PZU Group

As Poland's largest insurer and one of Central Europe's dominant financial groups, PZU Group manages property, life, health, and investment insurance across millions of policyholders. The core challenge was operational scale: claims processing, risk assessment, and employee productivity were running on workflows that could not keep pace with Poland's growing economy — now ranked among the world's top 20 by GDP. Manual claims handling across a high-volume P&C book created bottlenecks, slowed settlements, and constrained the group's ability to deliver new products and services at competitive speed. Without modernization, the cost of the status quo was measurable in slower cycle times, rising operational expense, and diminishing competitive position.

PZU launched a group-wide AI Transformation program, deploying more than 30 generative AI-powered solutions across its operations, with an additional 30 in active development. The centerpiece for employee productivity is an internal AI Assistant rolled out to staff across the group, supported by a network of internal 'AI ambassadors' who drive adoption and provide peer-level training. On the operational side, AI has been integrated directly into claims handling pipelines and risk assessment systems — core P&C workflows rather than peripheral use cases. The transformation also targets delivery speed: a stated 20% improvement in business solution throughput via AI automation and Low Code development platforms, creating an internal benchmark for measuring transformation ROI.

PZU's AI tools processed claims worth approximately PLN 10 billion, demonstrating that generative AI is viable at scale in core P&C operations — not just in supporting functions. Employee adoption has crossed a critical threshold: more than half of the group's workforce uses the AI Assistant regularly, collectively generating over 1.7 million prompts in 2025.

Key 2025 outcomes:

• PLN 31 billion in gross written premium (record high)
• PLN 6.7 billion in net profit
• 36.6% YoY growth in insurance service result, reaching PLN 4.8 billion
• 16.9% growth in the individual protection segment
• 10.3% growth in non-motor insurance

• Broad adoption (50%+ of employees) is achievable when AI tools are paired with internal champions — 'AI ambassadors' — rather than relying on top-down mandates alone.
• Embedding AI into core claims workflows, not just productivity tools, is where the largest financial impact is demonstrated: PLN 10 billion in claims processed is an operational proof point, not a pilot result.
• Setting a quantitative internal target (20% faster delivery) before rollout creates accountability and a clear framework for measuring transformation ROI.
• For P&C carriers, the combination of generative AI for employee productivity and algorithmic processing for claims can advance simultaneously — one does not need to precede the other.