SYSTEM TO ADMINISTER INSURANCE KNOWLEDGE MANAGEMENT TOOL

• US 20160171616A1
• Filed: 12/15/2014
• Published: 06/16/2016
• Est. Priority Date: 12/15/2014
• 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: Stevens, Sandra J., Lellock, Belinda A., Ma'luf, Anthony Jason, Grashaw, Kurt E., Wagner, Mark Richard
• Granted Patent: US 10,217,171 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 40/08 Insurance

Abstract

According to some embodiments, a communication may be received from a customer in connection with an insurance policy. A system may then transmit, to a service representative device, data associated with an insurance knowledge management enterprise portal displaying information to facilitate interaction with the customer. A type of insurance event associated with the communication from the customer may be determined, and customized data associated with the insurance knowledge management enterprise portal may be transmitted to the service representative device, the customized data being based at least in part on the type of insurance event associated with the communication from the customer.

Claims

1. A system including an enterprise data sharing architecture for insurance knowledge management, comprising:

a communication device to receive a communication from a customer in connection with an insurance policy;

a computer storage unit for receiving, storing, and providing data indicative of the communication from the customer;

a knowledge management database storing insurance knowledge management enterprise portal information; and

a knowledge management platform processor in communication with the communication device, the storage unit, and the knowledge management database, wherein the processor is configured for;

transmitting, to a service representative device, a portion of the insurance knowledge management enterprise portal information to provide a display facilitating interaction with the customer,

determining a type of insurance event associated with the communication from the customer, the insurance event being associated with insurance claim processing for one of two different potential lines of insurance, and

transmitting, to the service representative device, customized data associated with the insurance knowledge management enterprise portal, said customized data being based at least in part on the determined type of insurance event.

2. The system of claim 1, wherein said service representative device is associated with at least one of:

(i) a call center, (ii) an insurance claim processor, (iii) an analyst, and (iv) a customer care team member.

3. The system of claim 1, wherein said customized data comprises at least one of:

(i) data selected from the knowledge management database, and (ii) data dynamically modified by the knowledge management platform in substantially real time.

4. The system of claim 1, wherein the knowledge management platform processor is further configured for:

automatically determining a role identifier associated with the service representative device, and said customized data is further based at least in part on information accessed using the automatically determined role identifier.

5. The system of claim 4, wherein the knowledge management platform processor is further configured for:

automatically determining an insurance policy identifier associated with the insurance policy, and said customized data is further based at least in part on information accessed using the automatically determined insurance policy identifier.

6. The system of claim 1, wherein the communication from the customer comprises an incoming telephone call.

7. The system of claim 1, wherein the potential lines of insurance are associated with at least one of:

(i) commercial automobile insurance, (ii) personal automobile insurance, (iii) general liability insurance, (iv) homeowners liability insurance, (v) commercial property insurance, (vi) group benefits insurance, and (vii) personal property insurance.

8. The system of claim 1, wherein the insurance event is associated with at least one of:

(i) a new insurance claim, (ii) an existing insurance claim, and (iii) a hypothetical insurance claim.

9. The system of claim 1, wherein the customized data is associated with at least one of:

(i) a pop up window, (ii) a replacement display, and (iii) a hover-over window.

10. The system of claim 1, wherein the insurance knowledge management enterprise portal includes an insurance policy identifier search function, the insurance policy is associated with an insurer, and said search function is able to search identifiers including identifiers not associated with the insurer.

11. The system of claim 1, wherein the insurance knowledge management enterprise portal includes an analytics engine to collect data associated with a plurality of communications from a plurality of customers.

12. The system of claim 11, wherein the analytics engine is further to collect data associated with a plurality of service representative devices.

13. The system of claim 12, wherein data collected by the analytics engine is used to dynamically and automatically adjust the insurance knowledge management enterprise portal.

14. The system of claim 1, wherein the insurance knowledge management enterprise portal is able to automatically receive feedback information from at least one of:

(i) the service representative device, and (ii) the customer.

15. The system of claim 1, wherein the insurance knowledge management enterprise portal includes a dynamically and automatically updated list of links to information based on a number of times each link was accessed by service representative devices during a pre-defined period of time.

16. A computer-implemented method associated with insurance knowledge management, comprising:

receiving a communication from a customer in connection with an insurance policy;

automatically transmitting, by a knowledge management platform processor to a service representative device, data associated with an insurance knowledge management enterprise portal displaying information to facilitate interaction with the customer;

automatically determining, by the knowledge management platform processor, a type of insurance event associated with the communication from the customer, the insurance even being associated with insurance claims processing; and

automatically transmitting, by the knowledge management platform processor to the service representative device, customized data associated with the insurance knowledge management enterprise portal, said customized data being based at least in part on the type of insurance event associated with the communication from the customer.

17. The method of claim 16, further comprising:

automatically determining, by the knowledge management platform processor, a role identifier associated with the service representative device;

automatically determining, by the knowledge management platform processor, an insurance policy identifier associated with the insurance policy, and

said customized data is further based at least in part on information accessed using the automatically determined role identifier and insurance policy identifier.

18. The method of claim 16, wherein the communication from the customer comprises an incoming telephone call, and the insurance policy is associated with at least one of:

(i) commercial automobile insurance, (ii) personal automobile insurance, (iii) general liability insurance, (iv) homeowners liability insurance, (v) commercial property insurance, (vi) group benefits insurance, and (vii) personal property insurance.

19. The method of claim 18, wherein the insurance knowledge management enterprise portal includes an analytics engine to collect data associated with a plurality of communications from a plurality of customers and a plurality of service representative devices, wherein data collected by the analytics engine is used to dynamically and automatically adjust the insurance knowledge management enterprise portal.

20. A system for insurance knowledge management, comprising:

a communication device to receive a communication from a customer in connection with an insurance policy;

a computer storage unit for receiving, storing, and providing data indicative of the communication from the customer;

a knowledge management database storing insurance knowledge management enterprise portal information; and

a knowledge management platform processor in communication with the communication device, the storage unit, and the knowledge management database, wherein the processor is configured for;

transmitting, to a service representative device, with a portion of the insurance knowledge management enterprise portal information to provide a display facilitating interaction with the customer,

determining a type of insurance event associated with the communication from the customer, the insurance event being associated with insurance claim processing,

automatically determining a role identifier associated with the service representative device,

automatically determining an insurance policy identifier associated with the insurance policy,

transmitting, to the service representative device, customized data associated with the insurance knowledge management enterprise portal, said customized data being based at least in part on the determined type of insurance event and information accessed using the automatically determined role identifier and insurance policy identifier.

21. The system of claim 20, wherein the communication from the customer comprises an incoming telephone call, and the insurance policy is associated with at least one of:

(i) commercial automobile insurance, (ii) personal automobile insurance, (iii) general liability insurance, (iv) homeowners liability insurance, (v) commercial property insurance, (vi) group benefits insurance, and (vii) personal property insurance.

22. The system of claim 21, wherein the insurance knowledge management enterprise portal includes an insurance policy identifier search function, the insurance policy is associated with an insurer, and said search function is able to search identifiers including identifiers not associated with the insurer.

23. The system of claim 20, wherein the insurance knowledge management enterprise portal includes an analytics engine to collect data associated with a plurality of communications from a plurality of customers and a plurality of service representative devices, wherein data collected by the analytics engine is used to dynamically and automatically adjust the insurance knowledge management enterprise portal.