The insurance claims landscape in Australia continues to evolve amid a range of complex pressures. These include the increasing frequency and severity of natural disasters, ongoing regulatory changes, rising costs linked to inflation and supply chain disruptions, and shifting customer expectations. Together, these factors are contributing to a more demanding environment for claims management.
Against this backdrop, Crawford’s specialty claims team is handling a broad portfolio of complex and frequently large-scale claims across various sectors. This growing team manages claims across Australia ranging from lower-value losses to those exceeding hundreds of millions of dollars.
Collaborating closer than ever with clients
As Australia’s insurance landscape evolves, so too do client expectations. Increasingly, insurers and corporates are creating their own specialty teams, such as energy or construction teams.
In response, Crawford has built peer-to-peer matrices, an initiative that aligns Crawford's specialists directly with their counterparts in client organisations. This structure fosters stronger, more informed relationships and allows for tailored claims strategies that meet specific business needs.
With specialist teams across forensic accounting, marine, construction, power, energy, and liability, they can provide tailored, sector-specific solutions across a wide spectrum of claims events, from standard cases to significant loss events.
Bridging the talent gap from within
With a well-documented shortage of mid-level talent across the Australian insurance market, Crawford is taking a long-term view. Rather than relying solely on external recruitment, the company has developed robust internal programs to build talent from within. These include:
- GTS Mentor Program – for high-potential individuals being prepared for roles in the large and complex loss teams
- Sponsorship Program – targeted at newer, entry-level professionals with standout potential
- Head of Quality and People Development – a newly created leadership role, currently held by Craig McLeod, to guide and grow internal capability
These initiatives are already paying off, with several members in the large and complex loss team having been promoted in the past six months through these development tracks. Furthermore, Crawford is deeply engaged in broader industry learning. Its client-facing forums and “lunch and learn” sessions are helping to boost the market’s overall expertise—while positioning Crawford as a thought leader and educator. For more detail, check out our white paper: future ready insurance workforce.
Developing smart technology-based solutions
To improve speed, accuracy, and transparency in claims handling, Crawford is actively investing in digital tools and field technology. Atlas, a field-based platform, enables adjusters to generate preliminary reports directly from the site via iPad, helping clients receive timely updates even before an adjuster leaves the scene. For more complex claims, we are pioneering remote and digital assessment tools, such as AI-powered digital property scans to deliver spatially accurate, photo-realistic models of real-world locations—captured both indoors and outdoors
These tools not only enhance data capture but also create a more streamlined, accessible, and virtual claims process, making a significant difference in both response time and customer experience.
Supporting catastrophe response with scalable resources
Crawford’s Contractor Connection platform also provides clients with access to a broader network of restoration professionals, builders, and validators—particularly useful during catastrophe events. For clients struggling with overloaded vendor panels, Crawford’s extended reach ensures service continuity.
In addition, the building validation model within Contractor Connection is helping clients save 11%–13% on average, by reviewing scopes line-by-line to eliminate unnecessary work and ensure fair pricing. This careful cost control is another way Crawford delivers value well beyond the traditional adjusting process.
The future of claims in Australia
Crawford’s specialty claims operation in Australia stands out not just for its scale and sophistication, but for its strategic ambitions. Whether it is building talent from within, investing in digital transformation, or working side-by-side with clients to develop bespoke solutions, the team is actively shaping the future of specialty insurance claims management.
