本研究以2000至2012年台灣地區26間人壽保險公司的不平衡縱橫資料，運用網絡隨機邊界分析法將壽險業的生產過程分為行銷與投資兩階段進行效率評估，並利用估計結果計算規模彈性與成本彈性探討台灣壽險業的生產特性，附帶分析跨期技術變動率，最後比較不同分組的壽險公司間經營效率是否存在差異。 實證結果發現壽險公司在行銷活動過程投入較少的內勤員工與較多的固定資產，在投資階段則相反，投入較多的內勤員工與較少的固定資產，與壽險公司實際運作情況相符；此外，投資階段的效率優於第一階段的行銷效率。整體台灣壽險業受到2008年金融風暴影響導致經營效率下降，國內壽險公司在經營效率上優於外商壽險分公司，金控壽險公司生產技術效率優於非金控壽險公司，1993年後成立的新壽險公司生產技術效率平均優於傳統舊壽險公司。 / This paper uses the copula-based network SFA model developed by Huang et al. (2013) to estimate the technical efficiency of Taiwan’s life insurance companies over the period 2000-2012. Under this framework, life insurance companies produce premium income as intermediate product which is one of input factors to produce investment income. The empirical analysis concluded: (a) life insurers use little internal staff in first stage, (b) domestic life insurers have both high technical efficiency and cost efficiency in comparison with foreign life insurers, (c) financial holding life insurers have greater technical efficiency than those of not from financial holding insurers, and (d) new life insurers have higher technical efficiency than old life insurers.

台灣壽險業近年來面對利差損、國內低利環境，與國內長天期投資工具不足的窘境，因而保險法第146-4條修正後，壽險業者擴大持有國外投資部位。本研究以海外債券投資作為國外投資代理變數，探討海外債券投資與壽險公司之營運風險、經營績效的關係。採用2008年至2016年，共25家壽險公司不平衡追蹤資料，以OLS、Panel Data兩種統計方法作實證分析，再以金融海嘯到歐債危機的時間點，劃分成前期(2008年-2011年)、後期(2012年-2016年)作比較分析。 根據全期資料之分析：以線性模型來看，海外債券投資與營運風險為顯著負相關；和經營績效則是顯著正相關。若是非線性模型，海外債券投資與營運風險為U型相關，臨界點在18.83%。分期資料之分析則顯示：前期資料結果與全期資料一致。但後期資料的研究結果出現反轉，在線性模型下，海外債券投資與營運風險呈現顯著正相關，和經營績效則呈現顯著負相關；而非線性模型下，海外債券和營運風險的U型相關，臨界點下降至13.56%。 / In recent years, life insurers in Taiwan face the spread loss of interest rate, low interest rate environment and shortage of long-term instruments. Life insurers started to expand their foreign investments after the amendment of Article 146-4 of Insurance Act in 1992. This study aims to investigate the relations among overseas bonds investment, operational risk and business performance of life insurers. Data is composed of 25 life insurers from 2008 to 2016. With consideration of the global financial crisis and European debt crisis, this study then divides the data into two subsets (before and after the crises). The results shows that under the linear model there is a significant negative relation between overseas bonds and operational risk, but a significant positive relation between overseas bonds and business performance. Under non-linear model there is a significant U-shaped relationship between overseas bonds and operational risk, with the critical point at 18.83%. The results for the subset data before the crises (2008-2011) is consistent with the based on the whole data (2008-2016). However, the analysis for the subset data after the crises (2012-2016) display different result. Under the linear model, the relation between overseas bonds and operational risk is positive, but it is negative between overseas bonds and business performance. Additionally, the critical point of that U-shaped relationship between overseas bonds and operational risk under the non-linear model drops to 13.56%.

