Self Service Portal for PZU Group customers Qorus Innovation in Insurance Awards 2019 - Winner

The dynamic development of mobile technologies and the Internet has changed customer behavior. Clients more and more often decide to buy insurance and after that use customer service through direct channels. We created a self-service portal "moje.pzu.pl" with complex insurance services for such type of clients. PZU Group, as the largest insurer in Central and Eastern Europe, offers a wide range of products: property and life insurance, investment products and medical care. The PZU Group consists of 10 companies, each of them is responsible for creating products that are placed in various systems. The integration of 18 systems in one place was the greatest challenge from a regulatory point of view. However, it worked! The implementation of this portal was possible thanks to the cooperation of all companies. Now we have self-service portal, where customer has all the products in one place. Thanks to our knowledge and awareness of the needs of our clients, we have created a portal that enables remote customer self-service. The biggest advantage of the portal is remote customer self-service including: making changes on their products or arranging a visit to medical centers. We also have centralized communication with the client, we have made it possible to reporting insurance claims and checking their online status. In addition to this, it is possible for customers to buy different type of insurance: travel, property, motor, life and investment products. Thanks to this solution, almost 150.000 customers use the portal. The customers rate very high our portal and the high frequency of users' logins also confirms this fact. We achieved savings in the area of: customer service and administration since the launch of the portal through on-line communication with the client (paperless communication), as well as the sales indicator increased. We are constantly adding new functionalities to the portal as well as new services and offers for the client. The application allows us to increase the range of insurance sales thanks to cooperation with banks and other intermediaries and affiliate networks.