Automation of the after-sales service in the insurance industry

Paweł Brzeski
Paweł Brzeski


The solution was implemented in a company which is a leading player within the Polish insurance market and it concerned automation of an after-sales service for a complex insurance product. This product was completely new and groundbreaking, so a lot of development was required to service it in IT systems. While the transaction part was managed in the central insurance system, the process linked to the changes introduced in the policy was more problematic. The central system was not adapted to handling operations (their implementation would require a thorough reconstruction), but only transactions generated after completion. Therefore, the decision was made to implement this service on the BPMS platform.


The new product was complex; the general specification is given below.

  • One product for life, for the entire family.
  • Beneficiaries at the component level.
  • An investment part and a mandatory protection part.
  • An additional pension component.
  • Nine optional additional contracts.
  • Different types of packages (additional contracts can be combined).
  • Various types of discounts (number of insured persons, number and type of packages, frequency of premium payments).
  • Possible quick changes, within the entire duration of the insurance (adding insured persons, adding / removing packages and additional contracts, changing the value of the insurance).
  • Additional discounts.
  • Policy issue date, distribution channel, temporary discounts.

The functionality of the solution prepared on the BPMS platform included the following:

  • Possibility to make changes to the policy, within its duration.
  • Complex calculation of premiums and validations.
  • Underwriting support (loading and exclusions).
  • Full integration with the central system and the letter system.

The implementation had to be carried out quickly, to keep up with ambitious sales plans, and the solution had to be flexible and easy to change and develop further. In addition, part of the process configuration was to be transferred to business users.


Implementation benefits

  • Enabling the sale of a new key product in less than four months, as a result of the work performed by a small development team (4 people at the peak of the project).
  • The cost of the delivered solution was over three times lower than the costs that would have to be incurred for traditional development.
  • The delivered solution was very flexible and reusable in the future (about 80% of the code could be used to build solutions for further products).
  • Business configuration, in most cases, could be done by business users.

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