Imagine it is a fall day in 2024, when your neighborhood suddenly erupts due to a nearby explosion and your life is changed in an instant. This was the reality of an entire southeastern, American community when a local manufacturing plant tragically went up in flames with a blast radius that affected over 900 residential and commercial properties. Public infrastructure was impacted including electrical grids, natural gas lines, railway systems, and numerous vehicles—also sustained significant damage. When exposure is this high and tragedy strikes, Crawford's Global Technical Services team is engaged to help facilitate recovery and mitigate the subsequent complex losses.
Houston Estes, Crawford Global Technical Services (GTS)’s managing executive general adjuster and project lead, shared, “The human toll was equally severe. Families were displaced, businesses were interrupted and thousands of lives were abruptly thrown into chaos. As the shockwaves subsided, over 300 individual claims were filed, with current losses estimated at around $25 million and projections reaching up to $100 million depending on legal proceedings and pending class action outcomes.”
In the face of this widespread devastation, Crawford GTS was called upon to help manage the complex recovery effort. Within just 24 hours of the explosion, a coordinated response involving local officials, Crawford specialists and emergency crews was underway to initiate inspections.
Rapid response: real results
Crawford’s first priority was to establish an organized, efficient response system. A centralized intake process was implemented immediately, supported by a 24/7 hotline and a dedicated email address to manage the flood of claims. Partnering with local authorities and media outlets, Crawford set the framework for contact information and claim procedures to be broadly disseminated so those affected could quickly connect with help. Bringing stability and clarity to impacted families and businesses remained central throughout the recovery effort.
Initial inspections were fast-tracked to assess property losses, bodily injury claims and infrastructure impact. Crawford triaged over 300 property claims in record time, demonstrating both speed and accuracy in documentation. When more complex and disputed claims emerged, the team activated a roster of subject matter experts – HazMat specialists, environmental consultants, structural engineers and medical professionals – who delivered comprehensive evaluations to support precise and defensible claim determinations.
Commitment to empathy and transparency
“Houston Estes and his team showed extraordinary leadership and dedication,” said Stephen J. Ferraro, vice president of operations for Crawford GTS.
“Their professionalism, empathy and technical excellence embody the values of Crawford GTS and continue to make a lasting impact.”
At the heart of Crawford’s approach was a commitment to restoring confidence – not just settling claims. Adjusters maintained close, transparent communication with claimants, responding to inquiries within 48 hours and organized all documentation – from repair estimates to medical reports – for clear tracking and verification. Supervisors rigorously reviewed requested amounts to prevent duplication of benefits and uphold fairness for all parties.
In just two months, nearly one-third of third-party claims were resolved, resulting in secured settlements totaling close to $2 million. This rapid yet thorough resolution process brought vital closure and support to individuals and businesses working to rebuild.
Strategic claims management for long-term protection
Beyond fieldwork, Crawford GTS played a critical role in guiding the client’s long-term risk mitigation strategy. With class action status granted by the U.S. District Court, the team quickly developed a plan to resolve claims. By facilitating early settlements, Crawford helped to reduce the size of the certified class, potentially moving unresolved matters to State Superior Court, where punitive damage thresholds are more constrained. This approach could significantly limit the client’s overall liability.
The Crawford GTS team also coordinated closely with legal and defense counsel to manage expectations and streamline the claims process within complex insurance frameworks such as Self-Insured Retention (SIR) and captive layers.
Resilience through collaboration
This response is a testament to Crawford’s ability to navigate high-pressure, high-stakes environments with integrity and agility. By strategically deploying team members across the Crawford ecosystem including field adjusters, financial experts, legal strategists and technical specialists, Crawford GTS not only mitigated losses but helped bring stability and structure to a community in crisis.
In the aftermath of one of the most devastating industrial incidents in recent memory, Crawford GTS proved that resolution is achievable through expert coordination, clear communication and a deep commitment to those affected.
