JP7522492B2 - Information processing device - Google Patents

Description

The present invention relates to an information processing device.

Conventionally, when a property insurance policyholder experiences some kind of damage due to a disaster or other cause to a facility such as his/her home, the policyholder has been able to claim for property insurance benefits.
However, when some damage actually occurs to the policyholder's home or the like, it is difficult for the policyholder to determine whether the damage is covered by the insurance.
In response to this, technology has been proposed to assist policyholders in making claims for damage insurance payments (see, for example, Patent Document 1).

JP 2017-045317 A

However, conventional technologies including the above-mentioned Patent Document 1 can only provide a judgment on whether or not a policyholder is eligible for non-life insurance payments based on information input by the policyholder regarding the insurance case. In addition, it is assumed that the policyholder has sufficient knowledge about non-life insurance to be able to input information about accidents to a certain extent.

The present invention was made in light of this situation, and aims to enable even policyholders with little knowledge of insurance and guarantees to easily make claims for appropriate insurance payments and guarantees for damages, etc.

In order to achieve the above object, an information processing device according to one aspect of the present invention comprises:
An acquisition means for acquiring first information including at least information regarding a trouble with a user's house and damage caused by the trouble;
a management means for accumulating and managing the first information acquired by the acquisition means;
a first presentation means for presenting second information including at least the first information managed by the management means to an expert having specialized knowledge about the trouble and the damage;
Equipped with.

The present invention makes it possible for even policyholders with little knowledge of insurance or guarantees to easily make claims for appropriate insurance payments or guarantees in response to losses, etc.

FIG. 1 is a diagram comparing the basic flow of a service that can be realized by an information processing system including a server according to an embodiment of the information processing device of the present invention with that of a conventional service. FIG. 2 is a diagram showing an overview of the service that is the basis of the present service shown in FIG. 1. FIG. 13 is a diagram showing an example of trouble information that can be provided by a user. FIG. 13 is a diagram showing an example of trouble information that can be provided by a responder; FIG. 13 is a diagram showing an outline of a loss report by an insurance agency. FIG. 13 is a diagram showing an outline of a loss report by an insurance agency. FIG. 13 is a diagram showing an outline of a loss report by an insurance agency. FIG. 1 is a diagram showing an overview of a point-granting service included in this service. 1 is a diagram showing a configuration of an information processing system including a server according to an embodiment of the information processing device of the present invention. 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. 11 is a functional block diagram showing a functional configuration for executing a housing trouble support process, among the functional configurations of the server in FIG. 10 .

The following describes an embodiment of the present invention with reference to the drawings.

First, with reference to Figures 1 to 9, an overview of the service (hereinafter referred to as "this service") to which the information processing system (see Figure 10 described later) to which the information processing device of the present invention is applied will be described.

Figure 1 is a diagram comparing the present service that can be realized by an information processing system including a server according to one embodiment of the information processing device of the present invention with conventional services.

This service is an example of a service provided by the service provider G. In this service, when some trouble such as water leakage, breakage, or malfunction (hereinafter referred to as "housing trouble") occurs in the house of a user U, or when damage occurs due to the housing trouble, support is provided for restoring the house to its original state.
In other words, this service is designed to help even policyholders who have little or no knowledge about insurance or guarantees to easily make claims for appropriate insurance payments or guarantees for their own losses.
Below, with reference to FIG. 1, a method for restoring a home to its original state when a user U experiences a problem in the home will be described, divided into a case in which a conventional method is used and a case in which this service is used.

When a problem occurs in the home, the user U, in any of the above cases, consults with a person who will be the contact point and requests repairs or the like depending on the situation (step SS1).
Here, the "responder" includes a specialist company V that can resolve the problem (hereinafter referred to as the "trouble-handling company V"), a service provider G that handles housing troubles as part of member services, etc. In addition, when the service provider G is the responder, it is common for the trouble-handling company V, etc., which is a contractor of the service provider G, to undertake repairs, etc.
Also, although not shown in the figure, if there is an entity that provides a service similar to this service (hereinafter referred to as a "similar service provider"), user U may request emergency measures, repairs, etc. from the similar service provider depending on the situation.

However, when using the conventional method, the user U often does not have sufficient knowledge about insurance and guarantees, even if the housing trouble and the damage caused by it are covered by home insurance (fire insurance, etc.). Therefore, it was not possible to make an appropriate claim for insurance or guarantee. As a result, there were many cases where the user U had to bear the cost of restoration to the original state that he or she should not have borne.
That is, when the conventional method was used, an environment was not prepared in which information that would be beneficial to the user U, such as insurance payment and free warranty, could be shared between the user U and the expert E who could provide the user U with the information. In other words, when the conventional method was used, a management system environment in which various information could be shared between the expert E and the user U, and a support system using the management system, etc. were not sufficiently prepared.
Here, "expert E" refers to a person who has specialized knowledge regarding insurance and guarantees, such as an insurance company Ea, an insurance agency Eb, a guarantee company or guarantee worker Ec (hereinafter referred to as "guarantee companies, etc. Ec"), etc.

