Crawford leader spills secrets on balancing claims just right.

TLDR:

Key Points:

• John Moon, a leader at Crawford & Company Australia, talks about the balance between technology and the human touch in claims.
• The biggest challenge is quickly rolling out technology enhancements to improve the claims process.

John Moon, a seasoned insurance professional at Crawford & Company Australia, discussed the importance of striking a balance between leveraging technology and maintaining the human touch in claims. With over 40 years of experience in the industry, Moon serves as the national technical head of global technical services and a national executive adjuster at the claims management firm.

Moon highlighted the challenge of rapidly implementing useful technology enhancements to streamline the claims process. While technology can speed up the process, Moon emphasized the significance of addressing the human factor and showing empathy towards insured individuals during distressing times.

Despite advancements in technology and regulatory changes in the industry, Moon underscored the enduring fundamentals of loss adjusting – providing sound advice, explaining reasoning clearly, and delivering timely resolutions. He also emphasized the role of empathy in the claims process and the importance of treating individuals with respect and compassion.

In addition to his insights on claims handling, Moon shared his commitment to mentoring and supporting younger talents in the business. He highlighted the value of learning from experienced professionals and passing on knowledge to the next generation. Reflecting on his early years in the industry, Moon emphasized the importance of ongoing learning and development in claims management.

As the Insurance Business Awards 2024 approach, Crawford is set to sponsor the event’s photobooth, offering industry professionals a fun opportunity to commemorate their achievements and celebrate excellence in the insurance sector. The awards ceremony on May 3 in Sydney will recognize outstanding contributions across various categories, including new awards such as Excellence in Diversity, Equity & Inclusion, Philanthropy & Community Service – CSR, Woman of Distinction, and CEO of the Year.

Overall, Moon’s insights shed light on the evolving landscape of claims management, emphasizing the delicate balance between technological advancements and the human touch in providing efficient and empathetic services to insured individuals.