As a socially responsible financial institution, PZU Group includes a broad range of ethical, social and environmental issues in its business operations.
The top standards adopted by PZU Group with regard to CSR are confirmed by its presence in RESPECT Index of socially responsible companies (of Warsaw Stock Exchange) and CEERIUS sustainable development index (CEE Responsible
Investment Universe). CEERIUS is an index of Wiener Börse for Central and Eastern European (CEE) companies.
CSR activities support achievement of business objectives of PZU and include mostly the following areas:
- client relations - ethics of cooperation as the basis of client relations; top service standards;
- social actions, including care for financial awareness and complex security;
- employee relations: building performance-oriented organizational culture;
- environmental impact, in particular including employee education.
Ethics, regarding the firm as a whole and individual employees, is the foundation of all activities performed by PZU and the prerequisite of sustainable development. Both formal documents (Good Practices in PZU, New Security Policy) and values adopted by the Group are the benchmark for all ethical issues. Three key values of PZU:
CSR activities support achievement of business objectives of PZU and include mostly client relations, social actions and environmental impact.
PZU aims at achieving top service standards and providing its clients with insurance protection adequate to their varying needs. The Company respects principles included in Code of Good Insurance Practices introduced by the Polish Chamber of Insurance.
In order to ensure appropriate norms of cooperation with clients and make them feel secure, PZU analyses their needs and uses the results to improve our business processes. The tools we use for this include:
- client satisfaction survey – The Company performs regular surveys of client’s satisfaction and loyalty. In 2014, 50,000 clients were surveyed, participating in one of the key processes including: sales of new policies, claims handling, post-sale support and policy renewal. Among others, client satisfaction with claims handling has been surveyed on a monthly basis. In 2014, the satisfaction ratio of claims handling clients was higher than 91,5% (the survey included a sample of approx. 24,000 people). The research carried out in PZU allows not only determining clients’ needs but also identifying areas for improvement and indicate organizational strengths. Conclusions from the surveys were used to initiate many pro-customer an innovative changes in business processes, i.a.implementation of direct claims handling;
- customer service quality survey – PZU regularly carries out surveys examining the quality of customer service in PZU branches and through the agents and partners of PZU;
Conclusions from the survey were used to prepare trainings in customer service quality in which 2 thousand agents and partners of PZU took part in 2014;
- Client Council – an exceptional advisory body composed of PZU customers. The Council actively supports and provides feedback to PZU in selected initiatives, concerning, among others, service quality, manners of communicating with clients, service processes, marketing materials, social actions;
- social media and customer complaints – They are actively used by the company to identify areas for improvement;
- quality audits of communication with customers – The audit of spoken and written language used by PZU employees in communication with customers, which was carried out by the Plain Polish Section of the University of Wrocław, became the basis for a number of initiatives and training programmes (addressed to all employees of PZU) aimed at simplifying communications;
- education activities – PZU sponsors numerous educationoriented ventures, such as Akcjonariat Obywatelski project, Akademia Liderów Rynku Kapitałowego, and Droga na Harvard contest.
The top standards adopted by PZU Group with regard to CSR are confirmed by its presence in RESPECT Index of socially responsible companies (of Warsaw Stock Exchange) and CEERIUS sustainable development index (CEE Responsible Investment Universe). CEERIUS is an index of Wiener Börse for Central and Eastern European (CEE) companies.
PZU takes utmost care for safety of entrusted and processed data. Therefore, Personal Data Protection Act is rigorously observed, allowing processing of data only if approved by its owner. As a data administrator PZU strictly controls which personal data are introduced, when and by whom, and to whom they are transferred. We also take care to protect the interests of individuals, in particular in relation to processing of data in accordance with the law, collecting them for determined, legal purposes and refraining from further processing if not compliant with these purposes.Availability of PZU services is another important advantage recognized by clients. Most branches are located in towns up to 15 thousand of inhabitants and materially contribute to their growth.
PZU cares for appropriate relations with its suppliers and expects them to respect all valid regulations pertaining to their scope of operations. In particular, we focus on ensuring appropriate cooperation with agents, providing them with support programs, training (e.g. Akademia Agenta) and a new internal communication portal. Candidates for agents are trained as well. In 2014, 616 training sessions were held for almost 6 thousand people.
Ethics in action
Both formal documents (Good Practices in PZU, New Security Policy) and corporate values adopted by the Group are the benchmark for all ethical issues.