In this way, when using conventional methods, user U was unable to share sufficient knowledge about insurance and guarantees with expert E.
As a result, user U was unable to properly exercise his/her rights even when housing troubles such as defects or damages caused by the housing troubles would have been covered by insurance or a guarantee.

In response to this, a user U who uses this service can easily share various information with an expert E either directly or through a trouble-handling company V, a service provider G, or a similar service provider (not shown).
Specifically, as shown in Fig. 1, a responder who receives a consultation or a request for repairs regarding a housing trouble presents information regarding the response (hereinafter referred to as "response information") to a system administrator P. The response information presented to the server 1 can include information regarding the user U (hereinafter referred to as "user information"), detailed information regarding the housing trouble (hereinafter referred to as "trouble information"), information regarding the work, parts, costs, etc. required to restore the home to its original state (hereinafter referred to as "restoration information"), etc. The system administrator P, who has received the response information, stores and accumulates the response information in the server 1 (step SS2).

The response information accumulated in the server 1 is presented to the expert E. This allows the response information to be shared (step SS3).
Based on the presented response information and his/her own professional knowledge, the expert E creates information regarding advice on insurance and guarantees (hereinafter referred to as "advice information") and provides it to the user U. In this way, the expert E provides support to the user U (step SS4).
The user U who receives the advice information can appropriately assert his/her rights regarding insurance or guarantee. In other words, even if the user U does not have specialized knowledge about insurance or guarantee, he/she can appropriately assert his/her rights regarding insurance or guarantee by referring to the advice information provided by the expert E.

If the housing trouble involves a malfunction of equipment or fixtures, user U can appropriately assert his/her right to warranty service based on the advice information provided in order to restore the property to its original condition through repairs, replacement, etc. (step SS5).
In addition, if user U experiences a problem in his/her home that results in damage, user U can appropriately assert his/her rights regarding the insurance money based on the advice information in order to restore the situation to its original state using the insurance money that he/she may obtain (step SS6).
This allows the user U, even if he or she is a contract holder with little or no knowledge about insurance, guarantees, etc., to easily make claims for appropriate insurance payments and guarantees for his or her own housing troubles.

In summary, this service improves upon the current situation that commonly exists in society, enabling insurance policyholders or guarantee policyholders (e.g., user U in Figure 1) to receive insurance payments and guarantee services appropriately and reliably. From the perspective of protecting personal information, the information of user U presented to expert E can be limited to information about user U for whom prior consent to the provision of personal information has been obtained. Consent to the provision of personal information can be obtained at any time, such as when the response information is accepted, when the response is actually taken, or when registration is made for this service.

Figure 2 shows an overview of the service that forms the basis of the service shown in Figure 1.

When a user U experiences a problem with his/her home, the user U makes a request to a person in charge of the problem for consultation or repair (step SS1).
When the responder receives a consultation or a request for repairs regarding a housing trouble from the user U, the responder presents the response information to the system administrator P. The system administrator P stores and accumulates the presented response information in the server 1 (step SS2).
The response information accumulated in the server 1 is presented to the expert E, so that the response information is shared (step SS3).
The expert E provides support to the user U by providing advice information to the user U based on the presented response information (step SS4).

That is, in this service, the response information accumulated in the server 1 is shared with the expert E. The expert E provides the user U with advice information including a plan to prevent oversight of insurance or warranty claims based on the response information accumulated in the server 1 and his/her own professional knowledge.
Specifically, when there is a possibility that the user U may be insured or guaranteed, the expert E can check the situation by directly contacting the user U even if the user U does not consult with him/her. The expert E then provides appropriate advice information to the user U. In this way, the expert E can protect the interests and rights of the user U as the insurance or guarantee contract holder.

Specifically, for example, consider a case where a user U experiences a home trouble in the form of a clogged toilet. In this case, the person handling the home trouble (for example, service provider G) presents response information to the system administrator P. For example, a repair report such as "The clog was not cleared even after low-pressure pump work was performed. The clog was cleared by removing the toilet and removing the foreign object. Note that as this work is outside the scope of the home trouble response service, the client (i.e. user U) is responsible for the actual cost" is presented to the system administrator P as response information.
The system administrator P stores and accumulates the presented response information in the server 1, and presents it to the expert E. In this way, the response information is shared.
The expert E provides the user U with advice information based on the presented response information and his/her own professional knowledge, thereby supporting the user U. In this case, if the expert E determines from the repair report included in the response information that there is a possibility that the repair may be covered by fire insurance, the expert E provides the user U with the following advice information: That is, the expert E provides the user U with advice information that the cost of the work that was actually paid by the client (i.e., the user U) may be covered by fire insurance.
This allows the user U to easily file an insurance claim based on the advice information provided by the expert E.

This service can also be made available by utilizing dedicated application software (hereinafter referred to as a "user-dedicated app") that is pre-installed on the user U's user terminal 2.
Specifically, the user U operates the user terminal 2 to access an app store (not shown) that allows downloading of user-specific apps to the user terminal 2, and downloads the user-specific apps. This allows the user U to use the service by operating the user terminal 2.

