Navigating Talent Shortages and Making Claims Cool

Through my 35 years in the claims industry, and experience ranging from casualty adjusting to property and construction to third-party administration, I’ve seen a significant amount of knowledge and expertise come and go. For decades, as workers have aged out of our industry, they’ve been replaced by new, young and talented cohorts of professionals ready to make a name for themselves in the claims industry.

Yet, just as in any number of industries right now, we are experiencing talent shortages that require diverse, updated and improved strategies to address this challenge. Another key factor in this conversation is the rapid evolution and adoption of artificial intelligence and emerging technologies into industries, which has both increased the skill level and knowledge requirements of new workers, while also creating a generational divide between young employees and long-time members of the workforce.

Even with these challenges, I cannot shake the idea that the real problem here is that we—and by “we,” I mean those who have been in this industry for decades and seen the real-world, impactful work we accomplish for residents, companies and governments alike—must make claims cool for the next generation of workers. As leaders, this will be our legacy.

Developing Strong Company Culture

The route to making claims cool will begin at the foundational level of all companies in this industry. In developing this foundation, it’s imperative that organizations create and maintain a strong company culture, including a consistent refinement of a flexible and adaptable working environment that corresponds to generational differences, and has a distinct emphasis on training and comprehensive education.

New workers who are brought in must see the value in being a part of this culture and contributing to it. If this value is established, along with training strategies that reflect how each generation learns—this includes varying degrees of comfortability with new technology, communication and social platforms, and more—then a company can incentivize full-scale participation of a workforce in creating an environment that rewards and encourages hard work, collaboration, and most importantly, pride in one’s accomplishments.

A final point on company culture development is the necessity to inform employees of the broad range of services that an organization offers. Sedgwick, for example, has several lines of business, so ensuring that new and potential employees understand the career mobility that can be provided to them through identifying new roles and skills is a requirement of success. This is a necessary tool in driving a talent recruitment and retention strategy that facilitates the growth of young workers. Frequent and consistent communication is the key pathway for young professions to help them understand their progression.

Making Claims Cool

In all of this, from developing company culture to employee training, the biggest tool we have at our disposal in the claims industry is the actual work we accomplish for residents and businesses around the country. The sense of pride helping those in a difficult time of their life is so rewarding. There are three main aspects of the industry that should speak to young workers, and if positioned correctly by those in leadership positions, the industry can become that much more attractive to the next generation of talent.

First is technology. Young workers across industries are seeing new and emerging technologies integrated into their jobs, and many are entering the workforce having been introduced to AI in school.

These are exciting times for technology, as it revamps and transforms workflows and operations, makes us more skilled and effective workers, and most importantly, places us at a pivotal moment in time where even more change is on the way. Just like the Internet upended business and everyday life in the early 2000s, AI will do the same now. The claims industry has been a historically traditional industry, but cutting-edge technology has become a key aspect of claims adjusters’ work in the property space. This has helped move a claim from A-Z must faster than any time in our industry.

From preparedness before a storm, in which tech such as geo spatial data, advanced imaging, and more are supporting residents and business owners in finding safety, to supporting claims professionals in safely assessing damage afterward with robotics, the industry is in a thrilling moment in time right now. Part of bridging the gap to young workers is ensuring they understand that they will not be tied to their desks in claims adjuster roles. Rather, they will be using the latest and greatest technology to expedite claims, assess damage, and support people around the country.

The second aspect of making claims cool is a renewed emphasis on our on-the-ground response. Claims adjusters are essentially second responders. They are on-site after extreme weather events, such as the recent hurricanes in Florida, the tornadoes throughout the middle of America and the wildfires in California. With the already mentioned role of AI, these roles are evolving more and more every year. Claims management companies regularly deploy people in response to storms, and companies like Sedgwick see these support staff number in the thousands. The work places these professionals as the next in line to provide support after first responders in the aftermath of emergencies and extreme weather events. By providing long-term aid, temporary housing, rebuilding support through contractors, stabilizing homes and infrastructure, and more, the claims industry has a hand in each part of the preparation, recovery, and rebuilding process.

The third and most integral aspect of the work we do in the claims industry is our ability to aid in residents’ and business owners’ recoveries after some of the worst moments of their lives. It’s so important that young workers realize this; even with the innovative technology and the intensity of responding right after a significant hurricane has hit or another extreme weather event, the most critical and ‘coolest’ part of this job is being there for people and business owners to guide them back to stability in their lives and work.

This is all to say that as our industry faces a defining time for future success, it is incumbent upon us to educate, train, and develop young workers so they understand the incredible value of our profession. This value extends not only to the people and businesses we serve, but also to ourselves, in that we can take pride in creating a meaningful impact on the world through understanding that caring counts in this profession, and everyday people are looking for support as they navigate the unexpected more than ever.

Armstrong is executive vice president, Property Americas, at Sedgwick.