WO2002084520A1

WO2002084520A1 - Business tracking and communication system

Info

Publication number: WO2002084520A1
Application number: PCT/AU2002/000478
Authority: WO
Inventors: Leslie Frederick Stuart Jones
Original assignee: Pro-Super Holdings Limited
Priority date: 2001-04-17
Filing date: 2002-04-16
Publication date: 2002-10-24
Also published as: AUPR444601A0

Abstract

An Internet based system and a method of managing workflow involved in the underwriting of insurance applications by an Internet based management system website contactable by a user system, the server including a web browser to access information on the server, the server's central processor interfacing with a user identification component adapted to identify the user to provide tiered access to stored information, a database component adapted to store client personal, policy and potential claims management data, a database management component adapted to allow input and retrieval of the data stored on the database including the acceptance of data transferred from other database systems, an electronic communication interface adapted to interface with the user's email facility and a report generation component adapted to generate various reports from the data wherein in operation, by logging onto the website and following instructions provided, the user having access to the information and data can generate various reports on each client.

Description

BUSINESS TRACKING AND COMMUNICATION SYSTEM

FIELD OF INVENTION

The present invention is provides a computerised workflow management and communication tool for the processing of applications for insurance products offered by life insurance companies. The system provides the integration of the process management and communications with all parties involved in the process of writing life insurance covers for multiple insurers, distributions and third party policy administrator relationships.

BACKGROUND

The life insurance industry has many forms of distribution and administration relationships. These include the life insurance companies themselves, exclusive agent/adviser distribution networks, independent adviser distribution networks, outsource policy administration services, and larger clients performing their own policy administration e.g. large superannuation (pension) or investment funds.

Because of the wide variations in relationships between the various entities, the process of communication, data transfer and workflow management for new business applications have no common computerised system. Each life insurance company, distribution channel or policy administrator has their own propriety technology for the performance of their element of the new insurance business application process.

This has lead to a low service standard and high cost to the insurer from the process of taking on new life insurance business from more than one source of distribution. Conversely for distribution networks the process of managing operational relationships with more than one life insurer has proven to be a major difficulty because of the requirement to train the sales and administration staff in multiple systems and methods of communication.

Some prior art solutions developed by various life insurance companies that allow their distribution to access data records of new business cases related to their own clients, thus improving communication between these parties. However such systems are propriety to that particular insurer's policy administration system and do not integrate with large investment/superannuation fund clients who perform their own ongoing policy administration.

STATEMENT OF THE INVENTION According to one aspect, the invention resides in an Internet based integrated management system for workflow involved in the underwriting of insurance applications including in combination the webserver hosting a website contactable by a user system, the server including a web browser to access information on the server, the server's central processor interfacing with a user identification component adapted to identify the user via a user password or other security device, the user identification component adapted to provide tiered access to stored information inclusive of client data, various functions and various site branding, a database component adapted to store client personal, policy and potential claims management data, a database management component adapted to allow input and retrieval of the data stored on the database including the acceptance of data transferred from other database systems, an electronic communication interface adapted to interface with the user's standard external email facility and/or the user's internal email facility, and a report generation component adapted to generate various reports from the data held in respect of clients, wherein in operation, by logging onto the website and following instructions provided, the user having access to the information and data can view the information and data and generate various reports on each client via a user base system.

The user of the integrated management system would normally be a life insurance company employee, the employee of an external policy administrator, or a sales intermediary, typically an advisor or agent.

Preferably the identification of the user is by alpha, a numeric, or an alphanumeric password.

Preferably the integrated management system includes the ability to process data inclusive of pathology test results, other medical test data as well as other risk specific underwriting requirements such as client questionnaires and third party sourced financial information.

Preferably the integrated management system is able to generate standard letters for any commonly used word processor system inserting the appropriate applicant, adviser or External Policy Administrator as required Preferably the integrated management system by integrating various tools and components described herein is able to facilitate the proposal and processing of full electronic life insurance applications.

Preferably the integrated management system can be used to improve the efficiency of claims management databases for large investment or superannuation funds. Preferably the user system is a personal computer system with interactive display means for communication via the Internet.

Preferably the interactive display means includes visual display units with interactive devices for example, keyboard, touch-pad, mouse and/or joystick devices.

