Medical services (Health Area)

Market situation

The health market is a business area that is dynamically developing and prospective. The current trends are as follows:

• continuation of the double digit pace of growth in the private health insurance market,
• development of telemedicine and service opportunities through remote channels,
• greater need to provide care to senior citizens,
• increasing awareness of prevention and periodic examinations.

In accordance with PMR data: at the end of 2016, private health care offered under fee-for-service products was worth PLN 15.43 billion, the value of medical subscriptions was PLN 3.62 billion, and the value of private health insurance reached PLN 0.55 billion.

Operations in the Health Area

The Health Area deals with the following:

• sales of health products in the form of insurance (life and health insurance and non-life health insurance) and non-insurance products (occupational medicine, medical subscriptions, partnerships and prevention programs);
• development of the medical infrastructure for the public in Poland to ensure the best availability of provided services and execution of revenue targets.

1 PMR Report „The health private market in Poland in 2017”, August 2017

In the Health Area the company offers a broad range of health products adapted to the segment and clients’ needs:

Corporate client segment (health, life)

Sales of group life and health insurance constitutes the basis for the business operations of the PZU Group Health Area. The offer is addressed both to corporate clients and to the SME and micro business segment. Employers may purchase insurance in the sponsored or co-financed model, or negotiate a group offer for their employees.

To meet the highest expectations of individual clients of VIP segment, the non standard offer based on PZU Group synergy was implemented. There were connected in one offer outapatient medical care, hospital, medications, travel and accident insurance and loyalty programme.

Mass insurance segment (health, non-life insurance)

Mass clients buying non-life policies are offered additional health insurance of assistance nature, ensuring access to specific medical services if an event under the basic policy occurs.

Individual client segment (health, life)

Retail clients are provided with health care in the form of individual continuation or rider to life insurance. The following is offered as a rider to life insurance continued individually:

Under individual protection insurance the following rider is offered:

Non-insurance products

PZU Zdrowie as a medical operator offers health services both to individual clients using proprietary clinics and to corporate clients seeking an alternative to group insurance.

Achievements in the Health Area

• the medical offer in cooperating clinics has been extended to include ad hoc outpatient care, medical transport, home visits, and mono-specialist clinics have been acquired to offer resonance, tomography and rehabilitation services;
• the service provider network has been extended to include further 260 medical center, which means that PZU already has over 2,000 centers;
• a new hotline operation model has been developed for servicing clients with health products, including life insurance and non-life insurance with a health rider. The hotline structures have been located in PZU Zdrowie as the Medical Service Management Center (CZUM), which allows for integrated management of client experience and improvement of the service quality;
• a tool has been developed for making on-line appointments through a direct connection with the timetables of cooperating medical centers. In 2017, connection with 57 medical centers located throughout Poland was established. During a single telephone call the client obtains complete information about the appointment made: time, place, clinic.