Exceptional
Expertise

Delivering Exceptional Quality of Service and Support

At Crawford, we have a relentless pursuit of service excellence that stems from our legacy, purpose and values. Our global footprint, technical expertise and empowered teams give us the reach and agility to meet the changing needs of the industry. Our focus on quality, expertise and innovation enables us to address the challenges of carriers, brokers and corporations today while anticipating what lies ahead. Our long, stable history and financial strength make us one of the most credible and reliable claims management companies in the world. None of this would be possible without our thoughtful experts. Enabled by digital solutions, they create compelling claims outcomes and mitigate future losses, making us the embedded partner of choice. In 2020, we continued to reimagine and declutter the insurance industry’s most aggravating processes.

Expanding Our Expertise in Australia and Latin America

As part of our continuing expansion of Crawford Legal Services in the U.K. and globally, we added the Australia-based HBA Legal to our independent legal practice. The addition of HBA Legal will enhance our ability to provide a unique and disruptive business-to-business integrated claims and legal model for the Australian legal and insurance markets. The company will be able to leverage Crawford’s global capabilities and benefit from our continued investment in innovative technology to support faster processing, greater efficiency and enhanced client service.

We also formally acquired Crawford Carvallo, which has been part of Crawford’s partnership network for almost 30 years. As a leader in the provision of loss adjusting, claims management solutions and legal services in Chile and beyond, Crawford Carvallo provides clients with access to its full range of capabilities across property and casualty (P&C), marine hull, transportation, aquaculture and affinity lines of business, as well as offering a suite of legal services. This addition of one of the most knowledgeable claims management teams in the region greatly expands our on-the-ground capabilities and expertise across Latin America.

Recognized for Outstanding Customer Service

Crawford’s Contractor Connection, the largest independently managed repair network with more than 6,000 general and specialty contractors servicing the insurance industry, has been recognized for the fifth consecutive year for providing “An Outstanding Customer Service Experience” for phone support under the J.D. Power 2020 Certified Customer Service Program℠. In 2020, Contractor Connection handled approximately 500,000 assignments, and this recognition from J.D. Power affirms the work and commitment of our contact center every day.

To become certified, our contact center successfully passed an evaluation of dozens of best practices that encompass the integration of Voice of the Customer and Voice of the Employee insights into business operations. Receiving the certification requires the contact center to perform in the top 20 percent of resulting customer service scores, which are based on benchmarks established in J.D. Power’s cross-industry customer satisfaction research.

Becoming the Embedded Partner of Choice for a Top-Tier Carrier

After a lengthy, competitive process, we added one of the largest property and casualty insurers in North America to our client portfolio. For many years, Crawford has been a leading claim adjusting provider for natural and man-made disasters, but with this new relationship, we gained a tremendous new opportunity that will significantly expand our catastrophe adjusting capacity.

Despite the challenges of 2020, we successfully built out all the necessary infrastructure to service this new client, including one of the company’s largest field offices featuring 675 state-of-the-art workstations to support virtual and desk claims. We are currently hiring and training hundreds of adjusters to provide the high level of service that our clients and their customers expect, and given the unpredictable frequency and scale of major catastrophes, we will be able to effectively provide the necessary adjusting capacity needed for future events.

We bring together thoughtful experts from around the world to offer comprehensive, intelligent solutions to our customers.

Loss Adjusting

Through our global network of expert employees, we have experience handling any type of loss – from simple to large or complex – in virtually every industry.

Third-Party Administration

As a trusted partner, Crawford helps organizations of every size and type meet the needs of their customers while helping to reduce costs and overhead through Broadspire, our global TPA.

Managed Repair

With over 6,000 rigorously-vetted contractors, Crawford’s Contractor Connection brand maintains the largest independently managed network of contractors in the world, providing outcomes that drive policy holder retention.

Medical Management

Our Broadspire brand offers a comprehensive set of end-to-end clinical management programs to support our TPA services and improve outcomes for both claimants and insurers.

Catastrophe Response

With one of the largest trained and credentialed field forces in the industry, we are ready to respond to natural and man-made disasters around the world.

On-Demand Services

Crawford’s WeGoLook combines technology with an on-demand workforce providing a growing array of inspection services to help businesses and individuals gather and validate information anytime and anywhere.

Exceptional Expertise