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Claims handler – Leisure boat

John Djurstedt

What is your background?

I have an automotive engineering background, as cars/boats/motorcycles were my main interest in my youth.

At the age of 18 years I started my employment as an automotive mechanic at Volvo Cars in Sweden, where I stayed for 26 years in 3 different areas.

I started working on the shop floor and worked the following first ten years in vehicle repair/service. The following ten years I worked as a sheet metal repairer of which I worked for five years as a sheet metal repair master.

For the remaining six years or so, I was placed in charge of our damage service and workshop service, which meant direct customer contacts and working with insurance companies in case of damage and planning service and repair of sheet metal damage.


Why did you apply for a position at Alandia?

I found my way to Alandia through a good friend. He had always spoken highly of Alandia and mentioned the exciting job of a claims adjuster for the leisure boats market. At some stage I therefore asked him to get in touch should a suitable position ever come up. It felt natural as boats are one of my great interest: I sail my own sailing boat every summer and in my spare time as well as during weekends. And one evening I received a call by my friend that I’ll never forget – the choice was easy – I applied for the job of a claims adjuster and I have never regretted my decision.


What do you do at your job?

My duty is to help Alandia’s customers move forward in what may not be a very pleasant situation for them – an damage claim case.

My role involves a lot of customer contact and close contact with repairers in order to get a damaged boat back on the waters.

In addition to the above, investigations, inspections and invoicing are all done at my department.


How are you required to perform, and what skills do you need to possess in order to be successful in your role?

Working with damages and clients who have suffered damages can sometimes involve long conversations, which may involve concerns about how to move forward with the case and concerns about their damaged boat. It is important to know where to turn, geographically and emotionally – the customer must be able to trust that the chosen repairer is right for him and his boat.

Having a good and objective dialogue with the client is an important part of my work and something I strive for in every case.

An advantage in my work is to have some kind of technical knowledge, as it is usually mechanical breakdowns / repairs that need to be performed.

To be successful as a claims adjuster there are many pieces of the puzzle that need to fall into place, every claim/event is somehow unique and needs to be treated accordingly – we want to find the right solution for each client!


What do you find particularly fun and challenging about your job?

The fun part of my job is the customer contact and getting to help my customers find solutions, so that the incident they have experienced doesn’t take up too much of their time and energy.

When we’re out in the field inspecting a damage, we also get to meet the boat owners, which is extra fun because you develop a different kind of dialogue and feeling when you get to meet on site.

Time is the biggest challenge – we need to prioritise fieldwork even when there’s not enough time.


What is the best thing about Alandia?

The best thing about Alandia, for me, is that it is a safe employer that trusts its employees, and gives us freedom along with responsibilities. When you get that feeling, you know you are able to do a good job for your customers!

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