Crawford & Company, one of the most diverse insurance companies in Australia and New Zealand this year, has appointed Milia Xystros as the new head of third-party administration (TPA) for its Australian operations.
Xystros (pictured), who previously held the role of executive manager of claims at Procare Group, steps into this leadership position with more than 25 years of industry experience.
Xystros, a law graduate, brings a diverse background in claims management, litigation, dispute resolution, and compliance.
Her professional journey includes a decade in private legal practice, where she specialised in public liability, compulsory third party (CTP), self-insurance, and property claims. She then spent over 11 years at Insurance Australia Group (IAG) before her most recent role managing claims for Lloyd’s syndicate and locally underwritten risks at Procare.
Crawford’s TPA business, formerly known as Broadspire, has been active in the Australian market for more than 10 years.
The unit provides comprehensive claims management services to insurers, corporations, and brokers, handling claims from initial notification to final resolution and focusing on risk management and continuous improvement for its clients.
Jonathan Hubbard, president of Crawford Australia, highlighted the TPA business as a strategic growth area, distinct from Crawford's more widely recognised loss adjusting services.
“Crawford TPA is an entirely different model – it’s a different team, who have different skill sets to loss adjusters. Our TPA is run as a totally separate business,” he said.
In the US, Crawford’s TPA division is larger than its loss adjusting operations. Hubbard sees similar potential in the Australian market, noting that the growth opportunities are particularly strong among brokers with delegated authority who may prefer to outsource claims management.
Xystros aims to clarify the market’s perception of Crawford’s TPA business, emphasising its role as an integrated partner rather than just a service provider.
“As the market shifts and evolves, a strong third-party administration model is something that is going to become increasingly important for the success of insurers, brokers, and corporates,” she said.
Hubbard expressed confidence in Xystros’s ability to advance Crawford’s TPA business, citing her experience and proven track record in operational management.
“I know that she will be hands-on if needed, while at the same time look for opportunities to deliver efficiencies to ensure that our service delivery is effective, compliant, and meets client expectations,” he said.
Crawford TPA, which holds Lloyd’s accreditation, manages claims across various insurance lines, including public liability, property, motor, and professional indemnity.
In addition to the new TPA leadership, Crawford Australia recently bolstered its talent management strategy with the creation of a new leadership position in its loss adjusting division.
Craig McLeod has been appointed as head of quality and people development, starting Nov. 1.
This new role is part of Crawford’s effort to strengthen talent development and retention. According to Hubbard, the company is focused on differentiating itself in a competitive talent market by enhancing career opportunities and ensuring long-term employee engagement.
In his new role, McLeod will focus on developing, retaining, and planning succession for the company’s loss adjusters.
The establishment of this role aligns with Crawford’s broader workforce development initiatives, including the Crawford Manager Acceleration Program and a Leadership Development Program.
