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Insurance Abstract
An Internet on-line insurance policy service system that facilitates
real-time automated communication of policy information, adjustment
of policy parameters, calculation and communication of resulting
policy quotes, and implementation of policy changes, while obviating
insurer personnel involvement and supervision of the communication.
The system comprises a plurality of software modules relating to
on-line real-time communication of existing policy information,
testing of a wide range of variations in policy parameters, computing
and communicating changes in policy premiums that would result from
such variations, communicating desired changes in policy parameters
and implementing desired policy changes. Other modules relate to
communication of claims information and the providing of on-line
forms.
Insurance Claims
37. An on-line insurance policy service system comprising: a publicly
accessible network that enables an insurance policyholder to access
remote insurance data of an existing insurance policy and software
linked to the remote insurance data; an information module coupled
to the publicly accessible network that identifies the insurance
policyholder and verifies an insurance policy parameter of that
insurance policyholder in real-time in response to data received
from an insurance policyholder through the publicly accessible network;
an insurance policy adjustment module coupled to the publicly accessible
network that adjusts an insurance policyholder's selected insurance
policy parameter within an existing insurance policy in real-time
in response to second data received from the insurance policyholder
through the publicly accessible network; and wherein the insurance
policy adjustment module generates an insurance document customized
to the insurance policyholder and sends the customized insurance
document to the policyholder in response to the second data received
from the insurance policyholder through the publicly accessible
network.
38. The on-line insurance policy service system of claim 37 wherein
the software comprises a sequence of instructions that generates
the customized insurance document and sends the customized insurance
document to a web browser in response to the second data received
from the insurance policyholder.
39. The on-line insurance policy service system of claim 38 wherein
the customized insurance document comprises content resident to
an insurer's computer and content received from the insurance policyholder
through the publicly accessible network and the web browser.
40. The on-line insurance policy service system of claim 39 wherein
the information module comprises a controller programmed to interact
with the web browser running on a separate operating system than
an operating system the information module is running on.
41. The on-line insurance policy service system of claim 39 wherein
the web browser is programmed to integrate content stored in a memory
of the insurer's computer with content stored in a second computer
remote from the insurer's computer.
42. The on-line insurance policy service system of claim 38 wherein
the insurance policy adjustment module provides a real-time acknowledgement
to the web browser in response to the adjustment of the selected
insurance policy parameter.
43. The on-line insurance policy service of claim 37 wherein the
insurance policy parameter comprises a change in a number or identity
of persons insured under an insurance policy of the insurance policyholder.
44. The on-line insurance policy service of claim 37 wherein the
publicly accessible network comprises an Internet.
45. An on-line insurance policy service system comprising: a browser
that enables an insurance policyholder to access remote insurance
information and software linked to the remote insurance information;
a publicly accessible network that facilitates data transfers from
the browser; an information module remote from the browser coupled
to the publicly accessible network that identifies the insurance
policyholder and verifies an insurance policy parameter of that
insurance policyholder in real-time in response to data received
from the insurance policyholder through the publicly accessible
network and the browser; an insurance policy adjustment module remote
from the browser coupled to the publicly accessible network that
adjusts an insurance policyholder's selected insurance policy parameter
in real-time in response to second data received from the insurance
policyholder through the publicly accessible network and the browser;
and a payment module remote from the browser coupled to the publicly
accessible network that determines a cost of the adjustment to an
insurance premium in response to the adjustment of the insurance
policyholder's selected insurance policy parameter; wherein the
insurance policy adjustment module communicates to the browser an
acknowledgement comprising the change in the insurance premium resulting
from the adjustment in the insurance policyholder's selected insurance
policy parameter.
46. The on-line insurance policy service system of claim 45 wherein
an operating system is configured to allow the insurance policyholder
to accept or reject an adjustment of the insurance policy parameter.
