JP7323186B2 - Information processing equipment - Google Patents

Description

The present invention relates to an information processing device.

2. Description of the Related Art Conventionally, when a facility such as a home owned by a policyholder of a non-life insurance suffers some kind of damage due to a disaster or the like, the policyholder can make a claim for damage insurance.
However, for example, when some kind of damage actually occurs to the policyholder's home or the like, it is difficult for the policyholder to determine whether or not the damage is covered by insurance.
Therefore, a technology has been proposed for supporting claims for damage insurance claims from policyholders (see Patent Literature 1, for example).

JP 2017-045317 A

However, in the case of the conventional technology including the above-mentioned Patent Document 1, it is only possible to provide a judgment as to whether or not the input information regarding the insurance case from the policyholder is subject to damage insurance. In addition, it has been assumed that the policyholder himself/herself has knowledge about non-life insurance and the like so that he/she can input information about the accident to some extent.

The present invention has been made in view of this situation, and even a policyholder who has almost no knowledge of insurance and guarantees can claim insurance claims and guarantees that are appropriate for damages. The purpose is to make it easier to perform

In order to achieve the above object, an information processing device according to one aspect of the present invention includes:
Acquisition means for acquiring first information including at least information on troubles related to the user's housing and damages caused by the troubles;
a management means for accumulating and managing the first information acquired by the acquisition means;
a first presenting means for presenting second information, which includes at least the first information managed by the managing means, to an expert who has specialized knowledge about the trouble and the damage;
Prepare.

According to the present invention, even a policyholder who has almost no knowledge about insurance, guarantees, etc., can easily make a claim for appropriate insurance money and guarantees for damages, etc. .

FIG. 2 is a diagram comparing the basic flow of the present service that can be realized by an information processing system including a server according to an embodiment of the information processing apparatus of the present invention and a conventional service; FIG. 2 is a diagram showing an outline of a service that is the basis of this service in FIG. 1; FIG. 4 is a diagram showing an example of trouble information that can be provided by a user; It is a figure which shows an example of the trouble information which a responder can provide. It is a figure which shows the outline|summary of the damage report by an insurance agency. It is a figure which shows the outline|summary of the damage report by an insurance agency. It is a figure which shows the outline|summary of the damage report by an insurance agency. It is a figure which shows the outline|summary of the point provision service contained in this service. 1 is a diagram showing the configuration of an information processing system including a server according to an embodiment of an information processing apparatus of the present invention; FIG. FIG. 10 is a block diagram showing an example of a hardware configuration of a server in the information processing system shown in FIG. 9; FIG. FIG. 11 is a functional block diagram showing a functional configuration for executing a housing trouble support process among the functional configurations of the server of FIG. 10;

BEST MODE FOR CARRYING OUT THE INVENTION Hereinafter, embodiments of the present invention will be described with reference to the drawings.

First, with reference to FIGS. 1 to 9, an outline of a service (hereinafter referred to as "this service") to which an information processing system (see FIG. 10 described later) to which the information processing apparatus of the present invention is applied is applied. explain.

FIG. 1 is a diagram comparing the present service that can be realized by an information processing system including a server according to an embodiment of the information processing apparatus of the present invention and a conventional service.

This service is an example of the service provided by the service provider G. In this service, if any trouble such as water leakage, damage, or failure occurs in User U's house (hereinafter referred to as "housing trouble"), and if damage due to housing trouble occurs, the original state Recovery assistance is provided.
In other words, this service enables even policyholders who have almost no knowledge of insurance and guarantees to easily make claims for appropriate insurance claims and guarantees for their own damages. It is a service that supports
Hereinafter, with reference to FIG. 1, a method for restoring the original state when user U has housing trouble will be described separately for the case of using the conventional method and the case of using this service.

In any of the cases described above, when a housing trouble occurs, the user U consults with a contact person and requests repairs or the like depending on the situation (step SS1).
Here, the "responder" includes a specialist V who can solve the trouble (hereinafter referred to as a "troubleshooter V"), a service provider G who deals with housing troubles as part of member services, and the like. included. In the case where the service provider G is the responder, it is common for the trouble handling company V or the like to whom the service provider G is entrusted to undertake repairs.
In addition, although not shown, if there is a person who provides a service similar to this service (hereinafter referred to as a "similar service provider"), the user U may contact the similar service provider as an emergency service depending on the situation. In some cases, a request for treatment or repair may be made.

However, when the conventional method is used, even if the housing trouble and the accompanying damage are covered by housing insurance (fire insurance, etc.) or warranty, the user U does not have insurance or warranty. They often do not have enough knowledge. As a result, it was not possible to make a proper insurance claim or warranty claim. As a result, there were many cases in which the user U had to bear the costs required for restoration to the original state, which should not have been originally borne.
That is, when the conventional method is used, an environment in which the information can be shared between the user U and an expert E who can provide the user U with information beneficial to the user U, such as insurance payment and free guarantee. was not in order. In other words, when the conventional method is used, a management system environment in which various types of information can be shared between the expert E and the user U, a support system using the management system, and the like are not sufficiently prepared.
Here, "expert E" refers to a person who has specialized information about insurance and guarantee as knowledge. For example, insurance company Ea, insurance agency Eb, guarantee company or guarantee worker Ec Ec”).

As described above, when the conventional method is used, the user U cannot share sufficient knowledge about insurance and guarantees with the expert E.
As a result, the user U is in a situation where he/she cannot properly exercise his/her rights even if the housing troubles such as malfunctions and the damages caused by the housing troubles should be covered by insurance or guarantees. rice field.

