Note: Descriptions are shown in the official language in which they were submitted.
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Methods and Systems for Submitting and/or
Processing Insurance Claims for Damaged Motor
Vehicle Glass
CROSS REFERENCE TO RELATED APPLICATION
This application claims priority to U.S. Patent Application Serial
No. 17/198,114 filed March 10, 2021, which is a continuation-in-part of
U.S. Patent Application Serial No. 17/016,097 filed September 9, 2020,
entitled "Methods and Systems for Submitting and/or Processing
Insurance Claims for Damaged Motor Vehicle Glass", which claims
priority to and the benefit of U.S. Provisional Patent Application Serial
No. 62/897,746 filed September 9, 2019, entitled "Methods and
Systems for Submitting and/or Processing Insurance Claims for
Damaged Motor Vehicle Glass", the entirety of each of which is
incorporated by reference herein.
TECHNICAL FIELD
The present disclosure relates to systems and methods for
submitting and processing insurance claims, and more particularly to
systems and methods for submitting and processing insurance claims
for damaged motor vehicle glass.
BACKGROUND
When motor vehicle glass such as windshields are damaged, they
are typically covered by insurance, and because they are covered by
insurance, this necessitates the submission of a claim for insurance
coverage. Currently, this can be done by having an insurance adjuster
come out and look at your motor vehicle, or taking your motor vehicle
in to an adjuster. This can require considerable time and effort, and
slow the process of eventually getting your glass fixed through repair
or replacement. The present disclosure provides automated methods
and systems for submitting and/or processing an insurance claim for
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damaged motor vehicle glass. The methods can provide for greater
efficiency and processing.
SUMMARY
Methods for submitting and/or processing insurance claims for
damaged motor vehicle glass are provided that can include: receiving
a plurality of images associated with motor vehicle glass at processing
circuitry; performing image processing operations on each of the
plurality of images to determine one or more of glass damage, glass
type, and/or claim fraud; and submitting an insurance claim for glass
repair or replacement based on the glass type or damage, or flagging
the claim as fraud.
The present disclosure also provides a non-transitory computer
readable storing instruction that when executed by a processor, causes
a computer system to perform the following method. The method can
include: prompting a user for initial claim submission information;
prompting the user for a plurality of images of portions of motor vehicle
glass; performing image processing operations on each of the plurality
of images to train the computer system, determine one or more of glass
damage, glass type, and/or claim fraud; and one of submit or reject an
insurance claim for motor vehicle glass repair or replacement.
The present disclosure also provides a non-transitory computer-
readable storage medium storing instruction that, when executed by a
processor, causes a computer system to perform the following method:
prompt a user for vehicle glass vendor information; process the
information to determine if the user is in possession of the vehicle
and/or whether the glass of the vehicle needs to be repaired or
replaced; if the user is in possession of the vehicle and a replacement
is determined, the user is: prompted for the VIN number of the vehicle;
and the VIN number is processed through third party data to determine
the required part numbers; if the user is not in possession of the
vehicle, the user is: prompted for the VIN number of the vehicle;
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prompted for photos of the vehicle, vehicle glass, and damaged
portions, the captured photos are proceed to determine repair or
replace; if replace, the VIN number is processed through third party
data to determine the required part numbers; and if repair, the method
ends.
DRAWINGS
Embodiments of the disclosure are described below with
reference to the following accompanying drawings.
Fig. 1 is a representation of motor vehicle glass having a long
crack and a chip therein.
Fig. 2 is an example method according to an embodiment of the
disclosure.
Fig. 3 is a representation of a process flow according to an
embodiment of the disclosure.
Fig. 4A is a represented portion of an overall method as part of a
system for automatically generating and/or processing insurance
claims.
Fig. 4B is a represented portion of an overall method as part of a
system for automatically generating and/or processing insurance
claims.
Fig. 4C is a represented portion of an overall method as part of a
system for automatically generating and/or processing insurance
claims.
Fig. 4D is a represented portion of an overall method as part of a
system for automatically generating and/or processing insurance
claims.
Fig. 4E is an example interface prompt for a use according to an
embodiment of the disclosure.
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Fig. 4F is a represented portion of an overall method as part of a
system for automatically generating and/or processing insurance
claims
Fig. 5A is a more detailed portion of the system and/or methods
shown in Fig. 4.
Fig. 5B is a depiction of motor vehicle glass image registration
according to an embodiment of the disclosure.
Fig. 5C is a depiction of motor vehicle identification points
according to an embodiment of the disclosure.
Fig. 5D is a depiction of a particular motor vehicle highlighting a
specific motor vehicle tag.
Fig. 5E is a depiction of motor vehicle Drivers Primary Viewing
Area (DPVA) according to an embodiment of the disclosure.
Fig. 5F is a depiction of an overview to be altered by touching the
screen to indicate the location of the damage.
Fig. 6 is a depiction of a car windshield having at least two
portions.
Fig. 7A is a depiction of a car windshield having at least 9
portions, with each of the portions having a unique identifier.
Fig. 7B is a depiction of the altered overview (Fig.5F) with
identifiers upon a windshield according to an embodiment of the
disclosure.
