process P12 is an initial response (see FIG. 4).

In the process P12, the support device 1 uses the target determination unit 100d to perform target determination based on the condition group C121, which is the target condition associated with the process P12 (S306).

According to FIG. 6, in the target determination of process P12, a condition (ie, condition group C121) corresponding to the item "accident type" is determined. Since the predetermined information at the time of S306 is the same as the predetermined information after S302, according to the predetermined information after S302 in FIG. (none)" and satisfies the condition that "no one was injured in the accident" corresponding to the "type of accident." Therefore, the predetermined information satisfies the condition group C121, and the target determining unit 100d determines that the event is the target of the process.

After that, the support device 1 requests the first user to transmit information regarding the accident (S308). The request may be made via dedicated application software installed on the first terminal device 10. Further, the request may relate to information that is "unknown" in the predetermined information at that time. In this example, it is assumed that the content of the request is to transmit information regarding the "warehousing destination" whose information is "unknown" in the predetermined information after S302.

The support device 1 that has transmitted the request acquires information regarding the answer from the first user using the acquisition unit 100a (S310). In this example, it is assumed that the answer obtained from the first user in response to the request from the support device 1 is "○○ factory." That is, the predetermined information after S310 includes the information "○○ factory" for the item "warehousing destination".

Note that the support device 1 may be in a standby state from the request for accident information (S308) to the acquisition of the first user's response (S310). At this time, the process is said to be progressing even if it is in a standby state.

After that, in the support device 1, the progress determination unit 100e performs a progress determination based on the condition group C122, which is the progress condition associated with the process P12 (S312).

According to FIG. 7, in determining the progress of process P12, conditions (that is, condition group C122) corresponding to the two items "accident type" and "warehousing destination" are determined. According to the predetermined information after S310 in FIG. The condition "It was an accident" is met. Further, the predetermined information acquired regarding the "warehousing destination" is "○○ factory", which satisfies the condition that "the warehousing destination is known" corresponding to the "warehousing destination". Therefore, the predetermined information satisfies all of the condition group C122, and the progress control unit 100c advances the process.

If the predetermined information after obtaining the answer from the first user does not satisfy the progress condition, the support device 1 may request accident information again (corresponding to S308). For example, if the information about the warehousing destination obtained from the answer is "XX factory" and the warehousing destination does not actually exist, the information about the warehousing destination is sent again so that the answer is an actually existing warehousing destination. You may also ask for

Next, the support device 1 executes process P13. Process P13 is damage assessment (see FIG. 4).

In the process P13, the support device 1 uses the target determination unit 100d to perform target determination based on the condition group C131, which is the target condition associated with the process P13 (S314).

According to FIG. 6, there are no items to be determined in the target determination of process P13. In such a case, since there is no item of the predetermined condition that does not satisfy the target condition, the target determination unit 100d determines that the event is the target of the process.

That is, at least one of the progress determination and target determination in a portion of the plurality of processes may be a positive determination with respect to arbitrary predetermined information. Furthermore, conditions may not be set for at least one of the progress determination and target determination in some of the plurality of processes, and no determination may be substantially made. In other words, the target determination unit 100d determines whether an event is a target of a part of a plurality of processes based on the target condition, and the progress determination unit 100e determines whether an event is a target of a part of a plurality of processes. For a part of the process, it may be determined whether to proceed or stop the process based on the proceeding condition.

For example, in this example, the target determination unit 100d determines the condition group C111, the condition group C121, and the condition group C141 (target condition (equivalent to), it is determined whether the event is the target of the process. In this case, the target determination in the process P13 may not be performed, or a positive determination may be made with respect to arbitrary predetermined information (that is, a determination that the event is the target of the process).

After that, in the support device 1, the progress determination unit 100e performs a progress determination based on the condition group C132, which is the progress condition associated with the process P13 (S316).