In another aspect, the invention resides in an Internet based method of managing workflow involved in the underwriting of insurance applications by an Internet based integrated management system as described above including the steps of logging on to the website via the user system, entering user identification information in the form of alpha, numeric or alphanumeric passwords for processing by the user identification component to determine access of information to the user, on gaining access, enabling the user to access information on the server through the web browser, input and retrieval via the database management component of client personal, policy and claims management data stored on the database component, transferring the data and information through the electronic communication interface via the user's internal and/or external email facility, and generation of reports from the data and information transferred. In another aspect, the invention resides in a method of managing workflow involved in the underwriting of insurance applications by an Internet based integrated management system substantially as herein described with reference to the accompanying illustrations.

BRIEF DESCRIPTION OF THE DRAWINGS In order that the invention be more readily understood and put into practical effect, reference will now be made to the accompanying illustrations wherein:

Figure 1 & 2 are charts of a preferred embodiment of the invention according to Example 1.

Figures 3 to 9 are diagrams of preferred architecture and specific functionality and examples of screen displays of the invention. DETAILED DESCRIPTION OF THE INVENTION Example 1

As shown in Figures 1 & 2 and according to a preferred embodiment of the invention, users of the system are provided access through a normal Web Browser interface where they are able to logon as a user through a universal or branded logon page.

Once logged on they may access data as appropriate for their individual user access level. The user access level determines the functionality available to the user.

This may be as limited as read only access or read only with the ability to make file notes and communicate via the systems E-mail integration system. The most senior access system logons allow complete functionality including data editing, and for approved site administrators the ability to create and manage new user codes.

Key functionalities are the ability to make notations of file activity, send email communications to advisers as well as other directly interested parties and report on specific case positions by a number of criteria e.g. days outstanding, distribution channel or policy administrator

By following the instructions, the user's identity is determined and depending on a password particular to the user, the user is authorised to proceed wherein the user can access the database of the service provider according to the access level of the user.

Information on the database is accessed via a database management component adapted to allow retrieval and input of data stored on the database.

Data stored includes policies that can be searched and various reports of the data can be generated.

Further access, that is, tiered access, is only provided if the user has been qualified by means of their password so that the user can access information such as policy listings and policy details. If the user is not authorised such further information will not be available to the user. The user can then generate reports of greater detail based on the further information accessed. If the user is provided with full access the user can even amend the policy details by adding and saving information through the database management component in respect of specific policies. By means of the system, the user can also email or fax an advisor via the users normal electronic communication systems and can also schedule and add tasks depending on the strategy required for the completion of a particular case.

The system has 3 major types of users, these are Internal staff of a Life Office, Sales

Agents for the Life Offices products and third parties who act a intermediaries between sales agents and the Life Office. Each of these parties have different functionalities under the system, some of which may overlap but all are specific to their workflow management and communication requirements.

Distribution advisers - When an adviser logs onto the system it is able to access the data records of all of the cases in progress written under their adviser code(s). The data available includes all of the policy details such as policy owner, life insured, details of cover and descriptions of the information required for the life office to be able to fully assess the risk to be insured. The adviser will also have a detailed history of activities that have occurred on the policy of either the life office or other related parties, for example, distribution management companies, external product administrator's etc.

Where the adviser takes some action in relation to a case in progress it is able to make a note on the system to inform any other interested parties as to what has been done towards progressing the completion of the case. The adviser will also be able to generate e-mails via the system which preferably includes an internal modem to communicate with the Life office or other interested third parties.

The following is a detailed description of a preferred architecture and functionality of the invention.

Login Function (Fig. 3)

The system displays the login page.

The user enters in their username and password and clicks on the button to enter into the system.

If the system accepts the user name and/or password, the system will display the Search and Policy Listing page. If the system does not accept the username and/or password, the system will display an unauthorized access alert and take the user back to the login page.

Logins are broken into three main categories defining the data and features able to be accessed.

• Distribution • Life Office

• External Policy Administrator

Within these main categories the login further defined which policy data files may be accessed and what functions and ability to edit file data are allowed.

Search and Policy listing function (Fig. 4)

The system displays the search and policy page with variants dependant upon login. The left hand side navigation structure, and the default policy listings are dependant upon the user's login tier/access. The default policy listings are those policies with tasks assigned for the login date or those with outstanding tasks applicable to the login.

The user chooses one of the actions listed below.

Search through 'Policy Number' The user enters a policy number into the policy number text field and clicks on the

'search now' button.

The system displays the policies that match and/or contain the policy number entered by the user. The system displays these ordered on the 'Date of Tasks' field. Those with outstanding task dates will occur at the top of the policy listing section, and those with the latest task dates occurring at the bottom of the policy listing section.