Fig. 8 is portion 4 of Fig. 7A.
Fig. 9 is portion 3 of Fig. 7A.
Fig. 10A is portion 3, 6 or 9 of Fig. 7A.
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Fig. 10B is a depiction of an example glass identifier according
to an embodiment of the disclosure.
Figs. 11A-11F are depictions of different forms of damaged motor
vehicle glass breaks.
Figs. 12A-12B are more detailed portions of the overall system
and method shown in Figs. 4A-4E.
Fig. 13 is a more detailed representation of the overall system
shown in Figs 4A-4E.
Fig. 14 is an even more in-depth depiction of the overall system
and methods shown in Figs. 4A-4E.
Fig. 15 is a depiction of a group of portions of motor vehicle glass
according to an embodiment of the disclosure.
Fig. 16 is a depiction of image augmentation according to an
embodiment of the disclosure.
Fig. 17 is another depiction of image augmentation according to
an embodiment of the disclosure.
Figs. 18A-18D are depictions of image augmentation according
to an embodiment of the disclosure.
Fig. 19 is a depiction of an additional method or system that can
be used in combination with the method or systems of the present
disclosure according to an embodiment of the disclosure.
DESCRIPTION
The present disclosure will be described with reference to Figs.
1-19. Referring first to Fig. 1, example motor vehicle glass 10 is shown
that includes a chip 12 as well as a crack 14. Glass 10 can include
multiple chips and/or multiple cracks. Glass 10 can be a windshield of
a motor vehicle for example and it may or may not be constructed of
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Silicon. Glass 10 can also be a primarily polymeric construction such
as a laminate. As can be seen, the crack extends a distance across
the glass, and there is a single chip. The chip can be any one of a
number of types of chips and occupy any place on the motor vehicle
glass. Accordingly, the glass 10 of Fig. 1 is damaged; hence it is
designated as prior art.
Referring next to Fig. 2, an overall system is shown that includes
a user 16 operating an image capturing device or camera 18. This
image capturing device or camera 18 can be any form of electronic
image capturing device. It is not necessary that the image capturing
device be a person digital assistant or cell phone, or even a tablet or
other form of computer. It need not have a plethora of processing
circuitry ability; the only requirement is that it is able to capture images.
Accordingly, the device 18 can have at least some processing circuitry,
at least a sufficient configuration to capture, store, and/or transfer one
or more images. The image(s) captured utilizing camera 18 can be then
transferred or uploaded to processing circuitry 20, which includes a
database 22 operably coupled to software 24 and hardware 26. In
accordance with example configurations, images can be captured and
processed on the same or multiple devices connected via wire or
wirelessly. The images may also be processed using cloud-based
storage and/or processing software.
In accordance with example implementations, the images can be
captured by following prompts or directions from an application on the
computing device such as a tablet or smart phone having processing
circuitry and a camera. These prompts or directions can specify the
image to be captured and the order in which the images are captured,
for example. As described in more detail in the following description,
not only can the system prompt the capture of automobile glass,
specific portions of automobile glass, but also specific portions of the
automobile, such as, for example, specific section of the automobile
glass, automobile identifiers, glass identifiers, license plates.
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The processing circuitry can include personal computing system
that includes a computer processing unit that can include one or more
microprocessors, one or more support circuits, circuits that include
power supplies, clocks, input/output interfaces, circuitry, and the like.
Generally, all computer processing units described herein can be of the
same general type. Application Platform Interface (API) that allows
communication between different software applications in the system.
The memory can include random access memory, read only memory,
removable disc memory, flash memory, and various combinations of
these types of memory. The memory can be referred to as a main
memory and be part of a cache memory or buffer memory. The memory
can store various software packages and components such as an
operating system.
The computing system may also include a web server that can be
of any type of computing device adapted to distribute data and process
data requests. The web server can be configured to execute system
application software such as the reminder schedule software,
databases, electronic mail, and the like. The memory of the web server
can include system application interfaces for interacting with users and
one or more third party applications. Computer systems of the present
disclosure can be standalone or work in combination with other servers
and other computer systems that can be utilized, for example, with
larger corporate systems such as financial institutions, insurance
providers, and/or software support providers. The system is not limited
to a specific operating system but may be adapted to run on multiple
operating systems such as, for example, Linux and/or Microsoft
Windows. The computing system can be coupled to a server and this
server can be located on the same site as the computer system or at a
remote location, for example.
In accordance with example implementations, these processes
may be utilized in connection with the processing circuitry described.
