When Russia invaded Ukraine in February 2022, many were focused on survival, but for Mykhailo Hrabovskyi, it was also about his responsibilities as an insurance executive. Hrabovskyi was outside Ukraine when the invasion began. He faced a serious injury and knew he had to get home quickly. With flights grounded, he embarked on a challenging journey that took days, crossing multiple borders and enduring exhaustion.
As the head of a regional division at ARSENAL Insurance Company, one of Ukraine’s largest insurers, Hrabovskyi felt the weight of his role. He was not only concerned for his family but also for his team back home. "I had to make decisions quickly, one after another," he recalled. Since the war started, he has led his team through chaos and danger while maintaining the company’s commitments to clients.
The first day of the war changed everything for ARSENAL. What was once a corporate chat for business discussions became a lifeline for employees. Hrabovskyi, along with CEO Sergey Avdeev, worked to reassure staff and clients that ARSENAL would continue its operations. They quickly processed claims, even for total losses, and adapted to the new reality of their environment. Hrabovskyi noted that there were no guidelines for operating under such conditions—they had to improvise.
The challenges were immense. Hrabovskyi described how a missile struck near their office, highlighting the constant danger they faced. "There were no truly safe places left in the country," he said. Yet, despite the turmoil, they managed to keep their operations running and maintain the trust of their clients, which Hrabovskyi considers one of their proudest achievements.
As the war progressed, Hrabovskyi learned that traditional measures of success, like sales targets and bonuses, became irrelevant. Instead, he focused on the meaning of their work. He emphasized the importance of understanding the "why" behind their efforts to keep employees engaged. He believes that this lesson applies in peacetime as well.
The conflict has also shifted the nature of risk in Ukraine. ARSENAL adapted by introducing new insurance products for missile and drone attacks and embracing digital solutions for claims processing. Hrabovskyi noted that client expectations have risen, pushing them to improve their service continuously.
Insurance has taken on a new role in Ukraine, becoming essential to the country’s recovery efforts. Hrabovskyi pointed out that without solid insurance coverage, there would be no mortgage market or investment flows. The war has forced the ARSENAL team to adapt quickly, reshaping their internal processes and ultimately emerging stronger.
In a message to leaders in more stable markets, Hrabovskyi advised, "Don’t wait for a crisis to truly see your people." He believes that building a culture of support and trust is crucial before challenges arise. His experience during the war has shown him that the strength of a team can rebuild anything, even when everything else is lost.