JP7199069B1 - Methods and Programs for Performing Processing Related to Insurance Contracts - Google Patents

Abstract

Kind Code: A1 A method and a program for executing processing related to an insurance contract by a computer that records a manifestation of intent regarding an insurance contract through a simple telephone procedure.
Kind Code: A1 A method of computer-implemented processing relating to an insurance policy to obtain the originating telephone number of a call placed to a predetermined telephone number by a first party that is one of the parties to the insurance policy. S104, using the caller's telephone number, retrieves information identifying the insurance contract and information identifying the first party; S106; Prompt S116 to do so over the call, and if a gesture is received from the first party, record S122 the gesture and/or speech from the first party.
[Selection drawing] Fig. 1

Description

The present invention relates to a method and program for executing processing related to insurance contracts.

At least part of it that can be used when an insurer, such as an insurance company, receives a call from a party to an insurance contract (e.g., the policyholder, the insured, or the applicant of the insurance contract) about matters related to the insurance contract. Technology exists in which computers typically process insurance contracts.

More specifically, the prior art includes obtaining the originating telephone number of a call placed from a telephone by a party to an insurance policy and using that telephone number to identify that party and retrieve information about the policy. , the technology exists to do the necessary processing.

Patent Literature 1 describes the following matters regarding a service charge payment method based on an insurance contract such as automobile insurance. That is, when the insured person makes a request for service provision to a computer call center through a telephone owned by the insured person, the call center receives the telephone number included in the transmitted control signal. to identify the insured person from the insured person and search for the contract details of the insurance contract associated with the insured person's personal information including the phone number, and the call center also performs the compensation based on the search result of the contract details selection of a service provider that can provide a possible service;

Patent Document 2 describes the following matters regarding a short message transmission method including an automatic voice response step, which can be used when requesting a user to confirm the content of a change such as a change in the contract terms and conditions of an insurance company. there is That is, when a user makes a voice call to a predetermined phone number, the short message transmission server identifies the user based on the phone number of the mobile terminal device that originated the call, and Obtaining confirmation information associated with the phone number of the device; Similarly, the short message transmission server generates a "confirmation short message" including the URL of the confirmation processing page and transmits it to the mobile terminal device; For example, when the device executes the confirmation process from the confirmation process page of the URL, the short message transmission server stores completion of the confirmation process in the storage unit.

Also, in the prior art, there is a technique in which a call center that performs telephone service for customers records the voice of the received telephone call.

Patent document 3 relates to a call center system for financial business, and by connecting a voice recording device to a voice response device, voice data exchanged between the call center and customers can be recorded. is described.

Patent Document 4 relates to an electronic insurance service certificate system, and an insurance contract management server that also constitutes the system so that the call center that constitutes the system registers the voiceprint obtained by analyzing the voice of the policyholder as personal authentication data. It is described that a recording instruction is sent to the

Japanese Patent Application Laid-Open No. 2001-350924 Patent No. 6338311 publication JP-A-2000-276547 JP 2003-141364 A

The disclosed technology receives a predetermined expression of intention regarding an insurance contract from a party to the insurance contract via a call originated by the party, and records the expression of intention and/or voice from the party. To provide a method and a program for a computer to execute processing relating to an insurance contract, which makes it possible to record the manifestation of intentions relating to the insurance contract through a simple telephone procedure.

According to the disclosed technique, a computer executes processing related to an insurance contract, wherein correspondence information including information that associates information identifying an insurance contract with a telephone number of a person involved in the insurance contract is stored in a storage unit. obtaining an originating telephone number of a call placed to a predetermined telephone number by a first party that is one of said parties, using said originating telephone number, said retrieving information identifying the insurance policy and the first party by retrieving correspondence information; prompting , using an interactive voice response (IVR) device, a predetermined gesture received from the first party to be made over the call; and if the gesture is received from the first party, the gesture and/or or recording a voice from the first party in association with the insurance contract and/or the first party, and A program is provided for executing on a computer.

According to the disclosed technique, a predetermined expression of intention regarding an insurance contract is received from a party to the insurance contract via a call originated by the party, and the expression of intention and/or voice from the party is recorded. It is possible to provide a method and a program for a computer to execute processing related to an insurance contract, which makes it possible to make a record of manifestations of intentions related to the insurance contract by a simple telephone procedure.

FIG. 1 is a flow chart showing an example of processing in an embodiment of the disclosed technology. FIG. 2 is a flowchart showing an example of processing related to a deadline for accepting a predetermined expression of intention, which can be executed by interrupt processing in the embodiment. FIG. 3 is a flow chart showing part of an example of a process (subroutine) for searching information identifying an insurance policy and information identifying a first party in an embodiment. FIG. 4 is a flow chart showing the remainder (continued from FIG. 3) of an example of a process (subroutine) for retrieving information identifying an insurance policy and information identifying a first party in an embodiment. FIG. 5 is a flowchart showing an example of a process (subroutine) when a predetermined manifestation of intention is not received in the embodiment. FIG. 6 is a flowchart showing an example of a process (subroutine) for recording a declaration of intention and/or voice from the first party in association with the insurance policy and/or the first party in the embodiment. FIG. 7 is a diagram showing the hardware configuration of a computer that executes the method or program of the embodiment.

In the description of the embodiments below, the case where the insurance contract is a non-life insurance contract will be mainly described as an example, but the technology disclosed herein is not limited to such application. It goes without saying that the disclosed technology can be applied to insurance contracts in general, including life insurance contracts.
Also, one or more computers may execute the methods or programs of the embodiments, and different steps may be executed by different computers. The multiple computers may be computers managed by different management entities.
As long as there is no contradiction, each step of the operation flow disclosed in this specification and drawings may be executed in reverse order, and multiple steps may be executed simultaneously.
Each step may be implemented by executing a program stored in memory. All or part of each step may be implemented by an operating system or hardware.

