The coronavirus has undoubtedly changed the way many organizations conduct business. From restaurants only offering takeout service to the hotel and travel industries coming to a halt, the business landscape is transforming, and it's key that organizations adopt appropriate measures to meet unique changes.
The claims management sector is no exception and Crawford is operating on the front lines, working with customers to resolve and adjudicate claims every day. As part of this effort, Crawford has implemented new processes to vet each claim upon submission, evaluate risk and take appropriate action.
This is an ever-evolving area and new processes are being considered and implemented every day. Crawford is committed to taking all necessary steps to ensure the safety of our employees and our clients and to comply with ever-changing regulations in local areas around the world. As such, our procedures may continue to change and may vary from region to region. That said, we wanted to share a few of the changes Crawford is implementing even now to address the challenges we’re facing.
Pre-visit screening for onsite claims requests
Upon submission, every new claim is reviewed by a triage specialist and assigned to the appropriate claims handling channel. For claims where onsite visits may be required, Crawford’s adjusting team reaches out to policyholders by phone and email to ask coronavirus-related screening questions. This allows our team to evaluate risk levels and determine if the policyholders are open to assist in the process through self-service alternatives.
Based on the policyholders’ responses to these questions, Crawford’s team takes appropriate action. This may involve one or more of several solutions including YouGoLook, our proprietary self-service app to live, remote video collaboration between policyholder and adjuster in real-time. In every case, Crawford’s world-class adjusting and operations teams are managing the claim from end-to-end, ensuring the quality our clients expect regardless of the claims handling channel.
Preliminary results
In the eight days since implementing this policy, over 700 surveys have been conducted with less than 3% expressing some type of coronavirus-related risk and around 30% indicating they are open to self-service processing. We expect these numbers to grow as we progress through the current crisis.
Adjuster protection while on site
Along with the pre-visit screening process described above, Crawford has trained its adjusters on preventative measures to ensure the safety and wellbeing of our employees and those we serve. Provisions such as social distancing and frequent hand cleaning are enforced as we continue to work through the current crisis. Crawford is even manufacturing its own hand sanitizer and distributing to field adjusters as they continue to service clients.
For more information about Crawford’s global response to the coronavirus, please visit our dedicated hub at www.crawco.com/coronavirus and feel free to reach out to the global leaders listed on that hub for information and consultation on navigating claims during this crisis.