邇來，數家壽險公司，包含2009年之國華人壽、2014年之國寶人壽與幸福人壽以及2016年之朝陽人壽，陸續遭主管機關金融監督管理委員會（下稱金管會）宣布接管，並委由保險安定基金辦理國華人壽、國寶人壽與幸福人壽之標售退場程序。上開問題壽險業之資本適足率未達法定標準或淨值為負時，金管會與相關單位未立即積極處理，甚而遭監察院糾正金管會未正視問題保險業退場法制之缺失並加以修正改善。面對問題壽險業失卻清償能力之窘境，立法機關在問題保險業退場法制上有幅度甚廣之修法，先後自2014年6月4日公布調整安定基金之權限與問題保險業之監理措施，以及參照外國立法例增訂過渡保險機制；2015年2月4日則修正公布資本適足率標準之分級，進而明確制定主管機關得採取之監理措施與其效果。 　　然而，其中有關過渡保險機制之立意雖屬良善，相關法制架構，付之闕如。考察美國、加拿大與日本等國家之保戶保障機制，有以過渡保險機構處理問題壽險業之經驗與制度，為貫徹有效維持保戶保障之處理原則，若我國保戶保障機制除承接問題保險業之保險契約外，另設過渡保險公司承接問題保險業之資產、負債與營業，具有重大實益。參酌他國之實務經驗與制度，本文建議《保險法》第149條之2第3項規定，對於所謂過度保險機制應提高位階，修改為以保險法明訂或以保險法明確授權之法規命令立法方式，授權主管機關得就過渡保險機構之具體內容與範圍加以明訂相關辦法。另考量我國保險法制與監理環境，且實務慣例上多委託保險安定基金擔任接管人，由其發揮過渡機構之功能而自行承接問題保險業之保險契約，實乃治絲益棻。本文建議未來管理辦法應應以保險安定基金透過設立過渡保險公司承接問題保險業之資產、負債與營業為宜。

孤兒保單不僅普遍存在於壽險公司，同時它對壽險公司造成的負面影響也相當大，包括：增加保單的脫退率、減弱壽險公司與保戶的關係、迫使孤兒保戶投向競爭者….等等，可見得壽險公司對於孤兒保單的議題不得不去重視並應有效的加以管理。 本研究探討台灣壽險業保險孤兒服務稀少的缺失、服務修復策略與顧客行為反應之關係，以試圖找出最有效的保險孤兒服務修復策略，並根據研究結果,提供給壽險業管理者採取適當的服務修復策略。研究方法共分兩階段：深入訪談及問卷調查。第一階段首先是進行深入訪談，主要是為了對研究主題作一探索性的研究，並將訪談結果作為問卷發展及設計的依據，第二階段問卷調查則為本研究之重點，問卷調查方式採立意抽樣，發出問卷418份，回收問卷289份，回收率為69﹪，最後共蒐集到230份由合格受訪者所填寫的問卷，其中有效問卷為225份，無效問卷有5份。 本研究之限制主要有兩點：採非隨機抽樣及問卷調查所蒐集到的樣本單位數不多。研究結果之發現說明如下。 一、 保險孤兒經驗 14.3％的受訪者其保險孤兒之狀態已獲得解決,僅4.2％的受訪者其孤兒經驗低於1年,顯示壽險公司並沒有將消除保險孤兒視為急迫性的服務缺失。服務稀少及服務接觸品質不佳的情況的確占大多數（占84.2％），並且專屬業務員的失職的確已影響到受訪孤兒的服務。 二、缺失歸因及缺失嚴重性受訪孤兒普遍將缺失歸因於業務員（占67.7％）。受訪者中認為服務稀少的缺失之嚴重性程度嚴重者占大多數（占43.0％），「新業務員不聞不問的孤兒」有高達63.4％認為這種缺失是嚴重的。 三、保險的重要性及保險知識 受訪者普遍認為保險產品是重要的。對保險商品的了解則顯示為中等（絕大多數表示普通49.3%），僅有不到五分之一的受訪孤兒對抱怨反應管道表示了解及非常了解 。 四、保險孤兒的行為反應 六成以上的受訪孤兒對壽險公司及業務員的服務修復作法感到不滿意；64.0％的受訪者呈現負面口碑，僅12.9％的受訪者呈現正面口碑；69.8％的受訪者沒有再購意願，僅16.4％的受訪者有可能再光顧。 五、孤兒保戶期望的服務修復孤兒保戶最高期望的3項服務修復作法依序分別是：「業務員將保單權利義務向我說明清楚」、「我要解約時，提供對我有利的其他選擇（如換約、展期保險…）」及「我可自由更換適合我的服務員（如熟識、業務員人格特質等考量）」。最低期望的2項依序分別是：「別家壽險公司的業務員耐心傾聽或表示關切」、「別家壽險公司的業務員樂於出面幫忙」。文獻推論而得的服務修復策略與因素命名的結果僅「即時性更正」及「更正服務」相似，其餘的服務修復策略於文獻推論而來的較以「行動」為主要區別，而因素命名普遍是與修復「服務提供對象」有關。 六、假設驗證結果之發現 （一）一旦有服務需求發生時，保戶看待服務缺失的嚴重性拉高。 （二）影響期望的服務修復的因素 缺失嚴重性越高，保戶期望的服務修復程度及項目數越高及越多；保戶認知保險的重要性程度越高，保戶期望的服務修復程度及項目數越高及越多。 （三）影響服務修復滿意度的因素 期望的與實際的服務修復之差距顯著影響服務修復滿意度；並且此差距越大服務修復滿意度越低。另外期望的與實際的服務修復之差距較缺失嚴重性的認知對服務修復滿意度的影響大；同時期望的與實際的服務修復之差距也較缺失歸因之差異對服務修復滿意度的影響大。 （四）影響保戶口碑行為的因素 服務修復滿意度顯著影響保戶口碑行為；並且服務修復滿意度越低保戶口碑行為越負面。另外服務修復滿意度較缺失歸因之差異對保戶口碑行為的影響大。 （五）影響保戶再購意圖的因素 服務修復滿意度顯著影響保戶再購意圖；並且服務滿意度越低保戶再購意圖越負面。另外服務修復滿意度較缺失歸因之差異對保戶再購意圖的影響大。 七、有效的服務修復策略 「更正服務」因素及「業務員良好的報怨處理技巧」因素皆對「服務修復滿意度」產生顯著的影響，並且「更正服務」因素較「業務員良好的報怨處理技巧」因素對「服務修復滿意度」的影響更大。因此，對於壽險公司而言，致力於更正服務的缺失及提升業務員良好的報怨處理技巧可以大大的提高保戶「服務修復滿意度」，故「更正服務」因素及「業務員良好的報怨處理技巧」因素是最有效的保險孤兒服務修復策略，尤其是「更正服務」因素。 / Life insurers need to be concerned about issues related to orphan policyholders in order to manage them well. Evidence shows that there is a widespread orphan policyholder’s in life insurance industry. They also have many negative influences on insurers, such as increasing their rate of lapse, weakening the insurer/orphan relationships, etc. This study proposes suitable service recovery strategies for orphans to managers. It examines relationships among service failures towards orphans, service recovery strategies and customers’ behaviors in Taiwan’s life insurance market. Customers’ behaviors include secondary satisfaction, word-of-mouth (W-O-M) and repurchase intentions. The research methods include in-depth interviews and surveys. The first step is an exploratory study of the theme of orphan policies by conducting in-depth interviews with both managers and orphans. The results of the in-depth interviews consider the sources for developing and designing a survey. The survey is the second step, and is the focus of this research. There were 418 questionnaires sent out and responses for received from 289 of these. Of these 289 questionnaires, 230 were completed by eligible respondents, and 225 of the 230 questionnaires were valid. The limits of this study are non-random samplings with insufficient sample sizes. The findings show below: 1. Orphans’ experiences There are 14.3﹪respondents that claim they are no longer orphans. Only 4.2% of the respondents declare that they have been orphans for less than a year. This reveals that insurers do not regard policyholders becoming orphans to be an urgent service failure. The majority of respondents rarely received services from their agents and if so, the services were of poor quality. 