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Integrated Report 2024

Retail banking and private banking

Strategy - The „Customer” pillar

We are intensively developing digital channels as well as quick and convenient service processes. We seek to enable retail clients to handle almost any matter online. The digitization rate of nearly 100% is one of the key strategic aspirations.

The PeoPay mobile application becomes the main channel of contact with the client. We plan to make even greater use of advanced data analytics and modern sales support tools in order to personalize the offer. improve service quality and increase the tendency to recommend our services. The key measure of success that we strive for is a leap advance in customer satisfaction rankings.

Development of electronic and mobile banking

In the 2024, the number of active mobile banking customers increased by 295 thousand to 3.4 million, exceeding the target set in the strategy for the end of 2024 (3.2 million). It was +9% higher than a year ago and +24% higher than two years ago. The number of active mobile customers using the PeoPay application increased by 327 thousand to 3.2 million and was +11% higher than a year ago and +31% higher than two years ago.

Mobile banking users (*)

* Unique user actively using electronic banking is a user who logged in to the system and the mobile service m.pekao24.pl. at least once during the last quarter (in case of using different mobile channels the client is counted only once).

PeoPay users (**)

* Unique user PeoPay application who logged in to the system PeoPay at least once during the last quarter.

In the 2024, the number of business customers actively using electronic banking increased by 7.0 thousand to 251 thousand. The number of active customers of mobile banking increased by 28 thousand to the level 172 thousand.

172
thousand
The number of active customers of mobile banking

New functionalities of PeoPay and Pekao24 applications:

  • Skarbonka account, which supports saving for a selected purpose,
  • presentation of customer insurance: PZU travel insurance, property insurance for Mortgage Loan (PZU), life insurance for Mortgage Loan (PZU), Credit Card with Żubr,
  • new discount programme “Okazje z Żubrem” with attractive promotions and discounts,
  • Miles & More programme registrations.

PeoPay and P24 process improvements:

  • addition of geolocation in the parking payment service,
  • public transport tickets available before logging in,
  • improvements in payments and transfers: BLIK transfer request in PeoPay, possibility to send transfer confirmation directly to the e-mail indicated by the customer, “Make another transfer” function, display of transfer cost information,
  • new and more functional chat and the presentation of customer advisor data,

Development of functionalities for companies in PeoPay and Pekao24:

  • making credit products available to the business customer,
  • making it easier to open a business with an account from within PeoPay,
  • bank statements in JPK format, for business customers.

Options to increase security:

  • PeoPay activation security – additional threat information content,
  • two-factor logging into the Pekao24 service using the PeoPay app,
  • the ability for clients to block the conclusion of credit agreements on the Pekao24 service and the PeoPay app and when entering into a relationship with the bank when opening an account,
  • ‘Panic Button’ – one place to block channels and cards in a stressful situation,
  • handling of PESEL number disclaimers in processes.

PeoPay Kids application development and Parent Panel:

• new seasons of educational games in the PeoPay KIDS app,

• expansion of the MC Debit FX card images available for teens 13+ to include the passion categories sports and music,

• expansion of the Parent Panel functions in terms of consents and declarations, changes to transaction limits, blocking access channels, changing card limits and managing access to teenager 13+ accounts.

Strategy - The „Growth” pillar

We strive for business growth in the most profitable market segments product groups and areas of untapped potential, which will result in improved profitability. i.e. consumer finance and in the micro-enterprises segment.We plan to acquire over 400 thousand individual customers every year and increase its market share in cash loans. Moreover we will seek to rejuvenate the demographic structure of the retail customer base. The goal is to acquire over 600 thousand customers under 26 years of age by 2024.

We also focus on digital growth in investment products. We are also strengthening business synergies with the PZU Group, which will result in an increase in sales of insurance products and a twofold increase in the gross written premium by 2024.

Number of clients and accounts

In 2024, we opened 572 thousand accounts for individual customers, maintaining high acquisition results and consolidating our position as the leader in the growth of the number of net accounts in Poland with a result of +338 thousand accounts, an increase of 6% compared to the record-breaking 2023.

Maintaining high sales of accounts in 2024 was influenced by the attractive offer of the “Konto Przekorzystne” with a gold card and a promotional, high interest rate on savings on the “Konto Oszczędnościowe” and the promotion among parents of opening the first account for a child as part of campaigns such as: promoting the submission of 800+ applications, Children’s Day, „Back to school” or the Christmas offer.

