Remedying PZU Group’s negative impacts on consumers and end users

Training has been implemented for employees on ethical marketing, data protection and antidiscrimination. Customers have access to various channels to report problems, comments and complaints. Among available reporting channels are:

• Customer Hotline – 24/7 PZU telephone support handled by specialized personnel offering assistance with complaints, inquiries, and reports;
• mojePZU platform – allows customers to conveniently report issues, submit complaints, and monitor request statuses;
• Online contact forms – forms available on PZU websites enabling customers to submit feedback and requests without visiting branches;
• Branch locations – clients can visit any PZU branch to report an issue or submit a complaint in person;
• Email addresses and traditional correspondence – PZU provides the possibility of submitting complaints in writing, either electronically or in traditional form;
• Customer Ombudsman – a dedicated function within PZU that allows customers to report matters of particular importance such as cases requiring mediation or an individual approach;
• Health Ombudsman – engages in dialogue with patients while maintaining impartiality. Health Ombudsman analyzes patient-submitted cases objectively and assesses service quality and applied procedures;
• Anonymous reporting channels – PZU enables clients to submit concerns anonymously via secure dedicated online forms and external mediation platforms that enhance customer security and facilitate the reporting of sensitive issues.

In the area of retail banking, Alior Bank and Bank Pekao have their own channels for contacting customers. These include bank branches and outlets, a hotline, electronic banking, and e-mail. Alior Bank and Bank Pekao have also established the function of the Customer Ombudsman.

In addition, external mechanisms such as mediation by the UKNF and the Financial Ombudsman are available to customers. In the area of insurance and banking there are dedicated contact channels and Customer Ombudsman functions.

The PZU Group monitors service quality by analyzing NPS indicators, satisfaction levels and the number of complaints resolved at first contact. Regular reports and calibration sessions allow corrective actions to be implemented on an ongoing basis. In 2025, the Group introduced additional tools for real-time monitoring of claims and implemented functionality for reporting complaints through the mojePZU platform. If the customer does not accept the decision, it is possible to contact an expert to jointly work out a solution that meets the customer’s expectations.

In the property insurance segment, statistical analysis and customer feedback analysis are used to tailor operations to the scale of various challenges. Key customer relations tools are based on clear communication, simplified documentation, mediation and settlement negotiations. In life and health insurance, the PZU Group implements market standards to ensure transparency of information, elimination of discrimination and protection of personal data. The healthcare sector is using GDPR-compliant risk assessment systems to enhance the security of patient data processing.

In the area of investments and pension funds, the PZU Group cooperates with industry institutions such as the Chamber of Fund and Asset Management in order to implement market best practices. Bank Pekao and Alior Bank prevent negative product impacts through compliance with regulations, KNF recommendations and market practices. PZU Group entities analyze complaints about IT products, services and systems, implementing adjustments to procedures, products and safeguards, especially in the area of cybersecurity. Banks minimize the risk of customer over-indebtedness through MIFID compliance mechanisms, educational campaigns and analysis of the reputational impact of marketing activities.

The PZU Group uses mechanisms to monitor the quality of service, analyze the results of complaints and grievances, and implement tools to improve customer security, such as identity verification, messages in English and Ukrainian, and the development of digital channels (such as mojePZU). In 2025, the mojePZU portal introduced additional functionality, such as process automation, documentation simplification and the ability to report complaints through a selfservice portal. All these measures are aimed at increasing customer confidence and reducing potential negative impacts.

Each report is analyzed to identify the causes of problems and implement system corrections. In the case of violations of consumer rights, remedies such as mediation, negotiation, compensation or psychological support are used. PZU Group entities ensure confidentiality of data and protection against retaliation, and employees are trained in ethical handling and anti-discrimination.

The PZU Group has introduced simplified visual communications and materials for seniors and people with disabilities. PZU branches offer service points tailored to the needs of vulnerable groups, and local education campaigns raise customer awareness of available channels for reporting problems. Documents are made available in formats useful to people with disabilities (audio, video in PJM, Braille, enlarged font). Bank Pekao modernized bank branches by introducing “Senior Zones” and developed digital services for people with mobility limitations.

During the reporting period, the PZU Group received a total of 447,006 complaints and claims from consumers and end users, representing an increase of 7.6% compared to the previous year. The increased number of reports is primarily due to the increase in the number of customers and users, the expansion of product and service offerings, as well as customers’ growing awareness of the availability of various contact channels.

Measurement uncertainties account for potentially two assumptions:

• PZU Zdrowie and Pekao Group report investment and pension fund claims as the number of complaints;
• Within retail banking, Bank Pekao and Alior Bank also serve customers who are sole proprietors.