Appointed to the governing council of the Insurance Institute of Ontario
2019
Still waters run deep at Crawford
Greg Smith is something of a contradiction.
“The lesson learned over the course of my career is that, despite your best efforts, nothing ever goes according to plan,” he says.
It seems an odd statement for a person who has had one of those smooth careers arcs that make things look very simple.
Smith has the rare distinction of having spent his entire working life at just one organization – Crawford & Company (Canada), starting out as a trainee claims adjuster straight out of university 25 years ago and steadily progressing to appointment as president in 2022.
Early experience in the marketing and communications section helped him build a strong knowledge of the organization, as well as valuable exposure to both issues of the day and how they affected clients in the marketplace – his delivery of the Crawford message doesn’t miss a beat.
Like athletes at the top of their game, Smith makes it look like an easy matter to run the second-largest international Crawford operation by revenue outside of the US for the leading global provider of claims management. But dig a little deeper and it becomes clear that underlying the mailroom-to-boardroom story are skills that were honed through a lifetime of adapting to constant change.
Smith has taken some unexpected turns, but smoothed them out effectively enough to gain the confidence to lead the company. In a sense, it is similar to what insurance itself does every day.
“We talk about a corporate purpose of restoring lives, businesses, and communities. And we do it hundreds of thousands of times a year. But it really hits home when you understand the impact that one claim has on one individual's life … it is really important to remember that,” he says.
Rolling with the punches is as important to a great career trajectory as it is in dealing effectively with insurance claims.
“It's an industry where you really have to continue to learn and adapt and evolve as you're trying to keep pace and keep ahead of the market.”
Smith has personal experience in how important handling a claim well can be for those who suffer a loss.
After a lightning strike burned his friend’s cottage to the ground, Crawford ended up being the adjuster for the case.
“He was literally faced with just a pile of ashes and didn't know what to do.”
Smith needed to tread gently and avoid getting involved in a loss that an employee was handling, but the friend called after the assessment with a glowing report. The Crawford adjuster had spent two hours walking the site, explaining the process and comforting the insured and his wife that while the situation was traumatic and devasting today, there would be a day when the cottage would be rebuilt, and they could enjoy life in it again.
“It was pretty gratifying a couple of years later for me to be invited up to that cottage and see, in real terms, what it was like, for a good friend’s life to have been restored and brought back exactly the way his insurance company said it would be.”
Each week, Smith gets dozens of letters and emails from policyholders and customers heaping praise on Crawford employees who have done exceptionally well and have positively affected their claims experience. But he always keeps the lightning-strike experience top of mind to remind him of what a difference the claims management process can make.
“We're trusted to help shepherd [insureds] through that process and get their lives back to the way they were before the loss happened.”
Over his career, Smith has worked in the majority of the functional areas inside the Canadian organization, giving him an insider’s view of how each cog plays an important part in the broader machine.
“That really helps me make decisions as a leader of the organization, and also share resources with those teams to recognize the work that has to happen and the effort that has to go into delivering the service to our customers,” he says.
But one experience that stands out is a relatively short period leading a special project that didn’t quite go to plan.
“[It gave me] the practical experience of not just building a business unit, but also managing through setbacks, adversity, and the change that comes with trying to build something new and not getting it right the first time,” he says.
Some of the most valuable lessons of his career came out of that period of discovering what wasn't working according to plan and thinking through how to adapt and achieve goals via a different path than planned at the outset.
Spotlight
The velocity and size of claims in the Canadian market has accelerated of late, making adaptability an even more essential skill.
“Anyone who works in claims will tell you that no two days are the same, and that has rung true over the last five or six years in the Canadian industry. We're absolutely dealing with a pace and size of catastrophic events that aren't typical for the Canadian marketplace.”
He points to such areas as cyber claims related to issues in the global supply chain or claims around traditional lines like water, fire, and wind as examples.
“The entire insurance claims supply chain, whether it's repairing cars, restoring homes, or even taking contentious claims through litigation – every aspect of the industry has faced some challenges and created some obstacles that we, as claims professionals, have had to overcome,” says Smith.
Against this background of rapid change, consumer expectations of the insurance carriers in Crawford’s stable have never been higher. Smith sees this as raising the stakes for the importance of fulfilling the promise in the insurance contract.
“It's really important for us as an organization and as an industry to bring in the expertise and the talent and the know-how that it takes for us to continue to keep ahead of the changes and keep pace with the industry as it continues to evolve.”
Bio
Spotlight
Milestones
Media
Accolades
Company Profile
Years IN THE INDUSTRY
25
CAREER HIGHLIGHT
Traveling to the UK to visit Crawford's team in London and touring the famous Lloyd's building
Favourite quote
Greg Smith
President at Crawford & Company (Canada) Inc.
