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1 API overview The key business concepts
Citation preview
MYAXA API
Functional scope
2015/12/08
2
Summary
1. API resources and services overview
2. API services description
3. API resources definition
4. Roles of hypermedia links and digital services
1API overview
The key business concepts
4
API main resources
Digital account
Customer account
1..*
PolicyDocument
1..* 0..*
0..1
Customer advisor
1..*
Request0..*
0..*
0..*
Objective: one party = one digital account
Claim
Partners
0..*
0..*
5
Digital account: a set of credentials allowing a person to authenticate to AXA digital applications A person should have one digital account to access all his AXA customer accounts (Unique ID)
Customer account: a representation of a customer in an AXA entity information system The contacts points attached to a customer account are the phone, email or postal addresses
used by the advisor managing the account Because of system limitations, one person can have several customer account (for instance one
by insurance business lines or one by distribution network) In that case, the customer should define his default customer account: the corresponding name
and contact points will be used by default for the digital application
Customer advisor: a party (person or organization) in relation with the customer for the management of his AXA insurance policies
Can be an AXA employee, an agent, an insurance broker (AXA exclusive or not) or a call center A customer can have different customer advisors, one for each customer account A customer can several advisors for the same customer account: for instance he can have a
specialized advisor to manage his savings policy, another one for his claim
Policy (synonym: agreement, contract): an insurance agreement between AXA and a customer. Usually, AXA provides a coverage against defined risks, in exchange of premiums paid by the customer
The Group policies (under which terms a company provides coverages to its employees or a fleet of vehicles) are excluded from the scope
Main resources definition
6
Document (synonym: insurance certificate): a numeric document that can be: A document provided by AXA to prove that a customer is covered for a particular risk (e. g. for a
schoolchildren policy) or to help fill a tax declaration, or to define the policy A document provided by the customer to AXA, for instance through a request or a claim
Request (synonym: demand): a request done by a customer to an AXA advisor, either to update his contact points or to manage a policy
For instance: change a contact address , do a buy-back on a savings policy,,…
Claim: a demand by a party to obtain money or enforcement of a right or benefit. For instance: An Auto claim usually starts with a loss statement by the customer (accident, theft,
…)
Partners (a.k.a. Third-party service providers): an organization in partnership with AXA and providing services related to insurance policies of a commercial type
For instance: a doctor (Health care policy), a garage (Auto policy), a locksmith (Home Policy)
Main resources definition (continued)
7
Customer advisors services
API Services overview
Digital account services
Document services
Customer account services
Insurance policy services
Claim services
Request services
Account Life cycle
Authentication
Policies dashboard
Policy detail
Loss declaration and follow-up
Partners /Third party service providers
API services are built around the main resources
2API Services Description
How does these services relate to the customer needs?
9
Digital account services
Digital account life cycle
Update an account password
Reset an account password
Create a digital account
Attach a customer account to a digital account
Update an account login
Digital account use
Get the services available for a digital account
Log in with a digital account
Log out
I want to see all my policies with one login
I have forgotten my password…
What can I do with my account ?
For entity without permanent password
I don’t have a login
I have changed my email
LegendMyAXA services(authenticated)
Projected services(authenticated)
Projected services (without authentication)
MyAXA (without authentication)
Ask for an OTP to log in
10
Document services
DocumentGet the list of downloadable documents of a customer (e-documents)
Download a document
Get the list of possible requests for document
I need an insurance certificate for my child at school
The document is not available, can I request it from my agent?
LegendMyAXA services(authenticated)
Projected services (authenticated)
Projected services (without authentication)
MyAXA (without authentication)
11
Customer account services
Customer account
Get the detail of a customer account
Get the list of customer accounts linked to a digital account
Update the contact information of a customer account
Contacts points
Party information
I want to see all my policies with one login
Are my contacts information correct ?
I just relocated in…
LegendMyAXA services(authenticated)
Projected services (authenticated)
Projected services (without authentication)
MyAXA (without authentication)
Phones
12
Request services
Request
Send a customer request
Get the list of the requests sent by the customer
Get the detail of a request
Initialize a request form
I need an appointment, an advice on my savings policy….I want to send a complaint
Did they answered we already ?
