Anyone working in claims management must plan now for significant changes in global conditions over the next decade, according to Allianz GM CTP and Liability Claims Lori Callahan.

She says insurers will have to hire a diverse mix of employees, use data to benefit customers and claims outcomes, retain experienced staff and measure productivity so staff can work part-time and from home.

Ms Callahan told the recent Australian Insurance Law Association national conference that three key trends will affect claims management: virtual connections, growing expectations and increased mobility.

Virtual trends include commerce moving online. For example, would the rules on product liability change as shoppers move into an international marketplace?

She also urged companies to work to retain the experience and knowledge of older workers. “What a loss for claims outcomes as our claims managers, lawyers, loss adjusters and brokers retire,” she said. “What a loss of wisdom.

“To keep these older experts we must accommodate their expectations with part-time work, early morning starts, early departures, three days a week and months off to travel.”

Ms Callahan says the changing needs of younger staff also must be considered. The trend of increased mobility provides hiring opportunities “but also comes with the risk of younger staff switching between companies”.

This can undermine the traditional development of employees into technical experts, which is necessary for claims excellence.

She says staff also want to work more from home and employers need to measure productivity and quality to make this possible.