572
thousand
accounts for individual customers opened in 2024

In 2024, we conducted a marketing campaign on internet portals and in social media supporting the sale of the “Konto Przekorzystne” with a “Konto Oszczędnościowe and the PeoPay application „Open up to PeoPay”. The campaign was supported by the promotion of accounts opened on a selfie with a bonus of PLN 200. Thanks to the marketing activities carried out, almost every third new account was created in the online process (using the selfie verification method and AIS – identity verification by logging in to another bank).

In 2024, we opened approximately 190 thousand accounts for young clients up to 26 years, which constituted 33% of total new account sales.

In 2024, we opened a record number of 36.5 thousand new Świat Premium accounts dedicated to affluent clients who deposit funds exceeding PLN 200 thousand in savings and investment products, i.e. an increase of +17% compared to 2023, of which as many as 22 thousand accounts were opened for completely new clients acquired from the market.

190
thousand
accounts for young clients opened in 2024
36.5
thousand
new Świat Premium accounts opened in 2024

In 2024, we made available to clients in Pekao24 and the PeoPay application a new product „Skarbonka”, which supports clients in regular saving for a selected and specified goal, time and amount necessary to achieve it, and a “Skarbonka” for teenagers (13-17 years old) was also implemented.

In 2024, we introduced #Zrzutki – a request for a BLIK transfer, which makes it easier and faster to settle accounts between friends. The money is immediately transferred to the account of the person who sends the request. Settlements can be made between customers of banks that share Zrzutka.

We actively promoted the sale of cards and the PeoPay application for young customers with new images related to passion, sports and music, as well as gaming images, in 2024 we issued over 105 thousand such cards. In the Mastercard Bezcenne Chwile program, a special catalog of prizes and a promotion for signing up to the program with a card with a music, sports and gaming image was prepared, thanks to which realizing passions, goals and dreams with the Bank becomes easier.

In the Pekao24 service and the PeoPay application, as part of the „Okazje z Żubrem” loyalty program for new and existing customers of the Bank, actively using cards, we have prepared an extended package of benefits, within which customers gain access to opportunities in hundreds of popular online stores and in retail and service points.

We have extended the special offer for Ukrainian citizens until the end of 2025, under which maintaining the “Konto Przekorzystne”, using the account card and cash withdrawals from all ATMs in Poland, as well as outgoing and incoming transfers from banks in Ukraine are free of charge.

In 2024, we continued our activities supporting the sale of the “Karta Kredytowa z Żubrem”. We launched the campaign „„Zyskaj więcej niż się spodziewasz z Kartą Kredytową z Żubrem” promoting the unique benefits offered by the “Karta Kredytowa z Żubrem”. As part of the promotion, new customers who do not yet have a card at the Bank can benefit from an additional PLN 300 bonus to start with. At the end of 2024, over 200 thousand customers had already used the “Karta Kredytowa z Żubrem”. From the first half of 2024, new customers can receive the “Karta Kredytowa z Żubrem”by submitting an online application via PeoPay or Pekao24.

As part of the cooperation with LOT Polish Airlines and Miles & More, our customers can collect miles for transactions made with the “Karta Krdytowa z Żubrem”, and then exchange them, e.g. for airline tickets, air travel class upgrades, hotel reservations, car rentals and other prizes. To participate in the program, simply add the card to Miles & More in the PeoPay mobile application or Pekao24 online banking.

In 2024, we launched a unique promotion for the “Karta Krdytowa z Żubrem”, with the “Konto Świat Premium” called ” Podróżuj z klasą – Promocja Miles & More w Świecie Premium Banku Pekao S.A.”. As part of this promotion, Premium customers can receive 10,000 miles in the Miles & More program, which can be exchanged, among others, for a round-trip flight to one of the cities in Europe. The promotion is addressed to new customers who did not have a Bank credit card on the day the promotion started.

The use of Mastercard Credit Cards was supported in the third quarter of 2024 by an additional promotion, in which customers could collect PLN 200 in points in the “Bezcenne Chwile” program after signing up to the program and meeting the transactional condition.

Business customers who have signed a MOTO Biznes credit card agreement until 30 September, 2024 can benefit from a promotional interest rate on the credit limit of 9.99% (compared to the standard 18.99%) and free transfers via PekaoBiznes24/Pekao24 dla Firm electronic banking from a credit card to a business account in the Bank until the end of March 2025.

At the end of the third quarter of 2024, we made the so-called Digital First service available for debit cards, thanks to which the customer can immediately add the card to their digital wallet in Google, Apple Pay or Garmin Pay after ordering it and start paying with it, without having to have a plastic card.

In 2024, we achieved very good sales results for cash loans, in line with the assumed goals. The value of cash loans granted increased to PLN 6.3 billion, in terms of net volumes, i.e. by +22.4% compared to 2023. The gross value of signed agreements increased to PLN 7.3 billion by +29.0% y/y, achieving higher dynamics compared to the result of the entire banking sector. The sales results achieved allowed us to increase the value of the loan portfolio by +10% compared to December 2023.

