Abstract:
A claims and repair process including collecting accident information at birth of an accident, electronic communication to a remote site, and posting information for selecting repair and supplier parties, such as by a bid process. Any of a PDA, a mapping system, or a data collection system installed on the vehicle collects accident information at the accident site, on a tow truck, or at a facility. A PDA with a digital camera may be provided for collecting digital images. Wireless communications may be used to transfer accident information for expedited processing. A claims estimate may be made by a claims adjuster or claims wizard. An aggregate database may be employed by the claims wizard to facilitate damage assessment. The claims wizard may work interactively with a PDA device for improved data collection. Tow trucks may be dispatched to transport rental, damaged and repaired vehicles to reduce insured&#39;s involvement.

Description:
CROSS REFERENCE TO RELATED APPLICATIONS 
       [0001]    This application is a continuation of U.S. patent application Ser. No. 10/005,795, which is incorporated by reference in its entirety herein. 
     
    
     FIELD 
       [0002]    The present invention relates to claiming systems and methods, and more particularly, to expediting the claims process for any industry, such as automobile insurance, civil engineering, public works, construction, fraud prevention, security, traffic enforcement, shipping, inventory control, etc., where an inspection, comparison, verification or observation process occurs. 
       BACKGROUND 
       [0003]    The claims industry is lethargic and inefficient by design, yielding in reduced customer retention. Customer inconvenience is the legacy of the claims processing industry. Redundant paper flow results in long lead times for both the Insured and the Insurer. Human error creates inaccuracies that effect both the Insured and the Insurer. The existing claims systems and processes place the consumer in an adversarial role as the restoration profit is the Insurer&#39;s expense. 
         [0004]    These and other advantages of the disclosed subject matter, as well as additional novel features, will be apparent from the description provided herein. The intent of this summary is not to be a comprehensive description of the claimed subject matter, but rather to provide a short overview of some of the subject matter&#39;s functionality. Other systems, methods, features and advantages here provided will become apparent to one with ordinary skill in the art upon examination of the following FIGURES and detailed description. It is intended that an such additional systems, methods, features and advantages included within this description be within the scope of the accompanying claims. 
     
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         [0005]    The features, nature, and advantages of the disclosed subject matter may become more apparent from the detailed description set forth below when taken in conjunction with the drawings, in which like reference numerals indicate like features and wherein: 
           [0006]      FIG. 1  is a block diagram of an information system in which collision data is collected at the birth of an accident at the accident site. 
           [0007]      FIG. 2  is a block diagram of a delivery system or transporting the insured from, the accident site. 
           [0008]      FIG. 3  is a block diagram of a delivery system providing increased convenience to the insured by delivering the Insured&#39;s repaired automobile and retrieving a rental or loaner automobile. 
           [0009]      FIG. 4  is a block diagram of an alternative embodiment employing a claims wizard. 
           [0010]      FIG. 5  is a block diagram of a laser mapping system and method for mapping the surface of the damaged automobile soon after the accident. 
           [0011]      FIG. 6  is a block diagram illustrating a central-repair facility method. 
           [0012]      FIG. 7  is a block diagram illustrating the insured&#39;s automobile equipped with a mobile data collection system. 
           [0013]      FIG. 8  is a block diagram of an auction system illustrating posting accident information via the communications network for purposes of sale and/or auctioning for parts and services necessary for repair. 
           [0014]      FIG. 9  is a simplified block diagram of a parts procurement system implemented according to an embodiment of the present invention. 
       
    
    
     DETAILED DESCRIPTION 
       [0015]    The following description is not to be taken in a limiting sense, but is made for the purpose of describing the general principles of the present disclosure. The scope of the present disclosure should be determined with reference to the claims. Exemplary embodiments of the present disclosure are illustrated in the drawings, like numbers being used to refer to like and corresponding parts of the various drawings. 
         [0016]      FIG. 1  is a block diagram of an Information System  100  in which collision data is collected at the birth of an accident at the accident site  101 . The term “birth” refers to the moment an auto collision occurs and before the traditional insurance industry definition of the collision repair process. An automobile  103  being driven by or otherwise associated with an insured person or the “insured”  105  is in an automobile accident at accident site  101 . In one embodiment, the collision is reported by anyone using any of numerous wireless devices  107  via wireless communications  109  to an insurer site  113  via a communication network  111 . The communication network  111  incorporates or otherwise encompasses many different types of electronic communication networks. The electronic communication networks include, for example, various telephone networks such as the Public Switched Telephone Network (PSTN) wireless communications and associated devices for enabling communications by cellular telephones and the like (CELL). The electronic communication networks also includes any computer communications networks, such as local area networks (LAN) or wide area networks (WAN) and further encompasses interconnected networks such as comprises the Internet including the Internet backbone and other networks that enable global computer communications. 
