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It is estimated that in the next several years, 25 percent of the “old-guard” claims professionals will retire and eventually be replaced by millennials – those who were born between 1980 and 1999.

There is some angst among claims executives about the takeover of a new generation. One of the biggest worries is how a generation raised on cell phones, text messaging and emoticons will ever be able to become effective writers, despite the existence of numerous template letters and forms. They are on the doorstep: vocationally oriented millennials whose education may not have embraced the liberal arts smorgasbord of reading, writing, literature and other aspects of what was once considered a well-rounded education.

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