The purpose of initiatives which we undertake is to make all employees aware of the valid procedures and desirable attitudes regarding ethics and corporate governance. Therefore, e-learning and traditional training courses on Good Practices in PZU and compliance have been included in the obligatory training module for all new hires, as part of the popularization of knowledge in the field of compliance, including, in particular, the standards adopted in PZU.
Good practices in PZU
In 2014 the implemented new version of the document under the name of “Good Practices of PZU”. It is a set of internal policies, standards and practices which guide the conduct of business by PZU Group.
Good Practice of PZU promote values (being fair, innovation and efficiency) which should guide employees of PZU Group in their everyday work. It promotes the culture of compliance with the law, ethical standards and responsibility for decisions taken.
Good Practice of PZU promote values (being fair, innovation and efficiency) which should guide employees of PZU Group in their everyday work. It promotes the culture of compliance with the law, ethical standards and responsibility for decisions taken. The set of values and principles of conduct is binding for all PZU employees and external entities acting on behalf of PZU, e.g. agents, consultants, intermediates, and independent sub-contractors.
Each employee is obliged to follow the document and has an opportunity to submit issues in this area. Only such procedures allow maintaining suitably high standards of operations and consciously build ethical culture within the organization.
In addition, PZU Group has adopted “The Code of Ethics of the Members of PZU Group’s Companies’ Bodies” which defines the applicable standards of conduct for the members of these bodies in the context of performing their functions.
In 2014, PZU received an award from Compliance Association Poland (Stowarzyszenie Compliance Polska). This prestigious award in the “Best compliance on the Polish financial market” category was granted by Compliance Association Poland, for the first time on the Polish market. The jury assessed PZU as a credible and reliable organization which is guided by ethical values and has an effective compliance system.
Safety is another pillar supporting the trust in PZU. Safety regulations are included in the adopted documents, including the policies of PZU/PZU Życie which define:
- behaviour that is not tolerated in PZU, and that should be treated as fraud, identifies procedures for employees tofollow if a fraud is detected, and most of all, things to do to prevent fraud;
- all key issues regarding protection of information, i.e. all data of business or legal value for PZU, e.g. personal data, insurance secrecy;
- principles and requirements connected with management of employees and resources protection and the protection of the PZU Group’s image.
In 2014 there were many training sessions organised which focused on providing information and raising awareness of the issues related to the broadly understood security and insurance fraud prevention.
What is more, any irregularities and violations of the rules of the Group can be reported by means of a dedicated shared platform for reporting incidents in the area of Security, Operational Risk and Compliance.
Clear communication between managers and employees at all levels of the organization is a key to achieving strategic objectives and individual groups. PZU Group wants to ensure that every employee is aware of how their daily work contributes to the result of the company.
The strategy defines the direction taken by the company in its operations and the most important objectives, but managers play a big role in cascading these aims. The annual assessment closely links performance to remuneration, allows for ongoing monitoring of the implementation of the main strategic goals, as well as team and individual goals at all levels of the organization; it provides structure and improves functioning of the company.
Open communication with employees is among the key objectives of PZU Group’s HR policy.
The process of annual assessment and quarterly goal setting is constructed in such a way so that it can constitute an opportunity to agree on shared expectations between employees and managers, as well as to evaluate corporate competencies and plan development. Thanks to that, all employees know the criteria on which the assessment and expectations of their superiors are based. They know how their work is perceived. They take active part in the assessment, have the opportunity to share their opinions with their superiors and take responsibility for their individual development. Thanks to the development interviews, we prepared more than 33,000 planned development activities and only 25% of them are to be performed in the form of training courses.
The implemented assessment process facilitates the process of making informed decisions about rewarding and developing employees. What is more, the fact that this solution is a system guarantees that the human capital management is objective and standardised. In 2014, PZU received for the first time Top Employer Polska 2014 certificate. Being recognised as Top Employer allowed PZU to stand out as an employer of choice. It was advantageous for all of PZU stakeholders, but particularly so for its current and future employees. It was also a confirmation of the fact that PZU constitutes a high-quality work environment, which in turn results in engaged and satisfied employees.
In 2014, PZU was awarded the “Program Polskich Ram Jakości Staży i Praktyk” (Polish Quality Framework for Internships and Work Placements) certificate for the second time. This is the first initiative in Poland which aims to establish the highest standards in implementation of internship and work placement programmes in companies. The certificate confirmed the high quality of internships and work placements organised by PZU.