         [0017]    The insured  105  or any other on-site personnel (at the accident site  101 ) reports the accident. In one embodiment for example the insured  105  includes a cell phone  119  or the like and places a wireless call to a claims agent  115  at the insurer site  113 . Other on site personnel may include police or emergency medical services (EMS) personnel or the like depending upon the needs at the time of the accident. The call using the cell phone  119  is made to the claims agent  115  who then coordinates additional communications, such as to the police or medical personnel, etc. The claims agent  115  may also call a cab company  133  to dispatch a taxi  135  to the accident site  101 . 
         [0018]    In one embodiment, he insured  105  carries with him or with the automobile  103  of personal digital assistant (PDA) device  121  or the like which is equipped with wireless communications to establish the call or communication to the claims agent  115 . The PDA device  121  is further equipped with electronic data capture equipment, such as a digital camera or the like, for retrieving and recording accident information. For example, the PDA device  121  includes a built-in or attachable camera, such as a digital camera. A separate digital camera may be utilized as well, although it is desired to combine the data capture equipment with wireless communications. An on-site person, such as the insured  105 , takes one or more pictures of the damaged automobile  103  at the accident site  101 . The PDA device  121  may further be used to take a picture of a vehicle identification number (PIN) of the damaged automobile  103 . In one embodiment, the PDA device  121  may include or otherwise scan device to scan the PIN if in bar code format. The PDA device  121  may also be used to record other collision information at the accident site  101 , such as damage to any other automobiles involved in the accident. Further, the PDA device  121  may be utilized to collect other data such as pictures of any person or persons involved in the accident and any injuries sustained. The PDA device  121  may further be used to collect data such as digital pictures or the like of the accident site  101 , such as the scene of the accident and the concomitant environment conditions such as the weather, location, amount of traffic, type of traffic, etc. All such accident information may be used. to assess the cause of the accident damage to automobiles or other vehicles involved in the accident, damage to any other property involved in the accident, and any injuries sustained in the accident. 
         [0019]    The data collection equipment combined with wireless communications of the PDA device  121  provides a convenient. system for data collection and transfer, particularly associated with assessment and repair of the damaged automobile  103 . In particular, the digital pictures and other data is wirelessly transmitted as indicated by a wireless data communication link  123  to a computer system  117  at the insurer site  113  coupled to the communication network  111 . Thus, the accident data is collected at the accident site  101  and wirelessly transmitted to the insurer site  113  at the birth of the accident. In this manner, the claims agent  115  need not be involved at the accident site  101 . Further, the insured  105  need not be involved in transporting the damaged automobile  103  so the insurer site  113  or any affiliated location in order to collect the damage information, as typically done in the traditional insurance industry model. This removes the claims agent  115  from the field. for collecting the data associated with damaged automobile  103 , which is ultimately used to identify the claims amount to be paid to the insured  105 . 
         [0020]    The accident information collected at the accident. site  101 , via the PDA device  121  or the like, is wireless transferred to the insurer site  113  to the computer  117  and stored in a data storage device  125  coupled to the computer  117 . In one embodiment, the claims agent  115  may make a preliminary estimation of the damage to the automobile  103 , or may determine that the damaged automobile  103  is totaled and not repairable. In either case, the claims agent  115  uses the accident. information to determine a preliminary claims estimate for the insured  105 . In one embodiment, the computer  117  may further be equipped with an estimation software  127 , or the like, operated by the claims agent  115  to assist or otherwise facilitate review and assessment of the data to identify a claims estimate or the damage to the automobile  103  The as amount may be transmitted wirelessly, such as via data communication link  123 , to the PDA device  121  and displayed to the insured.  105  soon after the accident. Alternatively, the claims agent  115  may simply establish a claims number and wirelessly transmit the claim information to the insured  105  is the PDA device  121 . 
