Defragmenting the multinational claims environment: with a personal touch

The world's multinational companies face challenges from fragmented claims programs, decentralized data, and a lack of aggregated insights. Based in the United Kingdom, Crawford TPA's Global Team understands these challenges and helps clients on five continents simplify claims management.

Leveraging industry-leading expertise, innovative technologies, and an unrelenting focus on continuous improvement, the team implements programs that help lower costs and provide greater satisfaction for everyone involved.

The Global Team is responsible for the daily ongoing management of global relationships with Crawford TPA's clients. It provides a single gateway into Crawford TPA's worldwide network of claims experts. No matter the claim type or size, the team takes full ownership of the process and delivers the best claim results. Two members of the global team, Karla Ward and Donna Lowe shine in their ability to drive success for our global clients.

On a day to day basis, the team is responsible for overseeing the implementation and development of global programs. They are the first line of support for claims operations including general inquiries, data and management information, global billing, and treasury management. Karla Ward, a program manager on the team, says that 'Our team resolves most daily issues before they hit the radar of an account executive.'

'As a program manager, my role is to effectively deliver timely program management to clients and successfully implement new programs and changes to existing programs,' explains Karla.

'I review and analyze client and operational data to maintain data integrity that will help drive change in our customer and financial performance. And I take the lead managing the larger projects within the team and mentoring and training the junior members of our team.'

When asked what she enjoys most about her role, Karla replies that she is proud of her team's work. 'I initially joined Crawford TPA for a three-month contract, and nine years later, I look back at how far I have progressed with my knowledge of the business. I have been an integral part of the development of our global team, and we feel proud of how the team has grown and how we are able to support the business globally.'

Donna Lowe, a Global account executive on the team, is responsible for managing service delivery to global clients.

'That's my job in a nutshell,' shares Donna. 'I get everybody together internally and make sure that everyone is on the same page. Sure, we have standardized service instructions. But when things veer off those instructions, that's when I come in.'

Donna says what she enjoys most about her job is that every day is different. 'Probably my biggest challenge is that sometimes I make a plan and it doesn't go the way that I want it to within the first five minutes of coming into the office. But I like that. It keeps me on my toes. I'm constantly learning about different things. I've met some great people as well along the way. And I've traveled the world. So, it's been a great opportunity.'

While working with a TPA, dealing with various departments in different countries can be frustrating. 'With Crawford TPA's global team, that's not the case,' claims Karla. 'We provide one point of contact behind which sits a wealth of knowledge from a large team who have been working on global programs for more than 20 years.'

Connecting with customers around the world can be a challenge. Crawford TPA is fortunate enough to have outstanding team members like Donna and Karla to help make the claims process straightforward.