crawford CURRENTS

Transcription

crawford CURRENTS

crawford CURRENTS
A Publication for the Employees and Retirees of Crawford & Company and its Family of Companies
December
2010
Crawford Volunteers
Complete 54 Projects
Worldwide During Second
Global Day of Service
For the second year in a row, more than 1,200 Crawford & Company employees helped
others around the world on October 2 as part of the Company’s annual Global Day of
Service.
“As we have in the past, we continue to support a number of community initiatives
with our corporate dollars, but we also know that when we roll up our collective
sleeves and work together to help our communities, the results are tremendous,” said
Crawford President and Chief Executive Officer Jeffrey T. Bowman. “I am proud of
the generosity our employees and their family members showed to the towns and cities
where we live and work in our second Global Day of Service.”
The 54 projects planned by volunteers in 19 countries ranged from organizing food
drives to constructing homes to clearing trails. Some specific activities were:
• Providing meals, playing games and participating in other activities with children
in several Brazilian institutions for abandoned children
• Donating, sorting and delivering items collected during a month-long food and
supply drive for the Orangewood Children’s Foundation in Brea, California
• Preparing and serving lunch to guests of the Mustard Seed Street Ministry in
Calgary, Alberta, Canada
• Planting trees in the Mt. Halimum National Park rainforest in Indonesia
• Organizing a blood donation drive in Kuala Lumpur, Malaysia
• Volunteering at the Autism Society’s Camp Royall in Pittsboro, North Carolina
• Interior painting, exterior landscaping, clean up, and housekeeping in the SOS
Children’s Village in Sunrise, Florida
From the CEO . . .
a recurring commentary in Currents featuring
Jeff ’s views on issues of importance to the
Company and its employees.
Every day, our company operates in an
exciting, ever-changing world.
While
maneuvering through uncertain economic
conditions, global market fluctuations, or
catastrophic events, our company remains
focused on the bigger picture - helping
people.
We are fortunate to have a leadership
team that keeps a close eye on changes in
the market and with our customers, and
continually refines our strategies while
effectively executing them. In addition, I
am always encouraged by the contributions
made by our employees worldwide, who
also continually strive to produce improved
performance for our clients. Your efforts
Continued on page 4
Company employees also served their communities individually if they were not able
to join a group project.
In Atlanta, about 150 volunteer employees, family and friends from corporate
headquarters, Tucker and Glenridge Point locations worked on several maintenance and
enhancement projects in Chastain Park. Chastain is the largest public park in the city
with facilities that include jogging paths, horse stables, playgrounds, tennis courts, a golf
course, swimming pool and amphitheater.
Thanks to everyone who has already submitted photos from your events. Click here
to view the Global Day of Service photo gallery that has been developed, as well as a
summary of the service projects that took place around the world.
Summary Report
Link to Gallery
Continued on page 3
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Contents
December, 2010
“While maneuvering
through uncertain economic
conditions, global market
fluctuations, or catastrophic
events, our company remains focused on the bigger
picture - helping people. ”
Jeffrey T. Bowman,
Crawford President &
Chief Executive Officer
Page 1
“ In the first eight months
of the year, we essentially
quadrupled our presence
in articles and blogs in
the U.S. publications and
websites...”
Allen W. Nelson
Executive Vice President, General
Counsel, Corporate Secretary &
Chief Administrative Officer
Page 7
Table of Contents
1
Crawford Volunteers Complete 54 Projects
Worldwide During Second Global Day of Service
From the CEO . . .
4
Crawford Represented at CPCU Meeting
5
Updates from the GEM Team
24
News - Outside the U.S.
34
Corporate News
37
Awards & Recognition
41
Anniversaries and Retirees
“GCG has handled some of
the largest and most complex cases in class action
history...”
David A. Isaac
The Garden City Group
Page 12
“As the business world
becomes more global, so has
Broadspire.”
Kenneth F. Martino
President & Chief Executive Officer
Broadspire
Page 13
Comments or suggestions for Currents?
E-mail [email protected] or call 404.300.1910.
Editor: Donna Fields. Crawford Currents is published by Crawford & Company as a resource for employees and retirees of Crawford & Company
and its subsidiaries. Our editorial focus is to cover company news and update you on our new and improved service offerings. ® 2010 Crawford &
Company, 1001 Summit Boulevard, Atlanta, GA 30319, or P.O. Box 5047, Atlanta, GA 30302. Crawford & Company is an equal opportunity employer.
2
Global Day of Service - continued
3
Crawford Represented at CPCU Meeting
More than 2,000 industry professionals and guests attended
the 2010 Chartered Property Casualty Underwriter (CPCU)
Society’s Annual Meeting in Orlando, FL last September
where Crawford was a featured exhibitor. In keeping with
the theme, “CPCU: Your Bridge to the Future,” many of
the educational sessions focused on the building blocks
for success — leadership skills, technical prowess, career
management and mentoring. Attendees also had numerous
opportunities to network with their CPCU peers, industry
leaders and other insurance professionals, while attending
40+ seminars, general sessions and other events. The
sessions provided attendees with the knowledge, tools and
resources they need to stay ahead of the competition.
One of the most powerful women in the world, former
U.S. Secretary of State Madeleine K. Albright delivered the
keynote address, a no-holds-barred account of service at the
highest levels of the American government. In her keynote
address, Albright sketched a vivid portrait of her years as
secretary of state and offered candid descriptions of foreign
leaders she encountered. She also discussed America’s role in
the world, the global economy, current regional conflicts, the
future of democracy, and the challenge of ensuring security
and building peace.
