Editor's Note: This is Part I of a two-part series on recruiting and retaining young talent in construction claims. Part II, focusing on retention strategies, will appear in the Summer 2026 issue.
The Panel:
Brittney Aquino, Senior attorney, Kahana Feld, LLP. baquino@kahanafeld.com
Casey Flynn, Risk management senior insurance specialist, Clune Construction Company. cflynn@clunegc.com
Marshall Henson, Construction defect claims manager, Nationwide Insurance Company. hensom4@nationwide.com
Brian Wilsher, Director, claims program business, Amerisure Mutual Insurance Company. bwilsher@amerisure.com
An aging workforce, coupled with an industry struggling to generate interest among younger generations, is fueling a talent crisis in the construction claims industry. CLM spoke with some of its young professional members in the construction sector about recruitment challenges and opportunities for improvement.
Q: What originally drew you into the construction claims sector, and what surprised you most about the industry?
Brittney Aquino: I was originally brought into the construction claims area of law through my work in insurance coverage. When I first entered the industry, I was most surprised by the procedural operation of the cases and all the mechanisms employed in this area of law. Many other sectors operate in a less efficient way, and the use of specialized neutrals, management orders, and platforms to streamline litigation was impressive.
Casey Flynn: Construction claims took me by surprise, but ultimately, it was the complexity that sold me. I love getting into the weeds! Also, when I have a tough day in claims, I am reminded of all the cool, tangible, innovative [projects] we’re building in construction, and I realize that everything is OK. I am a question-asker, so I have to say that the most surprising thing was the willingness of everyone around me to entertain those questions and answer thoughtfully. I am surrounded by people who are passionate about their craft and eager to educate. I find that to be a great motivator.
Marshall Henson: As a claims professional, what drove me to the construction side of the industry was the complexity and variety it offered. I started in personal lines bodily injury, handling smaller but more emotionally charged claims…but it became repetitive. In construction defect (CD), you need to understand the entire puzzle and how you fit into it. There are infinitely more strategies and tactics that can be taken depending on who you are defending. Construction-defect claims are cerebral and strategic, and I love this about my role.
Brian Wilsher: I was originally drawn in because it seemed very coverage-heavy, and I enjoyed that aspect of claims the most. The biggest surprise was how “small” the CD world is. I would see mostly the same group of people at nearly every mediation.
Q: What do you feel the industry does well to recruit new talent to construction claims? In what ways do efforts fall short?
Aquino: The construction claims industry excels in uniquely blending multiple disciplines and experts in specialized subsets of construction and offers welldefined roles.
There is a solid structure and clear progression from entry-level to senior technical or leadership positions, which is a compelling draw. This clarity helps attract graduates and professionals from adjacent fields because they see where they can grow.
The industry also benefits from active professional communities that support talent pipelines, more so than other areas of claims or litigation. This expansive support network offers mentorship and engagement that brings in students and new professionals beginning their careers.
However, the construction claims industry would benefit from more transparency and visibility as a potential career path. Many professionals only discover construction after years in construction or law, which shrinks the early-career talent pool.
Flynn: The claims industry in general promises a stable career with opportunities for growth in various insurance-related fields. My answer to the second question is always going to be education. New professionals need to feel like they have the resources and training to approach the challenges that claims bring, especially as their co-workers with decades of institutional knowledge retire in droves. We don’t have to accept baptism by fire as initiation into claims.
Henson: At times, we do well when we work closely with other business groups like general liability (GL) claims or environmental claims; however, I think we suffer when we do not get to show off what we do. CD is very complex and, often, this can be intimidating to a claims job seeker. I think we need to do a better job of advertising the cerebral and versatile nature of CD and communicate that it is a role that is far less repetitive than some other claims roles. And, more than that, critical thinking is regularly rewarded in CD, as this work is very coverage heavy.
Wilsher: I think the industry overall is very welcoming, but otherwise it can be hard to transition into this type of work without a supportive carrier willing to train young professionals. There are very few programs dedicated to training, but a special mention should go to the group at the CLM Claims College - School of Construction.
Q: What factors might lead a young professional to hesitate to join the construction claims industry?
Aquino: There is an underinvestment in soft-skills development, including client communication, negotiation and presentation, and writing for persuasion. These soft skills matter deeply to younger talent evaluating long-term growth when choosing their prospective career fields.
Further, while there are ample opportunities for solid mentoring, the mentorship can be disseminated inconsistently. Much of the industry relies on somewhat antiquated models of teaching and hesitates to embrace more innovative ways, which may leave younger professionals feeling unsupported.
Flynn: I think claims, in general, have a reputation for being overwhelming, so I caution young professionals to be wary of burnout. I also never knew about the variety of careers within claims until I stumbled into it, so perhaps unfamiliarity might also provide hesitation.
Henson: I think some adjusters might be hesitant to jump to construction claims as they may believe they need extensive knowledge of construction. That isn’t true at first, as you learn these things as you go and learn from your experts. We should attract, but also telegraph that construction claims are like an apprenticeship, and we will teach the ropes where the stakes are low and ease our people into the higher-stakes situations.
