The insurance industry is changing fast, and the question on many minds is whether talent is keeping up. Eileen Garrity, head of claims at One80 Intermediaries, believes the future of insurance depends on closing three big skills gaps: data and technology, meeting customer expectations, and adapting to constant change.
Garrity points out that while insurers have access to more data than ever, the real challenge is turning that data into useful insights. She stresses the need for professionals skilled in analytics, artificial intelligence, and digital tools—people who can read trends and come up with new ways to use technology that help, not replace, human judgment. Without these skills, teams can’t perform well, and customers won’t get the faster, fairer service they want.
The second gap involves customer expectations. Today’s policyholders want quick, clear communication and a personalized experience similar to what they get in retail or banking. Some prefer email, others text or phone calls, and their needs vary when it comes to updates. Garrity says insurance professionals must learn to balance being efficient with showing empathy. From buying a policy to settling claims, customer-first thinking should be at the heart of everything.
Lastly, adaptability is essential. The pace of change—from new technology to shifting rules and risks like climate change—is rapid. Many workers have narrow training, which makes it hard to change course quickly. Garrity says companies need employees who keep learning and embrace new ways of working. For claims teams, this also means having emotional intelligence, including empathy and strong communication, to build trust with customers.
At One80 Intermediaries, programs like NextGen aim to close these gaps by developing future leaders. These programs encourage teamwork across departments, explore market trends, and give participants chances to share ideas with senior leaders. Garrity shares that going through a similar program early in her career helped shape her path and showed her what’s possible in insurance.
Looking ahead, Garrity sees a new kind of insurance executive emerging—someone who is not just technically skilled but also data-savvy, agile, and focused on people. These leaders will need to make quick decisions with incomplete information and show flexibility. The COVID-19 pandemic showed how essential this is, as leaders had to switch to remote work with little notice.
Garrity will speak about these topics at the eighth annual Women in Insurance Summit in New York on October 27. The event gathers professionals from across the sector to support women, promote inclusive leadership, and discuss key trends like AI and workforce changes. Those interested can register online to join the conversation and help shape the future of insurance.