As the global risk landscape grows more complex, Crawford is sharpening its focus on what has always differentiated our business: deep claims expertise delivered at scale, supported by technology and amplified by local knowledge. The company’s new two-division operating model marks an important structural evolution, as we look to enhance value for clients worldwide.
A structure built around clients
Crawford’s move to a two-division structure – US Operations and International Operations – reflects our commitment to accelerating our client-centric strategy. By simplifying reporting lines and aligning leadership more closely with market dynamics, the structure enables faster decision-making, greater accountability and improved responsiveness.
Bringing Canada into the broader International team, while maintaining close collaboration with US colleagues, creates a more cohesive operating model for multinational clients. The objective is to maintain a clearer, more integrated client relationship model, that allows Crawford to deliver consistent service standards globally while tailoring solutions to local regulatory, cultural and market environments.
For clients operating global programs, the two-division structure demonstrates that Crawford can mobilize expertise quickly, coordinate across geographies seamlessly and provide targeted service models suited to each market’s specific needs.
Delivering value globally
Crawford’s extensive geographic footprint remains one of its most powerful advantages. In a world where many claims, and in particular, large, complex or specialty losses, require on-site assessment and in-person interaction, the company’s global network provides that critical on-the-ground presence.
This is particularly relevant for multinational carriers, brokers and corporate clients operating across multiple jurisdictions. Claims are rarely uniform across regions, while legislative frameworks and cultural expectations differ. Crawford’s local expertise, combined with our global capabilities, allow us to navigate these complex dynamics simply and effectively.
Technology enhances this capability further. Digital tools, data analytics and AI-driven workflows create efficiency and insight, while the cornerstone of our operations remains the expertise represented across out teams. For multinational clients, this blend of human expertise and technological augmentation – Crawford’s Technology + People approach – provides both confidence and consistency.
A strong London Market presence
Within Crawford’s International division, London continues to play a pivotal role. Lloyd's and the broader London insurance market remain central hubs for global and multinational programmes. The concentration of carriers, brokers and specialty expertise in EC3 makes it a strategic focal point.
Crawford maintains a strong presence in London and views investment in global capability as essential to serving this market effectively. The goal is a seamless experience for carriers, brokers, corporate clients and Lloyd’s syndicates, particularly on complex and specialty risks that demand coordinated, cross-border handling.
As global risks evolve, from climate-related losses to emerging industries, this ability to provide high-end technical adjusting expertise across multiple territories becomes a an even clearer differentiator for Crawford.
Competing in a talent-constrained environment
The claims and loss adjusting sector is intensely competitive, and the “war for talent” is real. Years of underinvestment across the insurance industry have created a shortage of experienced claims professionals, particularly in the medium- to high-end adjusting space. Crawford is addressing this challenge head-on.
A key focus across the International division is the expansion of our specialist and high-end adjusting capabilities. As industries evolve, data centres being one prominent example, new risk profiles emerge that require highly technical expertise.
Crawford is investing in specialist practices and large-loss markets globally, so it can respond to increasingly complex claims scenarios. We continue to invest heavily in training from within while also recruiting high-grade individuals and teams and pursuing strategic acquisitions. Crawford sees talent development as a cornerstone or our ability to safeguard our long-term relevance.
At its core, claims management is a people-led activity. While automation and AI can streamline workflows, complex losses, specialist claims and large-loss scenarios demand deep technical expertise and judgment. Our commitment to attracting, training and retaining skilled professionals positions us strongly in a talent-constrained market.
Growing the TPA proposition
Another significant growth area is third-party administration (TPA). TPA services are expanding across the London market, corporate self-insured clients and carrier outsourcing arrangements. Crawford sees substantial opportunity in providing flexible claims management solutions beyond traditional loss adjusting.
Clients today want choice. Some require full-service adjusting, while others seek outsourced claims administration. Increasingly, our clients want modular, scalable solutions tailored to specific portfolios or geographies. Crawford’s broad suite of claims services, which spans adjusting, TPA and platform-based solutions, allows our clients to select the model that best meets their operational and financial objectives.
Technology and AI: augmenting not replacing
Insurance claims have historically lagged other sectors, such as banking, in technology adoption. That is changing rapidly, and Crawford is at the forefront.
The company is investing in both proprietary and acquired technologies, including AI and large language models, to drive efficiency and generate data-driven insights. Multi-generational AI capability is being explored to enhance the claims experience for end users.
However, Crawford’s philosophy is clear: technology should augment professional skill, not replace it. By automating routine or lower-complexity tasks, technology frees skilled adjusters to focus on high-value activities that require experience and judgment. That precise and considered balance of automation and human expertise is central to Crawford’s strategy.
Where the biggest opportunities lie
Looking ahead, we see significant opportunities to continue to strengthen our ability to serve our clients in three areas: enhancing our TPA offering, deepening medium- and high-end technical adjusting capability, and leveraging technology to deliver a more integrated claims experience.
The shortage of skilled professionals across the industry as mentioned presents both a challenge and an opportunity. Companies willing to invest in talent development, recruitment and acquisitions will be best positioned to strengthen their market position. That is why Crawford has a sustained commitment to talent investment.
At the same time, the modernization of claims through AI and digital platforms creates scope to expand our market proposition. By offering a suite of products and services that extend beyond traditional adjusting, we are able to serve a wider range of client needs, from automated, high-volume claims processing to complex, large-loss scenarios requiring global coordination.
Ultimately, Crawford’s value it dependent on its ability to combine global reach, local expertise, specialist talent and intelligent technology to deliver consistent, high-quality claims solutions in an increasingly demanding world.
Recently published in Insurance Business: An integrated model for a complex risk world
