Building for the future of insurance: our work on Swedbank P&C insurance claims
Our founders wrote the core of this internet bank in 2006-2007. Twenty years later, we're back inside it.
Property and casualty (P&C) insurance has rarely been a priority for technology investment in our home region. Insurance penetration in the Baltics still trails older European markets, and most policies cover vehicles. That is changing as the region grows wealthier. People now expect the same clear digital experience from their insurer as from their bank.
For the past four years, we have been a development partner for Swedbank P&C Insurance, building the insurance features that customers use inside that same internet bank.
Engineering the Swedbank partnership
We work on Swedbank Insurance’s two main sales channels: the internet bank that customers use and the internal system that bank employees work in.
Most of our work has gone into claims handling. It used to be a manual process split across separate systems, and we turned it into a largely automated digital workflow. The project started with one pair of developers and now has four pairs, working closely with Swedbank’s own developers. The stack spans Swedbank’s legacy core, the latest Java with Spring Boot, and cloud microservices.
Award-winning transparency: the Act of the Year
The first big change was transparency. We brought what bank employees saw in their back-office system into the customer’s internet bank: the live status of open claims and the full history of past ones. Now that customers can follow their claim themselves, Swedbank’s support gets fewer questions about where it stands. Swedbank employees voted this release Act of the Year, an award the bank’s staff give each year to the best projects and initiatives across Swedbank.
Customers also upload documents securely in the portal instead of by email. More recently, every step of a claim sends a notification, so customers know right away what changed.
Technical milestones and operational achievements
Here are the main modules we have built with Swedbank so far.
| Improvement | What it does |
|---|---|
| Automated risk pre-processing | Claim questionnaires identify the type of damage (flood, fire, burglary), check the coverage and reserve the expected payout. The rules are fixed, so every decision can be explained. |
| Reinsurance automation | Data from those questionnaires feeds real-time bordereau reports to reinsurers, replacing manual paperwork. |
| Multi-product readiness | One engine serves seven types of insurance products, each with its own rules, questionnaires and risk profiles. |
| Direct document uploads | Customers upload documents securely in the online portal instead of sending them by email. |
| Real-time notification engine | Customers get an update each time their claim moves to the next stage. |
Cross-border complexity in the Baltics
Running insurance in Estonia, Latvia and Lithuania means one system for three sets of rules. Together with Swedbank’s internal teams, we deal with:
- Different legal frameworks. Each country has its own regulations, consumer protection laws and tax requirements, and the software has to handle all of them.
- National registry integrations. Each country has its own vehicle registry, and each needs a custom integration.
- Different market habits. Customer behavior and product distribution vary between the countries, so the front-end flows vary too.
Fast track
Our most recent release adds fast-track flows to claim reporting and handling. When a claim meets set criteria, the customer is reimbursed with no manual intervention.
Custom software meant to last
Four years in, we know the P&C insurance domain well. We help banks and insurers replace rigid legacy platforms with software that works better for both back-office staff and customers.
If your insurance or banking platform needs to handle complexity and run reliably for years, we’ve done it. Let’s talk.
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