On the other hand, a user U who uses this service may communicate directly with an expert E through a trouble handling company V, a service provider G, or a similar service provider (not shown) as a responder. Various information can be easily shared among them.
Specifically, as shown in FIG. 1, a responder who receives a request for consultation or repair regarding a housing trouble presents information regarding the response (hereinafter referred to as "response information") to the system administrator P. . The correspondence information presented to the server 1 includes information on the user U (hereinafter referred to as "user information"), detailed information on housing troubles (hereinafter referred to as "trouble information"), and information necessary for restoration to the original state. It is possible to include information such as information on work, parts, costs, etc. (hereinafter referred to as "restoration information"). The system administrator P, who has received the correspondence information, causes the server 1 to store and accumulate the correspondence information (step SS2).

The correspondence information accumulated in the server 1 is presented to the expert E. As a result, the correspondence information is shared (step SS3).
The expert E creates information regarding advice on insurance and guarantees (hereinafter referred to as "advice information") based on the presented response information and his own specialized knowledge, and provides it to the user U. As a result, the expert E supports the user U (step SS4).
The user U who has been provided with the advice information can properly claim the right regarding insurance and guarantee. In other words, even a user U who does not have specialized knowledge of insurance or guarantee can appropriately claim rights concerning insurance or guarantee by referring to the advice information provided by the expert E.

If the content of the housing trouble is a defect in equipment or fixtures, etc., the user U will appropriately claim the right regarding the warranty service based on the provided advice information in order to restore the original state by repair or replacement. (Step SS5).
In addition, when damage occurs as a result of user U's housing trouble, user U claims the right regarding insurance money based on the advice information in order to restore the original state using the insurance money that can be obtained. can be performed appropriately (step SS6).
As a result, even if the user U is a policyholder who has almost no knowledge about insurance, guarantees, etc., he/she can easily make appropriate claims for insurance money and guarantees for his/her housing troubles. can be done.

To summarize the above, according to this service, the conventional situation that exists in society in general can be improved, and the policyholder or the guarantee policyholder (for example, the user U in FIG. 1) can appropriately and reliably pay the insurance claim. You will be able to receive warranty service. From the viewpoint of personal information protection, the information of the user U to be presented to the expert E can be limited to only the information of the user U who has given consent to the provision of personal information in advance. Consent to the provision of personal information can be obtained at any timing, such as the timing at which response information is received, the timing at which the response is actually made, or the timing at which the service is registered.

FIG. 2 is a diagram showing an overview of the service that forms the basis of this service in FIG.

When a housing trouble occurs in the user U, the user U asks the respondent for consultation, repair, etc. regarding the housing trouble (step SS1).
The responder presents response information to the system administrator P when receiving a request for consultation or repairs regarding housing troubles from the user U. FIG. The system administrator P stores and accumulates the presented correspondence information in the server 1 (step SS2).
The correspondence information accumulated in the server 1 is shared by being presented to the expert E (step SS3).
The expert E supports the user U by providing advice information to the user U based on the presented correspondence information (step SS4).

That is, in this service, the correspondence information accumulated in the server 1 is shared with the expert E. FIG. The expert E provides the user U with advice information including proposals for preventing insurance or warranty claims from being omitted, based on the response information accumulated in the server 1 and his own specialized knowledge.
Specifically, when there is a possibility that the user U may be covered by insurance or a guarantee, the expert E can confirm the situation by directly contacting the user U even if the user U does not consult with the user. can. After that, the expert E provides the user U with appropriate advice information. As a result, the expert E can protect the interests and rights of the user U as a policyholder of insurance and guarantee.

Specifically, for example, a case is assumed in which a clogged toilet has occurred as a housing trouble of user U. In this case, the person dealing with the housing trouble (for example, the service provider G) presents the correspondence information to the system administrator P. For example, "Even if you perform low pump work, the clog cannot be cleared. Remove the toilet bowl and remove the foreign matter to clear the clog. Since this work is outside the scope of the housing trouble response service, the requester (i.e., user U) must pay the actual cost. Burden." is presented to the system administrator P as response information.
The system administrator P stores and accumulates the presented correspondence information in the server 1 and presents it to the expert E. FIG. Thereby, correspondence information is shared.
The expert E supports the user U by providing advice information to the user U based on the presented response information and his/her own specialized knowledge. In this case, the expert E provides the following advice information to the user U when judging from the repair report included in the correspondence information that there is a possibility of being covered by fire insurance. In other words, the expert E provides the user U with advice information to the effect that the actual costs incurred by the requester (that is, the user U) for the work may be covered by fire insurance.
As a result, the user U can easily make an insurance claim based on the advice information provided by the expert E.

In this service, it is also possible to use this service by using dedicated application software (hereinafter referred to as "user-dedicated application") pre-installed in the user terminal 2 of the user U.
Specifically, the user U operates the user terminal 2 to access an app store (not shown) that allows the user-dedicated application to be downloaded to the user terminal 2, and downloads the user-dedicated application. As a result, the user U can use this service by operating the user terminal 2 .

That is, in this service, the user U can use the user-dedicated application to request consultation, repair, or the like to a person dealing with housing troubles.
As a result, even if the user U does not know the contact information (such as a phone number or email address) of the responder, the user-dedicated application can be used to smoothly request consultation, repair, or the like from the responder. Become. As a result, the original state can be restored more quickly than the conventional method.

In addition, in this service, a specific method for providing advice information from the expert E to the user U is not particularly limited. For example, the advice information may be directly provided from the expert E to the user U via a communication tool such as e-mail, SNS (Social Networking Service), or telephone, or indirectly via the server 1. may

That is, in this service, the expert E can provide advice information to the user U via the server 1 regarding the correspondence information accumulated in the server 1 .
Thereby, the user U can acquire the advice information provided by the expert E via the server 1 by using the user-dedicated application.

