When we think of insurance, we often imagine typical claims – a broken-down car, a stolen bicycle or a destroyed building. However, corporate insurance companies have a bigger role – at VTG too.
Large portfolio – well equipped
In addition to covering major risks, they ensure a transparent risk profile and thus contribute to efficient and effective risk management. The “Insurance & Claims” team, consisting of Anja Sophia Loose (Head of Insurance & Claims) and senior insurance and claims experts Joachim Schwarz and Olaf Schröder, is responsible for a total of 15 lines of insurance.
For day-to-day business, commercial general liability, transportation liability, comprehensive, credit and property insurance are particularly important. Other important types of insurance include directors and officers liability insurance (D&O) and, in times of increasing digital threats, cyber insurance. Criminal defense insurance, fidelity insurance, electronics insurance, accident insurance, motor insurance, machinery breakdown insurance, machinery hull insurance and travel insurance complete the portfolio.
But what exactly are the team’s main tasks? “To put it simply, when something goes wrong, we should have ensured that the risk is covered and that the damage can be financially mitigated,” explains Joachim.
“We always work closely with our colleagues in the other departments.”
Anja Loose, Head of Insurance & Claims
That is why every new activity and every new business within VTG more or less passes across the team’s desks first, as Anja adds: “Because VTG has such a diverse and constantly changing portfolio of activities, new risks have to be assessed and inventory risks regularly analyzed.” These include, for example, changing geopolitical conditions, new activities or products, as well as acquisitions and the resulting integration of new business.
Protection – for emergencies
And in the event of an actual claim? That’s when things get serious! Because then it’s a matter of defending against claims that are made against us and enforcing claims that we are entitled to. “One example of this is derailments in which we are involved as the wagon owner,” explains Joachim. ”It often happens that we have not caused the damage and therefore have to claim against the actual party responsible – sometimes in elaborate proceedings – and defend against unjustified claims against us.”
In cases like these, the team has to carefully examine whether and to what extent claims could be justified – if only to avoid negative prejudicial judgments, i.e. those that could be disadvantageous for later proceedings. To this end, the team works closely with long-standing insurance partners, lawyers and experts to negotiate and conclude cases for VTG in the best possible way.
1 year
or more
That’s how long it takes on average to settle a normal carrier’s liability claim.
Good claims processing is successful teamwork
Until April of last year, claims processing was still organized decentrally in the respective business units, before the team in its current composition was created in April 2024 as Insurance & Claims.
What makes for good case work, according to the team?
Good case processing requires speed: deadlines must be met, experts appointed and information collected in order to accurately process and clarify the facts of the case. However, this sprint can quickly turn into a marathon in which endurance and efficiency are crucial.
Our claims experts can confirm from experience that listening, being curious and following up until the facts of the case have been fully clarified are basic requirements for successfully processing claims.
“Damage does not occur because of the logistics or the leasing, but happens during the execution of our business as VTG,” says Joachim, adding: ‘The derailed VTG wagon with damaged VTG freight is an example of this.’ Therefore, as with other issues, it makes sense to process the damage from a single department with a ‘view of the big picture’.
5
to 10 years
is the usual processing time for major claims in the field of public liability, the so-called “major claims”.
“This not only creates synergies in processing, but can also help to prevent future damage,” explains Olaf. And it is also in the interest of our customers, as Anja adds: ”If, for example, leaks are not caused by technical defects in our wagons, but by incorrect handling of the tank cap devices at the customer’s loading terminal, appropriate instructions to the terminal personnel can prevent such errors in the future.”
The team’s work is therefore anything but an individual achievement. “We always work closely with colleagues from other departments, be it Sales, Safety or Technical Support,” says Anja, adding: “In this sense, we are a bridge – between technical details and legal requirements.” At the core of the job is the constant need to understand facts and processes, to analyze them and to draw the right conclusions for VTG. And it is precisely this diverse mix of technical, legal, commercial, economic and insurance aspects that makes the job so interesting – the team agrees on this.
Who is …
… Anja?
The licensed attorney and in-house lawyer can look back on 30 years of expertise in transportation and insurance law. She has been part of VTG since 2014 – initially as “Head of Insurance” and since 2024 as “Head of Insurance & Claims”. She is responsible for the central regulation and control of the insurance matters of the VTG Group and now also for managing claim management activities.
… Joachim?
As a Senior Expert in Insurance & Claims, Joachim handles the processing of (major) claims of all kinds, with a focus on leasing and, on a representative basis, logistics and traction. In addition, the lawyer, who has around 22 years of expertise in the field of corporate insurance and claims processing, also provides support in insurance matters. His motto when processing claims: “Claims that are properly managed from the outset are easier to handle and process.”
… Olaf?
Olaf can also look back on more than two decades of legal expertise. He has been with VTG since 2023 and has been part of Anja’s team since April last year. His aim in claims processing: “Learn from your mistakes!” In line with this, the licensed in-house lawyer handles (major) claims of all kinds for the logistics and traction divisions and, on a representative basis, for the rental division. In addition, he is responsible for providing legal advice on liability in the event of damage and provides support on insurance law issues.
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