Page 29 - Annual Report 2023

ANNUAL REPORT 2023 29
The Bank has collaborated with
construction companies on providing
financing for their customers

radio spots and also through push-up messages. A A very important initiative for the bank is Branch
great campaign has been performed for mortgage Transformation. Branch transformation is undoubtedly
loans offer in ALL and EUR currency with financing the most challenging, but rewarding project that a
up 100%. bank can undertake. All this is done to create a
We have continued the collaboration with Habitus TV perfect customer experience in the branch by
program, a program which had in focus real estate redesigning transaction flows, increasing digitization,
transactions in Albania. In this TV program as BKT centralization and simplification of processes.
representatives have participated staff members of One thing is certain, there is no conflict between
Retail Banking Department and also staff from digitization and the branch, just the way they work
different branches. For each episode we have will be different.
arranged the advertisement for each mortgage loan The branch of the future is where customers will go
product. specifically for personal contact and financial advice
We have continued to be active in mortgage lending for important decisions - not routine transactions.
through subsidized housing program financed by The experience that customers will have there will be
Ministry of Finance and Economy. We have been decisive for building profitable relationships and long-
quite active in this project as we offer very fast loan term loyalty. So, the branch will continue to be very
procedure due to our past experience in the housing important in the financial landscape and will continue
projects. to add value to the bank.

INSURANCE
During 2023, BKT continued to perform insurance intermediary activity for Bank customers. External and
internal risk mitigation through insurance coverage has been especially important after the 2019 earthquake
and COVID-19 period. Claims arising from insurance events have been followed up by the Insurance Unit of
the Bank, providing financial support to the affected clients and their families as well as minimizing the risks that
impact the bank. There are over 25,000 policies brokered annually, also generating income from over 38 million
lek, with an increase of +13% compared to the previous year. The focus remains on increasing the quality of
service provided to the client and the possibility of further expansion of the activity in other types of insurance.