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S4-4
The PZU Group is working to identify and minimize negative impacts on consumers and end users. The process is based on analysis of complaints, claims, satisfaction surveys, and NPS and CSAT indicators. This data is used to identify corrective actions, optimize service processes and design new solutions in line with customer needs.
In terms of non-life insurance PZU Group leverages statistical analysis and customer feedback to tailor responses to identified issues. Enhanced communication transparency, documentation, and mediation are key tools in dispute resolution.
In terms of life and health insurance PZU Group applies industry standards ensuring transparency, nondiscrimination, and data protection. Regarding investment and pension fund governance PZU Group cooperates with the Chamber of Fund and Asset Management in order to implement best market practices.
In the healthcare sector, the PZU Group implements risk assessment systems in compliance with GDPR regulations, enhancing the security of patient data processing.
In the retail banking segment, Alior Bank prevents negative effects of products by preparing them in accordance with legal standards, recommendations of supervisory bodies, industry practices and market practices.
Through continuous market monitoring and analysis, the PZU Group effectively minimizes actual and potential negative impacts of its operations, adapting its activities to evolving customer needs.
The PZU Group analyzes customer complaints about IT products, services and systems, monitors their number and causes. The banks implement corrective measures such as procedure updates, product enhancements and strengthening cybersecurity and customer financial security measures.
Preventive, mitigating, and corrective actions
The PZU Group takes proactive measures to prevent, mitigate, and remedy significant negative impacts on consumers and end-users. Key initiatives include:
Regular reviews and updates to customer data security procedures are conducted to minimize privacy breach risks.
Implementation of analytical tools for early risk detection, and employee training on preventing discrimination and promoting equality in customer service.
Employee training on risk identification and management, including discrimination prevention and promotion of equality in customer service.
Development of operational risk monitoring systems and early problem detection tools.
Customer education campaigns on threats, fraud methods and how to avoid them, including to reduce unauthorized transactions at Bank Pekao and Alior Bank.
Continuous monitoring of products and processes – assessing compliance with customer expectations and quality standards in product management.
Simplified processes for handling complaints, mediation and negotiations with experts, which reduce waiting times and reduce the burden on customers.
Financial and technological support for vulnerable groups (seniors, people with disabilities) by adapting processes to serve these groups.
Mediation and negotiation with experts in difficult situations.
Organizing remedial programs in case problems are detected in customer service processes, including compensation for losses resulting from operational errors.
Providing rehabilitative and psychological support for customers affected by serious incidents (health-related or financial).
Request handling process – ensuring prompt and timely processing of submissions and providing comprehensive, understandable feedback. The timeliness of responses is periodically monitored and reported.
Initiatives generating additional positive impacts
During the reporting period, the PZU Group implemented a number of sustainability initiatives for the benefit of customers and end users:
- PZU Zdrowie ran a pro-health blog and prevention campaigns, e.g., “Parent Academy”, “Senior Academy” and #HealthyCareer, to support the health of customers and their families;
- Bank Pekao and Alior Bank have carried out educational programs for children and young people, such as the audiobook “Bajki Oszczędzajki”, the book “Porwanie Pani Złotówki” and the report “Finansowy świat dziecka” promoting financial knowledge and responsible use of banking products.
The PZU Group also organized seminars, information campaigns and thematic guides available online that support the development of financial literacy in the areas of household budget management, investing, saving, use of banking products and applications, and financial risk management.
- implementation of educational and social programs on environmental protection and risk management. The PZU Group actively supports customers’ green choices by offering products where the subject of insurance is photovoltaic installations, wind power plants, biogas plants, sewage treatment plants and recycling activities, among others;
- providing the moje.pzu.pl portal as a tool for comprehensive online case management;
- programs to help accident victims, psychological and rehabilitation support;
- information campaigns in social media (e.g., PZU Ukraine) on risks, fraud prevention methods and specifics of insurance products;
- Bank Pekao’s initiatives aimed at reducing the risk of misleading customers regarding the free‑credit sanction (FCS). These actions included adjusting contract templates and APR (RRSO) calculation principles to the requirements of the Consumer Credit Act, limiting the scale of new sales with potential FCS risk, and refinancing agreements burdened with FCS risk from the existing portfolio into new loans;
- Alior Bank’s focus studies and customer satisfaction surveys, as well as the ability to report opinions through the “Customer Zone” service on the website. The results of the study are the basis for recommendations to business units;
- communication support in accordance with the principles of the Code of Ethics in Advertising, eliminating the risk of misrepresentation and ensuring the clarity of the message.
Progress and results achieved during the reporting period
The PZU Group has consistently implemented measures to improve the quality of customer service, increase the availability of services and minimize negative impacts. In the field of insurance operations, measures have been taken and good practices have been implemented, such as providing clear information, non-discrimination, and protection of personal data. The product offering is tailored to meet the needs of different social groups, including large families, children and corporate customers, offering them extended protection and support.
- improving customer service processes through automation and development of electronic channels as part of the mojePZU platform;
- introducing modern technological solutions to increase customer security, such as automatic verification of PESEL number and electronic business card of Alior Bank employee;
- changes in the scope of protection in insurance products, e.g., PZU Dom introduced a change in the design of the product, as a result of which the PZU Group offers an “all risk” formula in the basic insurance coverage, as well as protection for photovoltaic installations and heat pumps;
- implementation of simplified complaint processes, which reduced case processing time;
- implementation of education and communication activities that improved the quality of information provided and simplified documentation for customers;
- development of the functionality of the Life Customer Office in PZU Ukraine, enables self-management of policies online;
- support programs for those affected, including rehabilitation and psychological assistance.