In this service, the user U uses a user-dedicated application to allow the server 1 to store, as trouble information, captured image data indicating specific situations of housing troubles and damages.

FIG. 3 is a diagram showing an example of trouble information that a user can provide.

As shown in FIG. 3, in this service, the user U can take an image of the place where the housing trouble occurred and the damage situation, and store the data of the taken image in the server 1 as trouble information.
As a result, the expert E can easily grasp the situation of the housing trouble by confirming the captured image data included in the trouble information stored in the server 1 . As a result, the expert E can provide appropriate and accurate advice information.

In this service, the user U can use the user-dedicated application to provide the expert E with captured image data indicating specific conditions of housing troubles and damages caused by housing troubles as trouble information.
Here, the timing at which the user U provides the data of the captured image as the trouble information to the expert E is not limited to the time. For example, the timing may be before the advice information is provided by the expert E, or the timing after the advice information is provided.
In this manner, the user U can directly provide the data of the captured image as the trouble information to the expert E, so that the expert E can provide appropriate and accurate advice information.
Further, after the first advice information is provided by the expert E, the user U sends the data of the captured image to the expert E in order to obtain the second advice information that is more appropriate and accurate. can also be provided to

FIG. 4 is a diagram showing an example of trouble information that can be provided by a support person.

In this service, dedicated application software (hereinafter referred to as "responder-dedicated application") pre-installed in each of the provider terminal 3 of the troubleshooting provider V and the provider terminal 4 of the service provider G is used. You can also use this service by doing so.
Specifically, each of the trouble handling company V and the service provider G operates the company terminal 3 and the provider terminal 4, respectively, and downloads the responder-dedicated application to each of the company terminal 3 and the provider terminal 4. Access an app store (not shown) that allows you to download a dedicated app for responders.
As a result, each of the trouble handling company V and the service provider G can use this service by operating the company terminal 3 and the provider terminal 4, respectively.

As shown in FIG. 4, in this service, when an expert E consults or reports about a housing trouble or its damage by some method, the responder uses a dedicated app for the responder to display the above captured image. can be provided to the expert E as countermeasure information. Here, the expert E may inform the responder that the captured image data can be automatically transmitted as a function of the dedicated app for the responder.
As a result, the expert E can easily grasp the situation of the housing trouble by checking the data of the provided captured image. As a result, the expert E can provide appropriate and accurate advice information.

In addition, as shown in FIG. 4, in this service, the guarantee company Ec can accept support for the guarantee of the user U based on the support information accumulated in the server 1 .
As a result, the guarantee company Ec can know the details of the trouble in advance based on the correspondence information accumulated in the server 1, so that the guarantee company Ec can handle it after making preparations for providing support for the guarantee. becomes possible.
As a result, the guarantee company, etc. Ec can reduce the time cost and cost associated with the guarantee support, so that the guarantee support can be realized smoothly and with little waste.
Contents of the preparations that the guarantee company Ec needs to prepare in order to support the warranty include provision of information to subcontractors, repairers such as manufacturers (for example, trouble handling company V), and the like.

5 to 7 are diagrams showing outlines of loss reports by insurance agents.

As shown in FIG. 5, in this service, the insurance agency Eb makes a damage report to the insurance company Ea based on the trouble information and restoration information provided by the user U or the response information stored in the server 1. I do.

Specifically, for example, as a housing trouble for user U, a child of user U who is absorbed in a game accidentally hits a window glass with a game controller as a result of slipping his/her hand, causing damage to the window glass. Consider a broken case.
In this case, the person dealing with the housing trouble (for example, the trouble handling company V) presents the handling information to the system administrator P. As the response information, the system manager P is presented with response information including a repair report such as "As an emergency measure, the broken glass was cleaned up and the windows were cured."
The system administrator P stores the presented correspondence information in the server 1 and presents it to the insurance agency Eb. Thereby, correspondence information is shared.
The insurance agent Eb supports the user U by providing advice information to the user U based on the presented response information and his/her own specialized knowledge. In this case, if the insurance agency Eb judges from the repair report included in the response information that there is a possibility of being covered by fire insurance or a possibility of warranty due to damage, stains, etc., To provide user U with advice information. That is, the insurance agency Eb provides the user U with advice information to the effect that housing trouble (broken window glass) may be covered by fire insurance.
The user U, who has been provided with the advice information, follows the provided advice information and uses a user-dedicated application to take an image of the housing trouble (broken window glass) and the specific situation of the damage. Then, the user U provides the insurance agent Eb with the data of the captured image as trouble information, and information on the estimated cost required to restore the housing trouble (broken window glass) to the original condition as the original condition restoration information. Provided to insurance agent Eb.
The insurance agency Eb reports the damage of the user U to the insurance company Ea. Specifically, the agent terminal 6 presents the insurance company terminal 5 with information related to the damage report (hereinafter referred to as “damage report information”). The damage report information can include trouble information (captured image data) and restoration information provided by the user U, and user information and countermeasure information accumulated in the server 1 .
As a result, the insurance company Ea can easily acquire information for determining whether damage to the user U caused by housing trouble (broken window glass) is covered by insurance.
As a result, it becomes possible for the user U to quickly restore the housing trouble (broken window glass) to its original state.

