By Scott Holeman, Director, Media Relations,Triple-I
To amplify the Insurance Information Institute’s (Triple-I) commitment to Diversity, Equity, and Inclusion (DEI) in the workplace, Triple-I partnered with HBCU IMPACT®, whose mission is to increase the number of Black professionals in the insurance, risk management, financial services, and legal industries. The first step in attracting new, diverse talent is to raise awareness about the sector’s viability and vast opportunities for rewarding careers.
A logical place to engage new talent is on college campuses, where many students are still making up their minds about what kind of careers they should pursue. HBCU IMPACT® not only develops and mentors students through a variety of programs and initiatives, but it has also created the HBCU IMPACT® Incubator. This innovative initiative helps students gain insurance credentials and licenses before they graduate, giving them a head start in their search for jobs.
Symira Goodwin attended Bethune-Cookman University and now works at American Express.
Roschinael Pierre Lewis attended Florida Memorial University and is currently interning for the National Basketball Association.
Symira and Roschinael are both HBCU IMPACT® success stories. Each of them received insurance adjuster’s licenses while still in college.
Of all the challenges facing property casualty insurers today – from growing catastrophe losses to social inflation – Church Mutual president Alan Ogilvie sees the “war for talent” as one of the most pressing.
“For us, the old adage is very true. Our best assets walk in the door in the morning, at the end of the day they leave, and you just hope and pray they come back,” Ogilvie said in a recent Executive Exchange conversation with Triple-I CEO Sean Kevelighan.
Ogilvie called talent acquisition and retention “our number one challenge.”
“We like to think we bring something a little bit unique to our employees, and that’s a sense of mission,” he said.
He pointed to Church Mutual’s status as 126-year-old mutual company – the largest writer of insurance for religious institutions, which has expanded to include coverage for health, educational, and nonprofit organizations – and said, “It’s pretty easy to get up in the morning when you’re protecting organizations that you know are doing tremendous things in our communities.”
Ogilvie is committed to busting the myth that insurance is a boring business. Among the features of insurance he emphasizes to people early in their careers is the focus on technology and addressing the challenges of climate risk. Catastrophe management – viewed through the lens of artificial intelligence and predictive analytics – has become a cutting-edge discipline.
This, combined with the fact that many insurance professionals are expected to be retiring over the next decade, “creates an incredible amount of opportunity,” Ogilvie said.
By Loretta L. Worters, Vice President, Media Relations, Triple-I
In celebration of International Day for Women in Maritime – observed every May 18 – Triple-I interviews women who have made a difference in the maritime field. Last year, the Triple-I focused on Isabelle Therrien, SVP-Canada, Falvey Cargo Underwriting.
For as long as Anne Marie Elder could remember, she loved the sea. Being the niece of a Merchant Marine officer, she heard her uncle’s stories about the Merchant Marine’s role in World War II. She imagined what it felt like to stand on deck and watch the sun reflect on the water’s surface, breathe in the salty air, and listen to the ocean waves. When she was in sixth grade, her Aunt Margaret told her about the first class with women graduating from the US Merchant Marine Academy (USMMA or Kings Point) and encouraged her to consider USMMA as an option for college.
It was the only college Elder applied to. She entered in 1984, in a class of about 211 men and 28 women. When she graduated, there were only 16 women – a 43 percent dropout rate.
As part of her education, she was required to serve two six-month terms as a midshipman aboard commercial U.S. Merchant ships. A 20-year-old woman aboard a Merchant ship with 25 men was not always well received. Within the first few hours on board one ship, the ship’s captain bluntly informed her that women did not belong at sea and that he did not want her on his ship.
“I was given specific orders to leave the bridge any time the captain was there,” she recalls. “I also wasn’t allowed to eat in the mess hall at the same time he ate his meals. This went on the entire time I worked aboard that ship.”
“The captain’s reaction was so ludicrous and unprofessional,” she said, “I decided to take the high road and refused to let him rob me of a great learning and life experience.”
Elder noted that the first month aboard ship could be challenging. “Some men gave me a hard time, but once they realized I was there to work and learn, they became more like brothers, looking out for me, making sure I was safe and watched over on the ship and when at a port.” For the first six months, Elder was the only woman aboard the ship.
