BIBA 2025, Europe’s largest insurance broking event is just around the corner, so Debbie Little, chief client officer, UK & Ireland, and Miles Hyland, head of strategic business development UK, reflect on the broker environment, what brokers will be looking for at BIBA 2025 and Crawford’s potential to help.
An ecosystem exists where brokers and claims professionals can together articulate the value we can deliver to policyholders. When the worst happens, policyholders rightly expect their claims to be managed with speed plus a customer-first blend of expertise and empathy.
Crawford’s purpose of restoring lives, businesses and communities is maintained through an unswerving focus on engaging the best people and empowering them with digital tools to meet and exceed customer expectations. It has also won us many awards and has allowed us to build partnerships with insurers and brokers across the world.
Engaging our broker partners early ensures we remain joined-up and focused on delivering great customer service and efficiency with skilled indemnity cost control. Our millions of captured data points allow us to provide insight and benchmarking not just post loss but also with pre-loss planning, risk assessment and mitigation.
Crawford’s impressive global reach offers world-class support for brokers, especially with larger clients. Our Corporate Client Practice comprises industry professionals with vast experience in major and complex claims. They actively manage brokers’ corporate accounts through regular meetings, claims notifications and escalations, generating claims management information and providing technical oversight. As a single point of contact for corporate clients, they can guide and advise on the many other Crawford services that will support successful outcomes.
Recognising that market reputation plays a part in cementing long-term relationships between brokers and their clients, Crawford is committed to add value for brokers by driving constant innovation as well as forging partnerships to keep us ahead of the claims management curve.
Our agility in delivering bespoke technology solutions quickly was proven in 2023 with the development of a proprietary automated system that cut livestock claims lifecycles from weeks to minutes. Our solutions have evolved further and in the upcoming SubSprintSM we are combining mobile technology, data science and AI to streamline damage assessments, optimise claim routing and applying the same powerful acceleration to subsidence claims management in the UK. Crawford’s environmental team has developed Zero to Landfill, an award-winning protocol driving sustainable soil management in pollution incidents.
March 2025 saw the UK launch of Crawford investment, Turvi, a new insurtech company established to address big challenges in the insurance claims process. Through intelligent use of innovative technology and SaaS solutions, Turvi’s powerful capabilities will directly impact the future of claims outcomes with faster workflows and decision making, improved customer experience and lower claims management costs.
Crawford is not just embracing change – we are building for the future. As we drive progress further into the digital age, technology like Turvi can only improve risk management, streamline administration and reduce claims costs – but not at the expense of customer satisfaction. Crawford will always combine technology with talented people to deliver the great customer outcomes that build broker confidence and enhance reputations.
