• PZU na Życie was refusing to pay life insurance benefits.
• The Company was claiming that death, surgery or incapacity to work were caused by previous illnesses, however, they could have not been related to the personal accident.
• These activities raised doubts of UOKiK.

The Office of Competition and Consumer Protection commenced explanatory proceedings regarding Powszechny Zakład Ubezpieczeń na Życie in June 2017 after notifying the Financial Ombudsman who was receiving complaints from customers. Activities of PZU na Życie pertained to persons which concluded individual insurance contracts with it or joined a group insurance scheme – for instance, at the employer’s work establishment. It turned out that the Company included clauses in the insurance contracts on the basis of which it could refuse to pay the benefit due to a previous illness of the insured person, even if it was not related to death, specialised treatment or the insured person’s incapacity to work. The Office’s doubts were raised by the fact that the provisions were too general. Example of a provision: Liability of PZU Życie S.A. does not cover serious illnesses which occurred or due to which diagnostic and treatment procedure was commenced at the insured person prior to the commencement of liability of PZU Życie S.A. with respect to the insured person.

The customer who has read such a clause was unable to determine himself whether any illness with which he was diagnosed in the past will result in a refusal to pay the benefit. – Provisions in life insurance contracts must be precise. The customer must know when he will not receive the benefit. It’s good that PZU Życie will change that after our intervention – says Marek Niechciał, President of the Office of Competition and Consumer Protection.

In the course of the explanatory proceedings PZU na Życie narrowed down the impugned clauses. The Insurer stated directly that he will not pay the benefit if death, surgery or incapacity to work ensue from a previous illness which actually caused the personal accident. He also indicated which illnesses he has precisely in mind. PZU na Życie will change the general terms and conditions of insurance.

If you have/had group insurance at PZU na Życie and based on the impugned clauses the Insurer did not pay you the benefit, file a complaint. You are entitled to assistance offered by the Financial Ombudsman.

Consumer support:

Phone: +48 801 440 220 or +48 22 290 89 16 – consumer helpline
Email: porady@dlakonsumentow.pl
Branches of the Consumer Federation
Consumer ombudsmen – in your town or county
Financial Ombudsman – if the financial institution rejects the complaint

Additional information for the media:

Press Office of UOKiK
pl. Powstańców Warszawy 1, 00-950 Warszawa
Phone: +48 695 902 088
Email: biuroprasowe@uokik.gov.pl
Twitter: @UOKiKgovPL