         [0021]    The claims agent  115  may further identify a local affiliated tow truck establishment and contact the establishment to send a tow truck  129  to the accident site  101 . The tow truck  129  is primarily employed to retrieve the damaged automobile  103  from the accident site  101 . A tow truck driver  131  is thus brought to the accident site  101  and is considered another one of the on-site personnel. In one embodiment, the PDA device  121  or another PDA device similar to it is brought by the tow truck driver  131  for collecting the data in a similar manner. Thus, any of the on-site personnel, including the insured  105  and/or the tow truck driver  131 , may be employed to utilize the PDA device  121  to collect damaged data and accident information. Thus, the insured  105  may be equipped with the PDA device  121 , or the truck driver  131  may be equipped with the PDA device  121 , or both may be so equipped for redundancy to insure that the data is collected at the accident site  101 . Of course, other on-site personnel may be employed no collect the data, such as policeman, an ambulance driver or paramedic, etc., although such on-site personnel typically have other duties and are unlikely candidates for data collection purposes. Any of the on-site personnel such as the insured  105 , the now truck driver  131 , or police, ambulance driver or paramedic may be employed to call the cab company  133  to dispatch the taxi  135  in order to retrieve the insured  105  from the accident site  101  and deliver the insured  105  to any convenient location, such as an automobile rental agency. Alternatively, as previously described, the claims agent  115  calls the cab company  133 . It is noted that the tow truck  129  may be employed to deliver the insured.  105  to the cab company  133  or to an automobile rental agency. These scenarios for delivery of the insured  105  assumes that the insured  105  is not significantly injured and ported to a hospital via ambulance. 
         [0022]      FIG. 2  is a block diagram of a delivery system  200  for transporting the insured  105  from the accident site. In this case, the two truck facility  201  is informed of the location of the accident site in order to retrieve the damaged automobile  103 . In this case, the dispatched tow truck  129  picks up a rental or loan (R/L) automobile  207  from either an automobile rental agency  203  or a new car dealership  205 . In particular, the R/L automobile  207  is a rental car (R) retrieved from the automobile rental agency  203 , or a loan car (L) retrieved from a new car dealership  205  which may be associated with a particular automobile manufacturer. Thus, the tow truck  129  retrieves and R/L automobile  207  and delivers the R/L automobile  207  to the accident site  101  for use by the insured  105 . In this manner, the insured  105  is not stranded at the accident site  101  and convenience is maximized. The tow truck  129  then retrieves and delivers the damaged automobile  103  either to the tow truck facility  201  via route  213  or to a repair facility  217  via route  215 . In this manner, the tow truck  129  serves the dual purpose of delivering a temporary automobile to the insured  105  and retrieving and delivering the damaged automobile  103  to the appropriate location. The delivery to the repair facility  217  is most desirable if the repair facility  217  is predetermined or otherwise identified, such as by the claims agent  115 . Otherwise, the tow truck  129  delivers the damaged automobile  103  to the tow truck facility  201  for later delivery to the repair facility  217 . 
         [0023]    As described previously, the PDA device  121  is utilized to collect damage and accident information at the accident site  101  and this information is wirelessly communicated to the insurer site  113 . If the PDA device  121  is not equipped with wireless communications, or if the wireless communications are otherwise unavailable or inoperative, the PDA device  121  with the collected data may remain with the damaged automobile  103  and be delivered to the tow truck facility  201  and/or the repair facility  217 . The tow truck facility  201  and/or the repair facility  217  may be equipped with a (PC) dispatch system  211  or the like, that includes an appropriate interface, such as a cable, a docking unit, a cradle unit, tec., for coupling to and retrieving the collected data from the PDA device  121 . The PC dispatch system  211  is coupled to the communication network  111  for transmitting the data to the insurer site  113  via the PC dispatch system  211 . In this manner, the data is collected at the accident site  101  and delivered soon thereafter upon delivery of the damaged automobile  103 . 
         [0024]    The automobile rental agency  203  may be affiliated. with The insurer of the insured  105 . The new car dealership  205  may also be affiliated with the insurer such as through contract or the like and delivers a loan car temporarily to the insured  105  for various purposes. For example, the new car dealership  205  may utilize the opportunity to market a new car to the insured  105  since the damaged automobile  103  may be considered totaled and longer usable as originally intended. Alternatively, the car dealership  205  may be associated with a manufacturer that also manufactured the damaged automobile  103  in an attempt to have the insured  105  purchase a new car from the same manufacturer. Alternatively, the manufacturer may be a competing manufacturer of the manufacturer that manufactured the damaged automobile  103  and may potentially obtain new business. 
         [0025]      FIG. 3  is a block, diagram of a delivery system  300  providing increased convenience to the insured  105  by delivering the Insured&#39;s repaired automobile  103  and retrieving the R/L automobile  207 . After the damaged automobile  103  is repaired, as indicated by the letter “R”, the tow truck  129  or similar tow truck retrieves and delivers the repaired automobile  103  indicated by arrow  303  to the insured  105  at a convenient location or at a mutually acceptable location such as the insured&#39;s home  301 . It is noted that such delivery may be of ultimate convenience to the insured  105  and may be at any convenient location that the insured  105  happens to be at when the repair automobile  103  is ready for delivery. The tow truck  129  then retrieves the R/L automobile  207  and returns t to its original location, such as the automobile rental agency  203  or the sew car dealership  205  as previously described. In this manner, the insured  105  need not be Involved in the traditional insurance loop, such as having to return the rental car and. retrieve the repaired automobile  103 . 