According to FIG. 7, in determining the progress of process P13, conditions (that is, condition group C132) corresponding to the two items of "accident type" and "image of damage location" are determined. Since the predetermined information at the time of S314 has not changed from the predetermined information at the time after S310, according to the predetermined information at the time after S310 in FIG. (Individual, object, no injuries)" and satisfies the condition of ``an automobile accident with object'' corresponding to the ``type of accident.'' On the other hand, the predetermined information acquired for the "image of the damaged area" is "not registered" and does not satisfy the condition that "the image of the damaged area is registered" corresponding to the "image of the damaged area". Therefore, since the predetermined information does not satisfy at least part of the condition group C132, the progress control unit 100c stops the process.

After that, the support device 1 notifies the second user using the notification unit 100f (S318). The notification is performed, for example, via dedicated application software installed on the second terminal device 12, e-mail, a pop-up on the display screen of the second terminal device 12, and the like.

The contents of the notification typically include notifying that the process has been stopped and instructing a predetermined response to proceed with the process. In this example, the condition that is not met is related to the item "Image of damaged area", so the notification is to obtain an image of the damaged area from the first user and send the image to the support device 1 as additional information. It is assumed that this is an instruction to register.

After that, the second user requests the first user to send an answer (S320). In this example, the content of the request is for sending an image of the damage location. In addition to using dedicated application software, the second user may also make a request to the first user by e-mail, telephone, or the like.

After that, the first user transmits information including the answer to the second user (S322). In this example, the information containing the answer is an image file of the damage location. Sending information to the second user means not only directly sending the information to the second terminal device 12 but also registering or uploading a file to a predetermined server device so that the second terminal device 12 can access the file. including making it.

After that, the second user transmits additional information to the support device 1 based on the information received from the first user (S324). The support device 1 acquires additional information using the acquisition unit 100a and stores it in the additional information DB 102b. In this example, it is assumed that the second user transmits information indicating that an image file of a damaged area has been registered as additional information.

After that, the support device 1 performs the progress determination again by the progress determination unit 100e (S326). According to the predetermined information after S324 in FIG. ”, which satisfies the condition that “the image of the damaged area is registered” corresponding to the “image of the damaged area”. Therefore, the predetermined information satisfies all of the condition group C132, and the progress control unit 100c advances the process.

After that, the support device 1 calculates the amount of insurance money to be paid (S328). The payment amount is calculated by AI (Artificial Intelligence), for example, based on the image file of the damaged area registered in S322. In this case, the AI is typically a machine learning model created by learning the relationship between image files of damage locations in a large number of accidents and the amount of insurance claims actually paid in each accident. Use. By using such AI, it is possible to calculate an insurance claim payment amount that is estimated to be appropriate based on past cases by inputting an image file of a damage location registered as additional information.

In this example, it is assumed that the insurance payout amount is calculated as "250,000 yen." That is, as shown in FIG. 5, the predetermined information after S328 includes the information "250,000 yen" associated with the "payment amount" item.

Further, the support device 1 determines payment items when calculating the payment amount. The payment item is the content of the payment amount. In this example, it is assumed that the payment item is "vehicle repair cost." That is, as shown in FIG. 5, the predetermined information after S328 includes the information "vehicle repair cost" associated with the "payment item" item.

Next, the support device 1 executes process P14. Process P14 is the provision of compensation (see FIG. 4).

In the process P14, the support device 1 uses the target determination unit 100d to perform target determination based on the condition group C141, which is the target condition associated with the process P14 (S330).

According to FIG. 6, in the target determination of process P14, conditions (that is, condition group C141) corresponding to the items of "accident type" and "payment item" are determined. According to the predetermined information obtained after S328 in FIG. satisfies the condition that there is no one. The predetermined information acquired for the "payment item" is "vehicle repair cost", which satisfies the condition that "insurance money other than the vehicle repair cost will not be paid" corresponding to the "payment item". Therefore, the predetermined information satisfies the condition group C141, and the target determining unit 100d determines that the event is the target of the process.

After that, in the support device 1, the progress determination unit 100e performs a progress determination based on the condition group C141, which is the progress condition associated with the process P14 (S332).

