UK insurance employers are finding it increasingly difficult to recruit qualified candidates. Claims management and adjusting are among the areas facing the most acute shortages.
Recent industry research paints a stark picture: 72% of UK insurance respondents say it is now harder to find qualified candidates than in previous years. Perhaps more concerning, 48% identify claims management and adjusting as the single most difficult area to recruit for.
So what is driving this shortage? A combination of factors is at play — fewer experienced professionals in the market, changing candidate expectations, intense competition from insurers, brokers, TPAs and adjacent sectors, and a growing need for more technical, customer-focused skills.
This article explains what is behind the claims talent crunch and outlines the practical steps employers can take to attract and retain the best candidates.
Why are claims roles becoming harder to fill?
Claims roles are harder to fill because demand for experienced claims professionals is outpacing supply. Employers are competing for a shrinking pool of candidates with technical claims knowledge, customer-handling skills, regulatory awareness and the ability to manage complex cases.
Several factors are contributing to this imbalance.
A shortage of experienced claims professionals
The pool of seasoned claims talent is getting smaller. In the Lloyd’s market, the proportion of professionals with 15 or more years of claims experience has fallen from 37% to 31% in just two years. That represents a significant loss of technical expertise and institutional knowledge — and it is not being replaced quickly enough.
A weaker junior pipeline
Junior hiring in claims has declined in recent years, which has limited the natural progression route into mid-level and senior roles. Without a steady flow of new entrants gaining experience and moving up, the talent gap at more senior levels will only widen.
More complex claims
Claims work has changed. Technology, data, regulation, fraud, customer vulnerability and multi-party disputes mean that today’s claims professionals need a broader skill set than ever before. Traditional claims processing experience is no longer enough — employers need people who can navigate complexity, make sound judgements and deliver strong customer outcomes.
Competition for talent
Candidates with claims experience are in demand across the market. Insurers, brokers, TPAs, legal firms and even adjacent sectors such as financial services and risk consulting are all competing for the same people. This creates upward pressure on salaries and makes passive candidates harder to engage.
Changing candidate priorities
Salary still matters, but it is no longer the only factor. Flexibility, career development, culture, wellbeing and meaningful work now influence candidate decisions just as much. Employers who fail to address these priorities risk losing out to competitors who do.
Which claims roles are hardest to recruit?
Not all claims roles are equally difficult to fill, but several areas consistently present challenges for employers.
| Role area | Why it is difficult to fill |
|---|---|
| Claims handlers and adjusters | High demand, technical knowledge requirements and limited availability of experienced candidates. |
| Complex and large-loss claims specialists | Requires investigation, negotiation, technical insurance knowledge and strong stakeholder management. |
| Claims team leaders and managers | Employers need people who can combine technical expertise with leadership, coaching and operational management. |
| Liability, injury and disease claims professionals | Specialist knowledge and case-management experience are in short supply. |
| Counter-fraud and investigations | Requires analytical, evidential and communication skills alongside claims experience. |
| Claims transformation and digital roles | Candidates need both insurance knowledge and an understanding of automation, data and customer experience. |
If you are recruiting for any of these roles, you are likely already aware of how competitive the market has become.
What skills do employers need in claims professionals today?
The skill set required for claims roles has evolved significantly. Employers are no longer just looking for people who can process claims — they need professionals who can manage complexity, build relationships and deliver results.
Skills checklist for claims professionals
- Technical claims knowledge and regulatory awareness
- Investigation, negotiation and decision-making
- Empathy, communication and customer care
- Data literacy and confidence using digital claims tools
- Ability to challenge or quality-check AI-supported outputs
- Resilience, organisation and ownership of complex caseloads
- Commercial awareness and stakeholder management
Finding candidates who tick all of these boxes is not easy. That is why many employers are now taking a more flexible approach to hiring — focusing on transferable skills and potential, rather than insisting on an exact match.
How can employers attract claims talent?
Winning the best claims candidates requires more than a competitive salary. Employers need to think carefully about how they present the opportunity, who they target and how they treat candidates throughout the hiring process.
Make the role and career path clear
Candidates want to know where a role can take them. Explain the progression route — from claims handler to senior adjuster, team leader, technical specialist or claims manager. Highlight training, mentoring, professional qualifications and exposure to complex work.
When candidates can see a credible route forward, they are far more likely to engage.