That is, with this service, the user U can use a user-specific app to make requests for consultation, repairs, etc. to a person who handles housing problems.
This allows the user U to smoothly use the user-specific app to consult with the responder or request repairs, etc., even if the user U does not know the contact information (e.g., phone number or email address) of the responder. As a result, the original state can be restored more quickly than with conventional methods.

In addition, in this service, there are no particular limitations on the specific method by which the expert E provides the advice information to the user U. For example, the expert E may provide the advice information to the user U directly via a communication tool such as email, SNS (Social Networking Service), or telephone, or the advice information may be provided indirectly via the server 1.

That is, in this service, an expert E can provide advice information to a user U via the server 1 regarding the response information accumulated in the server 1 .
This allows the user U to obtain advice information provided by the expert E via the server 1 using a user-specific app.

In this service, the user U can use a user-specific app to store captured image data showing the specific circumstances of housing troubles and damages as trouble information in the server 1.

Figure 3 shows an example of trouble information that can be provided by a user.

As shown in FIG. 3, in this service, the user U can take images of the location where a housing trouble has occurred and the state of the damage, and store the captured image data in the server 1 as trouble information.
This allows the expert E to easily grasp the status of the housing trouble by checking 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.

With this service, a user U can use a user-specific app to provide image data showing specific conditions of housing troubles and damage caused by housing troubles to an expert E as trouble information.
Here, the timing when the user U provides the captured image data as the trouble information to the expert E is not limited to a certain time. For example, the timing may be before the expert E provides the advice information, or after the expert E provides the advice information.
In this way, the user U can directly provide the expert E with captured image data as trouble information, and can receive appropriate and accurate advice information.
In addition, after the first piece of advice information is provided by the expert E, the user U can provide the expert E with the data of the above-mentioned captured image in order to receive a second piece of advice information that will be even more appropriate and accurate.

Figure 4 shows an example of trouble information that can be provided by a responder.

This service can also be made available by utilizing dedicated application software (hereinafter referred to as the "responder-only app") that is pre-installed on each of the trouble-response company V's company terminal 3 and the service provider G's provider terminal 4.
Specifically, each of the trouble-handling company V and the service provider G operates the company terminal 3 and the provider terminal 4, respectively, to access an app store (not shown) that enables downloading of a responder-specific app to each of the company terminal 3 and the provider terminal 4, and downloads the responder-specific app.
This allows the trouble handling company V and the service provider G to use this service by operating the company terminal 3 and the provider terminal 4, respectively.

As shown in Fig. 4, in this service, when a consultation or report is made to Expert E about a housing trouble or damage by some method, the responder can use a responder-dedicated app to provide Expert E with trouble information including the captured image data as response information. Here, Expert E may inform the responder that the captured image data can be automatically sent as one function of the responder-dedicated app.
This allows the expert E to easily grasp the situation of the housing trouble by checking the provided captured image data, which enables the expert E to provide appropriate and accurate advice information.

As shown in FIG. 4, in this service, the guarantor company Ec can accept support for the guarantee of the user U based on the correspondence information accumulated in the server 1.
This allows the guarantee company Ec to know the details of the defect in advance based on the response information accumulated in the server 1, and therefore makes it possible to respond after making preparations to provide support for the guarantee.
As a result, the guarantor company Ec can reduce the time and financial costs associated with warranty support, thereby enabling smooth and efficient warranty support.
The preparations that the guarantee company Ec needs to make in order to provide support for the guarantee include providing information to subcontractors, repair companies such as manufacturers (e.g., trouble-handling company V), etc.

Figures 5 to 7 show an overview of damage reports by insurance agents.

As shown in FIG. 5, in this service, insurance agent Eb reports damage to insurance company Ea based on trouble information and restoration information provided by user U, or response information stored in server 1.

Specifically, for example, consider a case in which user U experiences a home trouble in which the child of user U, engrossed in playing a game, loses control of the game and accidentally hits the game controller against a window, breaking the window.
In this case, a person who deals with the housing trouble (for example, trouble-solving company V) presents the response information to the system administrator P. The response information presented to the system administrator P includes, for example, a repair report such as "As a first aid measure, the broken glass was removed and the window was repaired."
The system manager P stores the presented response information in the server 1 and also presents it to the insurance agent Eb, thereby making the response information available to the insurance agent Eb.
The insurance agent Eb provides the user U with advice information based on the presented response information and its own expert knowledge, thereby supporting the user U. In this case, if the insurance agent Eb determines from the repair report included in the response information that there is a possibility that the problem may be covered by fire insurance or that there may be compensation for damage, stains, etc., the insurance agent Eb provides the following advice information to the user U. That is, the insurance agent Eb provides the user U with advice information that the home trouble (broken window glass) may be covered by fire insurance.
The user U, who has been provided with the advice information, uses a user-specific app to capture images of the home trouble (broken window glass) and the specific circumstances of the damage, in accordance with the provided advice information. The user U then provides the data of the captured images to the insurance agency Eb as trouble information, and provides information on the estimated cost required to restore the home trouble (broken window glass) to the insurance agency Eb as restoration information.
The insurance agency Eb reports the damage of the user U to the insurance company Ea. Specifically, information regarding the damage report (hereinafter referred to as "damage report information") is presented from the agency terminal 6 to the insurance company terminal 5. The damage report information can include trouble information (captured image data) and restoration information provided by the user U, as well as user information and response information accumulated in the server 1.
This allows the insurance company Ea to easily obtain information for determining whether or not the damage caused to the user U by the home trouble (broken window glass) is covered by the insurance.
As a result, the user U can quickly restore the home trouble (broken window glass) to its original state.

