Front- and back-office automation platform for a multi-line Ukrainian insurer
We delivered an integrated front-office and back-office solution for Insurance Company Illichivska, digitizing core insurance workflows from sales and policy administration to payments and reporting. The platform gave agents and internal staff a single environment for working with customers, managing contracts, and tracking operational tasks, while the back-office gained a structured view of policies, claims, and financial data. As a result, Illichivska moved from fragmented, manual routines to standardized, automated processes across its main insurance products
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Quick facts
  • Engagement: 2013 → 2016
  • Client: Insurance Company Illichivska, Ukraine
  • Scope: Front-office and back-office systems, end-to-end process automation
  • Lines of business: Auto, property, personal and life insurance
  • Team: PM, BA, 4 Developers, 2 QAs
  • Tech stack: Java, Spring, JSF, MS SQL, RabbitMQ
Client info

Insurance Company Illichivska was a Ukrainian insurer founded in 1997 and historically associated with one of the country’s major industrial groups. Over time, the company evolved from servicing a parent industrial enterprise to offering a broad range of insurance products to retail and corporate customers across Ukraine. Its portfolio included auto insurance (mandatory and voluntary), property insurance, medical and travel products, as well as life insurance under the same brand

Challenge
  • Fragmented tools and manual workflows: Key business processes — new policy issuance, renewals, endorsements, and claims handling — were supported by a mix of spreadsheets, legacy applications, and offline handoffs between departments
  • Limited front-office support: Agents and branch employees lacked a unified system to quickly calculate offers, issue policies, and access up-to-date customer information, which slowed sales and increased the risk of errors
  • Back-office bottlenecks: Underwriting, policy servicing, and finance teams received information late or in inconsistent formats, making reconciliations and internal reporting time-consuming and error-prone
  • Growing product portfolio: As the company expanded its mix of auto, property, personal and life products, manual configuration and maintenance of tariffs, rules, and templates became increasingly complex
  • Regulatory and internal reporting pressure: Preparing accurate reports for management and regulators required significant manual work, with data coming from disparate sources and requiring repeated checks by the back-office teams
Solutions
  • Unified front-office system: Web-based workspace for agents and branch staff to perform quotations, policy issuance, endorsements, renewals, and cancellations; Centralized customer and policy view, enabling staff to see contracts, payment history, and communication records in one place; Automated document generation for proposals, policies, and related correspondence based on configurable templates
  • Structured back-office environment: Back-office modules for underwriting, policy servicing, and operational support, closely aligned with Illichivska’s internal roles and approval steps; Work queues and task tracking so teams could prioritize and monitor workloads across branches and product lines; Configuration tools for tariffs, limits, and business rules, allowing authorized staff to adjust parameters without deep technical change
  • Process automation across key business flows: Standardized workflows covering the full policy lifecycle — from initial data capture through issuance and mid-term changes to closure; Automated checks for data completeness and basic business rules to reduce rework and improve data quality; Support for core claims-related processes: registering claims, tracking their status, and linking them to corresponding policies and customers
  • Data and reporting foundation: MS SQL-based data model consolidating policy, customer, and operational information for reporting and analysis; Operational reports for sales performance, portfolio structure, and process monitoring to support management decisions; Export capabilities to feed financial and regulatory reporting tools used by Illichivska’s finance and accounting teams
  • Technology and delivery approach: Backend implemented in Java with Spring, with JSF-based web interfaces for front-office and back-office users; RabbitMQ used for decoupling modules and enabling reliable message-based communication between system components; Iterative delivery over the 2013–2016 timeframe, with requirements analysis (BA), planning and coordination (PM), implementation by a team of 3 developers, and continuous testing by a dedicated QA engineer
Technologies
Java
JSF
MS SQL
RabbitMQ
Spring
Business impact

The new platform helped Illichivska reshape how it operated day to day:

  • More efficient sales and servicing
     Agents and branch staff could handle offers, policies, and customer requests in a single system, reducing manual data entry and accelerating cycle times for new contracts and changes.
  • Higher process transparency
     Both front-office and back-office teams gained clear visibility into the status of policies, tasks, and claims, which improved coordination between departments and reduced the need for ad hoc status calls and emails.
  • Better data quality and consistency
     Standardized workflows and validations led to more consistent data across policies and products, improving downstream reporting and analysis.

Stronger foundation for reporting and oversight
 Consolidated data and structured reports supported management oversight of the portfolio, branch performance, and operational workload, providing a basis for informed decisions about products and distribution.

Team
  • Project Manager
  • Business Analyst
  • 4 Developers
  • 2 QA Engineers
Looking to modernize your insurance operations with integrated front- and back-office systems, automate key workflows, and give your teams a single source of truth for policies and customers?
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