success story
Managing Regulatory Urgency in Legacy Ecosystems: Integration and Governance Challenges in the Insurance Sector
Type
Product and Service Industrialization
Year
2019 - Ongoing
success story
Product and Service Industrialization
2019 - Ongoing
A leading international banking group, a leader in the insurance and financial services market with a user base spread across Europe, asked us to support them in the evolution of their proprietary projects. This involved creating and managing customer-facing, intercompany, and cross-portfolio portals, with the goal of revamping both functionality and visual impact, while addressing the urgent need to comply with new, stringent regulations in the short term.
Considering the wide variety of activities and the heterogeneous nature of the challenges encountered, we chose not to adopt a rigid model, but to manage requests dynamically.
Each requirement is handled individually through technical documentation, which serves as a roadmap for development. To ensure maximum responsiveness, we operate on an on-demand basis: this allows us to deploy, case by case, dedicated teams composed of professionals who possess the specific skills best suited to solve the current problem or implement the required functionality.
Instead of waiting months to see a result, we release constant updates that are immediately tested by the real-world experience of end-users and internal operators.
Through direct communication and feedback, we are able to constantly reassess project priorities. We work through short, fast iterations that allow us to be extremely efficient in correcting logic errors, refining the UI, or improving the overall user experience (UX).
This method allows us to adapt the product in real-time, ensuring that the final result is always aligned with the actual needs of the business and its users.
To ensure scalability and ease of use, we transformed the access experience by upgrading the identity management infrastructure. By centralizing users across various portals through Single Sign-On (SSO) systems, we simplified authentication and onboarding flows while ensuring unified governance of permissions and identities—crucial for security and audit requirements.
In parallel, the client entrusted us with the creation and end-to-end management of all digital portals, consolidating a trust-based relationship that sees us today responsible for the entire application landscape:
Customer-facing touchpoints
Intercompany platforms
Cross-portfolio management
The heart of this evolution is the primary Insurance Self-Care portal. It is a complex ecosystem designed to be natively integrated with the two main portfolio systems and the company's claims management systems.
Through this platform, the end-user can independently manage every aspect of their insurance position, from Life and P&C (Property & Casualty) to Pension policies. We also implemented critical operational flows such as policy payment systems, top-ups, redemptions, and claims reporting, making historically bureaucratic processes immediate and digital.
Another major challenge was driven by the need to adapt the entire web ecosystem to new IVASS regulations: a mandatory requirement that had to be managed within extremely tight deadlines to ensure the group's full compliance.
The intervention was not limited to regulatory adjustment but included a deep overhaul of business logic. We extended system capabilities to handle dynamic quoting and complex calculations related to service fees, ensuring software stability through rigorous non-regression testing.
Finally, given the extensive network of third-party integrations, we implemented real-time alerting and monitoring solutions. This allows us to constantly verify the health of external services and proactively intercept any anomalies, drastically improving the reliability perceived by the end-user.
Unified User Experience: Radical simplification of the access and policy subscription process for the end-user.
Scalability and Security: Adoption of a robust authentication standard ready to handle traffic peaks and compliant with current regulations.
Reduced Time-to-Market: Production releases with shorter lead times for business requests and new features.
Full IVASS Compliance: Regulatory adjustment completed within set deadlines, eliminating non-compliance risks.
Operational Efficiency: Centralized user management has drastically reduced support tickets for login issues.
High Reliability: Thanks to the alerting system, diagnosis times for service interruptions on integrated systems have been reduced, improving perceived stability.
3 portals
created and managed by us
+300%
user growth since we took over
+ years
ongoingThe creation of this portal ecosystem has allowed the client to overcome service fragmentation, offering a consistent and comprehensive overview.
The integration between managing different lines of business (Life, P&C, Pensions), payment flows, and claims reporting has removed operational friction, transforming every interface into an effective control center.
This approach has provided the client with the ability to respond immediately to user needs, elevating the standard of the digital offering from a simple ancillary service to a fundamental pillar of the growth strategy.
Today, the fluidity of these portals is not just a competitive advantage in terms of User Experience, but serves as the operational engine that allows managing portfolio complexity with unprecedented agility, ensuring rapid evolutions for new needs and cutting-edge updates.
The adaptation and integration work clearly demonstrates how managing regulatory urgency in complex ecosystems is not merely a matter of bureaucratic compliance, but the result of technical governance capable of harmonizing compliance constraints with legacy system efficiency. Without these prerequisites, regulatory pressure and user fragmentation risk generating unsustainable technical debt, paralyzing business agility and compromising data security.
Through identity centralization via SSO and the rationalization of monitoring flows, we have provided the client not just with a fully IVASS-compliant ecosystem, but with a solid and transparent infrastructure.
The group possesses now a strategic asset that is finally governed and secure, capable of promptly absorbing future market evolutions and transforming rigid regulatory constraints into a driver of operational excellence and end-user trust.
The partnership with the client continues today through a path of continuous platform evolution, consolidating a long-term technical collaboration aimed at keeping the entire ecosystem at the forefront of the industry.