CEO Jeffrey Bowman with former U.S. Secretary of State
Madeleine K. Albright
Crawford takes an active role in employee development through in-house training opportunities and other professional development programs such
as participation in the CPCU, further strengthening our organization’s talent and enhancing our competitive advantage. In fact, Crawford President
and CEO Jeffrey Bowman encourages support from Crawford’s senior management team, and promotes the involvement of existing employees with
CPCU designation, to serve as mentors for others, as well as encouraging CPCU designees’ increased local, national and regional involvement. Jeff ’s
personal support for the CPCU designation and partnership with the CPCU Society is confirmed by his appointment to the American Institute for
Chartered Property Casualty Underwriter (AICPCU) and Insurance Institute of America (IIA) Board of Trustees.
From the CEO . . . continued from page 1
will result in not only winning new accounts – which is essential – but also in retaining our
current customers, providing value-added services, and meeting our shareholders’ goals. On
behalf of the Crawford global management team and our Board of Directors, I thank you for
your support and all that you do everyday to help our company succeed.
Now I encourage you to take the time to review the articles within this issue of Currents that
I believe will inform and inspire you. Our Global Executive Management (GEM) team
team update shares the perspectives of our GEM team and highlights from each of their areas
of our business. In our financial update which includes the third quarter earnings report, you
will find more details about the improvements resulting from the strong performance in our
International Operations and Legal Settlement Administration segments, and you’ll also see how we’re building on the momentum from our
ongoing efforts in cost control. There are also a number of other interesting photographs and features throughout this issue, and I know you will
enjoy learning more about the activities of your fellow employees around the world.
This is your newsletter, created for you - our global employees and retirees. I want you to know that we value your input and look forward to your
ongoing feedback, so please continue to share your thoughts and ideas with us. I hope you enjoy your Currents newsletter and have a great day!
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UPDATES
FROM THE
GEM
T E A M
Global Executive Management (GEM) Team
Jeffrey T. Bowman, president and chief executive officer
W. Bruce Swain, Jr., executive vice president, chief financial officer
Allen W. Nelson, executive vice president, general counsel, corporate secretary & chief administrative officer
Kevin B. Frawley, chief executive officer, Property & Casualty - Americas
David A. Isaac, chief executive officer, The Garden City Group
Kenneth F. Martino, president and chief executive officer, Broadspire
Ian V. Muress, chief executive officer, EMEA & Asia Pacific
Glenn T. Gibson, chief strategy officer
Michael F. Reeves, executive vice president, Global Markets
Brian S. Flynn, senior vice president, global chief information officer
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UPDATES
FROM THE GEM TEAM
Finance
W. Bruce Swain, Jr.
Executive Vice President,
Chief FinancialOfficer
Crawford Reports Substantial Improvement in 2010 Third Quarter Results
On November 4, Crawford announced its financial results for the third quarter ended September 30, 2010.
The Company reported substantial improvement in its third quarter earnings. The strength of the quarterly results reflects strong performance
in the International Operations and Legal Settlement Administration segments, and benefits from ongoing efforts in cost control. The Company
continues to face challenges in its North American property & casualty business due to benign weather conditions; and in the Broadspire segment,
the general economic conditions continue to be affected by employment levels in the United States. But, overall, Crawford’s business continues to
improve in delivering services globally to major clients, supported by new technology and service innovation which is being recognized by clients
and the technology industry.
Consolidated Results
Third quarter 2010 consolidated revenues before reimbursements totaled $254.5 million up 4% over $245.8 million in the 2009 third quarter. Third
quarter 2010 net income attributable to Crawford & Company was $13.0 million, compared to a net loss of $39.5 million recorded in the 2009
third quarter. Third quarter 2010 diluted earnings per share was $0.24 compared to the loss per share of ($0.76) reported in the prior-year quarter.
Revenues, net income attributable to Crawford & Company and earnings per share in the 2010 third quarter were impacted by a number of items,
including the positive effects of decreased defined benefit pension expense and the slightly negative impact of foreign currency exchange rate
changes. These are reflected in the table below:
In millions, except per share
amounts
3rd quarter 2009 results
Revenues before reimbursements
Net
Income (Loss) attributable to
Crawford & Company
EPS
$ 245.8
$ (39.5)
$ (0.76)
(Less)/Add:
Foreign currency impact in 2010
(0.3)
0.1
—
Decrease in pension expense in
2010
—
0.3
0.01
Goodwill impairment charge in
2009
—
46.9
0.90
All other changes
3rd quarter 2010 results
9.0
5.2
0.09
$ 254.5
$ 13.0
$ 0.24
Crawford used $25.1 million of cash in operations during the 2010 year-to-date period, compared to $9.8 million in cash provided by operations
during the comparable 2009 period. The $34.9 million growth in cash used in operations was due to increases in unbilled revenues and accounts
receivable, and higher contributions to the Company’s frozen U.S. defined benefit pension plan. The Company’s consolidated cash and cash
equivalents position as of September 30, 2010 totaled $42.2 million compared to $55.1 million at September 30, 2009 and $70.4 million at December
31, 2009.
To get a more thorough understanding of Crawford’s financial results, please review the third quarter press release that is available on Crawford’s
website.
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UPDATES
FROM THE GEM TEAM
Administrative Services
Allen W. Nelson
Executive Vice President, General Counsel, Corporate
Secretary & Chief Administrative Officer
Legal:
Christopher Pinney Named Head of Legal for Crawford in EMEA and Asia-Pacific
Crawford & Company has named Christopher Pinney head of legal for its Europe, Middle East and Africa (EMEA) and Asia-Pacific regions.
In his role, Christopher supports Crawford’s executive management in those regions and liaises with the Company’s Atlanta-based legal department
on corporate-wide issues, said Allen W. Nelson, general counsel and chief administrative officer. “As our international operations continue to grow,
having someone on our legal team with Chris’s background and experience in the United Kingdom and elsewhere will be invaluable,” said Nelson.
Chris reports to Allen and is based in London.
Chris trained at Gouldens English Solicitors and joins Crawford from Jones Day where, as a corporate solicitor, he specialized in mergers and
acquisitions, corporate finance and private equity transactions, as well as general commercial law. He is the author of a Jones Day Commentary
published in 2005 and was involved in various internal mentoring activities while with the firm.
