Computer system and method for interim transaction diagnosis for selective remediation and customer loyalty enhancement

• US 9,659,299 B2
• Filed: 04/30/2008
• Issued: 05/23/2017
• 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:
  US12/112,683
• Publication Number:
  US 20090276279A1
• Time in Patent Office: 3,310 Days
• Field of Search: 705 7, 705 729
• 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 customer feedback acquisition and processing system includes a data acquisition processor for receiving first and second customer feedback responses. The first customer feedback response is received by the data acquisition processor after notice of a claim is received and before the claim is resolved. The second customer feedback response is received by the data acquisition processor after it receives the first customer feedback response. The data acquisition processor may operate to classify the first customer feedback response in one of two categories. The two categories may be an attention-needed category and an attention-not-needed category. The system may also include a workflow router in communication with the data acquisition processor. The system may further include a supervisor terminal in communication with the workflow router.

Claims

1. A computer system for interacting with a pre-existing system to provide feedback acquisition and processing, comprising:

a loyalty data server computer system in communication with a claim data management server computer, the loyalty data server computer system configured to access the claim data management server computer to obtain data indicative of open claim files qualified for an interim claims transaction survey, and, based on a pre-determined number of days after a first notice of loss, determine that claims are qualified for the interim claims transaction survey, and, for claims determined to be qualified for the interim claims transaction 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 survey terminal, wherein;

responsive to the first notice of loss being associated with a workers'"'"' compensation insurance type, the loyalty data server computer system is configured to automatically set the predetermined number of days to a first value, and

responsive to the first notice of loss being associated with an automotive insurance type, the loyalty data server computer system is configured to automatically set the predetermined number of days to a second value different than the first value,

a data acquisition processor for receiving a plurality of first customer feedback responses and a plurality of second customer feedback responses to surveys, each of the first customer feedback responses being an interim claims transaction feedback response received, in response to a first customer survey, by the data acquisition processor from a claimant before the insurance claim is resolved by an insurance provider,

each of the second customer feedback responses being received by the data acquisition processor after receiving the one of the plurality of first customer feedback responses associated with one of the insurance claims, the data acquisition processor operative to classify at least one of the first customer feedback responses in an attention-needed category and at least one other of the first customer feedback responses in an attention-not-needed category;

a workflow router in communication with the data acquisition processor;

a supervisor terminal in communication with the workflow router, the workflow router operative to route one of the plurality of claims to the supervisor terminal in response to the first customer feedback response associated with the claim being classified in the attention-needed category, wherein the supervisor terminal is to facilitate remedial action before the second customer feedback response associated with the claim is received by the data acquisition processor;

a database storage unit in communication with the data acquisition processor for storing data that represents the first and second customer feedback responses;

a database processor in communication with the database storage unit, the database processor operative to identify trends in customer feedback response data stored in the database storage unit;

a display device in communication with the database processor, the display device providing a screen display indicative of an aggregation of the customer feedback response data stored in the database storage unit;

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

wherein the data acquisition processor is operative to selectively classify the second customer feedback response as company-loyal, and to selectively classify a first customer feedback response in the attention-not-needed category as company-loyal; and

a sales processor in communication with the database storage unit, the data acquisition processor and the workflow router and, responsive to the selective classification of a customer feedback response as company-loyal, configured to generate a selling proposition for the claimant who provided the customer feedback response.

2. The system of claim 1, further comprising:

storing in a database at least one attribute of at least one of the first and second customer feedback responses.

3. The system of claim 2, wherein the workflow router is operative to route the claim in response to the at least one stored attribute.

4. The system of claim 1, wherein the data acquisition processor is also for receiving at least one additional customer feedback response after receiving the second customer feedback response.

5. The system of claim 1, further comprising:

an input terminal for inputting the first and second customer feedback responses.

6. The system of claim 5, further comprising:

a voice recording device in communication with the database storage unit for storing in the database storage unit customer voice recordings that contain the customer feedback responses.

