PolandFinance and insurance2025 – ongoingPZU
Samoobsługa NEXT generative AI home-claim coverage assessment
PZU deployed generative AI coverage checks that could enable selected home-claim payments in under 24 hours
Problem
PZU staff manually compared customers' descriptions of property damage with lengthy insurance terms. This added work even for straightforward claims.
Approach
PZU specialists added generative AI to the existing home-insurance self-service process. The system checked reported damage against PZU Dom policy terms and routed covered claims toward payment. Unclear coverage decisions went to employees for standard assessment.
Results
Takeaway
The faster payment path covered selected straightforward claims, with ambiguous cases retained for human review.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer serviceFinance, risk and legal
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
PZU described a production deployment that used generative AI to check home-claim coverage. It said selected claims could be paid in under 24 hours, while uncertain cases were referred to employees.
Full details are in the original sources.
