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    Please use this identifier to cite or link to this item: http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/51758

    Title: 保險公司理賠員生涯發展、人格特質與工作壓力之研究
    Other Titles: A study on career development, personality traits and working pressure of claim handlers in Taiwanese insurance companies.
    Authors: 張育瑞;Chang, Yu-jui
    Contributors: 淡江大學保險學系保險經營碩士在職專班
    林麗銖;Lin, Li-chu
    Keywords: 理賠員;生涯發展;人格特質;工作壓力;Claim Handlers;Career Development;personality traits;Working pressure
    Date: 2010
    Issue Date: 2010-09-23 16:01:03 (UTC+8)
    Abstract: 近年來,由於國民經濟水準提高,人民教育普及,投保率增加,且隨著經濟及社會的發展,國內保險業已快速成長為金融體系中不可或缺的一環。如果核保被視之為保險公司的守門員,那麼理賠就是保險公司的帳房了。
    1.理賠員與保戶(廠商)對病歷(或公證報告)的內容解讀不同,產生理賠上的 爭議。
    In recent years, the level of the national economy is raised, and the education is popular, so that the insurance rate is increased. With the development in economy and society, the domestic insurance industry has quickly become an integral part of financial system. If the underwriting in insurance company is regarded as a goalkeeper, the claim in insurance company is an accountant.

    In an insurance company, there are only few claims handlers, but they usually play very important roles in the risk management of company. Therefore, this thesis mainly focuses on career development, personal characters, and working pressure of insurance claims handlers. Through this thesis, we would provide people with better understanding on the working contents of the claims handlers and also let insurance companies realize the problems and pressures that claims handlers are facing. The personal characters of claims handlers could be used for Human Resource Department’s reference for the recruitment of employees. Career development of claims handlers and claims working environment improvement and personnel training.

    Based on this research, claims handling is a professional and challenging work, the most pressure and the difficulties were:
    1. The different interpretation on medical records (or notarized report)between claims handlers and policy holders (manufacturers), result in arguments on claims handling .
    2. Syndicated fraud and intimidation.
    3. Prosecutors and police do not provide relevant information in suspected moral hazard cases.

    An outstanding claims handler should have the following characters: 1. Good communication skills, 2. High pressure resistance, 3. Emotional stability.

    Based on the findings of this study, we make recommendations to human resources unit of insurance companies, the competent authority and claims handlers , and expect that in the future, insurance companies not only take account of performance of claims handling and reduce loss ratio , but also find better ways to improve working enviroment circumstance, career development, pressure relief and personnel training.
    Appears in Collections:[保險學系暨研究所] 學位論文

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