Handling Personal Injury Claims - PICE
Legal Knowledge and Information Systems - JURIX 2006: The Nineteenth Annual Conference, IOS Press Amsterdam 2006
10 Pages Posted: 15 Apr 2007
The handling of complex Personal Injury Claims is a complicated, confusing, challenging, and sometimes nasty procedure. This paper describes a project in which all relevant stakeholders collaborate to improve the procedure by establishing a Code of Conduct, the core ideas of which are implemented in a web application, PICE - Personal Injury Claims Express.
The PICE application is an Online Dispute Resolution (ODR) system that facilitates communication between al parties that are involved in handling the claim. The represenatives of the victim and of the insurance company discuss all relevant issues through the application, and the victim can monitor this discussion. This is supposed to increase pressure on the representatives to handle the case quick and in a respectful manner. Furthermore, it increases the feeling of involvement of the victim. The victim can express his concerns in a dedicated area.
Further design features that should promote an integratiev dispute resolution process are dialogue structures that are used to improve communication between the representatives, and tools for planning the process. The PICE application was developped for a pilot project and has been used in a number of cases. Some results were gathered.
Keywords: Ai and law, Online Dispute Resolution, ODR, integrative negotiation, Dialogue System, Application, Insurance
JEL Classification: D70, D74, K13, K40
Suggested Citation: Suggested Citation