Do Customer Complaints Affect Life Insurance Claimer’s Claims Decisions?
碩士 === 逢甲大學 === 風險管理與保險學系 === 104 === In a life insurance company, claimer played an important role when the customers submit their claims. They determine the covered loss and whether to approve the claim depending on their professional judgment. Claimer would figure out irrational reasons to ensure...
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| Format: | Others |
| Language: | zh-TW |
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2016
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| Online Access: | http://ndltd.ncl.edu.tw/handle/06179347507255964571 |
| Summary: | 碩士 === 逢甲大學 === 風險管理與保險學系 === 104 === In a life insurance company, claimer played an important role when the customers submit their claims. They determine the covered loss and whether to approve the claim depending on their professional judgment. Claimer would figure out irrational reasons to ensure accurate procedure for making the operation estimation fair and follow the best insurance practices. Their valid control of mortality margin not only provides the interest for the company but also identify customers’ hidden actions, eliminating the information asymmetry between insurance companies and their customers. This study obtained 164 valid samples of claimer in total. Nowadays, owing to the rise of consumer awareness, this study probe into whether customer complaints would influence the claimer’s claims decisions making during the claim process. The results from this study show that there is a correlation between customer complaint behavior and the claim adjusters’ potential fraudulent claims. This study may assist insurance industry in identifying the possible factors that would influence the adjusters’ claims decisions making.
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