Crawford launches Performance Hub quality management tool

A 2020 ICTA nomination

Toronto, ON (Jan. 6, 2020) – Crawford has developed a proprietary quality management tool called Performance Hub to help its adjusters, supervisors and managers view the “health” status of all open files in real time and prioritize employee time and effort. This tool replaces legacy methods of inventory management such as diary worksheet and abeyance systems which focus on a single metric for each file. Performance Hub ingests data from the firm’s CMS Claims Management System™ and reviews and analyzes a large number of data points on each file benchmarked against historical averages and corporate targets. Algorithms are used to assign a file “health” score to each file. Employees are presented with a ranked list of files requiring attention which updates itself dynamically as file activities are completed.

The file “health” data presented to the Crawford adjusters also appears on the supervisor and manager dashboards so priorities are set and performance is measured for each employee using a consistent set of measures. When aggregated at the employee, branch or regional level these views if file performance help identify potential trends in performance to allow for proactive management of any emerging issues. Supervisors and managers are able to use the Performance Hub to proactively intervene in files which have the potential to fall out of compliance rather than detecting any handling issues or performance gaps many weeks or months later during a closed file review or audit. The objective of this approach is to focus on leading indicators of quality rather than lagging indicators of quality.

Business Impact

Performance Hub has been accessed 14,468 times since its release to more than 600 employees in July 2019. In the five months since the tool was launched, the number of “healthy” files has increased by 11% and is currently achieving the established corporate benchmark of 90%. We are pleased to see that 278 employees have consistently achieved a 100% file health score, while 428 employees have consistently achieved a score over 95%. These results exceeded our expectations during the initial rollout, and we are looking forward to setting new targets of performance for 2020.

About Crawford®

Based in Atlanta, Crawford & Company (NYSE: CRD‐A and CRD‐B) is the world’s largest publicly listed independent provider of claims management solutions to insurance companies and self‐insured entities with an expansive global network serving clients in more than 70 countries. The Company’s two classes of stock are substantially identical, except with respect to voting rights and the Company’s ability to pay greater cash dividends on the non-voting Class A Common Stock (CRD-A) than on the voting Class B Common Stock (CRD-B), subject to certain limitations. In addition, with respect to mergers or similar transactions, holders of CRD-A must receive the same type and amount of consideration as holders of CRD-B, unless different consideration is approved by the holders of 75% of CRD-A, voting as a class. More information is available at

Source: Crawford & Company

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