Meet our experts: Anna König und Birger Henn // Cargo Claims Management

Anna, you've been with the Delvag Group for over ten years. Can you give us a brief overview of your role in the Cargo Claims team?

Anna: I have been working in the Cargo Claims team for four years as a Senior Claims Handler, where I look after our major customers worldwide, including LCAG in some cases. In my role, I also work on a number of cross-divisional projects and am active in our ADA network. So my day-to-day work is very varied.

Birger, what does your working day as a claims handler look like? Is there such a thing as a “typical” claims handling process?

Birger: There isn't really a “typical” process, but claims handling is often similar. First of all, a claim is reported to us by various parties. Either directly from the policyholder or from the claimants. We then have to check whether we have all the documents we need to assess the claim accordingly. If it is unclear whether the claim will be rejected or accepted, further documents will be requested in case of doubt. This can be done in various ways, either via the policyholder or the claimant. The outstations at airports are often also contacted in order to obtain further information and to be able to illustrate what kind of damage is involved and how the damage occurred. Of course, liability regimes, i.e. the legal basis, also play a major role. All these aspects play a role in claims processing and ensure that the work is varied and exciting. There is a rough roadmap that we follow, but ultimately every case is highly individual and that's what makes the whole job so interesting.

You both have a legal background. What brought you to Delvag and how did you end up here?

Anna: It was more or less by chance. I had completed my first state examination in law and then, while looking for an internship in Cologne, I ended up here in Andreas Biegel's legal department. A new world immediately opened up for me after my rather dry law studies. I was finally able to work in a great team with practical legal issues. That was great fun. By chance, a position became available and I was able to stay straight after my internship. I then gained an additional qualification as a specialist in insurance and finance and have been with the Delvag Group ever since. Birger: The whole thing turned out a little differently for me. I originally learned something else. I was a forwarding agent and worked for a haulage company for many years. I then wanted to reorient myself a little, but without losing the common thread, and completed a logistics degree. At the same time, I “slipped into” the subject of claims professionally and worked in the claims department of my employer at the time, eventually becoming head of the department. The subject matter really appealed to me and I decided to study business law to deepen my knowledge, which I completed with a Master's degree. Delvag then advertised a very interesting position for which I was a great fit with my dual qualification. I've been here since 2023.

You said that claims are very individual. Do you remember any claims that were particularly challenging or interesting for you?

Anna: There are so many that you don't even know where to start (ponders). There's nothing that can't be sent and that automatically brings with it many memorable cases. Birger: What is often memorable are the cases involving animals. For example, it often happens that lobsters are transported. Recently, there was a veritable wave of claims in this context, with many claims being made. During processing, it turned out that the duration of transportation, incorrect types of packaging and incorrect handling of the lobsters were problematic. As a result, some animals did not survive transportation. The handling of the cases subsequently called the entire transportation process into question. Such cases require a great deal of sensitivity. Anna: Yes, these live transports are really challenging. It's always different to dealing with material objects. Nevertheless, there are also many exciting cases. For example, custom-made cars for wealthy customers that are transported all over the world. Then there are cranes, designer fashion or new smartphones. It never gets boring. Due to these different case constellations, you always come to the point where you have to shed new light on different aspects.

Speaking of cooperation: how important is the close and personal contact within your team and with other departments of the Delvag Group in order to successfully manage your work?

Anna: Personal exchange is very important. We coordinate very closely within our team. We work with other areas as required. For example, with underwriting, the invoicing department or with the Albatros insurance broker who looks after the fleet policy. Birger: We are relatively self-sufficient. We have occasional dealings with the other stakeholders that Anna mentioned. There are other areas within the Lufthansa Group that we work with. It depends on the situation, but close and personal contact is very important here.

How do you see the development in your area? Will the work in Claims Management change in the future?

Anna: The type of damage in particular often evolves based on current global developments. During the coronavirus pandemic, for example, vaccine shipments were in extremely high demand. The season can also set trends. Now in spring, for example, a lot of fruit is being transported. In winter, the trends are different again. Overall, it has to be said that the introduction of electronic files and the use of artificial intelligence has changed and will continue to change a lot of work. Many standard processes are becoming more automated. That saves time. You can take a closer look at the quality of the cases. I think this will intensify in the future.

To conclude: What should people definitely know about your field?

Birger: Many people have the preconception that in claims management at an insurance company, you sit in a big call center all day just waiting to put the big “rejected” stamp on the documents (laughs). That's definitely not the case. We don't pursue a rejection tactic or a strategy of rejecting everything first. Every claim is always considered on a case-by-case basis and, as an insurer, we work in a customer-oriented manner. We always try to get the best possible outcome for all parties involved, but the underlying laws and agreements are of course decisive for our settlement decisions, especially in the case of liability claims.

Thank you very much for the interview!

About Anna König
Anna König successfully studied law in Giessen and, after joining the Delvag Group, acquired an additional qualification as a specialist in insurance and finance. She has been working in various areas of the Delvag Group since 2010. Anna started at Delvag in the legal/claims department and then worked for the Albatros company broker. From there she joined Star Risk Services (Dallas, US). After returning to Germany, she worked as a board advisor at Delvag. Since the beginning of 2021, she has been working in claims management as a Senior Claims Handler.

About Birger Henn
Birger Henn gained many years of experience in the transport and logistics industry, where he specialized in claims management with a focus on freight forwarding insurance and transport liability claims in road freight transport. In addition to a degree in logistics, he also holds a master's degree in business law. He has been working in the claims team at Delvag since 2023, where he is responsible for handling air carrier liability claims.

From Nicholas Gorny
Corporate Communications Delvag
kommunikation@delvag.de