Targets related to managing impacts risks and opportunities

To align actions with key elements of customer relationships, PZU Group employs a comprehensive approach to defining and implementing strategic targets based on data analysis, regulatory requirements and direct stakeholder engagement. Group’s targets are tailored to different business segments, such as life and health insurance, non-life insurance, investments, retail banking and healthcare. The approach entails key performance indicators (KPIs) to ensure stability and comparability of targets over time.

PZU Group has set targets across multiple business areas to increase customer satisfaction, improve service quality and implement innovative solutions aligned with evolving market requirements.

The key target for non-life insurance The PZU Group aims to provide a comprehensive offer. This was expressed by the introduction of the Auto Service option to the PZU Auto – “Pomoc w Drodze” product. In order to improve the handling of compensation for property damage in PZU Dom, the SelfService NEXT solution was introduced, which uses generative AI. Artificial intelligence checks whether PZU is responsible for the damage reported by the client independently – if so, the compensation is transferred to the path to payment. Liteuvos Draudimas introduced the Customer Experience Partner process responsible for comprehensive and multi-faceted handling of customer cases. BALTA-specific targets were improvement of service quality through employee training, complaint numbers reduction and ensuring full online service accessibility by 2025 compliant with WCAG (Web Content Accessibility Guidelines). Customers, by expressing their opinions, assessments, and impressions, served as a source of information regarding targets, including building a product offering that meets their expectations and needs. The main voice of the customers is the dialogue and exchange of information and experiences with sales representatives.

Bank Pekao’s retail and corporate banking 2021-2024 ESG strategy focuses on positive societal impact, including including ensuring equal opportunities and preventing social exclusion. The key target was to expand access to financial services for underserved groups as well as increasing customer satisfaction via digitalization and enhancing the bank’s reputation. Bank has implemented “Responsible Marketing Principles” promoting fair customer communication and ESG education. Products were developed in consideration with customer expectations, regulatory compliance and internal policies. As part of its ESG strategy, the bank focused on preventing financial exclusion and increasing the accessibility of banking services for a wide range of customers. In business banking, a structured approach was implemented “Product Implementation Policy” including customer needs analysis, market assessment, revenue model, and compliance verification with KNF regulations. Starting from 2024, the process of introducing new products must also include greenwashing analyses.

Targets implemented by PZU Group Banks incorporated customer feedback through research initiatives as part of the e-Zoom Finance 2023 (KANTAR).

PZU Group consistently pursues its targets in different areas of operation, concentrating on enhancing service quality, boosting customer satisfaction, digitizing processes, and responsibly managing risk and social impact.