6.2 QUOTATION AND NEW BUSINESS
For fraud identification the ability to record every quote and changes made within a quote is important for Primary. An example of this is if someone has a claim whilst they are travelling to work but they have selected cover where commuting is not covered, they may argue that they were not aware they were not covered for commuting. To be able to see if a customer changed the options during quote process (maybe to obtain a cheaper price) would be beneficial in fighting fraudulent claims. In the example detailed they might be able to show that the user did in fact select and deselect the cover option, which included commuting in order to get a cheaper price, and it was in fact a deliberate action rather than the customer not understanding. This is a big issue in Thailand where a large number of claims are rejected with the primary reason being incorrect usage.
The initial requirement is to capture the data, at a later point this data could be analysed and this will be done in Radar. XML stored in Radar would need to contain session information (IP Address, MAC Address etc.). This is a day one requirement for Radar. From a Unirisx perspective we will need to send over the IP and MAC addresses to Radar as part of each call.
If a customer is logged in via CIM or via My Account and requests a quote, details such as name, address, age etc. should be defaulted into Unirisx. It does not matter which social media the user has logged into as the data set provided by CIM is standardised between them. There was also a discussion around having the Quotation Input Screen on the home page, before the Unirisx system is reached, as a quick way of getting quote details into the system. (System Flows 1.3 XL sheet Quotation Flow). The car selection will be done partially from the first page. The rest of the quotation details will be captured on a 2nd page.
In Thailand it is possible to have two separate policies (or one combined) for Compulsory and Voluntary and legally there must be two policy numbers. Primary don’t want the administrative burden of handling two different policies for the same customer and whenever possible will issue a policy for the Voluntary covers first and then roll in the Compulsory when it is due either by shortening or lengthening the policy period. When the expiry date of the Voluntary and Compulsory cannot be in sync then Primary will issue two separate policies and in this instance do not want to have to enter the same details twice. It was proposed that the Copy Policy functionality, that is available as standard in Unirisx, is used for this purpose. The user would create a copy, edit to reflect the different dates, covers etc. and then proceed through the standard quote/policy lifecycle to create the new policy. There must be a way of linking the policies together so that the user can easily identify them.
Primary will not offer Compulsory policies in isolation however in Unirisx we need to be able to create Compulsory only policies, to handle exceptions. There is only one car per policy.
6.3 PRODUCT SCREENS AND FLOW
As mentioned earlier the quotation/policy flow is intended to be as streamlined as possible. With this in mind, Primary have organised the process into several different web screens:
• Quotation input screen
• Quotation results
• Policy details
• Payment details
• Call Me (see separate section later – this aspect is going to be handled by third party solution Aspect and is considered as out of scope of the Unirisx implementation, except for the redirection part).
• Save Quote
Any values entered against the Primary product fields need to have the state value saved as follows:
• When the customer moves from field to field within a page – this aspect is now considered as out of scope, with the implementation of the third party solution Aspect this requirement has been removed.
• When the customer selects “Save”
• When the customer moves from one page to another
With regard to Salesforce staging object creation this will still be done based on page submit rather than field by field. It should also be done if a customer selects the “Call Me” option so that CSR users will have the most up to date information in Salesforce when looking at the customer record (see above Call Me functionality is now considered as out of scope)
Customers will navigate from Primary’s home page, with an optional Social Login process, to the first of the above screens - Quotation input screen.
6.4 SCREEN 1 – QUOTATION INPUT SCREEN
This screen (see highlighted area below) will ask the customer to enter details in respect of the vehicle and driver details. The customer would first enter the car details and then enter the driver details. These details once entered will be enough for Primary to provide the customer with a price. If the user is happy with the price they have the option to proceed from this screen to Screen 2 - Quotation results.
Within this screen there should be a clear and early decision displayed to the customer if Primary cannot insure the make and/or model. This is to prevent the customer from having to go too far into the process before finding out they can’t get cover. The decision on whether a vehicle is suitable or not is a two step process:
• Step 1 Check Manufacturer - there are certain manufacturers where any model will not be suitable for Primary. For these manufacturers there will need to be a clear and early decline message to the customer. Examples of such manufacturers would be Aston Martin, Ferrari, Lamborghini etc.
• Step 2 Check Model - if the first step has been passed it could still be the case that a particular model is not suitable for Primary and this should be checked for suitability. For example, a Honda Civic would ordinarily be ok but a Honda Civic Type R would be a vehicle that Primary would want to decline.
As Redbook is loaded into Unirisx and is updated on a monthly basis the above validation will be required to take place in Unirisx.
For initial pricing the Make of the car is asked first so that the vehicle banding can be narrowed down. The subsequent questions are all designed to further filter the vehicle list down:
• Year of manufacture
• Make
• Model family
• Transmission (auto/manual) – optional filter
• Cubic Capacity (engine size) – optional filter
• Model
Once all the above questions have been answered it is anticipated that the customer would be presented with a list of no more than 5 or 6 vehicles for the customer to choose theirs from. There will also be an option for the customer to call Primary should their vehicle not be present in the list or they cannot find it.