Help me to fill that form!
LegendMyAXA services(authenticated)
Projected services (authenticated)
Projected services (without authentication)
MyAXA (without authentication)
13
Customer advisor services
Customer advisor
Get the advisors on a digital account
Who should I contact for my account, for my policy management?
What is my agent phone number? Email?
Party information
Contact information
Search for AXA advisors
Does not require authentication
Where can I find an agent?
LegendMyAXA services(authenticated)
Projected services (authenticated)
Projected services (without authentication)
MyAXA (without authentication)
14
Policy services
Policies
Get the list of policies visible by a digital account
Get an assets overview for all the savings policies
Policy detail
Get the list of operations on a savings policy
Get the detail of an operation on a savings policy
Get the active coverages on a policy
Get the detailed information on a policy
Commercial type specific information
Premium information
Savings allocation
Insured objects (vehicle or property)
Party roles on a policy
Get the list of reimbursements on a healthcare policy
Particular clauses
Product commercial types detailed information:• Auto• Home• Savings• Healthcare• Protection• Worker’s compensation
Am I covered against…
What are my global savings?
Is my payment invested?
Have I been reimbursed?
Is my situation statement up to date ?
LegendMyAXA services(authenticated)
Projected services (authenticated)
Projected services (without authentication)
MyAXA (without authentication)
Get the list of pre-authorizations on a healthcare policy
15
Claim services
Third party service provider
Get the list of service providers around a position
Claim
Get the list of the customer claims
Get the detail of a claim (e-tracking)
Declare a loss (for claim opening)
I need to find a garage, an hospital, a doctor…
I just had a car accident…
When will I be reimbursed for my car accident? For my hospitalization?
In Japan, only to declare a hospitalization, through a dynamic request
Get a document on a claim
LegendMyAXA services(authenticated)
Projected services (authenticated)
Projected services (without authentication)
MyAXA (without authentication)
What is the current claim status? The next step?
16
Digital account use
Mobile App. evolutivityCustomer advisor
Policy detail
Digital account life cycle
Document
Customer account
Get the detail of a customer account
Get the list of customer accounts linked to a digital account
Update an account password
Reset an account password
Create a digital account
Update the contact information of a customer account
Get the list of downloadable documents of a customer
Download a document
Policies
Third party service providerGet the list of service providers around a position
Get the list of policies visible by a digital account
Get an assets overview for all the savings policies
Get the services available for a digital account
Get the list of operations on a savings policy
Get the detail of an operation on a savings policy
Get the active coverages on a policy
Contacts points
Get the detailed information on a policy
Commercial type specific information
Premium information
Savings allocation
Insured objects (vehicle or property)
Party roles on a policy
Claim
Request
Send a customer request
Get the list of the requests sent by the customer
Get the detail of a requestGet the list of customer claimsGet the detail of a claim (e-tracking)
Declare a loss (for claim opening)
Get the list of reimbursements on a healthcare policyGet the list of pre-authorizations on a healthcare policy
Party information
Update an account login
Get the advisors on a digital accountGet the list of possible
requests for document
Particular clauses
Get the localized lists
Initialize a request form
Log in with a digital account
Log out
API Services list as December 2015
Search for an AXA advisor
LegendMyAXA services(authenticated)
Projected services (authenticated)
Projected services (without authentication)
MyAXA (without authentication)
Attach a customer account to a digital account
Get a document on a claim
Ask for an OTP to log in
3API Resources definition
What are in detail the concepts managed by the API?
