7.1 Commitment to high quality of customer service

[GRI 3-3] Customer service quality and trust-building activities, including transparent communication, reliable information on offered products

At the ERGO Hestia Group, we place the customer in the centre of our activities. Regardless of the products or policy type selected by customers – all the matters are equally important to us. We are guided by individual approach, reliability and openness. In accordance with the assumptions of the Sustainable Development Strategy (ESG), in relations with customers, we put great emphasis on responsible sales and the Highest Standard of Protection.

In the structures of the ERGO Hestia Group, units are selected to handle the process of contacting the customer, including complaints. We review each report received by us, even when it does not concern issues connected with concluded agreements but our broadly conceived insurance activity.

To improve our service level, in 2022, we held 78 workshop meetings as part of the cycle performed in the Property Loss Adjustment Area. We discussed various examples of telephone contact with a customer. We thought how to talk more effectively so as to succeed in leading an injured party through the claims handling procedure. Different dimensions of conversations were analysed, from provided information, through form, to the attitude to the interlocutor.

Any signals of possible dissatisfaction of customers and other people who provide us with such information are monitored and collected on an ongoing basis. Each report received by us is then carefully analysed, taking into account the causes of the situation that occurred and its consequences. After identification of possible problems, they are immediately eliminated.

If no appropriate solutions can be introduced, we aim to minimise any adverse effects for customers.

NPS of 38.5 points (an increase by over 12 points compared to 2021)

Our activities, both for customers and for injured parties are appreciated. For the 8th time in a row, we were awarded the distinction “Financial Institution Friendly to Mediation” (under the patronage of the Polish Financial Supervision Authority (KNF)) for openness and readiness to resolve disputes with customers.

We propose solutions which allow for working out an agreement satisfactory for both sides – we promote amicable ways to resolve disputes, including settlement and mediation talks in the Mediation Centre of the Court of Arbitration at the Polish Financial Supervision Authority.

Communication with clients

[GRI 2-6] [GRI 417-1]

In communication with clients, we count on full transparency starting already from the first conversations. We make efforts to ensure that as early as before concluding an insurance agreement, the customer should get to know detailed information about the given product.

All our insurance products are significant and that is why 100% of the products offered by us are subject to regulatory procedures in terms of compliance with the law. Then, we define insurance requirements for each customer seeking insurance cover so that our offer meets their needs. This complies with Article 8, sections 1-3 of the Insurance Distribution Act of 15 December 2017. In connection with this, it is required to obtain information from a given customer to be able to suggest to them an adjusted insurance agreement.

Before its conclusion, the customer confirms that:

they have familiarised themselves with the controller’s information clause, forming an attachment to the policy,
they have familiarised themselves with the content of the power-of-attorney to conclude an insurance agreement on behalf of the Company,
before concluding the agreement, they have received the General Terms & Conditions of Insurance with attachments, on the basis of which the agreement is concluded and they have familiarised themselves with them and accepted their content,
data in the electronic application are true and have been provided to the best of their knowledge.

Grzegorz Janoszek. Photographer

[GRI 2-25]

In the process of concluding the agreement, the customer should be shown the agent’s power-of-attorney, they should receive Key Information for Customers, General Terms & Conditions of Insurance, Information on the Distributor and also a confirmation statement about conducting a Customer Needs Analysis.

After concluding the agreement, the customer is handed over an insurance policy and, depending on the product, a certificate.

Since 2022, we have cooperated with Pracownia Prostej Polszczyzny (Plain Polish Laboratory) to simplify provisions in the documentation of our products so that they are readable and comprehensible for customers. The Plain Polish Laboratory advocates the so called standard plain language. It recommends using such a language to authors and institutions addressed to mass audience. The model includes quantitative and qualitative tools which make it possible to assess precisely how communicative is a text. Last year, we launched a product with Allegro, which received a certificate confirming that it follows the rules of the Laboratory. At present, we are working on modifying the General Terms and Conditions of Insurance of our two flagship insurance products so as to maintain the standards recommended by the certifying institution.

Complaint process

The effectiveness of the measures taken is verified through the ongoing service quality monitoring, received complaints and analysis of monthly and quarterly reports on complaints lodged. Such parameters as service time and quality are taken into consideration. Regular internal meetings are important during which current issues, ideas and challenges are discussed regarding customer service area. What matters to us very much is to manage relations with the customer adequately as, on the one hand, it streamlines the process and makes it possible to reduce the extent of contacts, and on the other, it translates into a reduction in the correspondence flow (including paper documents).

The main channel via which customers may file complaints are forms on the website www.ergohestia.pl in the tab “Obsługa polisy i szkody” (Policy service and loss adjustment) in the section “Chcę zgłosić reklamację” (I want to lodge a complaint).

Each signal which may suggest that our organisation’s activities affect our customers adversely is thoroughly analysed to find its causes and consequences in the Quality Management Office. Based on reported cases, the Office draws up monthly summaries in the form of email reports distributed to the Management Board and the units to which they refer.