As described above, in this service, the insurance agency Eb reports the damage of the user U to the insurance company Ea. Specifically, the damage report information is presented from the agency terminal 6 to the insurance company terminal 5 . The damage report information is generated based on trouble information (captured image data) and restoration information provided by the user U, and user information and response information accumulated in the server 1 .
Here, a person H (hereinafter referred to as a “housing company, etc. H”) may be using this service.
In this case, it can be said that the housing company H is a person whom the user U can trust and who should be responsible for the user U's housing. Therefore, the insurance agency Eb can request the housing company H to estimate the amount required to restore the housing trouble to its original state.
Specifically, the insurance agency Eb operates the agency terminal 6 to calculate the conditions (hereinafter referred to as "estimation conditions") for calculating the estimate of the amount required to restore the housing trouble to its original state. is presented to H, such as a housing company. As a result, the insurance agency Eb can request the housing company H to calculate the estimated amount.
When the housing company H is presented with the quotation conditions and requested to calculate the estimated amount, the housing company H operates the terminal 8 of the housing company, etc., and presents the estimation result (estimated amount) to the insurance agent Eb. .
The insurance agency Eb presents the estimation result (estimated amount) presented by the housing company H to the insurance company Ea as damage report information.
This allows the insurance agency Eb to smoothly report the damage to the insurance company Ea. In addition, it is possible to encourage the housing company H, which is a person trustworthy to the user U or a person who should be responsible for the user U's house, to take action.
As a result, it is possible to avoid construction troubles when restoring housing troubles to their original state.

As shown in FIG. 6, in this service, the insurance agent Eb makes a damage report to the insurance company Ea based on the information obtained from the consultation or report from the respondent and the response information stored in the server 1. I do.
Specifically, the damage report information is presented from the agency terminal 6 to the insurance company terminal 5 .
Here, the insurance agency Eb can request the housing company H, etc., for an estimate of the amount required to restore the housing trouble to its original state, as in the example of FIG.
When the housing company H is presented with the quotation conditions and requested to calculate the estimated amount, the housing company H operates the terminal 8 of the housing company, etc., and presents the estimation result (estimated amount) to the insurance agent Eb. .
The insurance agency Eb presents the estimation result (estimated amount) presented by the housing company H to the insurance company Ea as damage report information.
This allows the insurance agency Eb to smoothly report the damage to the insurance company Ea. In addition, it is possible to encourage the housing company H, which is a person trustworthy to the user U or a person who should be responsible for the user U's house, to take action.
As a result, it is possible to avoid construction troubles when restoring housing troubles to their original state.

As shown in FIG. 7, in this service, the following information (1) to (3) is stored in the server 1, and when the insurance agent Eb decides to send the report, the server 1 sends the insurance company Damage report information is automatically sent to the terminal 5 .
As a result, the insurance agent Eb can quickly and smoothly file a damage report and insurance claim to the insurance company Ea, which is troublesome.
That is, (1) captured image data (trouble information) showing the specific situation of housing troubles and damages, (2) information on the estimated cost required for restoration (restoration information), and (3) User information and correspondence information are stored in the server 1 . After that, when the insurance agent Eb decides to send the report, the damage report information is automatically sent from the server 1 to the insurance company terminal 5 .

Also, as shown in FIG. 7, a housing company H may use this service. It can be said that the housing company H is a person whom the user U can trust and who should be responsible for the user U's housing. Therefore, the insurance agency Eb can request the housing company H to estimate the amount required to restore the housing trouble to its original state.
Specifically, the insurance agency Eb operates the agency terminal 6 and presents to the housing company H, etc., the conditions for estimating the amount required to restore the housing trouble to its original state. In this manner, the insurance agency Eb requests the housing company H to calculate the estimated amount.
The housing company H, etc., which has received the request to calculate the estimated amount, calculates the estimated amount based on the presented estimation conditions. At this time, the housing company H can refer to the information (1) stored in the server 1, that is, the captured image data (trouble information) indicating the specific situation of the housing trouble or damage. . As a result, the housing company H can calculate the estimated amount without conducting an on-site investigation of housing troubles. The housing company H that has calculated the estimated amount operates the terminal 8 of the housing company etc. to present the estimated result (estimated amount) to the insurance agency Eb.
The insurance agency Eb presents to the insurance company Ea the estimation result (estimated amount) presented by the housing company H, etc. as a damage report to the insurance company Ea.
As a result, the insurance agent Eb can smoothly report the damage to the insurance company Ea and claim the insurance money, which is time-consuming.
In addition, it is possible to encourage the housing company H, which is a person trustworthy to the user U or a person who should be responsible for the user U's house, to take action. As a result, it is possible to avoid construction troubles when restoring housing troubles to their original state.

FIG. 8 is a diagram showing an overview of the point awarding service included in this service.

As shown in FIG. 8, in this service, when a user U uses a user-dedicated application to make an insurance claim, and the insurance money is actually paid, the content of the housing trouble and the damage caused by the insurance company Ea, etc. It may be used as an example in
In this case, the user U is treated as a person who cooperated with the insurance company Ea or the insurance agency Eb's questionnaire. As a reward, the user U is given points that can be used on a user-dedicated application or a dedicated WEB site (hereinafter referred to as "this service point").
Further, when the service points are given as a reward to the user U, the points provided by a predetermined point service affiliated with the system administrator P in advance (hereinafter referred to as "partner points") are It can also be given to the user U.
In this way, since the contents of the insurance claims made by the user U using the user-dedicated application can be used as examples, the insurance company Ea or the insurance agency Eb can accumulate and notify such examples. can be done. In addition, since a predetermined reward is provided to the user U who cooperates in using the cases as examples, it can be expected that the number of accumulated cases will increase.
As a result, it is possible to disseminate in society that appropriate and reliable insurance payment can be received by receiving appropriate information on insurance. As a result, it can be expected that the number of users of this service will increase, so that it can be expected that the number of persons (that is, users U) who can be provided with appropriate and accurate information regarding insurance details will increase.

