Media

Larry Milburn: from temporary job to COO

Larry Milburn did not initially set out for a career in insurance. Fresh out of college, he joined Crawford & Company as a casualty adjuster trainee in Philadelphia, initially viewing the job as a stepping stone toward a career in law enforcement. “I started out in the insurance industry thinking it was going to be a short-term job before I became a police officer or an FBI agent,” Milburn recalls. However, the plethora of opportunities within Crawford soon captivated him, setting the stage for a long and fulfilling career. Milburn’s early years at Crawford were marked by a rapid acquisition of skills and responsibilities. Moving seamlessly between casualty and property adjusting, he leveraged his construction background to excel in property claims. “I was self-taught on the estimating platforms and became a multi-line adjuster in my second or third year at Crawford,” he notes. This versatility earned him his first managerial role, quickly followed by a promotion to branch manager in Wilkes-Barre, Scranton, Pennsylvania.

After spells as a managing director in the tri-state area and later vice president of the Northeast region, he moved into his most high-profile role yet. “In 2020, we started talking about the COO role for the US loss adjusting division, and that’s currently where I am. It’s been a great journey full of opportunities,” Milburn states, reflecting on the significant milestones in his career.

Milburn’s care also extends to the customers he serves at Crawford & Company. In claims where clients are often facing significant personal losses – be it from a house fire, flood, automobile accident, or general liability claim – Milburn emphasizes the importance of compassion. “Customers are having a bad day, and it’s our job to show empathy and get them to where they were prior to the loss.” This commitment to client well-being is reflected in Crawford’s approach to training. The company has implemented mandatory empathy training courses, recognizing that handling claims involves more than just processing paperwork and writing estimates. “We had empathy training courses this year and made two of the courses mandatory in the first six months,” says Milburn. The skills taught in these courses are fundamental to a successful career in loss adjusting, and some people found the classes to be a real challenge. “They were difficult, and many people didn’t pass on the first try,” Milburn says. This is exactly why training like this is so important – Crawford wants its adjusters to be fully prepared and equipped to handle situations delicately and with empathy.

Working in the claims industry means grappling with the expectations of an on-demand society. “The biggest challenge we have today is educating policyholders and claimants that investigating, evaluating, and negotiating doesn’t happen in 24 hours,” notes Milburn. “People can have something they ordered from Amazon Prime delivered at their doorstep the next morning. People want their claims adjusted faster than they did 20 years ago,” he says. This is why Crawford strategically integrates technology into its processes to enhance the expertise of the adjuster, while expediting turnaround times. Despite the pressures of modern expectations, Milburn’s approach underscores that careful, empathetic handling of claims ultimately leads to better outcomes for everyone involved. “If you want to adjust a claim properly, fairly, and equitably, it does take time.” This intentional and careful approach to each claim, coupled with the appropriate technology, truly enhances the client and policyholder experience.

Milburn’s own career reflects this balance of dedication and patience. “The opportunities that have been presented to me at Crawford are fantastic. I won’t say they came without sweat, blood, and tears. I worked a lot when I was in my 30s and 40s to get to where I am today, putting in long hours to position myself for sharing my knowledge with the next generation,” he says.

Spotlight

Some may carry the misconception that a role in adjusting is transitional – but Milburn serves as proof of the incredible variety and growth such a career can offer. His dedication to Crawford goes beyond mere financial incentives, focusing on a deeper commitment to his team’s growth and success. “It’s my responsibility to provide a good career and a solid foundation for my team members so they can grow and achieve their goals in life. I take that very personally.” Milburn’s dedication to his team is evident in how he celebrates their milestones. He makes a point of recognizing employees who have been with Crawford & Company for 10, 25, or even 35 years. “I signed a bunch of anniversary letters yesterday with handwritten notes on them,” reveals Milburn. This personal touch not only acknowledges their hard work but also fosters a supportive environment. Milburn’s emphasis on empathy and loyalty helps build enduring relationships and mutual respect within his team.

Crawford & Company® is a leading global provider of quality claims management and outsourcing solutions with an expansive network of experts serving clients in more than 70 countries. Its unique ability to combine innovation and expertise advances its purpose to restore lives, businesses, and communities across the globe. For over 80 years, clients have trusted Crawford to care for their customers as a seamless extension of their brand, keeping the focus where it belongs – on people. More information is available at www.crawco.com.

Company Profile

1941

YEAR FOUNDED

10,000

EMPLOYEES

50,000

Field resources

Countries Crawford & Company operates in:

$18 billion

Claims managed annually

Bio

Spotlight

Milestones

Media

Accolades

Company Profile

Years of Experience

Tenure IN current position

January 2021 - present

Base

Macungie, Pennsylvania

Larry Milburn

Chief Operating Officer, US Loss Adjusting

Larry Milburn, chief operating officer of US loss adjusting at Crawford & Company, leads with a focus on client satisfaction and training the next generation of claims professionals, emphasizing empathy and continuous learning

Read on

“It’s my responsibility to provide a good career and a solid foundation for my team members so they can grow and achieve their goals in life. I take that very personally”

Larry Milburn, Crawford & Company

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

Karen Adams

President and CEO at Fundserv

Career highlight

Read on

IN Partnership with

1991

1995

1998

2001

2010

2021

Hired as casualty adjuster trainee – Crawford & Company, Philadelphia, PA

1991

Promoted to casualty supervisor, Crawford & Company, Philadelphia, PA

1995

Promoted to branch manager, Crawford & Company, Scranton, PA

1998

Emory University, Goizueta – Executive Education

2001

Promoted to regional vice president, Crawford & Company, Northeast region

2010

Promoted to chief operating officer, Crawford & Company, US field ops

2021

Milestones

Embracing loyalty and empathy in claims adjusting

Navigating challenges in an on-demand world

Published Sep 9, 2024

Find out more

“The opportunities that have been presented to me at Crawford are fantastic. I won’t say they came without sweat, blood, and tears. I worked a lot when I was in my 30s and 40s to get to where I am today”

Larry Milburn, Crawford & Company

Specialty

Best in Insurance

Resources

Risk Management

News

Favorite Quote

“What comes easy won’t last long, and what lasts long won’t come easy”

RSS

Sitemap

About us

Conditions of Use

Terms & conditions

People

Specialty

Best in Insurance

Resources

Risk Management

News

RSS

Sitemap

About us

Conditions of Use

Terms & conditions

People

Specialty

Best in Insurance

Resources

Risk Management

News

RSS

Sitemap

About us

Conditions of Use

Terms & conditions

People

Accolades

Non-Profit Board of Directors – Lower Macungie Youth Association, 2003–2015

Non-Profit Board of Directors – BCC, 2024

1991

1995

1998

2001

2010

2021

Hired as casualty adjuster trainee – Crawford & Company, Philadelphia, PA

1991

Promoted to casualty supervisor, Crawford & Company, Philadelphia, PA

1995

Promoted to branch manager, Crawford & Company, Scranton, PA

1998

Emory University, Goizueta – Executive Education

2001

Promoted to regional vice president, Crawford & Company, Northeast region

2010

Promoted to chief operating officer, Crawford & Company, US field ops

2021

Milestones