Around the World with Crawford Global Technical Services®

Telecommunications Veteran Enjoys Working with Variety of People to Resolve Claims

Editor’s Note: This is the eleventh post in an ongoing series featuring just a few of our many adjuster specialists who comprise Crawford Global Technical Services® (GTS™). This month, Steve Gainey of the GTS Telecommunications sector, provides a glimpse into his Crawford & Company® career.

Name and title: Steve Gainey, major loss specialist, Major and Complex Loss, London

Steve Gainey

Steve Gainey

Area of specialization: Telecommunications

What is the most-prevalent type of telecommunications-related claim you handle? Damage to telecommunications and broadcast infrastructure from a variety of loss types.

How do Crawford’s specialized telecommunications claims services set the company apart? Because of our global reach, we have access to a wide range of specialist adjusters, engineers, and accountants who can bring their individual skills and expertise to the claims process.

What is your most memorable claims experience? A “chance-in-a-million claim.” A fire broke out on the cable runs of a 500-foot telecommunications and broadcast mast in a remote location in England. The fire caused catastrophic failure of the steel structure, leading to its collapse onto the communications building below. Investigations found the remains of five firework rockets in the field surrounding the mast along with a section of scaffold tube used as the launch mechanism at the side of the road. It appeared that someone had launched firework rockets at the mast, using it as target practice, and on the sixth attempt scored a direct hit leading to the fire.

What is the biggest change you’ve experienced in the industry? Since I started my career in the late 1970s, the answer has to be the advance of technology, which has allowed the improvement to the claims process and communications with stakeholders. The ability to receive, distribute, and analyze large quantities of data in relation to the technical and financial aspects has led to more efficient and expedited claims processing and resolution. Through modern communications, we are able to respond to client requests for decisions critical to the claim and the overall impact of any incident. We can pass details to adjusting team members from virtually any location, rather than having to be desk-based in an office.

What is the best part of your job? Working with adjusting team members, the insureds, brokers, and insurers to achieve the best conclusion possible within a complex claims environment. By combining the expertise held by the technical engineers and project managers within a telecommunications company and adding our detailed knowledge and skills in claim handling, we can find solutions to technical and practical issues that benefit all parties.

What advice would you give to a new claims adjuster? Build your knowledge of the claims handling process by not being afraid to challenge every situation. Understand each part of the method—from the study of a wide variety of policy wordings to the technology—which will help you grasp how procedures work in different claims environments. Appreciate the knowledge and expertise of your colleagues, and use this to build your own views and opinions.

What are your hobbies? I enjoy listening to all types of music, watching football (soccer) and Touring car racing, and traveling.

What was your first job? My first paid job was playing bass guitar in a country and western band in the social clubs in and around South London.

What or who inspires you? I admire and gather inspiration from elite athletes. From Olympians to professional race car drivers—their focus, dedication, and total investment in achieving success in their chosen field is an example to everyone. These qualities can be reflected in our day-to-day professional life to allow us to excel in what we do.

What will you do once you retire? Spend more time with my wife and family; although honestly, I don’t think claims people ever really retire!

Share a little-known fact about yourself: As a teenager, I played in a rock band and performed in front of more than 400 people during a 1977 local community event for the Queen’s Silver Jubilee.

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