As described above, in this service, the insurance agency Eb reports the damage of the user U to the insurance company Ea. Specifically, the damage report information is presented from the agency terminal 6 to the insurance company terminal 5 . The damage report information can include trouble information provided by the user U (for example, captured image data) and response information provided by the responder. Therefore, the insurance company Ea can easily acquire information for determining whether damage to the user U caused by housing trouble (for example, broken window glass) is covered by insurance.
That is, for example, the user U uses a user-dedicated application to provide various types of information necessary for claiming insurance claims, so that the insurance company Ea or the insurance agency Eb can simplify the work involved in claiming insurance claims. can be done.
Therefore, in this service, service points are given to each of the user U and the responder as a reward for providing information using the user-dedicated application and the responder-dedicated application.
Further, when the present service points are given as a reward to the user U or the like, it is possible to give the user U the partner points.
Accordingly, it can be expected that the user U and the responder will actively use the user-dedicated application and the responder-dedicated application to provide information. In addition, the insurance company Ea or the insurance agency Eb can simplify the troublesome work of claiming insurance claims.

Next, the configuration of an information processing system that realizes the provision of the above-described service, that is, an information processing system including the server 1 according to an embodiment of the information processing apparatus of the present invention will be described with reference to FIG.
FIG. 9 is a diagram showing the configuration of an information processing system including a server according to an embodiment of the information processing apparatus of the present invention.

The information processing system shown in FIG. 9 includes a server 1, user terminals 2-1 to 2-n (n is an integer value of 1 or more), a trader terminal 3, a provider terminal 4, an insurance company terminal 5, It is configured to include an agency terminal 6 , a guarantee company terminal 7 , and a housing company terminal 8 .
The server 1, user terminals 2-1 to 2-n, vendor terminal 3, provider terminal 4, insurance company terminal 5, agency terminal 6, guarantee company terminal 7, and housing company terminal 8 are each connected to the Internet or the like. are connected to each other via a predetermined network N.

The server 1 is managed by a system administrator P, and includes user terminals 2-1 to 2-n, a trader terminal 3, a provider terminal 4, an insurance company terminal 5, an agency terminal 6, a guarantee company terminal 7, and a housing company. etc. While appropriately communicating with the terminal 8, various processes for realizing this service are executed.

The user terminals 2-1 to 2-n are information processing devices operated by the users U1 to Un, respectively, and are composed of, for example, personal computers, smart phones, tablets, and the like.
In addition, when it is not necessary to distinguish between the users U1 to Un individually, they are collectively referred to as "user U". Moreover, when it is not necessary to distinguish between the user terminals 2-1 to 2-n individually, they are collectively referred to as "user terminals 2".

The trader terminal 3 is an information processing device operated by the trouble handling trader V, and is composed of, for example, a personal computer, a smart phone, a tablet, or the like.

The provider terminal 4 is an information processing device operated by the service provider G, and is composed of, for example, a personal computer, a smart phone, a tablet, or the like.

The insurance company terminal 5 is an information processing device operated by the insurance company Ea, and is composed of, for example, a personal computer, a smart phone, a tablet, or the like.

The agent terminal 6 is an information processing device operated by the insurance agent Eb, and is composed of, for example, a personal computer, a smart phone, a tablet, or the like.

The guarantee company terminal 7 is an information processing device operated by the guarantee company Ec, and is composed of, for example, a personal computer, a smart phone, a tablet, or the like.

The housing company terminal 8 is an information processing device operated by the housing company H, and is composed of, for example, a personal computer, a smart phone, a tablet, or the like.

10 is a block diagram showing an example of a hardware configuration of a server in the information processing system shown in FIG. 9. FIG.

The server 1 includes a CPU (Central Processing Unit) 11, a ROM (Read Only Memory) 12, a RAM (Random Access Memory) 13, a bus 14, an input/output interface 15, an input section 16, and an output section 17. , a storage unit 18 , a communication unit 19 and a drive 20 .

The CPU 11 executes various processes according to programs recorded in the ROM 12 or programs loaded from the storage unit 18 to the RAM 13 .
The RAM 13 also stores data necessary for the CPU 11 to execute various processes.

The CPU 11 , ROM 12 and RAM 13 are interconnected via a bus 14 . An input/output interface 15 is also connected to this bus 14 . An input unit 16 , an output unit 17 , a storage unit 18 , a communication unit 19 and a drive 20 are connected to the input/output interface 15 .

The input unit 16 is composed of, for example, a keyboard or the like, and outputs various information.
The output unit 17 includes a display such as a liquid crystal display, a speaker, and the like, and outputs various information as images and sounds.
The storage unit 18 is composed of a DRAM (Dynamic Random Access Memory) or the like, and stores various data.
The communication unit 19 communicates with other devices (for example, the user terminal 2 and the vendor terminal 3 in FIG. 9) via a network N including the Internet.

A removable medium 30 such as a magnetic disk, an optical disk, a magneto-optical disk, or a semiconductor memory is mounted in the drive 20 as appropriate. A program read from the removable medium 30 by the drive 20 is installed in the storage section 18 as necessary.
The removable medium 30 can also store various data stored in the storage unit 18 in the same manner as the storage unit 18 .

Although not shown, the user terminal 2, the provider terminal 3, the provider terminal 4, the insurance company terminal 5, the agency terminal 6, the guarantee company terminal 7, and the housing company terminal 8 are also shown in FIG. It can have basically the same configuration as the hardware configuration shown. Therefore, description of the hardware configuration of the user terminal 2, the provider terminal 3, the provider terminal 4, the insurance company terminal 5, the agency terminal 6, the guarantee company terminal 7, and the housing company terminal 8 is omitted.

Such cooperation between various hardware and software of the server 1 of FIG. 10 enables the server 1 to execute various processes including the housing trouble support process. As a result, the service provider G can provide the user U with this service described above.
"Housing trouble support processing" refers to processing executed to provide the above-mentioned service.
A functional configuration for executing housing trouble support processing executed in the server 1 will be described below.

