Editor’s Note: Darren Trott, national business development manager, Australia, shares his perspective on how Crawford & Company®, Australia, moves, grows and diversifies with the times.
Wherever you go in the world, established businesses face constant pressure to change and move with the times.
As a relative latecomer to the ‘disruption’ stage, the pace of change across the insurance industry domestically and worldwide is gathering momentum. We’ve seen banks and other financial services make rapid strides with e-commerce, mobile technology and customer-centric solutions that disintermediate traditional providers. So it is inevitable that insurance and the claims services underpinning our industry will need to change in step.
Meanwhile, public expectations of service and timeliness have never been higher. Regardless of an event’s scale, property owners demand a timely initial response to their claim; and insurers want a continuing reduction in the lifespan of all cases and delivery of a positive claims outcome.
These competing forces make it imperative that providers of outsourced claims services, like us, have the ability to flex our resources and provide a national response whilst maintaining business-as-usual capability.
Far from considering this a threat to our business, Crawford & Company® has embraced many of these competitive pressures as an opportunity to grow and diversify.
Loss adjusting is one part of what we do. In some areas, particularly lower-end claims, an appetite exists for alternative services, which provides an opportunity for us to develop different skill sets and solutions.
We are focused on providing a comprehensive suite of services to meet the specific needs of the market and in doing so accept the responsibility to develop our own training and structure our workforce accordingly.
As a global insurance claims management provider, Crawford® is a highly adaptable business with a strategic investment programme focused on technology, skills and customer service. The Australasian business in particular is regarded as a centre for innovation by the global group with a range of keystone developments emerging from the region that point the way forward for business worldwide.
In 2014, Australia became one of four global third-party administration (TPA) hubs for our TPA brand Broadspire®, servicing Fortune® 500 clientele via this new global network.
For specialist claims support to the broking community, Crawford Forensic Accounting Services developed its CFAS Toolkit, which performs the vital function of reserve calculation to hard-pressed intermediaries just when their clients need it. We have strengthened Crawford Marine to deliver a comprehensive specialist marine expertise and experience in the Australian market which, we believe, is second to none.
Another key development in Australia has been the launch of the Crawford Drone. This service significantly improves strategic catastrophe management by affording customers the ability to fly over their properties both pre- and post-loss, providing never-before seen data and management information representing the apex of modern risk management.
By responding to and predicting the needs of customers, we are confident that Crawford’s combination of skills in insurance and investment in technology will enable us to move forward as the industry changes.
National Business Development Manager