• SBM-2

Stakeholder engagement at the PZU Group
Stakeholder group Description of cooperation Key stakeholders Engagement organization Purpose of cooperation How to take into account the results of cooperation
Employees The PZU Group maintains ongoing, open communication with its employees. The dialog takes place at the strategic and operational levels and is led by the HR Department and Management. The goal is to create an engaging work environment, fostering development, well-being and a culture of intergenerational collaboration and openness to change. All PZU Group employees, including managers, trade unions and those employed by subsidiaries. The collaboration covers operational staff, experts and managers from different generations and locations, which requires diverse forms of communication and support.
  • conducting cyclical engagement surveys;
  • mapping and analyzing Employee Experience;
  • setting clear, measurable goals, measured on a quarterly and annual basis;
  • having (annual and quarterly) meetings with superiors, team meetings;
  • having regular meetings between managers and HR representatives, preparing managers for open dialog and development contracts;
  • information campaigns on development opportunities and support;
  • running the #rozmawiajMY (#let’sTalk) program which supports dialog and communication;
  • running the #DobryStan (#Well-being) program which promotes well-being and the work-life balance;
  • having intranet plus company-wide and thematic newsletters, functional mailboxes, live debates, webinars, videos, broadcasts of meetings with the Management Board;
  • whistleblowing system;
  • engaging employees in change (e.g., through ambassador groups);
  • having trade unions participate in consultations and negotiations;
  • providing professional and personal development;
  • understanding the organization’s strategy and performance;
  • activating employees to participate in initiatives and projects;
  • promoting good hybrid work and flexibility practices;
  • ensuring intergenerational and inter-area cooperation;
  • preparing for change and crisis situations;
  • ensuring community involvement and volunteerism;
  • preventing diseases, promoting health and preventing burnout;
  • strengthening responsibility for growth and well-being;
  • enhancing sense of influence over decisions and work environment;
  • engaging in dialog with trade unions to support the organization’s sustainable development.
 The results of engagement surveys and other forms of consultations are analyzed by the HR Department and Management. On this basis, changes in HR policies, working arrangement (e.g., flexible remote working), incentive systems, and development activities are implemented. Feedback is used to design well-being programs, information campaigns and health promotion initiatives. The results are reported to the Board and support the human capital management strategy.
Customers The PZU Group maintains ongoing multichannel communication with customers – at branches, medical centers and agents’ offices – and remotely, with hotlines, social media, forms, chats, e-mails, as well as mojePZU, inPZU, Alior Mobile and PeoPay platforms. The communication is simple and accounts for the needs of different groups, including seniors and people with disabilities. Individual clients using health, motor or property insurance, corporate clients (companies, local governments and public institutions), participants in ECSs and EPSs, and employees covered by group insurance. In this category, the PZU Group includes retail and institutional customers, vulnerable people such as seniors, and customers who prefer digital or traditional contact.
  • the Client Ombudsman and Health Ombudsman;
  • satisfaction and service quality surveys;
  • a customer improvement database (employee initiatives);
  • OK SENIOR® certification for senior-friendly establishments;
  • participation in trade fairs, conferences, and industry meetings;
  • financial and insurance education programs;
  • implementing omni-channelism and removing barriers to accessing services;
  • ensuring a positive shopping and service experience;
  • incorporating client feedback in business solution design;
  • making terms of offers and contracts transparent;
  • preventing digital and social exclusion.
 The results of customer satisfaction and feedback surveys are used to modify products, service processes and communications. Suggestions influence the development of offerings and system improvements. Feedback is provided to relevant units and supports the clientcentric strategy.
Business partners and agents The PZU Group works with agents and brokers in a partnership model based on trust and mutual benefit. This includes joint initiatives, consultations, educational and sales efforts – in face-to-face meetings and through digital tools (portal, newsletters, social media). Partners have the opportunity to actively participate in the process of improving products and services. Tied agents, multi-agents and insurance brokers. The cooperation covers a wide network of intermediaries who play an important role in the distribution of PZU Group products. This category includes B2B sales partners, local agents, corporate brokers and strategic partners supporting the development of distribution channels.
