17:45 3 February 2025
PZU Group implements Gen AI to accelerate payments for property damage
PZU Group has introduced generative AI (GenAI) in its Samoobsługa NEXT service, enabling clients to receive property insurance (PZU Dom) compensation in under 24 hours. This marks the first AI-driven customer process enhancement within the company.
The AI system automates simple, undisputed claims by analyzing policy terms and determining coverage eligibility. If a claim qualifies, it is fast-tracked for payment; otherwise, it is forwarded to human agents for review. Initially, the system will process 12,000 claims annually, improving efficiency in handling 250,000 property claims per year.
The project aligns with PZU’s digital transformation strategy, particularly in response to rising climate-related incidents. As Poland’s largest insurer, PZU plans to expand AI usage across other claim categories.
