In the past three years, UNIQA Ukraine has demonstrated remarkable business resilience, facing enormous challenges due to the ongoing war situation in the country.
UNIQA Insurance Group expanded into Ukraine in 2006, gradually acquiring the sixth-largest insurance company, Credo-Classic. The goal at that time was to participate in the prospering market development in Ukraine from an early stage. Nearly two decades later, the Ukrainian subsidiary stands as one of the leading insurance companies in the market, offering a comprehensive range of life and non-life insurance solutions, and it continues to grow. The premium volume increased from approximately EUR 28 million in 2005 to EUR 109 million in 2021. In 2023, pre-tax profit reached €17.5 million, which accounts for six percent of the pre-tax profit of UNIQA International. The number of customers has grown to one million.
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Since Russia's attack on Ukraine in February 2022, the company has encountered significant challenges. Despite the difficult situation in the country, UNIQA Ukraine has remained operational since the outbreak of the war, serving its more than one million customers and providing them with a sense of security.
From the eastern part of Ukraine, which is the most affected region, company decided to withdraw already in 2014, following Russia's annexation of the Crimean Peninsula.
For three years, over 840 employees have kept operations running as smoothly as possible, 24 hours a day, seven days a week. After almost half of the employees left the country following the outbreak of war, over 90 percent have now returned to Ukraine. As insurance is part of the critical infrastructure, only 20 percent of the male employees fit for military service were called up by the army or volunteered. Sadly, one employee was killed in action, and another is missing.
The war has resulted in a severe labor shortage in the Ukrainian economy. Consequently, private health insurance has become one of the most important additional benefits that employers can offer to attract staff. The health sector, therefore, accounted for almost 40 percent of the premium volume in 2023.
UNIQA Ukraine also has a network of 12,700 partners who help to organize and provide various services in areas such as pharmacy, medicine and clinics.
War damage in the country is generally not insurable. However, in areas further away from the front, some insurers - including UNIQA - have started to insure and compensate war damage up to 10 per cent of the value.
Despite the incredibly difficult times we are facing, our company has always been “up and running”, always ready to serve our more than 1million customers. This enduring commitment is our way of standing with Ukraine, providing a sense of security and support to our people.
Despite all the challenges in the last three years, total premium between 2022 and 2024 achieved about 41% growth. In the same period, the Ukrainian team handled close to 1 million claims, including nearly 350,000 in Health alone in 2024. In the UNIQA Life sector, UNIQA Ukraine managed to double claims handled from 2022 to 2024 – which is especially remarkable in times of war.
One key factor in maintaining operations and services under these circumstances is the high level of digitalization of the Ukrainian subsidiary, which is one of the most digitalized companies in the Group. Thanks to an efficient omnichannel system, customers can contact UNIQA via traditional phone calls, the myUNIQA mobile app, the official Viber or Telegram chatbot, and access telemedicine services through various partners. Since the beginning of the war, this also includes psychological support. Regardless of the channel used, all processes are seamlessly connected in the background. Quality data, integration with pharmacy aggregator platforms, and an electronic document exchange service enable optimized and simplified processes. Digital solutions and integration with partner software allow the company to offer competitive prices to its customers.
As a result of operational excellence and the services provided, UNIQA Ukraine consistently ranks among the top three in the health insurance, car insurance, and property insurance segments. The company has received numerous international and national awards, including a global certificate and a gold medal for Customer's Friend Superior Excellence from the International Certification Association ICERTIAS for exemplary customer relations.
In 2024, the company was awarded the Insurance Company of the Year award and included in Forbes Ukraine's ranking of the 50 most attractive employers. In December 2024, it was announced that UNIQA became one of the first insurance companies to implement an innovative mechanism for insuring war risks from the European Bank for Reconstruction and Development (EBRD) and Aon in Ukraine. EBRD and Aon are implementing a new €110 million guarantee to support Ukrainian insurance and reinsurance companies in covering the risks associated with the war and the consequences of Russian aggression in Ukraine for large enterprises and medium-sized and small businesses.
With the support of the UNIQA Headquarters, UNIQA Ukraine, in cooperation with the Serhiy Prytula Charity Foundation, continues to provide humanitarian aid to medical institutions and Ukrainian defense forces on the front lines. UNIQA and the Serhiy Prytula Charity Foundation have been cooperating since 2022. Since then, more than 12 humanitarian cargo deliveries have been carried out, including medical equipment, medicines for the military and civic communities, and tactical first aid kits, which are crucial for saving lives at the front. Thanks to this cooperation, schools in Kharkiv, Kyiv, and other cities in de-occupied territories received educational equipment that significantly improved hybrid learning conditions.
The best specialists in psychotherapy and post-traumatic disorder developed the Unbreakable Mom program within the Masha Foundation. The program helps women and their children affected by the war regain their emotional balance and find the strength for a new life. With financial support from UNIQA Ukraine in the amount of 4mil. UAH, five sessions of this unique program have been already conducted – it helped 150 women and children from different regions of the country.
Ukraine has become a role model for resilience, innovation, and collaboration. Their ability to provide unwavering support to customers amidst uncertainty exemplifies customer centricity at the highest level.
Donation for Serhiy Prytula Charity Foundation