Chris received a B.A. in history from Warwick University and a postgraduate diploma in law from the University of the West of England, where he
also completed his legal practice course. He was admitted as a solicitor of England and Wales in 2003.
“I am very pleased to welcome Chris to Crawford,” said Ian V. Muress, chief executive officer of EMEA and Asia-Pacific. “He will be a great asset
to the Company in relation to all corporate law and legal matters as we expand our footprint across the region and develop new services to meet
the evolving needs of our many clients.”
Compliance, Quality & Compliance:
KMC on DemandSM, Crawford’s on-line training resource, delivers a wide variety of claims training to the desktop, and now has over 10,000
learners from 70 clients using its on-line training courses. We have deployed a centralized compliance database into KMC, called Compliance
Genie. Crawford Educational Services has recently launched a pilot program for Property Technical Certification and has also conducted newly
developed “virtual classroom” courses for property and casualty. New, client focused, quality standards for property and casualty have also been
developed and deployed.
Corporate Communications:
As part of the shared services group, the Corporate Communications department is responsible for communicating internally as well as externally
through a variety of mediums.
The electronic communications area remains very active as the majority of our communications are sent via email blasts in the U.S., posted on the
global intranet or corporate website. While working through all of the components that go into creating a new corporate website, our day-to-day
activities include sending storm alerts, writing and posting news, creating animated presentations, taping audio messages, and enhancing business
unit and country-specific websites. In conjunction with our ICT group, on September 1, we were able to launch the internal version of the global
on-line directory. The directory provides employee names and contact information as well as office information globally. While the content is only
as good as the data supplied, we have established processes to capture the most accurate data available primarily for employees and locations outside
the U.S.
In addition to producing and distributing the Annual Report and the Strategic Plan earlier in the year, we have developed communication plans for
several departments on initiatives such as: business continuity; Lotus Notes email management project in the U.S.; data loss prevention; DSO; and
virtual training to be provided by Crawford Educational Services in the U.S.
We have designed, edited and produced numerous newsletters from around the world including the recent release of Tech Talk, an external publication
on Crawford Global Technical Services.
Along with our HR department, we successfully coordinated Crawford’s second Global Day of Service encompassing more than 1,200 employees
in 19 countries. While we were pleased with the turnout and excitement, we are always hopeful to get more participation next year.
Crawford and its business units continue to raise their profiles in key trade publications, which are read by insurers, risk managers and others we
want to reach with messages about the Company’s capabilities and results. In the first eight months of the year, we essentially quadrupled our
presence in articles and blogs in the U.S. publications and websites we target with our PR efforts. The majority of coverage about Crawford is
positive and we compare favorably with our competitors in terms of the number of articles published about us, both here in the United States and
in the U.K.
Continued on page 8
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-continued
UPDATES
FROM THE GEM TEAM
-continued
Building an effective public relations program requires contributions from many people. In the United States, our executives, adjusters and other
experts have written articles for influential trade publications, including Claims Magazine and Claims Advisor, and been featured in interviews in
Business Insurance, Risk & Insurance and Rough Notes, among others. We’ve also begun making inroads into local and national newspapers, with
increased coverage in the Atlanta Business Chronicle and recent mentions in the Wall Street Journal, Bloomberg News and bizweek.com, Business Week’s
website. Our PR efforts in the U.K. are equally fruitful, with major interviews and articles in Insurance Times, Insurance Day, Post Magazine and other
trade publications. The Media Center in the U.S. section of the Crawford website and the intranet’s Marketing Library feature a number of recent
articles.
To help guide our work in public relations, we recently adopted a corporate media relations policy that details procedures on working with the press,
including who to contact if a reporter calls, how to prepare for an interview and who may speak for various business units covered under the policy.
Since PR practices can vary by region and country, we are reviewing current policies and working to create policies where none currently exist.
We also are wrapping up work on our corporate social media policy and working on a training course to help prepare everyone for the launch of a
social media presence for the Company. Broadspire, in particular, has started to use social media to its advantage, with postings of several videos on
YouTube and Vimeo and contributions to several respected industry blogs.
Crawford Adopts New Social Media Policy
After much consideration by a social media team and executive management, Crawford has adopted a new global policy to guide the
use of social media in marketing and communications programs and by employees.
To develop the policy, the team researched social media, its benefits and potential pitfalls for a number of months, including surveying
employees for their input. The Global Executive Management team debated the team’s recommendations thoroughly before deciding
on a strategy for the Company.
“We decided to allow the use of social media as a business tool for a number of reasons, including its potential to reach wide audiences,
to target customers and to enhance our brand,” said Jeffrey T. Bowman, Crawford president and chief executive officer. “As a business
and industry leader and corporate citizen, we believe it is important to make contributions to the dialogue on a broad range of issues
that affect us. Sharing the exciting things we’re learning and doing helps ensure that we remain top-of-mind to our clients and potential
clients.”
While companies can benefit from the use of social media sites such as Facebook and YouTube and techniques such as blogging, it also
presents risks, such as those to an organization’s reputation, Jeff pointed out. To answer concerns and encourage the appropriate use
of social media, all managers and employees will be required to complete social media training. That effort is underway in the United
States and will be rolled out to international locations in early 2011.
“Emerging on-line collaboration platforms are fundamentally changing the way we communicate, work and engage each other,”
Bowman said. “We believe the Company’s interest is best served by participating in this important arena for interaction, idea exchange
and learning.”
New Office & Employee Directory Now Available on the Global Intranet
As part of our continuous effort to improve communication, we have recently completed a total upgrade of the Office and Employee
Directory on the global intranet. The new directory uses the latest Adobe Flex technology and leverages the Google Mapping software
utilized by the U.S. Property & Casualty Performance Dashboard. It provides the following benefits:
• Keyword search by employee, country, city, state, or zip code
• Google Map Search – Beta Test*
• All office/branch data updated daily from the Corporate Branch Master
• All U.S. employee data automatically updated daily by Lawson**
• Data for employees outside of the U.S. has been refreshed and re-uploaded as of June 1***.