As described above, in this service, the insurance agent Eb reports the damage of the user U to the insurance company Ea. Specifically, damage report information is presented from the agent terminal 6 to the insurance company terminal 5. The damage report information is generated based on the trouble information (captured image data) and restoration information provided by the user U, and the user information and response information accumulated in the server 1.
Here, a person H (hereinafter referred to as "housing company, etc. H") who has a relationship with user U's house, such as a person who sold or built a house to user U, or a person who renovated user U's house, may be using this service.
In this case, the housing company H can be said to be a trustworthy party to the user U and to be responsible for the house of the user U. Therefore, the insurance agent Eb can request from the housing company H an estimate of the amount required to restore the house trouble to its original state.
Specifically, the insurance agent Eb operates the agent terminal 6 to present conditions (hereinafter referred to as "estimate conditions") for calculating an estimate of the amount required to restore the housing trouble to its original state to the housing company H. This allows the insurance agent Eb to request the housing company H to calculate the estimate amount.
When the housing company H is presented with the quotation conditions and is requested to calculate the quotation amount, it operates the housing company terminal 8 to present the quotation result (estimated amount) to the insurance agent Eb.
The insurance agent Eb submits the estimate results (estimated amounts) submitted by the housing company H to the insurance company Ea as damage report information.
This allows the insurance agent Eb to smoothly report the damage to the insurance company Ea. It also allows the insurance agent Eb to prompt a response from the housing company H, which is a person the user U can trust or a person responsible for the user U's house.
As a result, construction problems can be avoided when restoring a home to its original condition.

As shown in FIG. 6, in this service, insurance agent Eb submits a damage report to insurance company Ea based on information learned from consultations or reports from responders and response information stored in server 1.
Specifically, damage report information is presented from the agent terminal 6 to the insurance company terminal 5 .
Here, the insurance agent Eb can request an estimate of the amount required to restore the housing trouble to its original state from the housing company H, similar to the example of FIG.
When the housing company H is presented with the quotation conditions and is requested to calculate the quotation amount, it operates the housing company terminal 8 to present the quotation result (estimated amount) to the insurance agent Eb.
The insurance agent Eb submits the estimate results (estimated amounts) submitted by the housing company H to the insurance company Ea as damage report information.
This allows the insurance agent Eb to smoothly report the damage to the insurance company Ea. It also allows the insurance agent Eb to prompt a response from the housing company H, which is a person the user U can trust or a person responsible for the user U's house.
As a result, construction problems can be avoided when restoring a home to its original condition.

As shown in Figure 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 a report, the damage report information is automatically sent from the server 1 to the insurance company terminal 5.
This enables the insurance agency Eb to quickly and smoothly report damages to the insurance company Ea and file insurance claims, which are otherwise time-consuming.
That is, (1) captured image data showing the specific conditions of housing troubles and damages (trouble information), (2) information on the estimated cost required for restoration to the original state (restoration information), and (3) user information and response information are stored in the server 1. Then, when the insurance agent Eb decides to send a report, the damage report information is automatically sent from the server 1 to the insurance company terminal 5.

7, a housing company H may use this service. The housing company H is a person that the user U can trust, and can be said to be responsible for the house of the user U. For this reason, the insurance agency Eb can request the housing company H to provide an estimate of the amount required to restore the house to its original state.
Specifically, the insurance agent Eb operates the agent terminal 6 to present the housing company H with estimate conditions for the amount required to restore the housing trouble to its original state. In this way, the insurance agent Eb requests the housing company H to calculate the estimate amount.
The housing company H, which has received a request to calculate an estimate, calculates the estimate based on the presented estimate conditions. At this time, the housing company H can refer to the above-mentioned (1) information stored in the server 1, i.e., the captured image data (trouble information) showing the specific conditions of the housing trouble and damage. This allows the housing company H to calculate the estimate without conducting an on-site investigation of the housing trouble. After calculating the estimate, the housing company H operates the housing company terminal 8 to present the estimate result (estimated amount) to the insurance agent Eb.
The insurance agent Eb presents the estimate results (estimated amounts) presented by the housing company H to the insurance company Ea as a report of damage to the insurance company Ea.
This enables the insurance agent Eb to smoothly carry out the time-consuming process of reporting damages and claiming insurance money to the insurance company Ea.
In addition, it is possible to encourage a response from a housing company H, which is a person that the user U can trust or a person that should be responsible for the house of the user U. As a result, it is possible to avoid troubles during construction work when restoring the house to its original state.

Figure 8 shows an overview of the points-granting service included in this service.

