The Study of Alternative Dispute Resolution (ADR) of Insurance Consumers－From the Perspective of using the Performance of the Complaints Handled by Insurance Companies as the Differentiation Supervisory Indicators

• Main Authors: Chun-Chin Lai, 賴純青
• Other Authors: Chun-Hsiung Cho
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/wcq5t3

碩士 === 淡江大學 === 保險學系保險經營碩士在職專班 === 102 === Attributing to such features as aleatory contract, a long term agreement to fulfill a promise and representing the broker’s major and professional ethics, there are inevitable disputes on insurance products or services. The author works in the government and has to deal with public insurance appeal cases, which motivates him/her to do a study on Alternative Dispute Resolution of Insurance Consumers and how the competent authority takes the performance to resolve appeal cases of the insurer as differentiating management indicators. Based on this study, suggestions to Alternative Dispute Resolution of Insurance Consumers and operation mechanisms of differentiating supervision measures are put forward, which is sure to be much more suitable for the situation of R.O.C. This study adopts literature review and comparison method, accompanied by expert interview method in some chapters and section. In this literature review, the author not only explores the history of Alternative Dispute Resolution of Insurance Consumers, but also lists literatures of related systems in the UK, Singapore, Japan, etc. During the study, it introduces the history of financial consumer protection legislation, Alternative Dispute Resolution of Insurance Consumers and the operation and performance of financial consumer dispute authority (Financial Ombudsman Institution, hereinafter referred to as the Institution). Moreover, it discusses how the competent authority takes the aforesaid performance to appeal cases of the insurance company as the differentiating management methods on business and finance, and also analyzes the advantages and disadvantages. The above-mentioned performance refers to the comprehensive scores for calculating insurance appeal, based on quantities of reviewed cases. In the end, this study puts forward the relevant conclusions and suggestions: For the aspect of disputes resolving authority, it proposes ways on how to intensify the breadth and depth of its educating and publicizing functions, to further promote the operation of autonomic negotiation mechanism from insurers and consumers, to carry out the institutionalization and standardization when citing the Fair and Reasonable principles into resolutions, and start to prepare for such big data; For the aspect of the competent authority, this study suggests, out of the position of protecting consumers, to further strengthen the differentiating management measures of supervision indicators in order to encourage the insurer to fully emphasize insurance dispute resolution performance and make more stable development in the insurance market.