2. Failure attribution and severity The majority of respondents hold the agents’ responsible for service failures (67.7%) and consider failure severity to be serious（43.0﹪）. In addition, 63.4% of orphans whose assigned agents never kept contact with them after their original agents left thought that is a serious service failure. 3. Orphans’ behavior responses Over 60% of respondents show dissatisfaction with the service recovery from insurers and agents. W-O-M behaviors of respondents show a negative 64% and a positive 12.9%. Repurchase intentions of respondents show a negative 69.8% and a positive 16.4%. 4. Expected service recovery of orphan policyholders The first 3 highest expectations of orphans are that 1) The agent must make a clear description of rights and responsibilities of the policy that an orphan holds, 2) Offer options that are beneficial to orphans while willing to cancel the policy, and 3) The ability for the insured to have the right to choose an agent who is a better fit without restrictions. The first two lowest expectations of orphans are 1) Agents who work for competitors are willing to listen and show their concerns, and 2) Agents who work for competitors are willing to offer assistance in need.” To compare the names of service recovery that are reasoned by literature review to those that are given by factor analysis show that the former names tend to be distinguished by recovery action, the latter ones are related to subjects who offer service. 5. The result of hypothesis testing a. Orphans who have service needs consider service failure more serious than those who don’t have service needs. b. Factors that affect expected service recovery Orphans consider service failure more crucial, they expect a higher degree of service recovery and more actions of service recovery. c. Factors that affect the secondary satisfaction The gaps between expected and practical service recovery have significant influences on the secondary satisfaction. The bigger the gaps are, the lower an orphan’s secondary satisfaction tends to be. The gaps have more influence than failure severity on the secondary satisfaction. Besides, the gaps also have more influence than the difference of failure attribution on the secondary satisfaction. d. Factors that affect orphans’ W-O-M behaviors The secondary satisfaction has a great influence on an orphan’s W-O-M behavior. The lower secondary satisfaction, the more negative the W-O-M behavior. The gaps between expected and practical service recovery are more influential than the differences in the failure of attribution on orphans’ W-O-M behaviors. e. Factors that affect orphans’ repurchase intentions The secondary satisfaction greatly influences on an orphan’s repurchase intentions. The lower the secondary satisfaction is the greater the decrease in repurchase intentions. The gaps between expected and practical service recovery are more influential than the difference of failure attribution on orphans’ repurchase intentions. 6. Effective strategies of service recovery for orphan policyholders In order to enhance secondary satisfaction for policyholders, life insurers have to devote themselves to service correction and improvement of the agents’ complaint-handling skills. Evidence shows that the factors of service correction and agents’ excellent complaint-handling skills have significant effects on the secondary satisfaction. Thus, the factors of service correction and agents’ excellent complaint-handling skills are the most effective strategies of service recovery for orphan policyholders.