• Printer-friendly
Continued on page 9
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UPDATES
FROM THE GEM TEAM
-continued
Human Resources:
Start! Atlanta Heart Walk
For the third consecutive year, Crawford & Company joined forces with the American Heart Association (AHA) to participate in the Start! Atlanta
Heart Walk on Saturday, October 30, 2010. The 5K Walk began at 9:00 a.m. at Turner Field in downtown Atlanta. Employees along with their
friends and family members walked in this year’s event along with 90,000 Atlantans. By participating in this annual event, Crawford employees are
helping the American Heart Association accomplish their mission of building healthier lives, free of cardiovascular diseases and stroke!
The American Heart Association has an extraordinary impact through their wide range of lifesaving activities. The AHA is working every day to
improve patient care, and to advocate for better health by reaching out to populations at risk and by raising awareness.
We are excited to be able to get onboard as a company to fight heart disease and stroke. Thank you to those employees who supported this years
events including contributors to fundraisers and office bake sales.
Participants involved in the Start! Atlanta Heart Walk
New Office & Employee Directory Now Available on the Global Intranet - continued
• Results are formatted to print 8 ½ x 11
• Users can either print just the text results or results plus map
• Results can be saved as a PDF or printed
For complete details on how to use the new directory, along with its many features and benefits, check out the Office & Employee Directory
User Guide under Intranet Tips on the global intranet. If you notice any incorrect information, please visit the Update Information page
located at the top of the directory for instructions on how to report data errors.
*The Google Map Search is being launched as a Beta Test – i.e. we are still testing and need your help to identify errors. There are many
locations outside the U.S. and some inside the U.S. that Google has not mapped correctly. If your location is not mapped correctly, please
submit your branch via the Branch Map Correction Form provided on the Update Information page.
** U.S. employees are strongly encouraged to check their office telephone and fax numbers for accuracy. If inaccurate, please log into
Crawford HR Self Service and update your information.
***If your country would like to set up an automatic feed to the new directory, please contact [email protected] for more
information. Until an automatic feed is set up, international updates will be processed manually as time permits.
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UPDATES
FROM THE GEM TEAM
Property & Casualty – Americas
Kevin B. Frawley
Command Center 3-D Tour Debuts at NAPSLO
Convention
In October, Crawford & Company held a reception for clients and prospects
during The National Association of Professional Surplus Lines Offices
(NAPSLO) Annual Convention at the Marriott Marquis hotel in Atlanta,
Georgia.
The event showcased Crawford’s innovative solutions to claims outsourcing
with a 3-D virtual tour of the Crawford Command Center, on-line
demonstrations of the Performance Dashboard, and an interactive display and
video of The Crawford System of Claims SolutionsSM.
Representatives from Brit Syndicates Limited, Lloyd’s America, Markel, Ironshore Insurance Services, CNA, Russell Bond and Agency Management
Corp were in attendance and were impressed with Crawford’s pioneering use of technology to provide customer service capabilities that are
unmatched in the industry.
Americas Conference Held in Washington, D.C.
In early August, more than 130 Crawford senior associates from Canada, Latin America, the Caribbean and the U.S. convened at the Gaylord
National Harbor in Washington, D.C. under the theme of “Growing Together.” This was the second annual gathering of the Americas managers
held in conjunction with the Contractor ConnectionSM Annual Conference.
Crawford President and CEO Jeffrey Bowman opened the conference emphasizing the importance of increasing revenue, attracting new business,
supporting existing business operations with technological improvements, and continuing our disciplined management of selling, general and
administrative (SG&A) expenses among other Crawford highlights. He also pointed out the need to focus on shifting our business mix from 40%
program business and 60% event-based business to 60% program- and 40% event-based. In doing so, we will have a much more sustainable business
model at Crawford, thereby lowering the dependency on uncontrollable factors such as weather-related events.
Property & Casualty - Americas CEO Kevin Frawley spoke of the importance of developing strong and sustainable top line growth, and addressed
how to leverage our strengths to help attain our goals. Some of these include the continuing growth and success of Contractor Connection, the
power and reach of the GTS network, recent business wins in Latin America and a new company-wide focus on increased business development
activity throughout the region. Kevin highlighted several areas of focus that will define our future success: better margins, higher revenue, reduction
of Days Sales Outstanding (DSO), the importance of The Crawford System of Claims SolutionsSM as a unique selling proposition, utilization of
Salesforce.com and building a more predictable business model through a robust Business Process Outsourcing (BPO) strategy.
To help kick off the opening session, Crawford Board of Directors member General Russel L. Honoré gave an inspiring speech that focused on
leadership principles that include the need to collaborate and have a unity of effort; the necessity to “see first, understand first and act first;” and
stressed that leaders cannot be observers – they must be players.
Early in the conference, all attendees participated in a teambuilding event in which Crawford donated more than 1,000 pounds of food to the Capitol
Continued on page 11
Participants involved in team-building exercise.
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UPDATES
FROM THE GEM TEAM
-continued
Area Food Bank. Before donating the canned goods and other non-perishable items, participants were divided into eleven teams with the mission
of constructing mini-golf holes utilizing the donated food items. Besides supporting a worthy charity, the event helped build teamwork among the
group, fostering camaraderie for all involved. At the end of the event, the food was collected, placed in trucks and delivered to the food bank.
Several presentations were given by many of our key verticals from all the regions in the Americas. There were special presenters including Carlos
Davis of Chartis who spoke on the finer points of their partnership with service providers, exceeding customer expectations and the levels of service
expected in claims handling. From the UK, Richard Day, vice president of the Lloyd’s and London Market, spoke about our opportunities in this
market that is expanding in the Americas. Currently, more than 45% of Lloyd’s business is written in the U.S. and Canada. Another highlight was a
product fair, where attendees were divided into groups and visited eight different presentations on innovative services and technology.