According to FIG. 7, in process P14, a condition (ie, condition group C142) corresponding to the item "payment amount" is determined. According to the predetermined information after S328 in FIG. satisfies the condition "is less than". Therefore, since the predetermined information satisfies the condition group C142, the progress control unit 100c advances the process.

After that, the support device 1 confirms the first user's intention to make a claim (S334).

Thereafter, the first user replies to the support device 1 that he/she intends to make a claim (S336).

After that, the support device 1 pays the insurance money (S338). 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.

To summarize the above, the support device 1 includes an acquisition unit 100a that acquires event information regarding an event that is the subject of an insurance claim, a plurality of processes that are necessary for determining compensation for the event, and an event that is the subject of the process. A storage unit 102 that stores process information including target conditions that should be satisfied by predetermined information including event information in order to proceed with the process, and progress conditions that should be met by the predetermined information in order to proceed with the process, and for each of the plurality of processes. The target determining unit 100d determines whether an event is a target of the process based on target conditions, and the target determining unit 100d determines whether the event is a target of the process for each of the plurality of processes. The process includes a progress determination unit 100e that determines whether to proceed or stop the process based on progress conditions.

Since the progress control section 100c of the support device 1 includes the object determination section 100d and the progress determination section 100e, it becomes easy to design a process according to the type of damage. Specifically, each of multiple processes has a target determination step and a progress determination step, and the target conditions and progress conditions are included in the process information, so it is easy to change the parameters of the process information. different types of processes can be configured.

A technique called infrastructure as code (IaC) is known as a technique for managing the configuration of a system using program code. According to IaC, by managing the system configuration using configuration files that include code, it is possible to ensure configuration reproducibility, improve maintainability, facilitate differential management, and facilitate system design. . In the present invention, similar effects can be obtained by managing parameters of a process (corresponding to a system) using process information (corresponding to a configuration file).

Further, typically, the progress determination unit 100e makes the determination in response to the determination by the target determination unit 100d that the event is the target of the process. That is, in each process, target determination may be performed earlier than other steps. Thereby, it is possible to detect at an early stage that the event is not a target of the process, and to switch to the process being performed by the second user.

Further, according to the support device 1, compensation can be provided through a process according to the type of damage. Specifically, the selection unit 100b selects process information based on information regarding the type of damage included in the event information, and the target determination unit 100d and progress determination unit 100e each select target conditions and conditions corresponding to the type of damage. By making the determination based on the progress conditions, the support device 1 can provide compensation for various types of damage. For example, in the above operation example, the type of damage was explained as "automobile accident," but if the type of damage was "wind disaster," process information P20 is selected (see FIG. 3), and the support device 1 executes processes P21 to P24 that are at least partially different from processes P11 to P14, performs target determination in each process based on condition group C211 to condition group C241, and performs target determination based on condition group C212 to condition group C242. Progress is determined based on the following.

Each process, target condition, and progress condition may have contents depending on the type of damage. For example, in the above operation example, in order to provide compensation for an "automobile accident", information regarding "warehousing destination" is obtained in the accident information request (S308) to the first user, but the type of damage is "wind disaster". ”, information such as “type of damaged building,” “damage status of building,” and “scale of typhoon” may be acquired. In addition, for example, in the above example, the conditions for proceeding included conditions related to "validity of license," but if the type of damage is "wind disaster," the conditions for proceeding included conditions related to "scale of typhoon." May include conditions.

Moreover, according to the support device 1, the provision of compensation can be made more efficient. Specifically, among the steps required for granting compensation, the support device 1 executes those that can be routinely processed by a computer, and has the second user execute other non-routine steps. It is possible to reduce the burden on the two users and to shorten the time required from receiving an accident report to providing compensation.

For example, in the above operation example, for the processes P11, P12, and P14 that were determined to proceed in the first progress determination, the support device 1 advances the processes, and the second user The terminal device 12 is not being operated. That is, there is less effort for the second user to proceed with the process, and a shorter lead time for the first user to receive compensation.

