SYSTEM AND METHOD FOR ELECTRONIC POLICYHOLDER REVIEW USING DYNAMIC INTERVIEWS

• US 20110313795A1
• Filed: 05/27/2011
• Published: 12/22/2011
• Est. Priority Date: 05/27/2010
• Status: Abandoned Application

• Current Assignee: The Travelers Cos., Inc.
• Original Assignee: The Travelers Cos., Inc.
• Inventors: Phillips, Kenneth A., Tetreault, Michael T., Ingham, Janis L., Arnold, James E.
• Application Number:
  US13/117,612
• Publication Number:
  US 20110313795A1
• Time in Patent Office: Days
• US Class Current: 705/4
• CPC Class Codes: G06Q 40/08 Insurance

Abstract

A policyholder report may be obtained by an insurer from an insured through a series of questions presented by an automated, electronic system. The insured may access the system through a portal, such as a graphical user interface, which may ask the insured a dynamic series of account and/or risk-based questions at or near the expiration of an insurance policy term, and permit the insured to submit verification and supporting information through the portal. Based on the insured'"'"'s responses to the questions and the information provided, the insurer may complete a review and/or audit, and determine an adjustment to the premium. Additionally, the system may permit the insured and the insurer to review the audit during all stages of completion, and may allow the insured to opt out of the electronic process at any time, or to dispute the results of the audit through the portal.

Claims

1. A computer-implemented method of performing an electronic audit of an insurance policy comprising:

receiving a registration of an insured through an electronic audit system of an insurer, the electronic audit system comprising at least one processing device, wherein the insured holds an insurance policy with the insurer;

receiving a first plurality of responses through the electronic audit system, wherein each of the first plurality of responses is responsive to at least one of a plurality of account queries;

receiving a second plurality of responses through the electronic audit system, wherein each of the second plurality of responses is responsive to at least one of a plurality of risk path queries, and wherein at least one of the plurality of risk path queries is based on at least one of the second plurality of responses; and

determining, based on at least one of the first plurality of responses and the second plurality of responses, an adjustment to an insurance premium paid by the insured for the insurance policy.

2. The method of claim 1, further comprising receiving at least one supporting document through the electronic audit system.

3. The method of claim 2, wherein determining the adjustment is further based on the at least one supporting document.

4. The method of claim 2, wherein receiving at least one supporting document through the electronic audit system comprises:

receiving a bar code in association with the at least one supporting document, wherein the bar code is associated with the electronic audit; and

linking the at least one supporting document to the electronic audit.

5. The method of claim 2, further comprising providing audit results to the insured, wherein the audit results describe an application of at least one business rule to at least one of the first plurality of responses, the second plurality of responses, and the at least one supporting document, to determine the adjustment.

6. The method of claim 1, further comprising:

updating a first web portal with a current status of the electronic audit, wherein the first web portal is accessible to the insured; and

updating a second web portal with the current status of the electronic audit, wherein the second web portal is accessible to an insurer representative.

7. The method of claim 6, further comprising providing at least one analysis tool for assisting the insurer representative with reviewing the results of the electronic audit.

8. The method of claim 7, further comprising applying, using the processing device, at least one predetermined business rule associated with the analysis tool to assign a classification to the insured.

9. The method of claim 7, further comprising generating at least one alert responsive to at least one of the first plurality of responses, the second plurality of responses, and the at least one supporting document.

10. The method of claim 1, further comprising updating account information associated with the insurance policy based on at least one of the first plurality of responses.

11. The method of claim 1, wherein each of the plurality of risk path queries is associated with a risk path of the insured.

12. The method of claim 1, wherein the electronic audit system is a web-based application having at least one web portal.

13. The method of claim 1, further comprising transmitting a message to the insured, wherein the message contains an invitation to complete the electronic audit using the electronic audit system.

14. The method of claim 1, wherein at least one of the second plurality of responses includes an identification of a type of business operations of the insured.

15. The method claim 1, further comprising reviewing the adjustment to the insurance premium using the electronic audit system.

16. The method of claim 1, further comprising:

determining at least one rate classification code based on the second plurality of responses; and

determining the adjustment based on the at least one rate classification code.

17. The method of claim 5, comprising:

receiving a request for a review of the adjustment from the insured through the electronic audit system;

receiving information pertaining to the audit through the electronic audit system, wherein receiving information comprises at least one of;

performing a dynamic interview with the insured through the electronic audit system, wherein at least one query of the dynamic interview pertains to at least one of an account and a risk path of the insured; and

receiving at least one additional supporting document through the electronic audit system; and

revising the adjustment based on the information pertaining to the audit.

18. The method of claim 17, further comprising providing updated audit results to the insured describing the application of at least one business rule to the information pertaining to the audit to determine the revised adjustment.

19. The method of claim 17, further comprising transmitting at least one automated notification regarding a status of the review.

20. An electronic audit system, comprising:

a computerized processing device; and

a memory device in communication with the computerized processing device and storing specially-programmed instructions that when executed by the computerized processing device result in;

receiving by an insurer from an insured a registration, wherein the insured holds an insurance policy with the insurer;

receiving a first plurality of responses, wherein each of the first plurality of responses is responsive to at least one of a plurality of account queries;

receiving a second plurality of responses, wherein each of the second plurality of responses is responsive to at least one of a plurality of risk path queries, and wherein at least one of the plurality of risk path queries is based on at least one of the second plurality of responses; and

determining, based on at least one of the first plurality of responses and the second plurality of responses, an adjustment to an insurance premium paid by the insured for the insurance policy.

21. The device of claim 20, wherein the specially-programmed instructions, when executed by the computerized processing device, further result in:

receiving at least one supporting document.

22. The device of claim 21, wherein determining the adjustment is further based on the at least one supporting document.

23. A computer-readable memory storing instructions that when executed by a computer comprising at least one processor result in:

receiving, by a specially programmed computer device and from an insured, a registration of the insured, wherein the insured holds an insurance policy with an insurer;

receiving, by the specially programmed computer device, a first plurality of responses, wherein each of the first plurality of responses is responsive to at least one of a plurality of account queries;

receiving, by the specially programmed computer device, a second plurality of responses, wherein each of the second plurality of responses is responsive to at least one of a plurality of risk path queries, and wherein at least one of the plurality of risk path queries is based on at least one of the second plurality of responses; and

determining, by the specially programmed computer device and based on at least one of the first plurality of responses and the second plurality of responses, an adjustment to an insurance premium paid by the insured for the insurance policy.

24. The computer-readable memory of claim 23, wherein the instructions, when executed by a computer comprising at least one processor, further result in:

receiving at least one supporting document.

25. The computer-readable memory of claim 24, wherein determining the adjustment is further based on the at least one supporting document.

26. A computer-implemented method of performing an electronic dispute resolution of an insurance policy audit comprising:

providing to an insured through an electronic audit system of an insurer, the electronic audit system comprising at least one processing device, an adjustment to an insurance premium paid by the insured for an insurance policy held with the insurer;

receiving a request for a review of the adjustment from the insured through the electronic audit system;

receiving a plurality of responses through the electronic audit system, wherein each of the plurality of responses is responsive to at least one of a plurality of risk path queries, and wherein at least one of the plurality of risk path queries is based on at least one of the plurality of responses; and

determining, based on at least one of the plurality of responses, a modified adjustment to the insurance premium.

27. The method of claim 26, further comprising receiving at least one supporting document through the electronic audit system.

28. The method of claim 27, wherein determining the modified adjustment is further based on the at least one supporting document.