47. An on-line insurance policy service system comprising: a web
browser that enables an insurance policyholder to access remote
insurance data and software linked to the remote insurance information;
a publicly accessible distributed network that facilitates data
transfers from the web browser; an information module, remote from
the web browser coupled to the publicly accessible distributed network,
that identifies the insurance policyholder in real-time and verifies
an insurance policy parameter of that insurance policyholder in
response to first data received from the insurance policyholder
through the publicly accessible distributed network and the web
browser; wherein the first data comprises a personal security code
that allows access to insurance policy parameters of the insurance
policyholder; an insurance policy adjustment module, remote from
the web browser coupled to the publicly accessible distributed network,
that adjusts an insurance policyholder's policy parameter in real-time
in response to second data received from the insurance policyholder
through the publicly accessible distributed network and the web
browser, wherein the second data comprises a selection of the insurance
policy parameter; wherein the insurance policy adjustment module
provides an acknowledgement to the web browser in response to the
adjustment of the selected insurance policy parameter; and wherein
an insurer's computer executes the software that generates an insurance
document customized to the insurance policyholder as identified
by the personal security code and sends the customized insurance
document to the web browser in response to the second data received
from the insurance policyholder through the publicly accessible
distributed network and the web browser.
48. An on-line insurance policy service system comprising: a publicly
accessible distributed network for transferring data; an information
module coupled to the publicly accessible distributed network, that
identifies the insurance policyholder and verifies an insurance
policy parameter of an existing insurance policy of the insurance
policyholder in real-time in response to first data received from
the insurance policyholder through the publicly accessible distributed
network; where the first data comprises a personal security code
that allows access to insurance policy parameters of the insurance
policyholder; an insurance policy adjustment module coupled to the
publicly accessible distributed network, that adjusts the insurance
policyholder's insurance policy parameter in real-time in response
to second data received from the insurance policyholder through
the publicly accessible distributed network, where the second data
comprises a selection of the insurance policy parameter; where the
insurance policy adjustment module provides an acknowledgement in
response to the adjustment of the selected insurance policy parameter
within the existing insurance policy, and implements the adjustment
to the existing insurance policy; and where an insurer's computer
transmits an insurance document customized to the insurance policyholder
as identified by the personal security code through the publicly
accessible distributed network in response to the second data received
from the insurance policyholder through the publicly accessible
distributed network.
49. The system of claim 48 where the publicly accessible distributed
network uses an internet protocol to facilitate a communication
between a web browser and the information module.
50. The system of claim 48 where the insurance policy adjustment
module provides the acknowledgment before the insurance policy adjustment
module implements the adjustment to the existing insurance policy.
51. The system of claim 50 where the insurance policy adjustment
module implements the adjustment to the existing insurance policy
in response to third data received from the insurance policyholder
through the publicly accessible distributed network.
52. The system of claim 50 where the acknowledgement comprises
data related to the adjustment of the selected insurance parameter.
53. The system of claim 50 where the acknowledgement comprises
a summary of the adjustment of the selected insurance parameter.
54. The system of claim 53 where the summary describes a change
in at least one of an insurance coverage, an insurance deductible,
or a benefit an insurance company will pay for an insurance coverage.
55. The system of claim 50 where the acknowledgement comprises
a price of the adjustment to the selected insurance policy parameter.
56. The system of claim 55 where the price is related to a change
in at least one of an insurance coverage, an insurance deductible,
or a policy limit an insurance company will pay for an insurance
coverage.
57. The system of claim 48 further comprising a payment module
coupled to the insurance policy adjustment module.
58. The system of claim 57 where the payment module comprises an
account-based system that allows the on-line insurance policy service
system to receive on-line payments through the publicly accessible
distributed network.
59. The system of claim 58 where the account based system allows
an insurance policyholder to send an on-line payment through the
Internet.
60. The system of claim 57 where the payment module facilitates
payment of an insurance cost through an electronic funds transfer.
61. The system of claim 57 where the payment module facilitates
payment of an insurance cost through a credit card.
62. The system of claim 48 where the customized insurance document
comprises content resident to the insurer's computer and content
received from the insurance policyholder through the publicly accessible
network.
