Reverse Brainstorming

May 2009

Brainstorming

Brainstorming is a useful and popular tool that you

can use to develop highly creative solutions to a problem.

Brainstorming is a lateral thinking process. It asks that

people come up with ideas and thoughts that seem at first
to be a bit shocking or crazy.

You can then change and improve them into ideas

that are useful, and often stunningly original.

Brainstorming
But There is a method called reverse brainstorming
and this is where you are solving problems with a
combination of brainstorming and reversal techniques.
You can extend the use of brainstorming by combining it this way. You
can draw out even more creative ideas with this combination.

Reversal is a good, easy process for improving products

and services. You use it by asking the exact opposite of the
question you want answered, and then apply the results
appropriately.
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Reverse Brainstorming
Instead of asking,
"How do I solve or prevent this problem?"
ask,

"How could I possibly cause the problem?"

Instead of asking "how do I achieve these results?

ask,

"how could I possibly achieve the opposite effect?"

Reverse Brainstorming
We tried this with our Claims Team.

We ask the most common problem faced by

Claims team to settle a Motor Claim.
The Problem is

Incomplete Document from

customer to settle a claim
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Brainstorming

The Solutions we have received are :

1. We can Educate the customer for claim process

2. Proper Communication to the insured
3. Follow-up with the customer
Total 3 Solutions

Reverse Brainstorming
Now we asked the reverse question

We are not going to settle the claim

How ?
Give inputs

We have received 13 inputs

See next slide . . . . .

Reverse Brainstorming
We are not going to settle the claim, How ?
Inputs
1

Without document No survey / No approval

Will not inform what documents required

No communication to insured or Repairers

Avoiding the customer

No Response

Fault Finding in scrutinizing the documents submitted

Process Delay

Criticizing the customer for his Driving

Negligence in handling the documents

10

Asking for Bribe

11

Wrong Advice for claim

12

Challenging the identity

13

Deny the claim

Now Treat these Inputs as problems and

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find the solutions for the same

Reverse Brainstorming
Inputs
Without document no survey / No
approval

We are not practicing, Input Rejected

Will not inform what documents

required

Opt1 - We can deliver claims process format,

Procedure, required documents along with the
policy.
Opt2 - Download from Website / Collect the
same from Bharti-Axa Offices pan India / collect
the same from Garages.

No communication to insured or
Repairers

Immediate response / Proper Communication /

System generated SMS for Documents required

Avoiding the customer

Greet the customer / Personal Attention / Value

Added Services / Happy customer Get-to-gather
/ Customer meet for NCB.

No Response

Solutions

We are not practicing, Input Rejected

Reverse Brainstorming
Inputs
6

Fault Finding in scrutinizing the

documents submitted

Mandatory scrutiny for important documents

also see the various alternate options for
processing the claim.

Process Delay

We are not practicing , Input Rejected

Criticizing the customer for his Driving

communicate the safety norms like Seat belts /

No Mobile while driving / Drink & Drive /
Vehicle Maintenance tips / no rash driving etc.

Negligence in handling the documents

Proper handling of documents submitted.

Store the same in secure place, if possible
scan all documents submitted to settle a claim.

10

Asking for Bribe

We are not practicing , Input Rejected

11

Wrong Advice for claim

We are not practicing , Input Rejected

12

Challenging the identity

If required, for high claim amount then only.

13

Deny the claim

If not justify all the above.

10

Solutions

Reverse Brainstorming

During brainstorming sessions there should therefore

be no criticism of ideas.
You are trying to open up possibilities and break down
wrong assumptions about the limits of the problem.
Judgments and analysis at this stage will stunt idea
generation.

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Thank you

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