“I went there to get an education, and nothing would dissuade me,” she said. “I was very serious, on the straight and narrow.”
By the age of 21, she had seen more of the world than anyone she knew.
“They were some of the greatest times of my life,” she said.
And that ship’s captain? He gave her one of the best evaluations she got during her year at sea.
“He didn’t want me on his ship, but he clearly respected the job that I did.”
Swallowing the Anchor
Elder thought that she would spend a few years at sea, but there weren’t many sailing jobs at the time of her graduation. She thought about going to law school. But she had a wonderful mentor and teacher at Kings Point: Rich Roenbeck, who was also a former Kings Pointer who taught her about marine insurance.
“He was so good, such a great teacher, and it was pretty interesting, so I decided to swallow the anchor – give up the sea life – and try marine insurance,” she said.
Elder’s Aunt was again encouraging. “A teacher in NYC and also a nurse at the VA hospital, she was an inspiration to me,” Elder said. “She was the number one reason I went to Kings Point and got ahead. When I started work, she took me out and bought me an entire wardrobe, so I’d look and feel confident when going to my new job.”
Her first job was with Continental Insurance/MOAC, which hired six marine trainees in their New York office – five men and Elder — where she started writing hull and cargo insurance. She also became very involved with the American Institute of Marine Underwriters (AIMU).
Anne Marie Elder, Global Chief Underwriting Officer, Marine
“AIMU is a hugely important part of marine insurance,” she said. “They are a wonderful organization that has been around 125 years this year! They provide education in our industry and are involved with issues that are important to our industry.”
Elder lives by King Point’s motto she learned years ago – Acta Non Verba! – Deeds, Not Words! Today, as a result of her deeds, she is Global Chief Underwriting Officer, Marine at AXA XL, a division of AXA, where her job is to develop the strategy and manage the portfolio of the company’s $1.1 billion book of marine business, one of the largest marine insurers in the world.
One of her greatest concerns is the talent gap the industry faces. Not just in the United States, but the rest of the world as well.
“Companies need to be more creative about bringing people into this industry,” she said. “They need to think differently, to assess the skillset, not necessarily the knowledge of insurance, but the overall skillset. Companies should compensate them appropriately for those skills and develop them quickly as underwriters.”
What brings Elder the greatest joy is developing people.
“You must be the captain of your own ship,” she said. “You can take that ship anywhere you want, but you must have a plan and develop the skills you need to know where you’re going. If you’re not going in the direction of your dreams, you need to change the course of your ship.”
She noted that women can sometimes be less vocal about their aspirations.
“Women think that if they work hard, they will be given a fair salary and chances to advance, but that’s not necessarily the case. Women need to work hard and develop the skills for advancement, but they also need to make sure that their managers know their short- and long-term career aspirations,” she said.
“I spent three years in London in marine treaty reinsurance and would never have had that opportunity if I hadn’t spoken up. It put me on people’s radar,” she explained. “You must be positioned and ready for the opportunities. You have to network and vocalize what you want. It also takes a good sponsor which is different from a mentor. A mentor guides and helps you strategize, but a sponsor promotes you to other people to help you advance in your career. You need both. I had someone early on who was looking out for me. It was a man. There were few women leaders when I started,” she said. “There still aren’t a lot of women in senior positions in marine insurance, but men are doing a better job of recognizing women’s assets.”
Elder noted that women and men can have very different leadership styles.
“We don’t always think the same way or manage the same way,” she said. “Having that diversity of thought makes a stronger company. Studies have shown that more diverse companies have higher profits.”
“It’s a great time for women to be in this industry because of all the opportunities out there,” she said. “I tell women, ‘Take the helm and be that leader.’ I tell them, ‘Full speed ahead, ladies, full speed ahead!’ ”
By Loretta L. Worters, Vice President, Media Relations, Triple-I
Forget the stereotype of the boring door-to-door life insurance salesperson – aka Ned Ryerson from the movie Groundhog Day. Insurance is not just about sales – it is a purpose-driven industry with countless opportunities to make a positive impact on individuals, businesses, and communities.
