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Incorporating the perspective of affected communities in PZU Group's activities
The PZU Group considers the perspective of affected communities in its activities, which is reflected in aid initiatives, preventive campaigns, as well as information and education campaigns.
PZU Group does not have one single unified process for cooperating with affected communities. Each PZU Group entity implements initiatives based on internal regulations and tailor their actions to identified social needs. Entities within the PZU Group may undertake independent actions to enhance understanding of the specific needs of local communities. PZU Group activities are performed on a cyclical basis, most often over a 1-year time horizon, in a structured manner. To learn the perspective of affected communities, the PZU Group organizes ongoing communications, collects sponsorship requests, and gathers stakeholder feedback.
For this purpose, the following communication channels are used: cooperation with the relevant departments of PZU Group, contact with units responsible for sales and customer service, including claims handling, preventive actions, sponsorship, and cooperation with the PZU Foundation. As the consequence of the needs as identified, aid, preventive and educational initiatives are launched and tailored to the community’s needs. The frequency of collecting community opinions and needs is in the nature of regular, ongoing contact, such as contact with customers.
Every opinion and voice of community is taken into account. The PZU Group does not distinguish a separate process for gathering feedback of indigenous peoples.
In 2025, the perspective of affected communities informed the PZU Group’s decisions and contributed to the implementation of preventive campaigns, the launch of support programs, and the next round of employee volunteer programs, in addition to sponsorship activities. Details of each activity are described in the following pages of this chapter.
Responsibility for the cooperation process
Members of the Management Board of each entity and directors of operational units responsible for overseeing social engagement programs are accountable for ensuring cooperation with affected communities and integrating the outcomes of this collaboration into the PZU Group’s strategy and activities.
Within the PZU Group, relevant committees operate, including the PZU Sponsorship and Prevention Committee, which make decisions managing impact on communities. At the operational level, these functions are carried out by competent substantive units.
Evaluation of cooperation effectiveness with affected communities
PZU Group assessed cooperation effectiveness through initiative performance analysis as well as quantitative and qualitative data collection and reporting. The number of initiative beneficiaries was monitored that allowed PZU Group for determining outreach scope and actual impact. Another important element for PZU Group was sponsorship and operational impact reporting that provided detailed records of initiative progress and results. Another key source of information for the PZU Group was the analysis of opinions and suggestions received from beneficiaries, which facilitated the ongoing adaptation of activities to their needs and expectations. Detailed information on selected activities and initiatives is provided when they are described in detail.
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Community representatives may report their issues or concerns that require addressing through the same channels and mechanisms that are deployed for employees described in the Procedure for Addressing Human Rights Violations in the PZU Group. Reports can be sent to the email address: rzecznikklienta@pzu.pl. Information on the availability of the channel for reporting issues and concerns is available on the PZU website under the “PZU Group Human Rights Policy”: (Policies and reports). Any problems or concerns can be reported anonymously.
Each complaint is monitored – it is recorded and a report is created following an individual analysis. Systematic analyses and reporting on the effectiveness of implemented corrective measures are internal. For this purpose, regular audits of the problemreporting system are conducted and its effectiveness is evaluated, for example, through surveys distributed to employees.
The PZU Group believes that it is an expression of confidence in the existing structures and processes for communities to communicate their concerns by using these mechanisms. The PZU Group does not retaliate in response to issues or concerns as reported. Each signal is investigated and analyzed to address the problem and find a solution or implement remedial measures.
Cooperation with affected communities on impact management targets
Through problem and needs reporting, affected communities indirectly participate in defining targets and future actions. The collaboration processes described in the previous section allow for setting targets tailored to the needs of affected communities.
Local community organizations can apply for sponsorship or can approach the PZU Foundation with a request for support. Continuous monitoring of outcomes and a commitment to dialogue with communities ensure that actions are relevant, transparent, and contribute to society’s longterm welfare.