         [0026]      FIG. 4  is a block diagram of an alternative embodiment employing a claims wizard  401 . In this embodiment, the wireless communications with the PDA device  121  as indicated by wireless communications link  405  is interactive for more efficient or otherwise more informative data collection. In this case, the computer system  117  is equipped with a claims wizard  401 , which interactively cooperates with the PDA device  121  to communicate to the insured  105  regarding particular data collection parameters. The claims wizard  401  also stores the damage and accident information in the data storage device  125 . Further, the claims wizard  401 . In one embodiment is informed of the type of vehicle such as identified by the insured  105  or through the VIN collected at the automobile accident, site  101  from the damaged automobile  103  and determines what particular data needs to be collected. For example, the claims wizard  401  retrieves initial data, such as an initial digital picture or the like from the PDA device  121 , and accesses a local master database  403 . The master database  403  identifies similar-type accidents or otherwise similar-type automobiles and identifies any potential additional information that should be collected, In this manner, the claims wizard  401  operates as an expert system that stores past and potentially relevant information. that may be applicable or otherwise relevant to the particular accident involved the damaged vehicle  103 . 
         [0027]    During operation, the claims wizard.  401  transmits instructions to the operator of the PDA device  121 , such as any on-site personnel including the insured  105 , to collect, any further information regarding the accident. For example, the claims wizard  401  may instruct the operator of the PDA device  121  to take digital pictures of certain parts of the automobile  103 , such as particular angles and views, including the opposite side of the primary damage portion or the undercarriage of the damaged automobile  103 , or any other data that may be considered pertinent to damage assessment. The information collected, on the damaged automobile  103  at the accident site  101  is then stored in the data storage device  125  in a similar manner as previously describe. Furthermore, the data may be incorporated into the master database  403  and used by the claims wizard  401  in subsequent accidents. In this manner, it is appreciated that the claims wizard  401  is an expert system, such as using artificial intelligence or the like, to continuously learn and adapt in order to improve and streamline the data collection process at accident sites such as the accident site  101 . The data is collected in a master database  403  which may be maintained local at the insurer site  113 . Alternatively, or in addition, the master database  403  may be located remotely relative to the insurer site  113  and accessible via the communication network  111  such as the Internet or the like. 
         [0028]      FIG. 5  is a block diagram of a laser mapping system and method  500  for mapping the surface of the damaged automobile  103  soon after the accident. In one embodiment, a tow truck is equipped with a laser mapping system (LMS)  503  which retrieves information from the damaged automobile  103  once mounted onto the tow truck  501  and during delivery thereof. The tow truck  501  may be a flatbed type tow truck for conveniently mounting and positioning the damaged automobile  103 . The laser mapping system  503  is positioned to use laser-mapping technology to obtain more accurate damage information from the damaged automobile  103 . The information may be stored on the tow truck  501  such as utilizing a local storage device  504 . Alternatively, the data collected by the laser mapping system  503  is wirelessly communicated by a wireless communications device  505  on the tow truck  501  that wirelessly communicates  507  the damage information via the communication network  111 . Again, the data is delivered to the insurer site  113 . 
         [0029]    In an alternative embodiment, the tow truck or repair facility  509  representing either the tow truck facility  201  or the repair facility  217  may be equipped with a laser mapping system  511 . The damaged automobile  103  is positioned for data collection by the laser mapping system  511  and the data is either stored locally or communicated to the computer system  117  of the insurer site  113  via the communication network  111  in a similar manner as previously described. 
         [0030]      FIG. 6  is a block diagram illustrating a central-repair facility method. It is noted that the laser mapping system  511  may be relatively sophisticated and expensive and may not be affordable by many repair facilities that may be utilized to repair the damage to automobile  103 . In this case, a central repair facility  601  is equipped with the laser mapping system  511  at a central area  603 . The central, area  603  represents any centralized location, such as a city, county, town, etc. The immediate area or surrounding area may include one or more local or remote repair facilities  605  that may perform some or all of the repairs to the damaged automobile  103 . As shown, several local or remote repair facility  605  are shown, individually numbered 1 through 6, although any number, more or less, is contemplated. 