As shown in Figure 8, in this service, if a user U claims insurance money using a user-specific app and the insurance money is actually paid, the details of the housing trouble and the damage may be used as a case study by insurance company Ea, etc.
In this case, the user U is treated as a person who cooperated with the survey of the insurance company Ea or the insurance agency Eb. The user U is then given points (hereinafter referred to as "the service points") that can be used in a user-dedicated app or a dedicated website as a reward.
In addition, when the service points are awarded to user U as a reward, points provided by a specified point service that is already affiliated with system administrator P (hereinafter referred to as "affiliated points") can also be awarded to user U.
In this way, since the contents of the insurance claim made by the user U using the user-specific app can be used as a case example, the insurance company Ea or the insurance agency Eb can collect and announce such cases. In addition, a predetermined reward is given to the user U who cooperates in using the case example, so that the number of collected cases is expected to increase.
This will spread the idea to society that by receiving appropriate information about insurance, insurance payments can be made appropriately and reliably. As a result, it is expected that the number of users of this service will increase, and therefore the number of people (i.e., users U) who can receive appropriate and accurate information about insurance contents will also increase.

As described above, in this service, the insurance agent Eb reports the damage of the user U to the insurance company Ea. Specifically, damage report information is presented from the agent terminal 6 to the insurance company terminal 5. The damage report information can include trouble information (e.g., captured image data) provided by the user U and response information provided by the responder. Therefore, the insurance company Ea can easily obtain information for determining whether the damage of the user U caused by a home trouble (e.g., broken window glass) is covered by insurance.
That is, for example, when a user U provides various information required for insurance claims using a user-specific app, the insurance company Ea or the insurance agency Eb can simplify the work involved in insurance claims.
For this reason, in this service, the user U and the responder are each given service points as a reward for providing information using the user-specific app and the responder-specific app, respectively.
In addition, when the service points are awarded as a reward to the user U, etc., the partner points can also be awarded to the user U.
This is expected to encourage the user U and the responder to provide information by using the user-specific application and the responder-specific application, respectively. In addition, the insurance company Ea or the insurance agency Eb can simplify the complicated insurance claim process.

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 an information processing device of the present invention, will be described with reference to FIG.
FIG. 9 is a diagram showing a configuration of an information processing system including a server according to an embodiment of the information processing device of the present invention.

The information processing system shown in Figure 9 is configured to include a server 1, user terminals 2-1 to 2-n (n is an integer value greater than or equal to 1), a contractor terminal 3, a provider terminal 4, an insurance company terminal 5, an agency terminal 6, a guarantor company terminal 7, and a housing company terminal 8.
The server 1, user terminals 2-1 to 2-n, trader terminal 3, provider terminal 4, insurance company terminal 5, agency terminal 6, guarantor company terminal 7, and housing company terminal 8 are each connected to each other via a predetermined network N such as the Internet.

The server 1 is managed by a system administrator P, and executes various processes to realize this service while communicating appropriately with user terminals 2-1 to 2-n, trader terminals 3, provider terminals 4, insurance company terminals 5, agency terminals 6, guarantor company terminals 7, and housing company terminals 8.

The user terminals 2-1 to 2-n are information processing devices operated by the users U1 to Un, respectively, and are configured, for example, as personal computers, smartphones, tablets, and the like.
In addition, when it is not necessary to distinguish between the users U1 to Un, they will be collectively referred to as "user U." In addition, when it is not necessary to distinguish between the user terminals 2-1 to 2-n, they will be collectively referred to as "user terminal 2."

The company terminal 3 is an information processing device operated by the trouble-handling company V, and is composed of, for example, a personal computer, a smartphone, a tablet, etc.

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 smartphone, a tablet, etc.

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 smartphone, a tablet, etc.

The agency terminal 6 is an information processing device operated by the insurance agency Eb, and is composed of, for example, a personal computer, a smartphone, a tablet, etc.

The guarantor company terminal 7 is an information processing device operated by the guarantor company Ec, and is configured, for example, as a personal computer, smartphone, tablet, etc.

The housing company terminal 8 is an information processing device operated by the housing company H, and is, for example, a personal computer, a smartphone, a tablet, etc.

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

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 unit 16, an output unit 17, a memory unit 18, a communication unit 19, and a drive 20.

The CPU 11 executes various processes according to a program recorded in the ROM 12 or a program loaded from the storage unit 18 to the RAM 13 .
The RAM 13 also stores data and the like 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 memory unit 18, a communication unit 19, and a drive 20 are connected to the input/output interface 15.

The input unit 16 is configured with, for example, a keyboard, and outputs various information.
The output unit 17 is configured with 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 configured with a dynamic random access memory (DRAM) or the like, and stores various data.
The communication unit 19 communicates with other devices (such as the user terminal 2 and the provider terminal 3 in FIG. 9) via a network N including the Internet.

Removable media 30, such as a magnetic disk, an optical disk, a magneto-optical disk, or a semiconductor memory, is appropriately loaded into the drive 20. Programs read from the removable media 30 by the drive 20 are installed in the storage unit 18 as necessary.
Further, the removable medium 30 can 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, trader terminal 3, provider terminal 4, insurance company terminal 5, agency terminal 6, guarantor company terminal 7, and housing company terminal 8 in FIG. 9 can also have a configuration basically similar to the hardware configuration shown in FIG. 10. Therefore, a description of the hardware configuration of the user terminal 2, trader terminal 3, provider terminal 4, insurance company terminal 5, agency terminal 6, guarantor company terminal 7, and housing company terminal 8 will be omitted.

