Reverse brainstorming is a technique that combines traditional brainstorming with reversing the problem statement to generate more creative solutions. The document describes applying reverse brainstorming to problems faced by an insurance claims team. Instead of brainstorming how to solve issues like missing documents, the team asked how they could cause those problems. This generated 13 potential issues, which were then treated as problems to solve. The technique helped the team think more expansively about improving their claims process.

1. Reverse Brainstorming

2. 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

3. 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. Brainstorming

4. 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

5. Reverse Brainstorming We tried this with our Claims Team at Mumbai. We ask the most common problem faced by Claims team to settle a Motor Claim. Incomplete Document from customer to settle a claim The Problem is

6. 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

7. 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 . . . . .

8. Reverse Brainstorming Now Treat these Inputs as problems and find the solutions for the same We are not going to settle the claim, How ? Inputs 1 Without document No survey / No approval 2 Will not inform what documents required 3 No communication to insured or Repairers 4 Avoiding the customer 5 No Response 6 Fault Finding in scrutinizing the documents submitted 7 Process Delay 8 Criticizing the customer for his Driving 9 Negligence in handling the documents 10 Asking for Bribe 11 Wrong Advice for claim 12 Challenging the identity 13 Deny the claim

9. Reverse Brainstorming Inputs Solutions 1 Without document no survey / No approval We are not practicing, Input Rejected 2 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. 3 No communication to insured or Repairers Immediate response / Proper Communication / System generated SMS for Documents required 4 Avoiding the customer Greet the customer / Personal Attention / Value Added Services / Happy customer Get-to-gather / Customer meet for NCB. 5 No Response We are not practicing, Input Rejected

10. Reverse Brainstorming Inputs Solutions 6 Fault Finding in scrutinizing the documents submitted Mandatory scrutiny for important documents also see the various alternate options for processing the claim. 7 Process Delay We are not practicing , Input Rejected 8 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. 9 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.

11. 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.