I've had the privilege of speaking at a number of industryevents this year and one of the topics that frequently comes up ishow much this industry is changing. Technology has transformed theway adjusters, claims managers, risk managers, subrogationspecialists and SIU investigators do their jobs. They have moretools available to track customers' buying habits and investigatetheir losses. Social media has become an important source ofinformation for claims managers and attorneys. Policyholders cannow self-adjust some losses using their mobile devices — allowingthem to schedule services almost immediately when a claim isfiled.

The industry is about to undergo another major change as 25percent of the claims workforce retires in the next three yearsaccording to a study by McKinsey and Co. Consider the years ofexperience that will be walking out the door — individuals who canlook at a claim and know immediately it will involve complex issuesthat must be addressed early on to prevent costs from getting outof control on the back end.

They know which vendors are best suited to handle specific typesof claims. They are CAT adjusters who have handled claims fromAgnes, Hugo, Andrew, Gloria, Irene, Katrina, Sandy and countlessother storms, as well as tornadoes and wildfires. These seasonedpros know how a car is put together, what damage from a rear-endcollision really looks like, how much water can pour into abasement from a toilet overflow, and whether or not a fire startedwith a knocked over candle or was deliberately set. They recognizethe red flags in Workers' Compensation cases and how to mitigatethem for the benefit of employers and employees.