Particular Requirements on Opinion Mining for the Insurance Business

摘要

In this paper, we discuss the work in progress of our current project focusing on opinion mining in the field of insurance business. The main purpose of this project is to improve Opinion Mining methods for the German language and optimize them with special regard to the insurance business. These improved methods make it possible to extract opinions from user-generated texts (in the insurance domain) in a better quality than today. We fetch the required text data for this study from a huge online community website for customers. There, we find a sufficient number of user reviews about insurance companies, which is necessary for our research. Besides the main purpose of this study, another aim is the development of a prototype. This could then be used to monitor the current "crowd's opinion" about insurance products and services. For this reason and in order to understand key aspects of the domain, we collaborate with the nobisCum Deutschland GmbH, a German company offering consulting and software development services for the insurance industry. Using one data source and limited evaluation sets, we obtained first results which look promising.