The president of Crawford & Company (Canada) has spent a career learning and adapting to market change, delivering through challenges thick and fast as insurance evolves at an ever-quickening pace
Read on
“It's an industry where you really have to continue to learn and adapt and evolve as you're trying to keep pace and keep ahead of the market”
Greg Smith, Crawford & Company (Canada)
Share
Milestones
2011
2012
2015
2016
2021
Curabitur feugiat eget leo id tempus. Maecenas commodo, nibh at ultricies pulvinar, ipsum erat porta metus, et tempus justo tellus euismod dolor.
2012
Curabitur feugiat eget leo id tempus. Maecenas commodo, nibh at ultricies pulvinar, ipsum erat porta metus, et tempus justo tellus euismod dolor.
2015
Curabitur feugiat eget leo id tempus. Maecenas commodo, nibh at ultricies pulvinar, ipsum erat porta metus, et tempus justo tellus euismod dolor.
2016
Curabitur feugiat eget leo id tempus. Maecenas commodo, nibh at ultricies pulvinar, ipsum erat porta metus, et tempus justo tellus euismod dolor.
2021
Still waters run deep at Crawford
Karen Adams has had a remarkable journey to her current role as CEO of Fundserv. Originally from Toronto, Adams earned a bachelor’s degree in mathematics and economics at Queens University, followed by an MBA in international finance at the University of British Columbia. After graduating, she set off across the globe, holding various positions with HSBC that took her to London, Dubai, Hong Kong, Beijing, Shanghai, Seoul and Mumbai.
That global experience gave Adams a unique perspective, prompting her to develop a leadership style that’s based on developing relationships with each individual, listening and understanding to help them reach their potential. That approach goes well beyond her own team, allowing Fundserv to succeed in creating solutions for its members.
“Having worked in many different countries, people ask if I am an expert in multicultural leadership,” Adams says. “I always say there is no such thing because that assumes you manage people based on their background. I have learned that people all want the same things: to develop our careers, give our kids a good future, etc. When she returned to Canada learned that people all
Early experience in the marketing and communications section helped him build a strong knowledge of the organization, as well as valuable exposure to both issues of the day and how they affected clients in the marketplace – his delivery of the Crawford message doesn’t miss a beat.
Like athletes at the top of their game, Smith makes it look like an easy matter to run the second-largest international Crawford operation by revenue outside of the US for the leading global provider of claims management. But dig a little deeper and it becomes clear that underlying the mailroom-to-boardroom story are skills that were honed through a lifetime of adapting to constant change.
Smith has taken some unexpected turns, but smoothed them out effectively enough to gain the confidence to lead the company. In a sense, it is similar to what insurance itself does every day.
“We talk about a corporate purpose of restoring lives, businesses, and communities. And we do it hundreds of thousands of times a year. But it really hits home when you understand the impact that one claim has on one individual's life … it is really important to remember that,” he says.
Rolling with the punches is as important to a great career trajectory as it is in dealing effectively with insurance claims.
“It's an industry where you really have to continue to learn and adapt and evolve as you're trying to keep pace and keep ahead of the market.”
“It was pretty gratifying a couple of years later for me to be invited up to that cottage and see, in real terms, what it was like, for a good friend’s life to have been restored and brought back exactly the way his insurance company said it would be.”
Each week, Smith gets dozens of letters and emails from policyholders and customers heaping praise on Crawford employees who have done exceptionally well and have positively affected their claims experience. But he always keeps the lightning-strike experience top of mind to remind him of what a difference the claims management process can make.
“We're trusted to help shepherd [insureds] through that process and get their lives back to the way they were before the loss happened.”
Smith has personal experience in how important handling a claim well can be for those who suffer a loss.
After a lightning strike burned his friend’s cottage to the ground, Crawford ended up being the adjuster for the case.
“He was literally faced with just a pile of ashes and didn't know what to do.”
Smith needed to tread gently and avoid getting involved in a loss that an employee was handling, but the friend called after the assessment with a glowing report. The Crawford adjuster had spent two hours walking the site, explaining the process and comforting the insured and his wife that while the situation was traumatic and devasting today, there would be a day when the cottage would be rebuilt, and they could enjoy life in it again.
Spotlight
The velocity and size of claims in the Canadian market has accelerated of late, making adaptability an even more essential skill.
“Anyone who works in claims will tell you that no two days are the same, and that has rung true over the last five or six years in the Canadian industry. We're absolutely dealing with a pace and size of catastrophic events that aren't typical for the Canadian marketplace.”
He points to such areas as cyber claims related to issues in the global supply chain or claims around traditional lines like water, fire, and wind as examples.
“The entire insurance claims supply chain, whether it's repairing cars, restoring homes, or even taking contentious claims through litigation – every aspect of the industry has faced some challenges and created some obstacles that we, as claims professionals, have had to overcome,” says Smith.
