Case Study: PZU Insurance Group achieves enhanced customer experience and faster claims processing with UiPath

PZU improves customer experience with RPA

PZU Insurance Group, one of Europe’s largest insurers with millions of customers, struggled to deliver personalized service because agents were tied up with thousands of repetitive, time-consuming tasks. To free staff for higher-value customer interactions, PZU Insurance Group selected UiPath and deployed the UiPath Enterprise RPA Platform to automate routine claims and policy workflows.

UiPath rolled out pilots for back- and front-office processes and scaled automation into claims handling and core policy systems. With UiPath, PZU Insurance Group saw clear gains: a 15% increase in decisions issued per person, average call handling time cut from 6 to 3 minutes (50% reduction), 100% accuracy in entered data, reduced overtime, and more agent time focused on improving customer experience.

PZU Insurance Group

Paweł Surówka

CEO