PZU awarded for the innovative use of technology in support of the hearing-impaired customers

14 December 2017 — Daniela GHETU
PZU was awarded by the European Innovation Organization EFMA the "Insurance Innovation of the Month", in recognition of its innovative way of servicing Deaf and Hearing Impaired clients.

PZU was the first company in Europe to launch three-way video calls over the Internet in 2017 with a sign language consultant. There are about 50,000 people who speak Polish Sign Language live in Poland. In the interests of their comfort, PZU introduced the service in Polish Sign Language in November 2015. Initially, it was available in selected branches of the company.

"Deaf people often came to PZU branches with family members who acted as translators. For this reason, deaf and hearing-impaired people did not feel fully independent and could not settle their affairs without having to share information, often sensitive, with family members" - said Krzysztof BACHTA, Managing Director for Strategy and Development at PZU.

That is why, since December this year, the largest Polish insurer in cooperation with Migam has introduced a service enabling deaf and hearing-impaired clients to simultaneously connect video with a sign language interpreter and PZU consultant via the Internet. Thanks to an online connection, the client can settle his case or get the necessary help and information without even leaving home. The connection can be obtained via the pzu.pl website. It is enough for the client to have a computer or mobile device with an internet webcam and access to the Internet.

By using the services of sign language interpreters, PZU provides professional quality of translation and reduces the risk of misunderstandings. The service also limits the high costs associated with bringing translators to PZU branches.

"Customers can do almost any business and get information in a discreet way, without leaving home and engaging other people" - said Grzegorz GOLUCH, Managing Director for Claims and Benefits. "It was very touching when we heard from a nearly 40-year-old man that thanks to such a service, for the first time in his life he can settle his own business without initiating and engaging his mother", he added.

Thanks to the award, PZU will be automatically nominated for the 2018 Efma-Accenture Innovation in Insurance Awards. The European Financial Management Association (EFMA) is an organization that brings together banking and insurance professionals who specialize in the marketing and distribution of financial services. The institution associates over 3300 companies from over 130 countries.

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