As delegated authority programs grow in complexity and captive structures become an increasingly popular tool for sophisticated insureds, the demands placed on claims partners are intensifying. The expectation is no longer simply local expertise - it’s local expertise delivered with cross-jurisdictional consistency, full transparency, and seamless oversight from London to the US and back.
In this interview, Lindsey Lomax, director of operations at Crawford & Company, unpacks what the firm’s “Claims Without Borders” positioning means. She discusses what carriers, MGAs, and brokers are asking for when they build delegated claims programs today, what the ideal partnership between London and US claims teams looks like, and where she sees the biggest gap emerging between what claims partners currently offer and what the market is going to need next.
[00:00] Lindsey Lomax : Claims Without Borders allows us to look at the geography as well as just jurisdictional limitations or expectations and putting the right expertise that needs to fit that market.
[00:20] Lindsey Lomax : Claims Without Borders for Crawford just means stronger data governance, stronger practices with our London market teams, allowing them to really have the key focus of expertise that is needed.
[00:32] Lindsey Lomax : Claims Without Borders allows us to look at the geography as well as just jurisdictional limitations or expectations and putting the right expertise and needs to fit that market.
[00:49] Lindsey Lomax : The ideal team between London and the US market teams would absolutely be, again, following data governance, following reporting, Having the right expertise for the right books of business, having and allowing, you know, just overall just that claim management and being able to report without them having any concerns of what that data is or what the jurisdictions are, allowing us to be that expertise for them to support that data.
[01:20] Lindsey Lomax : I think the biggest challenge in today's market is just allowing and aligning customer service to still remain the forefront as data and claims adjustment and faster claim payment is always on the forefront of who can be the best and who can move claims the fastest.
[01:36] Lindsey Lomax : But Crawford really chooses and wants to, you know, just be centered on the actual human element of it and just making sure from a customer service perspective that we're focusing on that with the actual right alignment of expertise as well.
[01:54] Lindsey Lomax : The biggest gap right now is just really streaming to just the ever-changing case law, the ever-changing jurisdictions and just being able to provide that need for the market.
[02:04] Lindsey Lomax : So the biggest gap is definitely going to be making sure that as we're looking at data and as we're looking at how AI is coming in, just really staying centered and focused on that customer service and the human element of the claim.
