- Engagement: 2014 → 2018
- Client: Insurance Company KSD (Kyivskyi Strakhovyi Dim), Ukraine
- Type / Platform: Enterprise front- and back-office web systems
- Scope Highlights: Centralized policy administration and customer service; Automated underwriting and claims workflows; Integrated reporting for management and regulators
- Team: 1 Project Manager, 1 Business Analyst, 3 Developers, 1 QA Engineer
- Tech Stack: Java, Spring, JSF, MS SQL, RabbitMQ
Insurance Company KSD (PrJSC “Kyivskyi Strakhovyi Dim”) was a Ukrainian non-life insurer operating on the market for more than 20 years. Founded in 1997, the company offered a broad portfolio of risk insurance products for individuals and businesses, including motor insurance (MTPL and CASCO), cargo insurance, property and liability insurance, health and travel insurance.
At its peak, KSD belonged to the group of sizable insurers in Ukraine, maintaining a multi-regional branch network and employing a staff with a high share of specialists educated in insurance and finance. Over time, financial and regulatory difficulties led to license withdrawal and a decision on voluntary liquidation in 2018; since then, the company has remained in a formal liquidation/bankruptcy process. The project described in this case study covers the active operational period up to 2018.
- Fragmented processes: Sales, underwriting, policy administration and claims were spread across spreadsheets, local applications, and paper files, causing re-keying and errors
- Slow policy issuance and servicing: Multi-step manual checks and approvals delayed policy creation, endorsements, and renewals, especially in branches
- Limited customer visibility: Customer data and policy history were scattered, making it difficult for staff to quickly see complete information on a client or contract
- Inconsistent workflows across branches: Each office had variations in processes and document formats, complicating training, quality control, and audit
- Regulatory pressure and reporting complexity: Preparing statistics and reports for regulators and management required significant manual effort and reconciliation
- Scalability concerns: The existing tools did not provide a solid foundation for increasing volumes, new products, or new distribution channels
- Web-based JSF portal for agents, branch staff, and call-center operators
- Guided quote and policy issuance flows for key non-life products (motor, property, cargo and other lines)
- Configurable underwriting rules and mandatory data checks to reduce errors at the point of sale
- Support for endorsements (changes to policies), policy renewals, cancellations, and reinstatements
- Customer 360-style views combining client profile, active and historical policies, claims, and payment status
- Document generation for quotes, policy schedules, certificates, and customer notifications
- Central policy administration with a single source of truth for contracts, premiums, and coverage details
- Claims registration and handling workflows, including initial notification, assessment, decision, and settlement steps
- Task queues and role-based worklists for underwriters, claims handlers, accountants, and managers
- Support for reserving and basic financial tracking at policy and claim level (e.g., premiums, incurred losses)
- Audit trail of actions on policies and claims to satisfy internal control and regulatory requirements
- Definition of standard workflows for common operations (new policy issuance, policy change, claim handling)
- Dedicated QA engineer building and maintaining regression test suites to support continuous enhancements
- Iterative delivery, starting with priority product lines (e.g., motor and property), then extending to additional products and processes.
Over the 2014–2018 period, the new systems became the primary operational platform for KSD and delivered tangible benefits:
- Faster policy issuance and servicing: Standardized digital workflows reduced time to prepare and issue policies and endorsements, particularly in regional branches.
- Reduced manual errors and rework: Embedded validations and single data entry points lowered inconsistencies between systems and documents.
- Improved customer service: Staff gained quick access to complete customer histories, enabling faster responses and better-quality support.
- Greater operational transparency: Managers obtained timely information on production, portfolio structure, and claims, supporting more informed decisions.
- Regulatory readiness: More structured data and semi-automated reporting processes eased preparation for regulator checks and internal audits.
- Scalable foundation: The platform provided a base for adding new products and process improvements without re-implementing core functionality.
Although KSD later faced financial and regulatory challenges unrelated to the technology platform itself, during the active years the solution supported more disciplined operations and created a clearer picture of the company’s business
- Project Manager
- Business Analyst
- 3 Developers
- 1 QA Engineer