On the other hand, for example, for the process P13 that was determined to be stopped in the initial progress determination, the second user collects additional information necessary to advance the process and inputs it to the support device 1 ( S318-S324). Depending on the type of accident and the content of the event information, routine processing by the computer may not be possible. In such cases, a second user can partially intervene in the process, allowing for flexible accident response. .

<4. Hardware configuration>
With reference to FIG. 8, an example of a hardware configuration when the above-described support device 1 is implemented by the computer 20 will be described. Note that the functions of each device can also be realized by dividing into a plurality of devices.

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

Processor 200 controls various processes in computer 20 by executing programs stored in storage device 202. For example, each functional unit included in the control unit 100 of the support device 1 can be realized by the processor 200 executing a program stored in the storage device 202.

The storage device 202 is, for example, a storage medium such as a RAM (Random Access Memory). The RAM temporarily stores program codes of programs executed by the processor 200 and data required when executing the programs.

The storage device 202 is also a nonvolatile storage medium such as a hard disk drive (HDD) or flash memory. The storage device 202 stores an operating system and various programs for realizing each of the above configurations. The storage medium storing the various programs may be a non-transitory computer readable medium. In addition, the storage device 202 can also store a table for registering various information such as business information, and a DB for managing the table. Such programs and data are referenced by the processor 200 by being loaded into the storage device 202 as needed.

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 wearable devices. The input I/F 204 may be connected to the computer 20 via an interface such as a USB (Universal Serial Bus).

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. It is also conceivable that the data I/F 206 is 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.

The communication I/F 208 is a device for performing data communication with a device external to the computer 20 via the communication network 16 by wire or wirelessly. It is also conceivable that the communication I/F 208 is 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.

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

Note that this embodiment is an illustration for explaining the present invention, and is not intended to limit the present invention only to the embodiment. Further, the present invention can be modified in various ways without departing from the gist thereof. Furthermore, those skilled in the art can adopt embodiments in which each element described below is replaced with equivalent ones, and such embodiments are also included in the scope of the present invention.

Further, the components included in the support device 1 described in the above embodiments are such that a program stored in the storage device 202 is executed by the processor 200, so that predetermined processing can be performed in cooperation with other hardware. shall be realized. In other words, these components are assumed to be both software or firmware and corresponding hardware, and in both concepts, they are referred to as "functions", "means", "units", "processing circuits", It is also described as a "unit" or "module," and can be read as either of these terms.

<5. Modified example>
Although the present invention has been described based on the above embodiments, the present invention also includes the following cases.

In the embodiment described above, each of the support device 1, the first terminal device 10, the second terminal device 12, and the external storage device 14 is described as one device, but the present invention is not limited to this. For example, the support device 1 and the second terminal device 12 may be one device, or the functions of the support device 1 may be realized by a plurality of devices.

In the above embodiment, an example has been described in which it is determined that an event is a process target in all target determinations (S300, S306, S314, and S330), but the present invention is not limited to this.

FIG. 9 shows an example of the operation of the support system when it is determined in the target determination in S314 that the event is not the target of the process. In such a case, the steps after S314 are typically performed by the second user (S340-S354).

As mentioned above, negative coverage determinations (i.e., events are not subject to the process) typically occur because the circumstances surrounding the event are complex and the granting of compensation is routine. This is the case when the process cannot be executed due to a specific process. In such a case, since the support device 1 cannot proceed with the process, the second user should proceed with the process.

Note that if a negative determination is made in the progress determination (that is, it is determined that the process should be stopped), the second user intervenes at least temporarily (see S318-S324), but the additional information The support device 1 that has received the input proceeds with the subsequent process (see S330-S338). On the other hand, if a negative determination is made in the target determination, the support device 1 typically does not proceed with the process until compensation is provided.

By performing target determination for each of a plurality of processes, it is possible to make compensation provision more efficient. For example, even if the circumstances surrounding an event are complex, some of the processes may be able to be executed in a routine manner. In such a case, the support device 1 allows the process to proceed within the range that it can handle and makes a target determination each time, and after a negative determination is made, the second user takes over the process, thereby efficiently granting compensation. can do.

