產險業施行公平待客之研究-以C產險公司為例

Research on Treating Customers Fairly in Property Insurance Industry-Take C Property Insurance Company as an Example

陳逢偉(Feng-Wei Chen)

指導教授 ： 羅俊瑋

淡江大學/商管學院/風險管理與保險學系保險經營碩士在職專班/碩士(2021年)

https://doi.org/10.6846/TKU.2021.00028

摘要

金融商品與一般商品不同有著高度複雜、專業與技術性暨資訊的不對稱性。消費者在購買金融商品時，若其業務人員專業程度不足，或是對商品本身不是很了解，常會引發消費爭議，金融監督管理委員會於 2015 年訂定了「金融服務業公平待客原則」，其中多項原則係與金融消費者保護法之規定密切結合，其提供給金融服務業者一個依循依據，推動金融消費者保護。
金融監督管理委員會為了為推動金融服務業公平待客原則，於 2019 年起開始建立評核機制，是希望可以透過公司董事會的督導將公平待客原則內化到該公司企業核心，打破金融業與其消費者在觀念與認知上的落差。並可藉著評核機制協助業者推動金融消費者保護與參考優秀同業改善本身的不足。
本研究希望透過對「金融消費者保護法」與「金融服務業公平待客原則」推動，以C產險公司施行狀況為例，對目前金融監督管理委員會違反公平待客相關評議與裁罰案例樣態進行比較與觀察，藉以作為日後推行之參考。

關鍵字

金融消費者保護法 ； 公平待客

並列摘要

Different from general commodities, financial and insurance products are highly complex, professional, technical, and information asymmetry. When consumers purchase financial and insurance products, if their business personnel are not professional enough or they do not know the products very well, they will often lead to consumption disputes. The Financial Supervision and Administration Commission established the "Principles of Fair Hospitality in Financial Services Industry" in 2015. "Many of these principles are closely integrated with the provisions of the Financial Insurance Law, which provide financial service providers with a basis to follow to promote the protection of financial consumers.

In order to promote the principle of fair hospitality in the financial services industry, the Financial Supervision and Administration Commission began to establish an evaluation mechanism in 2019. It hopes that the principle of fair hospitality can be internalized into the core of the company through the supervision of the company’s board of directors, breaking the financial industry and its The gap between consumers' perceptions and perceptions. And through the evaluation mechanism, it can assist the industry to promote the protection of financial consumers and improve its own deficiencies by referring to outstanding peers.

This study hopes to promote the "Financial Insurance Law" and the "Principle of Fair Hospitality in the Financial Services Industry" and take the implementation of C company as an example to compare and compare the current state of the Financial Supervisory Commission’s comments and penalties related to violations of fair hospitality Observation is used as a reference for future implementation.

並列關鍵字

Financial Consumer Protection Act ； Treating Customers Fairly

參考文獻

一、專書：

1.卓俊雄，2019，金融消費者保護法理論與實務，元照出版股份有限公司。

2.施文森，1990，保險法總論，三民書局。

3.桂裕，1987，保險法，三民書局。

4.馮震宇、姜炳俊、謝穎青、姜志俊，2005，消費者保護法解讀，元照出版股份有限公司。