The processes may use software and/or hardware of the following
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combinations or types. For example, with respect to server-
side
languages, the circuitry may use Java, Python, PHP, .NET, Ruby,
JavaScript, or Dart, for example. Some other types of servers that the
systems may use include Apache/PHP, .NET, Ruby, NodeJS, Java,
and/or Python. Databases that may be utilized are Oracle, MySQL,
SQL, NoSQL, or SQLite (for Mobile). Client-side languages that may
be used, this would be the user side languages, for example, are ASM,
C, C++, C#, Java, Objective-C, Swift, ActionScript/Adobe AIR, or
JavaScript/HTML5. Communications between the server and client
may be utilized using TCP/UDP Socket based connections, for
example, as Third-Party data network services that may be used
include GSM, LTE, HSPA, UMTS, CDMA, WiMAX, WIFI, Cable, and
DSL. The hardware platforms that may be utilized within processing
circuitry include embedded systems such as (Raspberry PI/Arduino),
(Android, i0S, Windows Mobile) ¨ phones and/or tablets, or any
embedded system using these operating systems, i.e., cars, watches,
glasses, headphones, augmented reality wear etc., or
desktops/laptops/hybrids (Mac, Windows, Linux). The architectures
that may be utilized for software and hardware interfaces include x86
(including x86-64), or ARM.
The systems and/or processing circuitry 20 of the present
disclosure can include a server or cluster of servers, one or more
devices 18, additional computing devices, several network connections
linking devices 18 to server(s) including the network connections, one
or more databases 22, and a network connection between the server
and the additional computing devices, such as those devices that may
be linked to an adjuster.
Device 18 and/or processing circuitry 20 and/or plurality of
devices 18 and the additional computing device can be any type of
communication devices that support network communication, including
a telephone, a mobile phone, a smart phone, a personal computer, a
laptop computer, a smart watch, a personal digital assistant (PDA), a
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wearable or embedded digital device(s), a network-connected vehicle,
etc. In some embodiments, the devices 18 and the computing device
can support multiple types of networks. For example, the devices 18
and the computing device may have wired or wireless network
connectivity using IP (Internet Protocol) or may have mobile network
connectivity allowing over cellular and data networks.
The various networks may take the form of multiple network
topologies. For example, networks can include wireless and/or wired
networks. Networks can link the server and the devices 18. Networks
can include infrastructure that support the links necessary for data
communication between at least one device 18 and a server. Networks
may include a cell tower, base station, and switching network as well
as cloud-based networks.
As described in greater detail herein, devices 18 can be used to
capture one or more images of damaged glass. The images are
transmitted over a network connection to a server. The server can
process the images to assess damage, obtain information to assist with
determination of repair costs, process a claim, detect fraud, and/or train
the system to better review future images. The features can be
transmitted over network connection to another computer device for
approval or adjustment.
In accordance with example implementations, device 18 can have
the following functional components; one or more processors, memory,
network interfaces, storage devices, power source, one or more output
devices, one or more input devices, and software modules--operating
the system and a motor vehicle glass claims application--stored in
memory. The software modules can be provided as being contained in
memory, but in certain embodiments, the software modules can be
contained in storage devices or a combination of memory and storage
devices. Each of the components including the processor, memory,
network interfaces, storage devices, power source, output devices,
input devices, operating system, the network monitor, and the data
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collector can be interconnected physically, communicatively, and/or
operatively for inter-component communications.
The processor can be configured to implement functionality
and/or process instructions for execution within device 18.
For
example, the processor can execute instructions stored in the memory
or instructions stored on a storage device. Memory can be a non-
transient, computer-readable storage medium, and configured to store
information within device 18 during operation. In some embodiments,
memory can include a temporary memory, an area for information not
to be maintained when the device 18 is turned off. Examples of such
temporary memory include volatile memories such as Random Access
Memory (RAM), dynamic random access memories (DRAM), and Static
Random Access Memory (SRAM). Memory can also maintain program
instructions for execution by the processor.
Device 18 can also include one or more non-transient computer-
readable storage media. The storage device can be generally
configured to store larger amounts of information than memory. The
storage device can further be configured for long-term storage of
information. In some embodiments, the storage device can include
non-volatile storage elements. Non-limiting examples of non-volatile
storage elements include magnetic hard discs, optical discs, floppy
discs, flash memories, or forms of electrically programmable memories
(EPROM) or electrically erasable and programmable (EEPROM)
memories.
Device 18 can use network interfaces to communicate with
external devices or server(s) via one or more networks, and other types
of networks through which a communication with the device 18 may be
established. Network interfaces may be a network interface card, such
as an Ethernet card, an optical transceiver, a radio frequency
transceiver, or any other type of device that can send and receive
information. Other non-limiting examples of network interfaces include
Bluetooth, 3G LTE and Wi-Fi radios in client computing devices, and
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Universal Serial Bus (USB). In specific implementations, device 18 may
not have access to an entirety of the system. For example, the system
will have a database that includes a myriad of captured as well as
generated images and certain implementations will not allow access to
these images by the prompted operator.
Device 18 can include one or more power sources to provide
power to the device. Non-limiting examples of power sources can
include single-use power sources, rechargeable power sources, and/or
power sources developed from nickel-cadmium, lithium-ion, or other
suitable material.
One or more output devices can also be included in device 18.
Output devices can be configured to provide output to a user using
tactile, audio, and/or video stimuli. Output devices can include a
display screen (part of the presence-sensitive screen), a sound card, a
video graphics adapter card, or any other type of device for converting
a signal into an appropriate form understandable to humans or
machines. Additional examples of output devices can include a speaker
such as headphones, a Cathode Ray Tube (CRT) monitor, a Liquid
Crystal Display (LCD), or any other type of device that can generate
intelligible output to a user.
