At this year's Claims-sponsored 12th Annual ACE conference, I overheard some discussions about dumbbells while making my way around some of the breakout sessions. But attendees weren't referring to the rubber-ended curling kind found in Gold's Gym or Life Time Fitness. A group of 200 or so claim professionals were discussing them metaphorically to describe the insurance claim world. On one end, there is a large group of extremely experienced individuals. This is juxtaposed on the other end by a mass of young professionals just entering the workforce. The problem with the claim "dumbbell," or so it was explained, is the thin, unbending bar connecting the two ends.

During a session addressing the importance of human capital, presenter Joan Schmit, the chair of risk management and insurance at the University of Wisconsin's School of Business, proposed that bridging this narrow gap is where corporate muscle-building begins. But how do you effectively connect the two? Furthermore, is it truly possible to support one group without alienating the other? After all, a claim executive can't consistently give all of the incentives to newbies without throwing the experienced veterans a bone every now and then. Sure, it's nice — even essential — to consider the future of an organization. But let's be real. The more experienced staff members keep the claim treadmills oiled and operating smoothly during the daily grind. Therefore, keeping them satisfied should be an unending priority.

Luckily, Schmit and her co-presenter Lourdes Francisco, who serves as vice president for Munich Re's claim department, had a few suggestions. First and foremost, they urged us to dispense with this notion that insurance and claims are boring. While the term "insurance" may conjure up convoluted legalese and sleepy dreams for the average citizen, we all know the truth about our industry: It's damn interesting. Every major event that occurs in this country or the world for that matter somehow relates to insurance. To those who doubt the hype, Schmit pointed to her packed risk management courses at the University of Wisconsin's School of Business as proof that not only are young students interested in insurance, but they're also getting degreed in the field. So, let's dispose of the idea that our industry is simply too dry to attract fresh talent.