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Pressing Problems

"Which represents the more pressing need: recruitment or technology?”

July 19, 2018 Photo

While recruiting the next generation of talent and leveraging the latest technology are both important challenges facing the industry, which do you believe represents the more pressing need?

“While it is important that we recruit the next generation of claims staff, the more pressing need is leveraging technology. Policyholder expectations are changing due to their daily interaction with technology, and claims organizations need to leverage the latest technology to keep up with those expectations and improve claims outcomes.”

Robert T. Johnson,
Chief Claims Officer, Catalytic Claims Services. CLM Fellow since 2011.

“The most pressing need is the recruitment of the next generation. The industry should focus on what the next generation of diverse men and women values, such as career advancement/mentorship; professional training and development opportunities; and the ability to impact society and people in a positive manner.”

Felix Arambula III,
Managing Partner-Texas, Holt Mynatt Martinez P.C. CLM Member since 2013.

“We frequently hear from carriers that recruiting the next generation of claims professionals is critical, but embracing the latest technology could actually drive recruitment. Redefining roles and reimagining the claims process in the light of innovative technology will serve to attract a new generation to actively engage in the industry.”

Susan Williams,
Senior Product Manager, SkyMeasure, CoreLogic. CLM Fellow since 2016.

“They are equally important and interrelated needs. Claims organizations must leverage the latest technology in order to reinforce the speed and efficiency that the next-generation customer will expect from a claims-handling perspective. Additionally, claims organizations will require agile learners with an ability to implement robust technology.”

Ken Goldstein,
Visiting Instructor of Business Law and Insurance, Barney School of Business, University of Hartford. CLM Fellow since 2018.

2.7 Million

Number of drones expected to be in use for commercial purposes by 2020.

Source: Ernst & Young


Percent of 24 auto insurance executives who believe that data and analytics will be used “significantly” to automate minor injury claims within the next five years.

Source: LexisNexis Risk Solutions


Percent of workforce expected to be made up by millennials by 2025.
Source: Brookings Institution


Percent of insurers that have not already deployed predictive analytics that are planning pilots for 2018.

Source: Novarica


Percent estimated finance and insurance resignation
rate for 2017, up from 13.1 percent in 2016.

Source: U.S. Bureau of Labor and Statistics


About The Authors
Phil Gusman

Phil Gusman is senior managing editor for CLM Magazine and Construction Claims magazine.  phil.gusman@theclm.org

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