團體壽險是員工福利思潮下之產物，至今已成為分散、轉嫁企業人身及責任風險不可或缺之風險管理工具。而團體壽險以一張保險單承保多數被保險人，此項「團體」之特性使其在核保、保險費、部分有效性及契約條款之設計上，有別於一般之人壽保險。目前，各家保險公司之團體壽險保險單悉以主管機關制訂之「團體一年定期人壽保險單示範條款」為依據。此示範條款以團體為要保人、團體成員為被保險人，將團體壽險定位為由第三人訂立之人壽保險契約，使團體壽險契約受到欠缺保險利益而無效、有無保險法第一○五條之適用及指定、變更受益人之權利人為誰之質疑。其次，團體壽險契約條款中的保險契約構成部分條款、被保險人資格條款、保險契約終止條款、契約轉換權條款、免責條款及不可抗爭條款等亦存在諸多問題，實有檢討予以修正之必要。 因此，本文乃以探討示範條款所涉法律爭議問題為中心，參酌國內學說見解並比較美國判例及美國保險監理官協會所制訂之「團體壽險定義及標準條款模範法案」，對團體壽險契約條款之增訂及修正提出七項建議，包括重新定位團體壽險契約當事人、重視逆選擇防範及被保險人權益保障、明訂兩年不可抗爭期間及團體信用壽險不適用契約轉換權條款及受益人條款、修正個別被保險人保險契約終止之時點及保險人免責事由等，希冀本文之淺見能使示範條款更為完善。 / Group life insurance arises from the thought that employers have the responsibilities to take care of their employees. Until now, group life insurance has become an important part of industries’ risk management plans for distributing and transferring industries’ life and liability risk. Group life insurance insures more than five persons in one policy, and this “group” characteristic makes group life insurance different from general life insurance in many aspects: underwriting, premiums, partly effective and contract clauses. Presently, provisions of group life policies are based on“Model Provisions for Group Yearly Term life Policies”promulgated by competent authority. According to Article 2 of the model provisions, the policyholder is the “group”, and the members of the group are insureds. In other words, group life insurance is entered into by third party. This causes three problems needed to be solved: (1) If the policyholder has no insurable interest in the insured, shall group life insurance be void? (2) Is Article 105 of Insurance Act applicable to group life insurance? (3) Who has the right to designate or change the beneficiary? In addition, there are still some problems in other model provisions including the entire-contract provision, eligibility requirements provision, termination provision, conversion provision, exception clause and incontestability provision. It is necessary to review and revise the model provisions. Therefore, this study focuses on related legal issues of the model provisions. Referring to scholars’ opinions and comparing American verdicts and “Group Life Insurance Definition and Group Life Insurance Standard Provisions Model Act” issued by The National Association of Insurance Commissioners, this study concludes by providing several suggestions in revising the model provisions: (1) The policyholder and the insured should be referred to as members of the group, not “group”. (2) Emphasize on preventing adverse-selection and protecting the insured’s right. (3) Augment incontestable period of two years and a clause which provides that conversion provision and beneficiary provision are not applicable to credit group life insurance. (4) Revise the termination provision and exception clause. Hope these suggestions will make the model provisions more perfect.

