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For the customer, the claims handling stage is the moment when they check the quality of their product. Satisfying client expectations during the claim handling or case handling process is the key to building PZU’s client relationships. Therefore, processes in this area are subject to continual improvement, in order to shorten the time of claim disbursement and develop positive customer experience.
PZU Group insurance companies offer both the ability to report a claim through traditional channels (by phone, at a branch or with an agent) and through remote channels. The online service for reporting claims and benefits zgloszenie.pzu.pl makes it possible to automatically calculate the claim amount and report a claim for foreign partners. The website upholds its emphasis on plain communication language and was awarded the “Plain Polish Language Certificate” by the Institute of Plain Polish at the University of Wrocław. Similarly, with moje.pzu.pl or myPZU app, a client may conveniently and independently report a claim and check its current status. At LINK4, claims can be reported by filling out a form at the website link4.pl/claims/zgłoszenie.
PZU handles claims and benefits at competence centers operating across the whole of Poland. This process is founded predominantly on electronic information and is not tied to the place of residence of the insured or the place of the event. The central teams handle specific types of damage, which is conducive to stricter specialization and boosts client satisfaction. These teams specialize, without limitation, in handling claims arising from property, motor or personal damage, claims reported by corporate clients, benefits, damage involving the theft of personal vehicles or claims handled as part of the direct claims handling (DCH) service. Mobile Experts in motor, property and agricultural insurance handle the technical aspect of motor, property and agricultural claims. Mobile Experts provide services anywhere in Poland, as chosen by the client.
PZU cooperates with repair shops in the area of postaccident vehicle repairs in countries covered by the PZU Group’s insurance business. PZU has created Poland’s largest network of cooperating repair shops enabling the Company to control the quality and speed of service already at the claim handling stage. Every client who orders a repair in the PZU Assistance Repair Network receives a quality certificate ensuring that the repair has been performed in accordance with the highest standards.
Best practices of PZU and PZU Życie
Prioritization in claims handling
If an injured party is unable to occupy their residence due to a fire or gas explosion, they require immediate assistance. For this reason, in PZU has been launched a claims handling process for the claims that require priority handling. These are claims arising from events which due to their scale require fast-tracked assistance and comprehensive service as soon after the incident as possible.
The process implemented is based on close cooperation between the claims handling teams, from the consultant accepting the report to potential medical consultant. The Relationship Manager stays in contact with the injured person, informing them about the respective claims handling stages, including the date for the inspection of damaged property and documentation required for such assistance as, e.g., temporary hotel accommodation or psychologist appointment. This model has a positive impact on the relationship with the client who may count on our support and assistance, in what is a difficult time for them.
In the times of process automation and digitalization, the customer expects the approach to be even more personalized. In PZU, a Relationship Manager maintains contact with the injured party for the duration of the claims/benefits handling process. That person’s assignment is not only to collect the documents needed to take care of the case, but also to convey information to the client about the stage of handling the process. Depending on the needs, the Relationship Manager may also provide support to the client, act as their advisor who offers specific solutions in a difficult situation. The Relationship Manager can also efficiently organize and manage all the PZU services offered in claims handling.
The PZU Group is with its clients when they need support the most and helps them return to a functional life. In 2023, in the area of personal injury handling, the measures taken to handle the claims of severely injured persons in accidents continued. Upon identifying a major injury or an injury with potential for rehabilitation, the caregiver emphasizes solutions that are adapted to the specific situation in which the injured person finds themselves, such as physical rehabilitation schemes, assistance in the choice and purchase of prosthetics, assistance in the choice of treatment and place of treatment, or mental support. Claims are handled in a way to minimize the injured person’s engagement, as well as to satisfy their claims as fully as possible at the stage of claims handling. The handling of such a loss does not end with the payment of compensation – it is possible to continue to support the injured persons, for example, through measures for professional activation and return to the labor market.
Before-You-Call Service
The PZU Group wishes to be there for its clients when they need support the most, often even before they formally report their claim. The Before-You-Call Service is a solution within the framework of which the insurer initiates contact with the customer and offers them actual assistance before the formal notification of the claim, putting both the client and their needs first. The Before-You-Call Service is intended for clients who have experienced an unpleasant random event in which their property was damaged.
After the occurrence of an insured event, such as a fire, gas explosion or tornado, an attempt is made to identify the client based on information from publicly available sources such as the Internet or radio. In cases where the injured person is positively identified as a PZU customer, contact with the client is established to provide actual assistance in the unfortunate situation (for instance, if the policy cover provides for a substitute apartment, it will be offered to the client during the first contact). Registration of the claim may be performed on a different day, at a time convenient for the client.
