Post-sales support

Highlights 2017

Business

Strong market position in motor insurance, including direct activity with a market share of 38.4%
Strong market position in motor insurance, including direct activity with a market share of 38.4%
Pekao ranked 2nd and Alior Bank ranked 8th in terms of accumulated assets
Pekao ranked 2nd and Alior Bank ranked 8th in terms of accumulated assets
The PZU Group’s share in the non-life insurance market is 35.7%
The PZU Group’s share in the non-life insurance market is 35.7%
Strong position in insurance with a periodic premium with a market share of 45.8% (+0.7 p.p. y/y, the highest level since 2010)
Strong position in insurance with a periodic premium with a market share of 45.8% (+0.7 p.p. y/y, the highest level since 2010)
Group model based on a comprehensive offering in the insurance, finance and health area
Group model based on a comprehensive offering in the insurance, finance and health area
2000 outlets at the disposal of clients in the health insurance and medical care services provided by the PZU Group
2000 outlets at the disposal of clients in the health insurance and medical care services provided by the PZU Group
Reference Areas:
Health
Investments
Banking
Best Pratices in PZU

„…Our approach to post-sale service is equally professional. We handle and pay out claims quickly and efficiently. At the same time, we reduce formalities as much as possible. We also put special emphasis on constant development and accessibility of our claims handling network, professionalism of our employees and a high standard of client service”

Responsible action in the claims handling area means both a fast and efficient payout and a tailored approach to each and every client. This is often associated with the provision of support in adjusting to new circumstances. One of such solutions is the “PZU Client Relationship Manager”. The Team to Organize Assistance for Accident Victims (PZU Client Relationship Managers) provides comprehensive support to victims of accidents caused by persons covered by a third party liability (TPL) policy issued by PZU. The Team members are mobile employees who visit accident victims at home to determine their actual life situation and find out what their needs are. PZU Client Relationship Managers are deployed across the country to make it easier for them to establish a personal contact with the client and provide him/her with comprehensive support in returning to normal life. For severely injured accident victims, PZU Client Relationship Managers arrange broadly understood medical, social and occupational rehabilitation and psychological support. They explain to clients what benefits they are entitled to from both PZU and state institutions in connection with the accident. They provide advice on how to adapt the closest environment to the needs of a disabled person and how to properly select devices that compensate for dysfunctions or disability. The extent of support provided by PZU Client Relationship Managers is adjusted to fit the challenges and needs of the specific accident victim.

PZU task’s Caretakers

In addition to standard claims handling processes, PZU introduced the so-called fast claims handling tracks in order to take as much burden associated with all formalities off the clients’ shoulders as possible. The fast track is very convenient for clients whose damage is minor, does not require a visual inspection, medical examination and accumulation of documentation. For this type of damage, a simplified procedure is available, which shortens the service time to a minimizes and relieves the client from the requirement to provide documentation.

A different dimension of a responsible approach toward clients, one that is enormously significant for the society, is the policy of action during natural disasters, such as floods, torrential rains, storms or hurricanes. At PZU, actions were launched to ensure a special treatment of losses in crisis situations. When confronted with such emergencies, the matter of priority becomes how to effectively reach the client, provide assistance and comprehensive services in the shortest possible time following the occurrence of the loss. This is possible owing to the deployment of mobile offices. During crisis situations, in addition to the services provided by mobile offices, assistance action is also undertaken to deliver protective materials (tarpaulins, foils) and, in cooperation with the PZU Foundation, first-aid materials (food and cleaning supplies).

In 2017, Alior Bank developed special solutions tailored to the needs of those of its clients who suffered losses due to the August storms that hit Kujawsko-Pomorskie and Pomorskie Voivodships. The aid was targeted at clients with mortgage loans and cash loans in the bank. The Alior Bank Group also provided funds for the reconstruction of recreation rooms in two villages that were struck by the storms. The bank’s employees took an active part in providing aid to the victims by collecting money and various necessities.

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