Crawford & Company's 2013 Annual Report ACROSS BORDERS. ACROSS BUSINESSES. Integrated Global Solutions.


8,500


More Than
8,500 Employees


150


Handled Claims In More
Than 150 Countries


$56 B


Total Estimated Client
Reserves In Our Global
Large Loss Database


465


Qualified Executive
General Adjusters


2,309


New Claims Over
$500K In 2013


$1.6 B


Claims Payments Issued on
Behalf of Customers in 2013

GCG is the first claims administrator to earn a


SOC 2, Type 1
Certification


$3.47
$3.71
$5.68
$7.27

239% INCREASE


CRD-B shares were up 239%
from 2010-2013

The Crawford Solution

The Crawford Solution maximizes Crawford's global resources, delivers industry-leading quality and efficiency, and integrates our portfolio of businesses, all of which helps clients understand the ways Crawford can assist their companies to become more efficient and profitable.

Claim Services

With the broadest array of services in the industry, Crawford can administer virtually any claim function. From accident and health to large-scale complex property and liability losses to individual task assignments, we can configure the services exactly as our clients demand, anywhere and anytime.

Business Process Outsourcing

Crawford offers the most comprehensive claims outsourcing solutions in the industry. We can deliver Business Process Outsourcing (BPO) programs for all aspects of claims management from managed property repair to healthcare management to legal settlement.

Consulting

The need to harness industry experience and intellectual capital is critical in keeping companies competitive. More than 70 years of experience makes Crawford a powerful ally in the strategic assessment of services such as absence management, audits, and counter fraud services, providing high-level analyses and value-added insights.

Our service offerings are unmatched in the industry and include:
Accident & Health
Aviation
Casualty
Environmental Risks
Financial Risks
Forensic Accounting
Large Complex Losses
Liability
Marine & Transportation
Motor/Auto
Product Recall
Property
Recovery
Workers Compensation / Employers' Liability
Affinity Solutions
Claims Administration
Legal Settlement Administration
Managed Property Repair
Medical Management
Product Warranty
Third-Party Administration
Absence Management
Audit
Counter Fraud Services
Educational Services
Global Programs
Multinational Services
Pre- & Post-Lost Services
Risk Management Information Services
Claim Services

With the broadest array of services
in the industry, Crawford can
administer virtually any claim
function.

Business Process Outsourcing

We can deliver Business Process
Outsourcing (BPO) programs for all
aspects of claims management.

Consulting

We work through audit process &
help design a streamlined and
cost-effective solution to meet the
varied needs of our clients.

The Crawford Solution is the most comprehensive, global, integrated solution for all insurer and re-insurer claims administration. Our world-wide resources and expert staff ensure we resolve claims quickly and effectively. Quick and effective claims resolution enhances policyholder satisfaction. Higher satisfaction leads to increased retention. And it is more profitable to retain a policyholder than to acquire a new one. We offer global solutions in three main areas: Claim Services, Business Process Outsourcing, and Consulting.

    Claim Services

  • Accident & Health
  • Aviation
  • Casualty
  • Environmental Risks
  • Financial Risks
  • Forensic Accounting
  • Large Complex Loss
  • Liability
  • Marine & Transportation
  • Motor/Auto
  • Product Recall
  • Property
  • Recovery
  • Workers Compensation/
    Employers' Liability

    Business Process Outsourcing

  • Affinity Solutions
  • Claims Administration
  • Legal Settlement Administration
  • Managed Property Repair
  • Medical Management
  • Product Warranty
  • Third-Party Administration

    Consulting

  • Absence Management
  • Audit
  • Counter Fraud Services
  • Educational Services
  • Global Programs
  • Multinational Services
  • Pre- & Post-Loss Services
  • Risk Management
    Information Systems

The Crawford Solution's comprehensive approach to claims management ensures that we can handle any of your corporations claim needs with consistent quality service. We focus on maintaining data integrity, obtaining positive results and outcomes, while delivering world-class customer services. We offer global solutions in three main areas: Claim Services, Business Process Outsourcing, and Consulting.

    Claim Services

  • Accident & Health
  • Aviation
  • Casualty
  • Environmental Risks
  • Financial Risks
  • Forensic Accounting
  • Large Complex Loss
  • Liability
  • Marine & Transportation
  • Motor/Auto
  • Product Recall
  • Property
  • Recovery
  • Workers Compensation/
    Employers' Liability

    Business Process Outsourcing

  • Affinity Solutions
  • Claims Administration
  • Legal Settlement Administration
  • Managed Property Repair
  • Medical Management
  • Product Warranty
  • Third-Party Administration

    Consulting

  • Absence Management
  • Audit
  • Counter Fraud Services
  • Educational Services
  • Global Programs
  • Multinational Services
  • Pre- & Post-Loss Services
  • Risk Management
    Information Systems

The Crawford Solution is the most comprehensive, global, integrated solution for all corporate, insurer and re-insurer claims administration. We take a relationship-based approach to our work. This means brokers can count on Crawford to create well-planned, custom solutions for their clients and to execute the plan consistently and effectively. We offer global solutions in three main areas: Claim Services, Business Process Outsourcing, and Consulting.

