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S4-3
Through internal collaboration and analysis, PZU Group identifies potential negative impacts on consumers and end-users and implements corrective actions to minimize them and where negative impacts are detected, appropriate remedial measures are introduced.
PZU operates a Closed Loop improvement process, adopted by PZU Group’s Management Board, which defines, implements, and monitors customer-centric initiatives, ensuring positive customer experiences. The objectives of this process include improving customer experiences, enhancing products and services, designing customer experiences, ensuring consistent and effective communication, and developing new products and services tailored to the needs and expectations of customers. Closed Loop process also involves fostering the appropriate attitudes and behaviors among employees, particularly by engaging them in actively participating in the process of defining and managing customer-centric initiatives.
PZU Group protects consumer privacy by ensuring full confidentiality of complaints and compliance with personal data protection regulations, including GDPR. Complaint handling procedures ensure that customer data is securely processed with restricted access to authorized personnel only. Employees undergo regular trainings on data privacy and confidentiality that meet the highest standards in this area. All complaints are logged in systems compliant with legal requirements and a dedicated organizational unit manages privacyrelated processes.
Each customer can submit complaints via various channels, such as call centers, dedicated online forms, email, written correspondence and inperson branch visits. Key support entities, including Customer Ombudsman assist consumers in complex cases, including decisions on complaint acceptance and providing additional support if necessary.
Key efficiency indicators for corrective actions such as NPS scores, complaint resolution rates on first contact and customer satisfaction levels are monitored on an ongoing basis. Analysis results are presented to management boards responsible for improvement strategies implementation. Regularly published reports allow for efficiency assessment and identification of improvement areas.
All tickets and reports are analyzed to identify root causes of issues and systemic corrections. Actions including mediation, negotiation, or settlement in more complex cases.
Special programs include support for families holding the Large Family Card, protection of coinsured children and measures to improve service accessibility for seniors and persons with disabilities. Implemented solutions include simplified visual communication and information materials tailored for seniors and individuals with visual impairments.
The described actions are carried out through a wide range of communication channels, which enable consumers and end users to quickly and effectively report their concerns, issues, or needs. Among available reporting channels are:
24/7 PZU telephone support handled by specialized personnel offering assistance with complaints, inquiries, and reports.
Allows clients to conveniently report issues, submit complaints, and monitor request statuses.
Available on PZU websites forms enabling customers to submit feedback and requests without visiting branches.
Clients can visit any PZU branch to report an issue or submit a complaint in person.
PZU provides the possibility of submitting complaints in writing, either electronically or in traditional form.
A dedicated function within PZU that allows customers to report matters of particular importance such as cases requiring mediation or an individual approach.
Engages in dialogue with patients while maintain impartiality. Health Ombudsman analyzes patient-submitted cases objectively and assesses service quality and applied procedures.
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 of contact with the customer, these include: bank branches and branches, hotline, electronic banking, e-mail. Alior Bank and Bank Pekao have also established the function of the Customer Ombudsman.
Beyond internal contact channels, PZU Group supports independent reporting mechanisms through collaboration with third parties. Mechanisms Include:
PZU Group facilitates consumer and end-user contact with consumer rights organizations and mediation in disputes. In such cases clients can use independent mediation platforms.
Consumers can escalate complaints to regional consumer ombudsmen or consumer rights offices that collaborate with PZU to resolve complex cases. Additionally, in the area of banking, customers can use the Banking Consumer Arbitration at the Polish Bank Association and the Financial Ombudsman.
PZU directs clients to trusted third-party platforms that enable anonymous and secure reporting of sensitive issues, including consumer rights violations.
Additionally, PZU Group actively enhances the availability of communication channels directly in areas having the greatest impact on consumers and end-users. Such initiatives include:
PZU Group extends its network of on-site branches and mobile service points allowing for direct client contact in convenient locations, e.g. PZU Zdrowie branches established in smaller towns and rural areas.
Dedicated consultants directly assist customers with issue resolution and complaints at claims service points.
Branch locations with tailored service stations for seniors and persons with disabilities ensuring easy access to concerns and needs reporting channels
PZU Group organizes local information and educational campaigns aiming to increase consumer awareness of available issue reporting channels and finances. They include distributing informational leaflets and conducting training sessions in selected locations.
PZU Group is implementing additional communication channels and improvements to existing issue reporting processes over the next 12–24 months. Planned actions will include:
- expanding the functionality of the mojePZU mobile app to include new issue reporting features, such as real-time chat with consultants
- launching a pilot system for anonymous reporting of sensitive PZU customer issues, such as consumer rights violations
- extending PZU call center availability during peak hours by increasing the number of dedicated customer service employees
- introducing new real-time complaint monitoring tools to enable faster response to customer issues
- implementing a self-service portal in mojePZU to allow customers to submit complaints digitally.
To safeguard consumers and end-users from retaliation when using available concerns and needs reporting channels, PZU Group ensures protection through its policies:
Customers submitting concerns can do so anonymously, reducing the risk of retaliatory actions.
Complaint handling procedures include clauses prohibiting any form of discrimination or adverse consequences for those who file complaints.
Reports are monitored by independent units, such as the Customer Ombudsman, ensuring impartiality and process transparency.
Employee training PZU employees receive regular training on preventing retaliatory actions and promoting a culture of trust and respect toward complainants.
During the reporting period, PZU Group received a total of 415,504 complaints and claims from consumers and end-users. Nearly 270 thousand complaints were related to retail banking and over 140 thousand complaints were related to life and health insurance and non-life insurance. Other complaints totaled fewer than 4 thousand cases. Measurement uncertainties account for potentially two assumptions:
- PZU Zdrowie and Pekao Group report investment and pension fund claims as number of complaints
- Pekao Bank and Alior Bank retail banking figures also include sole proprietorship.
| Submission category | 2024 |
|---|---|
| Life and Health Insurance | 65,532 |
| Non-life Insurance | 76,717 |
| Investment and Pension Funds | 214 |
| Bankowość detaliczna | 269,544 |
| Retail Banking | 3,497 |
| Total | 415,504 |