Device 18 can include one or more input devices. Input devices
can be configured to receive input from a user or a surrounding
environment of the user through tactile, audio, and/or video feedback.
Non-limiting examples of input devices can include a photo and video
camera, presence-sensitive screen, a mouse, a keyboard, a voice
responsive system, microphone or any other type of input device. In
some examples, a presence-sensitive screen includes a touch-
sensitive screen.
Device 18 can include an operating system. The operating
system can control operations of the components of the device 18. For
example, the operating system can facilitate the interaction of the
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processors, memory, network interface, storage device(s), input device,
output device, and power source.
Device 18 can be configured to use a claims application to
capture one or more images of damaged glass. In some embodiments,
the claims application may guide a user of device 18 as to which views
should be captured. In some embodiments, the claims application can
interface with and receive inputs from a GPS transceiver and/or
accelerometer.
The servers can be at least one computing machine that can
assess and accurately identify vehicle glass repair, replacement or a
no damage disposition, glass part number, ADAS calibration
requirements and supported moldings required based on images
provided from device 18. The server can have access to one or more
databases and other facilities that provide the features described
herein.
Servers, according to certain aspects of the disclosure can
include one or more processors, memory, network interface(s), storage
device(s), and software modules¨image processing engines, damage
estimation engines, and database query and edit engines can be stored
in the memory. The software modules are provided as being stored in
memory, but in certain embodiments, the software modules are stored
in storage devices or a combination of memory and storage devices. In
certain embodiments, each of the components including the
processor(s), memory, network interface(s), storage device(s), media
manager, connection service router, data organizer, and database
editor are interconnected physically, communicatively, and/or
operatively for inter-component communications.
Processor(s), analogous to processor(s) in device 18, can be
configured to implement functionality and/or process instructions for
execution within the server. For example, processor(s) can execute
instructions stored in memory or instructions stored on storage devices.
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Memory, which may be a non-transient, computer-readable storage
medium, is configured to store information within the server during
operation.
In some embodiments, memory includes a temporary
memory, i.e., an area for information not to be maintained when the
server is turned off. Examples of such temporary memory include
volatile memories such as Random Access Memory (RAM), dynamic
random access memories (DRAM), and Static Random Access
Memories (SRAM). Memory also maintains program instructions for
execution by processor(s).
The server uses network interface(s) to communicate with
external devices via one or more networks. Such networks may also
include one or more wireless networks, wired networks, fiber optics
networks, and other types of networks through which communication
between the server and an external device may be established.
Network interface(s) may be a network interface card, such as an
Ethernet card, an optical transceiver, a radio frequency transceiver, or
any other type of device that can send and receive information.
Storage devices of the processing circuitry of the present
disclosure can be provided as part of a server to include one or more
non-transient computer-readable storage media. Storage devices are
generally configured to store larger amounts of information than
memory. Storage devices can be configured for long-term storage of
information. In some examples, storage devices can include non-
volatile storage elements. Examples of non-volatile storage elements
can include, but are not limited to, magnetic hard discs, optical discs,
floppy discs, flash memories, resistive memories, or forms of
electrically programmable memory (EPROM) or electrically erasable
and programmable (EEPROM) memory.
Servers can include instructions that implement an image
processing engine configured to receive images of damaged glass from
one or more devices 18 and perform image processing on the images.
The server can further include instructions that implement a damage
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estimation engine that receives the images processed by the image
processing engine and, in conjunction with a database query an edit
engine that has access to a database storing parts and labor costs,
calculates an estimate for repair or replacement of the damaged motor
vehicle glass.
Accordingly, user 16 can prepare or capture a plurality of images
of motor vehicle glass 10, and these images can be uploaded to
processing circuitry 20, and this processing circuitry can operate in
accordance with the methods and systems disclosed herein, including
interacting with a third-party processing circuitry 28 to process a claim
30.
Referring next to Fig. 3, processing circuitry 20 and methods used
therein can include generally three method components that operate in
most circumstances together to process claim 30. This module 32 can
include module 34 that can acquire information for first notice of loss;
module 36, which is machine learning and training, and module 38,
which is fraud detection.
