“I think I was always destined to work in insurance. After my insurance apprenticeship I started out in claims services. At the age of 28 I was already a trained all-round damages inspector. Today I manage complex liability cases in the area of construction and industry: from unsealed roofs to serious engineering faults. My customers are primarily SMEs in construction and industry.
I am aware that for customers, a claim generally means a crisis. They want not only financial protection but, more crucially, that we will stand by them as a partner and provide support with our extensive experience. What’s needed are solutions to problems, and we also advise customers when an event is not covered or is only partially covered. The number of dossiers I have pending varies between 80 and 100. Sometimes a claim is dealt with within five days – sometimes it can drag on for years.
In our job you need to like dealing with people, but also be very resilient, because you spend your whole time dealing with other people’s problems. My experience and industry knowledge help me to remain calm under pressure.
Once I was treated with some hostility on a construction site by the person suffering damages, but despite that I was actually able to win him over as a customer during the course of the claims processing. We often have to deal with customers who manage a company themselves and are very easily able to estimate what’s covered by an insurance contract and what’s not.