11 is a functional block diagram showing a functional configuration for executing housing trouble support processing among the functional configurations of the server of FIG. 10. FIG.

As shown in FIG. 11, in the CPU 11 of the server 1, when the execution of the housing trouble support process is controlled, the acquisition unit 101, the information management unit 102, the presentation unit 103, and the point management unit 104 function. .

Acquisition unit 101 acquires information including at least information on troubles related to the user's housing and damage caused by the troubles.
Specifically, the acquisition unit 101 acquires information including at least user information, trouble information, and restoration information.
For example, when a toilet is clogged as a housing trouble, the acquisition unit 101 may say, "Even if the low pump work is performed, the clog cannot be cleared. Remove the foreign object by removing the toilet to clear the clog. Since the work is outside the range, the requester (that is, user U) will bear the actual cost."

The information management unit 102 accumulates and manages the information acquired by the acquisition unit 101 .
Specifically, the information management unit 102 stores and manages user information among various information acquired by the acquisition unit 101 in the user DB 181 . In addition, the information management unit 102 stores and manages trouble information and original state restoration information among various kinds of information acquired by the acquisition unit 101 in the trouble DB 182 .

The presentation unit 103 presents the information managed by the information management unit 102 to an expert E who has specialized knowledge about housing troubles and possible damage caused by housing troubles.
Specifically, the presentation unit 103 presents the user information, the trouble information, and the original state restoration information managed by the information management unit 102 to the expert E. FIG.

In addition, the presentation unit 103 acquires advice information for supporting the user U by the expert E, which is generated based on the various information presented to the expert E, and presents it to the user U.
Specifically, for example, for a housing trouble such as "toilet clogging", advice that "the cost of the actual work incurred by the requester (that is, user U) may be covered by fire insurance." Information is presented to user U.

In addition, the presentation unit 103 generates damage necessary for claiming at least one of a predetermined insurance payment or a guarantee for damage caused by a housing trouble, or a damage caused by a housing trouble, generated based on the information acquired by the acquisition unit 101. Present reporting information.

In addition, the presentation unit 103 presents an estimate condition for the amount required to restore the housing trouble to its original state, which is generated based on the information acquired by the acquisition unit 101 .

The point management unit 104 gives a predetermined reward to the user U who has provided the information acquired by the acquisition unit 101 or the corresponding person.
Specifically, for example, when the user U cooperates in using the content of the housing trouble and its damage as a case, the point management unit 104 gives the user U the service points or partner points as a reward for the cooperation. do.
Further, for example, when the point management unit 104 provides various types of information necessary for claiming an insurance claim using a user-dedicated application, the point management unit 104 provides the user U with service points or partner points as a reward for simplifying operations. Give.

Although one embodiment of the present invention has been described above, the present invention is not limited to the above-described embodiment, and modifications, improvements, etc. within the range that can achieve the object of the present invention are included in the present invention. is.

For example, the method for each of the user U or the responder to use this service is not limited to using the user-dedicated application or the responder-dedicated application, and other methods such as the user terminal 2, the vendor terminal 3, or This service can also be used using the respective browser functions of the provider terminal 4 .

Further, for example, in the above-described embodiment, the user U and the corresponding person are mentioned as persons using the dedicated application, but the persons are not limited to this. Persons other than the user U and the respondent, that is, the insurance company Ea, the insurance agency Eb, the guarantee company Ec, and the housing company H, can also use this service using dedicated applications and browser functions.

Further, for example, in the above-described embodiment, when the user U etc. cooperates in using the content of the housing trouble and its damage as an example, the user U etc. is given the service points or partner points as a reward. be. However, this is only an example. The reward for the user U or the like may be, for example, cash or some kind of product.
In addition, even if the insurance money is not paid, it is possible to reward the user U for using this service.

Further, for example, in the above-described embodiment, when various types of information necessary for insurance claims are provided using a user-dedicated application or the like, as a reward for simplifying operations, this service point or partner points are given to the user U etc. However, this is only an example. The reward for the user U may be, for example, cash or some kind of product.

Moreover, according to the present invention, the user U who uses this service can enjoy the following merits.
That is, the user U can receive provision of a 24-hour emergency rush-to-help service (hereafter referred to as a "rush-to-call service"). Emergency services are available for first aid. Therefore, the user U can specifically enjoy the following merits.
For example, when a household trouble such as a plumbing problem occurs, the user U can call a call center and have it dealt with. In this case, the past handling history in the call center is referred to, and emergency measures can be taken by a cooperating company (for example, trouble handling company V). Then, the response history is stored in the server 1 as response information, and the information is notified to the service provider G, the trouble handling company V, etc. as a flash report.
Here, there is a case where the housing trouble cannot be solved by taking emergency measures, and parts replacement or special work is required, and the user U may bear the cost. In this case, the past correspondence information stored in the server 1 is referred to, and if there is a case in which the user U has incurred the cost burden and the insurance claim has been paid, based on that case, the user U follow up is done.
As a follow-up method for the user U, for example, a predetermined notification is given via a user-dedicated application, and the service provider G and the user U are contacted.
Here, the user U can provide the captured image data showing the specific situation of housing troubles and damages. In the past, it was necessary to attach captured image data to an e-mail or print and mail it. It can be uploaded to server 1.
To easily share the above-described captured image among the user U, the service provider G, the trouble handling company V, and the housing company H when the data of the above-described captured image is uploaded from the user U. will be able to As a result, the trouble of visiting the site of the housing trouble can be saved.

In addition, it is possible to deal with product incidental insurance (for example, compensation for injuries and personal liability compensation).
Also, a preferential service can be applied to the user U who uses this service via the website.

