Rapid business support of insured property using image analysis

• US 7,809,587 B2
• Filed: 05/07/2004
• Issued: 10/05/2010
• Est. Priority Date: 05/07/2004
• Status: Expired due to Fees

• Current Assignee: LinkedIn Corporation (Microsoft Corporation)
• Original Assignee: International Business Machines Corporation
• Inventors: Jerome, William F., Winegust, Fred S., Stern, Edith H., Dorai, Chitra
• Primary Examiner(s): Morgan; Robert W
• Assistant Examiner(s): LAM, ELIZA ANNE
• Application Number:
  US10/841,783
• Publication Number:
  US 20050251427A1
• Time in Patent Office: 2,342 Days
• Field of Search: None
• US Class Current: 705/4
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 40/08 Insurance

Abstract

A method of providing rapid business support of insured property using image analysis can include the step of receiving at least one digital image of damaged property. Damage can be automatically accessed for insurance purposes based upon the received images. An incident response can be automatically determined based at least in part upon the damage assessment. Incident responses can include, but are not limited to, tendering a claim payoff offer, referring a claim to a human agent, providing repair instructions, and/or arranging for a physical damage assessment of the damaged property.

Claims

1. A computer-implemented method of assessing damage of an insured property using image analysis for processing an insurance claim and generating an automated incident response message within an incident response system comprising the steps of:

receiving at least one digital image of the insured property in a damaged state in the incident response system from at least one remote image taking device;

evaluating a quality and quantity of the received at least one digital image of the insured property in the damaged state and determining whether the at least one digital image of the insured property in the damaged state is sufficient to perform damage analysis;

if the at least one digital image of the insured property in the damaged state is not sufficient to perform damage analysis, requesting at least one additional image;

if the at least one digital image or the at least one additional image of the insured property in the damaged state is sufficient to perform damage analysis, obtaining at least one image of the insured property in an undamaged state before the damage occurred or at least one image of a model property comparable to the insured property in an undamaged state before the damage occurred;

retrieving insurance metrics pertaining to the damaged property, wherein the insurance metrics include policy-specific data for a policy relating to the damaged property;

digitally processing the images of the insured property in the damaged state and in the undamaged state to facilitate a comparison of the at least one image of the insured property in the damaged state and the at least one image of the insured property in the undamaged state, wherein the processing is performed by a processor of the incident response system;

assessing damage based upon the comparison, wherein assessing damage includes determining a damage area or type, assigning a damage level, and estimating an overall damage cost based upon factors including the damage area or type, the damage level, and data relating to repair and/or replacement costs, wherein the assessing is performed by the processor;

determining an incident response to the insurance claim based at least in part upon the assessing step and utilizing the retrieved insurance metrics pertaining to the damaged property, wherein the determining is performed by the processor; and

generating an automated incident response message based on the determined incident response and conveying the message to appropriate parties relating to the insurance claim.

2. The method of claim 1, wherein the incident response includes at least one of tendering a claim payoff offer, referring a claim to a human agent, providing repair instructions, and arranging for a physical damage assessment of the damaged property.

3. The method of claim 1, wherein the insurance metrics further include at least one of a history of the damaged property and an insurance history of a customer relating to the damaged property.

4. The method of claim 1, wherein the incident response is adjusted based upon at least one of an insurance agent availability, a workload level, and an assessed damage level.

5. The method of claim 1, said processing step further comprising the step of:

digitally processing the at least one image of the insured property in the damaged state and the at least one image of the insured property in the undamaged state to generate normalized images; and

utilizing said normalized images for the comparison.

6. The method of claim 1, wherein the at least one digital image of the insured property in the damaged state is transmitted by an image providing source via a first device, and wherein a message requesting that the image providing source provide additional images is transmitted to a second device associated with the image providing source, wherein the second device is different from the first device.

7. The method of claim 6, further comprising the step of:

providing to the image providing source at least one suggestion for improving image quality.

8. The method of claim 1, further comprising the step of:

automatically populating at least one database field relating to an incident in which the insured property was damaged by analyzing the received at least one digital image of the insured property in the damaged state.

9. The method of claim 1, wherein said assessing step assigns a monetary amount to the assessed damage, and wherein the determined incident response is dependent upon the assigned monetary amount.