63. The system of claim 48 where the insurance document comprises
a web page.
64. The system of claim 63 where the insurance document comprises
data generated by the insurer's computer that is associated with
graphics.
65. The system of claim 48 where the insurance document comprises
a data file generated by the insurer's computer.
66. The system of claim 48 where the adjustment of the selected
insurance policy parameter comprises a change in an item or items
insured under the existing insurance policy.
67. The system of claim 48 further comprising a claims information
module that communicates claim processing information through the
publicly accessible distributed network.
68. The system of claim 48 further comprising a claims information
module coupled to the insurance policy adjustment module that sends
information through the publicly accessible distributed network
related to a status of an insurance claim.
69. The system of claim 48 where the adjustment of the selected
insurance policy parameter comprises a change in an insurance coverage.
70. The system of claim 48 where the adjustment of the selected
insurance policy parameter comprises a change of an address.
71. The system of claim 48 where the adjustment of the selected
insurance policy parameter changes a party insured by the existing
insurance policy.
72. The system of claim 71 where the party insured comprises a
person insured by the existing insurance policy.
73. The system of claim 48 where the adjustment of the selected
insurance policy parameter comprises changing the selected insurance
policy parameter or a party insured by the existing insurance policy.
74. The system of claim 48 where the adjustment of the selected
insurance policy parameter comprises receiving information about
a party to be insured by the existing insurance policy.
75. The system of claim 48 where the adjustment of the selected
insurance policy parameter adjusts a deductible.
76. The system of claim 48 where the existing insurance policy
comprises a vehicle insurance policy.
77. The system of claim 48 where the publicly accessible network
comprises an Internet.
78. The system of claim 48 where the personal security code comprises
a password.
79. The system of claim 48 where the personal security code comprises
a sequence of characters that identifies the insurance policyholder.
80. The system of claim 48 where the first data is received through
a web page.
81. The system of claim 48 further comprising a policy quote module
coupled to the publicly accessible distributed network to generate
an insurance rate quote.
82. The system of claim 48 where the information module provides
insurance information through the publicly accessible distributed
network.
83. The system of claim 82 where the insurance information comprises
on-line forms.
Insurance Description
BACKGROUND OF THE INVENTION
[0001] The present invention relates to data communication and
processing systems, and particularly to a system for automated Internet
on-line communication of proposed and actual changes to insurance
policy parameters, assessing cost consequences of such proposed
and actual changes, updating the insured's policy file and implementing
desired policy changes, while avoiding insurer personnel involvement
in the communication, updating and policy amendment process.
[0002] As used in this application, the term "Internet"
means the global computer information system both as it exists currently
and as it may change, evolve or develop over time and including
any replacement or successor systems.
[0003] Vehicle insurance policies are now a legal requirement for
driving rights in most jurisdictions and nearly all drivers own
or are required to own some type of insurance. Conventional methods
for acquiring such a policy usually entail relatively lengthy application
processes between the buyer and a personal representative of the
insurer such as either an insurance company salesperson or an independent
agent for the company. The application process requires a communication
of personal and historical data of the buyer and whatever vehicles
are involved and their locations to allow the insurer to classify
the prospective applicant in predetermined actuarial classes and
for quoting a cost to the applicant. In addition, for existing customers
of the insurance company, changes in policy parameters such as changes
in residence, the vehicle locations, number of household drivers
or acquisition of new or replacement of old vehicles covered by
the policy require regular communication between the customer and
the insurer or its agents. When such communication is required to
be handled in writing, telephonically, or personally by the company
representative or independent agent, the time consumption and associated
costs for such personal handling can present cost and servicing
problems which need to be minimized. Any way that the insurer can
reduce personnel involvement in addressing policyholder services
is a way that can improve efficiency and reduce costs--costs that
can be eliminated to result in lower rates to a consumer buying
the insurance.
[0004] The present invention contemplates a new and improved insurance
policy service and delivery system for communicating changes in
policy parameters to an insurer via an Internet on-line automated
system, thereby obviating representative or agent personal involvement
in the interfacing and communicating of policy parameter changes,
policy changes and associated charge adjustments between the customer
and the insurer.