Before-You-Call Service | 2021 | 2022 | 2023 |
Events registered | 77 | 30 | 15 |
Events in which PZU clients were injured | 8 | 9 | 12 |
Injured PZU clients | 137 | 269 | 772 |
Persons we managed to contact | 137 | 262 | 456 |
Registered assistance cases | 135 | 262 | 456 |
Direct Claims Handling (DCH)
PZU was the pioneer in Direct Claims Handling (DCH) on the Polish insurance market. Currently, DCH is executed in two forms: at an individual level or under the agreement worked out by Polish Chamber of Insurance (PIU). DCH is offered by entities accounting for nearly 70% of the motor TPL insurance market, as measured by gross written premium. The said agreement, which is based on a lump-sum approach, has dramatically simplified the settlement of claim payments between insurers. Thanks to DCH, the claim following an accident is handled by the insurer from whom the TPL policy has been purchased. The insurer subsequently makes a settlement with the perpetrator’s insurer, without the client’s participation. PZU also maintained its own DCH solution previously introduced for clients injured by the persons insured in companies that are not part of the said agreement.
Damage remains
PZU is developing its proposal to assist clients in managing motor and property damage remains. Clients may sell the remains via the Online Assistance platform to the highest bidder, where bidders are credible entities cooperating permanently with the administrator of the platform.
Crisis management procedure in claims handling
- effectively reach the customer, provide assistance and comprehensive services in the shortest possible time following the occurrence of the damage;
- shorten the claims handling time;
- adjust the claims handling process to client expectations;
- improve the quality of service and customer satisfaction.
- launch of a mobile office and four mobile mini offices;
- simplification of the processes of claims reporting and handling;
- re-allocation of resources to areas affected by the disaster and to substantive claims handling processes.
Catastrophic events occur seasonally, most often in winter and summer. This is due to the increased volume of claims handled and the measures and improvements taken enable quick claims handling. The simplifications used allow to determine the number of claims to be paid without the need to draft a detailed cost estimate. The implementation of automation allows compensation to be paid within one business day following the date of reporting the claim. An established team of experts follows meteorological reports and media publications about potential threats.
TUW PZUW has implemented a Catastrophe Claims Handling Procedure that supports the maintenance of a high level of quality and timely handling of claims from catastrophic risks. The purpose of the procedure is to ensure coordination of activities related to the handling of mass and catastrophic events, to effectively reach out to clients, to ensure efficient and comprehensive claims handling, within the shortest possible time from the event. Its essential element is also the monitoring of catastrophic events and the special mode of action taken
Claims handling for corporate clients
The implemented model of comprehensive corporate customer claims handling is designed for PZU’s largest clients. Main reason of the implemented model is to guarantee the damage handling service at the highest level by implementing solutions which was not offered on the motor claims handling market before.
The main pillar of the model is broad cooperation among sales, claims handling and underwriting teams, in order to provide the best quality services for key account clients.
In this model, claims handling is based on an in-depth client analysis in terms of the size and structure of their fleet, the loss ratio, and advisory services as regards fleet-wide solutions designed to improve the client’s loss ratio. Each client has a designated claims handler who conducts meetings with client representatives. The necessary formalities in contact and communications are determined, and upon prior analysis, PZU suggests solutions to lower the claims ratio of the client. The above described solutions are founded on a broadly conceived business relationship and shared understanding with the client as regards implementation of solutions that can minimize the client’s loss ratio as well as costs.
Proactive claims handling
TUW PZUW has implemented a modern model for handling claims resulting from medical errors. It is based on close cooperation with the insured medical facility. Proactive claims handling ensures prompt assistance to a patient who has suffered from a medical error. It involves, among other things, the support of a specialist or the organization of rehabilitation to reverse or minimize the effects of a medical error. It makes it possible to pay the benefit quickly, without litigation, which is complicated and lengthy in the case of medical events. The benefit for the insured medical facility is to receive full insurance coverage, expert support and objective analysis of potential patient claims.
State-of-the-art technologies in claims handling and benefits
Technology increases business efficiency and customer satisfaction levels. PZU develops new methods for determining the extent of the loss to expedite the calculation of the amount claimed. In non-life insurance, on top of conducting a vehicle inspection through a Mobile Motor Expert in a venue chosen by a client or in a Repair Network workshop, the quantum of the loss may be determined under:
- simplified service procedure (without conducting a vehicle inspection);
- self-service (calculation of the amount of the loss on your own).
PZU supports dealing with the entire claims handling process with the use of a smartphone. The affected client can use a smartphone to report the damage, call for assistance on the road and at home, and initiate the repair process at a Repair Network workshop. PZU deals only with the final stage in the claims handling process, i.e., determining the amount claimed and disbursement.
PZU also allows self-service for property and ADD claims and benefits which allows the client to calculate the claims or benefits after reporting the damage. The client may accept or reject the proposed amount. In the case of ADD claims and benefits, the client personally marks the nature of their injuries on an intuitive human figure, which makes it possible to calculate the benefit amount.
