臺大管理論叢 NTU Management Review VOL.27 NO.2S

119

臺大管理論叢

2017/5

第

卷第

期

119-148

DOI:10.6226/NTUMR.2017.NOV.RM104-004

保險經代人能否提供較佳的理賠服務品質？：

台灣汽車責任保險實證

Do Insurance Brokers or Agents Provide Superior Claim Service

Quality?: Empirical Evidence on Automobile Liability Insurance in

Taiwan

摘要

本文利用台灣汽車責任保險市場資料來驗證產品品質假說，亦即保險經代制度能提供

顧客較佳的服務品質，因此能與較有效率的直接簽單制度共存於保險市場。本文從理

賠服務觀點，並從兩方面考慮理賠服務品質：爭取理賠金額的服務與理賠案件處理時

效。研究發現，在相同的體傷程度下，保險經代人在任意責任險的理賠案件，其理賠

金額顯著高出直接簽單通路，顯示保險經代人相較於直接簽單通路能幫助顧客向保險

公司爭取較高的理賠金額，此能力隨著受害人體傷程度的提高而跟著提高。研究亦發

現不同通路在理賠案件處理時效上並無顯著差異。

【關鍵字】

保險經代制度、直接簽單制度、爭取理賠金額的服務、理賠案件處理時效

Abstract

This study uses claim data from the automobile liability insurance of Taiwan to verify the

product quality hypothesis, which argues that the insurance broker or agent system can

provide better service quality to customers, and thus can coexist with the efficient direct

writer system. We depart from the viewpoint of claim service and consider two claim service

indicators: negotiation service of claim amount and efficiency in claim processing. Results

show that under the same degree of bodily injuries, the claim amount coordinated by the

insurance broker or agent is significantly higher than that by the direct writer channel. This

finding suggests that the insurance broker or agent outperforms the direct writer system in

earning higher claim amount for customers. The results also reveal that the capability of the

insurance broker or agent to earn higher claim amount for customers improves further with

the increase in the degree of bodily injury of the victims. We find no evidence of the

existence of a significant difference between different distribution channels in the efficiency

of claim processing.

【

Keywords

】

insurance broker or agent system, direct writer system, claim amount

coordination service, claim processing efficiency

劉俊廷

國立臺中科技大學保險金融管理系助理教授

Chun-Ting Liu

, Assistant Professor, Department of Insurance and Finance, National Taichung University

of Science and Technology

吳瑞雲

逢甲大學風險管理與保險學系副教授

Jui-Yun Wu

, Associate Professor, Department of Risk Management and Insurance, Feng Chia University

江朝峰

逢甲大學風險管理與保險學系副教授、金融博士學位學程博士生

Chao-Feng Chiang

, Associate Professor, Department of Risk Management and Insurance, Ph.D. Student,

Program of Finance, Feng Chia University

Received, 2015/10, Final revision received 2016/11