Our activities were supported by an attractive product offer, development and promotion of remote sales processes and increasing the number of offers available „with a click”, advertising campaigns conducted on the Internet and the Bank’s internal channels and in the national media under the slogan „Weź wygodną pożyczkę gdzie chcesz i na co chcesz”.

Electronic sales of cash loans in 2024 reached a record result of PLN 4.8 billion, an increase of +26.6% compared to 2023. In 2024, we systematically increased the share of loans concluded in Pekao24 services, the PeoPay mobile application and via the Bank’s online, obtaining in the fourth quarter of 2024, a result of 88% of agreements concluded in electronic processes – above the target assumed in the Bank’s strategy for 2021-2024, while achieving a more than 4-fold increase in the volume of loans concluded via remote channels within the strategy horizon.

In the third quarter of 2024, we enabled customers who established relationships with the Bank using remote authorization to receive a cash loan completely remotely.

By developing electronic sales processes, we also take care of the safety and comfort of our customers. We are introducing solutions that limit the scale of fraud in the field of „one-click” credit transactions, including, among others. through anti-fraud verifications, extending the order for the execution of the transaction so that the client can withdraw from the action taken, and also through the possibility of blocking the execution of credit processes in online and mobile banking by the client.

As the only Bank in Poland, we continue to provide loans to finance tuition fees for paid medical studies. At the beginning of each semester, students can apply for a loan to benefit from interest subsidies, a loan guarantee provided by BGK, as well as full or partial cancellation. To date, over 4.2 thousand customers have used this loan for a total amount of over PLN 900 million, of which we have already released almost PLN 300 million of semester loan tranches.

In 2024, we concluded an agreement with the Terg S.A. Capital Group (owner of the Media Expert brand chain of stores) regarding intermediation in offering installment loans in stationary and online stores.

In 2024, the Bank achieved very good sales results for mortgage loans, achieving the assumed goals and achieving a record result in mortgage sales, higher compared to the record-breaking 2023 so far, despite the end of accepting applications for the “Safe Credit 2%” under the government program „Pierwsze Mieszkanie”, which were the driving force of sales in the second half of 2023.

In 2024, sales of mortgage loans amounted to PLN 11.3 billion, up by +8.7% compared to 2023. Sales of standard housing loans (excluding loans under the „Safe Credit 2%” program) increased nearly 2.5 times year-on-year.

The results achieved allowed the Bank to strengthen its market position and in 2024 the Bank took 3rd place in terms of sales of mortgage loans in the banking sector and, in accordance with the assumed goal in the 2021 – 2024 strategy, it is in the TOP3 in the banking sector.

In 2024, we won 2nd place in the mortgage loan category in the Złoty Bankier 2024 ranking organized by Bankier.pl and Puls Biznesu.

We have been constantly updating and adapting our mortgage loan offer to changing market conditions and needs, consistently maintaining it in the TOP3 offers on the market.

We have expanded the offer with preferential terms for loans above PLN 500 thousand and with the EKO Mortgage Loan, which supports ecological solutions.

We have improved the processes of granting and servicing loans by expanding the availability of remote instructions (eDyspozycja) and including the Family 800+ Program in the creditworthiness assessment. Customers can submit an application for a mortgage loan in electronic form Pekao24 online banking and in the PeoPay mobile application, and if necessary, use the help of a specialized contact center employee.

In May, we made it possible for borrowers to submit applications to suspend mortgage loan repayments under the so-called statutory credit holidays and we have implemented new solutions to support borrowers in financial difficulties in accordance with statutory changes.

Borrowers who were affected by the flood that occurred in 2024 or as a result of its direct consequences, we have offered an Assistance Package, which allows for the suspension of installment repayments for up to 3 months, as well as the possibility of submitting applications for support under the Borrower Support Fund (from the first day after the Flood Act comes into force).

The offer of settlements introduced by the Bank for borrowers with active housing loans denominated in CHF, which are almost entirely in the Bank’s portfolio as a result of their acquisition as a result of the merger of part of Bank BPH SA in 2007, has met with great interest and acceptance on the part of customers. We have already prepared a settlement offer for over 84% of borrowers, of which we have already signed 7.4 thousand settlements.

We have transferred another part of mortgage loan receivables to Pekao Bank Hipoteczny. The total number of loans transferred so far is over 13.5 thousand with a value of over PLN 2.7 billion.

