Some things in construction don’t change… and they shouldn’t
Construction technology is advancing faster than most of us ever imagined. Artificial intelligence (AI) helps schedule work; dashboards are monitoring field activity in real time and digital platforms are streamlining documentation from bid day to close. These tools make our jobs more efficient, more informed and, in many cases, safer.
Despite all this progress, one truth doesn’t change… the industry still runs on relationships.
During my many years working with contractors, particularly heavy civil, infrastructure and industrial equipment, I have seen technology evolve, markets change and the complexity of risk grow. However, when a project runs into trouble, an unexpected claim arises, or an owner starts to balk, contractors don’t look to their software for help. They turn to the people and partners they trust. This dynamic has survived all market cycles and technological advances and is unlikely to change anytime soon.
Where technology helps and where it doesn’t
There is no doubt that “smart” tools elevate our work. At American Global, we use analytics to help contractors identify trends to make more confident decisions. We use digital claims tools to speed up timelines and eliminate ambiguity. Advanced data analytics add credibility and structure to conversations that were previously based on guesswork.
But data alone cannot provide or interpret context. It cannot navigate interpersonal dynamics and certainly cannot replace judgment gained through years of experience.
Technology can tell us what happened or what can happen. However, the reasoning and rationale behind a problem or the “why” that really matters still comes from people who understand how construction works, how risk plays out in the field, and how partnerships work under stress.
This is why the fundamentals and fundamentals of a broker are important. While American Global’s nearly 12-year history may be short, our talented team of insurance and industry professionals has several decades of real construction risk experience. We do not rely on technology as a substitute for knowledge; we use it to improve clarity, accuracy and communication.
In today’s complex and changing market, the combination of digital vision and practical judgment is what takes a project from uncertainty to successful resolution.
Long Term Relationships: The Hidden Advantage
Strong relationships quietly shape outcomes long before they are actually tested. Our clients continually benefit from what I like to call the “relationship dividend,” which comes from years of consistent support, clear communication, and unwavering integrity.
You see it at times when:
- a claim resolution moves faster because the carrier trusts the documentation and the people behind it.
- an underwriter is willing to stay on the table longer in a hard renewal because the partnership is proven.
- a complex civil project gains support rather than setbacks when conditions change unexpectedly.
As construction specialists, American Global has established strong relationships with carriers, underwriters and industry partners across a variety of sectors. These partnerships are not transactional; they are rooted in decades of shared experience, transparency and a clear understanding of what contractors face in the field.
This is especially critical for civil contractors, whose work is high-risk, detail-oriented, and highly sensitive to job site realities, weather, material availability, and public owner expectations. They need partners who understand these pressures and who can credibly advocate when issues arise.
Technology only enhances the story. Relationships ensure you are heard.
New school tools only work with old school tracking
Today’s technological tools are most effective when they support human communication, not replace it. Contractors who succeed in this challenging market are those who balance the use of:
- data for discussion
- transparency to generate trust
- automation to free up people for more meaningful conversations
- technology to eliminate surprises, not avoid responsibility
Civil contractors also don’t have the luxury of relying on theory. His projects live and breathe in the countryside. A “smart” system can help track and identify risks, but only people can respond to those risks in real time.
What matters most are fundamentals like walking the job, returning the call, addressing issues early, and approaching partners honestly, not defensively. Technology can reinforce these habits, but it cannot replace them.
Where the build is headed and what will always be important
The digital transformation of construction will only continue to accelerate. Tools will get smarter, data will get deeper, and automation will continue to evolve. As much as we want to embrace it, we need to remember that the foundation of success in construction is people keeping their commitments, collaborating through pressure, “showing up” when needed, and communicating clearly and respectfully.
Technology will drive decisions about risk, but people will continue to manage it.
In an industry defined by complexity, deadlines, and real-world consequences, it’s the balance between new-school tools and old-school values that will keep projects, partnerships, and progress moving forward.
Author bio
Michelle Wesolowski is a senior vice president at American Global, where she advises civil, industrial and commercial contractors on construction risk, insurance strategy and business development. She is the underwriting leader in the Pittsburgh area office located in Canonsburg, PA and has over 30 years of experience in the insurance and construction industry.