The Americas meeting then merged with the Contractor Connection conference (see next article).
Overall, the second annual Americas Conference proved to be a big success in providing valuable information on how we can grow together in a
challenging economy and offered a rare occasion to interact and share ideas with our peers across the Americas.
Click each image for a larger view or click here to view more photos from the conference.
Contractor ConnectionSM Conference
Held concurrently with the Americas conference, the 2010 Contractor ConnectionSM Conference was also in August at the Gaylord Hotel & Resort
on the National Harbor near Washington, D.C. The Contractor Connection conference, now one of the largest restoration expos in the country,
hosted over 1,900 attendees and 105 exhibitors, despite the need to reschedule the original location and date due to flooding in Nashville earlier
this year.
This year’s theme, “Quality Focused-Performance Driven,” provided a unique opportunity for network service providers to participate in training
sessions and learn from top insurance carriers about their expectations for providing exemplary service to their customers. Workshops and training
covered topics from employee retention to new software applications and new restoration technologies and techniques. Participants heard from a
number of speakers about the importance of managing to exceed expectations, the keys to being successful in a competitive environment, and the
many opportunities that lay ahead for them through Contractor Connection.
Keynote speaker, Lisa Ford, was well-received for her comments on how to provide exemplary customer service. Ford is the author of the videotape
series “How to Give Exceptional Customer Service,” the #1 selling business tapes in the U.S. for more than three years. She has over 20 years of
experience presenting on topics of customer service, leadership, team issues and change and was inducted into the Speakers Hall of Fame by the
National Speakers Association in 2002.
Kevin Frawley, property & casualty - Americas region CEO, was on hand to recognize Contractor Connection for their growth and program
success and to express his anticipation that the program would continue to expand into other countries. In light of the recent launch of Contractor
Connection in Canada, John Sharoun, chief executive officer of Crawford & Company (Canada), presented Larry Thomas, senior vice president
of Contractor Connection, with a Canadian hockey jersey and spoke about the success of the partnership between Crawford Canada and Contractor
Connection, highlighting excellent teamwork and an effort made by all. Larry gave a promising overview of the exceptional service that Contractor
Connection provides to the industry and keys to success for network members to continue to focus on to grow their business.
“We are quality-focused and performance-driven in everything we do, and this conference is no exception,” said Larry. “Based on the feedback we
receive and continuing increases in attendance each year, we believe our conference offers our clients and network partners with tremendous value
and we remain committed to serving as the conference host for years to come.”
Click here to view more photos from the conference in the global intranet, under Country News.
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UPDATES
FROM THE GEM TEAM
The Garden City Group (GCG)
David A. Isaac
The Garden City Group
The Garden City Group Launches Rebranding Initiative
The Garden City Group, Inc. (GCG), has unveiled a newly redesigned corporate
website that reflects the firm’s recent rebranding initiative.
GCG is the recognized leader in legal administration services for class action
settlements, bankruptcy cases and legal noticing programs, with more than 400
employees in offices coast-to-coast. The overall rebranding effort, new logo
and revamped website (www.gardencitygroup.com), created in tandem with SoHo
advertising agency Barker/DZP, present a more contemporary, dynamic image that
better reflects the firm’s forward-thinking outlook, breadth of services, expertise and technology leadership.
“For more than 25 years, GCG has earned the confidence and respect of the legal community when it comes to handling administration services for
class action settlements, bankruptcy cases and legal notice programs,” said David A. Isaac, chief executive officer of GCG. “Our recent rebranding,
as reflected in this new website, more effectively communicates our capabilities, dedication to quality and technology leadership.”
GCG has handled some of the largest and most complex cases in class action history, including the $6.1 billion WorldCom Inc. securities
litigation, Visa MasterMoney antitrust litigation and Engle Trust Fund distribution. On the bankruptcy side, GCG has handled several high-profile
administrations, including the General Motors bankruptcy, which is viewed by many as the largest and most complex bankruptcy of all time.
“At GCG we are constantly looking towards the future and our new rebranding initiative will help us do that,” said Neil L. Zola, president and chief
operating officer of GCG. “Our new website provides a fresh, well-designed look which creates an informative experience for our online visitors.”
To learn more about GCG, visit their website.
GCG Named “Best Claims Administrator” by the New York Law Journal
The Garden City Group, Inc. (GCG), has been voted “Best Claims Administrator” by the New York legal community, according to the New York
Law Journal’s “Best Vendors of 2010” edition.
The prestigious journal polled lawyers and other legal professionals to determine the outcome. More than 2,000 votes were received from over 400
firms, and GCG came out on top as “Best Claims Administrator” in the Litigation Support category.
“As a company that places such a high priority on client service, it is a great honor for us to be recognized as best-in-class by the legal community,”
said David Isaac, chief executive officer, GCG. “For more than 25 years, we have always resolved to earn the confidence and respect of our clients,
and will continue to offer the services and support necessary to retain this top position.”
“I want to commend the GCG team for earning this highest of accolades, and thank our clients for trusting us to handle some of the profession’s
most complex assignments in both the Class Action and Bankruptcy arenas,” added Neil Zola, GCG president and chief operating officer. “We will
continue our commitment to provide clients with the highest levels of service, professionalism and excellence.”
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UPDATES
FROM THE GEM TEAM
Broadspire
Kenneth F. Martino
President & CEO
Broadspire
We are currently experiencing a very competitive marketplace, and need to position ourselves to be successful, even in a down economy. Management
structure and overhead cost must match the economic reality. As you know, we recently made some difficult decisions about restructuring our
organization in the U.S. As difficult as this was to do, it is the right thing for the business. Believe me, this is not something any of the management
team wanted, but it was necessary for the business to grow and be successful in the future.
