Preparing young adjusters for a changing claims landscape

Think back to your first major loss assignment. Did you feel completely ready?

For most of us, the answer is probably no. Confidence came with time and experience, as we gradually took on more responsibility and learned to navigate complex situations.

Today’s young adjusters still need those same experiences to develop, but they’re entering a profession with growing demands. Claims increasingly involve cross-border exposures, multiple stakeholders and greater complexity, while insurers and policyholders expect faster answers and clearer communication. At the same time, technology is changing how claims are investigated, assessed and managed.

As a result, young adjusters are being asked to step up sooner and take on greater responsibility, often before they’ve had the experience needed to feel fully confident. That raises an important question: Are we developing adjusters quickly enough to meet these expectations?

The changing demands of loss adjusting

To answer that, it helps to look at how the role itself is changing. As claims become more complex, so does the role of the adjuster. Technical expertise remains fundamental, but adjusters also need digital fluency, commercial awareness, emotional intelligence and cultural awareness to navigate the many considerations surrounding a loss.

These capabilities matter even more as adjusters take on a more advisory role. Beyond assessing claims, they help stakeholders navigate uncertainty, influence decisions and shape the overall claims experience. How they communicate, manage expectations and present their findings can directly affect outcomes, relationships and reputation.

Balancing technology with human judgement

Technology is reshaping how adjusters carry out these responsibilities. AI and automation can streamline routine tasks, improve efficiency and support decision-making. However, the information and insights these tools provide still need to be interpreted and applied with professional judgement.

That judgement matters because claims often involve complex circumstances and people facing difficult situations. Adjusters need to understand those circumstances, communicate with empathy and build trust with the stakeholders involved.

For younger adjusters, the challenge is learning to balance both. They need to become confident using emerging technologies while developing the experience and judgement to make informed decisions and handle the human side of claims.

The value of experience and mentorship

That judgement, and the confidence to act on it, comes from practical experience. Many young adjusters have the technical knowledge to do their jobs well, but limited exposure to negotiations, senior-level discussions and complex decision-making can hold back their confidence.

Closing this gap requires intentional development. Mentorship gives young professionals access to experienced colleagues they can learn from, while exposure to different types of work lets them apply their skills in practice. Clear career pathways also help them understand where they can grow and how to progress.

At Sedgwick, we support different paths for professional growth through Pathfinder, our talent development framework. Its programmes include Aspire, which helps colleagues build foundational loss adjusting skills, and Protégé, which prepares experienced adjusters to become major and complex loss specialists. Our Leadership Academy offers further opportunities for current and aspiring leaders through webinars, workshops and personalised learning.

Development shouldn’t follow one fixed path. By providing opportunities that reflect different strengths, experiences and ambitions, people can build their capabilities and progress in ways that suit their career goals.

Developing adjusters for Asia-Pacific

The value of broad experience is particularly evident in Asia-Pacific, where adjusters work across different regulatory frameworks, cultures and approaches to communication and decision-making. Rapid economic growth and natural catastrophe exposure add further complexity.

Navigating these differences requires adaptability and cultural awareness. Adjusters must understand the market and people involved in each claim, recognise different perspectives and manage expectations in ways that build trust across cultures.

For younger professionals, working across different markets, claim scenarios and ways of working can help develop these capabilities. This exposure prepares them to handle unfamiliar situations and work effectively with stakeholders throughout the region.

Leadership starts before the title

The ability to navigate complex situations, communicate effectively and build trust also lays the foundation for leadership. In loss adjusting, these qualities often emerge well before someone takes on a management title.

Adjusters demonstrate leadership when they guide difficult conversations, manage stakeholder expectations, influence decisions and establish trust during complex losses.

Building a strong pipeline of future leaders means recognising these behaviours early and giving young professionals opportunities to develop them. Involving them in important discussions, trusting them with decisions and allowing them to take ownership can help prepare them for more senior responsibilities.

Investing in the next generation

Technology will continue to transform claims, but the strength of the profession will depend on how well we prepare the next generation to navigate that change. By investing in their development, trusting them with responsibility and giving them opportunities to grow, we can help build the skills and leadership our industry will need in the years ahead.