Retail banking and private banking

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 3^rd 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 2^nd 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.