Crawford boss: Loss adjusting needs to reinvent itself

Crawford & Company UK & Ireland chief executive Greg Gladwell believes that the traditional market cycle has fundamentally shifted and loss adjusters need to shift their business model accordingly.

Speaking to Insurance Times, Gladwell said firms need to focus on delivering value to the customer by using proper technical expertise and with adjusters going out into the field and dealing with difficult and complex claims through face-to-face meetings with clients.

He also spoke about some of the main issues affecting the industry including the benign weather and fewer weather-related claims, as well as the increased buying power of insurers.