BRIEF SUMMARY OF THE INVENTION
[0005] In accordance with the present invention, there is disclosed
a method and apparatus for Internet on-line insurance policy service
and delivery for real-time automated selective adjustment by a user
of policy parameters, and for system computation and communication
of resulting cost adjustments due to the policy parameter changes.
The system comprises an information module for identifying a user
to the system and for communicating currently existing policy parameters
to the policyholder. A policy adjustment module selectively communicates
parameter changes made by the user to the insurer's computer system
and the computer then generates in real-time the resulting policy
cost attributable to the parameter change. The cost adjustments
can be communicated in the form of a quote, and if the computer
is so instructed by the user, the policy change and related cost
adjustment can be formally submitted and implemented.
[0006] In accordance with more limited aspects of the invention,
the system further includes a claims information module for communicating
information relative to claims processing, and a funds transfer
module for on-line payment of accounts by a user.
[0007] In accordance with yet another aspect of the present invention,
the parameter changes can comprise, for example, a change in garage
location of the vehicle being insured or the personal residence
of the holder of the policy, a change in the vehicles insured under
the policy, the addition or deletion of one or more drivers under
the policy or changes in coverages, deductible amounts or policy
limits.
[0008] One benefit of the present invention is a more efficient
handling of policyholder services to reduce inconvenience to the
insurance customer and to reduce handling and involvement requirements
of insurer personnel to attend to such services, thereby reducing
overhead costs and ultimately providing an ability to insure policyholders
on a more cost effective basis.
[0009] Another benefit of the subject invention is a reduction
in the time cycle for communicating and implementing policy changes
thereby assuring a more accurate coverage and minimizing time periods
when the policy parameter changes are not properly incorporated
into the policy.
[0010] Other benefits and advantages of the subject new policy
service will become apparent to those skilled in the art upon a
reading and understanding of the specification.
BRIEF DESCRIPTION OF THE DRAWINGS
[0011] The invention may take physical form in certain parts and
steps and arrangements of parts and steps, the preferred embodiments
of which will be described in detail in the specification and illustrated
in the accompanying drawings which form a part hereof and wherein:
[0012] FIG. 1 is a flow diagram for accessing the subject system
with a personal security code;
[0013] FIG. 2 is a block flow diagram identifying the principal
processing modules of the subject invention;
[0014] FIG. 3 is a flow diagram illustrating steps for updating
a policy change comprising a vehicle replacement;
[0015] FIG. 4 is a flow diagram of the steps for acquiring an estimate
of a rate change resulting from a possible vehicle replacement;
[0016] FIG. 5 is a flow diagram of the steps of implementing a
policy change due to an address or telephone change; and
[0017] FIG. 6 is a flow diagram of communicating claims information
from the system.
DETAILED DESCRIPTION OF THE INVENTION
[0018] The subject invention is related to a data processing system
especially applicable to the insurance industry wherein a policyholder
can, through Internet on-line accessing, view and update his or
her particular policy information. After the policyholder/customer
authenticates himself/herself, the system retrieves the verification,
or other information requested by the policyholder from the system
and displays it to the policyholder via the Internet. A user-friendly
interface guides the customer through various activities including,
without limitation, billing information, making a payment via a
credit card or on-line check, policy information, state specific
contract information, quoting an endorsement for vehicle replacement,
address changes and claims information. The system displays the
premium amount and variance and updates the customer file at the
customer's request, without need for personal handling by an individual
representative of the insurer or an independent agent. Most of the
information presented to the customer is specific to that customer's
policy only and is, of course, maintained confidential through a
security code system and transferred/viewed via a secure server.
Generic information generally describing the policy is also provided.
