Crawford Highlights Outcome-Focused Approach to Claims Innovation, Emphasizing Proven Value Over Assumption

Crawford (CRD) outlined its outcome-focused approach to claims innovation, emphasizing disciplined, evidence-based evaluation of new technologies and workflow enhancements.

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ATLANTA--(BUSINESS WIRE)-- Crawford today highlighted its outcome-focused claims innovation approach, a longstanding discipline used to evaluate new technologies and workflow enhancements based on measurable impact rather than theoretical potential.

At a time when the insurance industry is rapidly adopting new tools and capabilities, Crawford’s approach is grounded in a simple but critical distinction: not just whether something works, but whether it meaningfully improves outcomes and experiences for clients and their customers.

For more than a decade, Crawford has applied advanced analytics and machine learning to assist claims handlers within claims operations. What differentiates the organization is how innovation is assessed. Through structured, controlled evaluation, Crawford tests new capabilities to determine whether they reduce loss costs, improve efficiency, strengthen execution and enhance the consistency and quality of the customer experience.

This approach reflects a broader philosophy that innovation should be proven before it is scaled. By focusing on real-world impact, Crawford reduces the risk of introducing tools that add complexity without delivering meaningful benefit.

In certain cases, Crawford works directly with clients during this evaluation process to help align new approaches with operational realities that can deliver measurable value in practice.

“The industry is not short on innovation, but it can sometimes move too quickly from idea to implementation,” said Joel Raedeke, chief technology officer, Crawford U.S. “Our focus is on disciplined evaluation, understanding what truly improves outcomes and experience before we expand it more broadly.”

Crawford’s outcome-focused approach is supported by a dedicated testing and evaluation environment, where technologies and workflow enhancements can be assessed outside of live operations using data-driven methods. This allows the organization to isolate impact, validate performance and make more informed decisions about broader adoption.

“This is about translating innovation into real value for clients,” said Mike Hoberman, CEO, U.S. Operations, Crawford. “By focusing equally on outcomes and experience, we can deliver improvements that are not only measurable, but meaningful and sustainable.”

As AI capabilities continue to evolve, Crawford applies the same disciplined standards to create solutions that are practical, reliable and aligned with client needs. This helps introduce new capabilities with confidence and integrate them in a way that is intended to strengthen long-term performance.

“This approach reflects how we have built and continued to evolve our claims operation,” said Bruce Swain, President and CEO, Crawford & Company. “By prioritizing evidence over assumption, we aim to deliver solutions that perform in practice, scale effectively and support our clients in navigating an increasingly complex risk environment.”

While much of this work happens behind the scenes, its impact is reflected in how Crawford delivers for clients, improving decision-making, strengthening execution and enabling continuous improvement across claims operations.

For more information about Crawford’s approach to claims innovation, visit www.crawco.com/innovation.

About Crawford®
Based in Atlanta, Crawford & Company (NYSE: CRD-A and CRD-B) is a leading global provider of claims management and outsourcing solutions to insurance companies and self‐insured entities with an expansive network serving clients in more than 70 countries. The Company’s two classes of stock are substantially identical, except with respect to voting rights for the Class B Common Stock (CRD-B) and protections for the non-voting Class A Common Stock (CRD-A). More information is available at www.crawco.com.

Tag: Crawford-Corporate Crawford-Products-and-Services, Crawford-Other

View source version on businesswire.com: https://www.businesswire.com/news/home/20260803066401/en/

Media Contacts: mediarelations@us.crawco.com

Lynn Cufley
+44 7585 901936
Lynn.Cufley@crawco.co.uk

Claire Barth
+1 678 215 7031
Claire_Barth@us.crawco.com

Source: Crawford & Company

Key Terms

machine learning technical

Machine learning is a set of computer programs that learn patterns from large amounts of data and improve their predictions or decisions over time, like a recipe that gets better each time it’s adjusted based on taste tests. For investors it matters because these systems can speed up analysis, spot trends or risks humans might miss, automate routine work, and potentially create competitive advantages or cost savings that affect a company’s performance.

View in glossary

loss costs financial

Loss costs are the estimated amount an insurer expects to pay out in claims per unit of coverage or exposure, calculated from historical claims and actuarial projections and typically shown before adding company expenses, taxes, or profit margins. For investors, loss costs reveal the underlying trend in claims that drives pricing, reserve needs, and underwriting results—think of them as the expected repair bill per car in a fleet that helps determine how much to charge for rentals.