Module 34 is entitled "FNOL" (First Notice of Loss) can be filed
using but not limited to a carrier web site, carrier app, or NCS
interactive voice response system, for example. Additionally, the FNOL
can be acquired using TPA as method and the NCS APP may interface
with an insurance carrier's system. Accordingly, during First Notice of
Loss, there is a series of proprietary questions; a "survey" can be
initiated, including but not limited to: "Are you aware a claim has been
filed on your policy?" "Did you notice the damage, or did a glass shop
employee point it out?" "Has the work been done?" "If yes, why did the
shop proceed without authorization?" Then, a description of the
damages is requested; appearance, size, and quantity. Each filing of
the FNOL method can utilize security features as part of the claim
reporting process, including personal identification number,
authorization, claim number, policy number and insured, multi-factor
authorization to access policy information to avoid claim recycling
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(refiling claims within 180 days or per carrier specific guidelines) and
verification of claim. Once the claim has been verified, the methods of
the present disclosure can prompt the insured for required photos,
including but not limited to those photos requested as will be described
below. The Machine Learning and Training module 36 can utilize the
information gained regarding specifics of a specific claimant, specifics
of a specific car, specifics relating to glass type; also the Machine
Learning and Training module 36 can utilize images acquired to
determine the presence of a repairable chip; the presence of a
repairable crack; or the presence of a chip and/or crack that cannot be
repaired and requires glass replacement. Module 36 can be considered
an artificial intelligence module. For example, the module can be
software that includes and/or applies a set or sets of business rules
that are used to develop and train fraud models and/or glass damage
models under supervised learning. For example, models can be
customized to detect fraud via prediction models that are monitored
based on pre-defined business rules including but not limited to vehicle
type, damage reported, vehicle location, owner of the vehicle and
coverage type etc., as will be detailed herein. Also, the module can be
configured to apply these same learning techniques to image capture
and/or augmentation that is used to initiate vehicle glass damage
identification and/or repair determination. For example, the preparation
of additional images from single images of damage and the comparison
of those images to image rules. The image rules including but not
limited to previously categorized images of window damage.
Machine Learning module or Al 36 can be configured to utilize or
incorporate Deepomatic's TensorFlow (See, for example
Deepomatic.com and/or tensorflow_org) image recognition technology
for image recognition and/or analysis.
This image recognition can
capture the glass morphology and structural damage, for example. In
accordance with example implementations, computer vision can be
used to prepare extracts of glass damage information that describes
the morphology and structure of glass damage via tagging tasks that
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provide for labeling of specific features (size and shape) of a given
image. Classification of a given image can be based on specific
detection tasks that are tied to pixel-level precision for image
detection. Detection is followed with segmentation into pre-defined
glass damage buckets based on ROLAGS standards.
Accordingly, module 32 also includes Fraud Detection module 38.
Fraud Detection module 38 can include classification logic, which
identifies correlations of various physical, vision, computing and data
parameters to determine indicators of fraud. This module can proceed
to either alert, reject, or pass or accept the claim per predefined
requirements that improve over time with data collection and utilizing
machine learning in accordance with module 36. Fraud Detection
module 38 can run concurrently with the systems and methods herein,
by cross-referencing photo indications with information gathered by
third-party vendors 28, including but not limited to Chrome Data,
Carfax, Comp9, NAGS, etc., to identify characteristics including but not
limited to Image Related Parameters, for example: color of vehicle
different between photos; interior is a different color between photos;
lighting is different from photo to photo; photos show vehicle inside a
structure, then outside; shade band in some photos and not in others;
frit band different from photo to photo; stickers showing in some photos
and not in others; surroundings different photo to photo; photos
identified to be from library or photo from the internet; as well as Vehicle
Information, such as: glass LOGO doesn't match the type of vehicle;
date and time stamp off; date and time stamp before Date of Loss
(D.O.L.); geo tag is on some photos and not on others, geo tag is off;
geo tag greater than a predefined number of miles from insured's
address; photos from different phone number than that of the
policyholder, for example.
Referring next to Figs. 4A-4E, an example overall method is
shown as part of a system for submitting an insurance claim for the
damaged motor vehicle glass in Figs. 4A-4E. Clearly this overall
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method is too large to be printed on a single sheet as a diagram,
therefore, it is provided in components. First, we will address the steps
in Fig. 4A. In step 40, a software application or "app" is initiated by the
user. This could be a non-transitory computer readable storage
medium storing instruction that executes a prompt for the user to initial
claim submission information. In accordance with example
implementations, this processing can include a mobile device
registering sequence. This can be a requirement to register a "mobile
number" with the system to obtain a unique ID registration code for the
user. In this system, the next step 42, the claim submission information
can be web initiated or initiated through a website or via cloud based
system. In step 44, the carrier or third-party agent can be initiated, and
then in step 45, an automated phone system can be initiated. At step
34, the First Notice of Loss module is initiated or entered. From there,
in step 46 there is an inspection protocol, and following from that
inspection protocol can be a proof of loss concept 48, and then a photo
request that also provides from inspection protocol 50. Additionally,
these steps as well as other steps in the system can be completed with
Ul/UX tools that guide a user the methods and/or systems. For
example, image guidance, instruction guidance, voice guidance, video
guidance, video tools, FAQ pages, and/or a Chat Bot.
Referring next to Fig. 4B, upon completing step 48 for the proof
of loss, a vehicle identification and policy coverage deductible can be
entered by the user at 52 and third-party data is acquired at 54. Third-
party data acquisition can include a VIN decode, NAGS part information
including labor kits and molding, or ADAS manufacturer calibration
guidelines in 56, 58, and 60. From there, a decision regarding the
presence or absence of an ADAS component can be made at 61 and
from there a type of glass decision can be made at 63 and rendered by
the system. Entering the third party data 54 is not always performed.