本文針對躉繳保費的附保證變額壽險進行評價，保單形式為生死合險，假設投保人可將期初的投資金額連結到兩種投資標的：股價指數及債券型基金，並以BGM模型描述利率的動態過程，然後分別計算不含解約權及含解約權的附保證變額壽險躉繳保費，進而求算出隱含在保單中的保證價值和解約權價值。針對含解約權的附保證變額壽險，以Longstaff and Schwartz(2001)提出的最小平方蒙地卡羅法處理解約的問題。最後，我們求算不同年齡下的男性保費，並且在投資比例、起始最低保證、最低保證給付成長率、針對解約的保證給付成長率和第一個允許的解約時點變動下，分別討論對於保證價值和解約權價值的影響。 結果顯示：(1)當起始最低保證給付等於期初投資金額時，投資在股票的比例越大，越能凸顯保證價值和解約權價值佔保費的比重。以30歲男性為例，保證價值佔不含解約權之附保證變額壽險的比例，由全部投資在債券型基金的0.03%，成長到全部投資在股票的13.86%；而解約權價值佔含解約權之附保證變額壽險的比例，由全部投資在債券型基金的0.05%，成長到全部投資在股票的9.12%。(2)投資比例、起始最低保證給付和最低保證給付成長率越大，保證價值越高。(3)起始最低保證給付和針對解約的保證給付成長率越大，解約權價值越大；而最低保證給付成長率和第一個允許的解約時點越大，解約權價值越小。(4)投資比例隨著最低保證給付不同對解約權價值有不同的影響。 關鍵字：附保證變額壽險、BGM利率模型、解約選擇權、最小平方蒙地卡羅法 / This study emphasizes on the pricing of variable life insurance with minimum guarantees. As an endowment policy in a single premium form, in this paper, it is assumed that the insured can distribute the initial investment amount into two underlying assets: the stock index fund and bond fund. Simulating the interest rate under a BGM model, computational procedures are performed for the single premium of the variable life insurance policy without surrender option and embedding a surrender option, and further, the guarantee value and surrender value embedded in the insurance policy. For the variable life insurance policy embedding a surrender option, the Least Square Monte-Carlo method proposed by Longstaff and Schwartz (2001) is applied to solve the surrender conditions. Finally, we calculate the premium for a male at different ages, and respectively analyze the variations of the guarantee value and surrender value under the influence of the investment portfolio, the initial minimum guaranteed amount, the growth rate of the minimum guarantee, the growth rate of the minimum guarantee for surrender and the first permitted surrender time. The results show that: (1) when the initial minimum guaranteed amount equals the initial investment amount, higher proportion invested in stock will result in larger percentage of the guarantee value and surrender value to total premium. Take a 30-year old male as an example: the percentage of guarantee value to the premium of variable life insurance with minimum guarantee and without a surrender option, which is 0.03% when the initial investment amount thoroughly goes to bond fund, rises up to 13.86% with the entire amount invested in stock index fund. Likewise, the percentage of surrender value to the premium of variable life insurance with minimum guarantee and surrender option is 0.05% with total amount invested in bond fund, while it is 9.12% with the entire amount invested in stock index fund. (2) The higher proportion invested in stock, the initial minimum guaranteed amount and the growth rate of minimum guaranteed amount, the larger guarantee value. (3) Larger initial minimum guaranteed amount and the growth rate of the minimum guaranteed amount for surrender would contribute to a higher surrender value. The higher growth rate of the minimum guaranteed amount and the first permitted surrender time, the lower surrender value. (4) The influence of the investment portfolio to surrender value depends on the initial minimum guaranteed amount. Key words: Variable life insurance with minimum guaranteed amount, BGM interest rate model, surrender option, least squares Monte Carlo approach.

本研究對曾經以直效行銷方式購買保險的台灣地區消費者，根據各縣市人口比例進行隨機分層抽樣，共發出問卷5066份回收有效問卷913份，並以PZB衡量服務品質模型中的感受的服務 (Perceived Service) 變數做為區隔市場的基礎。經多變量統計分析，將DM、TM、Agent三個行銷管道中各自區隔出三種消費族群；銀行保險管道區隔出四個消費集群。每一個集群配合卡方檢定，對購買壽險的「利益因素」與構成知覺風險高低因素中的「價格/意願」、「商品知識/偏好」「態度/涉入」、「訊息來源/管道偏好」與「人口統計變數」共六個行為變數來解釋集群的行為特徵。研究發現： 1. DM管道消費者(831人)的行為特徵在「利益因素」為便宜、保險是理財套餐一部份、透過其他商品而購買；在「商品知識/偏好」為終身險、儲蓄險、重大疾病險、團體險、意外險；在「態度/涉入」重視的為是否有專人服務與諮詢、與接觸訊息時點有關；在「訊息來源/管道偏好」為業務員、郵局；在「人口統計變數」為年齡集中於23~37歲(71%)、教育程度集中於高中~大學(89%)、居住地區北部(39%)、南部(30%)、中部(26%)。 2. TM管道消費者(57人)的行為特徵在「利益因素」為保險是理財套餐一部份、透過介紹後喜歡並購買；在「商品知識/偏好」為終身險、儲蓄險；在「態度/涉入」重視的為是否有專人服務與諮詢；在「訊息來源/管道偏好」為業務員、TM；在「人口統計變數」為男性居多(68%)。 