If the system does not find any matching policies, the system will display a message within the policing listing section of "No matching policies found". Search through 'Policy Name'

The user enters a policy name into the policy name text field and clicks on the 'search now' button.

The system displays the policies that match and/or contain the policy name entered by the user. The system displays these ordered on the 'Date of Tasks' field. Those with outstanding task dates will occur at the top of the policy listing section, and those with the latest task dates occurring at the bottom of the policy listing section.

If the system does not find any matching policies, the system will display a message within the policing listing section of "No matching policies found".

Search through 'Date of Birth'

The user enters a policyholder's date of birth into the date of birth field and clicks on the 'search now' button.

The system displays the policies that match the date of birth entered by the user. The system displays these ordered on the 'Date of Tasks' field. Those with outstanding task dates will occur at the top of the policy listing section, and those with the latest task dates occurring at the bottom of the policy listing section.

Search through 'Date Entered'

The user enters a range of date into the date-entered fields and clicks on the 'search now' button.

The system displays the policies that match the date/s entered by the user. The system displays these ordered on the 'Date of Tasks' field. Those with outstanding task dates will occur at the top of the policy listing section, and those with the latest task dates occurring at the bottom of the policy listing section.

If the system does not find any matching policies, the system will display a message within the policy listing section of "No matching policies found".

Search through 'Date of Task Due'

The user enters a date range into the date of task due field and clicks on the 'search now' button.

Select a policy function

From the Search result the user selects the policy by double clicking on the policy number identifier with the mouse.

The system displays the policy page of the policy selected. Policy Page Functions (Fig.7 & 8) Refresh

The user clicks refresh.

The system updates the database and refreshes the page.

Save

The user clicks on save.

The systems saves any new data entered to the database and closes the page.

New Note (Fig 9.)

The user clicks on the new note button.

The system displays a small pop up window over the top of the policy page.

Flow 1 The user types in the required details and clicks save. The system closes the note window and refreshes the policy page. The system then displays it with the new note inserted in to the activities section.

Flow 2 The user clicks cancel.

The system closes the note window and displays the previous policy page.

General Email

The user clicks on the general email button.

The system displays an email window with the adviser's email and administrator's email addresses already inserted into the 'To' field. At the beginning of the text section of the email, the following details are be inserted by the system: Reference Number Surname Given Name Death Sum Insured • TPD Sum Insured

Trauma Sum Insured Waiting Period Benefit period Optional Benefits These details are be editable.

The user then enters any further text required. The user then chooses one of the standard options made available by their Email application.

The system automatically opens a new note window prior to opening the email window. The email window appears on top the note window until the email has been dealt with. The note window contains uneditable text stating "general email sent The default follow up date is 14 days from creating the email and note. The cursor will appear after this text so that the user may insert text into the note.

On closing the note the system automatically saves the note to the policy. The system automatically refreshes with the new note appearing in the activities section. This note has a name of general email sent. Outstanding Reguirements

The user clicks on the outstanding requirements button.

The system displays an email window with the adviser's email address already inserted into the 'To' field. At the beginning of the text section of the email, the following details will be inserted by the system: Reference Number Surname Given Name Death Sum Insured - TPD Sum Insured

Trauma Sum Insured Waiting Period Benefit period Optional Benefits ■ Any of the outstanding requirements ascertained by searching the checkbox marked list and by date not entered. ■ Other Requirements

These details will be editable. The user then enters any further text required. The system automatically opens a new note window prior to opening the email window. Thus the email window appears on top the note window until the email has been dealt with. The note window will contain uneditable text stating outstanding requirements email sent. It will also state a follow up date 14 days from creating the email and note. The cursor will appear after this text so that the user may add to, but not edit, the text. The user enters any further text required and clicks on the close button.

The system automatically saves the note to the policy when close has been clicked. The system automatically refreshes with the new note appearing in the activities section. This note has a name of outstanding requirements email sent.

Accept Standard

The user clicks on the Accept Standard requirements button.

The system displays an email window with the adviser's email address already inserted into the 'To' field. The ASGARD email address is inserted into the "cc" field. At the beginning of the text section of the email, the following details will be inserted by the system: ^■ Reference Number

Surname Given Name Death Sum Insured TPD Sum Insured " Trauma Sum Insured

Waiting Period Benefit period Optional Benefits These details are editable. The system inserts standard text as defined by the user login.

These details will be editable. The user then enters any further text required. The user then chooses one of the standard options made available by their Email application.

