'Brokers contribute to good claims outcomes': Crawford

Brokers are an important part of the catastrophe claims process and play a critical role in achieving the right outcomes for clients, Crawford & Company says.

CEO International Operations Andrew Bart, who previously ran the claims management firm’s Australian business, spoke to insuranceNEWS.com.au while visiting Sydney this month.

Mr Bart says the volume of claims from the record east coast flood catastrophe in February and March has created challenges for Crawford and the entire industry.

But he’s proud of the way the company has responded, using technology and bringing in additional staff from overseas to progress claims.

While Crawford often works for an insurer to assess and manage a claim, Mr Bart says he sees claims as “a collaborative situation”.

“I’ve always valued working very closely with brokers, I see it as an important collaboration opportunity,” he told insuranceNEWS.com.au.

“What we’re about is making sure we produce the best possible claims outcome, the right customer experience, the right settlement, and resolving matters as quickly as possible.

“So we welcome the opportunity to work with brokers. The insured is their client, it’s important that we communicate and that there is transparency in the work we’re doing.

“Different insureds want different levels of involvement from the broker. But, for me, where the broker is working in concert with us, I find we get very good outcomes. I always welcome a broker being involved in the progression of the claim.

“It’s always been the way I’ve practiced and we look to work collaboratively with all stakeholders, not just brokers.”

Mr Bart says brokers can add pressure in terms of timescales or settlements but says “so they should”.

“The broker is there to be an advocate for the clients. Brokers are engaged not just to place the policy, but the claim is the moment of truth in any insurance contract. And the brokers, of course, want to get the best possible outcome for their clients and we’re completely supportive of that.”

A full interview with Mr Bart will be published in the upcoming edition of Insurance News magazine.