The insurance industry employs more than 2.8 million people spanning an incredible range of skills and talents, from art historians to actuaries; data scientists to drone pilots; marketers to M&A specialists; and, of course, from underwriters to claims professionals.
February’s annual celebration of Insurance Careers Month offers a reminder of the industry’s opportunities.
First organized in 2016, Insurance Careers Month seeks to inspire young people to choose insurance as a career, share what makes the industry a great one to work in, and collaborate to recruit, nurture, and retain emerging leaders.
“Insurance is the backbone of the global economy, providing security, recovery, and sustainability,” said Triple-I CEO Sean Kevelighan. “Whether just starting out in the workforce or thinking about a career enhancement, there are a wealth of opportunities across a broad spectrum of pursuits.”
To raise awareness about insurance as a career path, Triple-I continues to partner with the HBCU I.M.P.A.C.T Initiative, Inc.® (IMPACT), a campaign aimed at recruiting students at historically Black colleges and universities (HBCUs) to the insurance industry.
Lack of exposure to the insurance industry and to professional networks are the top barriers for Black professionals, according to a study conducted by Marsh. That’s why the Black Insurance Industry Collective (BIIC), a nonprofit organization affiliated with The Institutes, is focused on accelerating the advancement of African-American insurance professionals. The goal of BIIC is to empower these professionals to expand their leadership development opportunities by emphasizing mentorship and sponsorship while collaborating with like-minded organizations.
“We contributed to the formation of the BIIC as part of our overall Diversity, Equity, and Inclusion initiative,” said Peter L. Miller, CPCU, president and chief executive officer of The Institutes. “We look forward to working with the BIIC Leadership Council as they cultivate and preserve a culture of inclusion for all who work in and are served by the risk-management and insurance community.”
The Insurance Industry Charitable Foundation (IICF) has a Talent HubTM, an online resource center created to help job seekers learn about opportunities in the insurance industry and for the insurance carriers, reinsurers, brokers, and agents to reach a new and diverse talent pool.
“As the Baby Boomers near retirement, the insurance industry will need to fill a generation’s worth of jobs,” said IICF CEO Bill Ross. “The goal of the IICF Talent HubTM is to introduce a new audience of non-traditional job seekers to the industry and the rewarding jobs and careers that are available.”
In conjunction with Insurance Careers Month, the American Property Casualty Insurance Association’s (APCIA) 5th annual Emerging Leaders Conference, to be held February 5-7 in Charleston, S.C., will give younger industry professionals access to executive thought leadership, networking opportunities across job functions, and an agenda focused on professional and personal development.
“The insurance industry is facing the most competitive labor market in decades, making retaining and developing talent a top priority,” said Marguerite Tortorello, managing director, Insurance Careers Movement, an industry initiative designed to raise awareness of the diverse career options risk management and insurance offer. “The Insurance Careers Movement is designed to bring together and recognize exceptional rising stars in our industry; an industry we are most proud to be a part of.”
As the next generation of professionals embark on their careers, they will find it’s an exciting time to join the insurance industry – an industry that embraces people who can drive change, innovate, and solve problems. They will find that with a career in insurance they can contribute meaningful work, making a difference in the world every single day.
“The progress we’ve made is a testament to the women that have been part of this industry and that have empowered other women to get into this business and created opportunities for them,” said Therrien — now senior vice president – Canada at Falvey Cargo Underwriting. Therrien has held various senior marine underwriting positions in Montreal, Toronto, and New York. In addition to Falvey, she spent more than 10 years with Chubb.
“There are jobs in the maritime industry, whether it’s the maritime industry at large or marine insurance,” said Therrien, who is also chair of the International Union of Marine Insurance (IUMI) cargo committee. “We look for people that have studied business or logistics, or who have been at sea and now want to have a job outside of being at sea, people who have an interest in global trade.”
With nearly half of the current workforce being eligible for retirement in the next 10 years, there’s never been a better time for women to enter the maritime industry and change the demographic.