Broaden the talent pool
Do not limit your search to candidates with direct claims experience. People from customer service, legal, financial services, risk, investigations and data-led backgrounds can often make excellent claims professionals — especially where employers provide structured training.
Skills-based hiring is gaining traction across the UK, with 66% of organisations now reporting they have adopted a skills-focused approach. Focusing on capability and potential, rather than exact sector experience, can open up a much wider talent pool.
Improve the candidate experience
In a competitive market, the candidate experience matters. Respond quickly, communicate clearly and reduce unnecessary interview stages. Make salary, hybrid arrangements and development opportunities transparent from the outset.
Job adverts should explain the impact of the role, not just list duties. What will the candidate achieve? What difference will they make? Why should they choose you?
Offer flexibility with purpose
Hybrid and flexible working are now expected by many candidates. Promote these options where operationally possible — but be honest about office expectations, particularly for roles that require mentoring, collaboration or direct customer contact.
Hybrid working has widened insurers’ geographic talent pools beyond traditional office hubs. If you are not offering flexibility, you may be missing out on strong candidates in other locations.
Build a compelling employer brand
Your employer brand influences whether candidates apply — and whether they accept an offer. Use employee stories, career journeys and examples of meaningful claims work to bring your culture to life.
Show how the business supports wellbeing, particularly in emotionally demanding claims areas. Highlight investment in technology, training and internal mobility. Candidates want to join organisations where they can grow and feel valued.
How can employers retain claims professionals?
Attracting talent is only half the battle. Retaining claims professionals requires ongoing attention to development, recognition and career progression.
- Structured onboarding and early career support. Help new joiners get up to speed quickly and feel part of the team.
- Regular development conversations. Do not wait for annual reviews — check in frequently and discuss goals, challenges and aspirations.
- Clear technical and leadership pathways. Show people how they can progress, whether they want to specialise or move into management.
- Mentoring for less experienced staff. Pair junior claims professionals with experienced colleagues to accelerate learning and build confidence.
- Recognition for complex or high-quality case handling. Acknowledge good work, especially on difficult or sensitive claims.
- Competitive pay reviews. Use current market benchmarks to ensure salaries remain attractive.
- Internal mobility. Offer routes into claims, underwriting, risk, operations or transformation roles for those who want a change.
Retention begins at recruitment. If the role, expectations and career route are unclear at offer stage, employers risk losing new joiners before they become productive.
How a specialist claims recruiter can help
Recruiting claims professionals is challenging, but you do not have to do it alone. A specialist claims recruiter can give you a significant advantage in a competitive market.
Here is what a specialist recruiter brings to the table:
- Access to active and passive candidates. Many of the best claims professionals are not actively job searching. A specialist recruiter can reach candidates who would not see your job advert.
- Understanding of technical requirements. We know what good looks like in claims roles and can assess candidates against your specific needs.
- Market salary intelligence. We can advise on competitive pay ranges so you do not lose candidates to better offers.
- Transferable skills identification. We can spot strong candidates from adjacent sectors who have the potential to succeed in claims.
- Employer branding support. We can help you position your opportunity in the best possible light.
- Faster shortlisting. For hard-to-fill or time-sensitive vacancies, we can accelerate the process without compromising on quality.
Looking to recruit claims professionals?
Speak to our specialist claims recruitment team about current market availability, salary expectations and candidate sourcing strategies. Whether you are hiring claims handlers, adjusters, team leaders or technical specialists, we can help you find the right people.
FREQUENTLY ASKED QUESTIONS
The shortage is driven by a reduced pool of experienced claims professionals, weaker junior hiring pipelines, increasing technical complexity and strong competition for skilled candidates across insurers, brokers, TPAs and adjacent sectors.
Claims management and adjusting roles are among the hardest to fill. Experienced adjusters, complex claims specialists, team leaders and technical claims professionals are particularly difficult to recruit.
Insurers can attract claims talent by offering clear career progression, competitive rewards, flexible working, strong training and a positive candidate experience. Broadening sourcing criteria to include transferable candidates also helps.
Key skills include technical claims knowledge, investigation, negotiation, communication, empathy, organisation, data literacy and the ability to manage complex cases. Resilience and commercial awareness are also increasingly important.
Yes. Candidates from customer service, legal, financial services, risk, investigations and data-focused backgrounds can often transfer into claims roles successfully, especially where employers provide structured training and support.