There also needs to be an option for the customer to select when they don’t know their model. When the option "I don't know my model" is selected, system to average the sum insured of all the short listed make & models, and to automatically select the model with the Sum Insured the nearest to the average Sum Insured.
The model selection to be disabled when "I don't know my model" is selected.”
6.4.1 Policy Data Fields for Screen 1
The following shows the data fields required for this first screen.
The fields shown above are available in the spreadsheet Set-up Book v1.5 that should be viewed for full details. Some additional information is provided below in relation to some of these fields.
Adjusted Vehicle Sum Insured - this value is imported from Redbook and should be defaulted based on a “Good” market value. CSR should be able to adjust this value within a certain percentage and the rules for this how will be handled within Radar.
Declared NCB - if the customer declares 50% NCB, proof needs to be obtained from the customer. A workflow task needs to be created in SF to chase for this to be received within 30 days. As mentioned elsewhere proof of bonus would not stop the policy being issued or money being collected. If proof of bonus is not received CSR will manually endorse the policy and change the bonus figure to 30% (or another figure of their choosing), which will re-price the policy, and they will also shorten the policy period to match the premium that has been received. The policy would then carry on as normal and fall due for renewal on the new expiry date. This is a rare occurrence and Primary are happy for this to be a manual process, there are no refunds when shortening the policy period in this circumstance so the user should be able to override any return that is calculated (as there could be some rounding left over).
Another circumstance that could see the policy period being shortened is when the annual payment has been received (not by credit card) and the additional premium cannot be collected.
As instalments are only available to those customers paying by credit card, any shortage in premium will be automatically collected and all pending instalments will be adjusted, the policy period will not be shortened.
Policy start date and time - if the policy is due to start on the same day the transaction time will be used as the start time. If the policy is future or on those rare occasions where it needs to be backdated the policy starts at 00.00 hours on the start date for 1 year and will renews at 4:30pm.
System should display Buddhist calendar if language is Thai; Christian calendar if language is English. Date to be stored at database level in the Christian calendar format (always). During printing system should base the date format on the customers preferred language. The Buddhist calendar is the same as the Christian Calendar but they year part is increased by 543 years.
This is true for date of birth and other dates as well, but not for year of manufacture, year of manufacture to always follow the Christian calendar.
6.2 QUOTATION AND NEW BUSINESSFor fraud identification the ability to record every quote and changes made within a quote is important for Primary. An example of this is if someone has a claim whilst they are travelling to work but they have selected cover where commuting is not covered, they may argue that they were not aware they were not covered for commuting. To be able to see if a customer changed the options during quote process (maybe to obtain a cheaper price) would be beneficial in fighting fraudulent claims. In the example detailed they might be able to show that the user did in fact select and deselect the cover option, which included commuting in order to get a cheaper price, and it was in fact a deliberate action rather than the customer not understanding. This is a big issue in Thailand where a large number of claims are rejected with the primary reason being incorrect usage.The initial requirement is to capture the data, at a later point this data could be analysed and this will be done in Radar. XML stored in Radar would need to contain session information (IP Address, MAC Address etc.). This is a day one requirement for Radar. From a Unirisx perspective we will need to send over the IP and MAC addresses to Radar as part of each call. If a customer is logged in via CIM or via My Account and requests a quote, details such as name, address, age etc. should be defaulted into Unirisx. It does not matter which social media the user has logged into as the data set provided by CIM is standardised between them. There was also a discussion around having the Quotation Input Screen on the home page, before the Unirisx system is reached, as a quick way of getting quote details into the system. (System Flows 1.3 XL sheet Quotation Flow). The car selection will be done partially from the first page. The rest of the quotation details will be captured on a 2nd page.In Thailand it is possible to have two separate policies (or one combined) for Compulsory and Voluntary and legally there must be two policy numbers. Primary don’t want the administrative burden of handling two different policies for the same customer and whenever possible will issue a policy for the Voluntary covers first and then roll in the Compulsory when it is due either by shortening or lengthening the policy period. When the expiry date of the Voluntary and Compulsory cannot be in sync then Primary will issue two separate policies and in this instance do not want to have to enter the same details twice. It was proposed that the Copy Policy functionality, that is available as standard in Unirisx, is used for this purpose. The user would create a copy, edit to reflect the different dates, covers etc. and then proceed through the standard quote/policy lifecycle to create the new policy. There must be a way of linking the policies together so that the user can easily identify them.Primary will not offer Compulsory policies in isolation however in Unirisx we need to be able to create Compulsory only policies, to handle exceptions. There is only one car per policy. 6.3 PRODUCT SCREENS AND FLOWAs mentioned earlier the quotation/policy flow is intended to be as streamlined as possible. With this in mind, Primary have organised the process into several different web screens:• Quotation input screen• Quotation results• Policy details• Payment details• Call Me (see separate section later – this aspect is going to be handled by third party solution Aspect and is considered as out of scope of the Unirisx implementation, except for the redirection part).