18
API resources: digital account
Digital account
Customer account
1..*
PolicyDocument
1..* 0..*
Digital Preference
0..1
Customer advisor
1..*
Request0..*
0..*
Event0..*
0..*
0..*
1
0..1
1Digital service
0..*
Claim
0..*
0..1
19
Digital service: a service available for the customer on a digital application Takes into account the commercial types of the policies subscribes, the policy eligibility to the service, the
technical availability of the service Allows the application to dynamically expose a service or not For instance: simulate a healthcare reimbursement, declare a loss on an Auto policy,…
Digital Preference: a customer choice regarding his digital relationship with AXA (notifications policy, opt-in,…) are attached to the digital account
Out of scope for V1
Event: an insurance event regarding the customer or one of his policies For instance: availability of a schoolchildren certificate, progress in a claim processing,… Out of scope for V1
Request: any demand done by the customer to an AXA advisor or call center, for a management action on a policy, on his contact points or to request a quote for a new policy subscription
API resources : digital accounts components definitions
20
API resources : policy components (generic)
Policy
Party Role on policy0..*
Coverage0..*
Commercial type
1..*
Premium information
Insured
Policy Holder
HealthCare Insured
Vehicle Driver Insured
Particular Clause
Common Data0..1
Customer advisor
0..1
0..*
21
Commercial type: (synonym: policy category) an insurance product line for instance Auto policy, Health policy, savings policy, healthcare policy some policy information are specific to a commercial type
Common Data: base information on a policy: id, status, effective and expiration dates, product & formula
Party role in policy: the role of a party on a policy, for instance the insured person(s) or the policy holder(s)
Coverage: coverage element of an insurance policy, for instance an auto policy can include a third party liability coverage, a theft coverage, a glass coverage,…
Each coverage can be detailed with coverage attributes: deductible, application threshold (or franchise), limits, whose values depend on the customer choices
Services, for instance assistance, are a special type of coverages
Premium information: information related to policy premium (periodic payment by the customer for his insurance policy)
For instance: Total premium amount per year Financial scheduler for the premium payments Due date for the next premium payment
Particular Clause: a textual description of a policy completing the general terms and conditions of a insurance product
The relevant customer advisor is defined for each policy. A customer can have different customer advisor for different policies
API resources : policy components definition (generic)
22
API resources : policy components (product-specific)
Policy
Savings account
Insured property
Insured vehicle
Insured real property
Savings financial operation
0..*
Loan(outstanding or
proposed)0..1
0..1
0..*
Insured workforce0..1
Income0..*
Pension0..1
Allocation by investment
vehicles0..*
Healthcare reimbursement
0..*
23
Insured object: an object covered against damage or theft by an insurance policy, for instance a vehicle or a property
Insured workforce: an workforce covered by the policy. For instance a worker’s compensation policy covers all the workforce against the risks of death, permanent or temporary disability caused by a work accident.
Income: income of a covered workforce. These incomes must be declared by customer so that AXA can evaluate the loss of revenues that would cause a work incident.
API resources : policy components definition (product specific)
24
Savings account (for savings or retirement policy): information on the customer’s savings, including the savings amount, the payments and the allocation between several investment assets (e.g. shares of investment funds)
Financial operation: a financial operation between AXA and a customer, premiums payments excluded. Can be for instance:
A reimbursement for a healthcare act A payment to or buy-back from a savings policy
Loan: on some whole-life policies, it is possible to take a loan against the cash value. Two types of loan information are provided:
The conditions (rate, amount) at which the customer can request a loan The information on an existing (outstanding) loan: amount, interest rate,…
Pension: information about the pension to be received by the policy holder, if the money on the savings account is to be paid that way
Allocation by investment vehicles: allocation of all or a part of the money on a savings account on an investment vehicle
API resources : policy components definition (savings)
25
Healthcare reimbursement: information regarding the payment of a benefit associated to an healthcare policy.
