Essential Communication Skills for Insurance Claims Professionals

As automation and AI handle an increasing share of transactional tasks in insurance, the value of human-centered communication continues to rise—especially in claims adjustment, where policyholders often face stressful and emotionally charged situations. This article by Jeff Black highlights the necessity of interpersonal skills such as active listening, empathy, patience, and problem-solving in enhancing policyholder experiences and ensuring effective claim resolutions.

The Shin Research Program underscores that customer service remains a vital skill for insurance professionals, with particular importance placed on the ability to clearly communicate complex policy information. For claims professionals, this means fluently translating jargon into understandable language and managing emotionally nuanced conversations with empathy and confidence.

Black offers practical strategies for insurers to identify, hire, and train for these qualities. Techniques include behavior-based interview questions, targeted role-playing in training programs, peer shadowing, and establishing decision-making boundaries that allow for autonomous, thoughtful customer interactions. Importantly, he emphasizes that while technical training is teachable, intrinsic communication skills are harder to instill and should be prioritized in recruitment.

For claims organizations, investing in interpersonal skill development not only improves service but also sets a foundation for adaptability in a tech-driven future. Encouraging a culture of curiosity, critical thinking, and human insight helps insurers spot inconsistencies, build trust, and maintain a competitive edge. In a field increasingly shaped by algorithms, the human element remains the most distinguishing asset.