“I did not know when I started that I would last this long in marine insurance,” said Therrien, “but if you tried to take it away from me right now, I’d say absolutely not. I love it and I really think it’s a great opportunity for people to learn more about globalization, insurance and how we support global trade.”
Honoring Women in Maritime
In December 2021, the International Maritime Organization (IMO) Assembly adopted a resolution proclaiming the first-ever International Day for Women in Maritime, to be observed annually on May 18.
The observance will celebrate women in the industry and is intended to promote the recruitment, retention, and sustained employment of women in the maritime sector; raise the profile of women in maritime; strengthen IMO’s commitment to the UN sustainable development of gender equality; and support work to address the current gender imbalance in maritime.
History of Women in Maritime Industry
Women in the maritime industry have a rich history that’s rarely given the recognition it deserves, according to the Maritime Institute of Technology (MITAGS). Women have been making a name for themselves on the water for hundreds of years – such as when emergencies called them to wartime duty, to support their families, to find a better life, or even just to find adventure and new surroundings.
Turning the tide
While women still only comprise two percent of the 1.2 million seafarers worldwide, it’s no longer virtually impossible for them to enter the industry. The most significant barriers that hinder women from entering non-traditional industries and apprenticeships include:
Lack of awareness: Perhaps the biggest reason there aren’t more women in the maritime sector is simply a lack of knowledge that it’s an available career path. If women don’t have family members already in the industry or know of someone who works at sea, it could easily be an option that passes under the radar. Many people also don’t even consider the maritime industry because it doesn’t result from the traditional four-year college route.
Traditional gender roles: The lasting stigma that the maritime industry is for men only likely continues to deter women from joining the field.
Gender inequities in maritime and marine insurance mirror those of the overall insurance industry. While over 60 percent of the insurance workforce (1.6 million) are women, leadership is where inequity exists, according to an ACORD 2018 study. Women occupy only 19 percent of board seats, 11 percent of named inside officer positions, and 12 percent of top officer positions. Only 8 percent of insurers have formal programs to develop strong careers for women. Further, women in insurance still earn less than men – 62cents on the dollar. This is even worse than the pay gap in 1951.
There has also been a large discrepancy in promotions. In the maritime industry, most women leave or change jobs because they are kept at a level for so long, which is not the case with their male counterparts having the same qualifications and experience.
About 90 percent of the world’s products are carried by sea. It is one of the largest international industries, with a vast need for technical, legal, and administrative talent. With the maritime industry growing and the number of capable candidates not keeping up, marine companies are turning to underrepresented worker categories, especially women.
There are career opportunities covering the design and building of ships, maritime environment/resources management and protection, training, marine insurance, maritime law, ports and harbor management, and administration and managing of internal water resources.
“We are very honored to be a part of this important partnership,” said John Miklus, president of the AIMU, a not-for-profit trade association representing and promoting the interests of the U.S. ocean marine insurance industry and serving as an educator and resource center for the marine insurance community. “These women are role models for our industry and are extremely accomplished.”
Captain Alexandra Hagerty
The event is part of Falvey’s larger speaker series to highlight professional women — “Women at the Helm” – and will include a panel discussion with Captain Alexandra Hagerty, Ship Captain, Executive Leader, Master on Hospital Ship Africa Mercy; Meredith Neizer, Chief Logistics Officer at ARMADA; Tiina Ruhlandt, President & CEO at EIMC; and Karen L. Griswold, SVP Ocean Marine, Property & Specialty at Chubb.
Triple-I and HBCU IMPACT have joined forces in a career-building campaign aimed at recruiting students at historically black colleges and universities (HBCUs) to the insurance industry.
The acronym, IMPACT, stands for “Insurance Mentoring Program Advance Career Track”. The organization’s co-founders say they are aggressively sharing the “good news” of insurance career opportunities with students from all disciplines.
“The war for talent in our industry is indeed real, but it is also an extremely exciting time of corporate transformation and technological advancement,” said Triple-I CEO Sean Kevelighan. Even before the “Great Resignation,” the insurance industry faced a talent gap. Much of the workforce is reaching retirement age, and the median age of insurance company employees is higher than in other financial sectors.