As part of the day-to-day processing of cases received by the Quality Management Office, a member of the Complaints Handling Division is responsible for proposing remedial action. Identified irregularities are eliminated. At the same time, other reservations made by customers are an impulse to modify the processes, which will contribute to reduce the adverse effects.

For non-standard cases, a customer has the opportunity to have the case reviewed by the Customer Ombudsperson at ERGO Hestia, who may make an individual decision. In addition, a Quality Improvement Division was established within the Quality Management Office to make individual decisions and recommend changes based on interdisciplinary measures, including quality monitoring in service processes and the implementation of Non-compliant Service.

The other processes aimed to prevent dissatisfaction of customer and agent, as in the case of complaints, include:

Quality monitoring – verification of indicators and quality control mechanisms in the process, including quality supporting initiatives and additional measures. Findings of the analysis are summed up in the form of an email report, which also includes quality recommendations (agreed previously with the process performer). The aim of the recommendations is to initiate further quality measures in the process, improve current results or control mechanisms.
Non-compliant Service Project – recording and drawing conclusions from internal irregularities in a process. A selected group of operational employees of a process reports for a certain time internal irregularities, or all the observed cases of providing services which do not comply with our internal quality standards. Reported errors are analysed, and then measures are proposed to minimise the occurrence of such errors.

We have been the first company in the Polish insurance market to have Customer Ombudsperson in its structures. Representing our customers, I offer them individual support, especially in difficult situations that require flexible solutions. Building relationships, I make efforts to challenge the stereotype of insurer perceived as an “institution” insensitive to human problems. Shortening the distance in communication with the customer, I show that the insurer is also “human”. Due to the bond based on trust, openness and flexibility, customers are more willing to express their opinion on matters important not only to them – they give advice about what should be changed or introduced to make it possible to offer even higher standards.

Justyna Kalkowska

Customer Ombudsperson at the ERGO Hestia Group

Voicebot and chatbot

Another solution which we have introduced in 2022 was Voicebot, an automatic consultant developed to handle claims after a hailstorm. This allowed us to contact a customer within 24 hours no matter how many claims were received and, consequently, to recognise needs for loss adjustment.

The automatic consultant service makes contact possible within 15 minutes after a claim is reported by a customer. Next, repair is offered within the ERGO Hestia Pomoc 24 network – a service specialised in paintless dent removal (PDR). All repairs within the service are done in a location convenient for the customer anywhere in Poland.

If a customer decides on a repair, the loss is qualified for a simplified procedure. An automatic consultant asks for information on the number of dents in a vehicle and other damage that may be relevant to determine the claim amount. After obtaining information, the customer is informed that the case manager will calculate the compensation amount based on the received information and will send the decision to the given email address. The cost estimate value is calculated automatically and the customer receives feedback in a text message and email about the claim amount and possibilities for complaining.

At the same time, we develop already implemented tools so that they respond as far as possible to our customers’ needs. In the chatbot launched in 2021, we introduced a new functionality – an opportunity to terminate the insurance agreement when the insurance term ends or because of double insurance.

Bicycle Forever

[GRI 2-6]

In 2022, we continued the Bicycle Forever Programme, initiated in cooperation with KROSS S.A. A customer or an injured party may participate in the programme if their car is being repaired for more than a week. If the person during the repair chooses a bicycle instead of a replacement car, they will be allowed to keep the bicycle forever. The programme has been performed since 2019 and is entirely consistent with our strategic approach to sustainable development and promotion of ecological actions among customers through solutions tailored to their needs.

Zarządzanie prywatnością

< Powrót

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Współadministratorami danych osobowych są:

Sopockie Towarzystwo Ubezpieczeń ERGO Hestia S.A z siedzibą w Sopocie, ul. Hestii 1, 81-731 Sopot,

Sopockie Towarzystwo Ubezpieczeń na Życie ERGO Hestia S.A z siedzibą w Sopocie ul. Hestii 1, 81-731 Sopot ,

a w zakresie korzystania z usługi Piksel Facebooka współadministratorem jest również Facebook Ireland Limited z siedzibą w Dublinie, 4 Grand Canal Square, Grand Canal Harbour, Dublin 2, D02X525 Dublin.

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7. Impact on customers

[GRI 3-3] Customer service quality and trust-building activities, including transparent communication, reliable information on offered products

As many as 90%

customers contact us using electronic communication (service forms, chatbot, dedicated applications).

[Own indicator] customer loyalty (NPS)

Communication with clients

[GRI 2-6] [GRI 417-1]

[GRI 2-25]

Complaint process

Customer Ombudsperson

I sign

Modern technologies in customer service

Digital tools used by our customers:

AutoWycena 2.0.

Voicebot and chatbot

Bicycle Forever

[GRI 2-6]