Our claims professionals have critical interactions with clients, injured workers, insureds and business partners on a daily basis. Whether through an email, phone call or in person, every one of these conversations is an opportunity to restore the lives of those affected by losses. Since adjusters and other employees can often be the unsung heroes of the industry, leaders in claims organizations must make a special effort to highlight the contributions and successes, both large and small, of each employee.
Recognizing employees, in addition to being the right thing to do, helps Broadspire attract and retain top performers. Happy, experienced employees help deliver more value to our customers and ensure a quality touch is put into each action. This understanding runs through Crawford’s core with “Recognition” serving as one of our values. We created the President’s Award with that value in mind. Each month, the President’s Award is given to five stand-out employees based on praise or other positive feedback from clients or injured workers.
"You worked as a great team that gave care and comfort to me at a time when my world had been turned upside down with my knee injury. I could count on my nurse to be the one with a calming word of experience when I got frustrated."
- Injured Worker
Nobody chooses to get injured or have an accident. We are often dealing with individuals who are going through difficult—potentially the most difficult—times in their lives. So, when we receive comments from clients, injured workers and other business units showing appreciation for top-flight customer service and claims handling quality, we go above and beyond to recognize all individuals involved.
"The wellness check case that we opened yesterday turned out very well. The nurse may have literally saved this claimant’s life. I just wanted to reach out and thank you for how well you are staying engaged in this case and your responsiveness. You are a true asset to our injured team member and our company needs. Thank you very much. I’d like to clone you for every difficult case we have!"
- Broadspire Client
To recognize the achievement, we broadcast the announcement of our President's Award winners across the entire organization to make the recognition specific and open. This also allows every employee to see that even the smallest of actions can leave a big impression. In addition to the internal campaigns, winners are also given a variety of prizes, which we often find are seen as secondary benefits next to the acknowledgment and recognition from colleagues, management and top leadership.
Dona Fleming is a senior claims examiner at Broadspire. She works on a Fortune 500 corporate account and recently received the President’s Award after the client sent a message to Broadspire’s leadership.
"Dona is truly an exemplary claim professional. Her commitment to [our] program and her diligence are unsurpassed. Dona consistently exudes proactive practices in her aggressive management of claims. It is claim professionals like Dona Fleming that really exemplify the strategic partnership between [us] and Broadspire."
- Fortune 500 Corporate Client
After being nominated for and receiving the award, Dona was very appreciative of the recognition. “We try to deliver the great services that our clients expect from Broadspire, and it’s always nice when we receive positive feedback from our clients when we have met or exceeded those expectations. The recognition of this from management is much appreciated. It is great to be a part of the Broadspire Team.”
By heavily investing in employee-focused initiatives such as the President’s Award, an industry-leading quality program and in-depth training, Crawford is delivering on our commitment to recognizing, retaining and developing employees around the globe.