Claims management 'changing fast': Crawford

Claims management across the industry is transforming at speed, with a “significant shift” in the way brokers and insurers want claims handled, says Crawford & Company.

Head of Business Development and Growth Allison Watts, recently promoted to the national role following the departure of Pete Stansfield, says listening to customers and evolving is key.

“As you would expect, gaining more from your suppliers for less cost, is high on all customers’ wish list – we understand that,” she said.

“So too are efficient, streamlined and exceptional experiences for their policyholders, all while being delivered in a hassle-free manner for the insurer and the broker.”

Ms Watts says Crawford is still a leader in loss adjusting but can also manage claims “from ‘first notification of loss’ through to litigation where necessary”.

She says there are some myths associated with the One Crawford business model, which has been a deliberate evolution for the company over the past decade.

“Any suggestion that we’re moving away from loss adjusting, to the point that we have become claims generalists and not specialists, is simply fabricated and misguided.

“There is no question that the expertise of our loss adjusters, particularly when it comes to large and complex loss, is deep, eminent and arguably unrivalled.

“The fact of the matter is that we are now specialists at every single stage of the claim journey – loss adjusting big and small across all industries, major and complex loss to catastrophic events, forensic accounting for business interruption claims, cyber loss, as well as managed building repair, building consultancy, third party administration and legal services.

“What we have heard from clients is that they really appreciate the single supplier aspect of what we can do for them.”

Crawford Australia President Tim Jarman echoes Ms Watts’ comments.

“Our roots are in loss adjusting, that’s where it all began 80 years ago for Crawford, and our loss adjusters have an enviable reputation in the market,” he said.

“We are committed to making sure it stays that way.

“Diversifying across the entire claim lifecycle is good for our customers, it’s good for the sustainability of our business because we don’t have all our eggs in one basket, and it’s good for our people because they have the comfort in knowing they are employed by a company that is keeping pace with the industry.”