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The future skillset of claims professionals


Publication date:

24 May 2022

Last updated:

25 May 2022


New Generation Group

2020/21 CII Claims New Generation Group research highlighting the potential impact of technology on the race to reskill.

This research seeks to investigate if the skillsets required of claims professionals are changing (or will change in the future), and to what extent this is driven by
technology and innovation.

Emerging technologies have been explored, focusing on their current and future potential usage in insurance claims, coupled with analysis of a purpose-built
survey of claims professionals.

It is evident that technology is already changing the claims environment rapidly. A highlight of the survey found that respondents believe that the automation of
small claims is very likely, whereas complex claims handling is expected to still require some element of human input.

The aim of this study is to delve further into this topic, focusing on the perception of the changing claims role, as a result of technological advancement over the coming five years through the eyes of the current UK claims workforce. This is an empirical research piece with conclusions drawn from a purpose-built survey of claims professionals.

Claims roles vary according to sector, department and experience level. An important element of consideration of this research is the extent at which technology will influence these roles. For example, will small claims be impacted by technology in a different way to complex claims? How will these technological advances replace or enhance current claims handler credentials such as ‘professional skills’? Will there be a shift in funding towards technology, moving away from professional skills investment, and, if so, on what scale? With these changes ahead, how will insurers maintain customer satisfaction when technology replaces some, or maybe all, elements of human interaction?

To aid analysis, different emerging technologies were researched and looked at how they are already being used, or could be used, in the future within the claims sector. Additionally, we the meaning of professional skills and emotional intelligence has been explored by taking into account their relevance and importance on the outcome of the study.


The members of the CII Claims New Generation Group 2020/21 are:

  • Michael Clowes, Risk Manager, Tokio Marine HCC
  • Kasia Hoyle, Property Adjuster, Woodgate and Clark
  • Claire Lashbrook, Director of Operations and TPA, Claims Consortium Group
  • Kate Gibson, Claims Technician, McLarens
  • Kasia Jakubowska, Casualty Reinsurance Claims Adjuster, Brit Insurance
  • Thomas McCaughey, Senior Claims Adjuster, Charles Taylor
  • Sophie Horsfall, Consultant, Willis Towers Watson
  • Sam Lang, Claims Handler and Robotic Process Automation Developer
  • Greg Paton, London Market Claims Handler
  • Emma Turner, Claims Leader, Cornish Mutual


Read the New Generation Group report HERE

This document is believed to be accurate but is not intended as a basis of knowledge upon which advice can be given. Neither the author (personal or corporate), Society of Claims Professionals or Chartered Insurance Institute, or any of the officers or employees of those organisations accept any responsibility for any loss occasioned to any person acting or refraining from action as a result of the data or opinions included in this material. Opinions expressed are those of the author or authors and not necessarily those of the Society or Chartered Insurance Institute.