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題 名 | 壽險業理賠人員工作職能基準建立之可行性探討=A Feasibility Assessment on Establishing the Occupational Competency Standard of the Claimants in Life Insurance |
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作 者 | 張仁家; 溫尉伶; | 書刊名 | 壽險管理 |
卷 期 | 36 2023[民112] |
頁 次 | 頁(3)1-(3)39 |
分類號 | 563.73 |
關鍵詞 | 壽險業; 理賠給付; 理賠人員; 職能; 職能基準; Life insurance; Claim; Claimants; Competency; Occupational competency standard; |
語 文 | 中文(Chinese) |
中文摘要 | 近年來保險商品市場愈趨多元及複雜化,消費者意識抬頭、醫療科技進步、職場轉換等變化,考驗從業人員專業訓練及應變能力。理賠除為客戶承諾外,其統計資料更是回饋核保及商品精算之重要因素,亦為穩健經營之關鍵部門。一位優秀且能獨立作業之理賠人員需要多方面的培養,除經驗累積外,亦需保險金融、醫學、法令等跨領域的知識,且應具備排解負面情緒的高 EQ(Emotional Intelligence,情緒智商);然實務上理賠人員因案件時效控管又得妥善處理客戶抱怨,造成工時過長,長期高壓的環境容易產生職業倦怠、人員流失。已有多項研究實證,建立職能基準為可有效提高工作效率及工作認同,本文爰蒐集相關書籍、網路平台資訊及法令規範進行理賠人員之應備職能及建立理賠人員職能基準優勢之探討。 |
英文摘要 | More recently, life insurance products are getting more complex and diversified. Meanwhile, the insurance market is facing the growing consumer awareness, the advances in medical technology, the changes in the work environment and so on. The rapid changes of the dynamic market are testing the adaptability to changes of practitioners. Claims are not only the practice of life insurance but also the commitment to customers. Moreover, the claims statistics data is also a key point of actuaries and underwriters. Thus, the claims department plays an important role at insurance company. Being an outstanding claimant needs to have crossdisciplinary skills which include financial, insurance, medical and expert legal knowledge. Most of the time, they always needs to address customers’ complaints in an appropriate approach during their office hours. Thus, it not only leads to working overtime but also a highpressure working environment to claimants which would makes claimants to have a job burnout. There are several researches proving that occupational competency standard (OCS) can ease job burnout and increase work efficiency for claimants. This research would discuss and infer an occupational competency standard for claimants by using related research papers and laws. |
本系統中英文摘要資訊取自各篇刊載內容。