As insurers look to transform their operations by reimagining the claims process and customer experience, incorporating Internet of Things (IoT) data into claims, enabling conversational AI, using AR-based training and gamification techniques are helping create a new way of working. (Credit: metamorworks/Shutterstock.com) As insurers look to transform their operations by reimagining the claims process and customer experience, incorporating Internet of Things (IoT) data into claims, enabling conversational AI, using AR-based training and gamification techniques are helping create a new way of working. (Credit: metamorworks/Shutterstock.com)

The talent gap across insurance claims professionals should be no surprise for those who closely follow the industry. Experienced claims professionals are retiring at higher rates and at the same time, it’s been difficult to attract new entrants to fill vacancies. According to a recent AON/Jacobson Labor Market Study, “72% of insurance companies plan to increase staff during the next 12 months” and “technology, claims and analytics roles are expected to grow the greatest” while these are the most difficult roles to fill.

With these challenges, insurers are struggling to build and maintain their claims organizations to meet the growing demands and expectations of both internal and external customers. Combine this with the demands of a growing remote, hybrid workforce due to the global pandemic and the strategic imperative to find a solution has never been greater.

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