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

See all articles by Corry van Zeeland

Corry van Zeeland

Tilburg University - TISCO

Ronald E. Leenes

Tilburg Institute for Law, Technology, and Society; Tilburg Law School; Tilburg University

Jelle van Veenen

Tilburg Institute for Interdisciplinary Studies of Civil Law and Conflict Resolution Systems (TISCO)

Janneke van der Linden

Tilburg University

Abstract

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

van Zeeland, Corry and Leenes, Ronald E. and van Veenen, Jelle and van der Linden, Janneke, Handling Personal Injury Claims - PICE. Legal Knowledge and Information Systems - JURIX 2006: The Nineteenth Annual Conference, IOS Press Amsterdam 2006. Available at SSRN: https://ssrn.com/abstract=948610

Corry Van Zeeland (Contact Author)

Tilburg University - TISCO ( email )

P.O.Box 90153
NL-5000 LE Tilburg
Netherlands
0031-134662856 (Phone)
0031-134662323 (Fax)

HOME PAGE: http://www.uvt.nl/webwijs/show/?uid=c.m.c.vanzeeland

Ronald E. Leenes

Tilburg Institute for Law, Technology, and Society

NL-5000 LE Tilburg
Netherlands

Tilburg Law School ( email )

Tilburg, 5000 LE
Netherlands

Tilburg University ( email )

P.O. Box 90153
Tilburg, DC 5000 LE
Netherlands

Jelle Van Veenen

Tilburg Institute for Interdisciplinary Studies of Civil Law and Conflict Resolution Systems (TISCO) ( email )

Warandelaan 2
P.O. Box 90153
Tilburg, 5000 LE
Netherlands

HOME PAGE: http://jellevanveenen.nl

Janneke Van der Linden

Tilburg University ( email )

P.O. Box 90153
Tilburg, DC 5000 LE
Netherlands

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