Robotic Process Automation for PZU Group employees and customers Qorus Innovation in Insurance Awards 2019 - Winner

PZU Group, as the largest insurer in Central and Eastern Europe, offers its clients various communication channels based on innovative solutions that give them the possibility of quick and personalized contact with employees. PZU Group annually pays about 4 million benefits for 22 million customers in all companies. In 2018, Group achieved a record net profit of 1.3 billion EUR. In such realities, the challenge is to combine the service of thousands of operations performed in various systems with high precision of task execution, effective use of working time and the above-standard quality of customer service. Robotic Process Automation has become the answer to the need to provide our organization with an effective employee-friendly automation tool. The most demanding customer is the one in whose life happened something that requires our express and personalized response. Employees accepting applications and handling damage and services have contact with those clients, which is why they were the first to benefit from the help of robots. This solution supports employees in carring out repetitive and structured tasks. They perform with their high precision at night, outside working hours, using the effective operation of domain systems. From the employees' perspective, it is primarily a series of improvements, such as data collected in one place or the elimination of some simple activities that do not require specialist knowledge - without the need to check the activities carried out by robots. This part of the work proceeds according to predetermined rules, which ensures homogeneity of the work performed and easy verification. The risk of making a mistake and the time of handling the case are reduced. In addition, defining the rules according to which robots work clearly shows the scale and type of business exceptions, and above all gives employees the time and opportunity to focus on these exceptions in a substantive manner. This allows specialists to deal with the interpretation of regulations, analysis of documentation in search of important details of events and, above all, conversation with the client. It builds everyday engagement and makes each activity important. Robotic solutions are the answer on the PZU Group's ambitions to constantly improve the quality of customer service and also remains in tune with the culture of our organization.