United Kingdom
Close this search box.

Change, Recruitment and Technology, a Prediction of What’s on the Horizon in 2022

As we head into the final stretch of the year, it’s important we take stock of our key learnings from this year.

2021 was a year shaped by a challenging talent crunch, agile and evolving workforce, and cyber threats – with many organisations feeling the flow on effect on their growth and development.

So, how do we wrap up the year that was and ensure 2022 is stronger? Here are the three trends we believe will shape our industry:

  1. Prioritising people

It has undeniably been a challenging year to retain and acquire new staff, with a flow on impact to customer experience and strategy execution. In 2022, it’s critical that we set clear expectations and standards for how employees should treat policyholders, resolve claims or promote their employer externally. 

Setting these expectations will ensure your team will always be the ultimate mirror and predictor of growth for the business. This mirror must go both ways though, with Diversity, Equity and Inclusion measures continuing to be a core part of every modern business’s operation. Your ability to acknowledge, support and recognise every person who is part of your team is critical to retaining talent.

Another key tactic you can employ to overcome talent challenges is strategic partnerships. Whether it’s a TPA for claims management, risk advisory to assess your operating environment or recruitment specialists to hunt out the best talent for your future, partnering with the right organisation can alleviate much of the friction in your business and provide you with long-term stability.

  1. Preparing for when, not if

The past 18 months have proven that anything can happen, and your risk register is not a hypothetical list, but a predictor of the future. It’s crucial that every business has contingency plans for their workforce, operating processes and technology. While some were ready for employees to work remotely, many weren’t prepared and didn’t have the processes or boundaries in place to maintain talent in line with business expectations.

In 2022, the shifting work environment will see many not wanting to return to the office, seeking employers who can accommodate their lifestyles and preferred way of working. This will lead to an even tighter pinch on resourcing, and in the face of increased severe weather and other surge events, insurers need a contingency plan to support their policyholders in their time of need. By engaging a partner who can support your business before an event occurs, you can set yourself up for success.

Further to this, the strain of evolving technology and operating disruptions will see many go through much turbulence in the new year. Without a clear strategy for navigating these headwinds, it will be difficult to find a way through.

Your risk register should include a thorough, tested plan for what partners, teams and resources are needed to manage these situations when they occur.

  1. Protecting valuable data

We have seen a concerning rise in ransomware and cyber attacks in 2021, with the flow on effect of these attacks seeing ambulances rerouted, medical records inaccessible, or other serious business and claimant impacts that compound the issue.

Cybercrime is a challenging issue to confront – but one that does not have to be dealt with alone. There are many cybersecurity vendors who specialise in negotiating and responding to these incidents, and should be a valuable part of your business continuity planning.

I hope I was able to offer you some insights into the opportunities ahead in 2022. It’s set to be an exciting year for us as an industry, and I look forward to connecting with you in the new year.

Stay well,

Gordon Vater

Gordon Vater

Managing Director – GB Technical

More Posts


What’s Next for ESG: Six Expert Tips for Insurers in 2024

One key topic that has gained significant regulatory interest in the insurance sector is ESG. As new regulations and reporting standards emerge, insurers are facing increased pressure to adapt. Ashley Easen, Director of Risk and ESG, shares invaluable strategies for insurers to navigate these changes, build trust, and safeguard their reputation.

Read more

Building Storm Resilience: Five Tips for Surge Claim Readiness

The past few weeks have seen adverse weather hit the UK, and floods pose unique challenges, demanding insurers tailor response plans specifically for these scenarios. As the UK contends with extreme weather conditions, we bring you five tips to preparing a robust storm surge support plan.

Read more

The Talent Tide: Attracting and Retaining New and Established Talent

In the new world of work, organisations are witnessing a shifting tide in the convergence of both emerging and established talent. To support insurers to effectively attract and retain diverse talent, Gordon Vater, Managing Director – GB Technical, shares the essential strategies for navigating the shifting talent tide.

Read more

Customer Service: Preparing for the Festive Season and Learnings from the 2023 Customer Satisfaction Index

With the end of the year fast approaching, insurers are eagerly looking forward to the holiday season after facing various challenges this year in the insurance industry. At the same time, as 2023 begins to wrap up, it’s common to see increasing customer complaints as cost-of-living stress and claims delays set in. Beth Povey, Chief Compliance Officer, sat down to share her expert insights on how to best navigate the end-of-year season by leveraging the latest Customer Satisfaction Index to your advantage.

Read more

Keep your finger on the pulse of the latest industry news and insights.

Sign up to our monthly newsletter today.

Download Our Global Insurance Industry Whitepaper

Hi there!

Want to drop us a line?  You can get in touch by filling out the form below and we’ll get back to you as soon as possible!