Page 29 - BKT Annual Report 2023 EN

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

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

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.