產物保險公司流程優化-以住宅火災附加地震險之出單流程為例

Abstract

新制「住宅火災及地震基本保險」自民國91年實施迄今十六年餘，投保率為34.23%，與民國91年投保率12.63%相比，呈倍數成長，且因貸款購屋均需透過金融機構、保險經紀人或保險代理人代為投保住宅火災附加地震險，每日從全國收回之要保文件數量龐大，產物保險公司若沒有提高作業效率，將難以負荷未來更大量的要保文件。

本研究以Ａ保險公司為個案，為有效提升其作業效率與控管出單作業符合先簽署後出單之法令規定，應用六標準差管理手法（DMAIC），透過Ａ保險公司服務特性、服務流程與營運執行等層面，客觀、全面並深入地的探討，對現有之作業流程進行分析及優化並提出流程再造程序，建立一套「文件傳遞系統」，並以比較分析法探討流程優化前後之差異。

「文件傳遞系統」不僅有助於產物保險公司控管其作業流程，於出單作業流程中導入影像傳輸系統，將紙本文件電子化，大大減少人力整件工序，以電子文件傳遞方式取代傳統郵寄，在節省文件傳遞時間之成效更是顯著。本研究有助於清楚界定產物保險公司出單作業流程，流程再造之程序、研究結果與建議可作為產物保險公司同業或政府相關單位後續規劃流程優化或企業經營管理策略之參考。

The new "Residential Fire and Earthquake Insurance" has been in operation for more than 16 years since the Republic of China in 1991. The insurance coverage rate is 34.23%. Compared with the insurance coverage rate of 12.63% in the Republic of China in the past 91 years, the coverage rate has grown doubly. And all the loans are required to order Residential Fire and Earthquake Insurance through financial institutions, insurance brokers or insurance agents. The amount of applications to be reclaimed from all over the country every day is huge. If the property insurance company does not improve the efficiency of operations, it will be difficult to load a huge amount of applications in the future.

In the present study, the property insurance company “A” is used as a case to effectively improve the efficiency of its operations and control the issuing-contract operation conformed policy. Using the application of the six sigma method (DMAIC), with the characteristics of service, service process and operation of the property insurance company “A”, objective, comprehensive and in-depth discussion and analysis and optimization of existing workflow. Proposing the establishment of a "file delivery system", and analyzing the different of the process optimization before and after.

The "file delivery system" helps the property insurance company to control workflow. Introducing the image transmission system in the issuing-contract process to the original one for reducing the manpower process greatly and replacing the traditional transfer method. The effectiveness of saving file delivery time is even more significant. The present study helps to clearly define the issuing-contract operation and reengineering process of the property insurance company. The research results and recommendations can be used as a reference for the industry of property insurance or related government departments to follow the planning process optimization or business management strategy.