7. The system of claim 6, wherein the voice recording device is integrated with the input terminal.

8. The system of claim 6, wherein the supervisor terminal includes a sound reproduction device for audibly reproducing the customer voice recordings stored in the database storage unit.

9. The system of claim 1, wherein the trends identified by the database processor are predictive of future customer loyalty behavior.

10. The system of claim 1, further comprising:

a sales terminal in communication with the workflow router;

wherein;

the workflow router routes the selling proposition to the sales terminal.

11. The system of claim 10, wherein the selling proposition proposes that the claimant buy a line of insurance different from a line of insurance that was involved in the claim.

12. The system of claim 10, wherein the sales terminal is operated by an affiliate of a company that operates the sales processor.

13. The system of claim 1, wherein:

the second customer feedback response is received within a predetermined time after a trigger event; and

the trigger event is one of;

(a) closing the file;

(b) transition to a new claim manager;

or (c) subrogation.

26. The system of claim 1, further wherein:

if the first notice of loss is associated with a property damage insurance type, automatically setting the predetermined number of days to a third value different than the first and second values.

14. A computer system, comprising:

a data storage unit;

a plurality of first terminals;

a plurality of second terminals;

a loyalty data server computer, comprising;

a processor and a program memory in communication with the processor, the loyalty data server computer in communication with the data storage unit, the plurality of first terminals and the plurality of second terminals;

the program memory storing program instructions, the processor operative with the program instructions to;

access a claim data management server computer to obtain data indicative of open claim files;

route first claim files and second claim files to the first terminals, the routing comprising obtaining hyperlinks pointing to locations of the first and second claim files in the claim data management server computer, placing the obtained hyperlinks in work queues on the first terminals, the first claim files representing claims for which a first notice of loss has been received by the insurance provider from claimants a pre-determined number of days ago but that are not yet resolved by the insurance provider, wherein;

responsive to the first notice of loss being associated with a workers'"'"' compensation insurance type, automatically setting the predetermined number of days to a first value, and

responsive to the first notice of loss being associated with an automotive insurance type, automatically setting the predetermined number of days to a second value different than the first value,

the second claim files representing claims that have been resolved, at least some of the second claim files having previously been first claim files;

receive from the first terminals first customer feedback responses, comprising interim claims transaction feedback responses, generated with respect to surveys initiated by the insurance provider and administered to claimants for the first claim files and second customer feedback responses generated with respect to surveys administered to claimants for the second claim files;

selectively route ones of the first claim files to ones of the second terminals in response to the first customer feedback responses for the ones of the first claim files indicating that the claimants for the ones of the first claim files are not satisfied with handling of the ones of the first claim files, wherein remedial action is to be taken in connection with the selectively routed first claim files;

wherein at least some of the second customer feedback responses are received responsive to a survey administered after the routing of the claim to ones of the second terminals in response to the first customer feedback response indicating that the claimant is not satisfied with handling of the first claim file; and

wherein the loyalty data server computer is operative to selectively classify the second customer feedback response as company-loyal and to selectively classify a first customer feedback response indicating that a claimant is satisfied with handling of one of the first claim files as company-loyal; and

a sales processor in communication with the data storage unit and the processor, and configured to, responsive to the selective classification of a customer feedback response as company-loyal, generate a selling proposition for the claimant who provided the customer feedback response classified as company-loyal.

15. The computer system of claim 14, wherein the processor is further operative with the program instructions to:

aggregate the first customer feedback responses to generate interim feedback response data;

store the interim feedback response data in the data storage unit;

aggregate the second customer feedback responses to generate resolved claim feedback response data; and

store the resolved claim feedback response data in the data storage unit.

16. The computer system of claim 15, wherein the processor is further operative with the program instructions to:

identify trends in the stored interim feedback response data.