The challenge now is how do we make these changes pay off and position ourselves for future success? Everyone has a lot invested here, both
personally and professionally. We all need to work together to fulfill our potential. By continuing to focus on our key objectives, as well as relentlessly
executing those objectives with passion and engagement at all levels of the organization, we can achieve greatness.
Broadspire’s five key objectives are:
1. Attract New Business and Retain Customers
2. Technology
3. Inventory Management
4. Innovation
5. Employee Commitment and Engagement
I am going to start with Employee Commitment and Engagement – it is all about you, our Broadspire employees. As we have emphasized in our
marketing campaign: you provide quality, consistency and outcomes with passion. Our aim is to exceed the level of service our customers expect
from us. All of us can help the organization today and in the future. We need everyone to be passionate and positive about delivering a quality claim
service. Enthusiasm for what you do can be contagious. We all help the momentum of the organization by responding to peers and customers in
a positive manner. Try it some time, when someone is having a bad day, give them something positive to think about, pump them up and see the
difference in their perspective. There are a lot of positive things happening if you choose to look for them.
Some positives for Broadspire include our quality scores in claim and medical management. These have been consistently improving on both
internal and external audits. In 2008, we had eight offices not reach the minimum quality assurance (QA) score on our internal audits. These are
usually tougher than customer audits. In 2009, we had only four offices not meet the minimum QA score. Through the first half of this year, we
only had one office not reach the minimum QA score. This is in addition to all of the customer and carrier scores we have been getting in the 95%
range. Good things are happening out there for us to be positive about.
Attract New Business and Retain Customers
The first part of the year started out slow for us. We lost some significant customers, Boeing being the largest. Since that time we have improved
our retention and in June, reached 92% for the month. The best tribute to doing a good job for the customer is for them to expand their business
relationship with us. In the first half of 2010, we added $1.3M dollars of new business from existing customers. I think there is still more opportunity
out there that we all need to work for by delivering on our service.
On the sales side, the market started out slow, not a lot of opportunities came to market and those that did were on the smaller side. Recently, new
business has started to take off. We’ve had several new business wins in the last three months and our pipeline of new opportunities is at the highest
it has been in two years, giving us a great opportunity to write lots more new business. All of our management team is focused on new business
development and closing deals with new and existing customers.
We have expanded the Broadspire brand globally with operations in the UK, Europe and now moving into the Asia Pacific market – opening offices
in Singapore and Australia. As the business world becomes more global, so has Broadspire. This gives us access to many companies that are now
taking a global approach for their claims management programs. Shell Oil is a good example of a recent win where we picked up the US business
based on our service globally for Shell. There are lots of these opportunities out there for us to take advantage of in the future.
Technology
We are on track to begin implantation of RiskTech 1.2 in December 2010. Once we complete this next phase, we will have 85% of all of our claims
on RiskTech. In September of this year, we released our new Peer Review System (PRS) which provides web based automation for processing of
Peer Review cases. This not only brings automation and efficiency to our Peer Review process, but expands our capabilities to provide service to
existing and new customers.
Hopefully by now, you have all heard about DmitriSM, our new suite of risk management information systems(RMIS), Our newest web-based
technology will provide all the functionality clients will need – from a simple claim inquiry application to a sophisticated loss forecasting application
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and everything in between. This gives our customers the power to look at every aspect of their program anywhere they can gain web access. We
are working diligently with our international groups to expand our reach to new markets with “Global Dmitri.” This opens access to many new
international markets for providing our products and services.
With the implementation of RiskTech last year, we started the move to electronic documents and we are on our way to becoming fully paperless.
Through Dmitri, our clients have access to important documents and medical bill data on a real-time basis. We know there is still a lot of work to
be done to build more features into our operation and we still have a lot of paper out there today. We have chosen a partner with lots of experience
and technology to assist us in this endeavor – who knows more about documents than Xerox?
Inventory Management
We have made great progress thanks to the leadership of Chris Lemon and all of the office coordinators who work on this daily. We have seen
progress in both the core business and the Kemper runoff as well. In June, we had a reduction in open inventory of 6.5% for workers compensation
(WC) and 10.5% for liability. These are some of the highest totals this year. We don’t close files and then rest on our laurels – this is a way of
doing business and a part of our everyday routine. By keeping a tight grip on inventory, we provide operational efficiencies which keep our price
competitive, reduce loss costs by not allowing the claims to age and improve service by timely and consistent resolution of claims. With capital
constraints in the insurance market, a number of customers and carriers are looking for solutions to aging claims. We have a ready made solution to
their problem with our inventory management program. More importantly, we have results to show them how we do it and the impact it can have
on their claims.
Innovation – the sizzle, what keeps us ahead of the competition
I have talked before about our process, analytics and medical capabilities. Since that time we have put new processes in place, used analytics to
quantify and measure opportunities and developed some innovative medical solutions along with some new services. Here are just a few of our new
or enhanced services:
• Defense Base Act (DBA) Claims – We are now providing a specialized service for claims occurring in places like Iraq, Afghanistan and other
countries where military actions are taking place. Civilian companies are involved and need claims services to handle the injuries to their
workers.
• The Bold Network – Through detailed analytics and the hard work of our medical and network staff, we have built the most innovative
WC medical network in the industry. Rather than taking the traditional broad-based approach of buying services from one large network,
we have crafted a network of specialty providers and best-in-class regional networks that can be customized to customer needs and increase
medical savings for our clients.
• Chronic Pain Program –This is where innovation really kicks in and pays off for our customers – spotting the issue of what causes claims to
age and developing a solution that can help reduce the duration is what innovation for our customers is all about.
Yes, we have hit a difficult stretch. We will overcome it. The Crawford & Company and Broadspire management teams are still very positive about
the business opportunity present in the TPA business. Staying positive and performing at the highest levels are things we can all do to help us
through this challenging period.
I appreciate your dedication and commitment to Broadspire. You have my commitment to do everything I can to make Broadspire a great company.