Further, the target condition for which the type of damage corresponds to the first type is at least partially common to the target condition corresponding to the second type, which is different from the first type, and the progress condition corresponding to the first type is the same as the target condition for the second type, which is different from the first type. It may be common at least in part to the progress condition corresponding to the type. That is, at least some of the process information corresponding to different types of damage may be common.

An example will be described in which at least a part of the progress conditions are the same when the type of damage is "wind disaster" and when the type of damage is "automobile accident." FIG. 10 shows an example of progress conditions included in the process information when the type of damage is "wind disaster." The progress conditions in Figure 10 are ``Typhoon number'', ``Typhoon scale'', ``Disaster type'', ``Location of occurrence'', ``Contract status'', ``Image of damage area'', and ``Payment amount''. ``The typhoon number has been registered,'' ``The maximum instantaneous wind speed is 50 m/s or more,'' ``The disaster affected a general residential building or a multifamily building,'' and ``The disaster occurred in a domestic country.'' The following conditions are associated: "The contract is valid," "An image of the damaged area is registered," and "The insurance claim payment amount is less than 2 million yen."

In this example, when the type of damage is a "car accident," the proceeding conditions are "place of occurrence," "contract status," "image of damage location," and "payment amount," as explained using Figure 7. The conditions (corresponding to at least a part of the progression conditions corresponding to the first type) are the "location of occurrence," "contract status," and "image of the damage location," which are the progression conditions when the type of damage is "wind disaster." ” and “payment amount” conditions (corresponding to the progress conditions corresponding to the second type).

An example will also be described in which at least a part of the target conditions are common between the case where the type of damage is "wind disaster" and the case where the type of damage is "automobile accident." As shown in Figure 6, when the type of damage is "automobile accident," there is a "payment item" item in the target condition, and the condition "insurance money other than vehicle repair costs will not be paid" is associated. ing. On the other hand, when the type of damage is "wind disaster," there is a "payment item" item in the target conditions (not shown), and for that item, "insurance money other than house repair costs will not be paid. ”, at least some of the target conditions for both are common.

Note that the two conditions being common includes not only the two conditions being the same, but also the two conditions being in a corresponding relationship. For example, if the type of damage is a ``wind disaster,'' the proceeding condition for ``amount paid'' is ``the insurance claim payment amount is less than 2 million yen,'' and if the type of damage is ``automobile accident,'' the condition for ``payment amount'' is ``amount paid.'' Regarding the payment amount, the progress condition of ``the insurance claim payment amount is less than 300,000 yen'' has a corresponding relationship in that the process will proceed if the amount is less than the predetermined payment amount, so these conditions are common. It is said that they are doing so. In addition, for example, when the type of damage is ``wind disaster'', there is a target condition (not shown) that ``insurance money other than house repair costs will not be paid'' regarding ``payment items'', and when the type of damage is ``wind disaster'', The target condition of ``Insurance claims other than vehicle repair costs will not be paid'' regarding the ``payment item'' in the case of an ``accident'' will determine that the event is subject to the process only if insurance claims other than the predetermined payment item are not paid. These conditions are said to be common because they are in a corresponding relationship in that they do so.

Even if each piece of process information corresponds to a different type of damage, it is possible to configure it so that at least some of the conditions, such as the conditions regarding the contract status or the insurance payment amount, are common. There are cases where it is possible. In such a case, it is only necessary to design the differences between the processes, so it is possible to simplify process design.

The support device 1 further includes a fraud detection unit that detects the presence of fraud in event information in each of the plurality of processes, and the progress condition is a condition that the fraud detection unit does not detect the presence of fraud. May include. That is, if fraud is detected in the accident report from the first user, the support device 1 may stop the process.

