The term “succession planning” may send chills down a claims manager's spine. There are enough claims to be handled without adding active succession planning to the to-do list. But without succession planning, a claims organization will not be able to effectively create a workforce that is balanced between employees who can meet the needs of existing customers and employees who are making inroads into new processes and expanded knowledge and responsibilities.

We are stuck in a self-destructive cycle because an industry-wide culture that rejects true innovation leads to a huge talent deficit that prevents innovation.