Sincerely,
Ken Martino
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Europe, Middle East, Africa
and Asia-Pacific
Ian V. Muress
EMEA & AP
Growing the business remains a key priority across the Crawford Group and it is with this in mind that I begin by referring to two key areas of focus
for the EMEA AP region in the coming months.
Growth Focus
Firstly, the opportunities in CEMEA are enormous, it is seen as a region with potential for exponential growth, but also a region where it is
challenging to realise that potential. With this in mind, in July I was delighted to announce the appointment of Mark Harman as chief executive
officer in the CEMEA region. This appointment, reporting into me, is key to strengthening the CEMEA management team along with Charlotte
von Krogh and Brian Clark and will help to improve the overall management within the region to ensure that the many business opportunities
that exist will be fully exploited.
Another area waiting to be exploited is the dynamic household sector of the personal lines market.
Greg Gladwell, the former UK Property Claims operations director at Aviva joined Crawford in June as managing director of Crawford Home,
to accelerate our plans to introduce fully bundled services across this sector under the emerging brand of Crawford Home. This strategic branding
of out domestic claims solutions will differentiate us from our competitors, align us more closely with our clients, improve the customer journey,
deliver added value, and promote longevity in our client strategic partnership. This will be an international role and Greg will work with all EMEA/
AP regions to develop products and services with the local operations and build on the expertise and market capability created by Crawford in the
UK in recent years.
Being able to adapt to the continually changing needs of our markets is vital as we grow and develop the business across the EMEA AP region.
Working together
The benefits of working within an extended region are many; best practice, business opportunities and innovation can be more easily explored.
It gives me great pleasure, therefore, to see the evidence of our regions coming together to work on projects or to provide our clients with the
service they expect. Some of the key activity currently being worked on is detailed below:
• Customer Relationship Management via our proven Executive Sponsorship and Key Account Management strategies ensures we are
working more consistently with each of our clients in a strategic partnership. Where we are able, we leverage these relationships into
panel partners, multi-business lines or ultimately servicing these clients via our Global Markets.
• Differentiating our various core businesses via our global re-branding strategies is best illustrated by our ongoing promotion of
Broadspire, GTS and SLS, as well as our continued investment in our corporate Crawford brand. By continuing to work together in
the roll out of these brands across our regions, we are delivering quality consistency and are better able to compete in these market
segments more effectively.
• Professional Development and Staff Training is best highlighted by the continued investment in our corporate MBA and the
emerging leaders programmes, and the continued investment in our core professional qualifications from both the CII and CILA.
Finally, I am aware of the many others we assist and provide support to in your studies to become chartered professionals across the
breadth of our business.
• The development of the Claims Management System (CMS) in Asia Pacific is progressing well and is a collaborative effort involving
Crawford Canada, Australia and the various Asia operations. Development is run out of Canada. Helpdesk and IT support is run out
of Australia.
• Mail Archiving - We are now running our Mail Attender product across mail files at Birmingham, Milton Keynes and the CRAWRMT1
Server which services all of our Home Based Users and a number of Roaming Users. It is vital that we bring our mail file sizes down to a
manageable level and on-going adherence to our Records Retention Policy, the implementation of Mail Attender will allow us to automate
and easily manage this process.
Business Updates
UK
Crawford UK has achieved some significant business wins this year and this is an excellent achievement. Growth and success brings with it many
challenges and having listened to clients, managers and staff, the General Insurance (GI) business area recently announced a reorganisation of its
structure with the aim of:
• Bringing greater product line focus to better support key clients
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• Sharpening service delivery by aligning related teams more closely and becoming a more flexible workforce with a single shared
objective – to be the best
• Investing more in growing technical excellence through training, career paths and succession planning
The new structure will ensure they are in the best position to continue with their level of success. Implementing significant wins is a challenge to
all who are involved and tests our mantra of ‘working together’, however I am pleased with the positive responses and the continued commitment
of our staff in meeting these challenges – thank you for all your support in growing our company.
CEMEA
Following the strengthening of the management team in CEMEA, much work is now taking place to review their product lines so that they are
understood in line with clients’ expectations. This includes exploring three key areas of product standards, definition and value, product profitability
and the quality of the products and services. Only in doing this can we ensure our offering meets clients’ requirements and provides us with the
growth opportunities we seek.
In addition, the development of fraud solutions in CEMEA is progressing well with the various fraud components being defined.
An outsourcing contract with a major insurer in Spain was successfully won due to a combined effort which involved Felipe Gangoiti leading a
Spanish team, and advice and support from Niels de Kock, Mark Harman, Brian Clark, UK, regional and Atlanta finance.
As Crawford Home has started to be developed in the UK, elements of this are being taken as work is also starting in CEMEA.
Asia Pacific
In July, Global Technical Services (GTS) was launched within Australia. The new division, which has nearly 30 staff, follows the launch of our first
GTS division in London in November last year.
GTS specialises in the management of large and complex claims; and between 2004 and 2009, Crawford worldwide handled in excess of 8,000 claims
which had a combined reserve of in excess of $US40 billion which highlights why there is an important need to handle these claims well.
Our Motor product is being promoted across the Asia Pacific region with inquiries and discussions taking place with a number of our large clients
in Singapore, Malaysia, Hong Kong, Australia, New Zealand and Indonesia. An IT solution to handle motor claims in the region via Internet is
currently being developed to support this important area of development for us.
The deployment of CMS across the AP region continues, with CMS now operational in Thailand, Hong Kong, Indonesia, Vietnam, and Malaysia..
The remaining EMEA AP countries (Australia, Singapore, Philippines, Taiwan and China) will be deployed in the next few months. Features
developed for one country are frequently ‘exported’ to other countries where there is commonality in process, client requirements, compliance and
so on so this opens up new possibilities for CMS to be introduced into all countries in the future and accessed from a central regional call centre
for registration of new claims.