The U.S. Bureau of Labor Statistics reports that, as of 2019, African-Americans made up only 12.4 percent of the insurance industry’s employees. A study conducted by the Independent Insurance Agents & Brokers of America (IIABA) in 2018 found that only 2 percent of established agencies had at least one African-American principal.
“We are going around like evangelists, letting the next generation of black talent know that insurance is a place where you can build a career, learn skills that are transferable, and you can make a lot of money,” said Rebekah Ratliff, mediator/arbitrator, founder of CCM Consulting Associates, LLC and HBCU IMPACT co-founder.
“Ultimately, we want to achieve an increased representation of black talent in the industry – not just at the entry level, but we are also looking to groom our next black executives,” said Ngozi Nnaji, founder of Ako Insurance Consulting, LLC and Ako Brokerage Services, LLC and an HBCU IMPACT co-founder. “HBCU IMPACT is proud to join forces with Triple-I to spread the word.”
Triple-I isn’t alone among organizations seeking to increase diversity and inclusion in insurance.
Zurich North America in January launched its Zurich Fellow Scholarship to help “diverse talent” pursue advanced degrees in insurance fields, Jessica Aguilar, head of talent acquisition for Zurich, told Business Insurance. The American Property Casualty Insurance Association (APCIA) and its members helped launch the Insurance Careers Movement (ICM) in 2015 to focus on workforce development and diversity as key industry priorities. More than 1,000 insurers, agents and brokers, trade associations, regulators, media organizations, and others are currently working together as part of Insurance Careers Month, according to ICM managing director Marguerite Tortorello.
February is “Insurance Careers Month” – a great time to remind the world that insurance isn’t boring!
“If you’re looking for tech, if you are looking to be a part of innovation, the insurance industry is definitely something people should consider,” Marguerite Tortorello, managing director of the Insurance Careers Movement (ICM), says in this brief video. ICM is a grass-roots initiative consisting of more than 1,000 organizations inspiring people to choose insurance as a career; identifying, developing, and retaining leaders; and advancing diversity, equity, and inclusion in the industry.
Long before today’s technology, insurance was the original “big data” industry. High-speed computing, telecommunications, and sophisticated modeling and analytics have only increased our ability to gather, organize, and analyze data to help mitigate and share risk and empower families, businesses, and communities to bounce back from calamity.
In addition, the pandemic has taught us that a globally interconnected economy is fraught with vulnerabilities and inequities that need to be addressed as the world navigates the “new normal.” Insurance touches all of these challenges and opportunities.
“There are so many exciting things happening,” Tortorello says, from automobile telematics and cybersecurity to disaster preparation and response, in roles from underwriting, claims, and loss control to customer service, marketing, and more.
Throughout February, ICM’s members will be – even more than usual – sharing stories and insights and showcasing opportunities, using the hashtags #insurancecareersmonth and #ICM2022. Whether you’re a recent graduate, a veteran, someone looking to change careers, or a retiree interested in bringing your talents back into the game, insurance offers tremendous potential to do interesting work and have an impact.
A recent survey of insurance underwriters found that 40 percent of their time is spent on “tasks that are not core” to underwriting. The top three reasons they cited are:
Redundant inputs/manual processes;
Outdated/inflexible systems; and
Lack of information/analytics at the point of need.
The survey – conducted by The Institutes and Accenture – also found that underwriting quality processes and tools are at their lowest point since the survey was first conducted in 2008. Only 46 percent of the 434 underwriters who responded said they believe their frontline underwriting practices are “superior” – which is down 17 percent from 2013.
“While underwriters believe technology changes have improved underwriting performance, 64 percent said their workload has increased or had no change with technology investments,” Christopher McDaniel, president at The Institutes Catastrophe Resiliency Council, told attendees at Triple-I’s Joint Industry Forum.
The survey’s findings with respect to talent may shed some light on this. The number of organizations viewed as having “superior” talent management capabilities for underwriting fell 50 percent since 2013 across almost every measure of performance evaluated.
