保險業應用區塊鏈技術之探討

A study on the Application of Blockchain Technology in the Insurance Sector

彭笙榕(Sheng-Rong Peng)

指導教授 ： 黃仕斌

國立交通大學/管理學院/科技管理研究所/碩士(2018年)

摘要

「信任」是社會發展的重要基石，社會學者認為信任是一種公共的社會資本，一個社會的信任度越高，組織成本與交易成本可以相對降低。消费者信任是保險公司和顧客建立長期關係的關鍵因素，影響保險公司在市場上的競爭優勢，對保险公司的永續經營有至關重要的作用；此外，保險公司對消費者的信任程度，也將影響著保險公司業務流程的時間成本，當保險公司不信任客戶時，需要花更多的時間成本了解客戶（Know Your Customer），亦需要花更多的時間成本於查證核保與理賠以避免保險詐欺。當前，保險公司面臨消費者的負面體驗和高額的詐欺損失，保險公司急欲了解如何將保險業務與區塊鏈結合，降低成本，管理風險，改善客戶服務體驗，發展業務最終使保險公司能於成熟的市場中持續獲利。本研究彙整國外產業報告，探究專家學者意見相同之處以作為未來區塊鏈於保險業務中的可能應用情境。彙整結果顯示，區塊鏈能夠確保資料完整性，以此改善客戶體驗與業務流程；透過建置於區塊鏈中的智能合約簡化理賠流程，使理賠流程透明化且更有效率；協助保險公司識別保險詐欺，避免單一事件重複理賠。整體而言，區塊鏈為保險公司帶來的可能性範圍非常龐大，對於保險公司而言，潛在的應用遠遠超出本研究討論的範圍，不同的應用方向對整體價值鏈的影響不盡相同。

關鍵字

區塊鏈 ； 智能合約 ； 保險業 ； 自動化理賠 ； 保險詐欺

並列摘要

"Trust" is an important cornerstone of social development. Consumer trust is a key factor in establishing long-term relationships between insurance companies and customers. When the insurance companies do not trust their customers, it will take more time to know customers and take more time to verify the underwriting and claims. At present, insurance companies face poor consumer engagement and high fraud losses. Insurance companies are anxious to understand how to combine insurance businesses with blockchain to reduce costs, manage risks, improve customer engagement, and develop services that ultimately enable insurance companies to sustain profit in mature markets. The study incorporated foreign industry reports as potential application scenarios for future blockchain in the insurance sector. The results showed that blockchain could ensure data integrity, improve customer experience, simplify the claims process through smart contracts built in the blockchain, make the claims process transparent and efficient, and assist insurance companies in identifying insurance frauds. To sum up, the range of possibilities that blockchain brings to insurance companies is very large. For insurance companies, the potential applications are far beyond the scope of the study. Different application directions have different impacts on the overall value chain.

並列關鍵字

Blockchain ； Smart Contract ； Insurance Industry ； Automation of Claims ； Fraud Deduction

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