Wilsher: Unless they have a mentor or some exposure to the industry, it can seem like a big jump to go from a general auto/GL desk to a more CD-focused desk. Support, or lack thereof, will make all the difference.
Q: How could the industry reach more potential recruits than it does currently? Do you feel the industry could benefit from recruiting from different venues than it traditionally does? If so, what might that look like?
Aquino: More significant efforts to earnestly recruit students could benefit the industry, including guest lectures and introductory courses or modules on construction disputes and claims. Approaching non-traditional recruiting venues with high potential, such as engineering and STEM programs, would expand the community and support diversity and creativity in the field.
There is also value in focusing on under-targeted fields with relevant experience, especially those burned out by onsite work. There would likely be a benefit in focusing recruitment through digital platforms that appeal to fresh talent and using those platforms to provide direct and focused explanations of what claims professionals do.
Flynn: It seems to me that no one aspires to work in claims the same way they do for accounting, medicine, public service, etc. I think we need to show young people it is an option in the first place while highlighting the perks that we have all come to appreciate: flexibility, growth, and work-life balance.
Henson: Internally, I think CD and construction claims thrive in terms of recruiting when they are holding regular roundtables and mentorship programs geared toward interested adjusters. Both provide exposure to the industry without creating pressure. Mentorship programs can introduce adjusters to CD and create natural transitions.
Wilsher: The industry could widen the talent pool by opening itself up to people with first party property, auto, or other backgrounds, but it all goes back to training resources. The wider the net we cast, the more likely it is that there will be a big jump required in technical insurance expertise. That said, people who know construction through other experience might be able to make up for the lack of technical knowledge on the insurance side.
Q: How would you describe the construction claims industry to a young professional considering this career path? What advice would you impart to them?
Aquino: Construction claims and litigation are where engineering, law, and strategy collide, and where sharp thinkers can build rare, transferable skills while working on disputes that shape the built world. The job is part investigator, part analyst, and part storyteller.
While it is demanding work that requires accuracy and precision, it is also rewarding, intellectually engaging, and rarely repetitive. This is a field where competence shows, and professionals who communicate well often earn responsibility early.
In terms of advice, I believe that building direct communication skills and engaging with solid mentorship early create a pathway to success and fulfillment. Being observant and asking for feedback will go a long way.
Flynn: Exciting! Every day, you’re learning. I’d tell them that a career in construction claims can be incredibly rewarding if you let it. Ask questions, get to the “why,” and find some great mentors. People want to see you succeed. I’d also emphasize the importance of humanizing the work: Remember that every facet of a claim has a real impact on a real person or company. You may be affecting someone’s life in a significant way—don’t take that for granted. Let this inspire you to get to the bottom of it.
Henson: My advice would be to seek out a construction role you want with a leader that you click with. Leadership is just as important as the work. I would look for a reputable carrier in the construction space with dynamic leaders who are effective at teaching and coaching. Your relationship with leadership will have a large impact on your experience and in how quickly you pick up the workflow.
Wilsher: This world tends to move a touch slower than, say, the auto injury claims world, and generally is very focused on both coverage and litigation. You must enjoy the challenge and complexity associated with this type of work. My advice would be to take your time to make sure you understand the factors that go into each decision, and to not be shy to ask questions.
Q: What misconceptions should the construction claims industry work to correct when recruiting new talent?
Aquino: There is a misconception that construction claims and litigation are formulaic and uncreative. Good claims work is analytical, strategic, and innovative. The field is attractive because it offers autonomy, intellectual challenge, and influence.
There is also a perception that claims and litigation in this field are contentious or hostile, but CD is more analytical than combative. Much of the work is about risk mitigation, identifying causation, analyzing exposure, and early dispute resolution.
Finally, there is a misconception that the construction industry is not tech-savvy or innovative. The industry is evolving and needs tech-literate professionals to lead that evolution, which is a big draw for younger professionals just starting out.
Flynn: Attorney advertising can make it seem like adjusters and insurers are some miserable curmudgeons looking to deny, deny, deny from their ivory tower. Yes, some claims must be denied and some among us have become jaded by the barrage of negativity in claims. Still, I believe most in this industry want the aggrieved to be fairly compensated for their loss. I’d like to see a broader recognition that leading with empathy is at least part of achieving more meaningful outcomes. Let’s work together.
Henson: CD and GL claims range from painter claims and line strikes to huge multiparty, multimillion-dollar CD lawsuits. The construction space is often described as intimidatingly complex; however, I would argue against this. Construction claims offer the adjuster every available level of complexity. We love to teach, and we love it when you have a thirst to learn.
Wilsher: I’ve heard some say that this work is boring or that once you move into CD you can be “stuck” in this world. I’ll admit that this type of work isn’t for everyone, but it is far from boring. The industry should highlight the truly complex issues that we work with every day and how that work translates to other claim types and professional growth.
Angela Sabarese is associate editor of CLM. angela.sabarese@theclm.org