The subject invention uniquely provides on-line viewing and updating
of the customer's existing information and facilitates real-time
updating of the policy parameters and the ability to implement policy
changes on-line. Although discussed with primary reference to automobiles
as the insured vehicle, the invention is applicable to any other
type of insured item, i.e., boats, airplanes, personal or real property
or any other thing that is subject to an insurance policy, as well
as to other kinds of insurance that may be provided, such as life,
disability, medical, dental, credit insurance and general liability
insurance.
[0019] The subject system contains four critical areas or modules
of content with the capability of expansion to additional product
and policy services: policy information, policy updating, claims
information and payment enablement via electronic funds transfer.
The following outline details these modules and the subsequent detailed
description of the invention will follow along this outline.
I. Policy Information Displayed for the Specific Policyholder Includes:
A. Billing and Account Information
[0020] Account status
[0021] Amount and receipt date of the last payment
[0022] Amount and receipt date of the renewal payment (if applicable)
[0023] Current amount due and due date
[0024] Bill schedule
[0025] Account payment history
B. Policy Details
[0026] Mailing address
[0027] Listed drivers, age, gender, driver type and proof of financial
responsibility status
[0028] Driving records for each driver listed on policy
[0029] Year, make, model and vehicle identification number (VIN
#) for each vehicle listed on the policy
[0030] State policy contract valid for the specific policy
[0031] Agent of record name, address and phone number
C. Coverages and Premiums
[0032] Coverage limits listed by vehicle
[0033] Premium displayed by coverage and vehicle
[0034] Policy fees and taxes for total policy
II. Payment Functionality Includes:
[0035] Account status
[0036] Amount and receipt date of the last payment
[0037] Amount and receipt date of the renewal payment (if applicable)
[0038] Select a payment amount of either the current amount due,
current amount and renewal payment, an amount entered that is greater
than the minimum amount due or pay in full
[0039] Select payment method of on-line check or credit card
III. Policy Updates Include the Following:
A. Vehicle Replacement
[0040] Selection of which vehicle on the policy the insured wants
to replace
[0041] Selection of year, make, model and submodel the insured
wants to quote
[0042] Selection for physical damage coverages specific for the
vehicle being quoted
[0043] Listing of resultant premium change over the rest of the
policy term
[0044] Comparison of premium over the entire policy term
[0045] Ability to update the policy for the vehicle replacement
[0046] Revised billing schedule
[0047] Quote summary of all quotes obtained by the customer
B. Vehicle Addition
[0048] Selection for year, make, model and submodel the insured
wants to add to the policy
[0049] Garaging address, information about the car, and leasing/financing
information collected
[0050] Selection for physical damage coverages specific for the
vehicle being quoted
[0051] Listing of resultant premium change over the rest of the
policy term
[0052] Comparison of premium over the entire policy term
[0053] Ability to update the policy for the vehicle replacement
[0054] Revised billing schedule
[0055] Quote summary of all quotes obtained by the customer
C. Address/Telephone Change
[0056] Address displayed
[0057] Requestor verified
[0058] New address/telephone number collected
[0059] Update garaging address by vehicle
[0060] Listing of resultant premium change over the rest of the
policy term
[0061] Comparison of premium over the entire policy term
[0062] Revised billing schedule
[0063] Summary of changes
[0064] Ability to update the address/telephone change
[0065] If only the telephone number is changed, a declaration page
prints and mailings are suppressed
D. Order Duplicate Insurance Forms
[0066] Order ID cards or ID cards and duplicate declaration page
sets
IV. Claims Information Includes:
[0067] Claim number, incident date and status displayed for selection
[0068] Driver and vehicle involved
[0069] Location of loss, incident report date/time
[0070] Inspection date/time
[0071] Determination of total loss
[0072] Claim features open
[0073] Claim representative name and phone number
[0074] Claims office location and street address
[0075] Display of coverage at time of incident
[0076] Payment history
[0077] Information on subrogation, if applicable
[0078] Total loss information
[0079] Estimate information
[0080] Rental and vehicle repair
[0081] Communications directly to the claim representative's desk
top
[0082] Referring now to the drawings where the showings are for
purposes of illustrating the preferred embodiments of the invention
only and not for purposes of limiting same, the FIGURES show a method
and apparatus for Internet on-line insurance policy servicing.
