The #newPZU strategic perspective for 2016-2020, announced on 23 August 2016, focused on the significance of profitability of the Group’s core business, acceleration of growth (chiefly driven by the Health and Investment pillars) and a greater role of innovation. In the updated strategic assumptions adopted by the PZU Management Board and Supervisory Board on 9 January 2018, the Company’s client approach was redefined.
The strategy update called for an increase in the frequency and quality of client interactions during every stage of life, anytime and anywhere PZU can lend a helping hand. The establishment of long-term, partnership-based relationships was defined as the provision of products and services tailored to the client’s needs, requirements and capabilities, also in terms of price, at the right place and time.
This strategy specified how various areas within the PZU Group would be integrated to focus on clients in order to maximize their convenience and satisfaction. Particular emphasis was put on an in-depth, multi-level analysis of the information available in the PZU Group to improve understanding of the client’s needs and increase the efficiency customer service.
In order to create the appropriate business environment and attain these targets, the area of client interactions was redefined from scratch. This entailed an alteration to the philosophy of how the overall Group operates. Distinct business units came under the umbrella of an a single integrated system, based on innovative solutions and enabling the provision of full-scale customer service.
Client interactions were shifted towards the establishment of long-term partnership based on trust and understanding, adding great value through the high quality of solutions offered to clients. The purpose of these actions was to improve the return on equity (ROE) and other indicators.
In the PZU Group’s next strategic outlook for the years 20212024, all key social, economic and business factors will be taken into account, including those related to the low interest rate environment, the COVID-19 pandemic and the ongoing regulatory and demographic changes. The PZU Group will focus on business development in each segment of its existing activity, including insurance, banking services, investments and healthcare. The priorities of the new strategy will include: ensuring the stability of the Groups’ business, conducting the business in a sustainable manner while adhering to the adopted ESG standards, providing shareholders with above-average rates of return and an attractive stream of dividends.