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PZU – strong Customer orientation

PZU Group’s products accompany individual customers at every stage of life and every stage of development of companies. It is a precursor in the development of healthcare insurance and was the first to introduce medicine insurance to the Polish market.

PZU Group’s products accompany individual customers at every stage of life and every stage of development of companies. PZU Group not only provides comprehensive insurance coverage in all major areas of private, public and business life, but also offers various forms of increasing savings, including the accumulation of funds for an additional retirement income. PZU Group is an innovator on the Polish financial market. It also offers a continually expanding range of health care services.

PZU Group satisfies the fundamental needs of 16 million customers in Poland in the area of security and stability, including 12 million customers in the area of group and individually continued life insurance.

In recent years, the relations between PZU Group and its clients have tightened. On average, the typical individual Polish client takes advantage of 1.5 of its products. At the same time, among our Customers for whom PZU is the main insurer, the NPS (Net Promoter Score) ratio, which account for the difference in the share of promoters and critics, amounted to 7.7% in 2014, which is two times higher than the average result of the competing companies.In recent years, the relations between PZU Group and its clients have tightened. On average, the typical individual Polish client takes advantage of 1.5 of its products. At the same time, among our Customers for whom PZU is the main insurer, the NPS (Net Promoter Score) ratio, which account for the difference in the share of promoters and critics, amounted to 7.7% in 2014, which is two times higher than the average result of the competing companies.

PZU Group also supports the Polish economy as it insures big infrastructural projects such as investments in the energy industry, construction and modernisation of railway lines.

PZU is aiming to maintain the highest standards of service. It was the first institution in Poland to create a Voluntary Pension Fund and to propose Individual Pension Security Accounts. It is a precursor in the development of healthcare insurance and was the first to introduce medicine insurance to the Polish market. In 2014, the Group started to offer solutions unprecedented on the Polish market: direct claims handling and its own fleet of replacement cars, ecological hybrid vehicles.

PZU’s customers have access to the largest sales and postsale service system among Polish insurers. It includes 414 branches, 9.1 thousand exclusive agents, 3 thousand multiagencies and electronic distribution channels (call centre, the Internet). It is also implementing a modern IT system, with a view to building closer relationships with the multimillion group of its customers.

Protection of property and securing third party property against damage Accident cover Increasing savings Securing the future of the family  Preparations for retirement Health care
• Motor TPL and Motor own damage
• Other property insurance
• Financial insurance
• Accident insurance
• Assistance services                
• Structured products
• Participation units in investment funds                                         
• Group and individually continued
protection products
• Individual protection insurance

• Pillar II of the pension system
– open-ended pension funds
• Pillar III of the pension system
(employment pension products- EPP,  individual pension accounts – IKE and Individual Pension Security Accounts – IKZE)

• Health insurance
• Medicine insurance
• Healthcare services:
general health care and additional services packages

KPI20142013201220112010
ROE 22.6% 24.1% 24.0% 18.3% 20.3%
Combined ratio (COR) for non-life insurance 95.7% 87.8% 92.8% 95.3% 104.5%
Group insurance profit margin* 25.9% 23.0% 24.5% 21.8% b.d.
Dividend Yield** 7.0% 11.1% 5.1% 8.4% 3.1%

* Ratio measured to the gross written premium of the group and individually continued insurance segment, excluding one-off effects
** Advance dividend included in the year of payment

PZU strives to preserve the highest service standards, which covers regular and advanced surveys concerning customer satisfaction. In 2014, they showed that 91.5% of customers are satisfied with the claims handling process. The NPS (Net Promoter Score) among customers who experienced the claims handling process or received a payment of benefits, was as high as 26%. As many as 49% of customers indicated that they are active promoters of PZU.

Gross written premium (million PLN)