Integrated Processing System

• US 20090240531A1
• Filed: 03/20/2008
• Published: 09/24/2009
• Est. Priority Date: 03/20/2008
• Status: Abandoned Application

• 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: Hilborn, Robert Charles
• Application Number:
  US12/052,366
• Publication Number:
  US 20090240531A1
• Time in Patent Office: Days
• US Class Current: 705/4
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 40/08 Insurance

Abstract

According to one embodiment, an integrated processing system and method is configured to route a customer contact to a handler based at least in part on a contact type and on information identifying the customer, dynamically generate handler scripting based at least in part on the information identifying the customer, a policy, and a claim type. The system further is configured to present the handler scripting to a handler, and receive claim data based on the scripting. The system further validates the claim data based on the claim type, and generates, based on the validated claim data, a claim record in a claims system. The system generates at least a first workflow assignment and notifies a responsible party of the at least first workflow assignment.

Claims

1. An integrated processing system, comprising:

a communication device to receive and transmit information;

a processor coupled to the communication device; and

a storage device in communication with said processor and storing instructions adapted to be executed by said processor to;

route a customer contact to a handler based at least in part on a contact type and on information identifying said customer;

dynamically generate handler scripting based at least in part on said information identifying said customer, a policy, and a claim type;

present said handler scripting to a handler, and receive claim data based on said scripting;

validate said claim data based on said claim type;

generate, based on said validated claim data, a claim record in a claims system; and

generate at least a first workflow assignment and notify a responsible party of said at least first workflow assignment.

2. The system of claim 1, said storage device further storing instructions adapted to be executed by said processor to:

determine a status of a claim associated with said customer.

3. The system of claim 1, wherein said communication device is in communication with an interactive voice response unit receiving said customer contact and said customer contact is routed under control of said interactive voice response unit.

4. The system of claim 1, wherein said communication device is in communication with a network and said customer contact is received over said network connection and said customer contact is routed using said network connection.

5. The system of claim 1, wherein said handler is a representative operating a handler device.

6. The system of claim 1, wherein said handler is a computing device in communication with said customer over a network connection.

7. The system of claim 1, wherein said contact type is an inquiry contact, said storage device further storing instructions adapted to be executed by said processor to:

receive information identifying an alleged claim;

determine that said alleged claim does not exist; and

treat said contact type as a new claim contact type.

8. The system of claim 1, wherein said processing to validate includes:

processing to identify at least a first business rule associated with said claim type; and

processing to compare said claim data to said at least first business rule to identify an error.

9. The system of claim 8, said storage device further storing instructions adapted to be executed by said processor to:

require resolution of said error prior to the generation of said claim record.

10. The system of claim 1, said storage device further storing instructions adapted to be executed by said processor to:

compare at least a second business rule associated with said claim type to said claim data to generate a set of triage questions.

11. The system of claim 10, said storage device further storing instructions adapted to be executed by said processor to:

enforce completion of said set of triage questions prior to the generation of said claim record.

12. The system of claim 11, wherein the generation of said at least a first workflow assignment is based at least in part on said completion of said set of triage questions.

13. The system of claim 1, said storage device further storing instructions adapted to be executed by said processor to:

determine, based on at least a first business rule, that at least a first claim service option is available to said claim.

14. The system of claim 13, said storage device further storing instructions adapted to be executed by said processor to:

access a vendor data source associated with said at least first claim service option;

transmit confirmation data to said vendor causing said at least first claim service option to be performed by said vendor; and

update said claim data based on information from said vendor data source.

15. The claim system of claim 13, said storage device further storing instructions adapted to be executed by said processor to:

access a plurality of vendor data sources associated with said at least first claim service option;

identify a most desirable vendor;

transmit confirmation data to said most desirable vendor, causing said at least first claim service option to be performed by said most desirable vendor; and

update said claim data based on information from said most desirable vendor.

16. The method of claim 15, wherein said instruction adapted to be executed by said processor to identify a most desirable vendor includes at least one of:

identifying a lowest price, identifying a nearest location, and identifying a preferred provider.

17. The integrated processing system of claim 1, further comprising:

a database to store at least one of;

(i) a scripting database, (ii) a business rule database, (iii) a claims database, (iv) a policy database, or (v) a vendor database.

18. A method of processing a claim, comprising:

routing a customer contact to a handler based at least in part on a contact type and on information identifying said customer;

dynamically generating handler scripting based at least in part on said information identifying said customer, a policy, and a claim type;

presenting said handler scripting to a handler, and receiving claim data based on said scripting;

validating said claim data based on said claim type;

generating, based on said validated claim data, a claim record in a claims system; and

generating at least a first workflow assignment and notifying a responsible party of said at least first workflow assignment.

19. The method of claim 18, further comprising:

identifying at least a first business rule associated with said claim type; and

comparing said claim data to said at least first business rule to identify an error.

20. The method of claim 19, further comprising:

requiring resolution of said error prior to said generating said claim record.

21. The method of claim 18, further comprising:

comparing at least a second business rule associated with said claim type to said claim data to generate a set of triage questions.

22. The method of claim 21, further comprising:

requiring completion of said set of triage questions prior to said generating said claim record.

23. The method of claim 22, wherein said generating at least a first workflow assignment is based at least in part on said completion of said set of triage questions.

24. A computer-readable medium storing instructions adapted to be executed by a processor to perform a method of processing a claim, said method comprising:

routing a customer contact to a handler based at least in part on a contact type and on information identifying said customer;

dynamically generating handler scripting based at least in part on said information identifying said customer, a policy, and a claim type;

presenting said handler scripting to a handler, and receiving claim data based on said scripting;

validating said claim data based on said claim type;

generating, based on said validated claim data, a claim record in a claims system; and

generating at least a first workflow assignment and notifying a responsible party of said at least first workflow assignment.

25. The computer-readable medium storing instructions adapted to be executed by a processor to perform a method of processing a claim of claim 24, the method further comprising:

determining a status of a claim associated with said customer.

26. The computer-readable medium storing instructions adapted to be executed by a processor to perform a method of processing a claim of claim 25, wherein said contact type is an inquiry contact, the method further comprising:

receiving information identifying an alleged claim;

determining that said alleged claim does not exist; and

treating said contact type as a new claim contact type.