Where Do I Want My Career to Go?

The insurance industry has excellent opportunities, not only in claims, but in risk management, sales, or underwriting. A search of the Internet reveals that there is no shortage of positions, with excellent compensation for those with the required levels of expertise.

Pablo Picasso commented, “Our goals can only be reached through a vehicle of a plan, in which we must fervently believe, and upon which we must vigorously act.” Therefore, just as important a question as, “Where do I want to go?” is, “What do I need to get there?”

Some sagely advise that it takes experience to succeed. That is true. Experience is important. Another truth is that an individual can have 20 years of experience, or one year of experience 20 times. Learning is a necessary part of experience. Those who succeed in the claim industry are those who recognize the need for, and pursue, continued professional development.

Although some adjusters will find that basic training is their only company-structured program, not all companies share this mind set. Many companies take active roles in professional development with advanced in-house training programs and actively supported (even required) continued professional development programs.

From 2000 through 2003, the percentage of exams administered by the American Institute of Property Casualty Underwriters and the Insurance Institute of America has shown an increase of approximately 4.7 percent per year, according to David P. Thomas, director of sales for AICPCU/IIA. In reviewing the company affiliations of those who recently completed the AIC and CPCU programs, several companies stand out with large numbers of employees enrolled. These companies obviously understand the importance of investing in their professional staff.

In the past, the claim industry has been somewhat like major league baseball. Adjusters began their careers in the minor leagues, working on routine claims. As their abilities increased, they were elevated to major-league play, working on complex or catastrophic losses. Organizations, like major-league teams, faced the choice of investing in young, inexperienced players and developing them, or buying needed expertise from other organizations.

Today, although experience remains an essential component of an individual's professional development, the industry programs available allow adjusters and organizations to reduce the time spent in the minors, by providing valuable knowledge that might take years of experience to acquire at work, if at all. These programs are offered through online classes, in-person classes, or self-study correspondence courses. A brief list of alternatives would include:

• Introductory insurance courses (including the INS series of courses from IIA),
• Claim training (e.g. the Associate-in-Claims program, also through IIA),
• Risk management training (the Associate-in Risk Management program through IIA),
• Case law studies (such as the American Education Institute's Senior Claim Law Associate program),
• Specialized training programs (e.g., maritime, public entities, or reinsurance),
• Management programs (such as the Associate-in-Management), and
• The Chartered Property and Casualty Underwriter program from the AICPCU, considered the pinnacle in property and casualty professional development.

Opening Doors

There is no shortage of professional development programs for the claim professional. Personnel can and should take advantage of the varied sources of experience and knowledge available to them through these industry-respected programs. Use of such programs can drastically reduce the traditional learning curve and build expertise. So, if there is no shortage of continuing education opportunities, why are so many positions available for those with the qualifications?

Lack of active support for professional development may be part of the corporate culture. When a company's management has not completed professional development programs, there probably will be less encouragement of subordinates to do so. Furthermore, in times of tight markets, companies seek ways to tighten the belt. Doing so by canceling support of professional development, however, may not, in fact, result in a financial savings, but rather in a loss.

In service industries such as claims, the expertise of an organization's professional staff can create a strong competitive advantage. Investments in professional expertise result not only in an increase in productivity, but also in the ability to provide additional value to customers. Whatever the reason, companies finding themselves faced with shortages of claim professionals with competitive expertise might re-examine their level of support for professional development.

In some companies, the failure of professional development programs to reach the claim personnel audience or a lack of understanding of the benefits to be gained from completion of such programs can impede the professional growth of claim staff. The ability to disseminate this message is somewhat limited. Few periodicals are available for claim personnel, and many adjusters are financially unable to attend most industry gatherings. Claim staff must be aware of their company's belief in, and support of, professional development. The procedures within the company for becoming involved in professional development programs should be posted for employees to locate easily.

Finally, and most important, is each individual's responsibility to map his own future. Procrastination is alive and well in the claim industry. As a corporate trainer, I have heard a litany of responses as to why training must be put off. The most common reasons given are, “I don't have time,” and “I plan to start next year.” For many, the first reason probably is true, but still not acceptable. The second is, unfortunately, not true for most people. As Maxwell Maltz (creator of Psycho-Cybernetics) said, “We find no real satisfaction or happiness in life without obstacles to conquer and goals to achieve.”

Not Enough Time?

Enough time is something that none of us believe we have. There are too many files, too many calls, and too many meetings, not to mention the daily demands on us away from work. Some individuals believe that, because taking professional development courses benefits their employer, the employer should not only bear the expense, but should allow work time to study and for testing.

Conversely, some employers believe that, as employees are the ones who receive the knowledge and credentials, employees should be responsible for the time and expense involved in professional development.

In reality, both arguments have merit, and both are in error. Employees and employers share in the benefits of the employee's increased professionalism and also should share in the expenses of its acquisition. Employees need to recognize that much of the individual study and preparation for professional development programs must be done away from work. Employers, where possible, should allow employee study groups at work (perhaps overlapping lunch with an hour of company time one day a week), as well as the time necessary for the taking of exams.

Employers should pay or reimburse the expense of professional development programs. In some cases, employees, willing to invest the time required for professional development, cannot afford the costs to front the tuition. Employers should be able to recoup this financial investment from the increased productivity of the employee. Many companies who financially support the cost of professional development programs go even further with bonuses paid to employees who complete approved programs.

As to the time involved, this will vary with the course and the individual student. For most individuals, the courses require anywhere from a few to several hours of dedicated study per week, depending on the subject involved. In the end, both the employee and the employer must recognize the need for, and be willing to invest in, the professional development of the employee.

I'll Do It Next Year

“I can't this year because … ” all too often is replaced next year with another equally important reason. For many who give this response, next year never comes. Many of us have watched as promising individuals continue in their same job assignments year after year, while others, those who had accepted responsibility for their success and chosen to invest in themselves, moved up to higher levels. In more than one of these cases, the individuals had the required experience, but did not receive promotions because they lacked the professional training, either required for the position or that other applicants had.

“Goals are dreams with deadlines,” said author Diana Scharf Hunt. The differences among the above individuals is that, while some were dreaming about tomorrow, others were taking steps to turn those dreams into reality.

How long will all of this take? With recent changes, the Associate-in-Claims or Associate-in-Risk Management designations may be earned in one year (or less), and the Chartered Property and Casualty Underwriter in two years (or less). The SCLA courses from American Education Institute are structured to be taken at 30 day intervals.

What can realistically be gained from all of this effort? That will depend entirely on the individual. The claim industry needs highly qualified claim experts or managers. Opportunities also are available in risk management, sales, or underwriting. It is worth noting, however, that many organizations now require applicants for these higher positions to have completed the professional designations above, in addition to meeting experience requirements.

According to author Anthony Robbins, “Setting goals is the first step in turning the invisible into the visible.” The key, therefore, is for each person to decide where he wants to go. All of the above outcomes are possible, but only if he chooses a destination and actually makes the journey. It is not hard to find the right path to the goal, although he may need perseverance to complete the journey.

With where and how determined, all that remains is decide is when? When is always now. “Today,” it is said, “is the tomorrow you promised yourself yesterday.”

Robert D. Stevens Sr., CPCU, CLU, ChFC, AIC, ARM, is a training specialist at Crawford University (the corporate university of Crawford & Co.) in Atlanta, Georgia, and a member of the national advisory committee for the Associate in Claims Program of the Insurance Institute of America.