Building the Ideal Modern Claims Professional

What makes a successful claims professional in today’s world? The industry’s needs are certainly changing with regard to the role of the claims professional, and the job looks quite different today compared to years past. But the fundamental traits that make a good claims professional remain unchanged, even if the role has evolved.

There are common traits that companies have consistently looked for when hiring claims staff -- elements that every claims professional must have. They were needed 20 years ago, and they are necessary today.

This list includes a combination of soft skills like empathy, communication, compassion, flexibility, and an ability to work under pressure; and hard skills like subject matter expertise and technical proficiency.

Not that long ago, this list would surely have also included a willingness to travel -- perhaps staying onsite for months if the situation demanded. Today, technology has made it possible to meet via smartphone, complete inspections remotely, and conduct investigations and collect data to produce estimates all through automation.