In the following explanation, the term "insurer" means not only the insurer itself, but also an institution that performs administrative work wholly or partially on behalf of the insurer.
Also, the term "predetermined" does not imply that the term being modified is singular, nor does it exclude a plurality. For example, the "predetermined manifestation of intention" is not limited to a single manifestation of intention, and may be a plurality of manifestations. Therefore, ``prompting the user to make a predetermined declaration of intention regarding the insurance contract through the call'' includes, for example, presenting a plurality of predetermined declarations of intention as options and prompting the user to make a selection.

<Overview of Embodiment>
An insurer such as an insurance company may obtain a predetermined declaration of intention regarding the insurance contract from a person concerned with the insurance contract, or may receive a predetermined declaration of intention regarding the insurance contract.

As one type of acquisition of a predetermined declaration of intention by an insurer, there may be a case in which the insurer acquires a predetermined declaration of intention from a party requesting subscription to an insurance contract. For example, regarding travel insurance that is being solicited, if a person requesting enrollment verbally expresses their intention to conclude an insurance contract at a travel agency, the insurer may It is possible to obtain a manifestation of intention to confirm the intention of the travel insurance contract. As a similar situation, in relation to a real estate lease contract, the applicant who will become the lessee verbally expresses his/her intention to conclude a contract for fire insurance for household contents (household contents insurance) at the counter of a real estate company. , after that, the insurer obtains a manifestation of intention confirming the intention of the home contents insurance contract from the person who requested the subscription.
Another type may be where the insurer obtains a predetermined declaration of intent from the insured of the policy. For example, regarding travel insurance, if the insured person designated by the policyholder includes a person different from the policyholder himself/herself, the insurer may receive a request from the person designated as the insured person for the travel insurance. It is conceivable when obtaining a manifestation of intention to consent to becoming a person.
As yet another type, an insurer may obtain a predetermined declaration of intent from a policyholder of an insurance policy. For example, regarding various insurance contracts, it is conceivable to obtain a manifestation of intention from the policyholder to the effect that he or she agrees to change the contract clauses.

In addition, there may be cases where the insurer receives a prescribed declaration of intent regarding the insurance contract from a party related to the insurance contract. It is conceivable that an expression of intention to receive benefits or services may be communicated.
Another example is when the insurer is notified by the policyholder of his intention to change the notification.

Various expressions of intention as exemplified above can be made in writing on a paper basis, and can also be made electronically through the Internet. According to those methods, it is also possible for the insurer to leave a record of manifestation of intention.
However, paper-based procedures can be troublesome for those involved in the insurance contract who fill out the forms, and can also place a heavy clerical burden, including data entry, on the insurer. In particular, if there is a defect in the document, including an entry error, a considerable burden will be incurred on both the insurer and the parties concerned with the insurance contract in order to correct it. In contrast, electronic procedures via the Internet have the advantage of eliminating the burden of paper procedures, but they require information security, and the insurance contract parties who carry out the procedures are required to perform electronic procedures. In addition, there is a problem that the user is not always in an environment where the Internet can be used.

On the other hand, it is conceivable to make a declaration of intention as exemplified via a telephone. The telephone is a convenient means of communication for those who use it, and by using the mobile telephone, it can be used anytime and anywhere. By expressing their intentions over the phone, parties to the insurance contract will be able to complete or proceed with insurance contract-related procedures without the need to fill out paperwork or perform electronic subscription procedures. obtain. In particular, when a computer executes processing related to an insurance contract based on a declaration of intention over the telephone, the insurer automatically obtains the declaration of intention and keeps a record of it, and then processes the insurance contract. can be completed or progressed, and the elimination or reduction of the administrative burden can be realized, which is even more advantageous. In that case, an interactive voice response (IVR) device may be utilized.

However, in the prior art (see Patent Literatures 1 and 2 above) in which insurance policy-related processing is performed based on a call originated from a telephone by a party to the insurance policy, through a call originated by the party to the insurance policy , does not have a configuration for receiving a predetermined declaration of intention regarding the insurance contract from the concerned party, and a configuration for recording the declaration of intention. Therefore, it is desirable to implement such a configuration so that it is possible to leave a record of manifestations of intentions regarding insurance contracts through a simple telephone procedure.

Embodiments of the technology disclosed herein are methods or programs in which a computer executes processing relating to insurance contracts, and are configured in view of the above background.

FIG. 1 is a flow chart showing an example of processing (S100) in an embodiment of the disclosed technology.
In this embodiment, first, correspondence information including information that associates information specifying an insurance contract with the telephone number of a person involved in the insurance contract is prepared in the storage unit of the computer. Then, when the computer executing the process receives a call (S102), it executes a series of steps.

The embodiment has the following steps. That is, a step of obtaining a caller telephone number of a call made to a predetermined telephone number by a first party that is one of the parties (S104); a step of retrieving information specifying the insurance contract and information specifying the first party by searching (S106); a step of prompting an indication to be made via the call (S116); and recording in association with said insurance contract and/or said first party (S122).

According to this embodiment, a predetermined declaration of intent regarding the insurance contract is received from a party to the insurance contract via a call originated by the party, and the declaration of intent and/or voice from the party is recorded. As a result, it becomes possible to leave a record of manifestations of intentions regarding insurance contracts through a simple telephone procedure.
By expressing their intentions over the telephone, parties to the insurance contract may be able to proceed with the procedures relating to the insurance contract without writing documents or performing electronic procedures. For the insurer as well, the computer can automatically acquire the declaration of intention and record it, and then proceed with the processing related to the insurance contract, thereby eliminating or reducing the administrative burden.

In addition, according to this embodiment, by combining the declaration of intention via telephone with other declarations of intention or procedures, it is also possible to significantly streamline the procedure regarding the insurance contract as a whole.