[0083] FIG. 1 is a flow diagram illustrating access to the subject
system. A user can access the Internet with any conventional browser
program and must first contact the Progressive home page (Progressive
refers to Progressive Casualty Insurance Company of Mayfield Village,
Ohio, the assignee of the subject application. "Personal Progressive"
is the mark identifying a commercially implemented embodiment of
the subject invention.) The process flow of FIG. 1 shows the customer
can only access the system with a personal security code ("PSC")
key. The system will query 10 if the customer has registered a personal
security code and if the answer is "yes", the system will
query 12 if the customer has forgotten the PSC and, if not, after
the appropriate code is entered the customer can enter the system.
Accompanying this attachment is an Appendix comprising photostats
of the on-line displays a customer will encounter while moving through
the system. Photostatic images are segregated in accordance with
the outline headings above. Such displays can also be directly accessed
through the Internet with an on-line personal computer system by
typing the URL "http:\\personal.progressive.com". If the
initial inquiry receives an answer that the customer does not have
a PSC, then the customer must add validating information comprising
the customer's policy number, the zip code, a driver's license number,
a date of birth and an e-mail address 16. The user next enters 18
an ID code of some kind that is personal to the user and the system
will verify the entered ID code via e-mail communication. The system
will then generate a unique password (PSC) 20 and the password will
be sent 22 to the customer at his home address via U.S. mail. The
customer cannot enter the Personal Progressive system until after
receipt of the PSC.
[0084] If the customer has a PSC, but it has been forgotten, then
after the inquiry 12 the customer must enter 24 the validating information
sent at step 16 and the system will display the preselected identity
code and resend 26 the PSC via U.S. mail and e-mail.
[0085] The foregoing steps for inquiring and implementing the PSC
are necessary for maintaining the personal confidentiality of any
particular customer when accessing the system.
[0086] As noted above, the subject system can be segregated into
four critical areas of content. With reference to FIG. 2, these
comprise policy information 30, policy changes 32, policy quotes
34 and claims information 36. A user can navigate to these particular
modules from the Personal Progressive main menu 38 through web pages
specifically designed to guide the customer to the desired information
through clicks on alternative query marks or through the input of
necessary information. Of course, the particular design of the web
pages to facilitate the navigation or the customer's responses is
a matter of subjective design and those shown in the Appendix, or
at the URL address above, merely illustrate one particular convenient
and successful page format set. Another module 37 provides the customer
the ability to acquire on-line forms typically comprising duplicate
insurance forms, such as ID cards and duplicate declaration page
sets.
[0087] The policy information module 30 displays a variety of billing
and account information, policy details and the particular coverage
afforded by the cumulative premiums of the policy. The billing and
account information comprises a display of the account status, i.e.,
whether it is active and if the account is paid to date including
the amount and the receipt date of the last payment, the amount
and receipt date of the renewal payment, if applicable, the current
amount due on the due date, the bill schedule and the account payment
history. The policy details that can be viewed and verified by the
customer include, without limitation, the mailing address, the driver
and vehicle information including a list of drivers, their age,
gender, driver type and proof of financial responsibility status.
The driving record for each driver listed on the policy can also
be displayed. The vehicle information includes the year, make, model
and VIN # for each vehicle listed on the policy. Other details include,
without limitation, a display if there is a state policy contract
valid for the customer's specific policy and the name, address and
phone number of the agent of record for the customer. The coverage
in premiums information comprises a very detailed report of the
coverage limits listed by vehicle and the premiums displayed for
various types of coverage per vehicle. For example, if three different
vehicles were involved, each vehicle would receive a display of
what the bodily injury liability premium is for the specified term
of the policy as well as various other liability premiums for items
such as property damage, uninsured motorist, medical expenses and
collisions, etc., i.e., all the conventional premium information
that is relevant to any particular policy.
