Technology & Innovation

Creating Smarter Solutions to Move Our Industry Forward

From advanced data analytics and machine learning to unmanned aerial vehicles and chatbots, disruptive new technologies are transforming the way our industry delivers services and designs products – and Crawford is leading the way. We are rolling out state-of-the-art tools to better serve our customers. We are reimagining the way of doing business through new ways of managing claims, adjudicating complex court actions and providing third-party administration to employers. We are becoming more efficient in the way we go to market and deliver services. And we are bringing the broadest possible array of products to carriers, brokers and corporations across the world, allowing us to anticipate and help solve their biggest claims challenges.

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Reimagining Traditional Services

At the beginning of 2021, we debuted Crawford Platform Solutions, our global service line focused on driving innovation, market expansion and growth. We want to embed our company in the insurance ecosystem, with the goal of touching every property claim whether by triage, inspection, loss adjustment or fulfillment. To help us achieve this, Crawford Platform Solutions will centralize the development of innovative, cutting-edge initiatives to solve traditional challenges in the loss adjusting space.

As we continue to unlock the potential of our technology and people, our focus will be on enabling claims management networks with a combination of proprietary and third-party technologies powered by a diverse array of expertise to deliver speed, costs savings and quality to our customers.

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Empowering Our Clients with a Smarter Property Claims Platform

To provide our customers with an enhanced quality assurance process and a better overall claims operating model, we acquired Asservio, a new cutting-edge digital quality assurance platform that improves accuracy and consistency in the estimating process while reducing cycle time. Engineered to drive operational improvement and cost benefits for the insurance and restoration industries by automating the estimate review process, this new digital solution, when combined with Crawford’s full suite of services, provides an enhanced quality assurance process and a better overall claims operating model. Asservio will be integrated into the standard quality assurance process as part of Crawford’s loss adjusting and contracting program offerings and will be available on a stand-alone licensing basis for carriers and third parties.

New Technologies to Drive Speed and Accuracy

Reimagined and simplified customer-centric innovations hold the key to leading the markets we serve, which is why Crawford is focused on the continuous development of innovative, data-enabled solutions that offer real value to our clients. All of our solutions are backed by an 80-year legacy of “top quality promptly” – a true testament to our commitment to restoring and enhancing lives, business and communities.

Digital Assist

Crawford Digital Assist makes available a wealth of cost-efficient solutions to support desk adjusting operations. Using Digital Assist, adjusters can quickly and easily request the services they need to close the claim. From traditional channels to alternative on-demand inspection services, companies can trust that every one of our services will be delivered with the world-class commitment and quality our clients depend on every day.

Job Track

With its real-time updates and user-friendly interface, Job Track is a digital customer portal that increases transparency and communication throughout the contractor managed repair process for all stakeholders. Its management view provides visibility into project progress as well as real-time mood indicator and sentiment feedback from policyholders. Contractors can manage jobs in one place and provide instant updates, while increasing efficiency. Job Track also provides property owners with key insights into job progress while letting them share feedback with contractors and carriers.

Digital Desk

In the latter half of 2021, we will launch Digital Desk. This solution will support the desk adjuster throughout the entire claims lifecycle with intelligent triage, automated orchestration of alternative inspection channels and a wide range of innovative and cost-effective services. Supported by digital process and performance data analytics, Digital Desk will revolutionize the way we process claims – delivering faster, more efficient claims processing to clients.

Data Science Solutions Offer Carriers New Ways to Unlock the Value of Data

The technology and data science team at Crawford TPA: Broadspire, created a comprehensive, end-to-end solution for capturing, consolidating and analyzing all of a carrier's data, regardless of source or format. We can now apply our data science and enrichment processes to deepen the meaning of their data for policy, claims, underwriting and safety groups. This digital setup integrates seamlessly with Broadspire's integrated claims solutions, giving any mutual clients using Broadspire's Third-Party Administration services additional differentiated opportunities for efficiency and savings, including the following:


  • Connecting

    API-based connectivity enabling our claim service to be a seamless extension of carrier underwriting.

  • Consolidating

    Data consolidation services allowing a carrier to have decision informing visibility into all their TPA, policy and exposure data.

  • Enriching

    Enrichment of data with a new machine learning platform to offer customers a customized set of Crawford capabilities that meet their exact needs.

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A Year of New Partnerships

We are constantly striving to address the challenges of carriers, corporations and brokers today while anticipating the needs of tomorrow, and in 2020, we made several purposeful investments in technology that demonstrate our commitment to offering a broader menu of services and options. Because Crawford is at the forefront of innovation, we continue to set industry benchmarks for quality and value.

Last July, we finalized our partnership with Hover, an innovative provider of a 3D-modeling app that allows carriers, contractors and homeowners to transform a set of smartphone photos into a complete property data package, including an interactive 3D model with accurate roof and elevation measurements. This technology enables both the desk and field adjusting teams to accurately triage, estimate and settle claims as quickly as possible, providing the flexibility needed to serve our clients across a variety of workflows, from existing to virtual and self-service. Combined with expanded scoping programs via WeGoLook, Hover will significantly reduce carrier costs while providing a superior experience for policyholders.

We also finalized our partnership with Matterport, a spatial data company whose technology enables compatible cameras to capture any indoor or outdoor site in rich, photo-realistic and immersive 3D detail. Having fast access to such accurate images is of particular value in the aftermath of a major loss as our adjusters can conduct virtual walkthroughs of the affected sites with carriers and brokers. It also reduces the need for repeated field visits and is central to training future generations of adjusters. This technology, combined with loss adjusting expertise, will help resolve claims quickly and efficiently. Crawford can now provide a single-source solution for virtual claim documentation globally, speeding up the claims cycle and increasing client satisfaction.