Building a high-performing claims team is one of the most important investments an organisation can make. A well-rounded, efficient team can be the key to settling claims faster, maintaining customer satisfaction, and ultimately driving company growth and profitability.
But as the insurance and claims sectors evolve to meet new challenges, from technological innovations to shifting client expectations, hiring managers face more significant obstacles than ever before in their mission to recruit and retain top talent.
At MPJ Recruitment, we believe creating a top-performing claims team doesn’t just involve hiring great talent, it’s about building a culture focused on collaboration, adaptability, and success. To help hiring managers lay the foundation for an exceptional workforce, we’ve outlined seven proven strategies for long-term success.
Always Recruit with the Future in Mind
When it comes to claims recruitment, there’s a temptation to focus solely on the role you need to fill right now. After all, filling empty positions in critical areas can relieve short-term pressure. However, this short-sighted approach can potentially lead to inefficiencies, skills gaps, and future challenges as the industry evolves.
Instead, hiring managers must adopt a future-centric approach to recruitment, considering not just the immediate role but also how the candidate can contribute to the team as the claims landscape changes.
Pro Tip:
Analyse your claims team’s long-term objectives, considering emergent trends in claims management, new regulations, and advancements in technology.
During interviews, assess a candidate’s flexibility and growth potential, not just their ability to meet current requirements.
Prioritise Strong Communication Skills
In the insurance and claims industry, clear, empathetic communication is essential. Claims professionals regularly interact with customers who may be in highly stressful circumstances, such as after an accident or loss. They also collaborate with brokers, underwriters, and other teams—meaning poor communication can lead to delays, misunderstandings, and client dissatisfaction.
When recruiting for your claims department, look for traits like active listening, conflict resolution, and the ability to convey complex information in simple terms. These aren’t just soft skills; they’re critical qualities that directly impact operational efficiency and the customer experience.
Key Question to Ask Candidates:
“How would you explain a complex claims process to a frustrated customer who has no prior insurance experience?”
Listen for empathy, clarity, a logical process, and professionalism.
Build a Team That Adapts to an Ever-Changing Landscape
Success in the claims sector often comes down to your team’s ability to keep up with change. This is especially relevant in light of the rapidly evolving challenges facing the insurance industry, such as:
- The digitisation of claims processes.
- Regular updates to regulatory compliance.
- Rising client expectations of immediacy and transparency.
Hiring adaptable claims professionals who can embrace these changes is essential. Candidates with a track record of successfully navigating uncertain or shifting environments will bring resilience and resourcefulness to your operations.
Red Flag During the Interview:
If candidates show resistance to previous changes (e.g., dislike of an updated claims system or avoidance of learning new workflows), they may struggle in a dynamic work setting. Instead, look for enthusiasm and examples of smart problem-solving during change.
Invest in Leadership at All Levels Within Your Claims Team
While hiring experienced managers is critical for overseeing claims operations, don’t overlook the potential already sitting within your team. A truly high-performing claims team fosters an environment where leadership can emerge at every level.
Leadership isn’t just about job titles, it’s about having the confidence and initiative to proactively handle challenges, offer innovative solutions, and support peers. Hiring managers should prioritise finding candidates with these qualities, even for non-management roles, given the value they bring in improving collaboration, morale, and productivity.
Recruitment Tip:
During interviews, ask situational questions to gauge a candidate’s natural leadership ability. For example, “Can you describe a time when, without being asked, you stepped in to lead or solve a problem?”
Make Technology a Strength, Not a Stumbling Block
Modern claims management relies heavily on technology. From AI tools that automate claim assessments to machine learning algorithms that detect fraud, the industry is embracing innovation at an unprecedented rate. For hiring managers, this presents both challenges and opportunities.
On one hand, the transition to advanced tools means adding candidates who are comfortable with new technologies. On the other, businesses must acknowledge that technology complements human skills, not replaces them. When building your team, recruit individuals who see these tools as enablers to simplify processes and improve customer outcomes.
Real-World Screening Example:
Ask candidates how they’ve used technology or automation to streamline workflows or reduce claim processing times. Look for balanced answers that value both technical efficiency and a human-centric approach.
Focus on Diversity to Create a Stronger Claims Team
Research has repeatedly shown that diverse teams perform better. They’re more innovative, able to solve complex problems faster, and often better reflect the diverse client base they serve. In a high-performing claims team, diversity is vital, not just in terms of gender or ethnicity but also in thought, background, and experience.
But a diverse team will only thrive in an inclusive work environment. The best hiring managers prioritise inclusivity, ensuring all individuals feel valued and heard.
How To Strengthen Diversity in Recruitment:
Audit your recruitment process—are you unintentionally limiting your talent pool with overly specific requirements (e.g., “minimum 10 years of experience”)? Consider softening these criteria and focusing on potential and transferrable skills.
Retain Your Top Performers
While hiring new team members is essential, retaining your top-performing claims staff is just as important. Claims professionals want to feel valued, challenged, and supported, which means your focus must extend beyond recruitment to include employee engagement and retention.
Cultivating loyalty can save significant costs and bolster team morale. Here’s what hiring managers should prioritise:
Offer Growth Opportunities: Employees are far more likely to stay loyal when they see a clear progression path within the company.
Provide Work-Life Balance: Claims work can be high-pressure. Flexible working arrangements, such as hybrid working, are no longer a luxury; they’re an expectation.
Foster Positive Team Culture: Create an environment where team members can share ideas and support each other. Recognising hard work, celebrating milestones, and listening to feedback also play a huge role.
Partner with Experts to Build Your High-Performing Claims Team
A successful claims team is built intentionally. From hiring highly skilled communicators to driving adaptability, embracing technology, fostering leadership, and prioritising retention, these strategies will help you cultivate a team that thrives in the ever-evolving world of insurance.
At MPJ Recruitment, it’s our job to make this process as smooth as possible for you. We specialise in connecting hiring managers in the claims sector with talented candidates who align with your unique business needs.
Want to take the next step toward building your top-performing claims team? Send us a message or reach out today. We’d love to help you make your next great hire!