  • having annual and monthly meetings with agents;
  • internal communication portal for agents;
  • sending out newsletters with news and sales materials;
  • engaging in ongoing communication in social media;
  • providing training and sales support programs;
  • consultation groups and business forums for agents;
  • conducting opinion polls, focus groups, satisfaction and quality-of-cooperation surveys;
  • learning the partners’ expectations and challenges;
  • presenting and jointly implementing strategic plans;
  • improving products and sales processes;
  • building honest, long-term relationships;
  • accessing up-to-date information and tools to support sales;
  • jointly building value for end customers
 Conclusions from studies, meetings and consultations are used to optimize offerings, service processes and sales strategy. Feedback from agents and brokers influences product development, modifications to sales systems and measures to increase the efficiency of cooperation.
Suppliers The PZU Group works with a wide range of suppliers, basing its relationships on ethics and compliance with the “Code of CSR Best Practices for PZU Group’s Suppliers”. It builds long-term partnerships with them, implements joint optimization projects and conducts regular compliance reviews, including in the ESG area. Technology (IT, cloud) service providers, marketing, administrative and logistics service companies – both local and international. Stakeholder categories include technology and non-technology suppliers, strategic partners, subcontractors and new counterparties included in the list of qualified suppliers.
  • List of Qualified PZU Suppliers;
  • conducting PZU and PZU Życie supplier audits (which account for ESG and service quality requirements);
  • having (ongoing and periodic) meetings and negotiations;
  • supporting the understanding of requirements and standards;
  • working together on the quality of supplies;
  • exchanging knowledge about the potential and capabilities of both sides;
  • maintaining a responsible and sustainable supply chain;
  • having ethical purchasing practices in place;
  • holding up to high business standards;
  • bringing increased ESG awareness among suppliers;
  • ensuring better quality of goods and services;
  • ensuring business continuity and operational security.
 The results of audits, risk assessments and supplier feedback are systematically analyzed and used to update procurement policies and selection criteria, as well as to decide on continuing cooperation. Regular communication and dialog with suppliers supports improvement and strengthens accountability throughout the value chain.
Capital market The PZU Group maintains transparent, two-way communication with capital market players It includes current and periodic reporting, the presentation of financial performance, meetings with investors and analysts, broadcasts of corporate events, and an investor relations service (PL/EN). The goal is to provide equal access to information and build trust in the PZU Group’s strategy. Institutional investors (investment funds, pension funds, asset management), individual investors, financial analysts and rating agencies. Stakeholder categories include capital market players, entities that assess the financial credibility of the PZU Group, as well as retail and institutional shareholders.
  • holding shareholder meetings with online participation;
  • providing current and periodic reports in accordance with stock exchange requirements;
  • holding quarterly performance presentations and meetings with the Management Board;
  • broadcasting corporate events (PL/EN);
  • providing the IR service with reports, presentations, recordings, calendar, contacts;
  • meeting institutional investors (at conferences, roadshows, teleconferences);
  • WallStreet annual conference for individual investors;
  • having the “Moje Akcje PZU” loyalty program in place;
  • equal access to information affecting investment decisions;
  • building investor and analyst confidence;
  • ensuring transparency of business and financial operations;
  • supporting investment decisions with reliable data; • understanding PZU Group’s business model and strategy;
  • growing capitalization and efficiently distributing profits.
 Questions and requests from investors and analysts are analyzed by the Investor Relations Team and forwarded to the relevant units. On this basis, the PZU Group is improving communication, data presentation and IR tools. The impacts are taken into account in annual plans and reported in the Management Board’s report on the activity of the PZU Group and PZU SA.
Government authorities and entities of the financial market infrastructure (KNF, UOKiK, WSE) The PZU Group maintains an ongoing dialog with government authorities and market regulators. We participate in legislative consultations, debates, conferences and working groups. The KNF and the UOKiK supervise the PZU Group’s compliance with laws, recommendations and governance standards. Supervisory and regulatory institutions and EU bodies.
  • participating in consultations on legislative projects;
  • providing opinions on draft legislation;
  • participating in meetings with regulators on the effects of regulation;
  • reporting in accordance with supervisory requirements;
  • cooperating in the implementation of recommendations and guidelines;
  • participating in industry conferences and debates;
  • complying with laws and regulations;
  • co-shaping the regulatory environment in a manner conducive to market growth;
  • identifying and analyzing the impact of new (national and EU) regulations;
  • implementing preventive measures and mitigating potential regulatory risks.
 Recommendations and guidelines from regulators are analyzed and implemented in the relevant areas of the PZU Group. Key changes are reported to the PZU Management Board and the PZU Supervisory Board, and we include them in our strategy and policy updates.