In 2014 the third employee engagement survey was conducted among the employees of PZU Group. It is a method of obtaining employees’ opinions about their company. If employees of a given organisation are committed, the organisation has bigger chance to succeed than a company without such asset. Not only PZU Group benefited from building engagement, the same applies to the employees, as the company creates an environment in which they like to spend time and work. A committed employee of PZU is an employee who thinks about the aims of their actions, about consequences for the company and what else can be done so that the staff can together achieve even greater successes. After the last survey in 2013, in various business units employees together with their superiors came up with more than 600 ideas how to turn PZU into even friendlier place to work – all on the basis of the surveys’ results. It was possible to provide (locally) for example:
- allowance for people commuting to work using Polish State Railways (PKP);
- a new, enhanced Fit Profit card;
- Business English with Boss, discussion panels in English;
- FunRoom, a relaxation room in which you can “recharge your batteries” or “de-stress” after a difficult conversation.
The room is equipped with, i.a. a pool table, table football and x-box;
- relaxing weekly tai-chi exercises in the office.
Additionally, some of the initiatives were carried out personally by employees. Change Continuators are a group of people who thanks to their positive energy and knowledge of the organization undertake activities that influence employee engagement in a positive way. They act locally in: Gdańsk, Katowice, Łódź, Poznań, Warsaw and Wrocław – over 80 people in total. So far they have prepared, i.a. numerous children’s carnival balls, guidebooks and libraries.
Regular employee engagement surveys taken by external entities and a number of initiatives, e.g. Employee Picnics are aimed at preventing discrimination in PZU Group’s structures.
Respect for an individual is demonstrated in the form of fair, non-discriminating remuneration. We want our employees to be paid on a level comparable to other entities operating in the industry. The issue of remuneration and additional benefits was presented in chapter titled HUMAN RESOURCES MANAGEMENT.
Open communication with employees is among the key objectives of PZU Group’s HR policy. The Whistleblowing System provides a communication path between PZU and its employees and other cooperating entities, e.g. agents. The dialogue with the employees has also the form of Employee Council activities, confidential surveys allowing feedback to a superior and the Intranet platform PZU24.
Supported by PZU Foundation and using the Prevention Fund we get strongly involved with social issues. The aim of prevention activities is to minimise negative effects of events by i.a. spreading knowledge about safety and health.
The aim of prevention activities is to minimise negative effects of events by i.a. spreading knowledge about safety and health. In 2014, both PZU and PZU Życie cooperated with hospitals, non-government organisations and media who carried out health-related projects. We carried out programmes which aimed to improve health and promote health prophylaxis, e.g. such associations as Misie Ratują Dzieci (Bears Save Children), Nagle Sami (Suddenly Alone), Stowarzyszeniem Pomocy Niepełnosprawnym Kierowcom (Physically Impaired Driver Assistance Association) and Fundacja Aktywnej Rehabilitacji (Active Rehabilitation Foundation), as well as the Institute of Mother and Child. PZU carried out many activities supporting running events – the following are some of the most important of the projects: 9th PZU Warsaw Half-Marathon, PZU Running Festival in Krynica, the 36th PZU Warsaw Marathon, the 1st PZU Cracovia Royal Half-marathon. PZU sponsored Yareda Shegumo, a silver medallist of the European Athletics Championships, in the marathon. This cooperation involves also sharing experiences, which gives the PZU employees a chance to learn from the best how to overcome difficulties and achieve high scores.
In 2014, PZU supported voluntary rescue service with the aim of improving safety in the mountains and on the water. PZU continued the Bezpieczna Flota (Safe Fleet) project addressed to professional drivers and promoted safe road behaviour at the local level, e.g. through school campaigns. Recognizing the importance of sport and healthy life style, PZU and PZU Życie got involved in Cavaliada, a cycle of equestrian events held every year in Poznań, Warsaw and Lublin.
With development of medicine and operations of hospitals in mind, PZU and PZU Życie co-funded, among others:
- the operations of Zdążyć z pomocą Foundation by providing funds for the purpose of buying equipment for Tomatis method therapy;
- Polish Ultrasound Society (Polskie Towarzystwo Ultrasonograficzne), by supporting ultrasound examination in prevention of various diseases.