The system automatically opens a new note window prior to opening the email window. Therefore the email window appears on top the note window until the email has been dealt with. The note window will contain uneditable text stating accept standard email sent. The cursor will appear after this text so that the user may add to, not edit, the text.

The user enters any further text required and clicks on the close button.

The system automatically saves the note to the policy when close has been clicked. The system automatically refreshes with the new note appearing in the activities section. This note has a name of accept standard email sent. These notes will appear in order of task follow up date.

The system will change the status of the policy to accepted. 90 days from the date of the email and note, the system will archive the complete policy. Archives are accessible by system administrators only.

Accept Non Standard

The user clicks on the accept non-standard requirements button. The system displays an email window with the adviser's email address already inserted into the 'To' field. Any third party policy administrator's email address is inserted into the "cc" field. At the beginning of the text section of the email, the following details will be inserted by the system:

Reference Number Surname Given Name ^■ Death Sum Insured

TPD Sum Insured Trauma Sum Insured Waiting Period Benefit period ^■ Optional Benefits

These details will be editable.

The system also inserts standard text to be supplied by the insurer. These details will be editable.

The user then enters any further text required inclusive of the acceptance criteria. The user will then choose one of the standard options made available by their Email application. The system will automatically open a new note window prior to opening the email window. Therefore the email window appears on top the note window until the email has been dealt with. The note window will contain uneditable text stating accept non-standard email sent. The note defaults to a follow up date 14 days from creating the email and note. The cursor appears after this text so that the user may add to, not edit, the text. The user enters any further text required and clicks on the close button. The system automatically saves the note to the policy when "close" has been clicked. The system automatically refreshes with the new note appearing in the activities section. This note has a name of accept non-standard email sent. These notes will appear in order of task follow up date.

The system does not change the status of the policy to accepted. Inputting Underwriting Requirements

Flow 1- Setting details of Underwriting Requirements: a) The user clicks on a checkbox. b) The system marks the text box and updates the database that the marked requirement is required to accept the policy. c) The user clicks on save. d) The system saves the new details entered. If the user attempts to close the screen without saving, the data just entered is lost.

Flow 2 - Setting underwriting criteria and other misc. requirements: a) The user clicks on either the AAL, FUL, Other Requirements, or Reinsurer field, and enters the new information. b) The user clicks on save. c) The system updates the database with the new information entered. d) The system saves the new details entered. If the user attempts to close the screen without saving, a pop up window will appear asking if the user wants to save the changes made.

Flow 3 - Updating details of when Underwriting requirements are received: a) The user clicks on the date field and enters in the date that a check-boxed requirement was received. b) The system updates the database that the marked requirement has been received. If the user attempts to put a date beside a requirement whose check box has not been marked, then an error window appears and the user is required to mark the checkbox prior to being able to continue. c) The user clicks on save. d) The system saves the new details entered. If the user attempts to close the screen without saving, the data just entered is lost.

Manual input of a new policy a) The user clicks on the new policy button. b) A blank policy page is displayed into which the user enters the policy details and the underwriting requirements. c) The user then clicks on save. d) The system saves the new details entered. If the user attempts to close the screen without saving a pop up window will appear asking if the user wants to save the changes made

Report Creation Function (Fig 5.) a) From the policy Search and display page the user selects their options and enters the appropriate search criteria and clicks on the create button. b) The system creates the selected report and returns the report in a web page. c) The user then has the option to print the report or export it to a Comma Separated Value file via two buttons at the bottom of the report as follows: Download a) The user clicks on the download link. b) The system returns the Comma Separated Value file of the current report and returns a page with a link to this file. c) The user clicks on the link to download the file

Print a) The user clicks the print button. b) The system pops up a print dialog box. c) The user clicks the print button. d) The system prints the report.

Standard Reports

The standard report options available to all authorised users are as follows:

Distribution

Cases Outstanding: 30/60/90 days+ By Adviser (individual or combination) Order Age By: "Follow-Up Date" then "Establishment Date" External Policy Administrator

Cases Outstanding: 30/60/90 days÷ By Adviser (individual or combination) By Broker/Dealer By Team

Order Age By: "Follow-Up Date" then "Establishment Date" Life Office

Cases Outstanding: 30/60/90 days+

By Adviser (individual or combination)

By Broker/Dealer

By Client

Order Age By: "Follow-Up Date" then "Establishment Date"

User and Record Administration (Fig. 6)

Login

The user goes to the login site via their web browser. The system returns a login page.

The user types in their username and password and clicks on the login button.

The system verifies the users credentials and if successful returns the admin main menu page.