3. Agent管道消費者(839人)的行為特徵在「利益因素」為購買程序方便、信賴金融機構知名度；在「商品知識/偏好」為重大疾病險、團體險；在「態度/涉入」重視的為是否有專人服務與諮詢、與接觸時點有關、保障內容保費高低、接觸與了解的過程、售後服務、購後滿意程度；在「訊息來源/管道偏好」為業務員、金融機構櫃檯；在「人口統計變數」為年齡集中於23~44歲(83%)、教育程度集中於高中~大學(88%)、職業以民營職員、自由業、自營商人、公教人員。 4. 銀行保險管道消費者(101人)的行為特徵在「利益因素」為信賴金融機構知名度；在「商品知識/偏好」為儲蓄險；在「態度/涉入」重視的為購後滿意程度；在「人口統計變數」為家庭收入9萬以下(80%)、婚姻狀況已婚佔55%。 / This paper investigates the Taiwan's consumers who ever bought insurance by way of direct marketing channel. According to both of random stratified sampling and the proportion of each state's populations, we mail out 5066 articles of questionnaire and gain the 913 effective responses totally. The variable of segment is "perceived service" which is from the PZB model of 1994's version. With the multivariate analysis, we get 3 clusters on each marketing channel of DM, TM, Agent, and 4 clusters on Bancassurance. To each cluster, we apply χ2 Test to test whether it is significant to those behavior factors which are "Interest for buying insurance", "Price/Intention", "Product knowledge/Preference", "Attitude/Involvement", "Information/Channel", and "Population profile". ┌────┬─────┬─────┬─────┬─────┬─────┬─────┐ │ │Interest │Price/ │Product │Attitude/ │Informati-│Population│ │ │buying │Intention │knowledge/│Involveme-│on/Channel│profile │ │ │insurance │ │Preference│nt │ │ │ ├────┼─────┼─────┼─────┼─────┼─────┼─────┤ │DM │Cheaper, │ │Whole life│Consultant│Agent,post│Age │ │ │One stop │ │, Endowme-│exist or │office │between 23│ │ │shopping, │ │nt Dread │not, The │ │and 37, │ │ │Cross │ │disease, │dealing │ │education │ │ │buying │ │group │moment, │ │between │ │ │ │ │insurance,│ │ │high │ │ │ │ │accident, │ │ │school and│ │ │ │ │ │ │ │university│ │ │ │ │ │ │ │resident │ │ │ │ │ │ │ │area on │ │ │ │ │ │ │ │north, │ │ │ │ │ │ │ │middle of │ │ │ │ │ │ │ │Taiwan │ ├────┼─────┼─────┼─────┼─────┼─────┼─────┤ │TM │One stop │ │Whole │ │Agent │Male(68％)│ │ │shopping, │ │life, │ │ │ │ │ │Acceptance│ │Endowment,│ │ │ │ │ │after │ │ │ │ │ │ │ │explanati-│ │ │ │ │ │ │ │on │ │ │ │ │ │ ├────┼─────┼─────┼─────┼─────┼─────┼─────┤ │Agent │Convention│ │Group life│Consultant│Agnet, │Age betwe-│ │ │, Trust │ │, Dread │exist or │Bancassur-│en 23 and │ │ │ │ │disease, │not, The │ance, │44, Educa-│ │ │ │ │ │dealing │ │tion │ │ │ │ │ │moment, │ │between │ │ │ │ │ │Contents │ │high scho-│ │ │ │ │ │and price,│ │ol and │ │ │ │ │ │The deali-│ │university│ │ │ │ │ │ng process│ │, │ ├────┼─────┼─────┼─────┼─────┼─────┼─────┤ │Bancass-│Trust, │ │Endowment │Emphasis │ │Family │ │urance │ │ │ │the satis-│ │income │ │ │ │ │ │faction │ │below │ │ │ │ │ │ │ │NT90000, │ │ │ │ │ │ │ │married │ │ │ │ │ │ │ │(55％), │ └────┴─────┴─────┴─────┴─────┴─────┴─────┘

隨著我國壽險業資產比率快速增加，投資績效不但影響眾多保戶的權益，更影響整體經濟之安定，但面臨現今全球金融和經濟環境劇烈動盪，加上壽險同業間激烈競爭的情況，我國壽險公司如何訂定投資策略做好資產配置，對壽險公司的營運健全而言相當重要。現行保險法第一百四十六條限制壽險公司的投資上限，但法令限制對壽險公司資產配置的影響為何，本研究將透過Markowitz的平均數－變異數投資組合模式對我國整體壽險業及國泰人壽、南山人壽、新光人壽及富邦人壽探討之；並以夏普指數、崔納指數及詹森指數，評估上述四家壽險公司之資金運用績效；另藉由分析壽險業之資金成本是否低於實際投資率，以達成研究壽險業長期資產配置之穩健度。 本研究主要結論如下：1.運用Markowitz 投資組合模型所推導出的效率前緣，以最大Sharpe Measure評估，不受法令限制下所建立之最佳投資組合，較有受法令限制下所建立之最佳投資組合的期望報酬率高，且分散風險的效果較佳。2.整體壽險業及前四大壽險公司之實際投資報酬率皆低於其實際投資組合之期望報酬，顯示壽險業於資金運用的靈活度及績效性有改善的空間。3.以績效評估指標求出前四大壽險公司的資金運用績效，發現新光人壽在此三項評估指標皆位居最後；國泰人壽在評估中皆名列前茅。4.新光人壽的平均實際報酬率低於平均資金成本，應控管好資金成本並加強投資組合之績效；富邦人壽平均實際報酬率高過平均資金成本最多，顯示富邦人壽在資金成本控管及投資績效有良好之表現。整體壽險業的實際報酬率亦高於平均資金成本，顯示我國壽險業於營運狀況正常。 / With the life insurance companies’ assets ratio rapidly increasing, the investment performances affect not only the right of a number of policy holders, but also affect the economic stability. However, facing the dynamic global financial and economic environment and the keen competition in the domestic life insurance industry, the life insurance companies need to adopt the proper investment strategy. Law of Insurance 146th p restricts the investment upper limit of the life insurance company. This research will use Markowitz MV model to discuss the influence of this investment restriction on life insurance companies’ asset allocation by the samples of Life industry, Cathay Life Insurance, Nan Shan Life Insurance, Shin Kong Life Insurance, and Fubon Life Insurance, and evaluate the performances of these four life insurance companies by Sharpe ratio, Treynor ratio, and Jensen’s measure. This research also analyze the cost of capital and real rate of return of these companies to examine the stability of life insurance industry’s long term asset allocation. The conclusions of this research are as follows: 1.Evaluated by the Markowitz efficient frontier and the Sharpe measure, there is the higher expected rate of return and better diversification with no investment restriction. 2.The actual rates of return of the life insurance industry and the above four life insurance companies are below the expected rates of returns of their portfolio evaluated be the Sharpe measure, which means the life insurance industry need to prove their capital allocation. 3. Comparing the performance of the life insurance companies by the performance indicator, we find the then Shin Kong Life Insurance is the last, while Cathay Life Insurance has a good score. 4. We also find the real rate of return of Shin Kong Life Insurance is lower than its cost of capital, which means Shin Kong Life Insurance need to adjust its cost of capital and the investment performance. Meanwhile, Fubon Life Insurance is the excellent in controlling the cost of capital and investment. The real rate of return of the Life insurance industry is higher than its cost of capital, and that shows the Life insurance industry has normal operation.

近年隨著油價、物價上漲所導致的通貨膨脹風險，壽險業者以增額型終身壽險來吸引潛在消費者。另外，由於醫療技術的進步，使得死亡率逐年改善，因此將造成保單在設計時可能將遭受到長壽風險的影響。本篇文章的主要目的即探討長壽風險對於保單責任準備金的影響，並以增額型終身壽險作為本文主要分析標的。首先建構死亡率模型(Lee-Carter模型)，用來配適並模擬死亡率，接著探討增額型終身壽險在各保單年度下之現金流量以及責任準備金的提存，進一步再引進不同的死亡率來探討其現金流量分佈情形與責任準備金之提存。本文研究結果發現，在保險公司未採用遞迴方式計算保費時，當繳費期間愈短、複利利率愈高以及投保年齡愈低時，保險公司所面臨之長壽風險愈大，其後在帶入各種不同死亡率模型，發現死亡改善率愈高，保險公司所面臨之長壽風險愈大，而保險公司在提存責任準備金時，並未考慮到死亡改善率的部分，此對保險公司的財務健全將造成隱憂，本文於此部分建議監理機關透過法規(RBC)的制訂，調整準備金提存的係數，以降低長壽風險對保險公司財務之衝擊。 關鍵字：長壽風險、死亡率模型、增額型終身壽險、保單責任準備金、增額準備金、Lee-Carter Model以及RBC制度。 / With the improvement of medical technology, the life expectancy around the world is increasing year by year during the past decade. Therefore, the increasing whole life insurance policy is popular during these years because its benefits are escalating with time and policyholders think they could gain more benefits when they live longer. Like annuity policies, the increasing whole life insurance could also suffer from the longevity risk, which may have enormous impact on the financial statements of insurers. The purpose of this paper is to discuss the impact of longevity risk on reserves, based on increasing whole life insurance policy. First, we construct Lee-Carter model to fit and simulate mortality rate and assume different mortality improvements from the 2002 Taiwan Standard Ordinary Experience Mortality Table (2002TSO) for further comparisons. And then, we construct a simple model to analyze the cash flows of the increasing whole life policies based on the mortality rates we observed. By constructing a simple model and simulation, we find that if the insurance company does not correctly estimate longevity risk, the insurance company will lose money on the increasing whole life policies. In order to mitigate the insufficiency of life insurers for the increasing whole life policies, we try to provide some supervision suggestion from the view of the risk-based capital (RBC) requirements. We calculate the factor of insurance risk (C2) of RBC requirements because this factor represents the surplus needed to provide for excess claims over expected, both from random fluctuations and from inaccurate pricing for future levels of claims. Keywords: longevity risk, increasing whole life insurance policy, Lee-Carter model, risk-based capital (RBC).