Fraud detection may be performed using either a rule-based method or a machine learning model. The rule-based method is a method of detecting fraud based on the assumption that there is a high risk of fraud when a predetermined rule is satisfied, and a low risk of fraud when the predetermined rule is not satisfied. Incidentally, fraud may be detected based on the assumption that when a predetermined rule is satisfied, there is a low risk of fraud, and when a predetermined rule is not satisfied, there is a high risk of fraud. An example of a fraud detection method is as follows: ``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 the same as the location of the accident that the first user inputted in the accident notification. If there is a large difference, it is assumed that there is a high risk of fraud. The method of using a machine learning model is to use a machine learning model trained on data regarding a large number of past compensation claims and data on whether each compensation claim was actually a fraudulent claim. This is a method of detecting

Further, the plurality of processes includes a first process and a second process subsequent to the first process, and the fraud detection unit includes a first fraud detection unit that is performed at the stage of the first process, and a fraud detection unit that is performed at the stage of the second process. and a second fraud detector whose fraud detection is more reliable than the first fraud detector.

An example of the operation of the first fraud detection section and the second fraud detection section will be shown using FIG. 11. For example, the process P11 (corresponding to the first process) and the process P14 (corresponding to the second process) each include steps (D1 and D4) for detecting fraud, and these are the first fraud detection part and the second fraud detection part, respectively. This is done by the detection unit.

The accuracy of fraud detection depends on where it is detected throughout the process. For example, since the support device 1 does not have sufficient information at the time of culpability determination in process P11, sufficient accuracy cannot be guaranteed in fraud detection in step D1. On the other hand, for example, since the support device 1 has sufficient information at the time of executing the insurance claim payment in process P14, the fraud detection in step D4 cannot detect the fraudulent claim with sufficient accuracy. can.

The method of fraud detection may be different for each process. Specifically, the process information includes information about how to perform fraud detection in each fraud detection step (D1, D2, D3, and D4), and in each process, the fraud detection unit performs fraud detection based on the information. You can go. Information regarding the method of detecting fraud includes information regarding the type and amount of information to be input, the machine learning model to be used, the criteria for determining that fraud exists, and the like.

Further, the fraud detection unit 100g may detect the presence of fraud when the numerical value of the risk that fraud exists in the event information is greater than or equal to 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 contains fraud calculated by the fraud detection unit 100g. That is, the numerical value is calculated to be high when the risk is large, and low when the risk is small.

Further, in the above embodiment, the progress conditions corresponding to the type of damage of "automobile accident" are as shown in FIG. 7, but are not limited thereto. Items of progress conditions include, for example, "account information", "target insurance product", "model of vehicle", "whether or not road assistance is provided", "type of agency", and "age of insured person", etc. Conditions may be set according to each item.

The progress condition is typically a condition for determining that human intervention is not required, and therefore may vary depending on the functions of the system. Specifically, if the system is multi-functional, intervention by the second user is often not required, so it is more efficient to use broad process progress conditions (i.e., conditions in which it is difficult for the second user to be notified). Compensation may be granted.

Further, in the above embodiment, the predetermined information, the target condition, and the progress condition are all expressed in a table format, but the present invention is not limited to this. That is, the information and conditions may be expressed in any format. Each piece of information and conditions may be expressed, for example, in a file format such as JSON (JavaScript Object Notation) format or XML format, or in a data structure such as a tree structure, list, or structure. Further, the target condition and the progress condition may be generated by machine learning.

Further, in the above embodiment, the predetermined information is described as data based on text, but the present invention is not limited to this. That is, the various data may include truth values, numerical values, date and time, image data, 3D model data, and video data.

Further, in the above embodiment, after the process is stopped in the progress determination of process P13 (S316), the process is restarted from process P13, but the present invention is not limited to this. That is, the support device 1 may restart from a stopped process, or may restart 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 advanced by the progress control unit 100c.

By specifying the same process as the stopped process as the process to be restored, the support device 1 can determine whether or not the additional information satisfies the progress condition for the process. Thereby, even if the second user makes a mistake in inputting additional information, it is possible to prevent it from affecting subsequent processes.

On the other hand, by specifying a process different from the stopped process as the process to be restored, it may be possible to quickly provide compensation. For example, if the additional information is only a very minor modification, it may not be necessary to judge the progress again when the process is restarted. In such a case, prompt compensation can be achieved by restarting the stopped process from the next process.

