Collaboration at the heart of RESTORE 2025
The key to becoming fit for the future of managed repair lies not in individual effort, but in strong partnerships and the alignment of all stakeholders. That was one of the clear takeaways from this year’s Crawford Contractor Connection RESTORE Conference.
The one-day event attracted a record attendance. Four hundred participants, including clients and partners, came together at the Emirates Old Trafford Cricket Ground to learn from leaders from Crawford and the wider insurance market on topics ranging from sustainable claims solutions and navigating disrupted supply chains, to cyber security and managing the customer journey.
Yet despite the diversity of subjects addressed, the core role of collaboration in ensuring our market is future-ready was a consistent theme throughout.
Always looking ahead
In his opening address, Paul Lofkin, president, UK & Ireland, set the tone for the event highlighting the need to embrace innovative technology, elevate customer service and drive sustainability to build a greener future, while reiterating the need to ensure that Crawford is always seeking to “connect the claims value chain”.
His comments were echoed by Head of Contractor Connection, UK, Tony Derbyshire, who delivered a clear message that moving forward, collaboration will be critical to delivering on these goals.
“At the last RESTORE conference in 2023,” Tony said, “I laid out my expectations for the five best behaviors for successful contractors. All the metrics I’ve seen since then tell me that these have been listened to and applied, demonstrating the potential power of partnerships and collaboration.”
The power of collaboration
And it was clear from speaking to key sponsors of the RESTORE event, that all recognized that the future success in managed repair would no longer be about what works best for the supply chain, but rather what delivers the best outcomes for customers – success which would demand new levels of cooperation between contractors, loss adjusters, forensic experts, and technology providers.
Cotality: tech-driven cooperation
Speaking to Crawford at the event, Lee Nicholls, senior sales enablement consultant at Cotality, highlighted the importance of insurtech in facilitating transparent information-sharing across all parties in the claims process.
“Our perspective is this,” Lee said, “success in the future of managed repair requires clean, structured data. Cotality’s mission is to ensure that, by providing this consistent, aligned information, we enable adjusters, contractors, and surveyors to access precisely what they need, driving true cooperation and better customer outcomes.”
Jensen Hughes: early collaboration matters
Collaboration emerged as the driving theme in a forensic analysis breakout session delivered by Jensen Hughes, highlighting how subtle warning signs in fire and damage assessments can easily be missed and that effective partnerships between contractors, loss adjusters, and forensic experts are key to safeguarding claims integrity. Reinforcing this, Nicky Short, client relationship manager at Jensen Hughes Forensics, noted, “We know that fraud slows claims down and leads to higher costs for all involved, so we’re always open to offer a second opinion on images sent as claims substantiation, to prevent manipulated evidence from slipping through.”
Messenger: sharing platforms to simplify complex claims
Access to shared data was also seen as critical by Messenger Building Repairs Ltd, a company which is investing heavily in technology to create shared platforms that will enable all stakeholders to access the same claim information. Managing Director, Oliver McSharry said: “This approach is especially valuable for complex claims, where combined expertise can only lead to better resolutions for customers while also reducing complaints.”
Optera: building on intelligence
Highlighting the importance of working with reputable, experienced suppliers to enhance customer outcomes, Optera’s business development manager Matt Stockill also emphasized the key role of technology and AI in this context. “Right now,” he said, “Optera is actively building employee knowledge, and exploring applications of AI and advanced technology, especially for repetitive tasks, to maintain quality and accuracy for our customers.”
Partnering towards a single goal
There is no doubt from the discussions at the RESTORE Conference both on and off stage, that the future of managed repair lies in promoting greater connectivity and interaction at every phase of the process – whether through technology, shared expertise, or new business models – all with the single goal of making sure that every decision and innovation serves the customer first.
Driving home Crawford Contractor Connection’s commitment to this goal, Tony Derbyshire concluded by saying:
“By fostering partnerships, exploring shared platforms, and prioritizing technology that simplifies, we are laying the groundwork for a unified network that delivers true value for our customers.”
