Challenges

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• Margins from an extended soft market are wafer-thin and training and development have been squeezed in a costs conscious world
• Feedback from the market – insurers and brokers alike – is that there is an ageing population of experts across many fields – particularly in underwriting, claims and risk – with limited succession plans in place to replace them
• There is a need to attract and retain young people who demand professional technical development
• Flatter organisational design, down-sizing involving loss of experienced staff, the predominance of process, and increased technology have all impacted adversely on the industry’s ability to grow enough people with expert technical skills
• The complexity of insurance and the world it insures, grows year on year – with some features being the internationalisation of risks, the speed of innovation and communication, and new science, tools and technology
• Customer expectations are unrecognisable compared to 20 years ago with ever increasing demand for customer service, access to self-service solutions, and rapid dissemination of poor service stories via modern social media
• The industry faces an ever increasing pressure from regulators for insurance employees to develop professionally within an environment of increasing legislation and other changes
• The need for expertise is paramount but limited in availability – pushing up costs through strategic errors, day to day mistakes (underwriting and claims leakage) and higher salaries demanded by the fewer in number experts
• Underwriting and claims expertise differentiates organisations from their competitors and directly drives profitability

And on top of that:-

• Running an in-house team of experts in the design and delivery of complex training solutions is a significant ongoing expense to a business
• Understanding the infrastructure and capabilities required to drive the achievement of technical excellence across their business is not easy

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