In 2014, PZU acted as a sponsor and patron of various cultural and sport events – both local and countrywide. As the largest Polish insurance company, we cared for conservation of Polish cultural heritage supporting Royal Castle in Warsaw, Royal Museum and National Museum in Kraków. As the Polish culture patron, we actively participated in the organization of the Night of Museums, preparing special PZU guest zones offering non-standard promotion of art and culture. Thanks to cooperation with Bajka publishing house, PZU contributed to the publication of “Mazurek Dąbrowskiego – nasz hymn narodowy” (Dąbrowski’s Mazurka – Our National Anthem). In 2014, PZU assumed patronage over the celebrations of the 70th anniversary of the outbreak of the Warsaw Uprising.
Since 2004 PZU Foundation has carried out charity activities of PZU Group which are the element of its corporate community involvement strategy.
The aim of PZU Foundation is to promote education of children and teenagers, fostering talents and creating equal opportunities for people who are, for various reasons, disadvantaged, as well as to increase the access to cultural assets and social life, that is, a broadly understood development of civil society.
The Foundation provides financing of projects carried out by non-government organizations and institutions, which statutory objectives are coincident with the areas.
Its operations have focused on the following areas:
- education – mostly supporting of initiatives that provide young people with equal opportunities of intellectual, professional and cultural development;
- social care and assistance – including supporting, promoting and developing activity of disabled people;
- culture and art – in particular supporting promotion of knowledge of Polish art and culture, artists, talented youth and organization of artistic events;
- health care – in particular supporting initiatives.
In 2014, PZU Foundation spent almost PLN 18 million for its statutory operations.
PZU Foundation is financing education initiatives in rural areas and small towns which are run by credible local partners. In 2014, under Z PZU po lekcjach grant competition initiative, subsidies were granted to 20 organizations that successfully extended the educational offer in small locations (up to 30 thousand residents).
In 2014, PZU Foundation spent almost PLN 18 million for its statutory operations.
Additionally, the Foundation carries out partnerships in education, cooperating with recognized non-governmental organizations in Poland, including:
- Krajowy Fundusz na rzecz Dzieci (National Fund for Children), funding a programme offering help to 200 exceptionally talented children and teenagers annually;
- Fundacja Edukacyjnej Przedsiębiorczości (Educational Enterprise Foundation) in the form of scholarship for students of science and arts from rural areas and small towns;
- Polska Fundacją Dzieci i Młodzieży (Polish Children and Youth Foundation), co-funding the project titled Świetlica Moje Miejsce (Community Centre is My Place);
- Centrum im prof. Bronisława Geremka Foundation in Warsaw to be used for co-funding of historical workshops for students and teachers;
- Fundacja Młodzieżowej Przedsiębiorczości (Youth Enterprise Foundation) to fund a finance and safety education project called Bezpieczne wędrówki. Od grosika do złotówki (Safe Journeys: from grosz to zloty);
- Fundacja Wisławy Szymborskiej (Wisława Szybmorska Foundation) as a strategic partner for the award Nagroda Poetycka im. Wisławy Szymborskiej.
Further, the Foundation granted one-off support to a number of other organizations.
In 2014 PZU Foundation was awarded for its support of science and education in the Popularyzator Nauki (Science Populariser) 2014 competition organised by the Ministry of Science and Higher Education and the Polish Press Agency.
Social care and assistance
PZU Foundation supports and promotes social inclusion of impaired individuals and co-funds employees of PZU Group facing personal problems. In 2014, 16 organizations were awarded in Młodzi niepełnosprawni sprawni z PZU (Young Disabled People Able with PZU) competition with grants for social inclusion projects for the disabled and their families. One-off support was also granted to the following organizations.
PZU supported the Szlachetna Paczka [Noble Pack] project, organised by Stowarzyszenie Wiosna, for the third time.
The PZU Foundation launched in 2014 a nationwide campaign promoting a healthy and active lifestyle - PZU Trasy Zdrowia (Routes of Health). Mini sports facilities centres for outdoor sport were built as part of the pilot edition of the programme in 30 municipalities throughout the country. Each of the PZU’s Routes of Health was equipped with exercise facilities and information boards which include training plans tailored to the needs of different age groups of users.
Culture and art
PZU Foundation has been supporting initiatives promoting Polish culture and art, supporting artists and talented youth. In 2014, grants were again awarded during PZU z Kulturą contest to 53 organizations from small towns that organized trips for kids and youth to culture centres.