“Training, recruiting, and retention planning had some of the biggest drops, particularly for personal lines,” McDaniel said. About a quarter of personal lines underwriters said they view their company’s talent management programs as deficient. That rate rose to 41 percent for talent retention; 37 percent for in succession planning; 33 percent for in training; and 30 percent for recruiting
“While technology investment may have improved underwriting performance” in terms of risk evaluation, quoting, and selling, McDaniel said those improvements “appear to have come at the expense of training and retaining underwriting talent,” McDaniel said.
A McKinsey study that assessed the potential impact of automation on functions like underwriting, actuarial, claims, finance, and operations at U.S and European companies found that as underwriting becomes more technical in nature it also will require more social skills and flexibility. Respondents to the McKinsey survey said automation and analytics-driven processes will produce a greater need for “soft skills” to shape and interpret quantitative outputs. Adaptability will also become more important for underwriters to stay responsive to changing risks and learn new techniques as technology changes.
“Underwriters will not become programmers themselves,” the McKinsey report said, “but they will work extensively with colleagues in newer digital and data-focused roles to develop and manage underwriting solutions.”
Retaining and recruiting talent has been a priority for years, but the pandemic changed how insurers approach these needs, a panel of experts concluded at Triple-I’s Joint Industry Forum (JIF) last week.
The panel examined whether insurers’ growing comfort with remote work will lead to a more diverse workforce and if technological advances would give insurance industry employees more time to create value rather than allocating too much time toward administrative assignments.
“This industry offers so much to so many,” said Connecticut Insurance Commissioner Andrew Mais. “The pandemic accelerated the need for new talent. By casting a wider net, we can find new entrants who want to do meaningful work and make a difference. Attracting data scientists and new skill sets to the industry broadens our reach to new talent.”
“The pandemic accelerated our level of engagement with employees” said Deepa Soni, chief information officer for The Hartford. “We are championing mental health, supporting women in tech, caring for the whole person. The acquisition of new talent brings transformation to the insurance industry through flexibility, culture and purpose-driven work.”
Soni added that more flexible working arrangements have increased employee retention at The Hartford.
Victor Terry, State Farm’s chief diversity officer, said, “Start with the individual. What do they need to be their best and thrive? Redefine what the culture is and what does ‘good’ look like.”
“Vulnerability is a key trait for good leaders,” said panel moderator Lisa Butera, managing director and head of property/casualty client markets – U.S. for Swiss Re. “Leadership with empathy and authenticity is key.”
Butera said the industry is shifting to new technology to better serve customers and make work more efficient and “less clunky” for employees.
“Training existing employees and attracting new employees with tech skills will help to fill the current talent gaps,” Butera added.
The Hartford’s Soni noted her company offers a tech boot camp for claims professionals and underwriters, and State Farm’s Terry added, “New tech allows innovation and creativity – more time for passion projects.”
Learn More About Insurance Talent on the Triple-I Blog
Even before the pandemic and “the great resignation,” insurance faced a “talent gap”. Part of the challenge has been finding replacements for a rapidly retiring workforce, as the median age of insurance company employees is higher than in other financial sectors.
The industry also needs new talent skill sets to tackle rapidly evolving risks and accelerate digital progress.
A major U.S. employer
Insurers employ nearly 3 million people in the United States, many with uniquely insurance-specific jobs, such as claims adjusters, underwriters, risk managers, and agents. Many other workers – like accountants, human resources managers, or data analysts – could work in many different industries.
Filling insurance-specific roles has been a particular challenge. When Triple-I’s Chief Insurance Officer, Dale Porfilio, worked in personal lines for major carriers, companies routinely had staffing shortages in both claims and underwriting – two of the largest staff populations in a property/casualty company. The shortages were due mainly to companies struggling to replace retiring adjustors. A similar need existed in underwriting, as people early in their careers commonly used their insurance positions as a stepping stone to other opportunities.
The industry also competes with other sectors for technology talent, particularly for digital, design, data, and analytics roles, according to McKinsey, and to integrate new capabilities into the business. During the pandemic, insurers have quickly and successfully moved many of their interactions with customers onto digital channels. While this shows the industry’s potential for rapid digitalization, according to an EY report, the pandemic has exposed gaps in digital capabilities, especially in products, distribution, and the need to upgrade legacy systems.