For example, where glass does not need to be replaced, but can be
repaired, third party data processing 54 can be by passed and the
system can proceed to the methods of Fig. 4D. Accordingly, not all
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VIN's received by the system necessarily enter third party data
processing 54. This determination can be made during the processing
of step 74. For example, during Al determination, repair or replace can
be determined. If repair, then step 53 allows third party data step 54 to
be bypassed. If replace, then step 53 can require third party data step
54 processing.
Referring next to Fig. 4C, from step 80 (Fig. 4D), either or both of
fraud detection or photo failure can be made to proceed to failure photo
step 68 and/or fraud detection 70. Accordingly, there is a failure photo
decision at 68 that can include a part of a fraud detection component
70, which is at least one part of the link between the FNOL fraud
detection component and the machine learning component. From
there, during this acquisition, a determination can be made whether the
photos are sufficient or not at a decision 64 (requiring technical
assistance), and if necessary, technical support can be provided at 66.
Automated prompts can be given by the system for the acquisition of
photos at step 62 and a return to photo request at step 50 of Fig. 4A.
Referring next to Fig. 4D, an example machine learning system
is described with reference to the damaged motor vehicle glass claim
submission systems and methods of the present disclosure.
Accordingly, after step 50, the photos can be provided to a machine
learning at step 72. The photos include, but are not limited to, as will
be described later, the glass ID, ADAS camera, the VIN number, the
glass overview with indicators 500 or 700, see for example, Fig. 5E
and/or Fig. 7B, close up measured photo of each damaged area,
mileage, and vehicle capture information such as images of the four
corners of the vehicle and/or rear of vehicle including license plate.
Prior to proceeding to step 74, upload failures where photos were
captured by the user, but failed to be received by the system for
processing prior to step 74, can be validated and retried through a job
batch scheduling method at step 73 that operates when system
capacity is favorable. In accordance with example implementations,
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photos can be requested in step 50 and provided, however, the photos
acquired in step 72 failed to upload for processing in 74. For example,
cameras placed within about 10 inches from the glass when capturing
images have proven effective to provide the images, but these images
may fail to be uploaded. Accordingly, the uploading of these photos
can be attempted again at step 73.
Proceeding next to step 74, motor vehicle glass can be analyzed
for count of damage areas, classify each damaged area, measure size
of each damaged area, and an Al determination of repair, replacement
or wear & tear. For example, a measured photo can include, but is not
limited to, the inclusion of certain known reference materials, such as
currency, ruler, any other objective reference matter. During this step,
the images, particularly the images of the damaged glass can be
augmented. For example, an overview image can be taken such as
Fig. 5F. The glass itself can be augmented with physical markers such
as the adhesive tags 500 shown in Fig. 5E. The system can be
configured to recognize these tags by color or oddity (for example, they
don't belong) and zoom in to these portions creating images for
processing. Alternatively, the glass can be digitally augmented in
accordance with Fig. 7B, wherein the user displays the image on an
interface then touches or marks the image at the location of the damage
700. The marked or augmented image can then be processed focusing
on the marked or augmented portions.
Additionally, upon completion of the Al determination of the steps
of 74, a threshold for using third party data can be established.
Accordingly, where the Al determination is to "replace", the system can
proceed between 52 to 54 of Fig. 4B. Where the Al determination does
not include a "replace" conclusion, the system may not access or use
third party data at step 53.
Following step 74 can be step 75, which includes VIN number and
glass ID, whether or not the glass ID matches the VIN number, and
whether or not the VIN number indicates the presence or absence of
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an ADAS and/or whether or not the VIN number matches the VIN
number submitted by the user. Referring next to step 77, the Unrelated
Prior Damage (U PD) or commercial use can be determined, and vehicle
capture information such as the four corners of the motor vehicle or
rear and/or vehicle including license plate can be captured information
in step 78. This information can be provided to the fraud detection
determination in step 80 referenced in Fig.12A-12B.
Additionally, step 79 customer effort survey can provide feedback
on tools used for Ul "User Interface" / UX "User Experience" for example
Image Guidance, Instructional Guidance, Voice Guidance, Video Tools,
FAQ Information and Chat Bot. Questions for example; Was it Easy to
Retrieve APP, Ease of Login & Registration Process, Was APP easy to
Navigate, and Option to send additional Survey Request. Subject
matter of 74, 75, 77 and/or 79 can be used in decision step 80, and
example prompt screen for which is shown in Fig. 4E.
Referring next to Fig. 4F, a determination of fraud detection is
made in step 82 after Al determination of pass in step 81, and this
decision can determine repairable in 83 or replace in 84, or no damage
in 85. This can be done on an autoglass-by-autoglass basis, or on a
photo-by-photo basis.
If there is a replacement window, NAGS
identified part and calibration requirements can be sent to the vendor
in 86. If there is no damage, then the claim is sent back to the carrier
in 87. If there is a replace or repairable determination, a work order is
generated and released in 88.
Referring next to Fig. 5A, an example method of the first notice
of loss is described in more detail or with reference to another example
implementation, wherein an interface 100 can include as described
herein a camera or a personal digital assistant or cell phone or laptop
computer, for example. Survey questions are initiated to the user in
step 102, and security information is initiated to the user in step 104.