Payment: a financial payment from AXA to the customer, at a precise date including one or several healthcare reimbursement
Medical procedure: a procedure provided by a healthcare professional and covered by an AXA healthcare policy
An healthcare invoice regroups several medical acts provided by a single Healthcare Professional, a party dispensing health care services
API resources : policy components definition (Healthcare)
Policy Healthcare reimbursement
0..*
Medical procedure Healthcare invoice
1..* Payment to customer
0..1
HealthcareClaim
0..*
0..*
HealthcareInsured
0..1 0..1
0..11
1..*
26
Healthcare pre-authorization: when an AXA customer needs to ask a pre-authorization to go to a medical professional and be reimbursed
API resources : policy components definition (Healthcare)
Policy Healthcare pre authorization
0..*
Medical act
0..1
Healthcare professional
0..1
1
ContactMethod
0..*
Party0..1
- Amount- Invoice
- Amount- Invoice Id
Healthcare authorization
Document0..*
• Planed date
27
API resources : coverages
Policy Coverage0..*
Coverage Restriction
Lump sum Benefit
Scheduled Benefit
0..*
0..1
0..1
Beneficiary
0..*
Rider
0..1 Benefit0..1
Category
0..1
FRANCHISE, DEDUCTIBLE or MAXLIMIT
28
Category: a grouping of different coverages to ease their understanding by the customer
Rider: An extension of an insurance policy that is purchased separately from the basic policy and that provides additional benefits at additional cost. Riders help policyholders create insurance products that meet their specific needs. (source: Investopedia)
Coverage restriction: clause limiting the coverage in case of loss: Deductible: value the insurer will deduct from the loss before making payment) Franchise: if the claim is below the franchise value, the insurer makes no settlement, otherwise he pays it
in full Max Limit: The maximum value of a benefit in case it gets paid
Benefit: what would be paid in case of loss. Can be paid as a lump sum or through a series of payment (scheduled benefit)
Beneficiary: the person receiving the money in case of loss. Can be the insured person or a relative in case of death coverage.
API resources : coverages components
29
Customer account - party resources
Digital account
Customer account
Customer advisor
1..*
1Main advisor
Person Organization
0..10..1
Par
ty
XOR
Marketing indicator
*
Registration
0..*
ContactMethod
1..*
30
Person: (ACORD) A unique human being who exists or existed in the past.
Organization: (ACORD) A business concern or a group of individuals that are systematically bound by a common purpose, with or without a legal status. Organizations may be legal entities in their own right.
Party: (ACORD) This is the super type for all organizations and persons.
Marketing indicator: any information allowing personalization of a digital application. For instance, age, distribution network, savings customer segment, specific AXA membership
Out of scope for V1
Person registration: (ACORD) A set of registrations covering all nationality-dependent registrations such as social security, taxes, passport, identity card. This concept provides a means of recording identifications of persons that relate to official identification (example : documents such as passport ids, driving licenses ids, national identities, etc ...).
Company registration: An authorization, often by a regulatory body, granting the right to conduct certain classes of business. Includes normal company registration, bank registration and insurance provider registration
Customer account
31
Customer advisor resources
Digital account
Customer advisor
Person Organization
0..10..1
Par
ty
XOR
Registration
0..*
ContactMethod
1..*0..*
Type0..1
32
Place Address
Contact methods
geographicAddress
globalPositionAddress
municipality
postCode
country
streetAddress
formattedAddress Line
1..*
countrySubdivision
0..1
0..1
0..1
0..1
0..1
NetworkAddress
telephoneNumber
uniformResourceLocator
postalMailContact
emailContact
Contact method
telephoneCallContact
0..1
0..1
TimingPreference
ContactRestriction
webPageContact
inPersonContact
0..1
0..1
messagingContact
33
In Person Contact: (ACORD) This concept represents an in-person meeting as a means of contact. To use for physical agency location.
Postal Mail Contact: (ACORD) This concept represents a contact utilized for delivery of traditional physical mail.
Telephone Call Contact: (ACORD) This concept represents a telephone as a means of contact.
Email Contact: (ACORD) This concept represents an email address as a means of contact.
Messaging Contact (ACORD): This concept represents a messaging contact such as OCS, Skype™, Twitter, etc.
Web Page Contact: This concept represents an internet web page as a means of contact.
