At Crawford Canada, innovation with technology to drive customer satisfaction and improve file outcomes is paramount. Given the new normal of operating since the onset of the pandemic, the rapid adoption of digital virtual solutions will be instrumental in providing an enhanced customer claims service experience.
Crawford is working with industry partners to pilot new and evolving technologies to support the progression of the file through each phase of the claims cycle to provide an enhanced claims experience to our customers and policyholders.
An All-in-one 3D data platform to allow a virtual reality walk-through of a loss will improve efficiency and improve cycle time. This high-quality 3D image allows for accurate assessment of loss and eliminating human error and also has the potential to use on a self-serve basis at the policyholder’s convenience.
Live video collaboration powered by AR and AI will support multi-party collaboration remotely to enhance our communication with the client. This enables effective triaging and faster turnaround time by eliminating travel time. By providing measurements faster, Crawford is able to speed up process time.
“At Crawford, we are focused on removing friction from the claims experience. Through convenient and enhanced communication, we are paving the way for a more positive policyholder experience.” Devon Derry, Client Solutions Coordinator
Using 3D imagery of a property exterior taken by someone on-site provides rapid turnaround times and faster estimates. The exterior home measurement and assessment tool provide accurate measurements and real-time depictions of exterior loss, with the potential to use on a self-serve basis at the policyholder’s convenience.
Facilitating the capture of e-signatures on virtually any document type will have a positive impact on turnaround time by eliminating snail mail and offers a better user experience. This tool provides an audit trail for legal purposes and most importantly is a more convenient alternative for policyholders.
“This journey began with myself and a long-time industry expert, Ron Biggs VP Property and Capacity Solutions. It has resulted in country-wide enthusiasm from our change agents here at Crawford. We are fortunate to be backed by such a forward-thinking organization to help make ideas become a reality. Our dedication to being innovative will not stop here. We will be vigilantly searching for evolving technology to leverage in our claims processes. At the end of the day, we are laser-focused on providing the best possible policyholder experience.” Devon Derry, Client Solutions Coordinator