1. Initial product backlog 4
1.1 Acceptant 4
1.2 Head of department 4
1.3 Specialist(1) 5
1.4 Specialist(2) 5
2. Use-case 6
2.1 Use-Case descriptions 7
4. Classs diagram 13
5. Class definition 14
1.5 Class Schademelding 14
1.5.1 Data descriptions 14
1.5.2 Operation descriptions 14
1.6 Class Verzekerde 15
1.6.1 Data descriptions 15
1.6.2 Operation descriptions 15
1.7 Class Behandelaar 16
1.7.1 Data descriptions 16
1.7.2 Operation descriptions 16
1.8 Class Rol 16
1.8.1 Data descriptions 16
1.8.2 Operation descriptions 16
1.9 Class KostenSpecificatie 17
1.9.1 Data descriptions 17
1.9.2 Operation descriptions 17
1.10 Class Polis 18
1.10.1 Data descriptions 18
1.10.2 Operation descriptions 18
1.11 Class Dekking 18
1.11.1 Data descriptions 18
1.11.2 Operation descriptions 19
1.12 Class Geraakte Dekking 19
1.12.1 Data descriptions 19
1.12.2 Operation descriptions 19
1.13 Class Taxatie 19
1.13.1 Data descriptions 19
1.13.2 Operation descriptions 20
6. Sequence Diagram 21
1.14 Example screens 22
7. 26
8. ERD 26
8.1 Explanation of the ERD per table 26
8.2 Constraints 29
8.3 Business rules 30

1. Initial product backlog

1.1 Acceptant

As an acceptant, I want to be able to log in with my username and password so that I can handle incoming damage reports.
As an acceptant, I want to able to find a customer if I fill in his/her zip code, so that I can see the customer’s information
As an acceptant, I want to see the policies of the customer so that I can see which coverages the customer is applied to.
As an acceptant, I want to be able to add a new damage report, so I can see when the estimated costs are >500 euro’s.
As an acceptant, I want to be able to add a cost specification, so that I can see what the damage costs in euros.
As an acceptant, I want to be able decline a damage report, so that the system will send out a notification to the customer.
As an acceptant, I want to be able to approve a damage report, so that the system will send out a notification to the customer.
As an acceptant, I want to be able to approve a damage report, so that the system will send the damage report to the financial department and pay the customer.
As an acceptant, I want to see damage reports cost specifications, so that if there is a conflict regarding the cost-specification, a letter can be sent to the customer.
As an acceptant, I want to be able to see the status of a damage claim, so that the process of a report is visible.
As an acceptant, I want to be able to put a damage report on hold, so the system will send a notification to the customer, if more information is needed.
As an acceptant, I want to be able to forward claims to other department, so if the damage claim is related to agriculture, juridical and industrial they can be forwarded.
As an Acceptant, I want to forward damage claims above 500 towards a Specialist(1), so the Specialist(1) can handle them further.

1.2 Specialist(1)

As a Specialist(1), I want to retrieve damage claims from the Database(pool), so I can handle them.
As a specialist (1), I want to be able to see the given coverage and policies by the acceptant, so I can revise it.
As a specialist (1), I want to be able to overrule the given coverage and policies by the acceptant, so I can make a new valuation.
As a Specialist(1), I want to put a status on the damage report, so the Specialist(2) can retrieve the claim from the database(pool) to give a second opinion.
As a specialist(1), I want to see the client coverage’s on the damage claims, so I can revise them.
As a specialist(1), I want to forward claims towards the database(pool), so the specialist(2) can retrieve them and give a second opinion.
As a specialist (1), I want to be able to see the coverage and policies of the customer, so I can make a valuation.
As a specialist (1), I want to be to able edit a damage claim if it’s denied by the second opinion, so I can correct the damage claim with the feedback given by the second opinion.
As a specialist(1), I want to requests cost specifications, so the amount can be defined.
As a specialist(1), I want to retrieve the Head of department’s forwarded reports, so I can process them with the comments attachments of the Head of department.
AS a specialist(1), I want to retrieve the Head of department’s forwarded reports, so I can send them to the customer.

1.3 Specialist(2)

As a specialist(2), I want to retrieve damage claims from the database(pool) with the status “for review”, so I can give a second opinion.
As a specialist(2), I want to add a comment on the damage claim, so the specialist(1) can see the second opinion.
As a specialist(2), I want to forward an approved damage claim to the database(pool), so the Head of department can review and send it to the Specialist(1).
As a specialist(2), I want to forward a denied damage claim to the database(pool), so the Head of department can review and send it to the Specialist(1).
As a specialist(2), I want to send a damage claim to the specialist(1), so the specialist(1) can immediately correct the claim with the given feedback.