[0088] Payments module 40 also comprises a display of some relevant
account information such as account status, the amount and receipt
date of the last payment, and the amount and receipt date of the
renewal payment (if applicable). In addition, though, the customer
may select a payment amount via the current amount due, the current
amount for the renewal term, pay in full or an amount that must
be greater than the minimum amount due. The payment method can be
selected as either an on-line check or a credit card.
[0089] The policy changes module 32 is primarily comprised of modules
for changing the customer's address 42, telephone number 44 or of
replacing or adding 46 a vehicle to the policy coverage.
[0090] With reference to FIG. 3, the following steps illustrate
the navigation through various web pages that a customer will make
to effect a vehicle replacement on the policy. The "continue"
boxes can be clicked by the user to move to the next page. Initially,
the customer will encounter a policy summary page 51 from which
the customer will select the policy changes module 53. The policy
changes menu 50 displays an option of vehicle replacement 52 in
response to which the customer receives a request for verification
page 54. After verification, the customer identifies 56 which vehicle
from the policy is to be replaced. The identity of the new vehicle
58 is entered by the customer including the year, make, model, submodel
information and VIN #. Additional information 60 relates to the
use and garaging, i.e., if the car is a commuter car and whether
it will be garaged at the same address as the resident address of
the owner 62 or whether it will be garaged at a different address
64. If it is going to be garaged at a different address, then the
system will inquire as to the different garaging location 66 or
in some states, if there is more than one municipality in a zip
code, the customer must indicate the correct municipality in which
the vehicle is garaged, i.e., a split zip 68. In either case the
system will next inquire if the vehicle is owned or leased 70. If
leased 72, or owned 74, and financing payments are necessary, then
the system will inquire as to the financial institution receiving
the lease or financing payments 76 and the identity of the leasing
company 78. After completion of this financial information, or if
the vehicle is owned outright 80 by the customer, then the system
will inquire as to what particular coverage information is desired
for the vehicle 82. The coverage information relates to physical
damage coverage such as comprehensive and collision and further
coverages such as towing/labor, rental or loan lease are optionally
available. As a particular assist to the customer, the system optionally
provides general coverage definitions for various types of coverages
offered under the subject insurance policy. After the coverage information
82 has been submitted to the system, an inquiry will be made if
the vehicle must have a photo inspection 84 pursuant to state/company
regulations and information is displayed accordingly. The summary
of changes 86 identifies to the customer the current vehicle and
its various coverages and the new replacement vehicle and its various
coverages along with the date of effectiveness of the supplied policy
change and the effect 88 the policy change will have on the premium,
i.e., how the change would affect the premium for the remainder
of the current policy term and how the change would affect the premium
for the entire policy term. At this stage, the customer has only
received an estimate and must verify that the change actually should
be submitted 90. If submitted, then the summary of changes are again
displayed along with the acknowledgment that the changes have been
successfully completed 92.
[0091] Each page has a "cancel" button which takes the
customer to a page indicating that "your changes have been
discarded", prior to final submission.
[0092] With reference to FIG. 4, often times a customer will merely
want to receive a quote before purchasing a vehicle to determine
what the insurance cost effect would be if the vehicle had actually
been purchased. The policy quotes module 34 (FIG. 2) comprises a
"what if" process, currently known as "Policy Quotes",
48 the steps of which are detailed in FIG. 4. Accordingly, after
the policy summary 101 is displayed, the customer will click on
the "what if" button 100 to indicate that receiving a
quote for changing a vehicle is desired. Customers will also be
able to reach this functionality via the main menu 38 (FIG. 2).
The change of vehicle page 102 continues into a new vehicle information
page 104 where the customer selects which of the present vehicles
on the policy are expected to be replaced. Alternatively, the customer
can specify that the new vehicle is an addition, by indicating that
none of the present policy vehicles are intended to be replaced.
Important information relative to the new vehicle, such as the vehicle
year 106, make 108, and model 110 are solicited prompting a new
vehicle information page including system memory of more detailed
information indicated by the customer. Such more detailed information
relates to body series, body style, engine size, cylinders, wheel
drive, and the customer selects the combination of the detailed
information 112 which most accurately fits the intended new vehicle.
