John Holmes establishes law firm Thompson & Holmes in Christchurch, known today as Lane Neave

Embracing challenges

In a rapidly changing and ever-more challenging market, Crawford & Company’s female leaders are stepping up to meet some of the insurance industry’s most formidable challenges. Andrea Aitken, Heather Matthews, Kelly Stevens, and Cortney Young all play key roles in Crawford’s executive team – three-quarters of whom are women. They share a drive to always find better ways to serve its customers, old and new. It’s an approach that’s underpinned the business for more than 80 years, during which it has built a second-to-none reputation for the way in which it adjusts claims across a range of industry verticals for insurance carriers, corporate entities, and all levels of government services. The company provides an impressive array of services – including loss adjusting, third-party administration, managed repair, on-demand services, and catastrophe response.

From its Canadian headquarters in Ontario, Canada, and across a network of over 35 offices, Crawford’s executive team leads a staff of over 1,000, who deliver tailored solutions to address some of the industry’s most pressing issues.

The importance of accuracy in claims management in dealing with cases that have such a profound impact on rebuilding the lives of those affected cannot be overestimated. Yet issues persist in the insurance industry around data entry, loss estimation, and documentation, which left unchecked can potentially lead to financial losses and inefficiencies, as well as damaging client trust. “To combat this, insurers should adopt digital tools, enhance quality control, and leverage AI-driven analytics to improve precision and protect against operational impacts,” advises Cortney Young, who joined the business in 2001 and is its senior vice president of platform solutions & contractor connection.

She continued: “As technology continues to advance, we’ll be able to offer more streamlined, efficient, and personalized services, making the claims process faster and more transparent for our clients. “Knowing that we’re streamlining processes and helping people recover quickly after a loss is incredibly fulfilling. By combining personalized service with cutting-edge technology, we ensure each client gets tailored solutions. We are always raising the bar on service to find better ways to serve our clients – we are change champions in the industry.”

A complex market calls for technical expertise, and this is certainly true for the claims-adjusting sector, where it is critical in interpreting data. “Our adjusters bring deep knowledge, experience, and insight to the table, particularly when dealing with large and complex claims that require specialized insight,” says Kelly Stevens, Crawford’s senior vice president of loss adjusting. Crawford’s integration of advanced technologies such as artificial intelligence, machine learning, and data analytics, will assist in the continued evolution of the industry, Stevens believes. “These tools will further streamline claims processes,” she says, “allowing us to provide even faster and more accurate service and also help us better predict risks, improve fraud detection, and enhance our ability to offer tailored solutions to our clients.”

Spotlight

Among the key challenges the insurance business currently faces are capacity issues, chiefly insufficient staffing and inadequate resources, as Crawford’s chief client officer, Heather Matthews, explains. “The increased frequency of catastrophic events, coupled with a concerning trend of experienced adjusters leaving faster than new recruits joining the field, continues to take a toll in the industry,” she says. “The lack of staff resources is leading to delays in claims processing, reduced customer satisfaction, and potential financial loss due to incorrect adjudication decisions.” Crawford is providing additional capacity from the independent adjuster ranks and offering digital platforms that expedite the estimate review process, as well as AI-powered claims triage, says Matthews, who has been with the company for 32 years. “I truly believe in the power of the team and how they can contribute,” she shares. “We restore lives, businesses, and communities through adjudicating and settling claims. Our people are passionate about what we do and deliver on our promise 24/7. Where I think that we can add value and differentiate going forward is around specialized expertise, technology, and catastrophe management.”

Headquartered in Ontario, Canada, with a proud 80-year history of global experience, Crawford & Company is an independent firm that adjusts claims across industry verticals for insurance carriers, brokers, corporations, and all levels of government. Its services include loss adjusting, third-party administration, managed repair, on-demand services, and catastrophe response, solving claims challenges through innovation and expertise. An industry leader, Crawford’s relentless investment in people and the innovative tools that empower them enables it to provide what it considers unrivalled claims-management solutions. More than a thousand staff, working from over 35 offices across Canada, are dedicated to the business.

Company Profile

10,000+

Number of employees globally

1,000+

NUMBER OF EMPLOYEES IN CANADA

75%

Proportion of women in executive leadership roles (in Canada)

35+

NUMBER OF OFFICES IN CANADA

US$96,374*

REVENUE FROM ITS CANADIAN OPERATIONS

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“We restore lives, businesses, and communities through adjudicating and settling claims. Our people are passionate about what we do and deliver on our promise 24/7”

Heather Matthews, Crawford & Company

“We are always raising the bar on service to find better ways to serve our clients – we are change champions in the industry”

Cortney Young, Crawford & Company

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.

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Karen Adams

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2021