The insurance industry is facing a major shift as experienced claims professionals retire, taking with them decades of institutional knowledge. Research shows that up to 50% of today’s insurance workers may retire by 2028. While this challenge is significant for all insurance companies, it’s increasingly challenging for regional insurers with fewer training resources.
“We’re losing a ton of institutional knowledge,” says James Novotny, national account compliance at BELFOR Franchise Group’s Claims Partnership program. “The more experienced generation knows how to assess claims quickly, handle difficult situations and navigate complex cases. The challenge is transferring that expertise before they leave.”
As more adjusters work remotely and fewer have direct construction experience, Novotny notes, the industry must rethink how it trains the next generation of claims professionals.
Recommended For You
Smaller, Regional Insurers Feel the Impacts
Larger insurers often have structured training programs, including in-house facilities where adjusters can get hands-on experience with various claims scenarios. However, smaller insurers don’t always have these resources.
“If you talk about the top 10 or 15 insurers in the country, they have dedicated training facilities,” says Ken Davis, director of national accounts at the Claims Partnership program. “When a veteran adjuster retires, they lose decades of experience overnight. Bigger companies at least have structured programs, but smaller insurers either need to outsource training or rely on internal experience, which can be limited.”
Without access to extensive training, new adjusters often face steeper learning curves, and claims processing can end up with efficiency challenges. Errors may increase, cycle times likely grow longer, and a poor claims experience follows.
“I once took over a claims unit that was struggling,” says Novotny, who has 40+ years of experience working in claims with over 30 of those as a claims manager for a major national insurance carrier. “They didn’t understand construction details, and nearly every claim turned into a negotiation. The contractors would push back, the claim would stay open, and policyholder frustration would grow.”
Novotny notes it took a couple of years to turn things around, but once training was improved, they saw a dramatic difference.
How Training Helps Bridge the Gaps
Insurers can prioritize both technical training and hands-on experience to build expertise quickly and a trusted partner can help. For example, the Claims Partnership program offers portable scale kitchen and bath modules, a flood house and real-world estimate practice that can make a significant impact.
“We have over 50,000 square feet of training facilities where adjusters can learn hands-on,” says Davis. “We can certify remotely for WRT and in-person for ASD, AMRT, FSRT, OCT, you name it. In addition to that, I think one of the biggest value adds is the simplicity of our training around estimating.”
Novotny emphasizes that in-person training is especially valuable: “Computer training has its place, but there’s no substitute for hands-on learning,” he says. “When adjusters train in person, they can ask questions, get real-time feedback and build confidence in their skills.”
As the claims profession undergoes this generation shift, insurers have an opportunity to focus deeply on training strategies to stay efficient and accurate. Partnering with industry experts that offer this type of experience can help ease the transition while ensuring high-quality service for policyholders.
© 2025 ALM Global, LLC, All Rights Reserved. Request academic re-use from www.copyright.com. All other uses, submit a request to [email protected]. For more information visit Asset & Logo Licensing.
