The PZU Group engages in dialog with stakeholders in a regular and transparent manner through various channels of communication. The stakeholder map has been presented below with the stakeholders having been chosen on the basis of the extent of their involvement in the Group’s operations and their materiality from the viewpoint of the business model. This list does not cover the activities of the Pekao Group or Alior Bank where different approaches to external relations are in place.

Approach Purpose Method and forms
  • constant, open communication between employees and the employer;
  • ongoing dialog with trade unions;
  • engaging workplace;
  • providing employees with development opportunities;
  • building understanding of implementation of the strategy and the achieved results;
  • encouraging employees to participate in new initiatives;
  • promotion of best hybrid work practices and optimal work style;
  • cooperation and understanding of needs between 4 generations of employees, inter-area cooperation;
  • preparation and adaptation to change and crisis situations;
  • engaging in social initiatives and actions (ESG volunteering);
  • health prevention and prevention of professional burnout;
  • strengthening responsibility for one’s own development and wellbeing;
  • building a sense of influence over performance, decisions and the work environment;
  • providing trade unions with dialog with the employer in connection with the requirements of the law and the need to maintain good relations with employee representatives
  • engagement surveys, pulse check, focus group, surveys;
  • clear, measurable goals to be achieved accounted for on a quarterly or annual basis;
  • direct meetings and discussions with the supervisor on an annual or quarterly basis;
  • internal, team meetings;
  • function boxes to clarify ambiguities;
  • chat rooms, discussion forums;
  • information campaigns about opportunities for development, assistance and support;
  • promoting engaging forms and tools, e.g.: gamification platform, online chats with experts, hotlines;
  • live debates with experts and organization leaders;
  • promoting plain language;
  • encouraging to create change in the work environment, e.g.: establishing ambassador groups;
  • preparing managers for open dialog with employees, contracting, discussions;
  • inviting trade unions to participate in both consultation and agreement processes, as well as keeping them informed of significant changes in the company’s operations;
  • employee support program #rozmawiajMY (#Let’sTalk);
  • #DobryStan (#Well-being) program – striving for work-life balance;
  • internal portal/intranet;
  • company-wide newsletter and thematic newsletters;
  • information and awareness-raising campaigns for the organization;
  • webinars with experts;
  • broadcast of quarterly performance meetings with the participation of Management Board members;
  • video materials displayed at the company’s headquarters;
  • a system for reporting violations (whistleblowing).

Approach Purpose Method and forms
  • constant and open communication with clients;
  • quality and customization of products and services;
  • experience with purchasing and service processes;
  • Client Ombudsman;
  • Health Ombudsman;
  • taking into account the client’s opinion in the process of designing business solutions;
  • creating transparent conditions of offerings and contracts;
  • offering high quality clienttailored products and services;
  • providing multiple channels of access to products and services that take into account client preferences;
  • building a positive client experience;
  • preventing exclusion;
  • ongoing, face-to-face meetings and physical conversations at branches, agents’ offices, health facilities, and by phone – hotline, Contact Center;
  • constant online contact, including social media profiles, chat, website contact form, e-mail function boxes, myPZU, inPZU applications;
  • plain language in communication with the clients;
  • satisfaction and opinion surveys on product quality and service to respond to client needs;
  • client improvement database, through which employees can submit proactive client initiatives and improvements;
  • omni-channel solutions, barrier removal and facilitation of access to products and services – including facilities adapted for people with disabilities;
  • international OK SENIOR® Quality Mark Certificate, which confirms that PZU branches are tailored to the needs of clients over 60 years;
  • participation in trade fairs, conferences, industry meetings;
  • financial and insurance education programs.

Approach Purpose Method and forms
  • constant cooperation for mutual benefit – including experience sharing, seeking opinions;
  • learning about expectations, understanding the needs and challenges of business partners;
  • presentation of strategic plans;
  • a summary of the achievement of business goals;
  • product improvement;
  • improving contracting, product sales and client service processes;
  • building and maintaining fair terms of cooperation by, among other things, providing access to accurate and timely information, opportunities to ask questions and voice opinions (surveys, focus groups, meetings; satisfaction and opinion surveys);
  • ongoing and regular meetings with agents (annual and monthly);
  • internal communication portal for agents;
  • use of social media in communications;
  • newsletters;
  • sales training and support programs;
  • Elite Agent Club – meetings with key Agents.

