With new technologies, shifting customer expectations, and a volatile risk environment, the insurance industry is moving at breakneck speed. But is talent keeping pace?
For Eileen Garrity (pictured), head of claims at One80 Intermediaries, success will depend on how well insurers address three pressing skills gaps: data and technology, customer centricity, and workforce adaptability.
“The industry has more data available than ever before; the real gap lies in turning that raw information into actionable insight,” said Garrity, who will be among the top female executives speaking at the Women in Insurance New York Summit next month.
Garrity sees a growing need for professionals fluent in analytics and digital tools who can interpret trends, innovate around them, and deploy technology to enhance, not replace, human judgment.
“We need people with skills in analytics, artificial intelligence, and digital tools,” she said. “Professionals who can not only interpret trends but also innovate around how data shapes underwriting, claims, and customer service. Without that capability, we’re doing a disservice to our teammates, who can’t perform at their best, and to customers, whose expectations for faster, more accurate, and fair resolutions are higher than ever.”
The second gap centers on the customer. Today’s policyholders expect the same seamless, personalized experiences they enjoy in retail or banking, but any insurance organizations, Garrity said, are still catching up.
“In claims, for example, policyholders want acknowledgement right away. But how should that communication happen? By email? Text? Portal? Phone?” Garrity said. “Some want frequent updates, others prefer minimal contact.”
This demand for immediacy and personalization requires professionals who can strike a balance between efficiency and empathy. Garrity believes customer-first thinking must permeate every stage of the insurance process, from policy purchase to claims settlement.
“No matter what, customers want their claims resolved quickly and fairly, and they want to understand the process,” she said. “That’s a skill set we must continue to build.”
Finally, Garrity identifies adaptability as a non-negotiable skill for the insurance workforce. She emphasized adaptive thinking as a core attribute that will define success for tomorrow’s insurance leaders: using creativity to reimagine processes, leverage data, and build more resilient customer journeys.
“The pace of change is breakneck,” she said, “whether it’s technology, regulation, or emerging risks like climate change. Many professionals have been trained narrowly, which makes it difficult to pivot and evolve. The real gap today is cultivating continuous learners who are comfortable adapting to new ways of working.
For claims, especially, adaptability applies not just to technical ability but also implies emotional intelligence. Empathy, communication, and inclusivity, Garrity argues, are essential for building trust with customers.
At One80, Garrity said initiatives like the NextGen program are helping close these skills gaps by nurturing emerging leaders across disciplines. Participants work in cross-functional teams, examine market trends, and pitch solutions to executives.
The program builds confidence, networks, and a culture of innovation. It also holds personal meaning for Garrity. “Earlier in my career, I went through something similar, and it changed my professional trajectory,” she told Insurance Business. “It opened my eyes to the possibilities of what insurance can do.”
Looking ahead, Garrity envisions a new breed of insurance executive: data-fluent, digitally savvy, agile, and above all, people-centric.
“The insurance executive of the future will look very different from today. They’ll be defined less by technical mastery alone and more by their ability to leverage technology and lead with purpose,” she said.
“The industry can’t rely on old playbooks. Leaders will have to pivot quickly, make decisions with incomplete information, and model adaptability for their teams. We saw this during COVID, when leaders had to move entire organizations remote almost overnight.”
Garrity will be a featured panellist at the eighth annual Women in Insurance Summit New York on October 27.
The event brings professionals across the sector to empower women, promote inclusive leadership, and prepare the industry for its next chapter. The day’s agenda includes AI integration, workforce trends, leadership branding, and more.
Join the movement and be part of the conversation. Reserve your place now: Register for the Women in Insurance Summit New York 2025.
