Scout InsurTech Spotlight with Beth Wilson

Beth Wilson is a Senior BI Adjuster at Xceedance, empowers global insurance organizations with strategic operations support, innovative technology and data-driven services. Beth was interviewed by Chris Luiz, CEO and Co-Founder at Scout InsurTech.

Beth, what makes for a successful adjuster hire?

“After five years as a hiring manager, I believe a successful adjuster needs a strong grasp of policy details, including endorsements, exclusions and state-specific regulations. Beyond technical knowledge, certain skills and qualities set top performers apart. Effective time management is essential for handling multiple claims and deadlines. Strong communication skills allow adjusters to clearly convey information to both internal teams and external customers. Accuracy in documentation ensures claims are properly recorded, minimizing errors and disputes. 

However, one of the most critical factors is attitude. This is a high-stress profession, and maintaining a positive, adaptable mindset can make a significant difference in job performance and customer interactions. Most importantly, a successful adjuster must embrace change. The industry is constantly evolving, and those who are open to learning and adapting will be the best long-term hires.”

Why is it so difficult to find and train quality adjusters today?

“One of the biggest challenges is the decline in structured training programs, largely due to the time and costs associated with them. Many companies now hire with the expectation that new adjusters already know how to do the job. However, because every organization has its own processes and systems, some level of training is still necessary. The industry would benefit from a more standardized approach—one that provides consistent foundational knowledge while also addressing company-specific procedures. Without this, new hires often struggle to meet expectations, and companies face ongoing challenges in developing skilled, reliable adjusters.”

What does an ideal training program for adjusters look like?

“An effective training program should combine both technical knowledge and soft skills. Adjusters need a thorough understanding of policies, endorsements and exclusions to ensure they can interpret coverage correctly. Hands-on training with claims management systems and estimating software is also necessary to prepare them for day-to-day tasks. Additionally, a successful program should not only focus on an adjuster’s specific role but also provide an overview of the entire claims process. Understanding how different roles interact within the claim cycle allows adjusters to work more effectively with colleagues and provide better service to customers. 

Another important aspect is the method of delivery. Traditional training often takes a one-size-fits-all approach, but people learn in different ways. A more adaptable training program that accommodates various learning styles would help adjusters absorb and retain information more effectively.”

How can the insurance industry better embrace insurtech, AI and claims adjusting?

“To fully embrace insurtech and AI, the industry must stay informed about the purpose and benefits of these technologies. AI and automation have already improved claims handling by increasing consistency, reducing cycle times and lowering operational expenses. Many companies have seen improvements in customer satisfaction as well, since AI-driven updates keep policyholders informed throughout the claims process, reducing frustration and the need for escalation. 

Additionally, automation helps adjusters by handling repetitive tasks, allowing them to focus on complex cases and improving overall job efficiency. The key to embracing these changes is recognizing that AI is a tool designed to enhance an adjuster’s capabilities rather than replace them. Companies that actively educate their teams about the advantages of these technologies and integrate them thoughtfully into workflows will see the greatest benefits.”

What are some common misconceptions about AI's role in insurance adjusting, and how should companies address them?

“Many seasoned adjusters worry that AI will replace their jobs within the next five to ten years. However, AI has already been integrated into the industry in ways that many don’t even realize. Estimating software, for example, now automates measurements and pricing—tasks that once required manual calculations. Rather than eliminating the need for adjusters, these advancements have made their jobs easier and more efficient.

The key to addressing concerns about AI is to shift the perception from fear of replacement to recognition of enhancement. Companies should focus on demonstrating how AI improves accuracy, reduces stress and allows adjusters to focus on the human aspects of claims handling. By reinforcing the idea that AI is a tool for support rather than a substitute, companies can help adjusters feel more comfortable with technological advancements and more confident in their long-term role within the industry.”

Scout InsurTech Thanks Its Presenting Partner

And Our Scout InsurTech Partners