In motor and property damage and in centers repairing devices damaged by a power surge, the client may also assess on their own the amount claimed and payable. This piece of information is then forwarded online to the Relationship Manager who executes the payment. This service allows clients to participate in the payout decision in a simple and convenient manner and reduces the waiting time for the disbursement of the benefit. Satisfaction surveys carried out among PZU clients reveal the fact that insured persons are of a very favorable opinion about this service. PZU companies in the Baltic Countries are rolling out similar improvements. As of 2019, automatic payment of death benefits is in place, which significantly speeds up the process of handling these cases.
PZU introduced robotics elements at the stage of summarizing the claims report, sending out correspondence, making the claims decision and downloading police memos in order to speed up the payout of the amounts claimed. Robotics is used in specific claim types, e.g., motor claims, mass claims caused by weather phenomena, and handling of medical claims (medical treatment) and life claims (deaths and births). Robotic solutions supporting the process of writing insurance cover for cases reported have been introduced. Additionally, in ADD claims, robotization has allowed verifying information concerning the client’s report of the claim in another company (in cases where the client has consented to the exchange of information between PZU and PZU Życie) This solution ensures consistent service for various ADD reports of the same incident. Currently, work continues, in the area of process automation and concerns other medical benefits, such as surgery, and in the area of assessing permanent impairment for ADD benefits.
The Repair Network repair shops apply an innovative technology using artificial intelligence algorithms which makes it possible to precisely analyze the photographs documenting the damage. It can also determine the scope of the damage and classify the given part for repair or replacement. The algorithms can detect more irregularities more quickly and accurately, and confirm that all repairs are carried out in compliance with the procedures and standards adopted by PZU. Before using artificial intelligence algorithms most cases handled by repair shops had to be analyzed manually. Thanks to implementation of this solution experts receive for analysis only selected cases while the remaining ones, which do not raise any doubts, are approved automatically or semi-automatically.
In 2023 artificial intelligence analyzed over 124 thousand claims worth over PLN 1 billion.
As part of the sealing of the process of securing recourse claims, the work of the Account Managers is supported by the work of a robot whose purpose is to type damages with recourse potential at the earliest possible stage of the claims process.
Typing is done on the basis of so-called “keywords.” In January 2023, the process of typing damages with recourse potential was supported by an artificial intelligence tool that is based not only on a keyword algorithm, but also on analytical models learned from a wide range of data including debt collection data. The result of the action/processing of the damage by AI is the marking of the relevant information state.
Robotics is a tool that allows full automation of tedious and repetitive tasks that do not require any sophisticated specialist knowledge or experience. Robots enable replacement of cross-system integration and process large volumes of data in a very short time. The use of Robotic Process Automation (RPA) technology improves data quality, streamlines process efficiency control and provides an additional reporting conduit. The application of robotics makes it possible to carry out processes that until recently could not be executed by employees due to their high labor intensity or the need to perform complex operations in a short time. The deployment of a robotic process takes less time than implementing a systemic change, and the solution itself generates lower costs than would be required if additional employees were to be hired.
Implementations in robotics | 2022 | 2023 |
Business processes | 29 | 15 |
Incl. claims handling processes | 19 | 9 |
Comment: In 2023, the operation of robots analyzing the occurrence of sanctioned entities during the implementation of the process of organizing roadside assistance was expanded.
In 2023, the use of the Robotic Process Automation platform as a tool to strongly support hyperautomation was continued. Robotic Process Automation is combined with other technologies. Among other things, a process for investigating potential recourse has been implemented using them, which involves checking a number of business conditions and submitting a query to an artificial intelligence-based service. After analyzing the data from the damage, key information is passed to the robot, which flags the damage for verification for recourse.
Further processes based on a combination of Robotic Process Automation and an intelligent optical character recognition (iOCR) tool with a built-in artificial intelligence-based engine have also been implemented. Robotic Process Automation, as a data linker, retrieves invoice documents from damages and passes them to iOCRa, which automatically reads the data. It then automatically transmits the documents to a verifier, confirming the correctness of their automatic reading. The process is completed by a robot, which, based on this data, performs tasks according to business guidelines, mapping the work of a human much faster.
Claims handling – subsidiaries
At LINK4 , claims can be reported by filling out a form at the website link4.pl/claims/zgłoszenie.
The potential and solutions of the PZU Group in claims handling are also used by LINK4 which avails itself of car wreck sales platforms (PPO), on-site inspections, and the moto-assistance service (PZU Pomoc). Thanks to this cooperation, since 2021, LINK4 has been providing vehicle towing services for all incident participants. It provides towing across the whole country, 24/7, for all types of vehicles, including specialist vehicles and trucks. The service contributes to building and strengthening relationships with the incident participants, irrespective of whether they are LINK4 client or not.
