User terminal queue with hyperlink system access

• US 10,229,425 B2
• Filed: 05/22/2017
• Issued: 03/12/2019
• Est. Priority Date: 04/30/2008
• Status: Active Grant

• Current Assignee: Hartford Fire Insurance Company (The Hartford Financial Services Group, Inc.)
• Original Assignee: Hartford Fire Insurance Company (The Hartford Financial Services Group, Inc.)
• Inventors: Quesnel, Brenda R., Cowles, Benjamin A., Randall, Stephen E., Nasenbenny, Mary B.
• Primary Examiner(s): Gills, Kurtis
• Application Number:
  US15/601,861
• Publication Number:
  US 20170270538A1
• Time in Patent Office: 659 Days
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data
• CPC Class Codes: G06Q 30/0203 Market surveys; Market polls

Abstract

A computer system includes a computer configured to access files ripe for surveys from a management system, and provide links to the files in the management system to work queues on survey terminals. The system also includes a data acquisition processor for receiving first and second feedback responses. The first feedback response is received by the data acquisition processor for an open claim. The second feedback response is received by the data acquisition processor after it receives the first feedback response. The system is configured to classify the first feedback response in one of two categories, one indicative of attention needed and one indicative of attention not needed, and to route a claim having an attention needed response to a second terminal.

Claims

1. A computer system, comprising:

a multi-device interfacing computer system in communication with a claim data management server computer, the multi-device interfacing computer system operative to access the claim data management server computer to identify open claim files ripe for an interim survey, and, responsive to identifying an open claim file ripe for an interim survey, obtain a hyperlink pointing to the claim file location, in the claim data management server computer, and place the obtained hyperlink in a work queue on a first terminal;

a data acquisition processor operative to;

receive a plurality of first feedback responses and a plurality of second feedback responses to surveys, wherein;

each of the first feedback responses is an interim claims transaction feedback response received, in response to a first survey, by the data acquisition processor from a claimant before the insurance claim is resolved, and

each of the second feedback responses is received by the data acquisition processor after receiving the one of the plurality of first feedback responses associated with one of the insurance claims, and

assign at least one of the first feedback responses to a first category corresponding to an indicated need for attention and at least one other of the first feedback responses to a second category corresponding to an absence of a need for attention;

a router operative to route one of the plurality of claims to a second terminal in response to the first feedback response associated with the claim being classified in the first category,

wherein the second feedback response associated with one of the claims is received responsive to a survey dispatched after the routing of the claim to the second terminal in response to the first feedback response associated with the one of the claims being classified in the first category; and

wherein the data acquisition processor is further operative to classify the second feedback response as indicative of loyalty, and to classify a first feedback response in the second category as indicative of loyalty; and

a sales processor in communication with the data acquisition processor and the router and, responsive to the classification of a feedback response as indicative of loyalty, configured to generate a selling proposition for the survey respondent who provided the feedback response.

2. The computer system of claim 1, wherein the second terminal is a supervisor terminal operative to facilitate remedial action before the second customer feedback response associated with the claim is received by the data acquisition processor.

3. The computer system of claim 1, wherein the multi-device interfacing computer system is configured to determine that an open claim is ripe for an interim survey based on passage of at least a minimum time period after a trigger event.

4. The computer system of claim 3, wherein the trigger event is a first notice of loss.

5. The computer system of claim 4, wherein the multi-device interfacing computer system is further operative to:

responsive to the first notice of loss being associated with a first insurance type, automatically set the minimum time period to a first value, and

responsive to the first notice of loss being associated with a second insurance type, automatically set the minimum time period to a second value different than the first value.

6. The computer system of claim 5, wherein the first insurance type is automobile insurance, and the second insurance type is workers compensation.

7. The computer system of claim 1, wherein the routing one of the plurality of claims to the second terminal comprises adding a hyperlink that points to the claim file location, in the claim data management server computer, to a work queue on the second terminal.

8. The computer system of claim 1, wherein the multi-device interfacing computer system is further operative to access the claim data management server computer to identify claim files eligible for a second survey.

9. The computer system of claim 8, wherein the multi-device interfacing computer system is operative to identify a claim file as eligible for a second survey responsive to at least one of:

closing of the claim file;

payment of the claim;

subrogation, or lapse of a time period.

10. A computerized method, comprising:

accessing, by a multi-device interfacing computer system, a claim data management server computer, open claim files ripe for an interim survey;

responsive to identifying an open claim file ripe for an interim survey, by the multi-device interfacing computer system, obtain a hyperlink pointing to the claim file location, in the claim data management server computer, and place the obtained hyperlink in a work queue on a first terminal;

receiving, by a data acquisition processor, a plurality of first feedback responses to surveys, each of the first feedback responses being an interim feedback response received, in response to a first survey, before the claim is resolved;

receiving, by the data acquisition processor, a plurality of second feedback responses to surveys, each of the second feedback responses being received by the data acquisition processor after receiving the one of the plurality of first feedback responses associated with one of the claims;

assigning, by the multi-device interfacing computer system, at least one of the first feedback responses to a first category corresponding to an indicated need for attention and at least one other of the first feedback responses to a second category corresponding to an absence of a need for attention;

routing, by the multi-device interfacing computer system, one of the plurality of claims to a second terminal in response to the first feedback response associated with the claim being classified in the first category,

classifying, by the multi-device interfacing computer system, the second feedback response as indicative of loyalty, and classifying a first feedback response in the second category as indicative of loyalty; and

responsive to the classification of a feedback response as indicative of loyalty, generating, by a sales processor in communication with the multi-device interfacing computer system, a selling proposition for the survey respondent who provided the feedback response;

wherein the second feedback response associated with one of the claims is received responsive to a survey dispatched after the routing of the claim to the second terminal in response to the first feedback response associated with the one of the claims being classified in the first category.

11. The computer-implemented method of claim 10, wherein the second terminal is a supervisor terminal, and the method further comprises facilitating remedial action, by the supervisor terminal, before the second customer feedback response associated with the claim is received by the data acquisition processor.

12. The computer-implemented method of claim 10, further comprising determining, by the multi-device interfacing computer system, that an open claim is ripe for an interim survey based on passage of at least a minimum time period after a trigger event.

13. The computer-implemented method of claim 12, wherein the trigger event is a first notice of loss.

14. The computer-implemented method of claim 13, further comprising:

responsive to the first notice of loss being associated with a first insurance type, automatically setting the minimum time period to a first value, and

responsive to the first notice of loss being associated with a second insurance type, automatically setting the minimum time period to a second value different than the first value.

15. The computer-implemented method of claim 14, wherein the first insurance type is automobile insurance, and the second insurance type is workers compensation.

16. The computer-implemented method of claim 10, wherein the routing one of the plurality of claims to the second terminal comprises adding a hyperlink that points to the claim file location, in the claim data management server computer, to a work queue on the second terminal.

17. The computer-implemented method of claim 10, further comprising accessing, by the multi-device interfacing computer system, the claim data management server computer, to identify claim files eligible for a second survey.

18. The computer-implemented method of claim 17, wherein the identifying claim files eligible for a second survey comprises identifying a claim file as eligible for a second survey responsive to at least one of:

closing of the claim file;

payment of the claim;

subrogation, or lapse of a time period.