IntelliSure Delivering a World Class Business Service to the Insurance sector. Knowledge breeds power.

Transcription

1 IntelliSure Delivering a World Class Business Service to the Insurance sector. Knowledge breeds power.

2 Introduction. IntelliSure is a highly configurable insurance application designed for the web to support different channels and lines of business. This high level document is designed as an Overview of the solution and to provide an indication of the configurability that can be achieved by combining a best practice approach with an intelligent and dynamic presentation layer. The IntelliSure application is brought together by Intellect Holdings and Idiom who combine best of breed business domain knowledge and technology. It utilises state of the art technology to apply a series of auto decisioning techniques in a delivery platform consisting of intelligent WebForms. IntelliSure forms take a series of common insurance processes and joins them in a highly configurable way underpinned by a user friendly Business Rules engine. Thus IntelliSure will : Allow an organization to configure sets of rules driven questions that connect varying insurance processes e.g. application data capture, rating, eunderwriting, Risk management, as well capturing the data that determines the validity of answers. This workflow is represented by a series of branded Web forms designed to ask/prompt for a series or questions based on User profile. Present a questionnaire to the User with a workflow designed in an intelligent and responsive sequence e.g. questions or events that logically belong within sections or ordered sequence example: What product is required, capture of Personal data, Health/Medical history etc Determine the completion of the questionnaire, accept and evaluate the responses to questions in the process, and determine the outcomes including workflow and the composition of a final document that reflects the answers provided by the user In order to achieve the above goals, IntelliSure manages the complete lifecycle of the Insurance process its various levels of complexities and Business document content IntelliSure Screen Cuts Version 2.0 Page 2 of 16

3 Launching the Application The IntelliSure application is driven by product and channel configurations that reside within data tables. Depending on a User Profile, Business rules will configure:- 1. the look and feel of web pages 2. the format of questions that are displayed to the User 3. the product set available 4. the dynamic behaviour of web pages in response to user input 5. the underwriting and rating rules that should be applied to each product Note: configuration tables can reside in an SQL database, flat file or Idiom repository. Typically no login would be required as a production implementation would either be passed User credentials if the User is redirected from a portal. If the IntelliSure product is being delivered by a retail channel then typically the User would remain anonymous until assigned a login on completion or parking of the application. Image One: Login Page IntelliSure Screen Cuts Version 2.0 Page 3 of 16

4 Delivering Service to the correct Channel When the IntelliSure login process is initiated an Idiom Decision Model is executed that determines which channel to configure and performs the setup WebForms with the correctly configured channel look and feel. Image Two: Channel Selection IntelliSure Screen Cuts Version 2.0 Page 4 of 16

5 Building Product Configuration Idiom configuration rules consist of a set of formula s that perform configuration table lookups to retrieve the relevant look and feel of assets and instructs an Idiom Forms Engine to brand the IntelliSure WebForms accordingly. Screen Image Three shows a formula (SetOrganisationHeaderLogo) that sets the top banner image on a WebForm. The formula looks up the name of the banner image in the configuration table for the channel and returns this to the Forms Engine. The rules in this decision model also configure the footer image and relevant policy docs which can be attached to the application life cycle. Image Three: Configuration Rules IntelliSure Screen Cuts Version 2.0 Page 5 of 16

6 Dynamic Form Performance The look and feel of an IntelliSure WebForm interface can be altered dynamically by simply changing the values in the appropriate configuration tables. Below we can see the SetOrganisationHeaderLogo formula again which will configure a banner image displayed for the appropriate channel. The formula retrieves the configured image from configuration tables(in this case the Organisation table). By changing the value in the configuration table to ForresterHeader1.jpg (Pathway 1) or ForresterHeader2.jpg (Pathway 2) the banner image displayed in the top of the web page changes. Image Four: Changing the Look and Feel IntelliSure Screen Cuts Version 2.0 Page 6 of 16

7 Building Rating Rules Following the completion of a quote in IntelliSure the applicant is presented with a product rating which is again calculated using an Idiom Rules Engine. The rules work by identifying a base rating factor e.g. Sum Insured or Annual Salary and applies a set of factors in a configured order. Rules are structured by channel and product. They firstly check if a particular rating factor should be applied for the current channel and product and then apply a factor value based on a product and channel configuration for the rating factor. Image Five: Rating Rules IntelliSure Screen Cuts Version 2.0 Page 7 of 16

8 Configuring Rating Factors IntelliSure Rating rules follow a common pattern of decisioning. In the ApplyGenderRate rule above the rule first checks the configuration tables to determine if a rating should be applied. It then retrieves the factors configured value from the GenderRate table which it uses in the calculation. Factors are configured by channel and by product which allows new factors to be added easily for each new product - without negatively impacting existing products Image Six: Topology of a Configurable Business Rule. IntelliSure Screen Cuts Version 2.0 Page 8 of 16