17. The computer system of claim 15, wherein the processor is further operative with the program instructions to:

identify trends in the stored resolved claim feedback response data.

18. The computer system of claim 15, further comprising:

a display device in communication with the processor;

and wherein the processor is further operative with the program instructions to;

cause the display device to graphically display the interim feedback response data and the resolved claim feedback response data.

19. The computer system of claim 18, wherein the graphically displayed data is presented on the display device as part of a dashboard display.

20. The computer system of claim 14, wherein at least one of the first customer feedback responses and the second customer feedback responses include recordings of the claimants'"'"' voices.

21. The computer system of claim 20, wherein the processor is further operative with the program instructions to:

store the recordings of the claimants'"'"' voices in the data storage unit.

22. The computer system of claim 20, wherein the processor is further operative with the program instructions to:

include the recordings of the claimants'"'"' voices in the ones of the first claim files routed to the ones of the second terminals.

23. A method of operating a computer system, the method comprising:

accessing, by a loyalty data server computer, a claim data management server computer to obtain data indicative of open claim files, the open claim files being associated with first notices of loss for insurance claims received a pre-determined number of days ago but not yet resolved;

routing, by the loyalty data server computer, open claim files to survey employees'"'"' terminals;

prompting, by a computer processor of the loyalty data survey computer, the survey employees to initiate and administer interim surveys to claimants who correspond to the open claim files, the prompting comprising, for claims determined to be qualified for an interim survey, obtaining a hyperlink pointing to the claim file location in the claim data management server computer, and placing the obtained hyperlink in a work queue on a survey employee'"'"'s terminal, wherein;

responsive to the first notice of loss being associated with a workers'"'"' compensation insurance type, automatically setting the predetermined number of days to a first value, and

responsive to the first notice of loss being associated with an automotive insurance type, automatically setting the predetermined number of days to a second value different than the first value,

receiving first input via the survey employees'"'"' terminals, the first input indicative of the claimants'"'"' responses to the interim surveys and comprising interim claims transaction feedback;

identifying, from the claimants'"'"' responses, ones of the open claim files for which respective claimants are dissatisfied with handling of corresponding claims;

routing, by the computer processor of the loyalty data server computer, the identified ones of the open claim files to supervisory employees'"'"' terminals associated with the insurance provider, the supervisory employees responsible for claim handlers who are handling the identified ones of the open claim files, wherein the supervisory employee is to facilitate remedial action for the identified ones of the open claim files;

aggregating the claimants'"'"' responses;

storing the aggregated responses in a data storage unit;

routing claim files, including at least some of the identified ones of the open claim files, after resolution of the claim files, the claim files being resolved claim files after resolution, to the survey employees'"'"' terminals;

prompting, by the computer processor of the loyalty data server computer, the survey employees to administer final surveys to claimants who correspond to the resolved claim files;

receiving second input via the survey employees'"'"' terminals, the second input indicative of claimants'"'"' responses to the final surveys, wherein at least some of the second input is responsive to ones of the final surveys administered to the claimants after the routing of the open claim file of the claimant to supervisory employees'"'"' terminals in response to the open claim file being identified as one for which the respective claimant is dissatisfied;

aggregating the claimants'"'"' responses to the final surveys;

storing the aggregated claimants'"'"' responses to the final surveys in the data storage unit;

identifying ones of the claimants whose responses to the final surveys indicate customer loyalty, including at least one of the claimants identified as dissatisfied based on the first input; and

generating, by a sales processor in communication with the computer processor of the loyalty data server computer, responsive to the identification of ones of the claimants whose responses to the final surveys indicate customer loyalty, selling propositions to the ones of the claimants identified as customer loyal.

24. The method of claim 23, further comprising:

presenting insurance coverage selling propositions to the identified ones of the claimants.

25. The method of claim 23, further comprising:

displaying in graphical form, on a display device, the aggregated claimants'"'"' responses to the interim and final surveys.