This page has the following items (The bracketed items define from which entry points these items will be shown):

Add User (All)

• Delete User (All)

• Edit User (All)

• Edit Policy (Life Office) • Add Team (External Policy Administrator)

• Edit Team (External Policy Administrator) • Delete Team (External Policy Administrator)

• View Archived Policy (Life Office)

Add User The user clicks the add user button.

The system returns a page containing the following fields (The bracketed items define from which entry points these items will be shown):

• Username (All)

• Password (All) • Real Name (All)

• DOB (All)

• Email (All)

• Entry Point (Distribution, External Policy Administrator, Life Office)

• Broker/Securities Dealer/Master Agent Name (External Policy Administrator)

• External Policy Administrator name (Life Office)

• Security Level (All)

• Team (External Policy Administrator) Locked Out (All) The user fills in the appropriate fields and clicks the add user/save button.

The system creates the user then returns the admin homepage.

Edit User

The user clicks the edit user button. The system returns a page containing a list of users for that administrator.

The user selects the user they want to edit from the list a clicks the edit user button. The system returns the users details to be edited.

The user changes what data they want and clicks on the update user/save button. The system updates that user and returns the admin home page.

Add Adviser ID

The user selects the username they wish to edit. The adviser ids for, and then types in, an adviser id into the textbox provided and clicks the add adviser id button.

The system adds the adviser id to the selected users list of adviser ids and returns the user to the admin home page.

Delete User

The user clicks the delete user button.

The system returns a page containing a list of users for that administrator. The user selects the user they want to delete from the list a clicks the delete user/save button.

The system deletes the user and returns the admin home page.

Edit Policy The user clicks on the edit policy button. The system returns the main policy home page (see Login, Search, Correspondence & Tasks Use Case Specification Document)

The user can either search for a specific policy or go to it directly via the sidebar menu. When the user has found the policy they want they click on it to view / edit its details. The system returns the policy details page for the selected policy.

Edit Details

The user edits any of the details on the policy screen and clicks the save button. The system updates the policy details in the database and returns the user to the policy details page.

Edit Note

The user clicks on the note they wish to edit. The system pops up a new browser window with the note details in it. The user edits the details and clicks the save button.

The system updates the note, closes the note window and refreshes the policy details page so the updated note is shown.

Add Administration Team The user clicks on the add team button.

The system returns a web page containing the following fields:

• Administration Team Name

• Adviser Admin Team

• Team Email Address The user enters the appropriate data and clicks on the add team/save button.

The system saves the team to the database and returns the admin main menu page.

Edit Team

The user clicks on the edit team button.

The system returns a web page with a list of all the teams, and fields for editing the team details. The user clicks on the team they wish to edit and the team's details appear in the appropriate text fields on the page. The user edits those details and clicks the save button.

The system will save the team's updated data and returns the admin user home page.

Delete Team The user clicks on the delete team button.

The system returns a web page with a list of all the teams.

The user clicks on the team they wish to delete and clicks the delete button. The system will delete the team and returns the admin user home page.

View Archived Policy

The user clicks on the View Archived Policy button.

The system returns a web page containing the following fields:

• Surname

• Given Name • Policy Number

The user enters the necessary data and clicks the search button. The system then returns a list of possible matches to the search, which could be 0 to many.

The user clicks on the policy they are looking for. The system returns the policy details page in a new window.

Log Out

The user clicks on the log out button. The system returns the login page.

File Upload - File Transfer from Life Office or Policy Administrator

(Reference note 100 Fig. 1)

File Names

File names should be in the format xxxxx_yyyymmdd_hhmm.DAT where:- xxxxx represents a 5 character client identifier yyyymmdd represents the date at which the file created hhmm represents the time the file was created in 24h notation

Sample file name produced on the 22 May 2001 8:05am could be C333Z_20010522_0805.DAT Sample file name produced on the 5 August 2001 4:05pm could be

C333Z_20010805_1605.DAT

File Layout

The file is generally made up of at least 3 record types. A header record (represented by record type "HEAD"), a trailer record (represented by record type "TAIL") and at least one detail record represented by record type "DATA". The record type must have a text qualifier around it. A file may contain just a header and a footer record if there is a requirement to transfer a file on a pre-defined schedule (e.g. daily) irrespective whether data is required to be transferred. The file has variable length records because of the variable length of each column. Records of all types are comma-separated values, Data records are of variable length. The text qualifier is a double quote {"}.

