Nicole, can you give us a brief overview of your role in Team Property at Albatros?

In my role, I am primarily responsible for billing. I am also responsible for determining insurance sums for the entire Group. Furthermore i handle event cancellation insurance and exhibition insurance. For example, we take care of insurance cover for the annual shareholders' meeting of Deutsche Lufthansa AG. Due to the pandemic and the resulting first digital Annual General Meeting, new solutions had to be created and insurers also had to rethink their approach. This is challenging, but also great fun. In addition, I also look after customers outside the Group and ensure that we can offer solution-oriented contracts together with the insurers. 

How did you find your way to Albatros?

That was actually a coincidence. I started my training at Lufthansa 20 years ago as an office communications clerk. At the time, we were the last class to be trained in Cologne. I then got an offer from Delvag, where I started in the legal department and ended up at Albatros via claims processing. In order to be better prepared professionally for the subject of insurance, I also completed further training as a specialist in insurance and finance. In 2012, the property insurance division was founded at Albatros, where I still work today.

You have already worked in several positions within the Group. What is the cooperation like within the Delvag Group, but also within the Lufthansa Group as a whole?

The cooperation is very personal and uncomplicated. We are closely interlinked and are in daily contact with the various insurance coordinators throughout the Group. Thanks to our long-standing relationships with each other, decision-making paths are very short. As Delvag is involved in our international insurance program as a captive, there is of course also an intensive connection and close cooperation. Our cooperation is therefore efficient and uncomplicated.

Your role is very specialized. Could you give us examples of cases that are particularly memorable for you?

There are a few claims that have stuck in my mind. From an individual point of view, claims are always exciting, as you always have to develop new solutions due to the different cases. Fire safety inspections are particularly interesting for me. In this context, I was also able to sit in a flight simulator - that was great! Unfortunately, the tragic cases are also particularly memorable. I will never forget the Germanwings tragedy in March 2015.

Thank you for your insights. Let's move on to your area of expertise: have you noticed any trends or developments in recent years that have changed your work?

Yes, the pandemic and the associated switch to hybrid working have had a major impact on our work. We have become noticeably more digital. This makes our collaboration much faster and more efficient. But of course it also challenges us, because faster processes sometimes mean more work (laughs). Ultimately, the flexibility helps us a lot in our day-to-day work.

You've already told us how you came to Albatros. What makes the company special for you and how do you think Albatros differs from other insurers?

Definitely the family-like cooperation that results from being embedded in the Group. That is unique. We can understand the challenges of our customers exactly, which is not a matter of course for brokers. This special customer proximity sets us apart.

To conclude: What else would you like to pass on to us?

Open and honest communication with and among each other is essential. That's why we work the way we do. It has to stay that way.

Thank you very much for the interview, Nicole

About Nicole Kielau
Nicole Kielau has been working for the Delvag Group for 17 years. After her training as an office communications clerk and subsequent in-service training as a specialist in insurance and finance, she worked in various claims areas within the Delvag Group. In 2012, she moved to the newly founded property insurance division of Albatros. Here, she is gaining experience in a wide variety of areas and works with her team members every day to create the best possible solutions for our customers.

Interview: Nicholas Gorny, Corporate Communications Delvag Gruppe