Growing technical talent: A strategy for the next generation of adjusters

As the industry continues to grapple with increasingly complex losses, the role of the technical adjuster has never been more critical — or more at risk. With a wave of experienced professionals heading into retirement, organizations are now faced with an urgent question: Who will carry forward this depth of knowledge?

The answer lies in a deliberate and long-term strategy.  One that’s rooted in mentorship, hands-on learning, and leveraging the strength of its regional teams to prepare the next generation of adjusters.

A talent challenge with real consequences

Unlike more transactional aspects of claims handling, technical adjusting demands a unique blend of structural, contractual, and environmental knowledge — particularly in sectors like energy, construction, and large-scale property losses. That expertise is typically built over years, not months.

“Technical adjusting isn’t something you master overnight,” adds Stevens. “It takes years of working through real claims, alongside professionals who’ve seen it all. That’s the value of mentorship.  It accelerates learning in a way that a manual cannot teach.”

The Western-Canada advantage

Crawford’s Western Canadian Global Technical Services’ team has become a cornerstone of this strategy. With a strong cohort of senior adjusters who have spent decades navigating complex claims across British Columbia, Alberta, Saskatchewan, and Manitoba, the region offers both a high-risk environment and an ideal training ground for emerging talent.

“Western Canada presents a unique claims landscape. From wildfires and floods to energy and construction losses,” says Walter Waugh, VP operations, Western Canada. “The strength of our team here is tied to diversity of skillsets and we have a growing collaborative team. Talent attracts talent and we have done a good job of continuing to deepen our technical resources.  It is exciting and we are far from done.”

Through structured shadowing programs, on-the-ground exposure to catastrophic and technical files, and access to some of the industry’s most seasoned experts, junior adjusters are gaining more than just technical knowledge. They’re developing judgment, confidence, and client trust.

“We’ve made it a priority to create opportunities for intermediate and junior adjusters to work shoulder to shoulder with our most experienced team members,” adds Waugh. “That’s where confidence and critical thinking are developed — in the field, not behind a desk.”

A long-term commitment

Beyond recruitment, Crawford’s approach focuses on continuity and quality. Senior adjusters are encouraged to mentor as part of their core responsibilities, and rising adjusters are given meaningful roles on active, high-stakes claims.

“Clients expect technical accuracy and sound judgment, especially on complex files,” says Stevens. “That only comes with time and the right training environment. That’s exactly what we’re creating.”

As the industry prepares for a generational shift, Crawford’s strategy offers a blueprint for sustaining technical excellence. By grounding its talent development in real-world experience, regional strength, and long-term thinking, the company is validating that its next generation of adjusters are not just ready — and earning the confidence of clients across the country.