Further, in the embodiment described above, the second user does not perform any operation in the process P14, but the present invention is not limited to this. For example, the support device 1 that has received the answer from the first user (S336) may send a notification to the second user requesting approval regarding insurance payment regardless of the result of the progress determination (S332).

In this case, the second terminal device 12 may display an approval screen. The approval screen typically displays information regarding the basis for approval. For example, information such as items judged in progress judgment of each process and judgment results for the items are included. The second user confirms the approval screen and approves the payment. Payment approval is performed, for example, by pressing an approval button displayed on the approval screen.

Further, in the embodiment described above, it has been described that the amount to be paid for insurance money is calculated by AI based on the image file of the damaged area, but the invention is not limited to this. For example, instead of calculating the amount to be paid by the support device 1 itself, the support device 1 may place an order for a person who assesses damages (also referred to as an adjuster) to calculate the amount to be paid.

Further, in the above embodiment, the external storage device 14 is assumed to be located inside the support system, but the present invention is not limited to this. For example, the support device 1 may acquire external information using an API (Application Programming Interface) provided by an external system.

<6. Embodiments of the present invention>
The support device 1 according to an embodiment of the present invention includes an acquisition unit 100a that acquires event information regarding an event that is the subject of an insurance claim, a plurality of processes necessary for determining compensation for the event, and A storage unit 102 that stores process information including target conditions that predetermined information including event information must satisfy in order to become a target and progress conditions that the predetermined information must satisfy in order to proceed with the process; On the other hand, the target determination unit 100d determines whether the event is the target of the process based on the target condition, and the target determination unit 100d determines whether the event is the target of the process for each of the plurality of processes. The process includes a progress determination unit 100e that determines whether to proceed or stop the process based on the progress condition in response to the determination.

In the above aspect, the event information includes information regarding the type of damage of the event, and the target condition and progress condition are stored in the storage unit 102 for each type of damage of the event, and the target condition and the progress condition are stored in the storage unit 102 for each type of damage of the event and the target determination unit 100d and the progress determination unit 100e respectively. may be determined based on target conditions and progress conditions corresponding to the type of damage.

In the above aspect, the target condition corresponding to the first type of damage is at least partially common to the target condition corresponding to the second type different from the first type, and the progress condition corresponding to the first type is: At least a portion of the progress condition may be the same as the progress condition corresponding to the second type.

In the above aspect, the plurality of processes include a first process and a second process, the target condition for the first process is at least partially common with the target condition for the second process, and the progress condition for the first process is the same as the target condition for the second process. It may be common at least in part to the progress conditions for the two processes.

In the above aspect, the support device 1 further includes a fraud detection unit 100g that detects the presence of fraud in event information in each of the plurality of processes, and the progress condition is that the fraud detection unit 100g detects that fraud exists. may also include a condition that is not detected.

In the above aspect, the fraud detection unit 100g may detect the presence of fraud when the numerical value of the risk that fraud exists in the event information is greater than or equal to a predetermined threshold.

In the above aspect, the plurality of processes includes a first process and a second process subsequent to the first process, and the fraud detection section 100g detects the first fraud detection section performed at the stage of the first process and the second process. and a second fraud detection unit which is performed at the stage of and whose fraud detection reliability is higher than that of the first fraud detection unit.

In the above aspect, the acquisition unit 100a acquires event information from the first terminal device 10, and the support device responds to the stoppage of the process by the progress determination unit 100e to acquire the event information from the first terminal device 10. It further includes a notification unit 100f that notifies the second terminal device 12, the acquisition unit 100a acquires additional information for advancing the process from the second terminal device 12 that received the notification, and the progress determination unit 100e acquires additional information for proceeding with the process. The process may proceed based on.