This point will be explained first by taking as an example the case where the insurer obtains a predetermined declaration of intention from the party requesting subscription to the insurance contract. For example, in the case of travel insurance or household contents insurance, the travel agency or real estate company accepts the subscription application by verbally expressing the intention to conclude the insurance contract at the counter of the travel agency or real estate company. At the same time, the subscriber is asked to register the telephone number of the telephone (including a portable terminal having a call function) that he/she uses. After that, the person requesting the subscription is asked to call a predetermined telephone number designated by the insurer. Here, the disclosed embodiments receive, via the telephone, a manifestation of intent confirming the intent to subscribe from the sponsor, and record the manifestation of intent and/or voice from the sponsor. enable As a result, the applicant can complete the enrollment procedure without filling in documents or performing electronic procedures, and the insurer can automatically obtain and record the intention of the applicant. After that, it is possible to complete the processing of the contract.

As another example, a case where an insurer obtains a predetermined declaration of intent from an insured person of an insurance contract will be described. For example, when applying for travel insurance, if the insured specified by the policyholder includes a person different from the policyholder himself (especially when the insurance amount exceeds a predetermined amount), a general The practice was to require policyholders to submit a written declaration of their consent to allow a person other than those policyholders to become the insured person. However, it takes time and effort to prepare such documents in an appropriate form, and it is a heavy burden especially when there are many persons to be designated as insured persons. In contrast, the disclosed embodiments can eliminate the need for such documentation. As an example of a specific procedure, when applying for travel insurance, the policyholder is asked to register the telephone numbers of all persons designated as insured persons, and those designated as insured persons are The policyholder will be asked to call a predetermined telephone number designated by the insurer. When a designated insured person calls a predetermined telephone number, the disclosed embodiments receive a call from the designated insured person via the telephone to the insured person for the travel insurance. receive a declaration of consent to become an insured person and record that declaration and/or voice from the person designated as the insured person. As a result, the policyholder and the designated insured can complete procedures without the need to prepare documents or perform electronic procedures. It is possible to automatically acquire the manifestation of intention and record it, and then complete the contract processing.

As yet another example, consider the case where an insurer obtains a predetermined declaration of intent from a policyholder of an insurance policy. For example, when there is a change in the terms and conditions of various insurance contracts, the insurer notifies the policyholder of the change by mail or other means, and if the insurer agrees to the change, the insurer designates It is assumed that a call is made to a predetermined telephone number. wherein the disclosed embodiments receive, via the telephone, a manifestation of consent to the policy change from the policyholder and record the manifestation and/or voice from the policyholder; make it possible to As a result, policyholders can complete procedures related to changes to policy terms and conditions without the need to fill out paper documents or complete electronic procedures, and insurers can automatically obtain the policyholder's declaration of intent. However, after taking the record, it is possible to complete the processing related to the change of the contract clause.

As still another example, a case will be described in which the insurer receives a predetermined declaration of intent regarding the insurance contract from a party to the insurance contract. For example, when the policyholder or the insured wishes to inform the insurer of his/her desire to receive insurance benefits or services based on the insurance contract, or when the policyholder wishes to change the notified matters. You may wish to communicate your wishes to your insurer. In such a case, ask the policyholder or the insured to call a predetermined telephone number designated by the insurer (the telephone number may be a telephone number according to the content of the request). We will let you know in advance (at the time of signing the contract, etc.). Here, when the policyholder or the insured calls a predetermined telephone number, the embodiment of the disclosure allows the policyholder or the insured to express his or her intention according to the said request via the telephone. receive and record the gestures and/or voice from the policyholder. As a result, the policyholder or the insured can communicate the declaration of intention according to the above-mentioned wishes without entering documents or performing electronic procedures, and the insurer can also It is possible to automatically acquire the person's manifestation of intention and record it, and then proceed with the processing related to the insurance contract.

As described above, according to the above-described embodiments, a predetermined manifestation of intention regarding the insurance contract is received from the relevant party via a call originated by the party concerned with the insurance contract, and the manifestation of intention and/or the relationship is received. Since it becomes possible to record the voice of the person concerned with the insurance contract, it becomes possible to leave a record of the declaration of intention regarding the insurance contract by a simple procedure over the phone. It is possible to realize the proceeding of insurance contract-related procedures in an automatic manner without requiring the execution of formal procedures. This contributes to the elimination or reduction of the administrative burden. In addition, according to the above-described embodiments, it is also possible to significantly streamline the procedures relating to insurance contracts as a whole.

Said embodiment may further comprise the following steps, as shown in FIG. That is, if the declaration of intention regarding the insurance contract is registered, the step of communicating the contents of the registered declaration of intention to the first party; These are a step of informing the first concerned party that the call was received before the time limit for acceptance of the indication and terminating the call, and a step of performing processing when the predetermined indication of intention is not received when the predetermined indication of intention is not received.

In the above-described embodiment, as already explained, the manifestation of intention is a manifestation of intention to the effect that the matter pertaining to the insurance contract a declaration of intent to agree), or a declaration of intent to confirm matters pertaining to the insurance contract that have been notified by any of the parties concerned (for example, manifestation of intention to confirm). Alternatively, the manifestation of intention may be another manifestation of intention (for example, a manifestation of intention to receive insurance benefits or provision of services based on an insurance contract, a manifestation of intention to change notification matters).

In a specific embodiment, the searching step may further comprise the following steps. That is, if the first party cannot be uniquely identified, requesting the first party to provide, via the call, first additional information for uniquely identifying the first party. and obtaining said first additional information via said call. Here, the searching step further uses the first additional information to uniquely identify the first party.

According to the embodiment, when the first party cannot be uniquely identified, for example, the party uses a phone or terminal different from the phone or terminal corresponding to the phone number registered at the time of signing the insurance contract. Therefore, even when a call is made to a predetermined telephone number, or when a plurality of persons have registered the same telephone number, the first additional information is transmitted from the concerned party through the call. By obtaining this information, the person concerned can be uniquely identified. As such first additional information, for example, the telephone number registered at the time of contracting the insurance contract, the date of birth, name, address, or customer ID of the concerned party, or the concerned party specified by notification to the insurer You can use other information that

Particular embodiments may further include the following steps. That is, if a voice from said manifestation and/or said first party cannot be recorded by a predetermined first time, said declaration of intent and/or said first party to the policyholder of said policy This is a step for notifying that the voice from the is not recordable.