The pertinent coverage information is again solicited 114 from the
customer. The current liability coverage is usually indicated to
remain the same. The appropriate rate for the new vehicle is calculated
at 116. The estimated effect on the policy premium is displayed
118, i.e., either an increase or decrease on the policy premium
for the remaining or next period. The customer can request a summary
120 of quotes requested and such summary will be displayed 122.
[0093] FIG. 5 illustrates the steps for navigating the address
change module 42 or telephone number change module 44.
[0094] FIG. 5 starts out similar to FIGS. 3 and 4 in that from
the policy summary page 131 the customer must indicate that he is
interested in the policy change module 133 and in particular dealing
with address and telephone information 130. Customers will also
be able to reach this functionality via the main menu 38 (FIG. 2).
The customer indicates that he wants to update the address or telephone
information 132. The user then verifies 134 his identity, identifies
the new address information 136 and further identifies 138 if the
vehicle will be located at the same location 140 or if it will be
garaged at a different location 142 and in some cases selects the
appropriate municipality in a zip code 144. A summary of changes
is displayed to the user 146 and the effect such address changes
have on the policy premium 148. The customer then inquires as to
the effect that the change would have on the bill schedule and a
display 150 identified by installment date and due date of the difference
between the current policy rates and the new rates as a result of
the address change. The customer can then submit the changes 152
and the system will acknowledge that the changes have been successfully
completed to the policy 154.
[0095] All the foregoing changes in the policy parameters, i.e.,
addition of vehicles, replacement of vehicles, changes in vehicle
locations, or changes in customer locations, are communicated and
implemented without any assistance, supervision or involvement of
a personal representative of the insurance company. The customer
navigates the modules to effect the changes to the policy.
[0096] With particular reference to FIG. 6, it is another advantage
of the system that claims information can be communicated to a customer
when a claim has been made against the policy. For example, if the
insured vehicle was involved in an accident, the customer has the
ability with the present invention to monitor on-line the handling
of the claim. In particular, if the customer selects the claims
module 36 (FIG. 2) from the Personal Progressive main menu, the
customer could inquire 160 if there are currently any claims on
the policy. If not, the system can present an informative text on
claims preparedness 162. If there has been a claim, an identifying
claim number for the claim is displayed relating to incident date
and whether the claim status is active or inactive. The customer
can select a particular claim number for viewing 164. When a claim
number is selected, the system will inquire if the claim is archived
166 to a separate storage location and if so, the relevant information
must be restored to the system, usually in an overnight process,
and the customer is informed to return 168 at a later time to view
the desired claim information. If not archived, then the display
presents detailed claim information relating to the driver and vehicle
involved, the location of loss, the incident report date/time, the
inspection date/time, determination of losses, whether the other
claim features are yet open and the identity of the claim representative
comprising the representative's name and telephone number. Additional
information can be presented relating to the claims office location
and street address. Other pertinent information relating to the
claim relates to coverages 172 comprising a display of the coverage
provided by the policy at the time of the accident or other loss,
estimate information 174 for repair or reimbursements, and rental
information 176 relating to vehicle rentals for temporarily providing
transportation after being involved in the accident or other loss.
Other information relates to repairs to the vehicle involved 178
and generic information about what to do after an accident or other
loss 180. This system displays a face sheet communication allowing
the customer to send a message to the claims representative of whatever
information the customer feels important 182 and the customer message
is added automatically 184 to the diary pertaining to this particular
claim. An important advantage of the claims module 36 is its ability
to allow a customer to communicate directly to the representative's
desk top diary after having full access to relevant information
relating to the claim.
[0097] The invention has been described with reference to preferred
embodiments. Obviously, modifications and alterations will occur
to others upon a reading and understanding of the specification.
It is our intention to include all such modifications and alterations
insofar as they come within the scope of the appended claims or
the equivalents thereof. |