MYAXA API Functional scope 2015/12/08. Summary 1. API resources and services overview 2. API...

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

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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?


Projected services (authenticated)



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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…





Email

Phones

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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!





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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?





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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 ?





Get the list of pre-authorizations on a healthcare policy

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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





What is the current claim status? The next step?

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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





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?

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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

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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

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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..*

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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)

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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)

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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)

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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..*

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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

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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

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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

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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..*

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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

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Customer advisor resources

Digital account

Customer advisor

Person Organization

0..10..1

Par

ty

XOR

Registration

0..*

ContactMethod

1..*0..*

Type0..1

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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

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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

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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)

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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

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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?

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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

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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

MYAXA API Functional scope 2015/12/08. Summary 1. API resources and services overview 2. API...

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