Crawford & Co.

AU - Virtual Claims Adjuster

Job Locations AU-Remote
Posted Date 10 months ago(1-12-2020 7:56 PM)
Requisition ID
# of Openings

Why Crawford?

At Crawford, we care about our people and embrace the unique talents of each of our team members. We foster career progression through training/engagement and offer a generous benefits package. Crawford leads by example and is at the forefront of our industry. So let us welcome you as part of our global community!

Purpose of Position

Manage a portfolio of property claims from start to conclusion, ensuring compliance with service level agreements and meeting key performance indicators within the Digital Adjusting Team.


Position Summary

Manage a portfolio of property claims from start to conclusion, ensuring compliance with service level agreements and meeting key performance indicators.


Utilise digital technologies to resolve commercial and domestic losses by investigating damages, negotiating adjustment of losses with clients and completion of all reports using digital desktop technology.


Assist with sourcing and assisting with the delivery of new technology.

Key Responsibilities

  • Examine claims forms, policies and endorsements, client instructions and other records to determine coverage.
  • Investigate claims by interviewing claimants and witnesses, obtaining official reports, by digitally inspecting physical damage, by comparing claim information with evidence.
  • Set loss reserves and update when changes in circumstances become apparent.
  • Prepare reports by collecting and summarising information required by client, local, state and federal government and by Crawford & Company in line with Service Level Agreements.
  • Settle claims after determining insurance carrier’s liability, client’s instructions, and authority levels required by obtaining demands and making offers to claimants, issuing settlement checks, making filings with regulatory agencies, disposing of salvage & pursuing subrogation when appropriate.
  • Control claim costs.
  • Maintain expected case load.
  • Recommend litigation when appropriate.
  • Present evidence at legal proceedings producing reports
  • and other documents as evidence.
  • Maintain company reputation and insurance product integrity by complying with federal and state regulations and service standards.
  • Maintain professional and technical knowledge through continuing education.
  • Conduct business development by calling client businesses to solicit new business or maintain existing business.
  • Assist and mentor less experienced adjusters with claims handling.
  • Meet client expectations in a timely manner.
  • Effectively deal with service/product replacement providers.
  • Maintain client service standards/KPI’s.
  • Meet Crawford and client compliance requirements.
  • Ad hoc administrative functions
  • May be required to work a flex work schedule to cover multiple time zones.

Key Crawford Behaviours

Customer Focus: Focus on understanding and meeting the customer's needs. Involves actively seeking information to understand internal and external customers’ circumstances, problems, expectations, and needs


Organisational/Time Management: Effectively prioritises work and meets deadlines. Involves allocating time and resources efficiently and effectively; managing multiple assignments or tasks effectively.


Quality: Consistently produces high quality work. Involves professional presentation of documents, with high level of accuracy.


Communication/Interpersonal Skills: Communicates clearly and professionally with both internal and external clients. Involves conveying information, both written and verbal, in a clear and concise manner.


Responsiveness: Responds to requests for information, emails and returns telephone calls promptly and professionally


Adaptability: Demonstrates tolerance for uncertainty; responds to changing circumstances by being innovative and altering behaviour to better fit different situations; learn new skills, perform work in different ways; willing to be flexible.


Teamwork: Works cooperatively with others and build effective working relationships to accomplish common team goals and objectives. Involves understanding team dynamics, fostering collaboration, providing a tangible contribution and listening and responding to the input of others in a manner that creates an environment of mutual trust and respect. Willingness to transfer knowledge and skills as appropriate

Key Relationships

  • Head of Loss Adjusting
  • Head of Digital Adjusting
  • Digital Team Leader
  • Area Manager
  • State Administrator
  • Support Staff
  • Managers
  • Insured’s
  • Clients
  • Service providers

Experience/Knowledge Required

  • Experience
  • Loss Adjusting qualifications preferred, or Professional qualifications applicable to the Loss Adjusting industry
  • Drivers licence ANZIIF qualifications (or equivalent) preferred
  • Experience as a Loss Adjuster
  • Thorough knowledge of insurance terminology, practices and conditions
  • Excellent English and report writing skills
  • Good verbal and written communication skills
  • Preferably marketing/business development experience
  • Understanding of basic business accounting procedures
  • Good attention to detail
  • Strong analytical and mathematical ability
  • Good computer abilities, preferably previous use of an electronic claims system
  • Solid understanding of building methods.
  • Trade/building experience or qualifications preferred
  • Strong organisational and interpersonal skills (relationship building)
  • Adaptability to change
  • Prepared to think “outside the square” and have an open mind towards non-traditional ways of working


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