Not all companies are equally challenged by the talent gap. Grinnell Mutual, based in Grinnell, Iowa — a rural area of about 10,000 residents – experiences lower-than-average turnover, according to Brian Delfino, vice president for direct claims at Grinnell. Many employees have been with the company for more than 15 years. During the pandemic, Grinnell Mutual adopted a “work-from-anywhere” policy and is now able to attract talent from farther afield.
Automation’s impact
A McKinsey study assessed the potential impact of automation on functions like underwriting, actuarial, claims, finance, and operations at leading U.S and European companies. It found that 10 to 55 percent could be automated over the next decade. This won’t necessarily lead to staff reductions and might free employees from routine tasks to perform higher-value activities.
McKinsey predicts automation will speed up the changes in needed skills in unprecedented ways: the need for technological skills will increase 55 percent from 2021 through 2030, while the need for basic skills like data entry will decline by 15 percent.
As more knowledge work is automated, the workforce will require more creativity, critical thinking, and social intelligence to shape and guide them.
Insurance executives surveyed by McKinsey said underwriting will not only become more technical but also require more social skills and flexibility. Respondents said automation and analytics-driven processes will produce a greater need for soft skills to shape and interpret quantitative outputs. Adaptability will also become more important for underwriters to stay responsive to changing risks and learn new techniques as technology changes.
Upskilling and reskilling
Bright people with raw talent, energy, and adaptability make excellent candidates for internal training. Denise Campbell, a Marsh senior vice president, graduated from New York University with a major in music technology. She joined AIG as an administrative assistant and, when offered a promotion, admitted to her manager that she had no experience in the field.
“We can teach you the skills you need to do the job,” her manager countered, “but we can’t teach someone to be you.”
Reskilling and upskilling are vital to meeting insurers’ future talent needs because hiring externally is expensive and time consuming. Replacing an employee can cost more than 100 percent of the role’s annual salary, while successful reskilling can cost less than 10 percent, according to McKinsey.
“Since growth in digitization is moving so quickly, an agile workforce that’s open to re-skilling constantly is crucial,” said Frank Tomasello, executive director at the Institutes Griffith Foundation.
A good learning and development program will incorporate the latest insights on adult learning methods, and combine in-person, digital, and—especially important—on-the-job learning, where a whopping 80 percent of adult learning happens. The Institutes – a leading provider of insurance education – develops courses based on the latest knowledge about how people learn, incorporating videos and animation and breaking down learning into manageable chunks. Triple-I is an affiliate of The Institutes.
Diversity and innovation
Insurers are making diversity and inclusion a priority, and there are many reasons to do so: Research indicates that more diverse companies tend to perform better; customers increasingly prefer companies that demonstrate values like social equity; and a more diverse workforce is more appealing to workers.
The industry has long known of the valuable role internship programs play in its quest to find fresh talent. Grinnell Mutual has a top-ranking co-op and internship program that draws recruits from many universities in Iowa.
Going into high-schools and getting an early start in reaching potential employees is another valuable step in building the talent pipeline. Nicole Riegl, president of the Agent and Broker Group at The Institutes, is on the board of directors at Invest℠ an organization that connects insurance professionals with teachers. Invest volunteers visit the classroom to teach students about insurance and share their career experiences.
And recently, insurance giant, Zurich North Americaannounced plans to hire apprentices in at least nine cities, as well as in certain agricultural areas where Zurich’s crop insurance business operates.
“We’re growing the Zurich Apprenticeship Program because apprentices have brought value to our business from the very beginning,” said Zurich North America CEO Kristof Terryn. “This is a talent source that has proven its value and versatility through many different market conditions, including at the height of the pandemic, when we expanded our program from our suburban Schaumburg headquarters to New York City.”
As the industry evolves, it can continue to leverage one of its greatest assets for attracting talent – its appeal to people who are drawn to work that puts a premium on human relationships. The industry’s role as a financial first responder that helps people get back on their feet after a disaster and as a provider of sophisticated financial instruments that encourage responsible risk taking, is certain to continue to draw people who are looking for meaningful work.