According to this embodiment, for example, if a person designated as an insured person does not express his/her intention to consent to becoming an insured person and record voice within a predetermined time limit, a predetermined prior to the expiry of the time limit, at a predetermined first time, prior to the expiration of the policyholder's Notification can be made.

Particular embodiments may further include the following steps. That is, it is a step of executing a predetermined process with respect to the matter related to the insurance contract when the declaration of intention and/or the voice from the first party cannot be recorded by a predetermined second time.
The predetermined action may include, but is not limited to, reducing the insured amount of the policy or changing the insured amount to zero.
The embodiment may further comprise the step of communicating to a policyholder of the policy the nature of the predetermined processing that has been performed.

According to this embodiment, for example, if a person designated as an insured person cannot record an intention and/or voice to the effect that he or she agrees to become an insured person by a predetermined second time, It is possible for the computer to automatically execute predetermined processing according to the situation (for example, processing for reducing the insurance amount of the insurance contract for the person concerned). As a result, it is possible to further eliminate or reduce the burden of clerical work in the processing of insurance contracts.

A specific embodiment may further comprise the following steps. That is, it is a step of executing a predetermined process with respect to the matters related to the insurance contract in accordance with the declaration of intention.
The predetermined action may include, but is not limited to, reducing the insured amount of the policy or changing the insured amount to zero.
The embodiment may further comprise the step of communicating to a policyholder of the policy the nature of the predetermined processing that has been performed.

According to this embodiment, for example, when a person designated as an insured person has received and recorded a manifestation of intention not to agree to become an insured person, the manifestation of intention not to agree is recorded. If a specified period of time has passed in a state in which consent has been given (without subsequent receipt and recording of a manifestation of consent), a specified process according to the situation (for example, for the person concerned, process of reducing the insurance amount of the insurance contract) can be automatically executed by a computer. Alternatively, conversely, for example, when a manifestation of intention to consent to becoming an insured person is received and recorded from all persons designated as an insured person, a predetermined process (for example, Automatically execute the processes associated with the completion of the conclusion of an insurance contract, the process of confirming the payment of insurance premiums, and the process of increasing the provisionally limited insurance amount to a predetermined amount). becomes possible. As a result, it is possible to further eliminate or reduce the burden of clerical work in the processing of insurance contracts.

A specific embodiment may further comprise the following steps. That is, if there are a plurality of the insurance contracts specified in the searching step, the step of acquiring second additional information specifying one of the plurality of insurance contracts. Here, in the step of recording, the declaration of intention and/or the voice from the first party corresponds to the insurance contract and/or the first party identified by the second additional information. and record it.

According to this embodiment, if there are a plurality of insurance contracts identified in the searching step, and any one of the contracts cannot be identified, for example, a plurality of policies in which the policyholder and the insured are common Even if there is an insurance contract, it is possible to specify the insurance contract and record the intention and/or voice by acquiring the second additional information. Such second additional information includes, for example, information specifying the subject of the insurance contract (for example, destination or period information in the case of travel insurance, vehicle information in the case of automobile insurance), date of application for insurance contract, Alternatively, a policy number or other information that identifies the policy can be used.

In a specific embodiment, the step of recording may be configured to record a voice from the first party when the policy sum insured exceeds a predetermined amount.

According to this embodiment, when the insured amount of the insurance contract does not exceed a predetermined amount, it is possible to eliminate the need for the concerned parties to speak, further reducing the burden on the concerned parties. Insurer records can also be simplified.

The embodiments of the disclosure will be further described below with reference to the drawings.
The following embodiments can be grasped as categories such as inventions of methods, inventions of programs, inventions of devices comprising a computer that causes programs to execute processing, inventions of storage media recording programs, and the like.
In addition, "the method or program of the embodiment" is appropriately abbreviated as "the method of the embodiment".

<Main routine processing>
Referring again to FIG. 1, the processing S100 of the main routine in one embodiment of the disclosed technology will be described.
As described above, in this embodiment, correspondence information including information that associates information specifying an insurance contract with the telephone numbers of parties involved in the insurance contract is first prepared in the storage unit of the computer. Then, when a computer executing the method or program of the embodiment receives a telephone call (S102), it performs a series of steps. In performing those steps, an IVR device controlled by the computer may be used.
Here, the storage unit does not need to exist in a part of the computer that executes the method or program of the embodiment, and may exist outside the computer as long as it is accessible.

In step S104, a computer executing a method or program of an embodiment obtains the originating telephone number of a call made to a predetermined telephone number by a first party, which is one of the parties. The computer can obtain the caller's telephone number from the information of the caller's telephone number included in the signal transmitted when the call is received.
In subsequent step S106, the correspondence information prepared in the storage unit is searched using the caller telephone number acquired in step S104, thereby matching the information identifying the insurance contract with the first relationship. Information that identifies the person is retrieved.

In step S108, it is determined whether or not the declaration of intention of the first party has already been registered with respect to the insurance contract specified in step S106. Such registration is performed by recording the manifestation of intention from the first concerned party in step S122 described later, or by recording the manifestation of intention from the first concerned party in a separate procedure. In addition, it can be stored in a computer storage medium (either at the same location as the storage unit or at a different location).
If the result of the determination in step S108 is YES, that is, if it is determined that the manifestation of intention of the first party has already been registered with respect to the insurance contract, in step S110, The content of the registered declaration of intent is communicated to the first party via the call. For example, the person designated as the insured person of travel insurance, who is the first related party, once expresses his/her intention to the effect that he/she does not agree to become the insured person of the travel insurance, and the declaration of intention is registered. In such cases, when the first party makes a call to a predetermined telephone number in order to express his or her intention to agree after hearing related explanations, etc., the first party After confirming the content of the declaration of intention that the person has previously made, the person can proceed to register the declaration of intention to agree. After step S110, the process proceeds to step S112.
If the result of the determination in step S108 is NO, that is, if the manifestation of intention of the first party regarding the insurance contract is not registered, step S110 is not executed, and the process proceeds to step S112. .

