​If you work in UK insurance, you don’t need a whitepaper to tell you the industry is shifting. You can feel it. Teams are stretched, expectations are rising, and the skills insurers need in 2026 look very different from even a few years ago.

Speaking with claims handlers, brokers, sales teams, compliance specialists, underwriters and hiring managers every day gives me a front‑row view of what’s actually happening — and why the battle for talent is becoming the biggest competitive factor in the market.

Here’s what I’m seeing.

1. Claims teams are under more pressure — and the talent gap is widening

Claims functions are dealing with higher workloads, more demanding customers, and tighter service expectations. Insurers want people who can combine technical knowledge with empathy, communication, and the ability to manage situations that aren’t always straightforward.

The challenge? Those people are in short supply, and they’re being approached constantly.

2. Broking and sales roles are evolving, not disappearing

Clients expect more advice, more clarity, and more support. That means brokers and sales staff need stronger relationship‑building skills, commercial awareness, and confidence using digital tools.

Firms that invest in these people — and give them room to grow — are the ones winning business.

3. Compliance and oversight roles are becoming essential hires

With Consumer Duty, data governance, and increasing scrutiny around conduct, compliance teams are no longer “nice to have”. They’re central to how insurers operate.

I’m seeing a clear trend: companies want people who can interpret regulation and turn it into practical, operational change. Those candidates are in high demand — and they know it.

4. Team leaders and managers are becoming harder to find

Good leadership is becoming a real differentiator. Insurers want managers who can:

• motivate hybrid teams

• support development

• handle performance fairly

• keep service levels high

• manage change without burning people out

But the pool of experienced, people‑focused leaders is smaller than ever. Many strong team managers are being promoted internally, leaving gaps that are difficult to fill externally.

5. Technology is reshaping day‑to‑day work across all functions

AI and automation aren’t replacing people — but they are changing the type of work people do. Routine tasks are being automated, which means the human element becomes even more important.

Insurers need people who can adapt quickly, learn new systems, and focus on the customer rather than admin. This shift is widening the skills gap across claims, broking, compliance, and operations.

6. Candidates’ expectations have changed — and employers need to keep up

This is one of the biggest shifts I’ve seen. The best people in claims, broking, compliance, and operations aren’t just looking for a salary increase. They want:

• progression

• flexibility

• supportive leadership

• a culture that invests in them

• a role that feels sustainable, not overwhelming

If an employer can’t offer that, candidates will move — and they won’t struggle to find somewhere else.

So what does this mean for hiring in 2026?

It means insurers who treat recruitment as a strategic priority will outperform those who treat it as an admin task. The market is competitive, the skills gap is real, and the cost of losing good people has never been higher.

My role is to help insurers navigate that — whether that’s finding experienced claims handlers, strengthening broking teams, building compliance capability, or supporting leadership hires.

If you’re planning to grow your team or want a clearer view of the talent landscape, I’m always happy to share what I’m seeing in the market.

Give me a call today on 0161 238 9774 to discuss your retention and growth plans for the year ahead.