Claims management firm Crawford touted its internal training program in Asia as part of the company’s initiative in elevating its people through continuous learning and development.
The program, called Quality@Crawford, was launched in the region in late 2022, and aims to enhance the company’s service proposition through the betterment of its employees. The program maps core processes to customers’ needs, providing consistency across every region.
Teams enrolled in the program are provided with carefully curated tools and training to help them tackle evolving market conditions. The result is a consistent quality of service for customers when engaged with Crawford, the firm said.
“Our goal is to provide our people with valuable skills and the mindset to succeed in and contribute from their roles at Crawford, but also in the insurance industry if they choose to leave,” Crawford said in a news release.
One of the notable training modules launched for the program tackles business acumen. This is designed, developed, and delivered by senior business leaders with illustrious industry careers, ensuring that the content is relevant for the employees, Crawford said.
The two-hour program also helps Crawford’s people to see the big picture and understand general insurance principles. It starts with insurance value chain basics, moves on to Crawford’s own values in the claims process, up to the way the firm operates and does business.
As of February, over 300 participants had completed the module, with an average rating of 4.68 out of 5 according to post-course surveys completed. Crawford plans to implement future training models online and built around active learning through the firm’s in-house platform, Knowledge Management Centre.
“We believe quality is essential for building trust, creating customer satisfaction and driving innovation. We are committed to promoting an environment where our employees are empowered to grow, emboldened to act and inspired to innovate,” Crawford said.
In April, the firm named Northstar Adjuster (NSA) as its network partner in Vietnam, with the latter now representing Crawford’s business in the country.
What are your thoughts on this story? Please feel free to share your comments below.
