Nearly 16 million clients across Poland currently take advantage of the PZU Group’s products and services, with approximately 12 million of them enrolled in group and individually continued life insurance. PZU Group’s offering is the most extensive insurance and investment offering on the Polish market.
PZU Group’s Clients
The research conducted in 2015 showed that the client satisfaction level among clients who had a claim handled by PZU in the most recent 12 months or who received a life insurance benefit is 7 p.p. higher than among its competition.
The research conducted in 2015 showed that the client satisfaction level among clients who had a claim handled by PZU in the most recent 12 months or who received a life insurance benefit is 7 p.p. higher than among its competition. Nearly 16 million clients in Poland benefit from PZU’s services and products, 12 million of which in group and individually continued life insurance. On average, a typical individual Polish customer of PZU takes advantage of 1.5 of the Group’s products. The 2015 surveys showed that the satisfaction level among PZU clients who benefited from claims handling by PZU or received payment of benefits from PZU Życie within the last 12 months was 7 p.p. higher than that of the competition. The Net Promoter Score (NPS) among the Group’s clients was 11%1. In turn, the NPS among Link4 clients was 10%, 3 p.p. higher than that of the competition in the direct market2.
PZU Group is consequently trying to stay close to its current and potential clients – to their needs, ambitions, and aspirations. All undertaken activities – from insurance product concepts, through customer communication channels, to the activity in scope of Social Business Responsibility, are designed to adapt PZU’s offer to the demands of its clients as closely as possible. The Group aims to address said demands as best as it can at every level of mutual relations – from the choice of insurance products, through preferred communication and sales channels, to issues associated with claims handling and benefits payments. The Group applies Big Data tools and methods in its activity to support segmentation and profiling of the clients (both individual and corporate), identification of factors contributing to client resignations, or improved handling of customer demands through application of prediction models.
PZU Group’s offer is the most extensive insurance and investment offer on the Polish market. It covers over 300 types of insurance and investment products addressed to all Customer Segments.
|Protection of property
and securing third-party
property against damage
|Accident cover||Savings||Securing the future
of the family
The Group’s insurance products are offered under two complementary brands: the more traditional PZU brand and the Link4 brand, which is associated with direct sales channels.
The Group focuses on the innovative profile of the product offer. PZU was the first institution in Poland to create the Voluntary Pension Fund and propose Individual Retirement Security Accounts. For several years, the Group has been assigning considerable funds to develop health insurance offer. The Group was the first to introduce medicine insurance on the Polish market.
The Group’s offer is broadened with a range of investment products – open and closed investment funds – and pension products – open pension funds, individual pension accounts, individual pension protection accounts with voluntary pension fund, employee pension programs. The Group offers investment solutions adapted to the needs of all investor types, including innovative employee pension programs optimizing tax privileges associated with individual pension accounts (IKE) and individual pension security accounts (IKZE).
Sales and customer service channels
An important element of the Group’s offer is the biggest network of own branches and other options for communication between the clients and PZU on Poland’s insurance and investment market. Besides 414 own branches, the Group offers over 9000 exclusive agents, over 3100 multiagencies, almost 1000 insurance brokers, direct channels (internet, call centre), and a sales network of 10 partner banks and 6 other strategic partners.
1 Monthly survey carried out by GFK Polonia at the request of PZU. Presented data constitute an accumulated result of monthly assessments from January to December 2015
2 Monthly survey carried out by GFK Polonia at the request of PZU. Presented data constitute an accumulated result of monthly assessments from January to December 2015