• Save Quote Any values entered against the Primary product fields need to have the state value saved as follows:• When the customer moves from field to field within a page – this aspect is now considered as out of scope, with the implementation of the third party solution Aspect this requirement has been removed.• When the customer selects “Save”• When the customer moves from one page to anotherWith regard to Salesforce staging object creation this will still be done based on page submit rather than field by field. It should also be done if a customer selects the “Call Me” option so that CSR users will have the most up to date information in Salesforce when looking at the customer record (see above Call Me functionality is now considered as out of scope) Customers will navigate from Primary’s home page, with an optional Social Login process, to the first of the above screens - Quotation input screen.6.4 SCREEN 1 – QUOTATION INPUT SCREENThis screen (see highlighted area below) will ask the customer to enter details in respect of the vehicle and driver details. The customer would first enter the car details and then enter the driver details. These details once entered will be enough for Primary to provide the customer with a price. If the user is happy with the price they have the option to proceed from this screen to Screen 2 - Quotation results. Within this screen there should be a clear and early decision displayed to the customer if Primary cannot insure the make and/or model. This is to prevent the customer from having to go too far into the process before finding out they can’t get cover. The decision on whether a vehicle is suitable or not is a two step process:• Step 1 Check Manufacturer - there are certain manufacturers where any model will not be suitable for Primary. For these manufacturers there will need to be a clear and early decline message to the customer. Examples of such manufacturers would be Aston Martin, Ferrari, Lamborghini etc.• Step 2 Check Model - if the first step has been passed it could still be the case that a particular model is not suitable for Primary and this should be checked for suitability. For example, a Honda Civic would ordinarily be ok but a Honda Civic Type R would be a vehicle that Primary would want to decline.As Redbook is loaded into Unirisx and is updated on a monthly basis the above validation will be required to take place in Unirisx.
For initial pricing the Make of the car is asked first so that the vehicle banding can be narrowed down. The subsequent questions are all designed to further filter the vehicle list down:
• Year of manufacture
• Make
• Model family
• Transmission (auto/manual) – optional filter
• Cubic Capacity (engine size) – optional filter
• Model
Once all the above questions have been answered it is anticipated that the customer would be presented with a list of no more than 5 or 6 vehicles for the customer to choose theirs from. There will also be an option for the customer to call Primary should their vehicle not be present in the list or they cannot find it.
There also needs to be an option for the customer to select when they don’t know their model. When the option "I don't know my model" is selected, system to average the sum insured of all the short listed make & models, and to automatically select the model with the Sum Insured the nearest to the average Sum Insured.
The model selection to be disabled when "I don't know my model" is selected.”
6.4.1 Policy Data Fields for Screen 1
The following shows the data fields required for this first screen.
The fields shown above are available in the spreadsheet Set-up Book v1.5 that should be viewed for full details. Some additional information is provided below in relation to some of these fields.
Adjusted Vehicle Sum Insured - this value is imported from Redbook and should be defaulted based on a “Good” market value. CSR should be able to adjust this value within a certain percentage and the rules for this how will be handled within Radar.
Declared NCB - if the customer declares 50% NCB, proof needs to be obtained from the customer. A workflow task needs to be created in SF to chase for this to be received within 30 days. As mentioned elsewhere proof of bonus would not stop the policy being issued or money being collected. If proof of bonus is not received CSR will manually endorse the policy and change the bonus figure to 30% (or another figure of their choosing), which will re-price the policy, and they will also shorten the policy period to match the premium that has been received. The policy would then carry on as normal and fall due for renewal on the new expiry date. This is a rare occurrence and Primary are happy for this to be a manual process, there are no refunds when shortening the policy period in this circumstance so the user should be able to override any return that is calculated (as there could be some rounding left over).
Another circumstance that could see the policy period being shortened is when the annual payment has been received (not by credit card) and the additional premium cannot be collected.
As instalments are only available to those customers paying by credit card, any shortage in premium will be automatically collected and all pending instalments will be adjusted, the policy period will not be shortened.
Policy start date and time - if the policy is due to start on the same day the transaction time will be used as the start time. If the policy is future or on those rare occasions where it needs to be backdated the policy starts at 00.00 hours on the start date for 1 year and will renews at 4:30pm.
System should display Buddhist calendar if language is Thai; Christian calendar if language is English. Date to be stored at database level in the Christian calendar format (always). During printing system should base the date format on the customers preferred language. The Buddhist calendar is the same as the Christian Calendar but they year part is increased by 543 years.
This is true for date of birth and other dates as well, but not for year of manufacture, year of manufacture to always follow the Christian calendar.
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