         [0031]    The damaged automobile  103  may be analyzed and completely repaired at the central repair facility  601 . However, the central repair facility  601  may not have, the capacity to handle the demand or the number of damaged cars at any given time so that some or all of the repairs are handled by any one or more of local or remote repair facility  605 . Rather than making the insured  105  wait on additional amount of time for the repaired automobile  103 , it is contemplated that the tow truck  129  or the like is utilized to transport the damaged automobile  103  to any of the local or remote repair facilities  605  to expedite the repair process. The local or remote repair facility  605  represent any type of facility such as body shops, paint shops, garages, etc., and includes any type of repair facility or services necessary to repair the damaged automobile  103 . 
         [0032]      FIG. 7  is a block diagram illustrating the automobile  103  equipped with a mobile data collection system  700 . The automobile  103  is equipped with a monitoring system  701  coupled to a plurality of sensors that detect any information associated with the condition and operation of the automobile  103 . The data is transferred to a data storage device  705  associated with use and operation of the automobile  103 . The monitoring system  701  collects any type of data and information such as ambient conditions including weather, location and traffic, as well as conditions of the damaged automobile  103 . The condition of the automobile  103  may include any previous damage, any disrepair or any condition such as the engine, tire, brakes or any other operating systems of the automobile  103  including conditions or lack of repair. Furthermore, the monitoring system  701  monitors the controls of the automobile  103  used by a driver such as the insured  105  during operation. Certain information such as the engine or brake systems needing repair mar be collected and stored until the condition is changed. Other information such as the controls of the automobile  103  may be monitored on a continuous basis where only the latest amount data such as the last 24 hours of operation are monitored. 
         [0033]    In one embodiment, it is contemplated that the monitoring system  701  operates in a similar manner as a black box mounted in aircraft that are utilized to collect data and information associated with an accident. In this manner, the monitoring system  701  detects and collects any and all accident information associated with the accident, where the data may be utilized in any one of several manners. In one embodiment, the data is simply used to assess the damage to the automobile  103 . In other embodiments, the data may be utilized to assess actions taken by the insured  105  or others that, may have caused the accident. In any case, the accident may ire reconstructed to a. certain level. 
         [0034]    The monitoring system  701  may be further coupled to a communication system  707  for communicating collected information via a wireless communications link  709  such as through the communications network  111 . The communication system  707  may be in fact the PDA device  121  cradled or docketed such as in the glove box or the like. Alternatively, the communication system  707  may be integrated into the automobile  103 , such as the On-Star system or the like. The communication system  707  may be utilized independently and in lieu of the monitoring system  701  to report the accident and collect information, or utilize in conjunction with the monitoring system  701  to transmit collision damage and accident information co the insurer site  113 . 
         [0035]      FIG. 8  is a block diagram of an auction system  800  illustrating posting accident information via the communications network,  111  for purposes of sale and/or auctioning for parts and services necessary for repair. In this case, the damage information collected in the data storage device  121  at the insurer site  113  associated with the accident of the damaged automobile  103  is posted in any desired format, such as a web page  801  or the like, via the communication network  111  such as the internet or the like. The insured  105 , at a convenient terminal or computer  802  or the like coupled to the communications network  111 , is able to review the information associated with the accident, including, for example, a claim number. The damage information of the automobile  103  is also posted to any affiliated source, such as one or more body shops  803 , or one or more salvage yards  811 . In one embodiment, the data may be posted for free to solicit bids from any body shops  803  and/or salvage yards  811  interested in either repairing the damaged automobile  103  or retrieving it for scrap. It is noted that the body shops  803  are further associated with paint shops  805 , parts departments  807  and/or labor and services  809 . 
         [0036]    In another embodiment, a plurality of body shops  803  and/or salvage yards  811  are affiliated with the insurer and may be notified via e-mail or the like of the accident. The data is posted via the communication network  111  to the affiliated entities, such as the body shops  803  and/or salvage yards  811 , which may then submit bids. The insured  105  may monitor any bid(s) submitted by body shops  803  and/or salvage yards  811  and select any one of choice. In the insured industry, it is the responsibility of the insured  105  to select the body shop to repair the damaged automobile  103  or otherwise to sell the damaged automobile  103 , such as to a salvage yard or the like. The auction system  800  provides a convenient system for the insured  105  to identify and select a particular body shop  803  or salvage yarn.  811  to handle the damaged automobile  103 . Of course, the insured  105  may optionally choose to select alternative body shops or salvage yards at his or her discretion. 
         [0037]    The data and accident information posted by the insurer site  113  may further be of interest to other parties who desire to pay for such information. For example, automobile manufacturers  815  may desire the information for use in improvements to subsequent automobile manufacturer. The National Highway Transportation Safety Association (NHTSA)  817  may further desire to purchase the data to collect aggregate statistics on automobile accidents. Of course, any other auto related entity  813  may purchase the data for various other reasons.