Timing Preference: (ACORD): The preferred times and days of contact. e.g: Robert Paul prefers telephone contact on weekdays between 20:00 and 21:00. Out of scope for V1
Contact Restriction: (ACORD) A restriction on the frequency and type of contact.e.g: For John Doe, maximum of 2 contacts in any one day, 15 contacts in a year. Out of scope for V1
Contact methods definition
34
Global Position Address: (ACORD) This concept define coordinates associated to a site (geographical situation). It can be used to localize an object, a claim zone, etc. We restrict ourselves to simple latitude/longitude coordinates (no elevation data)
Postal Address : (ACORD) A postal address is utilized for the delivery of letters or packages by an external mailing or packaging service, at a place where the recipient can be located. The structure of a postal address depends on the country.
Country: (ACORD) A country is a region legally identified as a distinct entity in political geography.
Country Subdivision: (ACORD) This concept represents the first level decomposition of a country into subdivisions.
Code ISO 3166-2, Name, Type, Abbreviation
Municipality: (ACORD) This concept represents a geographic place recognized by a governmental body, not an administrative subdivision akin to a party/organization. The term "municipality" is a generic term, and can describe any geographic place other than a region, country or first level of country subdivision. E.g.: PARIS, ARANJUEZ
Post Code: (ACORD) A postal code (known in various countries as a post code, postcode, or ZIP code) is a series of letters and/or digits appended to a postal address for the purpose of sorting mail.
Address Line: (ACORD) The ordered lines of the formatted address. This may be derived using other elements of the Postal Address. One of this line corresponds to the streetLine
Street Line: the address Line corresponding to the street address, e.g. “24 avenue Pasteur”, or “Calle Aduana, 29”. For geocoding purposes. By extension, for country not using street address like Japan the building identifier e.g. “1-5-3 Yaesu, Chuo-ku” (in Tokyo)
Contact methods definition (continued)
35
API resources : claim
InsurancePolicy Claim
Loss notification
Claim Event
Claim Step
0..1
Claim Process
Claim Communication
Claim Document
0..10..1
0..1
Claim declaration E-tracking
36
Loss: a reduction in the quality or value of property of a person's health, or a legal liability. A claim is opened after a loss is observed and declare to AXA
Claim event: any event regarding the claim and which is visible by the customer
Claim step: one step in the treatment of a claim, for instance, the car reparation or the claim closure. Each step has a status indicating if the step in not started, on going or completed.
Claim process: a process of treatment of a claim or part of a claim. A process is defined by a typical sequence of step. A claim treatment can require several parallel processes, for instance car accident claim can lead to a
process to treat the damages done to the car reparation and another process for the corporal injuries incurred
In some cases, the step of the processes are done in a different order than the typical one or some steps are never started (for instance if the car is too much damaged, the car reparation step will never occur)
Claim communication: A communication between the customer and the person managing the claim. It can be a request for the customer to provide more documents, a request for an update on the claim by the customer…
Claim document: Any document that is exchanged between the customer and the claim manager regarding a claim. For instance for an Auto accident claim, the customer would have to provide the accident statement. On a mobile device, the customer can take a picture of the claim document and send them either in the loss statement or through a subsequent claim communication.
API resources : claim components
4Roles of hypermedia links and digital services
How the API control the behavior the client application?
38
Along the resources returned by the methods, hypermedia links are provided to the client application to explain which other functionalities are accessible
They are used by the client application to know which complementary information are available, for instance: button to access the list of policy coverages, the list of health
reimbursements, information about the customer advisor managing a policy
They are used by the client application to know which operations are allowed on resources: for instance, on profile, determine which data can be modified on-line, or
through forms
They should be configured by entity or at product category level: They should have no impact on performances. They do not manage the eligibility of a given customer to a service (this is
managed by the digital services, see next slide)
Role of hypermedia links
39
A separate method GET /digital-services provide the list of services accessible to a particular user, in the context of policies or not
They are used by the client application to deactivate functionalities: In the lateral menu (e.g. fill a complaint request,…) In the category home page (e.g. declare an Auto claim)
Functionalities have to be defined in app beforehand, the digital services only determine if the functionalities are activated or not and for which policies they are active
Role of digital services