As in previous years, the PZU Foundation cooperated also with organizations supporting Poles abroad, which included: Fundacja Pomoc Polakom na Wschodzie, Fundacja Dobroczynności i Wsparcia Rozgłośni Radiowej Znad Wilii and Stowarzyszenie Wspólnota Polska.
From July 2014 PZU Foundation has carried out a campaign titled “Kochasz? Powiedz STOP Wariatom Drogowym” (If you love, say no to road rage). Its main objective is to improve road safety by promoting responsible attitudes among drivers.
The campaign’s symbol is a blue heart, which, gifted by a dear person, is placed in a visible place in the car and remind drivers to drive safely. 3 million hearts were produced for the campaign. They were handed out in all offices and branches of PZU and during special events.
The campaign received awards in:
- an international competition Magellan Awards 2014 in the corporate communication category, and it received the tile of the most engaging campaign of the year;
- Best 25 – a ranking listing 25 best campaign of the last year in which PZU’s campaign was ranked second;
- 21st Golden Drum Festival, where it received a golden statue in the integrated communication campaign category;
- Mixx Awards, receiving an award in the image campaign category.
Volunteers among PZU Group employees
In 2014, the Management Board of the PZU Foundation approved the Corporate Volunteer Strategy in PZU Group. The strategy identifies key areas of employee involvement and defines programs directed to the active.
In 2014, the Management Board of the PZU Foundation, which was in charge of the implementation of the employee volunteering programme, approved the Corporate Volunteer Strategy in PZU Group. The strategy identifies four key areas of engagement and determines the assumptions for the programmes addressed to employees: family volunteering, education volunteering, volunteering promoting healthy and active lifestyle and civic volunteering. In 2014 we formulated the Academy of Volunteering Leaders from the group of most active employees of PZU Group which promotes and coordinates volunteering activities.
In November 2014, PZU Group won the main prize in the 8th edition of Charity Leaders contest as the company who spent most funds for social purposes.
As far as the newly-determined areas, in 2014 the Foundation started implementing two:
- family volunteering – national social programme Wolontariat Rodzinny in cooperation with the Charity Development Academy in Poland (Akademia Rozwoju Filantropii w Polsce);
- civic volunteering – 45 projects of PZU employees were implemented as part of the win in the Wolontariat to radość działania (Volunteering is the Joy of Life) competition.
What is more, PZU volunteers became engaged again in the celebrations of the Children’s Day as well as events organised on Santa Claus Day. As part of the Szlachetna Paczka project, the most active employees of PZU Group went through numerous training courses and coordinated preparation of the Christmas packages from all over the country.
Awards and prizes
In November 2014, PZU Group won the main prize in the 8th edition of Charity Leaders contest as the company who spent most funds for social purposes. PZU won another award in a row, taking the first place with the record donated amount exceeding PLN 33 million.
Clearly defined environmental policy in the Group enables not only taking care of the responsible internal resource management but also allows building environmental sensitivity and awareness among stakeholders: employees, clients, business partners suppliers and representatives of local communities.
Konstruktorska Business Center Building in which there is the headquarters of the PZU’s back office. It is powered entirely by energy from renewable sources and offers over 30 places for charging electric cars.
Managing environmental impact is one of the elements of building the organisation’s value. PZU’s activities in this area take two forms: of responsible internal resource management and of building environmental sensitivity and awareness among stakeholders: employees, clients, business partners, suppliers and representatives of local communities.
PZU cares for natural environment through:
- economic management of resources and raw materials.
Using electronic data carries and limiting the use of paper in business is an important aspect of this activity. In order to reduce power consumption, we install energy-saving lighting and heating systems. Waste management and aiming at its full recycling;
- introducing hybrid cars to the fleet. The drive complies with the highest standard of combustion EURO 5 binding in the European Union, and cars, with proper driving techniques, burn in the city about 4 l/100 km;
- a choice of the new back office’s headquarters with attention to ecological aspects. Konstruktorska Business Center Building in which there is the headquarters of the PZU’s back office. It is powered entirely by energy from renewable sources and offers over 30 places for charging electric cars. The building was designed with special attention devoted to environment protection – PZU has the BREEAM certificate. Categories assessed in the certificate include: air quality, energy and water consumption, low waste levels, the use of eco-friendly materials and providing good working conditions;
- Employee education. Key initiatives include: campaigns regarding use of consumables, recycling, e.g. involving employees in collection of mobile phones and environmental campaigns.