File Header Information

File Detail Information

File Trailer Information

Explanation of Data Items

Many of the data items are self explanatory, given the field name and details provided above. The following, however, need further explanation:

Datetime Fields

Dates must be in the format of either: "DD/MM/YYYY", "23/6/2001", "23/June/2001", "YYYYMMDD" or "0010623".

Waiting Period

Valid values for this field are: (comments denoted by "-", Do not include "- Days" or "-

Years")

O Days 90Days 14Days 180

Days

30 Days 2 Years 60 Days

Benefit Period

Valid values for this field are: (comments denoted by "-", Do not include "- Age" or "-

Years")

0 Year 5 s Years 1 Year 60 s 2 Year 65 s Age

Control Totals

Control Totals in the file trailer are provided to enable file integrity checking. Most totals are self-explanatory.

The counter for number of DATA records in the file excludes the file header and trailer records. File Upload Transfer Methods Method 1. - Encrypted Email

Files are transferred as an attachment to an email.

There can be one or more files attached to each email however each must have a unique file name using the file naming standard as follows, files can only be created a minimum of 1 minute apart.

The data transmitted in the email is encrypted preferably with a third party security software package produced by PGP.

Method 2. - HPPT Post method of data transfer

An alternate method used by the system is to accept the data as detailed above by way of a HTTP Post i.e. a HTML (hypertext mark-up Language) file is created by the external database in the same format as the above data file and posted directly to the system database via a SSL connection over the internet.

Claims

1. An Internet based integrated management system for workflow involved in the underwriting of insurance applications including in combination: the webserver hosting a website contactable by a user system, the server including a web browser to access information on the server, the server's central processor interfacing with a user identification component adapted to identify the user via a user password or other security device, the user identification component adapted to provide tiered access to stored information inclusive of client data, various functions and various site branding, a database component adapted to store client personal, policy and potential claims management data, a database management component adapted to allow input and retrieval of the data stored on the database including the acceptance of data transferred from other database systems, an electronic communication interface adapted to interface with the user's standard external email facility and/or the user's internal email facility, and a report generation component adapted to generate various reports from the data held in respect of clients, wherein in operation, by logging onto the website and following instructions provided, the user having access to the information and data can view the information and data and generate various reports on each client via a user base system.

2. An Internet based integrated management system as claimed in claim 1 , wherein the user is a life insurance company employee.

3. An Internet based integrated management system as claimed in claim 1 , wherein the user is an employee of an external policy administrator.

4. An Internet based integrated management system as claimed in claim 1 , wherein the user is a sales intermediary such as an advisor or agent.

5. An Internet based integrated management system as claimed in claim 1 , wherein the identification of the user is by alpha, a numeric, an alphanumeric password.

6. An Internet based integrated management system as claimed in any one of the above claims, which includes the ability to process data inclusive of pathology test results, other medical test data, other risk specific underwriting requirements including client questionnaires and third party sourced financial information.

7. An Internet based integrated management system as claimed in any one of the above claims that is able to generate standard letters for any commonly used word processor system inserting appropriate applicant, advisor or external policy administrator address data as required.

8. An Internet based integrated management system as claimed in any one of the above claims wherein by integrating various tools and components is able to facilitate the proposal and processing of former electronic life insurance and applications.

9. An Internet based integrated management system as claimed in any one of the above claims that can be used to improve the efficiency of claims management databases for large investment or superannuation funds.

10. An Internet based integrated management system as claimed in any one of the above claims, wherein the user system is a personal computer system with interactive display means for communication via the Internet.

11. An Internet based integrated management system as claimed in claim 10, wherein the interactive display means includes visual display units with interactive devices for example keyboard, touchpad, mouse and/or joystick devices.

12. An Internet based method of managing workflow involved in the underwriting of insurance applications by an Internet based integrated management system as herein claimed and described including the steps of: logging on to the website via the user system, entering user identification information in the form of alpha, numeric or alphanumeric passwords for processing by the user identification component to determine access of information to the user, on gaining access, enabling the user to access information on the server through the web browser, input and retrieval via the database management component of client personal, policy and claims management data stored on the database component, transferring the data and information through the electronic communication interface via the user's internal and/or external email facility, and generation of reports from the data and information transferred.

13. A method of managing workflow involved in the underwriting of insurance applications by an Internet based integrated management system substantially as herein described with reference to the accompanying illustrations.

DATED THIS SIXTEENTH DAY OF APRIL 2002 PRO-SUPER HOLDINGS LIMITED by its Patent Attorneys Pipers Patent and Trade Mark Attorneys