Against this background of rapid change, consumer expectations of the insurance carriers in Crawford’s stable have never been higher. Smith sees this as raising the stakes for the importance of fulfilling the promise in the insurance contract.
“It's really important for us as an organization and as an industry to bring in the expertise and the talent and the know-how that it takes for us to continue to keep ahead of the changes and keep pace with the industry as it continues to evolve.”
YEARS IN THE INDUSTRY
25
CAREER HIGHLIGHT
Traveling to the UK to visit Crawford's team in London and touring the famous Lloyd's building
Karen Adams
President and CEO at Fundserv
Before becoming CEO of Fundserv, Karen Adams held a variety of leadership roles around the world – and she learned that listening and understanding are key to both providing service and developing talent
Read on
Share
Share
Milestones
2011
2012
2015
2016
2021
Curabitur feugiat eget leo id tempus. Maecenas commodo, nibh at ultricies pulvinar, ipsum erat porta metus, et tempus justo tellus euismod dolor.
2012
Curabitur feugiat eget leo id tempus. Maecenas commodo, nibh at ultricies pulvinar, ipsum erat porta metus, et tempus justo tellus euismod dolor.
2015
Curabitur feugiat eget leo id tempus. Maecenas commodo, nibh at ultricies pulvinar, ipsum erat porta metus, et tempus justo tellus euismod dolor.
2016
Curabitur feugiat eget leo id tempus. Maecenas commodo, nibh at ultricies pulvinar, ipsum erat porta metus, et tempus justo tellus euismod dolor.
2021
Still waters run deep at Crawford
Karen Adams has had a remarkable journey to her current role as CEO of Fundserv. Originally from Toronto, Adams earned a bachelor’s degree in mathematics and economics at Queens University, followed by an MBA in international finance at the University of British Columbia. After graduating, she set off across the globe, holding various positions with HSBC that took her to London, Dubai, Hong Kong, Beijing, Shanghai, Seoul and Mumbai.
That global experience gave Adams a unique perspective, prompting her to develop a leadership style that’s based on developing relationships with each individual, listening and understanding to help them reach their potential. That approach goes well beyond her own team, allowing Fundserv to succeed in creating solutions for its members.
“Having worked in many different countries, people ask if I am an expert in multicultural leadership,” Adams says. “I always say there is no such thing because that assumes you manage people based on their background. I have learned that people all want the same things: to develop our careers, give our kids a good future, etc. When she returned to Canada learned that people all
Early experience in the marketing and communications section helped him build a strong knowledge of the organization, as well as valuable exposure to both issues of the day and how they affected clients in the marketplace – his delivery of the Crawford message doesn’t miss a beat.
Like athletes at the top of their game, Smith makes it look like an easy matter to run the second-largest international Crawford operation by revenue outside of the US for the leading global provider of claims management. But dig a little deeper and it becomes clear that underlying the mailroom-to-boardroom story are skills that were honed through a lifetime of adapting to constant change.
Smith has taken some unexpected turns, but smoothed them out effectively enough to gain the confidence to lead the company. In a sense, it is similar to what insurance itself does every day.
“We talk about a corporate purpose of restoring lives, businesses, and communities. And we do it hundreds of thousands of times a year. But it really hits home when you understand the impact that one claim has on one individual's life … it is really important to remember that,” he says.
Rolling with the punches is as important to a great career trajectory as it is in dealing effectively with insurance claims.
“It's an industry where you really have to continue to learn and adapt and evolve as you're trying to keep pace and keep ahead of the market.”
From those forums, a common theme arose that has plagued the industry for years: the amount of paper required in transactions.
“We have a motto to ‘axe the fax,’ and we saw this opportunity where members didn’t want their staff going into the office, but there are still physical cheques going back and forth,” Adams explains. “We put in place, in just six months, Ad-Hoc Money Movement [A$M]. We responded to the industry and are in the process of replacing cheques, which I think is awesome. We launched in January and have seen so much volume. We think ultimately we are keeping people healthier by not having to travel into the office.”
Spotlight
The velocity and size of claims in the Canadian market has accelerated of late, making adaptability an even more essential skill.
“Anyone who works in claims will tell you that no two days are the same, and that has rung true over the last five or six years in the Canadian industry. We're absolutely dealing with a pace and size of catastrophic events that aren't typical for the Canadian marketplace.”
He points to such areas as cyber claims related to issues in the global supply chain or claims around traditional lines like water, fire, and wind as examples.
“The entire insurance claims supply chain, whether it's repairing cars, restoring homes, or even taking contentious claims through litigation – every aspect of the industry has faced some challenges and created some obstacles that we, as claims professionals, have had to overcome,” says Smith.