和顧客保持長期關係，對於企業經營是有利的，然而，由於資訊科技的進步與物流效率的提升，顧客越來越來越聰明，要尋找並取得替代產品與服務也越來越容易。在這樣的環境前提下，如何使顧客願意與企業維持長期關係而不轉向競爭者，是企業的一大挑戰。在文獻探討中本文發現，其關鍵是在於要能夠持續與顧客互動並了解顧客，並且將這些了解應用於產品設計、流程設計與組織設計。對於顧客的了解，本文定義其為顧客知識，就成為了顧客關係的基石。不過，由於與顧客的接觸點越多，了解顧客的管道就越多，其整合上有一定的難度，而資訊科技與傳統行銷方法都能夠產生對於顧客的了解，再加上產生並應用對於顧客的了解，以塑造顧客在消費與使用產品與服務時能得到高度的滿意，已經企業所有部門的責任，這樣跨部門的作業也不是一件簡單的事，這些議題都是企業在顧客知識管理上所需面對的。 在過往的文獻中所談的顧客知識管理，很多都混淆顧客資訊與知識，較無探討企業如何加工與顧客互動所得到的資訊，因此無法清楚了解企業在顧客知識管理上所作的貢獻為何。本文就以流程觀點，並以目前市場需求飽和且競爭激烈的人壽保險產業中的一家企業：保誠人壽為例，探討企業內的顧客知識流程，並且探討主要的影響因素，以了解企業在顧客知識管理上所作的努力。 而在本文個案的探訪後，本文還嘗試以服務業作業系統的角度，提出一種顧客知識的新分類：前台作業所需的顧客知識、後台作業所需的顧客知識，並且根據個案中保誠人壽的實際做法，修正文獻探討所提出的顧客知識管理架構，並且提出三種顧客知識管理的類型以及提出其管理重點，以作為實務界與後人研究的參考。 / It is beneficial for an enterprise to keep long-term relationship with its customers. However, owing to advances of information technology and the improvement of logistics efficiency, it is not difficult to search and acquire better products and services to substitute for what they are using now. Under these circumstances, it is a challenge for enterprises to retain their customers. How to do this? The answer in literatures is: to gain more customer insights (defined as customer knowledge in this study) through interactions with customers and apply them in product design, process design and organizational structure design. Therefore customer knowledge is the basics of long-term relationships with customers. But still, there are issues. First, an enterprise may have many contact points with its customers. Then, there are traditional ways versus information technology ways to generate customer knowledge. Finally, an enterprise has to think how to address appropriate customer knowledge to right departments and use them to enhance the total experience when interacting with customers. These are all issues an enterprise has to face with when trying to do “Customer Knowledge Management” (CKM). Most of past studies on CKM did not tell the difference between information and knowledge, thus can not clearly define what contributions an enterprise makes when implementing CKM. This study attempts to investigate practices of CKM in an enterprise in life insurance industry, in which the demand is saturated and the competition is fierce, from a process perspective to manifest how customer knowledge is generated and applied, and what main factors are to affect CKM in an enterprise. After investigation of the case, this study proposes a new framework, from the operation system in service industry, to classify customer knowledge into two categories: customer knowledge needed for front-office operations, and customer knowledge needed for back-office operations. In addition, according to practices in this case, this study will revise the CKM process framework proposed right after the literature review, and will raise keys to successful CKM in CKM processes, for the reference for following studies.