In addition, the user U can specifically enjoy the following benefits by using this service using the user-dedicated application.
That is, the user U can request the emergency service only by sending a predetermined message using the user-dedicated application.
In addition, the user U can request emergency services only by transmitting captured image data showing specific situations of housing troubles and damages using a user-dedicated application.
In addition, the user U uses a user-dedicated application and simply presses a predetermined call button (not shown) to receive a call from a call center for emergency services. As a result, the user U can easily inform the situation of the housing trouble and easily request the emergency service.
In addition, after requesting the emergency service, the user U can obtain information about the location of a person who performs emergency treatment (for example, the trouble handling company V) by using the GPS (Global Positioning System) function of the user-dedicated application. Thereby, the user U can confirm the expected arrival time while visually recognizing the movement status of the person who performs emergency treatment (for example, the trouble handling company V) on the map.
Furthermore, the user U can obtain information about a person who performs emergency treatment (for example, a trouble handling company V) using a user-dedicated application. Thereby, the user U can also check the past work results of the person who performed the emergency treatment and the evaluation (word of mouth, etc.) from the other users U, for example.
Also, the user U can make a video call with a call center for emergency services using a user-dedicated application. Thereby, the call center of the emergency service can instruct the user U on possible first-aid measures based on the projected image. Specifically, for example, it is possible to give instructions on how to open and close the main valve of the water supply. As a result, it is possible to improve the quality of emergency treatment by rush service.
In addition, the user U, who is the policyholder of the insurance company Ea, uses the GPS function of the user-dedicated application to a nearby person who performs first aid (for example, a trouble response company V) who is affiliated with the insurance company Ea. You can also request a rush service. In this case, the user U may primarily pay the cost to the person who performs the emergency treatment, and then the user U may request the insurance company Ea to pay the insurance money.
In addition, the user U, who is a policyholder of the insurance company Ea, can personally request a person (for example, a trouble handling company V) to perform emergency measures when a housing trouble occurs. In this case, the user U can also make a request for insurance payment to the insurance company Ea using a claim form dedicated to policyholders provided on a predetermined website or a user-dedicated application.

In addition, the user-dedicated application can be linked with a house (hereinafter referred to as a "smart home") having IoT (Internet of Things) equipment and home appliances.
As a result, the user U can also acquire information about the life of the smart home equipment and home appliances based on the information indicating the usage status of the smart home equipment and home appliances by using the user-dedicated application.
As a result, the user U can also be notified of the timing of inspection of smart home equipment and home appliances. Further, in this case, the user U registers in advance the contractor who performs the inspection work, so that information regarding the timing of inspection of smart home equipment and home appliances can be shared with the contractor who performs the inspection work. can.
In addition, the user U can also request an emergency service by simply pressing an "emergency call button" (not shown) installed in the user U's house without using a user-dedicated application.
In addition, the user U can also register in advance with this service facilities, home appliances, and the like that may cause housing troubles. In this case, according to this service, it is also possible to automatically generate data such as warranties for registered equipment and home appliances, and automatically transmit the generated data such as warranties to the user U. .

In addition, it is possible to provide a dialing service by a casualty insurance expert. As a result, when a housing trouble occurs, it is possible to refer to similar past cases accumulated in the server 1 simply by inputting the situation into a predetermined input form.
In addition, it is possible to register in the server 1 the content of the insurance contract including the content of insurance, the WEB certificate, and the like. As a result, the user U as an insurance policyholder can easily browse or check the specific compensation details of the insurance contracted by him/herself, the WEB certificate, etc., using the user-dedicated application.

Further, in addition to points as rewards in the above-described embodiment, it is also possible to provide points as a point service to users U who satisfy predetermined conditions.
Specifically, for example, conditions such as the first login to the user-dedicated application, the arrival of various anniversaries (such as birthdays, childbirth, the date of response to the handover of the house, etc.), and the opening of a predetermined notification are met. Points can be given to the user U who has The given points can also be exchanged for goods.
Moreover, it is also possible to commercialize it as a service menu of welfare service products for employees for corporations.
In addition, it is possible to set a dedicated point granting condition for each affiliated company of the service provider G so that, for example, dedicated points can be used in each affiliated company's market (for example, renovation, restaurant, various services, etc.). can also be

In addition, as a service related to this service, it is possible to provide a service of providing medical information by telephone (hereinafter referred to as a “medical guidance dial service”). As a result, the user can easily receive medical consultation over the phone when, for example, he or she is injured due to housing trouble.
In addition, by linking the GPS function of the user-dedicated application with the medical guidance dial service, guidance to hospitals and clinics can be facilitated.
In addition, the medical guidance dial service allows video calls to be made with a call center. As a result, it is possible to provide more appropriate and efficient consultation than voice call consultation. Also, at that time, a simple medical treatment can be performed. In addition, delivery of prescriptions or prescription drugs can be arranged.

Also, for example, the series of processes described above can be executed by hardware or by software.
Also, one functional block may be composed of hardware alone, software alone, or a combination thereof.

When a series of processes is to be executed by software, a program constituting the software is installed in a computer or the like from a network or a recording medium.
The computer may be a computer built into dedicated hardware.
Also, the computer may be a computer capable of executing various functions by installing various programs, such as a server, a general-purpose smart phone, or a personal computer.

A recording medium containing such a program not only consists of a removable medium (not shown) that is distributed separately from the main body of the device in order to provide the program to the user, but also is preinstalled in the main body of the device. It consists of a recording medium, etc. provided to the user.

In this specification, the steps of writing a program recorded on a recording medium are not necessarily processed chronologically according to the order, but may be executed in parallel or individually. It also includes the processing to be executed.
Further, in this specification, the term "system" means an overall device composed of a plurality of devices, a plurality of means, or the like.