In step S112, it is determined whether or not the insurance contract specified in step S106 is within a predetermined time limit for accepting a declaration of intention. Such time limit can be stored in a computer storage medium (either at the same location as the storage unit or at a different location) in association with the insurance contract.
If the result of determination in step S112 is NO, that is, if it is determined that it is not within the time limit for accepting the predetermined declaration of intention regarding the insurance contract, then in step S114, the acceptance of the predetermined declaration of intention is made. An untimed call is communicated to the first party via the call and terminated.
If the determination result in step S112 is YES, step S114 is not executed, and the process proceeds to step S116.

In step S116, the computer executing the method or program of the embodiment prompts the first party to make a predetermined declaration of intention regarding the insurance contract through the call.

For example, when a travel insurance or home contents insurance subscriber verbally expresses his or her intention to conclude an insurance contract at a travel agency or real estate company, the travel agency or real estate company accepts the application for enrollment, A case will be described where the client is asked to call a predetermined telephone number designated by the insurer. In this case, the predetermined expression of intention confirms the intention of the first party, who is the requesting party, to enter into the insurance contract, and is a declaration of intention as to whether or not there is an intention to enter into the insurance contract. In this case, the computer instructs the first party to press a specific number key or the like on the telephone or terminal of the call originator when he/she intends to purchase the insurance, When there is no intention to make the contract (including when the intention to make the insurance contract is lost), it is possible to prompt the user to press another specific number key or the like.

The predetermined declaration of intent also includes, in another example, whether or not the first party agrees to be the insured person of the travel insurance in the case where the first party is the person designated as the insured person of the travel insurance. It is a declaration of intention about whether.
In another example, if the first party is a policyholder who has been notified by the insurer of the changes to the terms and conditions of the contract, the predetermined declaration of intent is whether to agree to the change to the terms and conditions. It is a declaration of intention about whether or not.

In still another example, a predetermined declaration of intention may be made by a person concerned with an insurance contract to convey wishes or requests regarding the insurance contract to the insurer. For example, if the first party is a policyholder or an insured person who wishes to inform the insurer of his or her desire to receive insurance benefits or services based on the insurance contract, or changes to the notification items In the case of a policyholder who wishes to convey his/her wishes to the insurer, the prescribed manifestation of intention is a manifestation of such intention. For these cases, for example, an insurer may keep several predetermined phone numbers for each type of expected desired content. Then, when a call is received at one of the telephone numbers, by transmitting a voice message for confirming the desired content to the first concerned party who is the caller according to the telephone number, The first party may be prompted to make a predetermined declaration via said call.

In the following step S118, it is determined whether or not a predetermined manifestation of intention has been received from the first concerned party in response to the prompting of the predetermined manifestation of intention to the first concerned party in step S116. be.
If the determination result in step S118 is NO, that is, if it is determined that the predetermined manifestation of intention has not been received from the first party, in step S120, the predetermined manifestation of intention has not been received. Time processing is done.
If the result of determination in step S118 is YES, that is, if it is determined that the predetermined manifestation of intention has been received from the first party, step S120 is not executed, and the process proceeds to step S122.

In step S122, in response to the determination that the predetermined declaration of intention was received from the first party in step S118, the declaration of intent and/or the voice from the first party It is recorded in association with the contract and/or the first party.
It does not matter whether the timing of receiving the predetermined declaration of intention from the first related party and the timing of receiving the voice when voice is received from the first related party. For example, the computer executing the method of the embodiment utters predetermined information to the first party when agreeing to the matters related to the insurance contract, followed by the telephone of the originator of the call. Or, when prompting to press a specific number key or the like on the terminal, turning on the recording function, voicing by the first party, and subsequently pressing the specific number key, pressing the number key The manifestation of consent by and the recorded voice uttered by the first party may be recorded.

After step S122, there may be further provided a step of executing a predetermined process for matters related to the insurance contract in response to a predetermined declaration of intention. In this case, the predetermined processing is not limited, but for example, processing accompanying the completion of conclusion of the insurance contract, processing for confirming the payment of insurance premiums, processing for confirming the payment of insurance premiums, and changing the provisionally limited insurance amount to a predetermined amount or to fulfill a wish regarding a policy communicated as a declaration of intent.
With this, the process S100 of the main routine ends.

<Processing related to deadline for acceptance of prescribed declaration of intention>
FIG. 2 is a flow chart showing an example of the process S200 regarding the deadline for accepting a predetermined expression of intention, which can be executed by an interrupt process in the embodiment. The interrupt processing can be executed at predetermined time intervals or arbitrary timing.
The processing shown in FIG. 2 can also be executed by a computer other than the computer that executes the processing shown in FIG. 1, instead of being executed by interrupt processing. The separate computer may be a computer independent of the computer performing the process shown in FIG.
The process illustrated in FIG. 2 may be performed for all of the insurance policies under management and for each of those policies.

In step S202, it is determined whether or not a predetermined first period of time has elapsed in a state in which a predetermined expression of intention and/or voice cannot be recorded from any of the parties involved in the insurance contract. Such first time may be on a computer storage medium (which may be at the same location as said storage or at a different location) for each insurance policy and, if necessary, each party. .).

If the determination result in step S202 is YES, that is, it is determined that a predetermined first time has passed in a state in which a predetermined expression of intention and/or voice cannot be recorded from any of the parties involved in the insurance contract. is performed, the process proceeds to step S204. In step S204, a message is sent to the policyholder of the insurance contract to inform him/her of a predetermined declaration of intention from the concerned party and/or that voice from the concerned party cannot be recorded. The message may take any form. For example, the message may take various forms such as SMS (Short Messaging Service), e-mail, telephone, mail, and the like. Then, it progresses to step S206.