The system prompts the user to capture images as described in step
72 of Fig. 4D. Referring to Fig. 5B, an example depiction of VIN # image
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registration is shown. In accordance with example implementations a
user can launch an NCS VIN scanner Application. The NCS VIN
scanner Application utilizes a barcode reader, OR code reader and
includes a built-in OCR text reader with autofocus. The Mobile APP
can prompt the user to align the vehicle VIN within a rendered bracket
frame as shown. VIN registration can be completed after alignment and
autofocus criteria are met.
In accordance with additional
implementations, and with reference to Fig. 5C, the user can acquire a
VIN# image. An example VIN# image is shown in Fig. 5D. The system
can use this image to identify the year, make, model of vehicle, build
features and part selection.
Referring to Fig. 5E an example motor vehicle Drivers Primary
Viewing Area (DPVA) is shown.
In accordance with example
implementations, a user can launch an NCS windshield photo
Application which launches a windshield image capture Mobile APP.
The NCS windshield Mobile APP can prompt the user to align the motor
vehicle glass image within a rendered frame as shown. Motor vehicle
Drivers Primary Viewing Area (DPVA) is complete after alignment and
autofocus criteria are met. In accordance with another implementation,
and with reference to Fig. 5F, an NCS APP photo of an overview to be
altered by touching the screen to indicate the location of the damage.
Accordingly, and with reference to Fig. 6, the windshield 10 can
be divided into portions, for example, A and B at the very least, but
these portions are commensurate with the prompting of portions by the
systems and methods of the present disclosure.
Referring to Fig. 7A, an even more detailed depiction of portions
10A and 10B is shown wherein there are 9 portions, each of the 9
portions having a specific designation. Accordingly, within these
"damage zones" the system can request that you enter each of these
pictured portions in the designated order in order to place them with the
proper identifier. Referring to Fig 7B, identifiers are placed manually or
are created electronically via the Mobile APP touch screen process to
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identify damages. The identifiers are placed manually or are created
electronically via the Mobile APP touch screen to identify areas of
damage.
Accordingly, and with reference to Fig. 8, portion 4 in Fig.7A may
include a depiction of an ADAS 112. A portion 3 in Fig.7A can include
VIN 114 as shown in Fig. 9. A portion 3, 6 or 9 in Fig.7A, can include
glass ID 116 as shown in Figs. 10A and 10B.
In accordance with example implementations, and with reference
to Figs. 11A-11E, example windshield chips are shown, with Fig. 11A
representing a half moon chip of the size shown; Fig. 11B representing
a star chip of the size shown; Fig. 11C representing a bullseye chip of
the size shown; Fig. 11D showing a combo chip of the size shown, and
Fig. 11E showing a batwing chip of the size shown; and Fig. 11F
showing a crack of the size shown. Accordingly, and with reference to
Figs. 12A and 12B, a more detailed example of fraud detection is
shown, wherein the instances are weighed to determine whether or not
fraud exists, and each of these instances or inconsistencies can be
given a certain weight, and then totaled, and this totaled weight can be
given an amount that is either above or below the fraud threshold.
Accordingly, in step 200, details are received, and in step 202, the
individual details are processed.
In step 204, the vehicle color is
compared between the photos and in 206, the vehicle interior color is
compared between the photos. The lighting of the photos is compared
for consistency in 208; the setting of or pose of the motor vehicle,
particularly the windshield, is compared in 210; the presence of shade
bands in the photographs is compared in 212; the frit band associated
with the photographs is compared in 214; and the stickers across the
different portions of the photographs are compared in 216. The
surroundings to the vehicle are compared in 218; historical photos of
the vehicle, if available, are compared in 220; and the windshield logo,
if any, is compared with that which should exist in 224; and the date
and time stamp of the photos is compared in 226, for example.
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With reference to Figs. 12B, continuing on, the GEO tag of the
photos is compared in 228, and whether or not the GEO tag was on or
off is determined in 230. The GEO tag distance of a predetermined
number of miles from the insured's address in comparison to that of the
photos is made in 232, and a determination of whether the photos were
from different phone numbers is made in 234. Raw fraud counts are
made in 236, and if it achieves a threshold number in 238, then fraud
is determined in 240, or no fraud is determined in 242.
Referring next to Fig. 13, an example implementation of a
machine learning relating to the images is shown, wherein images are
received in step 300, and the damage classified in step 302 by the type
of break at 304, the size of the break in 306, the number of breaks per
image in 308, and the location of the breaks on the windshield itself in
310. This machine learning is done first with data augmentation at 312
(example implementations are described with reference to Figs. 5E and
7B), and then the system fits received data to model in 314 and
compared to the truth table as described, for example, in Figs 12A and
12B, at step 316, for a final disposition regarding fraud and/or
replacement or repair of the windshield at 318.
Referring next to Fig. 14, data augmentation example step 312 is
shown with an HPT driver or programming 320 preparing rotated image
at 322, flipped images at 324, and brightness or contrast changed
images at 326, and color jittering at 328.