10 , various processes including the housing trouble support process can be executed in the server 1. As a result, the service provider G can provide the above-mentioned service to the user U.
"Housing trouble support processing" refers to the processing carried out in order to provide the Service described above.
The following describes the functional configuration for executing the housing trouble support process executed in the server 1.

Figure 11 is a functional block diagram showing the functional configuration of the server in Figure 10 for executing housing trouble support processing.

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

The acquisition unit 101 acquires information including at least information regarding trouble with the user's home and damage caused by the trouble.
Specifically, the acquiring unit 101 acquires information including at least user information, trouble information, and restoration information.
For example, in the case of a clogged toilet as a housing trouble, the acquisition unit 101 acquires information including a repair report such as, "The clog was not cleared even after a low-pressure pump was used. The clog was cleared by removing the toilet bowl and removing the foreign object. Note that as this work is outside the scope of the housing trouble response service, the client (i.e., user U) is responsible for 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 the various pieces of information acquired by the acquisition unit 101, in a user DB 181. In addition, the information management unit 102 stores and manages trouble information and restoration information, among the various pieces of information acquired by the acquisition unit 101, in a 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 damage that may result from housing troubles.
Specifically, the presentation unit 103 presents to the expert E the user information, the trouble information, and the restoration information managed by the information management unit 102 .

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 this to the user U.
Specifically, for example, in response to a home trouble such as a clogged toilet, advice information is presented to user U stating that "the cost of the work carried out at the client's (i.e. user U's) actual expense may be covered by fire insurance."

The presentation unit 103 also presents damage report information that is generated based on the information acquired by the acquisition unit 101 and is necessary for claiming at least one of a specified insurance payment or guarantee for the housing trouble or damage caused by the housing trouble.

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

The point management unit 104 provides a predetermined reward to the user U or the person who provided the information acquired by the acquisition unit 101.
Specifically, for example, if user U cooperates in using the details of a housing trouble and the resulting damage as a case study, the point management unit 104 will grant this service point or partner point to user U as a reward.
Also, for example, when various information required for insurance claims is provided using a user-specific app, the point management unit 104 grants the user U this service points or partner points as a reward for simplifying the process.

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

For example, the method by which the user U or the responder uses this service is not limited to using a user-specific app or a responder-specific app, respectively, and the service can also be used by using, for example, the browser function of the user terminal 2, the business terminal 3, or the provider terminal 4, respectively.

For example, in the above embodiment, the user U and the person in charge are listed as users of the dedicated app, but this is not limiting. Persons other than the user U and the person in charge, i.e., the insurance company Ea, the insurance agency Eb, the guarantee company Ec, and the housing company H, can also use this service by using the dedicated app or browser function.

Also, for example, in the above embodiment, if the user U cooperates in using the details of the housing trouble and the damage as a case study, the user U is given this service points or partner points as a reward. However, this is merely an example. The reward given to the user U may be, for example, cash or some kind of product.
Furthermore, even if the insurance money is not paid, a reward can be given to the user U who used this service.

For example, in the above-described embodiment, when the various information required for insurance claims is provided using a user-specific app or the like, the service points or partner points are given to the user U, etc. as a reward for simplifying the process. However, this is merely an example. The reward given to the user U may be, for example, cash or some kind of product, etc.

Furthermore, according to the present invention, a user U who uses this service can enjoy the following benefits.
That is, the user U can receive a 24-hour emergency response and assistance service (hereinafter, referred to as the "response service"). The response service covers first aid. Therefore, the user U can enjoy the following specific benefits.
For example, when a problem occurs in a home such as a plumbing problem, the user U can call the call center to have it dealt with. In this case, the past response history at the call center is referenced, and emergency measures can be taken by a cooperating company (e.g., trouble-handling company V). Then, the response history is stored in the server 1 as response information, and the information is notified as breaking news to the service provider G, the trouble-handling company V, etc.
Here, there may be cases where the housing trouble is not resolved by emergency measures and parts replacement or special work becomes necessary, resulting in a financial burden on the user U. In such cases, past response information stored in the server 1 is referenced, and if there is a case in which the user U incurred a financial burden and an insurance payment was made, a follow-up is performed on the user U based on that case.
As a method of following up with the user U, for example, a predetermined notification is sent via a user-specific app, and contact is established between the service provider G and the user U.
Here, the user U can provide captured image data showing the specific conditions of the housing trouble or damage, etc. Conventionally, it was necessary to attach the captured image data to an email or print and mail it, but with this service, the user U can easily upload the captured image data to the server 1 using a user-specific app.
When the user U uploads the above-mentioned captured image data, the above-mentioned captured image can be easily shared among the user U, the service provider G, the trouble response company V, and the housing company or the like H. As a result, it is possible to save the trouble of visiting the site of the housing trouble.

It is also possible to handle product-related insurance (for example, compensation for injuries and personal liability coverage).
In addition, preferential services can be applied to users U who use this service via the website.

