Unlocking efficiency in freight claims management

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How Crawford & Company is revolutionizing the claims game

AT CRAWFORD & COMPANY, the foundation of their success lies in a relentless pursuit of efficiency. As a global leader in claims management solutions for insurance companies and self-insured entities for over 80 years, Crawford is a long-time trusted partner in managing and resolving complex insurance claims. With a presence in over 70 countries and a diverse team of skilled experts, they are wholly dedicated to delivering seamless claims management solutions to all clients and customers. Their immense expertise in the increasingly complex freight claims sector is invaluable. According to research from Crawford, there are 400,000 trucking accidents annually in the US, leading to a 20 percent average premium increase for commercial trucking auto insurance. With accidents continuing to occur and prices rising, it’s crucial for drivers to get their affairs in order or risk losing time, money, and patience in dealing with complex cargo claims.

Crawford & Company is a global leader in providing claims management solutions to insurance companies and self-insured entities. With experience spanning over eight decades, the company has established itself as a trusted partner in managing and resolving complex insurance claims across various industries. Present in over 70 countries with a network of skilled professionals, Crawford & Company delivers seamless claims management solutions on a global scale. This enables the company to respond swiftly to client needs while providing localized expertise. Crawford & Company offers a wide range of services including claims management, risk management, catastrophe response, third-party administration, and more.

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“Our results are more accurate because of the analytical processes involved. We’re also hyper-focused on those garden-variety claims with fewer touch points”

Cheri McGonagill, Crawford & Company

Insurance Business recently spoke with two of Crawford’s leaders, Valorie Steinbeck, senior casualty general adjuster, and Cheri McGonagill, area manager, field operations. Steinbeck, with experience spanning from the legal sector to insurance defence and estate planning, is passionate about cargo claims because all unrecovered claims directly impact a company’s bottom line. McGonagill, with over 20 years of experience in various specialized fields, focuses on helping client relations and providing tailored support, underpinned by her deep knowledge of the transportation sector.

Both Steinbeck and McGonagill are part of Crawford’s Commercial Transportation Unit (CTU), launched to streamline the claims process for clients, making it as efficient and hassle-free as possible. The CTU’s success is rooted in its diversity – each team member brings their own unique skills and background to the table, enabling the unit to cater to any client’s needs. “None of us know everything,” explains Steinbeck. “By creating a close-knit team of adjusters, we work together. [That means] if someone on the scene has a question about cargo, they have a lifeline they can call for those answers. Unlocking efficiency is our key focus, and we want this process

to be efficient for all our customers. The only way to do that is by providing the best service, skills, and knowledge to solve any problems that might occur and the damage that might exist.”

As industry trends continue to evolve, so does Crawford and the CTU’s claims handling and client relations. According to Crawford’s research, 90 percent of customers consider an effective claims processing system as a top factor when choosing an insurer. “As Crawford evolves and keeps pace with global freight changes, transparency and visibility are key,” says Steinbeck. “Data analytics play a huge role. We strive to exceed expectations by building digital portals and streamlining documentation. Many motor carriers are moving to cloud-based platforms, making access to documentation easier and faster. These platforms also reduce claim life cycles and resolve matters more efficiently.”

“Unlocking efficiency is our key focus, and we want this process to be efficient for all our customers”

Valorie Steinbeck, Crawford & Company

With a dedicated team of industry leaders possessing diverse knowledge bases, the CTU is perfectly poised to navigate the challenges of the freight claims sector. Accidents often occur without warning and leave a trail of devastation in their wake, but Crawford’s 24/7 response team is always on hand to guide clients through the chaos, helping them make sense of the complex claims management process. “Within our commercial transportation unit, we have coverage across the US,” says McGonagill. “We have dedicated

field experts, not just desk analysts. At Crawford, we employ full-time W-2 field staff, rather than a 1099 network, ensuring quality and consistency in our services. “Our team stays acutely aware of our trucking industry exposure at all levels, both in the US and Canada. Our expertise averages 19 years of experience – and you really can’t buy that.”

A look inside Crawford’s Commercial Transportation Unit (CTU)

Why Crawford & Company is the choice for you

Published August 12, 2024

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Within freight claims, there are countless moving parts – all of which make for a complicated and overwhelming process for clients. The CTU acts as the intermediary, meticulously managing every aspect to ensure a seamless and streamlined process. “It’s gathering documentation and examining the claim – determining if it’s reasonable, where the damage occurred, and whether analytics support the claim,” adds Steinbeck. “We bring all factors together, analyze them, determine fault, assess damages, and provide a comprehensive package. Our job is to help find resolutions and resources, resulting in a mutual agreement for all.”

‘Our job is to help find the resolutions to make that happen’

Crawford stays ahead by predicting and evolving with market trends, particularly the impact of technology on cargo and freight claims procedures. According to research from Celent, 84 percent of organizations, including insurers, believe investing in AI provides a competitive advantage. Furthermore, KPMG’s Generative AI Survey reveals 77 percent of insurance executives believe AI will have a more significant societal impact within the next three to five years than any other technology. “As a third-party administrator, technology makes everything more efficient,” adds McGonagill. “Our results are more accurate because of the analytical processes involved. We’re also hyper-focused on those garden-variety claims with fewer touch points – integrating analytics with AI allows us to assemble and settle pre-litigation cases quickly, reducing the time spent on each claim.”

Tech and trends in cargo claims management processes

The sudden and unexpected nature of accidents can hurt your business and your bottom line. Let Crawford’s industry-leading adjusters take the stress out of the complex claims management process. If you think you could benefit from Crawford’s expertise in cargo and freight claims management, book your free consultation today or call 866-420-1689.

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Source: Crawford & Company

employees globally

10,000

field resources

50,000

claims managed annually

$18 billion

countries

Operating in

Crawford & Company: A glimpse into operations

Source: Crawford & Company

Crawford’s Commercial Transportation Unit

Adjusters have an average of

of experience

19 years

Team managers have an average of

of experience

32 years

Over

handled in 2022

3,800 claims

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