Much to our collective dismay, the claims profession continues to be an untold story in many respects. As new adjusters will readily tell you, the public perception of P&C insurance and how the industry prepares its troops is not always congruent with their day-to-day triumphs. Adapting and adopting training approaches to fit job constraints is a familiar, often perplexing struggle for organizations across the board, not to mention the individuals who help keep them humming along.

Also shaking up today's workforce and training mechanisms is what many have dubbed "The Millennial Invasion," referring to the entrance of those born in 1980 or later. Although the energy of this new wave of professionals has been disorienting for some, it has been catalyzing and refreshing for many more.

Claims' Christina Bramlet learned more about the phenomenon from Ricky Lopez, a bona fide Millennial himself and fresh face at Crawford & Company's headquarters in Atlanta, Ga. Lopez shared his own reality and how insurers' progressive learning strategies make sense for claims professionals across the generational divide.