Mobile claims assistance

Authors:
Oliver Baecker;Tobias Ippisch;Florian Michahelles;Sascha Roth;Elgar Fleisch
Affiliations:
University of St. Gallen;University of St. Gallen;ETH Zurich;SAP Research, Switzerland;University of St. Gallen
Venue:
Proceedings of the 8th International Conference on Mobile and Ubiquitous Multimedia
Year:
2009

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Abstract

When it comes to vehicle accidents, people are stressed out and overstrained, even if it is just a car body damage and no one is hurt. They often lack adequate and immediate assistance and may worry about the lengthy and paper-based loss report to their insurance carrier. At the same time, it is crucial for insurance companies to receive early and detailed case circumstances in order to decrease costs and assist customers with value-added services. Against this background, we propose the usage of mobile phones in order to assist people in the aftermath of an accident. We present a concept for mobile claims assistance along with a proto-typical implementation that features an asynchronous communication between mobile phones and claims management enterprise systems based on mobile Web Services. Finally, we discuss the user perspective on mobile insurance applications and present data we collected using a combination of focus groups and user surveys.