As we look back on the last twelve months and the impact of the coronavirus on our daily lives, I can reflect with pride on Crawford’s commitment to restoring and enhancing lives, businesses and communities during one of the most challenging periods of my insurance period.
COVID-19 did not stop the commitment of our adjusters to ensuring the right outcome for clients and their customers. Throughout COVID-19 we always adhered to government guidance, followed social distancing and utilised remote technology wherever possible but sometimes that in-person experience is needed.
In recent years, Crawford has invested significantly in a range of new capabilities and processes designed specifically to facilitate and support our adjusters and this has enabled us to handle claims remotely, where required, during the pandemic. These include self-service apps for first notification of loss, artificial intelligence to enable more effective claims triage and automated claims resolution, and 3D technology that supports virtual walk-throughs of particular losses. All these capabilities are adjuster led and backed by our deep and eminent expertise.
Visits are often an essential part of an adjuster’s role as when a major incident strikes, whether that be in a home or factory, nothing can beat the first-hand experience of physically assessing the site. It allows our adjusters to give greater assistance to policyholders who are often distressed by the catastrophic event they have experienced and deliver on insurers’ promise under the terms of the policy.
Nothing can beat the first-hand experience of physically attending a loss location to undertake a survey of the site, damage and business impact, however, we also use virtual reality 3D modelling. This allows our team of experts and others involved, whether this be engineers, surveyors or accountants to deal with their aspect of the loss and specialism. The VR 3D modelling allows a virtual tour of the site including scaled drawings, measurements and imagery that can be viewed anywhere in the world.
Our adjusters around the world are always on standby, ready to spring into action and attend loss locations anywhere in the world. The commitment of our adjusters during the past year has been heroic and so many have been creative in finding ways to stay safe so they could social distance but still carry out those essential visits.
With £ billions of reserve under management at any one time, Crawford adjusters are the trusted partners to deliver.