Crawford

Catalysing customer-centric growth with a global insurer

Working with teams across the claims lifecycle, we helped reimagine what claim handling could look like, improving the user experience and deciding where AI could lead and where Crawford judgement and expertise delivered critical value.

Insurance Renew
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Client
Crawford
What we did
Omni-channel client experience.
Outcome
Claim handling costs down 27%.

Crawford was facing pressure from several directions. Tech startups were challenging established claims businesses, expectations of digital service were outpacing Crawford's ability to upgrade, and some clients were building loss-adjusting solutions in-house. Its expertise and global reach needed to be matched by a stronger digital experience.

We worked with Crawford’s international team to reimagine the full claim lifecycle for complex losses, from intake to triage and checks through to settlement. What began as a regional initiative became a global programme, now in development under global leadership.

The opportunity

The opportunity was to make claim information more accessible to everyone who needed it. For customers, that meant clear updates and reassurance during an uncertain and challenging time. For insurers, it meant visibility of their financial exposure and the position of each claim within a fast, intuitive system. For the Crawford teams, it meant having the right information to anticipate questions and respond confidently.

We brought those needs together in a shared digital experience that each stakeholder could easily access and use.

Building the solution - and piloting with live claims

We developed the product strategy and detailed experience together with Crawford’s teams, working alongside their Data and IT teams and partners to connect the ambition to the systems and requirements needed to deliver it.

We defined specific roles for AI to play within the end-to-end workflow, from summarising claim histories and meeting notes, checking details and flagging potential fraud, analysing losses against historic claims data and recommending next steps.

Crawford’s unique expertise remained involved through the process, for key checks and critical input on high-skakes decisions. AI would carry out the analysis and bring relevant evidence and recommendations to the surface. Crawford’s specialists would review those findings, apply their judgement and decide what action to take. We built that division of responsibility into the system requirements and guardrails, keeping expert oversight central to how the service works.

The initial pilot was adopted by Crawford's leading UK client - to test the solution in live workflows and ensure it delivered against the ambitious goals set at the start.

Creating new momentum

The programme began in Crawford’s international markets, outside the US. When the global business saw the proposed experience and iloyt results, it recognised its potential across the company and expanded the project to a global initiative coordinated centrally by the transformation team.

The product is now being built on the direction and requirements we developed together. The work gave Crawford a shared vision for its digital claims service and crucially a feasible and viable way to deliver it globally.

Next case

Turning leading expertise into powerful digital products

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Collaborate with us

Progress happens when great minds meet. We’re building a network of specialists who bring experience, energy and imagination to every stage of the work. If you could kindly fill out all the fields below, we’ll be in touch when there’s a project that feels like the right fit.

We’d love to hear about your experience and what you do best, what kind of projects you’re drawn to, or how you like to collaborate.

Thank you!

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