保險科技應用對保險經紀人公司組織變革與教育訓練之影響

Abstract

2008年全球金融危機，金融科技的崛起，帶動了整個金融產業巨大的衝擊及轉變，新創科技跨業競爭所帶來的威脅，讓金融產業必須運用產業融合提昇競爭力，無法像過往一樣閉門造車。保險科技因應而生且蓬勃發展，2015年世界經濟論壇（World Economic Forum 2015, WEF），專家們對未來金融業的發展提出「六大功能，十一組創新」說明未來金融環境的樣態，金融科技的發展受到最大影響的是保險業，對於密度偏高的台灣保險業務員，同時需面對數位化通路及消費者消費行為的轉變，該如何運用新創科技提供顧客更快速且專業化的服務，將是保險領航者所要面臨的挑戰與機會。因此，本研究的目的在了解台灣保險科技應用對保險經紀人公司（以下簡稱保經公司）組織變革與教育訓練之影響、保險業務人員於應用保險科技時可能產生的職業能力缺口、及教育訓練需求。為達上述研究目的，本研究以研究者目前所任職之個案保經公司之1位經營管理者、2位高階業務主管及3位保險業務人員為訪談對象，透過文獻的整理與分析，以半結構式訪談的方式進行訪談，彙整分析結果以了解保險科技應用對組織變革與教育訓練之影響。期望透過本研究可以提供保經公司進一步了解在保險科技的發展趨勢中，組織變革應考慮的面向及教育訓練的因應策略，以提升企業生產力及達成永續經營之目標。In 2008, the global financial crisis and the rise of financial technologies drove a huge impacts and transformation in the entire financial industry. The threat of cross-industry competition in innovative technologies required the financial industry to use industrial integration to enhance its competitiveness. It was unable to do things behind closed doors as in the past. InsurTech was born and developed vigorously. At the World Economic Forum 2015 (WEF), experts put forward"six major functions, eleven groups of innovations" for the future development of the financial industry to illustrate the future financial environment. The insurance industry has been most affected by the development of financial technologies. For Taiwan's high-density insurance salespersons, they also need to face changes in digital channels and consumers’ behaviors. How to use innovative technologies to provide customers with faster and more professional services will be huge challenges and opportunities faced by the insurance leaders. Therefore, the purpose of this research was to understand the impact of Taiwan's insurtech applications on the organizational changes and the education/trainings of insurance broker companies (hereinafter referred to as the insurance company), the professional ability gaps that insurance business personnel may face when applying InsurTech, and the requirements on the education and training. In order to achieve the above-mentioned research purposes, with the chances to interview 1 business manager, 2 high-level business executives and 3 insurance salespersons from our current insurance company for this research objects. Through the collation and analysis of the literature, and the information collected from the interviews, to aggregate the analysis results to understand the impact of insurance technology applications on organizational changes and education/training. It is hoped that this research will serve as a reference for insurance companies to further understand the applications of insurance technologies, the orientations of their organizational changes and the corresponding education and training strategies, so as to enhance the productivities of the company and the goals of sustainable operations.