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Based in Atlanta, Georgia, Crawford & Company is the world’s largest independent provider of claims management solutions to insurance companies and self-insured entities, with a global network of more than 700 offices in 63 countries. Major service lines include property and casualty claims management, integrated claims and medical management for workers’ compensation, legal settlement administration, including class action and warranty inspections, and risk management information services.

Business Problem

Crawford & Company faced the common insurance industry pressures to modernize aging systems for great flexibility, mobility and social customer engagement, as well as the business process outsourcing pressures to reduce costs while delivering “personalized” processes to a global customer base. Crawford selected Appian’s technology as the platform to solve both problems.

Crawford’s Global CIO & EVP Brian Flynn embarked on a mission to transform how his IT team could accelerate Crawford’s business performance through better data visibility, intelligent process automation and guidance, social collaboration and mobility – all on a global scale.

Appian Solution

Crawford has used the Appian BPM Suite to build “Crawford Desktop + Mobile,” a revolutionary set of desktop, mobile and social business process applications built on Appian that streamline Crawford’s catastrophe-related resource management, from the assignment of insurance adjusters to the management of claims and final claim resolution.

Applications within the Crawford Desktop domain include Claim Portal, Global Claim Intake, Claim Assignment & Scheduling (CAT Connection), Contractor Extranet (repairStream), Automated Claim Report Review/Approval, GTS Large Loss Management, Customer Billing, Employee On-Boarding, and more. CAT Connection uses device geo-location and adjuster profile information to pinpoint the closest and best adjuster for a given claim site. Crawford then sends the assignment to the identified adjuster, who accepts it using the CAT Connection Mobile app. Adjusters use the app to upload photos of a claim site, along with electronic claim forms directly from an iPad, iPhone, BlackBerry or Android device. Forms then go into claim processing, various stages of review and reporting, through final settlement, customer communication and invoicing – all on the Appian platform.

Using the Appian platform, Crawford & Company has experienced:

  • 80% acceleration of claims uptake
  • 70% acceleration of customer invoicing
  • 90% streamlining of call center operations
  • 97% increase in back-office efficiencies