Claims adjusters sit at the intersection of policy, risk, and human experience. Adept at helping individuals or businesses recover from unforeseen events, claims professionals are responsible for three main goals: paying what’s owed, abiding by the policy, and advocating for the policyholder.
As AI increasingly handles the repetitive, rule-based workflows of the job, new titles are emerging—reflecting a more strategic, specialized future in the industry. Young professionals entering the field today likely won’t hold a traditional “claims adjuster” title. Instead, new roles will take on creative names that better describe the job at hand:
- Complex Case Navigator
- High Severity Claims Strategist
- Coverage Interpretation Lead
- AI Claims Specialist
These title changes underscore the broader shift occurring in the industry: claims professionals are increasingly becoming strategic problem-solvers whose work blends technology, creativity, and real-world impact.
It’s that shift that inspired my new book, “The Future Isn’t Fully Automated: Why Humans Still Matter in a High-Tech World,” coming out this spring. In the book, I explore how AI and automation are reshaping insurance—and reinforcing the fact that human judgment, empathy, and leadership matter more now than ever.
Do you have what it takes to succeed in claims?
As the claims industry evolves, the most valuable skills are the most human. Here are some of the traits you’ll need to excel in this field.
- Empathy. Claims professionals interact with people during some of the most vulnerable moments of their lives, both personal and professional. This might mean sitting down with a family whose home has been burned down by a wildfire or supporting a small business owner who has lost everything to a tornado. The ability to listen, communicate clearly, and offer reassurance not only builds trust but also helps deliver positive outcomes. Another plus: Insurance touches nearly every industry, which means it’s possible to specialize in a niche that interests you, whether that’s aviation, healthcare, or cyber risk.
- Curiosity. No two claims are ever the same. Claims adjusters must be willing to roll up their sleeves, learn legal or technical nuances of the case, and become an expert in the food processing or retail industries, for example, on a moment’s notice. One day, you’re analyzing a cyber incident; the next, you are diving into the operational realities of a manufacturing business. Being curious keeps you excited and engaged in the claims you’re processing.
- Critical thinking. Economic conditions, social events, and the current regulatory environment all shape claims outcomes in the moment. As an adjuster, you must stay tapped into the world around you: Are neighborhood riots impacting a small business? How does that influence macroeconomics? From terrorism to cyberattacks, the strongest adjusters keep an eye on the broader context surrounding each case and use that perspective to inform decisions.
- Creativity. When used strategically, generative AI and automation will free up claims adjusters to be more creative and innovative. Think: a claims engineer. AI can help collect data and offer high-level analysis—but humans must be able to interpret nuance, take a broader view of the claim, and make decisions that balance policy intent with real-world outcomes. This is where the creative, strategic part of claims work shines, and where newcomers can make the biggest impact.
- Negotiation. At its core, negotiation in claims is about balancing advocacy with fairness. Claims professionals must navigate conversations with policyholders, claimants, contractors, public adjusters, attorneys and carriers, often in emotionally charged situations, while staying grounded in facts, policy language, and risk exposure. Strong negotiators know how to listen for what truly matters to each party, communicate positions clearly, and find resolution paths that avoid unnecessary escalation or litigation. It’s not about “winning”; it’s about building credibility, managing expectations, and reaching outcomes that are defensible, timely, and aligned with both policy intent and real-world impact. In an evolving claims landscape, thoughtful, well-paced negotiation is a critical human skill that directly shapes trust, cost control, and long-term relationships.
Take control of your insurance and your career
The biggest challenge facing the insurance industry today is awareness. Awareness of the role insurance plays as the backbone of all business risk. Awareness of the types of skills and jobs readily available across insurance. Awareness of the widespread use of technology in moving the industry forward. Awareness of the compelling and life-long, meaningful career you can have in this industry.
As our industry continues to evolve, there’s a need for professionals who can educate and advocate for consumers—especially at the moment of a claim. Now, more than ever, we need claims adjusters who are digital natives, creative thinkers, and empathetic — ready to reimagine how this work gets done in 2026 and beyond.
At Venbrook, our people are at the heart of our purpose, strategy, and success. If you’re ready to explore a career where technology meets real purpose—and where your decisions can make a difference in people’s daily lives—explore available careers here.