9 Documenting and Auditing Rules On completion of a formula or set of decisions, it is possible to generate a logical English rendition of the rule or rules which can be reconciled with a requirements document or traceability matrix. The logical English can be generated at a formula level or for a set of rules at the decision model level or if required for an entire rules repository. Image Seven (a): Requirements Traceability IntelliSure Screen Cuts Version 2.0 Page 9 of 16

10 Testing the Business Logic The Idiom Decision Manager provides an inline testing capability to allow rules and rule sets (Decision Models) to be unit tested and debugged. In addition the Decision Manager allows Decision Models to be tested in a batch mode where scenarios or regression data can be tested sequentially to assess the impact of changes to rules which are called by different workflows e.g. channels Image Seven (b): Testing IntelliSure Screen Cuts Version 2.0 Page 10 of 16

11 Intelligent Web Performance IntelliSure Web pages developed using Idiom Forms have the ability to integrate with Idiom Rules that can run in real time or as a post action. In this manner IntelliSure can dynamically alter the contents of a web page in response to context changes (e.g. change of channel) or input data entered by a User. This is called reflexive questioning. In Screen Image Eight we can see the quote pages for two different markets - a Bank channel and a direct Insurance Channel. These screen shots depict how IntelliSure dynamically changes a set of page options, in this case a product selection list. In addition, labels on fields can also be configured and set by rules to present more context sensitive and relevant phrasing or terminology. As below, the wording of the Life product changes from Term Life Cover in the Bank channel to Life Insurance in the Insurer Channel. Image Eight: Reflexive Forms IntelliSure Screen Cuts Version 2.0 Page 11 of 16

12 Configuring Form Questions and Narrative By utilising reflexive questioning, question narrative on a IntelliSure WebForm can be changed and presented in a context sensitive manner. When a form loads, rules retrieve the associated configurations and set label text for each field to the configured question text. In example shown in Screen Image Nine the question regarding an applicant s Australian citizenship is rephrased depending on the channel through which they are applying for insurance. This valuable feature allows a business to present its offering to context and situation aware channels and perhaps different user communities.in this case there may be some sensitivity to an applicant s origin and demographic. Image Nine: Configurable Question Narrative IntelliSure Screen Cuts Version 2.0 Page 12 of 16

13 Real Time Business Decisions IntelliSure WebForms allow electronic Underwriting decisions to be presented in real time to a user in response to a post/submit action. Real time reflexive questioning can be used to determine if an applicant falls within the boundaries of a risk that can be covered by a selected product. If the applicant does not comply with nominal criteria e.g. in this example the applicant has past criminal convictions a business rule is fired to return an appropriate context response and to escalate the application request to a subject matter expert or case officer. Idiom Forms employ AJAX technology to perform interactive question and answer responses but unlike typical AJAX implementations, Idiom Forms integrates with the Idiom rules engine to allow responses and form interactions to be controlled by business rules. Image Ten: Real Time Decisioning & Knockout Questioning IntelliSure Screen Cuts Version 2.0 Page 13 of 16

14 Intelligent Questioning Reflexive questioning allows IntelliSure Web Forms to intelligently enquire in ever increasing layers of detail where exceptional circumstances exist. In Screen Image Eleven an applicant has indicated that they suffer from a respiratory condition. The answer, in turn causes the form to dynamically expand to allow the applicant to specify which respiratory condition they suffer from e.g. Asthma, Bronchitis, Emphysema. When the applicant chooses Asthma the form expands further to present questions specific to the applicant s condition e.g. the frequency of symptoms, how Asthma affects their work, the applicant s treatment details etc.. This approach to collecting risk data allows the IntelliSure application to present only the questioning that is relevant to an applicant for their circumstance. The topmost screenshot of the IntelliSure Health tab shows the questioning presented to an applicant with no pre-existing conditions. These circumstances differ significantly from the question set presented to an applicant with pre-existing medical conditions. Image Eleven: Intelligent Questioning IntelliSure Screen Cuts Version 2.0 Page 14 of 16

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16 Completing an Application Process Lifecycle IntelliSure WebForms can be configured to manage a complete process Lifecycle in this case an application for Life Cover. By collecting application data, different types of business rules can be set-up to redirect or escalate an application e.g.to a case officer to facilitate closing the cover request from the applicant. In order to close business that is outside of what can be underwritten on the web (but could be covered by further endorsements), IntelliSure business rules can escalate application data to a case officer through traditional workflow mechanisms. It is also feasible that escalations are handled in real-time by a call centre operative or case officer. IntelliSure Screen Cuts Version 2.0 Page 16 of 16