Crawford celebrates its 80th anniversary this year and both the company and world have changed a lot in that time. Client expectations are evolving, digitization has changed every aspect of our lives, and the pace of change around us is accelerating.
Clients and policyholders expect responsiveness. We can order a car, groceries, deposit a check, all from our phones. It’s not inconceivable or unfair for a consumer to expect the same from their insurance company and claims as well. They expect claims to be settled a lot of faster than in the past, and we as an industry must adapt to meet that expectation.
Crawford is responding with continued innovation in its tools and network solutions, with the likes of Digital Desk, a Crawford platform that lets insurers leverage resources for more complex claims; innovative inspection methods, such as virtual inspections and on-demand inspection tools available through WeGoLook; and initiatives such as Crawford Contractor Connection® managed repair solution, all gaining traction and playing a growing role in how we service claims.
Automation and other digital enhancements to the claim journey are continually being developed and deployed – not just to help us operate more efficiently but, more importantly, to help us meet the demands of the customer. However, as much as the insurance industry and clients' expectations have changed over the past eight decades, some things haven't changed. Many of the basic needs of clients are the same as they always have been.
We are in the claims industry. When we're working with claimants, they've often had one of the worst days of their lives. These claims require a level of empathy, a level of human touch. That's part of our legacy and we feel extremely proud of that. At Crawford, our purpose hasn't changed, which is to restore and enhance lives, businesses and communities.
The way we restore those lives, businesses and communities is taking a more digital form. That is, after all, what consumers are expecting of us now and will going forward. But when Jim Crawford formed this company back in 1941, he founded it on three principles: hard work pays, honesty and integrity above all, and finally, knowledge and creativity is power. Those principles stand true even today and they will continue to guide us into the future.
Ultimately, knowledge and creativity are what has led us to be an 80-year-old company, and what continues to drive our innovation and evolution as a business. Take any company in the world that has stood the test of time and been there for decades – it’s because it was founded on sound principles, because the bones and foundation of that company was solid.
The bones and foundation of our company are extremely solid. When clients work with us, they work with a company that has a tremendous legacy, that has a clear and great purpose, and that has a commitment to its employees, who ultimately deliver for our clients. The way we achieve this will always evolve with the times, but our principles will never need to change.