Ways of ensuring PZU Group’s practices do not contribute to significant negative impacts
The PZU Group has implemented procedures and mechanisms to eliminate potential negative operational impacts:
The PZU Group conducts audits of operational processes to ensure compliance with laws, including GDPR and consumer protection regulations. The audits cover areas of risk that may affect customers.
The impact of products and services on various customer groups, including the elderly and those at risk of social exclusion, is periodically evaluated. Analyses are based on complaints data, satisfaction surveys and expert consultations for new products.
Ethical marketing and sales policies have been implemented to eliminate the risk of misleading customers. Complaint procedures have been adjusted to minimize the negative effects of delays in processing reports, and products are monitored for compliance with customer expectations.
Employees regularly participate in training on risk identification, anti-discrimination, data protection and building equality in customer service. The management implements programs to support the implementation of policies related to sustainable development and social responsibility.
The PZU Group uses solutions to enhance customer security and develops the mojePZU platform, which simplifies service and documentation.
Disclosure of major issues and incidents related to human rights in consumer and end-user relations
Resources allocated for managing significant impacts
The implementation of activities in relations with consumers and end users is the responsibility of specialized organizational units, including the Customer Experience Management Department at PZU, which analyzes customer feedback and recommends corrective actions, and the Customer Ombudsman, which assists in resolving difficult cases. Product offices tailor offerings to meet the individual needs of consumers, and PZU’s Claims and Benefits Handling Department ensures efficient compensation processes. The Compliance Department at PZU coordinates ensuring the compliance of operations with applicable laws and accepted standards, and at Bank Pekao the Compliance Department designs control mechanisms. In addition, the PZU Group engages external partners such as NGOs and specialists in rehabilitation, psychological support and mediation, to provide a comprehensive approach to impact management.
The PZU Group conducts analyses of complaints, claims and customer satisfaction survey results, using this data to implement corrective actions and optimize handling processes. The process of handling reports is monitored continuously, and the timeliness of responses is reported, providing greater transparency and efficiency.
PZU Group products and services are designed taking into account the needs of different customer groups, including the elderly, people with disabilities and those with the Large Family Card. The offer includes solutions to enhance safety and comfort, health care programs, and a wide range of insurance and investment products tailored to the expectations of individual and corporate customers.
The PZU Group is modernizing digital platforms, such as mojePZU, to provide convenient access to services and real-time case management capabilities. Integrated systems have been implemented for monitoring risks and analyzing notifications, allowing faster response and implementation of corrective actions. Bank Pekao is increasing digital accessibility by, among other things, providing descriptions for audio-video recordings for the deaf.
The PZU Group implements information campaigns and educational workshops on consumer rights and personal data protection. In stationary branches, service desks adapted to the needs of the elderly and people with disabilities have been introduced, which increases accessibility of services and comfort of contact with counselors.
Simplified and easily accessible informational materials on products and service procedures are created to ensure that customers fully understand the content. Consumer opinions are systematically collected and analyzed, and the results of satisfaction surveys are used to design new solutions and map customer paths.
The role of PZU Group’s business relationships in managing consumer and end-user impacts
The PZU Group uses its business relationships to manage significant impacts on consumers and end users by working with external stakeholders and service providers. In the area of life and health insurance, cooperation with employers makes it possible to offer group health insurance, and the experience from these relationships is used to optimize processes and tailor offers to all customers. In terms of claims and benefits handling, the PZU Group engages a network of medical, assessment, and rehabilitation service providers, ensuring efficient evaluation of accident impacts and access to appropriate benefits. Working with translators makes it easier to handle documentation in foreign languages, increasing customer convenience.
Impact results
The PZU Group has pursued activities aimed at strengthening the positive and reducing the potential negative impacts of its services, developing products, service standards and the availability of solutions in key areas of its business – from life and health insurance to property insurance to investments, banking and healthcare. Ongoing initiatives took into account both the needs of customers and the results of ongoing monitoring of their experience, quality of service and potential areas of risk. This has enabled the PZU Group to respond effectively to the expectations of the various groups that use its services, and to improve its service, digital and advisory processes in accordance with the principles of a responsible approach to influence.
The PZU Group developed its offerings and service quality, including the introduction of PZU Perspektywa na Przyszłość insurance, implementation of the Free Rehabilitation Program and OPPW psychological support, and streamlining processes at PZU Zdrowie. Customer feedback was continuously taken into account by monitoring satisfaction with purchases, claims handling and complaints.
New features were introduced to improve the customer experience, such as Auto Serwis in PZU Auto and Self-Service NEXT with generative AI in PZU Dom. Foreign companies developed comprehensive services (e.g., Customer Experience Partner), trained employees, reduced complaints and increased online accessibility.
The PZU Group provided equal access to products in accordance with prospectuses and managed risk and impact in accordance with the Group’s strategy.
Bank Pekao focused on providing convenient, customized access to financial services, supporting customers at every stage of life and expanding accessibility in smaller towns, as well as increasing digitalization and remote service. At the same time, Alior Bank managed significant influence by supporting customers in resolving complex issues through its Customer Ombudsman function, conducting honest, straightforward communication and education in accordance with responsible marketing principles, and ensuring that products meet customer needs based on structured procedures for service design and introduction. Both banks pursued goals based on monitoring customer expectations, improving the quality of service and building offerings that meet customer needs.
PZU Zdrowie managed 130 of its own facilities – including more than 40 diagnostic imaging labs – and some 2,400 partner facilities in nearly 700 cities, as well as a medical hotline, the mojePZU portal and the Telemedicine Center, allowing it to deliver healthcare, including under the National Health Fund (NFZ), according to the customers’ needs. Identification of potential negative impacts was carried out through ongoing dialog with patients, local communities, community organizations, educational institutions and academia, and using demographic data.