By executing this step S204, for example, if the person designated as the insured person does not express his/her intention to agree to become the insured person and record voice by a predetermined time limit. , when a prescribed process (for example, a process to reduce the insured amount of the insurance contract for the person concerned) is performed, the policyholder at a prescribed first time before the deadline arrives can be notified in advance to

If the determination result in step S202 is NO, step S204 is not executed and the process proceeds to step S206.

In step S206, in a state in which a predetermined declaration of intention and/or voice cannot be recorded from any of the parties involved in the insurance contract, or in a state in which a declaration of intention denying the predetermined declaration of intention is recorded, at a predetermined second time A determination is made as to whether or not has elapsed. Such second time may be on a computer storage medium (which may be at the same location as said storage or at a different location) for each insurance policy and, if necessary, each party. .).

If the result of determination in step S206 is YES, that is, in a state in which the predetermined declaration of intention and/or voice cannot be recorded from any of the parties involved in the insurance contract, or there is a declaration of intention that denies the predetermined declaration of intention If it is determined that the predetermined second time has passed in the recorded state, the process proceeds to step S208. In step S208, predetermined processing including reduction of the insurance amount or changing the insurance amount to zero is performed with respect to the insurance contract and the relevant parties.
The second time may be different from the "deadline for accepting the predetermined manifestation of intention" in step S112, but may be the same.

By executing this step S208, for example, a person designated as an insured person will record their intention and/or voice to the effect that they agree to become an insured person by a predetermined second time. If this is not possible, it is possible for the computer to automatically execute predetermined processing according to the situation (for example, processing for reducing the insurance amount of the insurance contract for the person concerned). In addition, for example, in a state in which a manifestation of intention not to consent to becoming an insured person is recorded from a person designated as an insured person (after that, a manifestation of intention to consent is received and recorded). Similarly, even when the predetermined second time has passed without any accident, the computer performs predetermined processing according to the situation (for example, processing to reduce the insurance amount of the insurance contract for the person concerned). It can be executed automatically. As a result, it is possible to further eliminate or reduce the burden of clerical work in the processing of insurance contracts.
Yet another example of step S208 relates to the case where a predetermined declaration of intent is made by a person concerned with an insurance contract to convey wishes or desires relating to the insurance contract to the insurer. For example, the first party has communicated to the insurer as a manifestation of intent that he/she wishes to receive insurance benefits or services based on the insurance contract, and has recorded it, but the required voice recording is not performed, and step S208 is executed in a case where a predetermined second time has passed since the intention was expressed, a predetermined process (for example, according to the desired It is possible for a computer to automatically execute the process of recording that fact.
After step S208, the process proceeds to step S210, and a message is sent to the policyholder to inform the policyholder of the specific processing performed in step S208. The message may take any form. For example, the message can take various forms such as SMS, email, phone, mail, and the like.

If the determination result in step S206 is NO, steps S208 and S210 are not executed.

The process S200 described above is repeated for all of the managed insurance policies (the process S200 may be repeated for some of the managed insurance policies).
On the other hand, if the processing in steps S204, S208, and S210 is not required as the processing related to the deadline for accepting the predetermined expression of intention, the above-described processing S200 may not be executed. Alternatively, if the processing in any of steps S204, S208, and S210 is not required, part of the above-described processing S200 may not be performed.
With this, the process S200 ends.

In the above-described embodiment, the processing S200 was an example of processing that can be executed by interrupt processing and is repeated for all insurance policies to be managed. The processing to be performed may be processing for the insurance contract and the first party identified in step S106.
Specifically, steps S202 to S210 are placed immediately before step S112 of the main routine, for example. Then, in steps S202 to S210, "insurance contract" is the insurance contract identified in step S106, and "any of the parties involved in the insurance contract" is the first insurance contract identified in step S106. Stakeholders.
By doing so, the process S200 of the modification is incorporated as part of the main routine. After the processing, the process proceeds to step S112.
The location of the main routine that incorporates the modified process S200 may be just before step S120.
Also in the case of such a modified example, if the processing in any of steps S204, S208, and S210 is not required, part of the processing may not be performed. Further, the process S200 of the modified example incorporated as part of the main routine may coexist with the process S200 that can be executed by the interrupt process described with reference to FIG.

<Processing for Searching Information Identifying Insurance Contracts and Information Identifying First Parties>
3 and 4 are flowcharts showing an example of a further embodiment (S300, which is a subroutine) of the process of searching for information specifying an insurance policy and information specifying a first party in step S106. is.
In step S302, the computer that executes the method or program of the embodiment uses the caller's telephone number acquired in step S104 to search the corresponding information in the storage unit, thereby matching the information specifying the insurance contract with the number. information that identifies the person concerned.

In the following step S304, a determination is made as to whether the first party has been uniquely identified.
If the determination result in step S304 is NO, that is, if the first party has not been uniquely specified (including the case where there is no party corresponding to the acquired caller telephone number). , the process proceeds to step S306. In step S306, the computer executing the method or program of the embodiment instructs the first party to provide, via the call, first additional information for uniquely identifying the first party. prompt. As such first additional information, for example, the telephone number registered at the time of contracting the insurance contract, the date of birth, name, address, or customer ID of the concerned party, or the concerned party specified by notification to the insurer You can use other information that The provision of the first additional information through the call may be performed by key operation of a telephone or a terminal used by the first party, and the voice response of the first party is known voice. It may be performed by recognizing with a recognition technology. After step S306, the process proceeds to step S308.
If the determination result in step S304 is YES, that is, if the first party has been uniquely identified, steps S306 to S316 are not executed, and the process proceeds to step S402.