In the above aspect, the plurality of processes include determining whether or not the user is eligible for compensation, initial response to obtain event information, damage assessment to determine compensation, and granting compensation to the user. It may also include at least one of the following:

A support method according to another embodiment of the present invention provides a computer with an acquisition step of acquiring event information regarding an event that is the subject of an insurance claim, and each of a plurality of processes necessary to determine compensation for the event. On the other hand, there is a target determination step that determines whether an event is a target of a process based on target conditions that predetermined information including event information must satisfy in order for an event to be a target of a process, and a target determination step that determines whether an event is a target of a process. For each, in response to the determination that the event is the target of the process in the target determination step, whether the process is to proceed or stop based on the progress condition that the predetermined information must satisfy in order to proceed with the process. and a progress determination step for determining.

1 Support device 10 First terminal device 12 Second terminal device 100 Control unit 100a Acquisition unit 100b Selection unit 100c Progress control unit 100d Target determination unit 100e Progress determination unit 100f Notification unit 100g Fraud detection unit 102 Storage unit

Claims (10)

an acquisition unit that acquires event information regarding the event that is the subject of an insurance claim;
a plurality of processes necessary to determine compensation for the event; a target condition that must be met by predetermined information including the event information in order for the event to be subject to the process; a storage unit that stores process information including progress conditions that the information should satisfy;
a target determination unit that determines, for each of the plurality of processes, whether the event is a target of the process based on the target condition;
For each of the plurality of processes, in response to the target determining unit determining that the event is a target of the process, determining whether to proceed or stop the process based on the progress condition. A progress judgment section;
A support device equipped with. The event information includes information regarding the type of damage of the event,
The target condition and the progress condition are stored in the storage unit for each type of damage of the event,
The support device according to claim 1, wherein each of the target determining unit and the progress determining unit makes the determination based on the target condition and the progress condition corresponding to the type of damage. The target condition in which the type of damage corresponds to a first type is at least partially common to the target condition in which the type of damage corresponds to a second type different from the first type,
The support device according to claim 2, wherein the progress condition corresponding to the first type is at least partially common to the progress condition corresponding to the second type. The plurality of processes include a first process and a second process,
The target conditions related to the first process are at least partially common to the target conditions related to the second process,
The support device according to claim 1, wherein the progress conditions regarding the first process are at least partially common to the progress conditions regarding the second process. Each of the plurality of processes further includes a fraud detection unit that detects that fraud exists in the event information,
The support device according to claim 1, wherein the progress condition includes a condition that the fraud detection unit does not detect the existence of fraud. The support device according to claim 5, wherein the fraud detection unit detects the presence of fraud when a numerical value of the risk that fraud exists in the event information is greater than or equal to a predetermined threshold. The plurality of processes include a first process and a second process subsequent to the first process,
The fraud detection section includes a first fraud detection section that is performed at the stage of the first process, and a first fraud detection section that is performed at the stage of the second process and whose fraud detection reliability is higher than that of the first fraud detection section. 6. The support device according to claim 5, further comprising: 2 a fraud detection section. The acquisition unit acquires the event information from the first terminal device,
The support device includes:
a notification unit that notifies a second terminal device different from the first terminal device in response to the stoppage of the process by the progress determination unit;
Furthermore,
The acquisition unit acquires additional information for advancing the process from the second terminal device that received the notification,
The support device according to claim 1, wherein the progress determination unit progresses the process based on the additional information. The plurality of processes include determining whether or not the user is eligible for compensation, initial response to obtain the event information, damage assessment to determine the compensation, and granting the compensation to the user. The support device according to any one of claims 1 to 8, further comprising at least one of providing compensation. to the computer,
a retrieval step of retrieving event information about the event that is the subject of an insurance claim;
For each of the plurality of processes necessary to determine compensation for the event, the event is determined based on a target condition that predetermined information including the event information must satisfy in order for the event to be subject to the process. a target determination step of determining whether or not the process is a target;
For each of the plurality of processes, based on the progress condition that the predetermined information should satisfy in order to advance the process, in response to the fact that the event is determined to be the target of the process in the target determination step. a progress determination step of determining whether to proceed or stop the process;
A support method for carrying out.

Images