1.4 Head of department

As a Head of department, I can view all reports after a specialist(2) is done handling, so I can check the report.
As a Head department, I want to see new reports when I log in, so I can review them.
As head of department, I can oversee the incoming reports, so I can approve the claim and it can be send to the Specialist(1).
As head of department, I can oversee the incoming reports, so I can forward them when approved to Specialist(1)
As head of department, I want to add comments to a report, so the specialists can see what they have to edit.
As head of department, I can post comments on reports, so that others can read them.
2. Use-case 2.1 Use-Case descriptions

Name Input middle damage claim
Summary The proceedings for an acceptor to handle a middle damage claim
Actors Acceptor
Assumptions The acceptant (Acceptor) has access to the personal data of the customer and the insurance policies and coverage’s.
Description 1. The acceptor logs into the system
2. the acceptor registers a new damage claim
3. The system shows a form(Beginscherm)
4. The acceptor searches the customer by customer ID and zip code + home number.
5. The system searches for the customer in the “Zeker en Vast” database.
6. The acceptor selects the costumer he press “Doorgaan” on the form(beginscherm.)
7. The system shows a new form “Klantgegevens”, with all of the information about the customer.
8. The acceptor checks the costumer information.
9. The acceptor goes to the form “Bekijk Polissen”.
10. The next screen shows up, this form called “Polissen van klant”. On this screen the acceptor finds all the policies and coverage’s of the customer.
11. The acceptor selects one of the three policies which are applied to the damage incident .
12. The acceptor selects “Nieuwe Schade”.
13. The system is creates a new damage report and open up a new screen(“nieuwe schade”).
14. The acceptor fills in the information about the damage claim.
15. The acceptor forwards it to the pool
16. The system puts the damage claim in the pool with the status “Geregistreerd”.
17. The acceptor logs out.
Exceptions
Result The damage claim is forwarded to the pool Name Entering Valuation Data
Summary The first specialist checks the entered policies and coverages, and preforms the assessment.
Actor Specialist 1( Specialist 1)
Assumptions -
Description 1. The specialist opens the pool with damage claims
2. The system shows the list of damage claims sorted by age, with the oldest first. With the status “Geregistreerd”.
3. The Specialist picks up the first claim on the list.
4. The system change the status of the claim into “In Behandeling”
5. The system shows the form(??) damage report with all the data already entered by the acceptor.
6. The specialist checks the entered data from the acceptor. When the entered data is wrong there would be an exception(1).
7. The specialist calculates the assessment price, a customer has an own risk for every coverage he has include in his policy. The specialist valuates the incident claim by the sum of the cost specification minus the own risk from every applied coverage
8. The specialist also add comments to the report, with information how he has calculate the assessment and what are the applied coverages.
9. The system change the status of the damage claim into “Ter Beoordeling” and puts the damage claim back in the damage claims pool, so a Second Specialist can picks up the claim.
Exceptions 1. When the acceptor filled in the wrong policies or coverage’s, Specialist 1 can overrule that policies and fills in his own policies and coverage’s. After that step 6 of use case Entering Valuation Data continuous.
Result All the information about the damage claims are filled in, and the damage claim set back in the damage claim pool for a specialist 2 to pick out.

Name Requests cost specification
Summary The Head of Department don’t accept the damage claim, and the system sends the claim back to the first specialist and he request a new cost specification
Actor The Specalist(Specialist 1)
Assumptions The cost specification attached to the damage claim is incomplete.
Description 1. Specialist 1 opens the pool of damage claims.
2. The system shows the list of damage claims linked to the id of the specialist 1 who threated the damage claim, sorted by age, with the oldest first. With the status “Onvolledige bewijslast”.
3. The specialist select the damage claim and ask the customer for an extra cost specification
4. The system sends the cost specification by letter, with the name of the specialist include so that the customer sends his damage claim to the right person. The specialist can also request a cost specification on the mail. Exception(1)

Exceptions 1. The system sends the customer a mail with the same request as in a post letter.
Result The specialist has requests an extra cost specification because the first on is not enough.

