Helena, you have been with Albatros since 2023. What is your job in Claims Management?

It really depends - we don't really have a daily routine in the traditional sense. We usually start the day with a look at our inboxes to get a broad overview: Where are there updates, what new claims have come in and what is the current status of existing cases. The daily work and claims processing then usually come in waves, also depending on the flight schedules. Claims processing then follows a procedural pattern. First, the policyholder informs us about the claim, then we create a corresponding claim and send it to the insurer. All involved parties are then informed. However, our work goes far beyond this operational support in the event of a damage claim. For example, we help policyholders to introduce and optimize processes. We also regularly review our own processes and see where we can reduce administrative work and increase our efficiency. Of course, we also travel externally, meet customers or attend industry events. Overall, the job is very varied.

Thanks for the overview, Helena. Stephan, very specifically: what does a typical working day look like for you?

There really is no such thing as a "typical" working day. Of course, there are tasks such as claims processing, communicating with customers and insurers or viewing leasing contracts that occur regularly. However, it often doesn't stop there. Working days are very dynamic due to sudden events. I'm mainly responsible for hull claims and when something happens, we need to act quickly. We have to be flexible, record and immediately start communicating and coordinating with customers and experts. In some cases, we also have to be on site in person. There are often many parties involved. Whether these are lessors, airlines, repair companies, law firms or experts varies from case to case. The same applies to the customers and insurance companies with whom we communicate. It's a daily challenge that is exciting every time.

The job requires a lot of flexibility. That also fits your career, Stephan. You came to the claims department from another unit. How has your way of working changed - have you had to adapt?

When I was an employee broker at Albatros Financial Solutions, I naturally had to be flexible. When advising on financial services and pension and insurance solutions for customers and colleagues, it was of course also about recognizing needs, identifying risks and developing solution strategies together with the customer. In principle, not much different from today, because it's about solving a problem to the customer's satisfaction. The customer was and still is my focus. We are brokers and service providers, but we also look for the Lufthansa fleet policy and take care of claims processing through to payment for the airlines insured under it. This combination of customer focus and complex claims management requires not only expertise, but also a high level of commitment.

Helena, what does your job mean to you? How did you end up at Albatros?

Honestly, the fact that I now work at Albatros was a total coincidence. I didn't originally come from the insurance sector. I studied law, specializing in international criminal law. After my studies, I looked for a job, came across the position at Albatros and applied. I was immediately impressed by the interview and the people involved in the process. With its many facets and lots of variety, the role in Claims Management was a perfect fit because monotonous tasks tend to put me off. Sometimes it's a liability claim with passengers, sometimes an engine that breaks down. The cases are varied and the challenge of constantly finding new solutions really appeals to me. You can see results quickly and it makes me happy to support the customer’s needs.

Your department is therefore a suitable home for many work types and personal backgrounds. How do you see that compared to Helena, Stephan?

The hull insurance area sometimes requires different ways of processing claims. However, the basic principle and the administrative and legal requirements remain the same. We complement each other and want to be able to represent each other adequately at the same time. The goal for everyone is to be proficient in everything, even if everyone naturally has their own areas of focus. Helena focuses on the legal side, while I concentrate on the technical side. The whole team is required to deal with the many damage cases, where you have to go into depth. We collect relevant documents, check contracts and work out a solution together.

Will the work in claims management – at our company, but also within the industry – change in the future?  

I think it is foreseeable that it will change a lot in the future. As a necessary part of the aviation industry, which is expected to grow strongly, damage cases will also become more diverse and frequent. In addition to the expansion of the respective fleets, technical development is also progressing, which will also have an impact on the damage patterns. The need is there and will become even greater. 

Helena, do you see trends that you will have to deal with in the future?

We are moving away from the traditional process of "we receive a claim and process it" towards active claims management for customers. We want to ensure that everything runs smoothly when a claim occurs. In other words, we plan in advance for possible losses and analyze potential risks and problem areas in the process. There is a clear trend towards active prevention. Of course, damage cannot always be avoided, that is clear. But we can reduce the duration of claims processing and mitigate many risks. Other industry trends occasionally spill over to us from abroad. In the USA, for example, large sums are often paid out in lawsuits, which customers from other countries then use as a benchmark, and we then notice afterwards in our day-to-day business.

Stephan, what do you wish for Albatros and your department in the next few years?

My aim is for us to continue contributing together to the development of the company in the future. I have had the privilege of being involved in the growth of Albatros for nearly a quarter of a century, and I would be happy if this continues. The intensive contact with our customers has always been something special. The aviation sector is very well connected. Some of my customers used to be colleagues. This creates many close and personal relationships. This is a unique characteristic that we have as a group and one that we should definitely hold on to.

You haven't been with the company quite that long, Helena. What are your ideas?

I am truly very pleased with many aspects. I would like us to continue working on the prospects for women. I am a member of the women's network and the advancement of women is very important to me personally. I think it's great that the topic is gaining momentum in our company and I hope that this development continues to progress. That way, we will continue to be an attractive employer for everyone.

Thank you very much for your personal impressions and the interview!
 

About Helena Hecke
Helena Hecke joined Albatros in 2023 after studying law at the University of Cologne. Since then, she has been working as a Claims Manager in the claims team, where she focuses on liability claims in a customer-oriented manner.

About Stephan Eichendorf
After training as an insurance broker, Stephan Eichendorf worked for Albatros Financial Solutions, Lufthansa's employee broker, from 2000 to 2022, focussing on supporting flying personnel in their insurance matters in Frankfurt. As a holder of a private pilot's licence and following his enthusiasm for flying, he joined the claims team at Corporate Broker Aviation in Cologne in 2023. His focus there is on the processing and monitoring of hull damage to aircraft.

The interview was held by Nicholas Gorny, Corporate Communications.