In accordance with example implementations and with reference
to Fig. 15, as part of data augmentation, the images that are next to
each other, for example, 9,6, and 3 can have the perimeters associated
with those images, for example, perimeter 400 and 402, compared to
ensure that they are overlapping with existing images as part of fraud
detection.
Referring next to Fig. 16, an example image, in this case 6 can
be rotated or flipped as part of data augmentation to create additional
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images 404, 406, 408, and 410. These images can be stored for later
use as representative of a certain chip 12.
With reference to Fig. 17, portion 6 with chip 12 can have color
uttering performed at 412 and/or brightness contrast changed to
produce additional images at 414.
Figs. 18A-18D show images that have been augmented such as
flipped, rotated, brightness/contrast changed, or color jittered, for
example. Finally, this information, along with additional information
shown below in the Table 1 can be included as part of the systems and
methods of the present disclosure. For example, additional details
relating to the size of the chip, the location of the chip can be entered
into the system and be part of the machine learning. This can provide
for additional efficiency in the system and method.
Table 1
Location YES NO
DPVA: (12" in See DPVA See
Other
width within Classification than
DPVA
the wiper Step Below
Classification
sweep) Step
Below
ADAS (Rear Replace See Other
View Mirror than
DPVA
Area
Classification
Step Below
DPVA (12 inches wide in wiper sweep)
Type Size Crush Zone YES NO
Bullseye chip 1" or less in 3/16ths inch Repair
Replace
diameter or less
Halfmoon chip 1" or less in 3/16ths inch Repair
Replace
diameter or less
Star chip 1" or less in 3/16ths inch Repair
Replace
diameter or less
Combo chip 1" or less in 3/16ths inch Repair
Replace
diameter or less
Batwing chip less than 6" in 3/16ths inch Repair
Replace
diameter or less
Multiple chips Greater than 4" 3/16ths inch Repair
Replace
between chips or less
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Other than DPVA: (Anywhere other than DPVA)
Type Size YES NO
Bullseye chip 1" or less in 3/8ths inch or Repair
Replace
diameter less
Halfmoon chip 1" or less in 3/8ths inch or Repair
Replace
diameter less
Star chip 3" in diameter 3/8ths inch or Repair
Replace
or less less
Combo chip 2" in diameter 3/8ths inch or Repair
Replace
or less less
Batwing chip less than 6" in 3/8ths inch or Repair
Replace
diameter less
Option Count YES NO
Option 1 1 Repair Replace
Option 2 Less than 2 Repair Replace
Option 3 Less than 3 Repair Replace
Option 4 Less than 4 Repair Replace
Option 5 Less than 5 Repair Replace
Option 6 Less than 6 Repair Replace
Option 7 Less than 7 Repair Replace
Option 8 Less than 8 Repair Replace
Option + Less than + Repair Replace
Referring next to Fig. 19, a third party vendors method and/or
system 500 is provided that can be used alone or in combination with
the methods and systems described herein is provided. At step 501 a
determination of glass vendor need is made. Where the vehicle is at
the glass vendor and repair rather than replacement is needed, the
method or system is completed. Where the vehicle is not at the glass
vendor and/or the vehicle is with the glass vendor and replacement is
needed, a glass work order is logged at, for example, using the
application at step 502. This application can use one or more of the
processing steps of Fig. 4A, such as 40, 42, 44, and/or 45.
Upon logging a work order at 502, a determination is made
regarding the glass vendor having the vehicle or not. If the glass
vendor has the vehicle the system can proceed to step 504, if not the
system can proceed to 505.
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The method or system can allow glass vendors to utilize the Al
application developed and maintained by the methods described herein
via at least two separate functions 504 or 505.
Where the vehicle is at the glass vendor or glass salesperson and
replacement is determined, at 511 access to the systems and/or
methods of the present disclosure can be granted via an application to
process the VIN (Vehicle Identification Number). After step 511, a
decision of repair or replace can be determined, and the VIN may be
processed at 512, match confirmed at 513, and part numbers provided
at 514. Accordingly, the system or method herein at Fig. 4B at steps
54-63 can process information (VIN, for example), access glass /
vehicle feature codes via third party applications, and provide accurate
parts via NAGS which will give the glass vendor results including glass
parts, type of glass, pricing, kits and molding requirements at 514, for
example.
Alternatively, where the vehicle is not at the glass vendor or
salesperson, at 505, the glass vendor can obtain permission via
communication with a system monitor, such as the system or method
owner or licensee. This permission can be requested at 505, via a text,
call, e-mail, instant message, etc., then granted or denied. When
granted, access authorization can be granted via a link or password as
for example at 506. The granted user, such as Vehicle owner can log
into the above system or method at step 507 and scan vehicle
information such as a bar or QR code or enters VIN into the system at
508. At step 509, the user can be prompted to or provide a series of
photos which are captured at 509, information is uploaded to the A.I. at
510 and then the method proceeds to the repair/replace decision.
Steps 508 and 509 can utilize the processing of step 50 as well as steps
72, 74, and/or 75.
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