Claims are the backbone of the insurance industry, ensuring trust and reliability for clients during critical moments. Yet, claims professionals often work in the shadows of underwriting and sales. To shine a light on the indispensable role claims play and better understand the industry’s perspective, Arete Adjusting ran a comprehensive survey among industry peers this past year.

“We wanted to understand how claims are perceived within the industry and identify ways to improve,” says Liam Richards, CEO of Arete Adjusting. “Claims professionals uphold the promises of insurance, balancing technical expertise with human empathy. By collecting honest feedback, we aim to make the field more appealing to new talent and enhance its recognition.”

Survey Findings: A Human-Centric Focus

The survey revealed that communication, empathy, and technical expertise rank highest among qualities for claims professionals. Respondents also emphasized the need for timely handling and managing multiple stakeholders effectively. As Richards notes, “The responses highlighted the delicate balance claims professionals must maintain between service and cost control. With the rise of AI, ensuring the human element remains central is critical.”

Challenges and Opportunities

Emerging trends, such as digital transformation and environmental technologies, underscore the growing complexity of claims handling. Additionally, respondents identified areas for improvement, including product knowledge transfer and better integration between underwriting and claims.

“Training and mentorship programs can bridge the gap between experienced professionals and younger talent,” says Richards. “It’s not just about assessing losses—it’s about narrative, trust, and reputation.”

Looking Ahead

Arete Adjusting’s survey provides a roadmap for addressing industry challenges while celebrating the unsung heroes of insurance. By fostering curiosity and emphasizing professional development, Arete Adjusting hopes to inspire the next generation of claims professionals.To find out more about the Claims Awareness survey, view the full analysis and insights here.