10. The method of claim 1, wherein said method is performed within a networked software application configured to execute on the processor and accessed by authorized agents of an insurance company, wherein the received digital images are taken at an accident site using a mobile computing device that is wirelessly linked to the networked software application.

11. The method of claim 1, wherein the at least one image of the model property is received from a remotely located source that provided the at least one image of insured property.

12. The method of claim 1, wherein the image of the insured property in the damaged state is taken at a scene of an accident, and wherein a result of said assessing step is conveyed in real-time to the scene of the accident, and wherein said assessing step occurs within a computing device located remotely from the scene of the accident.

13. A non-transitory machine-readable storage having stored thereon, a computer program having a plurality of code sections, said code sections executable by a machine for causing the machine to perform the steps of:

receiving at least one digital image of an insured property in a damaged state in an incident response system from at least one remote image taking device;

evaluating a quality and quantity of the received at least one digital image of the insured property in the damaged state and determining whether the at least one digital image of the insured property in the damaged state is sufficient to perform damage analysis;

if the at least one digital image of the insured property in the damaged state is not sufficient to perform damage analysis, requesting at least one additional image;

if the at least one digital image or the at least one additional image of the insured property in the damaged state is sufficient to perform damage analysis, obtaining at least one image of the insured property in an undamaged state before the damage occurred or at least one image of a model property comparable to the insured property in an undamaged state before the damage occurred;

retrieving insurance metrics pertaining to the damaged property, wherein the insurance metrics include policy-specific data for a policy relating to the damaged property;

digitally processing the images of the insured property in the damaged state and in the undamaged state to facilitate a comparison of the at least one image of the insured property in the damaged state and the at least one image of the insured property in the undamaged state;

assessing damage based upon the comparison, wherein assessing damage includes determining a damage area or type, assigning a damage level, and estimating an overall damage cost based upon factors including the damage area or type, the damage level, and data relating to repair and/or replacement costs;

determining an incident response to an insurance claim based at least in part upon the assessing step and utilizing the retrieved insurance metrics pertaining to the damaged property; and

generating an automated incident response message based on the determined incident response and conveying the message to appropriate parties relating to the insurance claim.

14. A computer-implemented incident response system for assessing damage of an insured property using image analysis for processing an insurance claim and generating an automated incident response message comprising:

at least one memory; and

at least one processor including;

an image analysis engine configured to

receive at least one digital image of the insured property in a damaged state in the incident response system from at least one remote image taking device;

evaluate a quality and quantity of the received at least one digital image of the insured property in the damaged state and determine whether the at least one digital image of the insured property in the damaged state is sufficient to perform damage analysis;

if the at least one digital image of the insured property in the damaged state is not sufficient to perform damage analysis, request at least one additional image;

if the at least one digital image or the at least one additional image of the insured property in the damaged state is sufficient to perform damage analysis, obtain at least one image of the insured property in an undamaged state before the damage occurred or at least one image of a model property comparable to the insured property in an undamaged state before the damage occurred;

digitally process the images of the insured property in the damaged state and in the undamaged state to facilitate a comparison of the at least one image of the insured property in the damaged state and the at least one image of the insured property in the undamaged state; and

assess damage based upon the comparison, wherein assessing damage includes determining a damage area or type, assigning a damage level, and estimating an overall damage cost based upon factors including the damage area or type, the damage level, and data relating to repair and/or replacement costs;

an incident response engine configured to

retrieve insurance metrics pertaining to the damaged property, wherein the insurance metrics include policy-specific data for a policy relating to the damaged property;

determine an incident response to the insurance claim including an appropriate action based at least in part upon the assessment and utilizing the retrieved insurance metrics pertaining to the damaged property; and

generate an automated incident response message based on the determined incident response and conveying the message to appropriate parties relating to the insurance claim.

15. The system of claim 14, further comprising:

an insurance management information system containing insurance policy data, wherein said incident response engine accesses the insurance management system to determine insurance policy data relating to the damaged property, and wherein issued incident responses are partially based upon the accessed insurance policy data.

16. The system of claim 14, further comprising a learning engine for periodically training the image analysis engine and the incident response engine to improve an accuracy of the image analysis engine and the incident response engine.

17. The system of claim 16, further comprising:

a persistent data store configured to store digital images of damaged and undamaged properties and data related to the damaged and undamaged properties; and

wherein the learning engine is configured to analyze data contained within the persistent data store and responsively adjust behavior of at least one of the image analysis engine and incident response engine.