Overview
Our client is a leading insurer with 30 years of experience in life, accident, and health insurance. Its wide range of insurance products and services is offered in agencies and offices throughout Bulgaria, including online through its insurance application.
As the insurer expanded its business, they aimed to upgrade its digital infrastructure to improve operational efficiency and reduce costs.
Project Scope
The initiative involved developing a comprehensive insurance administration solution using the low-code/no-code Creatio platform. The project required migrating data from current CRM, integrating with external systems, and creating a fully customized insurance business management system tailored to the insurer’s needs.
The project scope covers key health insurance processes. Its aim is to develop a comprehensive policy solution, claims management and a wide range of accompanying sub-processes related to customer service and after-sales administration. The new system has to be also integrated with the insurer’s existing core system, to which data necessary for reserves and reporting is transferred.
Main Challenges
The imposed challenges revolve around the project’s high importance and include the development of a core software solution for comprehensive healthcare insurance business administration, entirely based on the low-code/no-code Creatio platform, integration with external partner solutions and applications, as well as migration of existing data from current CRM. Having previously implemented a prominent CRM solution as their primary insurance administration system, the company started exploring alternatives due to:
- High licensing costs of current CRM system.
- Need for a customizable platform to fit insurance-specific processes.
- Lack of flexibility in product development and system modifications.
- No seamless integration with existing and external applications.
- Need for user-friendly interface for easy adoption.
- Onsite support availability in Bulgaria.
- Need for a new ecosystem of partner applications for extended functionalities.
Based on a strong, long-term partnership with Sirma, a trusted IT company, the insurance company chose Sirma InSuite as the foundation for its next-generation digital insurance platform.
The Solution
Sirma InSuite is a highly scalable, low-code, core insurance platform based on Creatio that bridges the gap between the insurance organization’s legacy systems and the need for modern customer-facing applications.
It covers core insurance processes like fully functioning Policy management, and Claim management modules, while its no-code Configuration module empowers the insurance company to effortlessly set up a wide range of accompanying sub-processes related to customer service and after-sales administration.
Platform Delivery
Sirma InSuite’s flexibility, speed, and ease of use are crucial factors that help insurance companies overcome digital transformation hurdles, enabling them to adapt more quickly and efficiently to market demands. As a trusted Creatio partner for Eastern Europe, Sirma leveraged its industry-specific expertise and extensive experience in IT and insurance to develop a robust new management solution for our client. The platform now covers core health insurance processes, including policy and claims management, customer service, and after-sales administration.
Key Integrations
The Sirma InSuite system is integrated with the insurer’s existing core system, to which data necessary for reserves and reporting is transferred. Technical integration with external applications and platforms (third-party applications) has been implemented via API (Application Programming Interface). The application becomes a natural part of an existing ecosystem.
The following key integrations support efficient system connectivity and operations:
- Portal & Mobile App (Customer Service)
- Epay (Payment Processing)
- Archimed eDMS (Electronic Document Management System)
- Superdoc & Healee (Medical Service Providers)
- Asterisk PBX (Medical Assistance in-house Call Center)
- Legacy System (For Reporting & Data Management)
Results
Built on modern no-code technology, the new Sirma InSuite system empowers our client with unprecedented flexibility to automate, optimize, and upgrade processes without requiring specialized IT expertise. This strategic investment modernizes operations, reduces costs, and enhances service quality, ensuring long-term growth and innovation. By consolidating insurance administration into a single platform, the company improves efficiency, minimizes manual errors, and increases scalability—all while strengthening customer satisfaction in a highly competitive market.
- Successful migration of all insurance data from current CRM.
- Automation of key processes, reducing manual work and errors.
- Seamless integration with existing systems, improving data consistency.
- Reduction in operational costs by eliminating redundant systems.
- Improved customer experience, leading to higher satisfaction and retention.
Sirma’s Partnership with the Insurer
The collaboration between Sirma and the insurer is built on a foundation of trust, innovation, and shared vision for digital transformation. By leveraging Sirma InSuite, our client has successfully modernized its health insurance administration, reinforcing its position as a forward-thinking insurer.
This partnership showcases the power of tailored technology solutions in the insurance sector. With Sirma’s expertise and industry knowledge, the insurer’s business continues to evolve, ensuring agility, operational excellence, and enhanced customer experiences.