In summary, the information processing apparatus (for example, the server 1 in FIG. 11) to which the present invention is applied only needs to have the following configuration, and can take various embodiments.
That is, the information processing apparatus to which the present invention is applied is
Acquisition means (for example, the acquisition unit 101 in FIG. 11) that acquires the first information (for example, the correspondence information in FIG. 2) including at least information on the housing trouble of the user (for example, the user U in FIG. 2) and the damage caused by the trouble )and,
a management means (for example, an information management unit 102 in FIG. 11) that accumulates and manages the first information acquired by the acquisition means;
Second information (e.g., response information) including at least the first information managed by the management means is presented to an expert (e.g., insurance agent Eb in FIG. 2) who has specialized knowledge about the trouble and the damage. a first presentation means (for example, the presentation unit 103 in FIG. 11),
Prepare.

As a result, the first information acquired by the acquisition means and managed by the management means is presented to the expert by the first presentation means. information can be easily obtained.

Further, third information (for example, advice information in FIG. 2) for supporting the user by the expert, which is generated based on the second information presented by the first presentation means, is acquired, and the third information A second presentation means (for example, the presentation unit 103 in FIG. 11) for presenting information to the user can be further provided.

As a result, since the second presentation means presents the third information to the user, even a policyholder who has almost no knowledge of insurance, guarantees, etc., can obtain appropriate insurance money and guarantees for damages, etc. Invoicing can be done easily.

Further, the first information can include captured image data indicating a specific situation of the trouble or the damage.

As a result, the expert can refer to the captured image data indicating the specific situation of the trouble or damage. As a result, the knowledgeable person can easily grasp the status of the trouble from the data of the captured image, so that appropriate and accurate information can be provided to the user.

In addition, presents fourth information (for example, damage report information in FIG. 2) that is generated based on the first information and is required for claiming at least one of a predetermined insurance money or guarantee for the trouble or the damage. A third presentation means (for example, the presentation unit 103 in FIG. 11) can be further provided.

As a result, the third presenting means presents the fourth information, making it possible to easily claim at least one of the predetermined insurance money or guarantee for trouble or damage.

Further, the present invention can further include a fourth presenting means (for example, the presenting unit 103 in FIG. 11) for presenting an estimate condition for the amount required to restore the trouble to its original state, which is generated based on the first information. .

As a result, the fourth presenting means presents the estimation conditions, so that it is possible to easily request the calculation of the estimated amount. As a result, it is possible to smoothly report the damage. In addition, since it is possible to prompt a person who is trustworthy for the user or a person who is responsible for the user's house to take action, it is possible to avoid construction troubles when restoring the house to its original state. .

Further, it is possible to further include provision means (for example, the point management unit 104 in FIG. 11) for giving a predetermined reward (for example, the main service points in FIG. 2) to the person who provided the first information.

As a result, since the providing means provides the user with the predetermined reward, it is possible to provide the predetermined reward to the user who cooperated in using the case of claiming the insurance money, for example. As a result, it can be expected that the number of available cases will increase. Furthermore, by receiving appropriate information on insurance, it is possible to disseminate to society that it is possible to receive insurance payments appropriately and reliably, so it is expected that the number of users will increase. As a result, it can be expected that the number of users who will be provided with appropriate and accurate information regarding insurance details will increase.

1: server, 2, 2-1 to 2-n: user terminal, 3: vendor terminal, 4: provider terminal, 5: insurance company terminal, 6: agency terminal, 7: guarantee company terminal, 8: housing Company terminal, 11: CPU, 12: ROM, 13: RAM, 14: bus, 15: input/output interface, 16: input unit, 17: output unit, 18: storage unit, 19: communication unit, 20: drive, 30: removable media, 101: acquisition unit, 102: information management unit, 103: presentation unit, 104: point management unit, 181: user DB, 182: trouble DB, P: system administrator, U, U1 to Un: user , V: trouble handling company, G: service provider, E: expert, Ea: insurance company, Eb: insurance agency, Ec: guarantee company, etc., H: housing company, etc., SS: step in service, N: network

Claims (1)

a server;
a user terminal operated by a user who has trouble with housing;
a responder terminal operated by a responder who receives a request from the user and responds to the trouble;
an expert terminal operated by an expert who has expert knowledge of the trouble and damage caused by the trouble ;
In an information processing system comprising
The responder terminal is
After the trouble related to the user's house has been dealt with by the responder, a first information containing at least information about the user, information about the trouble, and information about the damage is based on the operation of the responder. a first information generating means for generating information;
a first transmitting means for transmitting the first information generated by the first information generating means to the server;
with
The server is
a first acquisition means for receiving and acquiring the first information when the first information is transmitted from the responder terminal;
a second transmission means for transmitting the first information to the expert terminal;
Information about claims for insurance or guarantee against the user by the expert terminal, based on the first information transmitted by the second transmitting means, for supporting the user by the expert a second acquisition means for receiving and acquiring the second information when the information is generated as the second information and transmitted to the server;
a third transmission means for transmitting the second information acquired by the second acquisition means to the user terminal;
with
The expert terminal is
a third acquiring means for receiving and acquiring the first information when the first information is transmitted from the server;
a first presenting means for presenting the first information acquired by the third acquiring means to the expert;
second information generating means for generating the second information based on the operation of the expert to whom the first information is presented;
a fourth transmitting means for transmitting the second information generated by the second information generating means to the user terminal or the server;
with
The user terminal is
a fourth acquisition means for receiving and acquiring the second information when the second information is transmitted from the server or the expert terminal;
a second presenting means for presenting the second information acquired by the fourth acquiring means to the user;
comprising
Information processing system.

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