Until recently, a minor fender-bender meant drivers had to fill out paper statements, search for document templates online, and often endure a lengthy claims process. Today, all you need to quickly and safely report damage is a smartphone with the mObywatel app. This is made possible by mStluczka, a new service from the Ministry of Digital Affairs prepared by the Central Office of Informatics and the Insurance Guarantee Fund (UFG) in close cooperation with insurance companies operating in Poland and the Polish Chamber of Insurance (PIU). This solution enables traffic accident participants to prepare a joint statement about the incident directly in the app and send a damage claim to the appropriate insurance company.

Paper, errors and delays in damage settlement

The previous process of reporting traffic damage was time-consuming, based on manual form completion, and prone to errors. Incident participants had to independently ensure data accuracy, know the procedures, and search for document templates. Meanwhile, insurance companies often received incomplete reports, which led to the need for verification and delayed the damage settlement process.

– In the new service, the Fund provides insurance companies with access to the highest quality verified data regarding traffic incidents, which will certainly benefit all interested parties – says Radek Bedyński, vice-president of the UFG board, leading the insurance market expert group in the mStluczka implementation project.

Faster, simpler and digital

The new functionality, which users of the mObywatel app can use from September 1, 2025, significantly facilitates the damage reporting and settlement process. Thanks to it:

  • Accident participants can quickly and without unnecessary formalities prepare a joint statement and – in the case of the injured party – report damage directly from the mObywatel app.
  • Insurance companies receive immediate access to complete and structured data from the incident location. This shortens damage settlement time, reduces the risk of errors, and improves customer service quality.
  • COI strengthens the position of the mObywatel app as the central tool for digital public services in Poland.

“Our goal was to create a solution that responds to the real needs of drivers while supporting insurance companies in a faster and more efficient damage handling process” – explains Radek Bedyński, vice-president of the UFG board. – “Thanks to the applied technologies, mStluczka makes everyday life easier, simplifies procedures and increases the efficiency of the entire communication system between customers and insurance companies“.

 

How does the solution work?

The solution is based on modern microservices and microfrontends architecture, which guarantees security, scalability and the possibility of further development. Its key elements are:

  • REST API made available to the mObywatel app and insurance companies
  • Message queues enabling asynchronous communication with insurance companies
  • Configuration portal, enabling customization of insurance company data displayed in the mObywatel app
  • Portal enabling insurance companies to view and manage statements and damage claims
  • Document generation module, allowing for the generation of statements and other types of reports from templates defined in the system.

“mStluczka is an example of modern digitization of public services – citizen-oriented, but also technologically mature and ready for the next stages of development” – emphasizes Eliza Elwartowska, Project Manager at Inteca, which was one of the entities responsible for project implementation.

Implementation and technology

Inteca prepared and implemented a solution integrating the mObywatel app with insurance companies’ systems. Thanks to the developed mechanism, data entered in the app by accident participants goes directly to the appropriate insurance company.

“One of the main challenges was preparing a system that meets the (often divergent) requirements of all stakeholders in the project“ – explains Agnieszka Markowska, Architect and Tech Lead of the project on Inteca’s side. “The solution we designed is secure, reliable and flexible – it enables integration of many insurance companies at different levels of technological advancement. The solution was prepared with the future business development of the mStluczka service in mind.”

“We collaborated with many teams: COI, UFG and representatives of insurance companies. Although each stakeholder had their own needs and standards, we managed to design and implement a coherent and scalable system”, adds Eliza Elwartowska. “The result of this collaboration is a tool that simplifies processes, eliminates errors and genuinely makes life easier – for both drivers and insurance companies.”