Crawford’s GTS: setting the standard in property claims

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Crawford & Company's Global Technical Services (GTS) is a leading force in managing complex construction claims, offering bespoke, technically sound solutions. With a team of specialists, GTS delivers unmatched value and mitigates future risks

AS THE construction industry grows in scale and complexity, the need for expert claims management becomes more critical than ever. Crawford & Company’s Global Technical Services (GTS) division has firmly established itself as a market leader, offering unmatched expertise in handling high-value, technically complex claims. From water leaks that threaten structural integrity to fire- damage assessments and compliance with ever-evolving building codes, GTS addresses a wide array of risks that can impede project success. Rob Foster, construction sciences and practice lead at Crawford & Company, explains, “Construction projects are inherently risky, with each one presenting its own unique challenges. At GTS, we provide tailored solutions that not only address the specific needs of the claim but also offer broader risk management strategies.”

Crawford has nearly a century of experience in the global loss-adjusting space, with over 10,000 employees in over 70 countries. We are the largest publicly listed independent provider of claims management and outsourcing solutions globally. The world’s top insurers, brokers, and industry-leading companies trust Crawford's specialized division, Global Technical Services (GTS), to adjust their most complex commercial accounts and claims. Wherever and whenever losses occur, GTS taps Crawford’s vast network of employees and colleagues to form a customized, rapid-response team with the elite level of experience needed for the most challenging scenarios.

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“GTS isn’t meant for everyday property claims. If it’s a water leak in a home, a GTS expert isn’t necessary. But when you’re managing a 30-story hotel, that’s where Crawford’s GTS team excels”

Rob Foster, Crawford & Company

A key strength of Crawford’s GTS division is its ability to provide both global expertise and localized support. With operations in over 70 countries, Crawford & Company has established a robust network of specialists and more than 50,000 field resources, enabling them to respond swiftly and effectively to claims anywhere in the world. This unique combination means that clients receive tailored solutions that address their specific needs, no matter where they are located. Emphasizing the niche expertise of the GTS division, Foster shares, “GTS isn’t meant for everyday property claims. If it’s a water leak in a home, a GTS expert isn’t necessary. But when you’re managing a 30-story hotel, that’s where Crawford’s GTS team excels.” “We engage directly with the insured and collaborate with the mitigation contractor to establish a clear scope and upfront cost. We primarily strive to ensure that from the outset of the project, we have a mutual agreement in place, allowing us to execute the job correctly while adhering to all necessary standards,” Foster continues.

Recognizing that engagement can profoundly influence project outcomes, Crawford’s GTS division prioritizes efficient solutions for property-related claims. Foster explains the approach: “You have to look at every job independently and assess it on its own merits. We strive to determine the best path from point A to point B, so that the insured is taken care of as quickly as possible. Nobody wants their business to be shut down for months; if we can devise a solution that allows the project to be completed in two weeks, that’s our ultimate goal.” Foster further explains that this dedication to efficiency

does not come at the expense of quality: “We’re not trying to find the cheapest solution; we focus on the most beneficial approach while strictly adhering to applicable standards and laws.”

“If guidelines dictate that we need to remove drywall due to a specific category of water damage, we will do so rather than attempting to cover it up with paint.” By engaging early and collaborating closely with contractors, Crawford not only strives to comply with industry standards but also invests in building better relationships with restoration contractors. “If we can help them improve their work, it ultimately makes us better at what we do,” Foster adds. While GTS primarily deals with large and costly claims, Foster maintains that the exact threshold remains flexible. “Some clients want us involved for any claim over $10,000, while others may not call us until costs exceed $500,000.” This adaptability allows GTS to effectively respond to varying degrees of complex losses, which is especially beneficial since the full extent of damages is not always immediately evident following an incident.

Perhaps the most crucial benefit of Crawford’s GTS division is its ability to cut down claim times, leading to more favorable outcomes for all parties involved. Foster says, “Early engagement is essential. By evaluating not only visible damage but also any underlying issues, we can significantly shorten claim cycle times. This proactive approach enables clear communication with clients and adjusters at every stage of the process.” With years of experience, Foster and his team understand how claims typically unfold, allowing them to identify potential complications early on. “We’re not just looking at the water on the floor; we’re also evaluating the damage above it,” he explains, highlighting their thorough assessment process. This method not only addresses immediate damage but also considers inspections, code upgrades, and structural

integrity – factors that could extend the claims process. By addressing these elements upfront, GTS helps avoid unnecessary delays and costs. For example, Foster recalls an experience involving a fire in an older building, where he advised against restoration due to structural concerns. “Had I not said anything, they would have spent a lot of money repairing a building that needed to come down,” he reflects. This decision ultimately saved the client hundreds of thousands of dollars. Foster notes that the GTS team is motivated to care deeply about their work, emphasizing the importance of empathy in today’s claims environment. “It’s easy for firms to get caught up in dollar signs rather than the people actually impacted by significant losses.” For instance, while a high-rise owner may be able to “absorb a $150 million loss, the reality is that there are tenants living in the building – often numbering in the hundreds – who may suddenly find themselves without a home,” Foster says. This perspective underscores that it’s not just about repairing the physical structure for the business owner; it’s also about managing the expectations of those impacted and prioritizing their needs throughout the restoration process. GTS excels at balancing these priorities, which is crucial for achieving a successful resolution when handling claims.

Concept of home and real estate Property

Global reach, local expertise

Reducing claims times and leading with empathy

Published November 4, 2024

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“Early engagement is essential. By evaluating not only visible damage but also any underlying issues, we can significantly shorten claim cycle times. This proactive approach enables clear communication with clients and adjusters at every stage of the process”

Rob Foster, Crawford & Company

Where efficiency meets quality

large loss claims processed annually

Delivering excellence from around the world:

29K+

in indemnity dollars

$75.4B

average claim loss amount

$250K

End-to-end service: Offers comprehensive solutions from initial claims assessment to final resolution Global expertise: Leverages a worldwide network of professionals with deep technical knowledge in construction claims Customized solutions: Tailors services to meet the unique needs of each client, delivering effective risk management and resolution strategies Focus on risk mitigation: Emphasizes proactive risk management to prevent claims before they arise, protecting client interests Long-term partnership: Committed to building lasting relationships with clients, serving as a trusted advisor in navigating complex construction challenges

Key advantages of Crawford’s GTS division