Name Process cost a specification
Summary The specialist processes the cost specification, and adds it to the damage claim.
Actor De Specalist(Specialist 1)
Assumptions -
Description 1. The specialist received a letter or an email in his mailbox.
2. The specialist goes back in the pool en selects the damage claim witch is applied by the received cost specification.
3. The system change the status of the claim into “In Behandeling”
4. The Specialist adds the cost specifications by the coverages that have not enough proof with the current cost specification.
5. The system change the status of the damage claim into “Ter Beoordeling” and puts the damage claim back in the damage claims pool, so a Second Specialist can picks up the claim.
Exceptions
Result The cost specification is added to the original damage claim and the claim is processed, after that the claim is paid or reject. Name Checks the data entered by the acceptor and specialist
Summary The second specialist checks the policies and coverage’s, en checks the assessment is completed correctly.
Actor Specialist 2( Specialist 2)
Assumptions -
Description 1. The specialist 2 opens the pool of damage claims
2. The system shows the list of damage claims sorted by age, with the oldest first. With the status “Ter beoordeling”.
3. The Specialist 2 selects the first claim on the list.
4. The system changes the status of the damage claim into “behandeling behandelaar 2”.
5. The system shows the damage claim information with the entered data by the acceptor and the first specialist.
6. Specialist 2 checks if everything is fine, when is not the would be an exception(1).
7. When everything is fine the specialist presses the button “verstuur naar chef”
8. The system sends the damage claim direct to the head of department.
Exceptions 1. When there is something not right about the assessment or the policies and coverage’s. The Specialist 2 send the report back to the specialist 1 with a reason why there is something not right.
Result The damage claim is checked by the second specialist as a second opinion, if everything is correctly filled in and complete the damage claim will forwarded to the chef.

Name Checks proof by coverages and handled rejections
Summary The Head of Department checks the proof of the coverages are enough, by both rejections en accepted claims.
Actor De chef( The Head of Department)
Assumptions -
Description 1. The Head of Department selects a damage claim send to him.
2. The system shows him the damage claim information
3. The Head of Department checks if there is enough proof for the applied coverages. If there is something wrong there would be an exception(1).
4. The head of Department checks decision from the specialist: Accepted, Rejected or Coulance(paid but not in the coverages). If there is enough information and the claim is accepted or coulance there is an execption(2)
5. The Head of Department reject the claim and gives the reason why the claim has rejects and sends a rejection letter to the customer.
6. The system sends a rejection letter to the customer with the reason the head of the department gives. The status changed to “afgehandeld”.
Exceptions 3. The system sends the damage claim back to the specialist 1 that threated the damage claim. A new use case starts named “request cost specification”.
4. The Head of Department accept the claim and sends back the claim to the first specialist and he pays the customer. The system changes the status to “afgehandeld”.
Result The Head of the Department has done his check and rejects it.

5. Information needs
Sketch of the desired situation
Medium damage = €500,- to €3000,- euro

Step 1 Acceptant
The claim is received by the acceptant, and he sees that the amount of damage is above €500,-. He creates a new case, and gives the coverages which are applicable to this case. After this the case will saved in the system, where a specialist takes over.
Information needs
• Client details
• Policy details
• Coverages
• Incident details
• Costs specification

Step 2 Specialist 1
The specialist checks if the applicable coverages given by the acceptant are correct. After this the first specialist will execute the taxation. He will do this with the amount of damage, and the own risk value of the applicable coverages.
Information needs
• Which coverages are applicable for the policy of this client
• Policy and coverage terms and conditions
• Client details
• Incident claim data

Step 3 Valuation
The amount of damage is being valuated. In this process the specialist will define which amount will be paid to the client, depending on what the amount of damage is, which coverages are hit and the own risk value of the applicable coverages.
Information needs
• Which amount of damage is given by the acceptant per coverage
• Cost specifications
• Own risk value of the applicable coverages
• Client details
• Incident details

Step 4 Status
The specialist gives a status to the incident, so the management can see all the statuses of the incidents which aren’t completed yet. Only the management should be able to generate reports out of the program. This report should show how many little claims, how many medium claims and how many rejected claims there are and what the turnaround time of the damages is.
Information needs
• Incident details

Status options
• Geaccepteerd (Accepted)
• In behandeling (Pending)
• Ter beoordeling Behandelaar 1 (For review specialist 1)
• Ter beoordeling Behandelaar 2 (For review specialist 2)
• Behandeld door Behandelaar 2 (Reviewed by specialist 2)
• Ter goedkeuring chef (For review head of department)
• Goedgekeurd (Approved)
• Coulance (Leniency)
• Onvolledige bewijstlast (Partial proof)
• Akkoord, onvolledige bewijslast (Agreed, but cost specification needed)
• Afgekeurd (Declined)

Step 5 Second Opinion
The incident case is forwarded to specialist 2 by the system, this specialist will perform an extra check on the coverages and policy.
Information needs
• Which coverages are applicable for the policy of this client
• Policy and coverage terms and conditions
• Client details
• Incident claim data

Step 6 Chef
If the incident claim is approved by specialist 2 it is forwarded to the head of department by the system. The head of department checks if there is enough proof of the damage within all coverages. He doesn’t check the coverages and policies itself for this is already done by the specialists. The head of department sends the approved incidents to specialist 1 whom will handle the rest of the process.
Information needs
• Incident details
• Valuation details
• Status

