臺灣博碩士論文加值系統

「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。

"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.

摘 要 i
Abstract ii
致 謝 iv
目錄 v
圖目錄 vii
表目錄 viii
第一章、緒論 1
1.1 研究背景 1
1.2 研究動機與目的 3
1.3 研究方法 4
1.4 研究流程 5
1.5 研究限制 5
第二章、研究方法 7
2.1 文獻選擇 7
2.2 文獻回顧法 8
第三章、區塊鏈的技術層面探討 12
3.1區塊鏈起源與模型特性 12
3.1.1 何謂區塊鏈 12
3.1.2 區塊鏈之特性 13
2.1.3 以太坊起源與特色 16
3.2區塊鏈的發展脈絡 16
3.2.1 區塊鏈1.0：加密貨幣 16
3.2.2 區塊鏈2.0：智能合約 17
3.2.3 區塊鏈3.0：區塊鏈在金融業之外的應用 19
第四章、全球保險業當前之瓶頸與問題 23
4.1 客戶對保險業務的負面體驗 23
4.2 保險公司面臨的高額詐欺損失 23
第五章、全球保險業應用區塊鏈技術之探討 25
5.1 確保資料完整性改善客戶體驗與業務流程 25
5.1.1產權保險 25
5.1.2醫療人壽險 30
5.2 智能合約簡化理賠流程 32
5.2.1醫療人壽險 32
5.2.2意外事故險 35
5.3 識別保險詐欺 38
5.3.1 車禍事故 38
5.3.2 奢侈品來源 39
5.4 研究成果論述驗證 42
第六章、區塊鏈技術之局限性與挑戰 48
6.1 面對顛覆性技術的挑戰 48
6.2 隱私與安全性隱憂 48
6.3 基礎架構的前置作業 49
第七章、結論與建議 50
7.1 結論 50
7.2 未來研究方向之建議 50
參考文獻 51

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