Versatility and self-direction have kept her thriving for 15 years
Before joining the vehicle claims services team, Minttu Kivinen worked as an office secretary at an inspection station and as a finance assistant. Her diverse customer service background supports her ability to resolve challenging situations quickly and with empathy.
Having advanced to a seasoned professional in claims advisory, Minttu’s daily tasks involve multi-channel customer service in the field of vehicle claims handling. A claims advisor is responsible for the entire compensation process, from receiving the initial report to issuing the payment. Although the work has evolved significantly over the years, its core mission remains the same: the customer is always at the center, and the goal is to resolve their questions related to motor and traffic accidents.
A trusted expert just a phone call away
Minttu’s team consists of about twenty claims handlers whose main tools are chat, email, and the claims service phone line. Each handler has two to three phone shifts per week, in addition to processing reports and messages received through online services, initiating vehicle damage inspections, documenting cases, and handling damage-related invoices.
In accident situations, the claims handler plays a crucial role as the customer’s first point of contact when exploring compensation options.
“Motor and traffic accidents are rare in a person’s life, so when they do happen, our role in customer service becomes very important. Our job is to meet the customer with empathy and reinforce their trust that the case will be handled with expertise and certainty,” Minttu explains.
Thorough investigations supported by top experts
Resolving claims issues is not always straightforward, as traffic accidents involve many factors. To gain a clear picture of the situation, a claims advisor must gather extensive information from various sources to move the process forward.
“If two cars collide, we need to determine whose negligence caused the damage and which traffic insurance covers it. If uncertainties arise, the case requires additional investigation, such as witness statements, police reports, or photos of the accident scene – sometimes even an on-site inspection. Once all necessary material is collected, we proceed by applying the relevant sections of the Traffic Insurance Act and Road Traffic Act,” Minttu describes.
To succeed in this fast-paced environment, a claims advisor must absorb a wide range of constantly updated information, making resilience and self-direction essential qualities. However, the work is supported by thorough onboarding, regular training sessions such as weekly team meetings, and modern, efficient tools. An equally important part of the equation is a knowledgeable and supportive team.
“We have an amazing group where you can openly ask for help and trust that you’ll always get it. You never have to be alone,” Minttu says with a smile.
Flexibility enables building a workday that fits your life
Recently returning to Pohjola Insurance from parental leave, Minttu praises her employer for making the transition smooth. After a long break, she has had time to update her skills and learn new practices. Whether it’s balancing work and family life or developing professional expertise, employees are given freedom and flexibility to work in ways that suit them best. Everyone is genuinely listened to and given the opportunity to do work that leverages their strengths.
“We have significant influence over what our workdays look like. Outside of the rotating phone shifts within the team, we can organize our tasks and structure our days as we see fit,” Minttu summarizes.
Minttu’s greatest sense of accomplishment comes from tackling diverse tasks with initiative and independence, and at the end of the day, being able to say the job was done well. The ultimate reward is a customer who, regardless of the compensation decision, feels that the service process was handled from start to finish by a motivated and professional claims advisor.
