Poland's largest insurer, PZU, has swiftly responded to the devastating floods in southern Poland, deploying a range of resources to help affected customers. With over 3,000 claims already filed, the insurer is focusing on delivering rapid assistance to those impacted by the disaster.
PZU has set up mobile offices in Lower Silesia to streamline the claims process for flood victims. These units, including a large bus, are designed to provide on-the-spot help with filing claims, conducting inspections, and disbursing compensation. The mobile offices also serve as command centers for the company’s experts in the field, including staff trained to use drones, which significantly speed up damage assessments and the overall claims process.
In addition to the mobile offices, PZU has simplified its claims process, allowing for quicker payouts. Victims who provide damage documentation, such as photographs, can receive payments directly to their accounts on the same day. By Sunday, September 15, the first payments had already been made to flood-affected clients.
To handle the surge in claims, PZU has increased staffing on its helpline and created a fast-track system for customers affected by the current weather conditions. When individuals call the company's helpline, they are immediately directed to a dedicated team to assist with flood-related claims. Between September 14-15, PZU processed more than 3,000 weather-related claims—nearly nine times the typical weekend volume.
Irmina Nowak, Managing Director for Claims and Benefits Services at PZU, emphasized the company’s commitment to supporting its customers during this challenging time. “We will not leave any of our customers without care and support. PZU has extensive experience handling mass claims from natural disasters. We have mobilized additional resources to provide quick assistance and simplify the process for documenting and assessing damages, as well as expediting payments.”
PZU’s proactive approach began even before the floods hit. The company activated pre-claims services, monitoring weather reports and reaching out to customers in high-risk areas. PZU sent over one million SMS alerts to customers in regions under weather warnings from Poland’s Institute of Meteorology and Water Management, advising them of potential dangers and offering assistance. Similar alerts were sent to holders of PZU Autocasco motor insurance policies. This forward-thinking model of customer outreach, implemented on a large scale, marks PZU as a leader in proactive disaster response.
The insurer has also established a crisis committee to oversee its response efforts. Comprising members of PZU’s executive teams, the committee coordinates aid for affected clients and the broader flood-impacted community. PZU has also set up a dedicated email for fire service commanders to request financial resources for purchasing essential equipment and materials for rescue operations in the hardest-hit areas.
As Poland continues to grapple with the aftermath of the floods, PZU’s swift mobilization of resources and customer-focused response are proving critical in supporting the victims and helping them rebuild.
