Contact Centre

A reliable, scalable, and customizable intake solution

Workers in a contact center responding to incoming phone calls.

Crawford's state-of-the-art claims contact centre offers exceptional service dedicated to providing care for your policyholders. From customized FNOL portals, call handling for new claims, and conducting system drills to ensure optimal performance. Our solutions are designed to enhance your customers' experience and improve overall satisfaction.

We offer a full-service solution designed to handle incoming claims and inquiries via telephone and email, 24 hours a day, 7 days a week, 365 days a year.

Perfect for:

Documenting FNOL. We can record loss details in our fully customizable call scripting system or set-up new claims directly in your claims system.
Maximizing Flexibility. During high-call volume events, our satellite branches can provide maximum flexibility. We also offer our clients the ability to add dedicated resources for high-call volume events – even scheduling these hours ahead of time so you can rest assured that when the storm happens, there will be staff to answer those calls.
Improving Efficiencies and Decreasing Callbacks. Claims handling efficiencies with our highly skilled team having access to your system, ensures your policyholders have all their needs addressed and reduces the need for customer callbacks, relieving pressure on your staff.
Comprehensive Claim Services. We offer a full-service claim handling solution, including dispatch services, inquiries on existing claims, and confirmation of coverage.

Why choose Crawford?

Branded Service. We can offer a branded service with fully customizable scripting, so you can rest assured that calls will be handled according to your specific instructions.
Dedicated Team. We can offer a model where claims will be handled by a dedicated team that is exclusively focused on your business, which provides greater consistency in service as the volume of calls for other clients won’t affect your customers’ experience.
Bilingual Support. We provide service in both English and French languages, with immediate access to translation services for over 200 other languages.
Advanced Voice Analytics. We employ voice analytics software, powered by AI and machine learning, to analyze every client interaction.
Customizable Hours of Operation. Tailor the hours of operation to provide additional support during critical times.