Against this background of rapid change, consumer expectations of the insurance carriers in Crawford’s stable have never been higher. Smith sees this as raising the stakes for the importance of fulfilling the promise in the insurance contract.
“It's really important for us as an organization and as an industry to bring in the expertise and the talent and the know-how that it takes for us to continue to keep ahead of the changes and keep pace with the industry as it continues to evolve.”
Fundserv is the indispensable connectivity hub for the Canadian investment industry. Headquartered in Toronto, we electronically connect Manufacturers, Distributors, and Intermediaries, enabling them to buy, sell, and transfer investment funds. With more than 100 employees, Fundserv serves hundreds of members—executing up to 63 million yearly network transactions—and provides online access to more than 70,000 investment fund products.
Established in 1993, Fundserv is a private corporation that is owned by the industry we serve. Our 10 shareholders are a cross-section of Manufacturers, Distributors, and Service Providers who represent our members.
We operate using a cost-recovery model, meaning any unused profit may be rebated back to our members. In addition to our network and applications, we lead and facilitate industry committees and working groups that promote automation initiatives and establish the industry’s electronic standards.
By ensuring every trade is processed timely, accurately, and securely, Fundserv has rightfully earned a reputation for service excellence—a hallmark of more than 25 years in the investment industry.
Company Profile
YEARS IN THE INDUSTRY
25
CAREER HIGHLIGHT
Traveling to the UK to visit Crawford's team in London and touring the famous Lloyd's building
Karen Adams
President and CEO at Fundserv
Career highlight
Before becoming CEO of Fundserv, Karen Adams held a variety of leadership roles around the world – and she learned that listening and understanding are key to both providing service and developing talent
Read on
IN Partnership with
In Partnership with
An accelerating pace of change
When lightning strikes
When lightning strikes
Published 06 Nov 2023
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Copyright © 2023 KM Business Information Canada Ltd
Contact Us
Specialty
Best in Insurance
Resources
Risk Management
TV
News
CA
RSS
Sitemap
Contact us
About us
Conditions of Use
Privacy policy
Terms & conditions
People
Copyright © 2023 KM Business Information Canada Ltd
Contact Us
Specialty
Best in Insurance
Resources
Risk Management
TV
News
CA
Copyright © 2023 KM Business Information Canada Ltd
RSS
Sitemap
Contact us
About us
Conditions of Use
Privacy policy
Terms & conditions
People
When lightning strikes
– Winston Churchill
"When you are going through hell, keep going"
“Focusing on a great employee culture means we're able to attract really top-tier talent to the organization and keep that talent”
Greg Smith, Crawford & Company (Canada)
The path to success can take many detours
Giving employees something concrete to hold on to
Smith sees the intangibility of insurance as a product as one factor that makes building a strong culture in the organization essential. Focusing on employees and giving them rewarding careers with growth potential allows Crawford to build a team that adds value inside its client organizations and to retain valuable staff.
“Focusing on a great employee culture means we're able to attract really top-tier talent to the organization and keep that talent,” says Smith.
Smith himself was a person who never imagined a career in insurance, much less one that spans 25 years at one firm. Yet he has thrived.
“Not really having it on my radar when I was pursuing my degree, it's been a pleasant surprise to see how much opportunity and how much growth there has been for me in the industry over such a long and fulfilling career.”
2019
2020
2021
2022
2023
Appointed to the governing council of the Insurance Institute of Ontario
2019
Crawford wins IBC award as an Insurance Industry Employer of Choice
2020
Completed acquisition of edjuster, a contents valuation and service platform
2021
Appointed president, Crawford Canada, responsible for leading operations across all business lines nationally
2022
Completed the Rotman-ICD Directors Education Program
2023
Milestones
Insurance Business Canada Award for Excellence in Claims Service
2019
Insurance Business Canada Insurance Industry
Employer of Choice
2020
HRD Canada Best Places to Work
2022
Achiever's 50 Most Engaged Workplaces
2023
Accolades
Find out more
Find out more
75%
proportion of women in executive leadership roles (in Canada)
35+
number of offices across Canada
USD$97,766m*
revenue from Canadian operations
1,000+
number of employees across Canada
1966
founded and incorporated
Solving claims challenges through innovation and expertise
For more than 80 years, Crawford has led the industry through a relentless investment in people and the innovative tools that empower them. This unique combination enables us to provide unrivalled claims-management solutions to insurance carriers, insurance brokers, and corporations worldwide.
• loss adjusting
• third-party administration
• managed repair
• on-demand services
• catastrophe response
Company Profile
IN Partnership with
*Canadian revenues before reimbursements for the twelve months ended December 31, 2022, as reported in the Crawford & Company Form 10-K filed on March 6, 2023, with the US Securities and Exchange Commission
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