Contact person: Anna Kościuczuk
Email address: firstname.lastname@example.org
Contact number: +48 727 020 217
The Digital Insurer Insurance Innovation Award
Brief innovation summary
Until now, PZU was offering assistance services to our customer mainly after the official claim registration (initiated by our customer). In many situations this happens a few days after the insurance risk occurred.
We know that in a stressful situation customers do not think about the insurance company in the first place. That is why PZU goes a step further and looks for information about the insurance risk in which our customers' assets may have been damaged. PZU tries to reach customers with a real help offer as soon as possible - when customers need it the most, when, for example, customers do not have a roof over their heads (and PZU can offer them a replacement flat).
Operational Coordinators from Contact Centre are looking actively for information about the insurance risk in which PZU customers' assets may have been damaged. The information comes from the Internet, TV, radio and e-mail or telephone (from PZU employees who could potentially be witnesses of the event). If they are able to identify the customer, they verify the scope of customers insurance. In next step all information collected by the Operational Coordinators are transferred to the Leaders of the Alarm Room, who are trying to call to the customer and offer help services (covered by our customers insurance policy).
If the customer wants to register a claim during this first contact, of course it is possible. However, we understand that in a given situation, this is not necessarily the main priority for the customer. That is why PZU gives customers the opportunity to made a claim registration at a later date - convenient for them.
We know that we are not able to reach all customers. Not all insurance risks appear on the Internet or TV, and often when they appear, there is not enough information to identify the customer. But for PZU, every customer is important. That is why we are happy with every customer that we are able to identify and to whom we can offer help.
The initiative was initiated by employees who daily encounter human tragedies on a daily basis. A positive humane aspect of the new process translated into a large commitment of our employees and willingness to change the existing processes.
Currently, the process covers only non-life claims (without motor claims).
Your innovation at a glance
Before-You-Call Service is the first solution in Poland (and probably not only in Poland) where the insurance company initiates contact with the customer and offers help in a difficult situation before the claim is reported, putting the customer's concern in the first place.
The reason behind
Insurance should provide a sense of security and belief that someone will be with us in difficult times. Unfortunately, customers do not always have that feeling. PZU wants to change this situation and be with our customers whenever they need it the most. Even before the formal claim registration.
According to our best knowledge, no other company in Poland (and probably not only in Poland) provide that kind of service.
Based on publicly available information (Internet, TV, radio) and on our employees (who could potentially be witnesses of the event) PZU tries to reach our customers who need help and when they need it. PZU puts off a formal claim registration to a later date (convenient for the customer) and proposes assistance services during first (initiated by PZU) contact with a customer.
100% positive reactions to the new service with 0 EUR of additional costs for PZU.