A Study on Consumer Complaint in Life Insurance Industry in Taiwan

• Main Authors: Ya-ting Shu, 許雅婷
• Other Authors: Pang- Ru Chang
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/17804953793694616150

碩士 === 實踐大學 === 財務金融學系碩士班 === 101 === According to the statistical data of Insurance Bureau, the insurance complaint has increasing grown in recent years. Furthermore, the sales representative distribution was the most important channel but the baccasurance has become one of the major channels for life insurance companies from 2009. According to the statistical data of the life insurance association of the republic of China, until 2009, the bancassurance 584.22 billion first year premium was substantially more than sales representative distribution 313.15 billion first year premium. The bancassurance is the most important channel now. This study is using the data collected through 29 life companies in Taiwan from 2007 to 2011, to examine whether there is a significant different in consumer complaint rate between sales representative ,bancassurance, and agents and brokers distribution system. The methodology of this paper adopts the panel data regression analysis. Results of this study indicated that the positive relationship is between the claim complaint rate and bancassurance system. But the sales representative distribution system and agents and brokers distribution system have significant negative impact on the claims complaint ratio. Second, the accident insurance, health insurance and group insurance have significant positive impact on the claims complaint ratio. But the annuity insurance and individual insurance have significant negative impact on the claims complaint ratio. Third, the investment insurance and individual insurance have significant positive impact on the non-claims complaint ratio. The life insurance, annuity insurance and health insurance, have significant negative impact on the non-claims complaint ratio. Finally, the more premium income a company received from sales representative, the fewer consumer complaints it encountered.