Step 7 Processing
If the incident case is approved by the head of department, specialist 1 will send a letter to the client. If the case is completed an automatic letter will be send to the administration whom will take care of the financial process. If an incident claim is declined or if leniency is applied the head of department will take care of the rest of this process thus he can send the letter in the name of the head of department.
Information needs
• Client details
• Valuation details
• Applicable coverages 6. Class diagram

A class diagram is a type of static structure diagram that describes the structure of the system by showing the system's classes, their attributes, operations (or methods), and the relationships among the classes. 7. Class definition
1.5 Class Schademelding
1.5.1 Data descriptions Class Report Damage Data types Characters Example
Voorvalnummer Incident Number Integer Maximum 8 characters 00000001
VoorvalStatus Incident Status String Unlimited characters Geaccepteerd (Accepted)
In behandeling (Pending)
Ter beoordeling Behandelaar 1 (For review specialist 1)
Ter beoordeling Behandelaar 2 (For review specialist 2)
Behandeld door Behandelaar 2 (Reviewed by specialist 2)
Ter goedkeuring chef (For review head of department)
Goedgekeurd (Approved)
Coulance (Leniency)
Onvolledige bewijstlast (Partial proof)
Akkoord, onvolledige bewijslast (Agreed, but cost specification needed)
Afgekeurd (Declined)

VoorvalDatum Incident Date Date n/a 15-11-2012
AfhandelDatum Handling Date Date n/a 18-12-2012
GeschatteKosten Estimated Costs Integer Maximum 8 characters 150
Schadedetails Damage Details String Unlimited Characters LCD television is stolen
Commentaar Comments String Unlimited Characters

1.5.2 Operation descriptions
Schademelding operaties Report Damage operations Explanation vraagKostenSpecificatie() Ask Cost Specification When a cost-specification is needed, the employe should be able to send a letter to the client, containing instructions on how the client should act now. toewijzenClaim() Approve Claim When the claim is under €500,- the acceptant should be able to approve a claim, and send the applicable letter to the client. If the claim is above €500 this function shouldn’t be available until 2 specialists have handled the claim. Only the head of department can approve a claim then after this. A letter with information for the client comes with this action. afwijzenClaim() Reject Claim A claim can be rejected, and the client will be sent a letter which will state the reason of the rejection.
VoegToeAanPool() Add to Pool A damage report should be added to the “pool” if the claim is above €500,-. 2 specialists should approve this claim and the head of department should give his final approval.
BehandelSchade() Handle claim In the screen “overzicht claim” the specialist selects a claim to handle. All the required information should be filled in the “Schademelding” window.
VeranderStatus() Change status Change the status

1.6 Class Verzekerde
1.6.1 Data descriptions Client Class Data types Characters Example
Klantnummer Customer number Integer Max. 10 characters 1234567890
Achternaam Surename String Unlimited Jansen
Voornaam Name String Unlimited Jan
Straatnaam Streetname String Unlimited Socratesstraat
Huisnummer Home number Integer Max. 10 characters 1234567890
Postcode Zip code/Postal code String Max 7 characters 1012 ht
Woonplaats City of residence String Unlimited Amsterdam
Bankrekening nummer Bank account number Integer Max. 9 characters 123456789
Postgiro nr Postal giro Integer Max. 7 characters 1234567
Registratie datum Date of registration Date Max. 10 characters 24-02-2012
Einddatum End date Date Max 10 characters 24-02-2012

1.6.2 Operation descriptions
Verzekerde operaties Client operations Explanation
GeefPolissen() View policies() The specialist can see the policies of the customer.
VoegToeAanPool() Add to pool Information which is needed in the Overzicht Claims window should be sent when the specialist logs in.

1.7 Class Behandelaar
1.7.1 Data descriptions Employee Class Data types Characters Example
Username Unique userid String Unlimited Hmolenaar1
Password Personal code String Unlimited *******
Voornaam The person´s name String Unlimited Henry
Achternaam The person´s lastname String Unlimited Molenaar

1.7.2 Operation descriptions
Behandelaar operations Explanation
Login() The user is able to access the system, through this matter, by using his username and password.

1.8 Class Rol
1.8.1 Data descriptions Pool Class Data types Characters Example
Rol A unique for each worker, to define their rol. string unlimited Behandelaar 2

1.8.2 Operation descriptions
Rol operations Explanation
BindUsername() If the specialist(2) picks up a ‘for review’ report, the specialist(2) username will be bound with the first specialist(1) username who handled the claim first.

1.9 Class KostenSpecificatie
1.9.1 Data descriptions Attributes explanation Data types Characters Example
SpecificatieNummer Identity code for a request cost specification. Integer