In addition, by using this service with a user-specific app, the user U can enjoy the following specific benefits.
That is, the user U can request an on-call service simply by sending a predetermined message using a user-specific application.
In addition, the user U can request an on-site service simply by using a user-specific app to send captured image data showing the specific circumstances of the home trouble or damage.
In addition, the user U can receive a call from the call center of the emergency response service by simply pressing a predetermined call button (not shown) using the user-specific app. This allows the user U to easily communicate the status of the home trouble and easily request the emergency response service.
In addition, after requesting the on-call service, the user U can obtain information on the location of the first aid provider (e.g., the trouble-handling company V) using a GPS (Global Positioning System) function of the user-dedicated app. This allows the user U to check the estimated arrival time while visually checking the movement status of the first aid provider (e.g., the trouble-handling company V) on a map.
Furthermore, the user U can obtain information about a first aid provider (e.g., a trouble-handling company V) using the user-specific app. This allows the user U to check, for example, the past work performance of the first aid provider and evaluations (word of mouth, etc.) from other users U.
In addition, the user U can also use the user-specific app to make a video call with the call center of the emergency response service. This allows the call center of the emergency response service to instruct the user U on emergency treatment based on the displayed image. Specifically, for example, the call center can instruct the user U on how to open and close the water main valve. As a result, the quality of emergency treatment provided by the emergency response service can be improved.
In addition, the user U who is a policyholder of the insurance company Ea can use the GPS function of the user-specific app to request a rush service from a nearby first aid provider (e.g., a trouble-handling company V) that is affiliated with the insurance company Ea. In this case, the user U may make a primary payment for the expenses of the first aid provider, and then claim the insurance payment from the insurance company Ea.
Furthermore, the user U, who is a policyholder of the insurance company Ea, can request a first aider (e.g., a trouble-handling company V) by himself/herself when a problem occurs in the house. In this case, the user U can request payment of the insurance money from the insurance company Ea using a claim form for policyholders provided on a specific website or a user-only app.

In addition, the user-specific app can be linked to a home having IoT (Internet of Things)-enabled facilities and home appliances (hereinafter referred to as a "smart home").
As a result, user U can use the user-specific app to obtain information regarding the lifespan of equipment and home appliances in the smart home based on information indicating the usage status of the equipment and home appliances.
As a result, the user U can receive notifications about the timing of inspections of the equipment and home appliances in the smart home, etc. In this case, the user U can share information about the timing of inspections of the equipment and home appliances in the smart home, etc. with the inspection company by registering the inspection company in advance.
In addition, the user U can request a dispatch service without using a user-specific app, for example, by simply pressing an "emergency dispatch button" (not shown) installed in the user U's home.
In addition, the user U can register in advance with the service any equipment or home appliances that may cause home trouble. In this case, the service can automatically generate data such as a warranty for the registered equipment or home appliance, and automatically transmit the generated data such as a warranty to the user U.

In addition, a dial-in service with a non-life insurance expert can be provided. This allows the user to refer to similar past cases accumulated in the server 1 when a problem occurs in the home by simply inputting the situation into a specified input form.
In addition, the contents of the insurance contract including the coverage, the web policy, etc. can be registered in the server 1. This allows the user U as the insurance policyholder to easily view and confirm the specific coverage details of the insurance he or she has contracted, the web policy, etc., by using the user-dedicated app.

In addition to the reward points in the above-described embodiment, points can also be given as a point service to users U who satisfy certain conditions.
Specifically, for example, points can be given to a user U who meets certain conditions, such as when logging in to a user-specific app for the first time, when various anniversaries (such as birthdays, births, and days to respond to the date of house handover), when a certain notice is opened, etc. The given points can also be exchanged for products.
It can also be commercialized as a service menu for employee welfare services for corporate companies.
In addition, it is possible to set special point allocation conditions for each affiliated company of the service provider G, so that special points can be used in each of the affiliated companies' respective markets (e.g., renovations, restaurants, various services, etc.).

In addition, as a service related to this service, a service that provides medical information by telephone (hereinafter referred to as the "medical information dial-up service") can be provided. This allows users to easily receive medical advice by telephone, for example, when they are injured due to a problem at home.
In addition, by linking the GPS function of the user-specific app with a medical information dial-up service, it is possible to facilitate guidance to hospitals and clinics.
In addition, the medical information dial-in service allows you to make a video call with the call center. This allows you to have a more appropriate and efficient consultation than a voice call. You can also perform simple medical treatment at that time. You can also arrange for the delivery of prescriptions or prescription drugs.

Furthermore, for example, the above-described series of processes can be executed by hardware or software.
Furthermore, one functional block may be configured as a single piece of hardware, a single piece of software, or a combination of both.

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

Recording media containing such programs may consist not only of removable media (not shown) that are distributed separately from the device body in order to provide the program to the user, but also of recording media provided to the user in a state where it is already installed in the device body.

In this specification, the steps of describing a program to be recorded on a recording medium include not only processes that are performed chronologically according to the order, but also processes that are not necessarily performed chronologically but are executed in parallel or individually.
In addition, in this specification, the term "system" refers to an overall device that is composed of a plurality of devices, a plurality of means, etc.

