Insurance claims have always been about balancing the technical with the personal. But as customer expectations rise and technology plays a larger role in processing claims, insurers are putting more emphasis on the soft skills that make claims teams successful.
For hiring managers, finding claims professionals who pair technical know-how with emotional intelligence is becoming a top priority. Let’s explore the most valued soft skills making waves across claims departments, and how they help meet the challenges of today’s fast-changing insurance industry.
Why Soft Skills Matter in Claims Teams
Claims professionals are often the first point of contact for policyholders during stressful moments. Whether it’s after an accident, a fire, or another crisis, customers want clarity, empathy, and guidance.
Automation has made many claims processes faster, but this only highlights the importance of soft skills. Simple claims might now be resolved with minimal involvement from humans, yet complex cases – those requiring interpretation, judgement, or sensitive communication – are where adjusters truly shine.
Soft skills bridge the gap between technology and relationship-building in claims resolution. It’s these skills that turn challenging situations into opportunities for trust and loyalty.
Top Soft Skills That Hiring Managers Prioritise in Claims Teams
Empathy
Empathy isn’t just about being kind, it’s about recognising what a policyholder needs in moments of uncertainty or distress. Claims teams with empathy don’t just process claims; they understand them. This might include dealing with grief after a significant loss or walking someone through a confusing process with patience.
Why it’s vital: Empathetic adjusters build trust and leave customers with a positive impression of the insurer, even during difficult situations.
Communication
Great communication is more than explaining terms and processes. Claims teams need to engage with clarity and compassion, all while ensuring the message is understood. Whether it’s speaking to a customer who’s upset or negotiating with a vendor, communication can make or break the claims experience.
Why it’s vital: Clear communication prevents misunderstandings, de-escalates frustrations, and keeps claims moving efficiently.
Critical Thinking and Judgement
Claims don’t always follow a straightforward path. Professionals often deal with incomplete information, ambiguous situations, or discrepancies that require deeper analysis. Critical thinking helps claims handlers spot patterns, assess risks, and make fair decisions quickly.
Why it’s vital: Strong decision-making leads to better outcomes in complex or nuanced cases.
Adaptability
The insurance industry is evolving rapidly, from new technologies like AI to changes in customer expectations. Claims professionals must adapt to these developments while staying effective in their roles. Whether it’s learning new software or adjusting to policy changes, flexibility and a growth mindset are key.
Why it’s vital: Adaptable teams thrive in dynamic environments and are better prepared for the future.
Collaboration
A modern claims team isn’t limited to working within silos. Collaboration often involves adjusters working closely with underwriters, fraud investigators, or other departments. In more complex cases, teamwork between cross-functional groups ensures the claim is handled efficiently and successfully.
Why it’s vital: Collaboration improves operational performance and delivers better outcomes for policyholders.
Resilience
Claims work can be emotionally demanding and fast-paced. From handling a sudden surge of claims to managing difficult conversations with policyholders, resilience enables adjusters to stay focused under pressure and bounce back from setbacks.
Why it’s vital: A resilient professional can navigate tough scenarios while maintaining the quality of their work.
Customer Centricity
The best claims teams don’t just handle claims—they build relationships. Customer centricity means prioritising the policyholder’s experience, ensuring they feel supported every step of the way. Today’s insurers are shifting towards service that feels more personalised, with adjusters acting as trusted advisors.
Why it’s vital: Loyal customers are created by claims adjusters who deliver outstanding service at the most important touchpoints.
Why These Skills Are More Important Than Ever
The claims role has evolved thanks to automation and digital transformation. Adjusters now focus their energy on the areas that can’t be automated, like handling complex claims and delivering personalised interactions. Soft skills add depth to technical expertise, creating professionals who can interpret data, manage emotions, and think strategically.
Insurers know that hiring people with only technical expertise is no longer enough. It’s the fusion of technical and soft skills that creates adaptable, high-performing teams.
How to Find and Develop These Skills in Your Claims Team
If you’re hiring, it’s worth taking the time to assess candidates’ soft skills during interviews or training periods. Here are some strategies to try:
1. Structured Interview Questions
Ask clear, action-based questions to reveal soft skills. For example:
- How do you handle a customer who is emotional or upset?
- Can you share an example of when collaboration helped resolve a claim more efficiently?
2. Practical Assessments
Simulate real-life claims scenarios to see how candidates respond. This is particularly useful for skills like judgement and communication.
3. Ongoing Training
Even the best teams benefit from development programmes focused on handling high-pressure situations, improving communication, or navigating digital claims systems.
The Future of Claims Teams: Blending Soft Skills and Digital Expertise
As we look ahead to that final part of 2025 and beyond, claims professionals will need to balance traditional policy knowledge with cutting-edge technology and elevated interpersonal skills. Teams that adapt to these demands will become the backbone of the modern insurance experience, offering clarity, care, and creative solutions for their customers.
Ready to Build Your Claims Team?
Finding the right talent for your claims team takes more than reviewing technical qualifications. At MPJ Recruitment, we specialise in connecting insurers with professionals who have the skills and mindset to thrive in today’s industry.
Let’s help you create an exceptional claims team that stands out. Contact us today to discuss your recruitment needs.
