PZU Group has the largest network of sales and service branches on the Polish market. The organization of the PZU sales network has the objective of guaranteeing sales effectiveness, while simultaneously assuring a high quality of services provided.
At the end of 2014, PZU Group distribution network included:
- tied agents – PZU own agency network consisted of 9,083tied agents, 1,703 of whom were hired in 2014. The agencychannel conducts sales of mainly all types of insurance, especially motor and non-life insurance and individualinsurance (life insurance);
- multiagencies – 2,963 multiagencies work with PZU Group to make sales mainly to the mass market (insurance of all types is sold through this channel, especially motor insurance and property insurance), as well as individual life insurance;
- insurance brokers – PZU, in particular the CorporateCustomer Division, worked with approximately 900insurance brokers;
- PZU employees – Thousands of PZU employees sold insurance at their own branch offices (primarily to corporate and group customers), which underwent a metamorphosis in 2014. They are well-advertised, in attractive locations, have no architectural barriers, and provide convenient access to all Clients.
- bancassurance and strategic partnership programmes – PZU Group cooperated with 10 banks and 6 strategic partners in scope of protective insurance in 2014. The partners of PZU Group are the leaders in their fields and have customer bases with great potential. The cooperationin scope of strategic partnerships concerned mainly thecompanies operating in telecommunications and energy,which were used to offer insurance of electronic equipment and assistance services.
- direct – PZU sells products to individual customers by telephone and over the Internet.
PZU’s customers can file claims:
- via the Internet
- by telephone via the Contact Centre;
- personally at a selected branch or garage belonging to the PZU Repair Network or the PZU Pomoc mobile office;
- in writing (sent by post, e-mail or fax).
The claims handling process is conducted at 8 Regional Claims Centres located throughout the country and at the central unit – the Operational Centre for Claims and Benefits. Since the process is based mainly on electronic information and there is no connection of the servicing with the place of residence of the insured/event, the model of an equal workload of individual claims handling units that is automated within the SLS system has been implemented.
In 2014, in the field of claim handling, new measures were introduced to improve the quality of claims handling and customer satisfaction.
The biggest innovation on the market was the start of Poland’s first direct claims handling service. Thanks to this, the clients of PZU with MTPL insurance can report and handle the vehicle damage claims when the perpetrator is insured in a different company.
The biggest innovation on the market was the start of Poland’s first direct claims handling service. Thanks to this, the clients of PZU with MTPL insurance can report and handle the vehicle damage claims when the perpetrator is insured in a different company. PZU takes care of all claims handling operations, including compensation payment, and then files for the return of the paid compensation to the insurance company of the perpetrator.
PZU was also the first to introduce its own fleet of replacement cars to the insurance market. The offer covers 300 hybrid Toyota Auris cars, which guarantee comfort and safe and ecological use. This provides a high replacement car availability standard according to market rates, which is dedicated for all PZU clients.
The next measure adopted to improve the customer experience was the establishment of the Organizatorzy Pomocy Poszkodowanym w Wypadkach [Providers of Assistance to Accident Victims] – Assistance Providers. They are mobile employees who conduct personal interviews with the victims. Their role is to determine the actual life situation and the needs arising from the accident that the victims suffered from, for which PZU is liable. The provided assistance includes, among others, the broadly defined assistance in organising medical, social, vocational and psychological rehabilitation. The Assistance Providers advise the victims how to adjust their housing and vehicles to meet the needs of a disabled person, as well as how to choose the proper systems that compensate for dysfunctions and disabilities. They also provide assistance in completing all the formalities connected with claims handling. They assist in obtaining the benefits and government and institutional assistance (from PFRON [National Disabled Persons Rehabilitation Fund], ZUS [Social Insurance Institution], KRUS [Farmer’s Social Security Fund], MOPS [Municipal Social Services Centre] and MOPR [Municipal Family Support Centre]). They also provide psychological support to the immediate family members of the victim, if he or she suffered death as a result of the accident.
Claims handling, for the customer, is the moment of truth in contacts with the insurer and an opportunity to check the quality of the purchased product. Satisfying his or her expectations in the claims handling process is the key to building his ties with PZU. Therefore, in 2014, extensive measures were taken to improve and shorten the process, such as the implementation of a LEAN culture and the expansion of an automatic and simplified process of claims handling.
The quality of the claims handling process at PZU is very highly assessed by customers – according to PZU’s survey on a sample of more than 24 thousand customers, the satisfaction index in 2014 was 91.5%. In turn, among the customers who experienced the claims handling process or the process of paying benefits, the NPS (Net Promoter Score) recommendation index, which is the difference between the proportion of promoters and critics participating in the survey, was as high as 26% while 49% of consumers surveyed indicated that they are active promoters of PZU.
PZU’s research indicates that, apart from price, crucial to customer loyalty is the process of claims handling and payment of benefits. The implantation of improved claims handling procedures for TPL and property insurance further reduces the average time of claims handling in comparison to previous years.
The customer service and claims handling processes in the companies acquired in 2014 have not been adjusted to the standards of PZU and PZU Życie. In this scope, these companies are independent. Nevertheless, the service quality is receiving praise from the Clients.
IT and operations
By realising the strategy, PZU is consequently implementing projects oriented on the needs of the Clients. The biggest project – the implementation of the new Everest policy system – is carried out under close IT and business cooperation and is ongoing from 2013.
By implementing the new online IT system, PZU is providing the departments and employees with knowledge allowing for better understanding of the needs of people purchasing insurance and presenting them with complex offers.
PZU consequently trained successive end users of the system throughout 2014. The total of 17.5 thousand users started work under the Everest system until the end of 2014, including all branch employees, tied agents, and office agents.
In 2014, according to the assumed schedule, PZU introduced motor, home, and some property products into the system and thus successfully completed the first stage of the project.
The other products offered to individual, corporate, and SME clients will be activated during successive stages falling to the years 2015 and 2016. Full implementation of the new policy system is planned by the middle of 2016.
In 2014, in addition to operating activities, the Technology Division implemented internal strategic initiatives, which consisted in the development of a series of activities supporting the key business initiatives, as well as an optimised technical infrastructure and related processes, specifically the following:
- in scope of the integration with the newly acquiredcompanies in Poland and the Baltic States, an analysis ofIT synergy was conducted and – in selected areas - thecompanies were entered into the central infrastructure(PZU and PZU Życie).
- in the field of infrastructure consolidation, a comprehensive strategy for the Groups’ technical and system infrastructure was developed for the subsequent five years. Itsimplementation will reduce the maintenance expenses of the technical infrastructure;
- in the field of the system and IT infrastructure capacity management, a systematic infrastructure monitoring was introduced, a strategy for the capacity of critical systems and initiatives was established, and an infrastructuredevelopment plan was drawn up;
- critical systems and business applications at PZU Group were included in the monitoring, which enabled the elimination of the risk of long-term failure and the simultaneous reduction in downtime of critical systems.