While there is a substantial issue regarding open positions being filled, the more significant issue is the number of talented experienced individuals excluded from the profession. New talent is needed, but what is also needed is strong mentoring of new talent by experienced professionals.
Adjusting is an experience trade. It is not learned by rote; it is not just understanding the legal process nor passing tests for an adjuster license. It is knowing case value; it is understanding ethical issues; it knowing people and it is problem solving.
These are talents to be demonstrated and taught by elders in the profession.
One other issue, I’ve worked liability management, and especially in claims, for 40 plus years. As I review cases or consult of bad faith allegations, the quality of adjuster work has depreciated, Reserving, actual case handling and even simply reading the content of a file is often amiss.
Remedy of these issues are best addressed by experienced individuals, not simply adding new talent. It is not just people, it is the qualities of the experienced people that can promote acquiring quality individuals.
I totally agree.
I am one of those older claims professionals. Many of us are moving to the agency side since the carriers are not training employees in the aspects you mention. The agency is taking on the claims communication issues dropped by the carriers. I spend my days explaining how parts of a policy work together or negotiating between the adjuster and provider to get things done.
This goes from small things like not being able to understand why the $100 UM deductible applies to big issues like not understanding income loss and continuing expenses.
I would never have imagined mailing out a $100k check to an insured without calling to explain the payment. Weekly I am contacted by our clients wondering “what is this check for?!”…
Let’s face it, most people don’t think of insurance as a sexy career. It is one that most of us fall into rather than seek out. Insurance companies don’t provide the extensive training programs they once offered. Most seem to rely on The Institutes/CPCU, CIC, etc to provide the training. It’s been a great career for me, so I try to talk it up to friends with kids graduating from high school or college. All of us experienced folk should serve as unofficial recruiters and mentors to help bridge the gap.
I agree with the panel. When I became a claims adjuster decades ago as peers we challenged each other in terms of product knowledge and “coverage was King”. Technical understanding of the policy forms and endorsements was central to our credibility as claims professionals. In today’s adjuster, I do not see the same level of interest and with the normally high rate of attrition we see in claims, they tend see the claims position as an interim step to something else. Currently, most of the Territory Marketing Mangers we hire come from some type of claims background.
Entry-level claim jobs are like working in fast food or retail. I’ve been in claims for almost 30 years. When I started with Progressive you got sent to Cleveland, OH for 6 weeks of training. There was a lot of mentoring in my office too. I doubt many receive that kind of training today – and it shows. Perhaps you can say this about many careers.
I agree with everyone here. When I started in the industry, it was 2002(ish). At the time, we had an extensive training period. I was working for GMAC Insurance and the training was 90 days in a classroom before you even got a desk. Without that training, I would have failed. Today, the Carrier I work for has nothing of the sort in terms of training. New people will job shadow with someone for a couple days, then they are expected to know the glossary of insurance terms and how to handle every situation.
On another note – When I started, I had to start at the bottom. I was in Customer Service making almost nothing. It took me several years to work my way into Sales. Today, when I see most Carriers hiring for a position, the position you are hired for is it. There is no advancement opportunity, so you had better really like doing what you’re doing. I think that has been the drain on the Carrier side when it comes to getting new blood in the door. People want opportunity. Personally, I love insurance and it has been great for myself and my family. Once it’s in your blood, it’s hard to leave the industry, that’s for sure.
While there is a substantial issue regarding open positions being filled, the more significant issue is the number of talented experienced individuals excluded from the profession. New talent is needed, but what is also needed is strong mentoring of new talent by experienced professionals.
Adjusting is an experience trade. It is not learned by rote; it is not just understanding the legal process nor passing tests for an adjuster license. It is knowing case value; it is understanding ethical issues; it knowing people and it is problem solving.
These are talents to be demonstrated and taught by elders in the profession.
One other issue, I’ve worked liability management, and especially in claims, for 40 plus years. As I review cases or consult of bad faith allegations, the quality of adjuster work has depreciated, Reserving, actual case handling and even simply reading the content of a file is often amiss.
Remedy of these issues are best addressed by experienced individuals, not simply adding new talent. It is not just people, it is the qualities of the experienced people that can promote acquiring quality individuals.
I totally agree.
I am one of those older claims professionals. Many of us are moving to the agency side since the carriers are not training employees in the aspects you mention. The agency is taking on the claims communication issues dropped by the carriers. I spend my days explaining how parts of a policy work together or negotiating between the adjuster and provider to get things done.
This goes from small things like not being able to understand why the $100 UM deductible applies to big issues like not understanding income loss and continuing expenses.
I would never have imagined mailing out a $100k check to an insured without calling to explain the payment. Weekly I am contacted by our clients wondering “what is this check for?!”…
Let’s face it, most people don’t think of insurance as a sexy career. It is one that most of us fall into rather than seek out. Insurance companies don’t provide the extensive training programs they once offered. Most seem to rely on The Institutes/CPCU, CIC, etc to provide the training. It’s been a great career for me, so I try to talk it up to friends with kids graduating from high school or college. All of us experienced folk should serve as unofficial recruiters and mentors to help bridge the gap.
I agree with the panel. When I became a claims adjuster decades ago as peers we challenged each other in terms of product knowledge and “coverage was King”. Technical understanding of the policy forms and endorsements was central to our credibility as claims professionals. In today’s adjuster, I do not see the same level of interest and with the normally high rate of attrition we see in claims, they tend see the claims position as an interim step to something else. Currently, most of the Territory Marketing Mangers we hire come from some type of claims background.
Entry-level claim jobs are like working in fast food or retail. I’ve been in claims for almost 30 years. When I started with Progressive you got sent to Cleveland, OH for 6 weeks of training. There was a lot of mentoring in my office too. I doubt many receive that kind of training today – and it shows. Perhaps you can say this about many careers.
Tom this is quite true. used to always say I learned from the other people in the class almost every training now it’s almost all virtual training
I agree with everyone here. When I started in the industry, it was 2002(ish). At the time, we had an extensive training period. I was working for GMAC Insurance and the training was 90 days in a classroom before you even got a desk. Without that training, I would have failed. Today, the Carrier I work for has nothing of the sort in terms of training. New people will job shadow with someone for a couple days, then they are expected to know the glossary of insurance terms and how to handle every situation.
On another note – When I started, I had to start at the bottom. I was in Customer Service making almost nothing. It took me several years to work my way into Sales. Today, when I see most Carriers hiring for a position, the position you are hired for is it. There is no advancement opportunity, so you had better really like doing what you’re doing. I think that has been the drain on the Carrier side when it comes to getting new blood in the door. People want opportunity. Personally, I love insurance and it has been great for myself and my family. Once it’s in your blood, it’s hard to leave the industry, that’s for sure.