Q & A with Olivia Blair - Construction and Energy Claims Adjuster
06/30/2021
Olivia Blair talks here about how she started to work at Zurich as an apprentice and everything she has learnt so far. Also, she revels something about her that people would be surprised to know.
1. How did you get into the insurance sector?
I decided that going to university wasn't something that I wanted to do. I wanted to learn with a more hands-on approach and get experience whilst gaining professional qualifications, so I decided to look into apprenticeships as they sounded like a great way to start as well as sustain a career in an industry without having the prior experience.
I specifically chose Insurance Claims due to my customer service background and because I loved the idea that every day was going to be different. Also, I really liked the problem-solving concept while having customers at the forefront of everything.
2. What have been your career highlights?
In the middle of last year, during lockdown, I was a panelist alongside our Chief Data Officer for a Win Lunch and Learn. We both discussed our careers to date and how we dealt with lockdown. It was really good, I received a lot of questions from people in the business about what an apprenticeship looks like and what kind of work it entails.
My career highlight in terms of my actual role is I'm currently dealing with the claims for Hinkley Point, a nuclear power station in the UK. It's being great to get this kind of exposure and responsibility.
3. What does a typical day look like for you?
Every day is very different from the day before. There are so many different claims, complexities and policy coverages in the construction industry, so there are a lot of things to do. Being part of the London market involves dealing with insurers and brokers, and lots of different people in the sector. I'm also involved in multiple internal projects including creating training to be issued globally for Zurich employees for claims.
As I'm finishing my apprenticeship, I am writing a 25-page knowledge statement on the insurance industry and all the skills and knowledge I’ve acquired.
4. What is the main focus of your role?
The main focus is to settle claims in accordance to policy terms and conditions. You need to ensure that claims are handled proactively and efficiently and that you're always considering the customers view and making sure they get everything they need.
Also, I communicate daily with brokers via email or on the phone and talk with lawyers and adjusters, because the majority of construction claims can be quite complex.
5. What is the top lesson you’ve learnt?
Insurance is an industry that's always changing, you need to be agile in the way you work and what you're looking at. I think that anyone that I've spoken to in insurance would say that they still see things on a daily basis that they've never seen before. It's OK to ask questions and not to always think that you need to know all the answers to everything as you’re still learning.
6. How do you keep ahead of industry developments?
I often spend some time on LinkedIn having a look at articles from loads of different people. I also regularly attend webinars and CPD events. I think it's important to go to see what other sectors and different lines of business are doing as they might talk about something that you could put into practice.
7. What is the best piece of advice you have been given?
‘Don't run before you can walk’. I think sometimes when you're new to a career, you want to impress and want people to think that you know everything and that you’re the best person for the job. I think it's important not to skip learning and getting technical knowledge just because you are trying to look good.
8. What would you do if you weren’t working in the insurance industry?
I did maths and economics for A levels, so I think I probably still would have done something similar. I looked at accounting as I wanted more of a customer facing role and one that you speak to people and come up with different solutions. I do also have a qualification in bartending. I did a to a two-month course at the European Bartender School. I think if I wouldn't have got this job and I would have been looking to work in a bar or doing other part time jobs for the time being.
9. What one thing would people be surprised to know about you?
I speak Swedish to a conversational level. I can speak and understand relatively well. My mum is Swedish, so I learnt when I was young. I used to go to Sweden a couple of times a year to see my family. Also, I took the qualification in bartending at the European Bartender School that is based in Sweden.
10. What do you love about working at Zurich?
I really like that Sustainability is right at the heart of the company. Also, I use the flexible working scheme that the company offers on a regular basis as I am a carer for my dad who has dementia. I've been really strongly supported by all my managers and colleagues and everyone in the business to take the time to complete the tasks that I am working on.