In 2024, new sales of financing for business customers in total (loans, leasing and factoring) amounted to PLN 2,9 billion and were higher by +24% y/y. The growth in new sales of bank loans in the business segment was higher by +14% y/y to PLN 1,3 billion and was supported by attractive terms of the new offer related to the possibility of repaying liabilities from another bank, made available for the development of the offer of loans with pre-examined creditworthiness for existing customers, who can easily and quickly use the promised limits for a current account credit, loan or credit card. Changes in the security policy and simplification of the credit process, through the implementation of optimization and digitization works carried out in the business customer segment, translate into a simplified, fast credit process also available in remote channels.

Thanks to the improvement of the remote process, micro-entrepreneurs/sole proprietorships could apply for financing. Bank customers who had been running a sole proprietorship for at least two years could remotely apply for a credit or loan in electronic banking for an amount of up to PLN 1 million.

For existing customers of the Bank, the PreApproved offer was developed, enabling an easy and quick process to use the promised limits for a current account credit, loan or credit card.

In 2024, in the bancassurance area, we conducted marketing and promotional activities that contributed to sales growth and high dynamics y/y.

The collected premium from protection insurance in 2024 was higher by +78% y/y, after taking into account investment products, the dynamics amounted to +67% y/y. The number of motor insurance policies sold in 2024 was almost 3 times higher than in 2023, and the number of travel policies was 79% higher y/y.

The share of the number of mortgage loans sold with insurance (for which insurance could be offered) remained at a stable high level of 96% in 2024, and in terms of the number of cash loans it was 37%.

In 2024, in the assurbanking area, we launched the sale of banking products in a new distribution channel – PZU Exclusive Agents.

Deposit, brokering activity and sale of investment products

At the end of 2024, the total value of deposits held by individual customers (including Private Banking customers) and business customers amounted to PLN 164.1 billion, an increase of +PLN 19.0 billion (+13.1%) compared to the end of 2023 and +PLN 4.0 billion, i.e. +2.5% compared to September 2024.

Thanks to attractive interest rates (7.0% for 5 months) on Savings Accounts and Premium Savings Accounts offered tonewcustomers, we opened over 359 thousand new savings accounts, which is an increase of +24% compared to 2023.

Mój Skarb savings accounts for children up to 18 years of age enjoyed great interest among individual customers, in 2024 we opened over 100 thousand new accounts, +8% more than in the previous year.

In 2024, the Bank expanded its offer of savings products with a new product called Skarbonki, on which customers can save via the PeoPay application or Pekao24 online banking for specific purposes, allocating funds to separate dedicated accounts. The Skarbonki are available both for independent opening and maintenance by children, as well as for customers over 18 years of age. At the end of December 2024, customers had almost 50 thousand open Skarbonki.

PLN 164.1
billion
the total value of deposits held by individual customers
359
thousand
new savings accounts

In 2024, we made available to customers aged 18 to 26 two cyclically offered promotional deposits „Lokatę dla młodych” and „Lokatę urodzinową”. The deposits were supported by marketing activities strengthening the Bank’s image.

In 2024, we offered individual customers attractively interest-bearing currency deposits in USD and EUR. In the case of investing high amounts of savings in the above currencies, customers had the opportunity to negotiate interest rates on these deposits.

At the end of December 2024, the Biuro Maklerskie Pekao maintained a total of over 202 thousand investment accounts and 120 thousand accounts related to the handling of retail treasury bonds, i.e. 20% more compared to the end of December 2023. The number of accounts with active access to services via remote channels was over 279.9 thousand, which is almost a 30% increase y/y.

Direct service was provided within a nationwide network of 372 brokerage offices in 339 locations. The value of assets of the Biuro Maklerskie Pekao as of December 31, 2024 amounted to PLN 61.3 billion compared to PLN 45.3 billion as of 31 December, 2023, the increase in the Brokerage House assets amounted to PLN 16 billion, i.e. 35% y/y.

To clients who accept investing part of their savings in investment products, we offered attractive solutions combining the advantages of both investment and deposit, Deposit with Fund and Investment Deposit. In 2024, we achieved the highest net sales of investment products in history, amounting to over PLN 17 billion, +52% more compared to 2023.

In the area of ​​investment products in 2024, we introduced over 20 different offers of structured products with capital protection available in 3 currencies PLN, EUR and USD, in the case of which the final result depended either on the price of shares of selected, global companies or on the behavior of exchange rates. A very important element supporting the sale of investment products in 2024 was the continuation of the offer of preferential price conditions for customers purchasing such products, in particular via the PeoPay application or Pekao24 online banking.

PLN 61,3
billion
The value of assets of the Biuro Maklerskie Pekao
20
different offers of structured products with capital protection

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