In summary, an information processing device to which the present invention is applied (for example, the server 1 in FIG. 11) may have the following configuration, and may take various forms.
That is, the information processing device to which the present invention is applied is
An acquisition means (e.g., an acquisition unit 101 in FIG. 11 ) that acquires first information (e.g., the corresponding information in FIG. 2 ) including at least information regarding a trouble related to a user's (e.g., user U in FIG. 2 ) home and damage caused by the trouble;
A management unit (e.g., the information management unit 102 in FIG. 11 ) that accumulates and manages the first information acquired by the acquisition unit;
A first presentation means (e.g., the presentation unit 103 in FIG. 11 ) that presents second information (e.g., response information) including at least the first information managed by the management means to an expert (e.g., the insurance agent Eb in FIG. 2 ) having specialized knowledge regarding the trouble and the damage;
Equipped with.

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, so that the expert can easily acquire the information necessary to assist the user who is trying to resolve a problem related to the home.

The device may further include a second presentation means (e.g., presentation unit 103 in FIG. 11) that acquires third information (e.g., advice information in FIG. 2) for assisting the user by the expert, which is generated based on the second information presented by the first presentation means, and presents the third information to the user.

As a result, the second presentation means presents the third information to the user, so that even a policyholder with little knowledge about insurance, guarantees, etc. can easily make a claim for appropriate insurance money or guarantee for damages, etc.

The first information may also include captured image data showing the specific circumstances of the trouble or damage.

This allows the expert to refer to the captured image data that shows the specific circumstances of the trouble or damage. As a result, the expert can easily grasp the circumstances of the trouble from the captured image data, making it possible to provide the user with appropriate and accurate information.

The system may further include a third presentation means (e.g., the presentation unit 103 in FIG. 11) that presents fourth information (e.g., the damage report information in FIG. 2) that is generated based on the first information and is necessary for claiming at least one of a specified insurance payment or guarantee for the trouble or the damage.

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

The system may further include a fourth presentation means (e.g., presentation unit 103 in FIG. 11) that presents estimated conditions for the amount required to restore the trouble to its original state, generated based on the first information.

As a result, the fourth presentation means presents the estimate conditions, making it possible to easily request the calculation of an estimate. As a result, it becomes possible to smoothly report damage. In addition, it becomes possible to encourage a response from a person the user can trust or a person responsible for the user's home, making it possible to avoid construction problems occurring when restoring the home to its original state.

The system may further include a reward means (e.g., the points management unit 104 in FIG. 11) for rewarding a person who provides the first information with a predetermined reward (e.g., the service points in FIG. 2).

As a result, since the providing means provides a predetermined reward to the user, it is possible to provide a predetermined reward to a user who cooperates in using a case of claiming insurance, for example. As a result, it is expected that the number of available cases will increase. Furthermore, it is possible to spread the word in society that by being provided with appropriate information about insurance, insurance payments can be made appropriately and reliably, so it is expected that the number of users will increase. As a result, it is expected that an increase in users will be provided with appropriate and accurate information about insurance contents.

1: Server, 2, 2-1 to 2-n: User terminal, 3: Business terminal, 4: Provider terminal, 5: Insurance company terminal, 6: Agent terminal, 7: Guarantor 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: Points 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 agent, Ec: Guarantor company, H: Housing company, SS: Step in service, N: Network

Claims (5)

An acquisition means for acquiring first information including at least information regarding a trouble with a user's house and damage caused by the trouble;
a management means for accumulating and managing the first information acquired by the acquisition means;
an incentive granting means for granting a predetermined incentive to the user on condition that a claim for a predetermined insurance payment for the trouble or the damage specified by the first information has been made and the insurance payment has actually been paid, and then details of the trouble or the damage have been provided to a predetermined insurance company or a predetermined insurance agency;
An information processing device comprising: The acquisition means includes:
acquiring, as the first information, information input by the user to a predetermined application software related to a house that is installed on the terminal of the user, or to a predetermined web page related to a house;
The incentive granting means includes:
providing first points usable on the application software or the web page as the incentive;
The information processing device according to claim 1 . The incentive granting means further comprises:
providing, as the incentive, a predetermined second point associated with the provider of the application software or the administrator of the web page;
The information processing device according to claim 2 . An information processing method executed by an information processing device,
An acquisition step of acquiring first information including at least information regarding a trouble related to the user's house and damage caused by the trouble;
a management step of accumulating and managing the first information acquired in the acquisition step;
an incentive granting step of granting a predetermined incentive to the user on condition that a predetermined insurance claim for the trouble or the damage specified by the first information has been filed, the insurance claim has been actually paid, and the details of the trouble or the damage have been provided to a predetermined insurance company or a predetermined insurance agency;
An information processing method comprising: On the computer,
An acquisition step of acquiring first information including at least information regarding a trouble related to the user's house and damage caused by the trouble;
a management step of accumulating and managing the first information acquired in the acquisition step;
an incentive granting step of granting a predetermined incentive to the user on condition that a predetermined insurance claim for the trouble or the damage specified by the first information has been filed, the insurance claim has been actually paid, and the details of the trouble or the damage have been provided to a predetermined insurance company or a predetermined insurance agency;
A program that executes control processing including:

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