    Claim Services

  • Accident & Health
  • Aviation
  • Casualty
  • Environmental Risks
  • Financial Risks
  • Forensic Accounting
  • Large Complex Loss
  • Liability
  • Marine & Transportation
  • Motor/Auto
  • Product Recall
  • Property
  • Recovery
  • Workers Compensation/
    Employers' Liability

    Business Process Outsourcing

  • Affinity Solutions
  • Claims Administration
  • Legal Settlement Administration
  • Managed Property Repair
  • Medical Management
  • Product Warranty
  • Third-Party Administration

    Consulting

  • Absence Management
  • Audit
  • Counter Fraud Services
  • Educational Services
  • Global Programs
  • Multinational Services
  • Pre- & Post-Loss Services
  • Risk Management
    Information Systems

The Crawford Solution is the most comprehensive, global, integrated solution for all government claims processing. We offer global solutions in three main areas: Claim Services, Business Process Outsourcing, and Consulting, all of which are customizable to fit your specific processing and reporting needs.

    Claim Services

  • Accident & Health
  • Aviation
  • Casualty
  • Environmental Risks
  • Financial Risks
  • Forensic Accounting
  • Large Complex Loss
  • Liability
  • Marine & Transportation
  • Motor/Auto
  • Product Recall
  • Property
  • Recovery
  • Workers Compensation/
    Employers' Liability

    Business Process Outsourcing

  • Affinity Solutions
  • Claims Administration
  • Legal Settlement Administration
  • Managed Property Repair
  • Medical Management
  • Product Warranty
  • Third-Party Administration

    Consulting

  • Absence Management
  • Audit
  • Counter Fraud Services
  • Educational Services
  • Global Programs
  • Multinational Services
  • Pre- & Post-Loss Services
  • Risk Management
    Information Systems

Working for more than 80% of the Syndicates in the Lloyd's Market, Crawford has the global reach and technical expertise, across all classes of business, to enable us to respond to any type of loss, from the straightforward to the most technically complex. Our dedicated Lloyd's and London team has an in depth understanding of the market and is able to provide a 24 hour response to all enquiries and major incidents. We offer global solutions in three main areas: Claim Services, Business Process Outsourcing, and Consulting.

    Claim Services

  • Accident & Health
  • Aviation
  • Casualty
  • Environmental Risks
  • Financial Risks
  • Forensic Accounting
  • Large Complex Loss
  • Liability
  • Marine & Transportation
  • Motor/Auto
  • Product Recall
  • Property
  • Recovery
  • Workers Compensation/
    Employers' Liability

    Business Process Outsourcing

  • Affinity Solutions
  • Claims Administration
  • Legal Settlement Administration
  • Managed Property Repair
  • Medical Management
  • Product Warranty
  • Third-Party Administration

    Consulting

  • Absence Management
  • Audit
  • Counter Fraud Services
  • Educational Services
  • Global Programs
  • Multinational Services
  • Pre- & Post-Loss Services
  • Risk Management
    Information Systems

View Case Study

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Case Study Solution developed for comprehensive full-service claims management

Crawford & Company enhanced the capabilities and efficiency of the Florida Peninsula Insurance Company’s claims management system through tighter integration with Crawford’s Claims Management System (CMS). Florida Peninsula is one of Florida’s top 10 largest insurers offering multi-peril homeowners insurance. Crawford worked with Florida Peninsula to streamline its data transmission and claims handling process into a comprehensive solution for full-service claims management. The insurer is now utilizing a complete end-to-end claims reporting process using the integration between Crawford’s CMS and Florida Peninsula’s proprietary claim system.

Our solution includes both an electronic data interchange-based (EDI) intake service as well as an EDI-based export service to return data and documentation directly to the Florida Peninsula claim system. The result is a consolidated view for Florida Peninsula of the activity of their internal staff as well as the activity and documentation compiled by Crawford resources. As claims are reported they are dispatched via secure EDI intake service. Updates to those claims (as well as documentation completed by Crawford) are returned via the secure EDI export service. This process keeps the efforts of both companies aligned and synchronized with one another without the inefficiencies of manual data input and transfer.

Case Study Canada’s Indian Residential Schools Settlement

The Indian Residential Schools Settlement Agreement (IRSSA) in Canada was a multi-component class action case concerning Aboriginal, Métis & Inuit children who were removed from their families and communities and then involuntarily compelled to attend joint-venture government and church-operated and/or supervised residential schools between the 1870s and 1997. Ultimately, more than 150,000 children were affected.

