Meet our experts: Peggy Orlando
At Crawford, our people are the difference, and Peggy Orlando is a powerful example of how experience, empathy, and strong client partnerships come together to deliver lasting value. With more than 20 years of experience as an account executive, along with prior leadership experience in sales, underwriting, and customer service for carriers and MGAs, Peggy brings a broad industry perspective to every client relationship.
What Peggy does
As an account executive, Peggy is responsible for maintaining and growing relationships with client partners. She is especially proud to have worked with many of her clients for decades, reflecting the trust and strong partnerships built over time. Her work centers on delivering exceptional results while helping clients build programs designed for long-term success.
Peggy’s professional background also includes underwriting expertise, an Associate in Commercial Underwriting designation, and brokerage licenses in New York and Florida. This well-rounded experience gives her a valuable perspective on the many disciplines that contribute to successful insurance and recovery programs.
Expanding the role of subrogation
One misconception Peggy would like to change is that workers’ compensation subrogation professionals simply attach liens to claims. In reality, investigators and recovery representatives play a much broader role by investigating claims and negotiating the best possible outcomes for clients.
Peggy has also seen client partnerships become more integrated in recent years, with an increased focus on connecting modules from Praxis systems with client partner systems. If she could automate one part of the subrogation process, it would be asking basic subrogation-related questions at the time of first report, helping capture important information earlier in the process.
Lessons from experience
Although Peggy does not directly handle claims, she works closely with the management of case expenses. In one recent fire loss involving a manufacturer, the team achieved a favorable pre-trial settlement while keeping expenses limited. The matter demonstrated the value of thoughtful expense management alongside a strong recovery strategy.
For those beginning a career in subrogation, Peggy encourages them to embrace the variety the field offers. Subrogation supports a company’s bottom line while creating opportunities to build expertise across actuarial and legal work, vendor management, claims, and business support functions.
Leadership through empathy and adaptability
Peggy describes her leadership strength as empathy and a willingness to help whenever possible. Whether managing people or processes, she focuses on teamwork, shared success, and ensuring everyone understands their role. She also believes leaders are responsible for providing people with the tools they need to be effective in their work.
“The relationships we build with our clients are just as important as the results we deliver. When you focus on trust, teamwork, and doing the right thing, success tends to follow.”
— Peggy Orlando
One lesson from a mentor continues to guide her: knowing when and how to adjust your approach can be just as important as having a strong plan from the beginning.
Peggy’s extensive industry experience, empathetic leadership style, and dedication to long-term client relationships make her a valued partner to clients and a trusted member of the Crawford team.
