Crawford promises to make claims processing better with TruLook


Claims management solutions provider Crawford & Company has launched a new product that it says will reduce costs, increase claims processing efficiencies and improve customer satisfaction.

TruLook combines Crawford’s team of field adjusters with its subsidiary company, WeGoLook, an on-demand field services provider with more than 40,000 independent contractors, along with other innovations and tools.

The resulting product streamlines claims processes, reducing time-in process to as little as 3.7 days and saving up to 30% in cost, according to Crawford.

Crawford piloted the TruLook service during the 2017 fall hurricane season with great results, said Harsha Agadi, president and CEO of the claims management solutions provider.

“During the claim surge, TruLook on average reduced process time from over 30 days to under five days and cut claims processing costs by more than 20 percent,” said Agadi. “Our TruLook solution reflects our mission to restore and enhance lives, businesses and communities by helping people get back to their normal lives as soon as possible following a loss.”

Based on complexity, TruLook sorts claims into one of three categories for optimal service: mobile self-serve, WeGoLook and traditional field adjusting. From there, each claim is processed with the appropriate level of service and attention required, and Crawford continues to monitor each claim as it progresses, escalating to higher levels as needed for timely and accurate resolution.

TruLook can also integrate with other Crawford services as needed. For example, TruLook customers can optionally engage Crawford Contractor Connection as a part of the process, providing more options to handle claims, from initial loss all the way through the repair process.

Kieran Rigby, global president of Crawford Claims Solutions, commented: “We are blending tried-and-true processes with new technology to shape the future of claims processing.”

“For example, in mid-complexity cases, TruLook utilises WeGoLook to dispatch licensed drone pilots to capture data and imagery from the air. This data is then sent to the virtual estimator and a detailed report is sent to the client. With the help of technology like this, Crawford will continue to innovate new solutions that enable its clients to reduce expense without compromising on policyholder experience.”

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Mark Dugdale is the editor of Claims Media. Mark welcomes articles, letters or feedback from readers and can be reached via