In step S308, it is determined whether or not the first additional information has been received within a predetermined period of time.
If the result of the determination in step S308 is NO, that is, if the first additional information has not been received within the predetermined time, the process advances to step S312 to request the call-back to the first party. and terminate the call.
If the determination result in step S308 is YES, that is, if the first additional information has been received within a predetermined time, it means that the first additional information has been obtained through the call. Become. In this case, the process proceeds to step S310, and the acquired first additional information is further used to search for information specifying the first person concerned. In an embodiment, the correspondence information that associates the information specifying the first party with the first additional information is prepared in the storage unit or another location in the storage medium of the computer, and the storage unit Or a search is made for the other location. After step S310, the process proceeds to step S314.

In step S314, a determination is made whether the search in step S310 uniquely identified the first party.
If the determination result in step S314 is NO, that is, if the first related party is not uniquely specified (including the case where there is no related party corresponding to the acquired first additional information). ), the process advances to step S316 to transmit a repeat call request to the first party and terminate the call.
If the determination result in step S314 is YES, that is, if the first party has been uniquely identified, the process proceeds to step S402.

In step S402, it is determined whether or not the target insurance contract is specified as one policy as a result of the search in step S302.
If the result of determination in step S402 is NO, that is, if the target insurance contract is not specified as one contract, the process proceeds to step S404. In step S404, the computer executing the method or program of the embodiment asks the first party to provide, via the call, second additional information identifying one of the plurality of insurance policies. urge to Such second additional information includes, for example, information specifying the subject of the insurance contract (for example, destination or period information in the case of travel insurance, vehicle information in the case of automobile insurance), date of application for insurance contract, Alternatively, a policy number or other information that identifies the policy can be used. The provision of the second additional information through the call may be performed by key operation of the telephone or terminal used by the first party, and the voice response of the first party is known voice. It may be performed by recognizing with a recognition technology. After step S404, the process proceeds to step S406.
If the result of determination in step S402 is YES, that is, if the target insurance contract is specified as one contract, steps S404 to S414 are not executed, and the processing of subroutine S300 ends.

In step S406, a determination is made as to whether or not the second additional information has been received within a predetermined period of time.
If the result of determination in step S406 is NO, that is, if the second additional information has not been received within the predetermined time, the process advances to step S410 to request the call-back to the first party. and terminate the call.
If the result of determination in step S406 is YES, that is, if the second additional information is received within a predetermined period of time, it means that the second additional information has been obtained through the call. Become. In this case, the process proceeds to step S408, and information specifying the insurance contract is searched using the acquired second additional information. In an embodiment, the correspondence information that associates the information specifying the insurance contract with the second additional information is prepared in the storage unit or another location in the storage medium of the computer. A search is made for the location of After step S408, the process proceeds to step S412.

In step S412, a determination is made as to whether any one of the insurance policies has been identified by the search in step S408.
If the result of determination in step S412 is NO, that is, if any one policy of the insurance contract is not specified (including the case where there is no insurance contract corresponding to the acquired second additional information). ), the process advances to step S414 to transmit a repeat call request to the first party and terminate the call.
If the result of determination in step S412 is YES, that is, if one of the insurance contracts has been specified, the processing of S300, which is a subroutine, ends. As a result of the search in step S408 using the second additional information, any one of the insurance contracts is identified, and in step S122, the declaration of intention and/or the speech from the first party concerned. , the insurance contract specified by the second additional information and/or the first party concerned.

<Processing when the specified declaration of intention is not received>
FIG. 5 is a flow chart showing an example of a further embodiment (S500, which is a subroutine) of the processing when the predetermined manifestation of intention is not received in step S120.
In step S502, it is determined whether or not a declaration of intention denying the predetermined declaration of intention has been received. Here, the declaration of intention to deny the prescribed declaration of intention is, for example, a declaration of intention to the effect that the person has no intention to enter into the insurance contract, a declaration of intention to the effect that he or she does not agree to become an insured person, or a declaration of intention to agree to change the terms and conditions of the contract. It is a declaration of intention not to do so.

If the result of determination in step S502 is YES, that is, if a declaration of intention denying the predetermined declaration of intention has been received, the process proceeds to step S504. In step S504, the computer that executes the method or program of the embodiment records the manifestation of intention denying the predetermined manifestation of intention in association with the insurance contract and/or the first party. Subsequently, the process proceeds to step S506, where the computer notifies the first concerned party of the reception of the declaration of intention denying the predetermined declaration of intention, and terminates the call.

If the result of determination in step S502 is NO, that is, if the manifestation of intention denying the predetermined manifestation of intention is not received, the predetermined manifestation of intention is not received, and the manifestation of intention denying the predetermined manifestation of intention is also received. If not received, the process proceeds to step S508, where the computer transmits a repeat call request to the first party and terminates the call.

<Process of recording intention and/or voice from first party>
FIG. 6 shows an example of a further embodiment (subroutine is a flow chart showing S600).
In step S122, as described above in the "processing of the main routine", if the result of determination in step S118 is YES, that is, it is determined that a predetermined declaration of intention has been received from the first person concerned. In subroutine S600, a series of processes are performed in response to the receipt of the predetermined declaration of intention from the first party.

A computer that executes the method or program of the embodiment records a predetermined declaration of intention in step S602 in association with the insurance contract and/or the first party.
At step S604, it is determined whether or not the insurance amount of the insurance contract exceeds a predetermined amount.
If the result of determination in step S604 is NO, that is, if the insurance amount does not exceed the predetermined amount, steps S606 to S612 are not executed, and the process proceeds to step S614.
If the determination in step S604 is YES, ie, if the insured amount exceeds the predetermined amount, the process proceeds to step S606 to record the speech from the first party.
In step S606, the computer executing the method or program of the embodiment prompts the first party to speak predetermined information identifying the individual.

