The psychology of users buying insurance is to seek peace of mind for future risks, and generally do not expect to settle claims by themselves. However, once there is an accident, the user's demand for successful claims will be very strong.
The process of online claims settlement can be simply summarized as: report, review, and close the case. Taking the successful claim settlement as an example, users generally pay attention to the following points:
Whether the claim is successful or not consumer email list is mainly determined by the insurance company, and we will not discuss it for the time being. We will talk about the review process later. This article mainly discusses reporting:
Successfully found the entrance consumer email list to the report: the entrance is more obvious, and there is more exposure;
Get timely claims guidance: This mainly depends on the professionalism and enthusiasm of the business (claims specialist);
Accurately and efficiently submit the required claims information: There is actually a hidden basic condition for the successful submission of information on the client side. The information we show to the user and require them to submit is timely, accurate and comprehensive.
2. Problem Analysis
1. The source of the problem
The information submitted by the user when making a claim corresponds to the insurance product purchased by the user. Different insurance products require different requirements. When the user is in an accident, he can choose to upload the required information for the claim according to the page prompts.
It is obviously unreasonable if the claims information required by each insurance product is written on the page for R&D. Hundreds of thousands of insurance product claims process pages will lead to:
Meaningless repetition of code
waste of development time
Through the management background, the dynamic configuration of the claims settlement process is realized. It can not only support the business personnel to flexibly configure the page content of the client in the management background, but also reduce the development cost and improve the developer's work cost performance. It is convenient for the business to adjust the content at any time, without delaying the user's claim settlement due to the scheduling of R&D resources.
3. Functional design
1. Dismantling the claims process page
The content of the claim information for each claim product will not be completely different. The main information that needs to be configured on the page is: whether the claim can be settled, the type of claim supported, the claim information, the prompt of the claim information, the sample diagram of the claim information...
The reason why these contents appear in front of our eyes is that they are configured and uploaded through the management background.
2. Management background
The claim settlement process page is generated by business personnel after adding claim settlement products and configuring relevant content in the management background.
1) Conditions for appearing in the claim settlement portal
The back-end claims product is enabled;
The user has purchased an insurance product;
The user has passed the waiting period of the guarantee responsibility (take the minimum value of multiple guarantee obligations).
2) Switch the status of the claim settlement product
Enabled - Disabled: Users who newly purchased products cannot see the entry to apply for claims, and users who originally applied for claims can still go through the follow-up process.
Disabled - Enabled: The newly created claims products are disabled by default, and can be enabled only after the review is correct, and the user can see the application entry.
3) Edit the template
Although the content required for claim settlement varies by insurance product, there is generally a framework. The types of claims cannot be avoided: medical claims, allowance claims, critical illness claims, death claims, and disability claims.
The claims data (items, tips, sample diagrams) required for each claim type also rarely changes.
Therefore, we can completely build a template of claim types and claims items, which is convenient for business editing.
Of course, the built-in template supports secondary editing of business.
4) Copy function
Draw the point! A content configuration background, an indispensable function. It can effectively reduce the repetitive work of business personnel to reduce operating costs.
5) User information linkage
The claim settlement process is roughly divided into two parts: "filling in information" and "submitting information".