IIG News

Leadership in a Claims Environment!

In the world of insurance claims, good leadership isn’t just about hitting targets it’s about being there for our clients and staff when they need us most. As a leader in this field, I’ve always believed in balancing empathy with getting the job done. It’s about making sure everyone feels valued and taken care of, while still achieving our goals. In a world that often prioritizes results over people, I’ve made it my mission to bring my team along with me. I want them to know that I’ve got their backs and that their well-being matters as much as our success. Leaders within the insurance industry, particularly in the claims environment, must possess a unique blend of skills with a strong focus on empathy.


The claims staff are the heartbeat of all insurance companies. They are the team members who make sure we deliver on the promises made to our clients when the policy is sold. They deal with unhappiness, policy issues, and even the emotional toll of loss. For this reason, creating a supportive environment where everyone feels heard is crucial.


Effective leadership in the claim’s world means creating a space where our teams can thrive and where our clients can trust that we’ll be there for them.


Let’s explore some qualities that play a vital role in leading effectively:

  • Firstly, empathy plays an essential role, leaders dealing with policyholders undergoing some of life’s toughest moments, such as accidents or loss leaders need to not only understand the emotions of those making claims but also create a supportive atmosphere within their teams. By showing empathy, leaders build trust, increase customer satisfaction, and empower their teams to offer compassionate support to their brokers and policyholders.


  • Clear and honest communication is equally essential as it is the glue that holds the claims process together. It is said that too much is never enough – especially when it comes to communication. Leaders need to ensure that everyone understands their roles, and responsibilities, especially when it comes to professional claims handling and providing feedback. Open lines of communication help solve problems faster and improve customer satisfaction.


  • Adaptability is another critical quality. In the ever-changing insurance landscape, leaders must remain flexible. Encouraging innovation, embracing new technologies, and empowering teams to adapt to keep the company ahead from both an economic and competitive, point of view is key.  I always say companies must stay agile and keep up with the changes, companies are left with no choice but to “evolve or dissolve”.


  • Integrity and ethics are crucial in a field where trust is important, and maintaining high ethical standards is non-negotiable. Leaders need to lead by example, ensuring fairness, honesty, and respect in all interactions. Building a culture of integrity not only boosts team morale but also shows our clients that we’re committed to doing what’s right, even when it’s tough.


  • Continuous learning and development round out the qualities of effective leadership. In an industry that is always evolving, leaders must stay abreast of best practices, attend training sessions, and seek feedback. When leaders prioritize ongoing learning, they inspire their teams to strive for excellence, driving continuous improvement in their claims handling processes.


In the fast-paced world of claims, being a stellar leader isn’t just about getting things done—it’s about creating a supportive, efficient, and downright awesome environment where everyone shines. Let’s lead the way to success, one claim at a time!


Article Written by Deidre Henneberry