隨著科技不斷發展和數位化趨勢的興起，保險公司面臨相互競爭的壓力，需要不斷尋求創新並提升顧客體驗。個案公司是台灣首家壽險公司，致力成為業界數位化與創新的領先者，積極布局金融科技，提供客戶多元的數位服務。因此，個案公司以區塊鏈發展行動理賠系統，探討理賠流程面臨的問題及保險科技區塊鏈應用於行動理賠的現況。 本研究發現改善業務員申請理賠方式將紙本送件改為數位方式申請理賠，依外部保戶角度可縮短保戶約1至3天的理賠時間，內部理賠人員角度則可爭取1至2天審核案件。根據個案公司統計，個案公司的保戶申請理賠時，約有20%的理賠申請案使用行動理賠保險聯盟區塊鏈一站式理賠，亦即有20%申請理賠案件無須再向其他壽險公司申請理賠。本研究所得結果對個案公司業務發展有重要意義,同時也提升個案公司數位轉型和客戶體驗。最後，本研究根據研究結果提出未來系統發展與研究方向之建議。 ;With the continuous development of technology and the rise of digitalization trends, insurance companies face competitive pressures and the need to constantly seek innovation and enhance customer experience. The case company, being the first life insurance company in Taiwan, is committed to becoming a leader in digitalization and innovation within the industry. It actively embraces financial technology and provides customers with diverse digital services. Consequently, the case company has developed a mobile claims system using blockchain technology to explore the challenges faced in the claims process and investigate the current application status of insurance technology and blockchain in mobile claims. This study found that improving the claims application process for agents by transitioning from paper submissions to digital methods can reduce the policyholders′ claims processing time by approximately 1 to 3 days from an external perspective. From an internal perspective, claims personnel can strive for an additional 1 to 2 days for case review. Based on the statistics of the case company, approximately 20% of the insurance claims filed by their policyholders utilize the mobile claims insurance consortium blockchain for one-stop claims, which means that 20% of the claims applications do not require further claims submitted to other life insurance companies. The findings of this study have significant implications for the business development of the case company, as well as enhancing its digital transformation and customer experience. The findings of this study have significant implications for the business development of the case company, as well as enhancing their digital transformation and customer experience. Finally, based on the research results, this study provides suggestions for future system development and research directions.