Industry organizations and public institutions (including PIU, ZBP, FOB) The PZU Group cooperates with NGOs, public institutions and industry organizations. Participating in their work allows us to co-create good practices and market standards. Industry and expert organizations (e.g. PIU, ZBP, FOB, UN Global Compact Poland) and educational institutions supporting the development of good practices in insurance, finance and ESG.
  • participating in PIU and ZBP working groups and consultations conducted by industry organizations;
  • participating in and organizing conferences, seminars and debates;
  • co-creating expert and educational publications and materials;
  • exchanging knowledge and experience in the ESG;
  • promoting ethics, responsibility and sustainability;
  • supporting the development of good market practices and ESG standards;
  • co-shaping industry and regulatory policies in the spirit of sustainable development.
 Conclusions from projects and consultations support the improvement of strategic activities in ESG. The opinions of NGOs and public institutions are taken into account in planning future initiatives and included in non-financial reporting. Participation in the work of the PIU, FOB and ZBP helps shape market standards and public policies.
Local communities and NGOs The PZU Group works with local communities and NGOs across Poland, focusing on social, educational and preventive projects. This cooperation includes engaging employees in voluntary work, supporting local initiatives, activities that improve the quality of life, safety and health of residents. The PZU Group supports community development by providing grants and subsidies as well as pursuing social campaigns and prevention and sponsorship activities. Foundations and associations operating in the areas of health, education, security; community leaders and particularly supported groups (children, youth, seniors). The PZU Group also cooperates with organizations working to improve safety (e.g., GOPR). Stakeholder categories include urban and rural communities, groups at risk of exclusion, beneficiaries of volunteer and prevention projects and participants in local initiatives supported by the PZU Group.
  • running prevention (health, safety) campaigns;
  • supporting emergency services and local infrastructure;
  • engaging in employee volunteer projects;
  • providing grants for original local projects;
  • providing subsidies for the disadvantaged;
  • running sports and educational projects for children and young people;
  • cooperating with local institutions in organizing events;
  • ensuring community development;
  • strengthening the PZU Group’s role as a responsible social partner;
  • developing employee volunteerism and civic engagement;
  • improving the safety and quality of life;
  • equalizing educational and social opportunities;
  • encouraging employees to be socially and civically active;
  • promoting healthy lifestyles and physical activity;
  • reducing disparities in access to services and infrastructure.
 The PZU Group monitors the effects of activities in terms of their social impact. Findings are used to plan future initiatives, improve volunteer programs and prevention. Feedback from beneficiaries and local partners is incorporated into the PZU Group’s social responsibility strategy and reported to the Management Board as part of achieving ESG targets.
Media The PZU Group cooperates with the media in a manner based on the principles of transparency, availability of information and the building of trust. It conducts proactive activities (through press materials, conferences, briefings) and reactive activities (responses to journalists’ inquiries). PZU actively participates in the public debate, educating in the areas of insurance and finance – in traditional, digital and social media. National and regional media, industry media (insurance, finance, economy), portals and news websites, and journalists specializing in economic and social issues. The category includes traditional media such as printed press, radio and television, digital and social media, and thematic publications (business, health, insurance).
  • preparing and distributing press releases;
  • holding press conferences and briefings;
  • having experts participate in interviews and debates;
  • participating in industry conferences and public events;
  • maintaining relationships with key editors and journalists,
  • ensuring social media presence (LinkedIn, Twitter/X, Facebook);
  • responding to press inquiries in accordance with the PZU Group’s information policy;
  • giving quick and reliable access to information about PZU Group activities;
  • building a positive and expert image of the PZU Group in the public space;
  • raising public awareness of insurance, finance and social responsibility;
  • strengthening confidence in the PZU brand;
  • promoting the PZU Group’s strategies, initiatives and activities in ESG, innovation and prevention.
 The PZU Group is monitoring media coverage and public reactions. Conclusions are used to improve communication strategy, adjust messages and respond to information needs. The opinions of journalists and audiences are taken into account when planning information and education campaigns, as well as in shaping the PZU Group’s information policy.

The results of stakeholder cooperation are monitored and recognized in PZU Group operations. The effects of activities relating to social engagement, customer satisfaction and operational process efficiency are analyzed. The PZU Group strives to implement innovative solutions that strengthen its position as a responsible financial market player. Management staff responsible for relations with individual stakeholders in accordance with their competencies report the results of their cooperation to the Management Board. Through these activities, the PZU Group is building long-term relationships with its stakeholders, raising the standards of management and value creation for all parties involved in the PZU Group’s operations.

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