Approach Purpose Method and forms
  • ongoing cooperation based on “The CSR Code for PZU Group Suppliers”;
  • supplier audits;
  • transparent rules of selection and cooperation with suppliers;
  • supporting the implementation of the PZU Group strategy and access to innovation;
  • formation of business standards – conducting business in a responsible and sustainable manner;
  • promotion of ethical purchasing practices;
  • expanding suppliers’ knowledge of PZU Group’s needs and PZU Group’s knowledge of suppliers’ potential and capabilities;
  • improving the quality of delivery of goods and services;
  • increasing ESG awareness in the business environment and integrating ESG principles into business and purchasing processes;
  • knowledge of the pre-selection of contractors willing to cooperate with the PZU Group – as part of the supplier verification process
  • ongoing and periodic meetings and negotiations with new and existing suppliers;
  • frequent communication with suppliers on relevant cooperation issues;
  • use of plain language principles in communicating with suppliers;
  • providing support to suppliers in understanding relevant issues concerning the subject of communication;
  • working together during supplier audit processes to improving the quality of delivery of goods and services;
  • list of PZU Qualified Suppliers.

Approach Purpose Method and forms
  • constant two-way communication between the company’s Management Board and capital market participants based on best capital market practices
  • building investor confidence;
  • transparency of operations;
  • equal access to information affecting investment decisions;
  • activating shareholders to participate in key decisions;
  • building an understanding of the PZU Group’s business model, strategy and value creation;
  • growth of the company’s capitalization and distribution of profits;
  • shareholder meetings that allow participation by the largest possible number of eligible persons;
  • proper performance of mandatory information obligations for listed companies – current and periodic reports;
  • quarterly performance presentations and newsletters;
  • quarterly performance meetings with Management Board representatives;
  • meetings with Management Board representatives after announcing key decisions for the company (e.g.: strategy, acquisitions);
  • live webcasts with the possibility to ask questions and English translation of quarterly performance meetings, shareholder meetings and other key corporate events;
  • online investor relations service (in Polish and English) providing up-to-date information, including presentations and recordings of, among others, shareholder meetings, quarterly meetings, key corporate events);
  • online integrated annual report;
  • regular meetings with institutional investors (during investor conferences, roadshows, video/teleconferences and at the company’s headquarters);
  • WallStreet’s annual conference for individual investors;
  • loyalty program for individual investors “Moje Akcje PZU”.

Approach Purpose Method and forms
  • constant cooperation with journalists
  • transparency of operations;
  • easy and quick access to information about the company and the PZU Group;
  • building insurance awareness;
  • increasing the level of knowledge about financial products;
  • correct perception of the external information and strategy of PZU and PZU Group;
  • consistent media coverage of events and key corporate and business topics
  • maintaining good relations with key media and opinion journalists;
  • inviting thematically selected editors and journalists to participate in corporate events;
  • providing answers (consistent with the PZU Group’s information policy and strategy) to questions flowing in from editors and journalists;
  • preparing press releases;
  • organizing press conferences;
  • organizing and participating in expert interviews and industry conferences;
  • social media presence.

Approach Purpose Method and forms
  • cooperation in debates and conferences;
  • ongoing dialog and consideration of recommendations;
  • legislative cooperation with the Polish Chamber of Insurance (PIU).
  • ensuring compliance with requirements and regulations;
  • supporting the creation of new rules in the market, including best practices;
  • ensuring compliance with regulatory and supervisory requirements, as well as the rules contained in the corporate governance sets;
  • co-shaping the regulatory environment;
  • identification of actual and potential impacts when implementing new regulations (laws, recommendations) from both EU and national legislation;
  • determining preventive and mitigating actions for negative impacts;
  • active participation in issuing the opinion of legislative projects and, in the case of identifying threats, irregularities or risks of negative consequences for insurance business, commenting on the submitted proposals in cooperation with the PIU;
  • participation in the work of committees, subcommittees and working groups of the PIU, whose tasks include carrying out legislative activities aimed at protecting and improving the conditions for the functioning of the insurance market. This work focuses on analyzing and opining on an ongoing basis draft legislation, preparing assumptions and agreeing on market practices;
  • participation in meetings, arrangements, clarifications and consultations (e.g. recommendations) with KNF to determine the market impact of planned solutions.