Settlement components included a common experience payment; an individual assessment process for students who suffered physical, psychological and/or sexual abuse; and a personal credits administration. Personal credits are credits with no cash value, redeemable for either personal or group educational programs or services, provided by approved educational entities and groups.

The government of Canada was appointed as the administrator of the IRSSA with Crawford Class Action Services (CCAS) division engaged as an “Agent for the Administrator” assisting with the mechanics of the settlement administration. Crawford was also appointed as the “Court Monitor” for the IRSSA, with a mandate to monitor administration of the settlement agreement on behalf of the supervising courts to ensure full implementation and due process for participants.

The supervising courts, who appointed Crawford as the monitor, and the government of Canada, as the settlement administrator, for whom Crawford acts as an agent, have continuously demonstrated their trust and satisfaction with CCAS through ongoing expansion of Crawford’s mandate and investment in its services. The work is expected to continue for several years.*

*source references include the Formal Apology of the Right Honourable Stephen Harper, Prime Minister of Canada and the formal Court approved website for the IRSSA*

Case Study Partnership with JLT Global Communication Technology and Media Practice

JLT Global Communication Technology and Media Practice works exclusively with clients in the communications, technology and media sectors.

The constant evolution of technology, and inherent risks and opportunities, means that keeping pace with change is becoming even more important. Through Crawford’s strategic relationship management program, our Global Technical Services division has developed an excellent understanding of how businesses in those sectors operate, and of the regulatory and commercial issues affecting the industry.

In 2013 Crawford has been appointed as “preferred loss adjuster” to the JLT client portfolio. This appointment reflects our aligned market value proposition which offers capability in

• Pre-inception enquiries
• Client obligations
• Claims scenarios including cyber risks; and
• Cyber extortion

Crawford was invited by JLT to present our claims proposition and methodology to seven of their Asia markets, focusing on claim complexities for their cyber/intangible products and consultancy. These products can include standalone, modular, integrated and endorsed insurance products which provide risk transfer for intangible assets, revenue, and liability type exposures.

Peter Hacker, CEO of Global Communication Technology and Media Practice, JLT, said:

 "We're seeing a huge shift in how assets are understood and insured for communication technology and media companies, where 80–90% of their stock market value is built on intangible assets. Our solutions result from working with many clients and insurers, understanding the real requirements and how policies can be developed and stress-testing claims scenarios. We have looked to Crawford for our claims and forensic accountancy services and through their deep understanding of the sector, they have become our preferred partner.”

Case Study Brooklands Museum

The UK’s famous Brooklands Motor Museum was able to reopen its doors to the public, just days after devastating Christmas floods threatened to call a stop to an important exhibition on New Year's Day.

Thanks to the efforts of Crawford adjusters and their instructing insurers and suppliers, the museum which houses a collection of priceless classic cars, aircraft and related memorabilia, was able to open four days after the claim was reported.

The race was on to ensure that the Brooklands Museum was fully operational for its classic car event on New Year’s Day. All parties pulled together, including many volunteers and staff at the museum. Our technical expertise allowed many people to have an enjoyable day out but it also highlighted the need for pre-event planning as the Museum had developed a full disaster recovery plan with its insurers.

The Brooklands Museum’s misfortune was similar to many homeowners and businesses in the UK and Europe who were affected by torrential rains and storm force-winds throughout the 2013 holiday season. The timeline of events at Brooklands reveals just how quickly adjusters, working as a team with insurers and expert suppliers, can help customers get back on their feet.

A complex and major loss consultant at Ecclesiastical, said: “I received the call regarding flooding at Brooklands Museum on Boxing Day and we immediately called in Crawford and their specialist drying partners to help us deal with the damage. Our priority, with cases like this, is to get the business back up and running as soon as possible, as every day they’re closed ends up losing them visitors and costing them money. We immediately also noticed that the Museum was due to have one of their biggest events of the year on New Year’s Day, which meant we needed to work even faster over the holiday period to ensure the event could still go ahead. As a result of a great team effort we were able to get the Museum open earlier than planned on 30 December, thus mitigating the business interruption claim and any claim for loss of revenue.”

Case Study Crawford Accredited to Provide Lloyd’s Volume Claims Service

In July 2012 Crawford & Company was chosen by Lloyd's of London as one of two approved Volume Claims Service (VCS) providers, and for the past 18 months we have been working with Lloyd's to develop and build the service. We are now officially accredited to provide VCS, and the service launched on February 3, 2014.

The service offers the Lloyd's market an enhanced cost efficient claims experience for handling non-complex claims. It is designed to handle high-volume, low-value claims, which are approximately 85 percent of total claims in the Lloyd's market.

Commenting on the launch of VCS, David Lang, Head of Claims at Lloyd's said, “This presents an exciting opportunity for managing agencies to review the processes they currently use for the handling of low-complexity claims and enhances the client experience. The option to extend the service beyond the boundaries of the Lloyd's market will represent further potential development of the service.”