LINK4 uses the PZU Repair Network. The process of referring clients to the cooperating workshops is supported by the use of a dedicated search engine which, based on defined business rules, allows to select the optimum partner workshop, taking account of customer preferences, distances and repair costs. LINK4 has a dedicated hotline for cooperating workshops. The introduction of a new communications channel with suppliers facilitates service and accelerates the processing of reports.
In 2023 roku LINK4 implemented a customer application using artificial intelligence. The application analyzes the extent of damage in real time, based on the photos attached by the client, it prepares a calculation and proposes a claim amount to the client. The tool is used in the process of liquidating traffic damage, on simplified paths. At the same time, LINK4 is taking advantage of the potential of an application prepared for clients regarding ADD claims, the use of which significantly affects the time of liquidation. With this application, clients are able to independently present the injuries they have suffered and provide necessary information and medical records.
The robots functioning at LINK4 have reduced the work time, improved efficiency significantly and allow the company to implement additional solutions to increase customer satisfaction. Currently, among others, they also support: automatic registration of motor and casualty and property claims, update of the provision amount and entry of costs of inspections carried out by third party suppliers, verification of a vehicle’s claims ratio, collection of loss documentation, handling of memos from the Insurance Guarantee Fund, handling of medical opinions, verification of vehicles with MOD insurance, the process of sharing claims files, sending claims decisions; they prepare payouts in the Direct Claims Handling process, and collect the documentation of inspections from the platforms used by the company.
Foreign insurance companies
At Lietuvos Draudimas, the claims handling process is centralized. clients can submit claims or contact the insurer through electronic channels (customer selfservice www.savasld.lt, www.ld.lt and www.ezalos.lt) and Customer Service Center.
The most important changes in 2023 were related to the implementation of automatic claims registration in health insurance and also fully automatic payment of private customer claims in the areas of property and casualty insurance. At the end of 2023, about 78% of private client claims were automatically registered.
In the claims handling area, the company focused on digital technologies. Self-service portal developed www. savasld.lt to support clients in reporting and handling claims. The system allows for the registration of the damage, the insertion of the necessary documents related to the incident and also (especially in the case of motor and residential damage) the use of remote inspection and valuation tools to estimate and make automatic payment of the claim. All documents are stored in a filing system, from which clients gain access to service history, damage documents, information on actions taken by liquidators, traffic history, suggested claim value and documents from relevant institutions.
In the area of motor, personal and home insurance in the mass customer segment, the benefit payment process has been automated. As part of the new functionality in the TIA system, after the customer agrees to the amount of compensation on the self-service portal www.savasld. lt, the benefit is realized automatically, thus there is no need to manually enter the data necessary for payment.
In 2023, Balta continued to improve its claims processes, including the online claims process. It is currently available for nine products, making online claims between 45% and 98% of all claims depending on the product. Balta’s mobile application, which complements the self-service portal, is appreciated by clients as a convenient solution, especially in the health benefits process. With the largest increase in online filings, the property insurance area saw the largest increase.
In the area of health insurance, the focus was on automating the handling of benefits. A number of improvements have been implemented, including OCR technology and the use of data analytics tools, resulting in smoother customer service. The Estonian Motor Insurance Bureau (Eesti Liikluskindlustuse Fond) has implemented an application dedicated to the registration of motor claims in the market. In June 2023, PZU Estonia launched an integration with this application to transfer data from it to the company’s insurance system. The application is used in about 40% of claims registration in the market, the solution provided reduces data entry errors.
PZU Estonia has implemented a self-service third-party motor third-party liability damage form to enable the reporting of an incident involving a third party, who is not a PZU customer, at the scene without the need to fill out additional documents. A fully automated auto glass damage solution has been launched with partner Carglass.
A project to automate claims in the area of health insurance has been launched. The goal of the project is to automate the processing of health benefits processed through a self-service portal. More than 23% of all health damages are fully automated.
A Self-Service Business Customer Portal has been built for corporate clients, thereby enabling business clients to register claims and review and handle them in the same way as individual clients do.
Efficient adaptation of claims handling processes to the dynamic changes in the market environment, influenced by the prolonged martial law, made it possible to maintain a high level of customer service. In 2023, claims handling processes continued to be automated, which involved the introduction of innovative technologies into the company’s work environment.
The implementation and development of Chatbot as part of the motor claims service for third-party and motor hull insurance has become a strategic advantage for the company in the Ukrainian insurance market. Integration of the damage valuation module with Chatbot has been launched, which allows automating the procedure of agreeing on the value of compensation with the customer.
The company PZU Ukraina Życie under martial law was forced to switch to accepting documents for payment in electronic form, as well as signing insurance contracts and letters to clients in the VCHASNO system. This required an overhaul of the claims handling process, but it was also a viable step toward the introduction of an electronic workflow in this customer service segment.