Some Things in Construction Don’t Change…and 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 through closeout. These tools make our jobs more efficient, more informed and in many cases, safer.

Despite all that progress, one truth remains unchanged… the industry still runs on relationships.

During my many years of working with contractors, especially heavy civil, infrastructure and industrial teams, I have watched technology evolve, markets shift and risk complexity grow. Yet when a project hits a snag, an unexpected claim arises, or an owner starts pushing back, contractors don’t look to their software for help. They turn to the people and partners they trust. This dynamic has survived every market cycle and tech advancement and is unlikely to change anytime soon.

Where Technology Helps and Where It Does Not

There is no question that “smart” tools elevate our work. At American Global, we use analytics to help contractors identify trends to make more confident decisions. We utilize digital claims tools to expedite timelines and eliminate ambiguity. Advanced data analysis adds credibility and structure to conversations that previously relied on guesswork.

But data alone cannot provide or interpret context. It cannot navigate interpersonal dynamics and it certainly cannot replace judgment earned through years of experience.

Technology can tell us what happened or what may likely happen. However, the reasoning and rationale behind an issue or the “why” that really matters−still comes from people who understand how construction works, how risk presents itself in the field and how partnerships function under stress.

This is why a broker’s foundation and core fundamentals matter. While American Global’s near 12-year history may be brief, our talented team of insurance and industry professionals have multiple decades of true construction risk experience. We do not lean on technology as a substitute for knowledge; we use it to enhance clarity, accuracy and communication.

In today’s complex and ever-changing market, the combination of digital insight and practical judgment is what moves a project from uncertainty to successful resolution.

Long-Term Relationships: The Hidden Advantage

Strong relationships quietly shape outcomes long before they’re truly tested. Our clients continually benefit from what I like to call the “relationship dividend,” which is earned through years of consistent support, clear communication and unwavering integrity.

You see it in moments when:

• a claim resolution moves more quickly because the carrier trusts the documentation and the people behind it.
• an underwriter is willing to stay at the table longer on a tough renewal because the partnership is proven.
• a complex civil project gains support instead of pushbacks when conditions shift unexpectedly.

As construction specialists, American Global has built strong relationships with carriers, sureties and industry partners across multiple 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 particularly critical for civil contractors, whose work is high-risk, detail-heavy and deeply sensitive to jobsite realities, weather, material availability and public-owner expectations. They need partners who understand those pressures and who can advocate with credibility when issues arise.

Technology merely enhances the story. Relationships ensure that it’s heard.

New-School Tools Only Work with Old-School Follow-Through

Today’s tech tools are most effective when they support human communication, not replace it. Contractors who succeed in this challenging market are the ones who balance the use of:

• data to inform discussions
• transparency to build trust
• automation to free up people for more meaningful conversations
• technology to eliminate surprises, not avoid accountability

Civil contractors also do not have the luxury of relying on theory. Their projects live and breathe in the field. A ‘smart’ system can help track and identify risks, but only people can respond to those risks in real time.

Fundamentals like walking the job, returning the call, addressing issues early and approaching partners with honesty, not defensiveness, is what matters most. Technology can reinforce these habits, but it cannot replace them.

Where Construction Is Headed and What Will Always Matter

The digital transformation of construction will only continue to accelerate. Tools will get smarter, data will dig deeper and automation will continue to evolve. While seeking to embrace it, we must remember that the foundation of success in construction is built upon people keeping their commitments, collaborating through pressure, “showing up” when needed and communicating with clarity and respect.

Technology will guide the decisions around risk, but people will continue to manage it.

In an industry defined by complexity, deadlines and real-world consequences, it is the balance of 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 Insurance Leader in Pittsburgh area office, located in Canonsburg, PA and has more than 30 years of experience in the insurance and construction industry.