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Addressing the Claims Talent Gap Through Digital Transformation

In the News

PropertyCasualty360 – By Steven Tesler

Addressing the Claims Talent Gap Through Digital Transformation

The talent gap across insurance claims professionals should be no surprise for those who closely follow the industry. Experienced claims professionals are retiring at higher rates and at the same time, it’s been difficult to attract new entrants to fill vacancies. According to a recent AON/Jacobson Labor Market Study, “72% of insurance companies plan to increase staff during the next 12 months” and “technology, claims and analytics roles are expected to grow the greatest” while these are the most difficult roles to fill.

With these challenges, insurers are struggling to build and maintain their claims organizations to meet the growing demands and expectations of both internal and external customers. Combine this with the demands of a growing remote, hybrid workforce due to the global pandemic and the strategic imperative to find a solution has never been greater.

Many of the largest property and casualty insurers, like State Farm and Allstate, have closed their offices across the U.S., where many claims professionals used to collaborate side-by-side while managing claims. Why is this a growing concern? These decisions have contributed to the difficulty in retaining a qualified and capable claims workforce who now work remotely, across a multitude of claim types and jurisdictions that require a high level of claims expertise.

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