How do you upskill remote workers?

Insurance leader says it's 2025's biggest challenge

How do you upskill remote workers?

Insurance News

By Daniel Wood

Many insurance industry professionals now work from home at least a few days a week. This economy wide post-COVID 19 cultural norm has serious implications for training staff. Some insurance leaders see it as a major hurdle in the year ahead.

“The biggest challenge will be continuing to upskill the next generation of insurance employees in an ever-increasing remote working landscape where learning and development is harder than office working,” said Michael Ussher (pictured above). Ussher is deputy CEO of DUAL Australia.

Firms can no longer depend on a workplace environment providing younger employees with regular opportunities to learn or ask questions of more experienced colleagues, side by side in an office.

And recruiters say remote work is here to stay.

“Remote and hybrid work models are now the norm with companies having to offer flexible arrangements to meet candidates' preferences for work-life balance,” said Nathan Anning, an insurance industry recruiter in a LinkedIn post. “If you're not doing this and expecting your team in the office full time, you are missing out on top talent.

Insurance Business reached out to Anning, who is director of Impact Talent AU, based in Brisbane.

“Upskilling is definitely a problem due to the expectation of being able to work from home,” he said.

However, while firms need to offer work flexibility, he said another trend is now apparent.

“What we are seeing across the market is a lot of insurance firms asking their people to come back into the office,” he said. “That’s because the best way for staff to learn is by listening to the people around them, particularly the junior staff.”

Anning said many insurance firms are now mandating in-office training periods.

More mentorships and remote learning

There are other ways industry leaders are tackling training challenges. Mentorships are one method.

Canopius believes mentoring is essential to developing and training staff so we can create more rounded and high-performing employees,” said Sydney-based Claudio Saita, the speciality insurer’s head of Australia and Pacific.

Canopius is one of a number of major insurance firms with a well-developed mentorship program.

The Australian and New Zealand Institute of Insurance and Finance (ANZIIF) is also rolling out more remote learning options.

The content includes webinars, articles and activities designed to hone technical and career skills.

The industry still has an image problem

An issue that plays into recruitment challenges is overcoming the industry’s ongoing image problem and raising its profile as a career choice for young people.

“Our industry has an incredible value proposition to offer those finishing school or university, but we need to sell ourselves better as a viable employment opportunity for this demographic,” said Ussher.

The industry’s aging workforce – he said less than 20% of employees are under 34 - is another urgent issue.

“We need to actively adopt and embrace initiatives which attract talented people into insurance,” he said. “Retaining them is easy as nobody leaves insurance, but we need to get more of them in the door first!”

A multifaceted talent issue

Industry peak bodies recognise this multifaceted talent crunch dilemma.

In September, the Insurance Council of Australia (ICA) launched a strategic plan. The Insurance Industry Talent Roadmap is a six-year framework that aims to help meet current and future recruitment challenges.

The National Insurance Brokers Association (NIBA) is heeding the call. NIBA’s Insure Your Future website lists nearly 70 brokerages offering job opportunities across the country.

Softening market issues

Apart from recruitment challenges, Ussher pointed to other issues likely to dominate 2025.

“The biggest challenge in Australian insurance in 2024 was the softening market, especially in financial lines, after exiting the hardest market of this generation,” he said.

Rather than relying heavily on high premiums to generate healthy profits, Ussher suggested this has forced many insurance firms to adopt more careful, planned business models.

“Whether it be brokers, insurers or MGAs, the deterioration of abnormally strong rate increases over the last 18 months necessitates finding alternative and more strategic methods in order to find adequate synergies for businesses to continue growing,” he said.

Are you an insurance leader? How are you dealing with upskilling and recruitment challenges? Please tell us below.

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