In the subsequent step S608, it is determined whether or not predetermined information has been uttered.
If the result of determination in step S608 is YES, that is, if predetermined information is uttered, the process proceeds to step S610. In step S610, speech from the first party is recorded in association with the policy and/or the first party. Then, the process proceeds to step S614.
If the determination result in step S608 is NO, i.e., if the predetermined information is not uttered, the process proceeds to step S612, in which the computer communicates the call-back request to the first party and terminates. call.

In step S614, the computer notifies the first concerned party that the predetermined declaration of intention has been received, and terminates the call.
Thus, the processing of S600, which is a subroutine, ends.

In the example of this embodiment (subroutine S600), when the insurance amount of the insurance contract exceeds a predetermined amount, the voice from the first party is recorded. It goes without saying that the voice from one party may be recorded. Also, when the embodiment is applied to a field that does not require voice recording, the process may end at step S602 without recording voice. Furthermore, whether or not to record the voice from the first party may be determined depending on conditions other than the insurance amount. For example, if the first related party is a person designated as an insured person, and the first related party as the designated person is different from the policyholder, Audio may be recorded and voice may not be requested from the first party when the first party matches the policyholder.

<Hardware configuration>
FIG. 7 is a diagram showing a hardware configuration example of a computer 700 that executes the method or program of the embodiment.
The computer 700 has a CPU 702 , a ROM 704 , a RAM 706 , a key operation section 708 , a communication section 710 , a display section 712 and an external storage control section 714 . The computer 700 can operate by reading the program of the embodiment stored in the memory 716 by the external storage control unit 714 . Programs of embodiments may also be stored in ROM 704 and RAM 706 . That is, the programs of embodiments are stored in memory 716, ROM 704, and/or RAM 706, which are non-transitory, tangible, and machine-readable storage media. .
The storage unit may be formed in the memory 716, ROM 704, and/or RAM 706, which are storage media. Further, the storage unit may be formed in a storage medium accessible via the communication unit 710 and controlled by a computer other than the computer 700 .
The computer 700 also has an IVR device controller 718 . Computer 700 is capable of controlling and operating IVR device 720 via IVR device controller 718 .
It goes without saying that the computer 700 may also have other components.
The computer 700 operates under the control of a CPU 702 that executes the method or program of the embodiment.

Although the above has been described based on the embodiments, the embodiments described in this specification are only examples, and should not be construed as limiting the invention specified in the claims. not.

Claims (17)

1. A method for a computer to perform processing relating to an insurance policy, comprising the steps of:
Corresponding information including information that associates information identifying an insurance contract with a telephone number of a person involved in the insurance contract is prepared in a storage unit,
obtaining the originating telephone number of a call placed to a predetermined telephone number by a first party of any of said parties;
retrieving information identifying the insurance policy and the first party by retrieving the correspondence information using the caller telephone number;
prompting the first party, using an interactive voice response (IVR) device, to make a predetermined gesture about the policy being identified via the call;
When the declaration of intent is received from the first party, the declaration of intent and/or voice from the first party is recorded in association with the insurance contract and/or the first party. and
a method of performing processing relating to insurance contracts; said parties include at least one of a policyholder, an insured, or a sponsor of said policy;
10. A method for performing the insurance policy related process of claim 1. The declaration of intention is a declaration of intention to the effect that the matter pertaining to the insurance contract is agreed.
3. A method of performing a process relating to an insurance contract according to claim 1 or 2. The declaration of intention is a declaration of intention to confirm the matter related to the insurance contract and has been notified by any of the parties concerned.
4. A method of performing a process relating to an insurance contract according to any one of claims 1-3. In the searching step, if the first party cannot be uniquely identified, the first additional information for uniquely identifying the first party is provided via the call. using said interactive voice response (IVR) device ;
obtaining the first additional information via the call;
further having
the searching step further uses the first additional information to uniquely identify the first party;
5. A method of performing a process relating to an insurance contract according to any one of claims 1-4. If the manifestation and/or voice from the first party cannot be recorded by a predetermined first time, the policyholder of the policy is notified of the manifestation and/or the first party's voice. a step of notifying that sound cannot be recorded;
6. A method of performing an insurance policy related process according to any one of claims 1 to 5, further comprising: if the manifestation of intent and/or speech from the first party cannot be recorded by a predetermined second time, performing a predetermined predetermined action for the identified insurance policy;
7. A method of performing an insurance policy related process according to any one of claims 1 to 6, further comprising: a step of executing a predetermined predetermined process for the specified insurance contract in response to the declaration of intention;
8. A method of performing an insurance policy related process according to any one of claims 1 to 7, further comprising: If there are a plurality of the insurance contracts identified in the searching step, acquiring second additional information identifying one of the plurality of insurance contracts;
further having
The recording step records the declaration of intention and/or the voice from the first party in association with the insurance contract and/or the first party specified by the second additional information. do,
9. A method of performing a process relating to an insurance contract according to any one of claims 1-8. The first additional information includes information on the date of birth of the first party,
6. A method of performing a process related to an insurance policy as recited in claim 5. a step of informing the policyholder of the insurance contract of the content of the predetermined processing that has been performed;
9. A method of performing an insurance policy related process according to claim 7 or 8, further comprising: The predetermined processing includes reducing the insured amount of the insurance contract or changing the insured amount to zero,
9. A method of performing a process relating to insurance contracts according to claim 7 or 8. the recording step records a voice from the first party if the policy sum insured exceeds a predetermined amount;
13. A method of performing a process relating to an insurance contract according to any one of claims 1-12. said insurance contract is made orally between the parties to said insurance contract;
14. A method of performing a process relating to an insurance contract according to any one of claims 1-13. wherein the insurance contract is a non-life insurance contract;
15. A method of performing a process relating to an insurance policy according to any one of claims 1-14. the insurance contract is a travel insurance, home contents insurance, or earthquake insurance contract;
16. A method of performing a process related to an insurance policy according to claim 15. A program that causes a computer to execute the method of executing the processing relating to the insurance contract according to any one of claims 1 to 16.

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