Approach Purpose Method and forms
  • ongoing direct communication;
  • employee volunteerism;
  • supporting the development of local communities;
  • encouraging employees to participate in social and environmental actions;
  • implementation of social projects – volunteerism projects based on the cooperation of PZU employees (volunteers) with local communities;
  • improving the physical condition of children and young people;
  • reducing disparities in the development of sports infrastructure and access to sports between large cities and smaller centers;
  • implementation of sponsorship and prevention projects to improve health and safety;
  • opportunity for PZU employees to receive a grant for an original volunteerism project, which they can allocate to their local communities whose problems they know well;
  • subsidies for people who find themselves in difficult life situations;
  • activities aimed at equalizing opportunities for children and young people from small centers;
  • supporting sports activation of children and young people by subsidizing local sports clubs and associations through the Dobra Drużyna PZU (PZU Good Team) program.

Approach Purpose Method and forms
  • building partnerships and conducting social diagnosis;
  • joint planning, implementation and evaluation of projects;
  • knowledge sharing;
  • developing the idea of employee volunteerism in cooperation with NGOs and institutions;
  • identification of the needs of specific social groups that can be implemented through employee volunteerism;
  • minimizing the risk of occurrence or consequences of insurance accidents;
  • exchange of knowledge and experience, analysis of trends and challenges for sustainable development, including environmental protection;
  • participation of PZU employees in working groups led by partner organizations, participation of organization representatives in thematic meetings, creation of joint publications;
  • implementation of volunteerism activities that meet the needs of NGOs and institutions;
  • implementation of educational and social programs for health, safety, social welfare and climate change;
  • organization of joint conferences and seminars and other activities with the participation of representatives of the third sector and academic communities;

Approach Purpose Method and forms
  • projects promoting educational and cultural events;
  • patronage and partnerships;
  • promotion and protection of Polish culture and national heritage;
  • cultural education among children and young people;
  • extending patronage and partnership to Polish cultural institutions;
  • supporting Poland’s largest cultural institutions, which, due to their size and format, require large amounts of funding to conduct status activities;
  • promotion of high culture among children and young people as a factor supporting the building of proper cultural competence;
  • joint planning of projects to promote cultural education;
  • joint initiatives to promote cultural events;
  • organization of the setting of major cultural events.

Participation in associations and industry organizations

  • Polish Association of Listed Companies (SEG) – a selfgoverning organization of issuers that represents the interests of the companies listed on the Warsaw Stock Exchange. PZU has been a member since 2010;
  • British Polish Chamber of Commerce – PZU has belonged to this business organization since 2016;
  • Polish Insurance Association (PIU) – a self-governing organization of insurance undertakings to which all the insurance undertakings operating on the market belong; membership is compulsory;
  • Insurance Indemnity Fund (IIF) – its members are domestic and foreign insurance companies that conduct insurance activity on the Polish market in the area of mandatory motor TPL insurance and mandatory TPL insurance for farmers, established in 1990.
  • European Financial Marketing Association (EFMA) – an organization consisting of retail financial institutions in Europe: banks and insurers, the largest organization of its type in Europe;
  • International Association of Agricultural Insurers – an international association to which the world’s leading insurers of agricultural production belong;
  • Polish Motor Insurers’ Bureau (PBUK) – an organization of insurance undertakings that do business in Poland, membership in PBUK is compulsory;
  • United Nations Environment Programme Finance Initiative (UNEP FI) – global partnership set up between the United Nations Environment Program (UNEP) and the financial sector;
  • Geneva Association – an international insurance industry think tank;
  • The Heart Corporate Club – brings together companies that want to build strong competences in innovation;
  • Agreement for the Development of Offshore Wind Power in Poland and the Sector Agreement for the Development of the Hydrogen Economy – projects initiated by the Ministry of Climate and Environment;
  • United Nations Global Compact (UNGC) – is the world’s largest initiative supporting sustainable business.

Membership in the organizations listed above is of a strategic nature to PZU. The company supports the activities laid down in their articles of association and takes part in additional projects run by these institutions.

PZU has also been a signor of the Charter of Diversity since 1 July 2013. This is an international initiative to advance diversity and equal opportunity in employment regardless of gender, race, sexual orientation, ethnic origin, age, disability or religion.

PZU is also involved in external sustainability initiatives, as described in Global challenges to sustainable development.

Best practices of PZU and PZU Życie

Self-governing activities – strengthening protection for insurance market participants

The representatives of PZU and PZU Życie participate in the work of the committees, subcommittees and working groups of the Polish Insurance Association. Their tasks include conducting legislative activities that aim to protect and improve the conditions for the functioning of the insurance market. This work focuses on analyzing and opining on an ongoing basis draft legislation, preparing assumptions and agreeing on market practices.

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