A US-based specialty insurer with over $7 billion in assets set out to modernize its operations by replacing homegrown legacy systems with a Duck Creek-based core platform. This included policy, billing, and claims components, all aimed at simplifying operations, improving user experience, and enabling rapid market expansion. The platform was expected to support growth through acquisitions, streamline product rollouts, and strengthen enterprise data governance.
The transformation moved quickly but missed critical technical foundations. Implementation quality suffered. Architectural standards were not followed consistently, and code-level deviations weakened platform stability. The system began to show signs of strain. Large-risk policy processing slowed. Data mismatches between Policy and Billing caused accounting errors. Third-party integration response times tripled, requiring repeated manual interventions. Despite the new technology, the business remained partially dependent on legacy systems, which drove up operational costs and stalled strategic initiatives.
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