An excerpt from Crawford & Company’s 2014 Annual Report focusing on the Europe, Middle East, Africa & Asia Pacific

Following is the third in a series of excerpts from Crawford’s 2014 annual report. This post focuses on the news from the Europe, Middle East, Africa & Asia Pacific region. Full copies of the annual report are available here https://www.crawfordandcompany.com/media/1803962/crawford-2014-annual-report.pdf.

EUROPE, MIDDLE EAST, AFRICA & ASIA PACIFIC (EMEA-AP)

Ian V. Muress

Ian V. Muress

“The acquisition of GAB Robins at the end of 2014 presents an excellent opportunity to expand the overall breadth of services in the UK, increase Global Technical Services (GTS®) revenues and create a powerhouse of Crawford GTS® adjusters. 2015 promises to be an exciting year as we work on integration plans to bring the businesses together.” — Ian V. Muress

2014 STRATEGY
In 2014 we took measures to ride out the reduction in weather claims while focusing on strategy. We concentrated our energies on new initiatives, signed significant deals and worked closer with clients than ever before.

In 2014 we took measures to ride out the reduction in weather claims while focusing on strategy. We concentrated our energies on new initiatives, signed significant deals and worked closer with clients than ever before.

The Lloyd’s and London Market remains a strategic global market and the UK is a key operation for any worldwide business. We invested in talented professionals to expand across a number of product and specialty lines.

Consistent with our strategy to add world-class GTS adjusters, we acquired Buckley Scott to expand construction and engineering expertise. This acquisition is fully integrated, winning new business and opening doors to new markets.

Two significant services were launched last year. New Broadspire TPA hubs were created in Singapore, Hong Kong and Australia allowing us to market the first truly global third party administration (TPA) service. This has paid dividends as we continue to win TPA contracts based on our global capability. In addition, the UK business launched Contractor Connection, providing a new way of handling building repair claims in the UK market.

Our focus on clients and their customers led us to design the “Customer Service Experience” initiative to create faster settlement times, increased satisfaction and higher employee engagement. This project is being rolled out across the region, has strengthened relationships with clients and created many opportunities.

TOP TALENT
Our talented people are the cornerstone of our business and whilst weather related claims were down, our professionals dealt with major incidents in Australia, Asia, Europe and UK.

We strengthened our leadership to respond quickly to market conditions, sought out new markets and concentrated on our clients. The new team is ideally placed to explore new opportunities such as infrastructure in Asia and enhance our global network as evidenced by our expansion into New Zealand.

Guided by our Strategic Plan, we continue to innovate for sustained competitive advantage. 2015 will be an exciting period as we expect to roll-out new technologies using advanced techniques to deploy social media to combat fraud. We also expect to advance our digital media project and expand into the customer self-service environment in 2015.

IAN V. MURESS
Executive Vice President and Chief Executive Officer, EMEA & Asia Pacific

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