Client Engagement - “It’s good to talk”
In these times of considerable business pressure to continually deliver more with ever finite resources, it can be difficult; so where opportunities
arise for us to support our clients in achieving their business objectives it is important we engage with them.
Such an opportunity arose recently in the UK with a request from the NFU Mutual who challenged Crawford to raise knowledge and improve
farming familiarisation among their claims staff with the aim of increasing awareness of the issues facing their farming members when making a
claim. The result was a UK Farming and Agriculture Conference on 21st October, which was developed and managed by Crawford and hosted by
the NFU Mutual. This event was attended by over 80 delegates including the NFU Mutual senior management team and members of the executive
team.
The conference was a great success and has resulted in plans for the conference to be taken to all NFU regions during 2011.
The following testimony from this very important key account within the UK demonstrates that good dialogue in whatever form is essential in
making a positive impact on client relationships: “I have been with the Mutual for 6 months. I have learnt so much today. This is the best meeting I have been
to since I have been with the Mutual. I am looking forward to working further with the Crawford ARIEL Team; they are a great team and I value their Technical
Competency. The presentations gave me a real insight into how these specialist claims are handled in the field and through the Technical Skills acting at the early stage
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of the claim results in pulling the Mutual out of disastrous situations. David Waite’s presentation was a perfect example of this - well done David.” Matthew Scott,
technical claims manager, NFU Mutual.
In addition to the above, ever greater levels of client engagement within the UK is being achieved through strategic planning days with ACE, Allianz,
Aviva, AXA,Brit, Chartis, Chubb, Ecclesiastical, Legal & General, Lloyds Banking Group, Nationwide, Royal Bank of Scotland Insurance, RSA, and
Zurich.
In engaging with our clients, it will not only help to secure our relationship with them, but will also help to align our own business aims and
objectives with those of our key clients.
Award Winning Region!
To be recognised for doing things well is always a welcome reward whether from our clients or equally from the industry, so for two of our regions
to have been recognised this year is a great achievement.
Crawford UK was named top loss adjusting firm for the second year running when they were again named the number one loss adjuster winning
the London Market Leaders Order of Merit. Our clients’ decisions on claims service providers are made based on our people and experience, our
technical capabilities and expertise, and finally, our global reach aided by extensive local market knowledge. (See article in Currents ‘Congratulations’
section for more details.)
I was also delighted to learn of Crawford & Company Australia being awarded the Loss Adjuster of the Year award at the Australia and New Zealand
Insurance Industry Awards 2010 in August. The judges were particularly impressed with their forward-looking approach to the industry through
initiatives such as the integration of wireless tablets (Delta) to significantly speed up the claims process, the launch of Global Technical Services
(GTS) to specifically service major and complex claims and Crawford’s overall ability to provide high quality technical support to the industry every
day. Congratulations to everyone involved.
Finally, in our quest to become the employer of choice, it pleases me greatly that employees across the region are achieving industry individual
recognition. In Asia Pacific, the Australasian Institute of Chartered Loss Adjusters (AICLA) Awards Honour Board recently showcased the winners
of the institute’s various prizes and awards from 2009 with three of the five awards being presented to Crawford employees:
• Emily Hart, Crawford & Company (Australia) Pty Ltd SA who won The Diploma Prize
• Vu Thanh Son, Crawford & Company Vietnam who was awarded The Syd McDonald Young Adjuster Award
• Rebecca Douglas, Crawford & Company (Australia) Pty Ltd QLD presented with The Brian Geraghty Prize (QLD)
Well done all!
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UPDATES
FROM THE GEM TEAM
Global Strategy, Projects &
Development
Glenn T. Gibson
Chief Strategy Officer
The past 24 months have been a remarkable period of time for Crawford & Company. In early 2008, our Global Strategy Projects and Development
(GSPD) team spent a considerable amount of time putting together a Tier 1, three-year strategic plan. This plan included the establishment of four
global goals and 20 strategies we designed to achieve these goals. There were measurements set as to what we wanted to achieve by the end of 2011.
We felt the goals we were setting were a stretch but achievable.
Our business unit leaders integrated the Tier 1 plan into their operations and we began to execute on the strategies, then came the global economic
meltdown in Quarter Three of 2008 which impacted all of us. And, as we all watched events unfold on a daily basis, there was considerable
speculation on where the bottom might be. The world had not seen this type of event since the Great Depression of the early 1930’s.
Like many organizations, we took steps at the corporate level to protect the company from what was unfolding. And, the three-year strategic
plan was quickly narrowed down into a one-year plan for 2009 and then again for the 2010 year. Earlier this year, as stability was returning to the
global markets, Jeff Bowman led his Global Executive Management Team (GEM) into developing specific strategic objectives that would carry us
into 2011 but also re-forecasting our measurements towards the year 2013. The business unit leaders on the GEM recently met with our Board
of Directors to obtain input and guidance on finalizing these objectives; and the timing of this session was critically planned to lead into our 2011
budget season. “Execution” was the constant theme around our planning discussions. Do what we say we will do. You will hear more about the
outcomes from this strategy session as details are developed.
Since the formation of the GSPD group in 2008, these team members have worked with all of the company’s business units in the development
of their strategies. While some have transitioned into different roles within the company, all have maintained a linkage to the GSPD, further
strengthening the group’s synergy and global reach.
Crawford and GTS Collaborate in a Unique Training Opportunity
In the late 1970’s, the USA was “on fire”, sometimes literally. Economic conditions were poor and unfortunately this led to an incredible surge in
arson for profit schemes whereby policyholders were seeking to “sell” their homes or business to their insurance company by committing a criminal
act. And, why wouldn’t they considering that the arrest and conviction rate for arson was so low?
The Bureau of Alcohol, Tobacco, Firearms & Explosives (ATF) concluded that in order to combat this crime they needed to participate in providing
the insurance industry with ‘tools’ that would allow them to be a more effective partner in fighting this crime. They reached out to the International
Association of Arson Investigators (IAAI) to put together a unique teaching program that they were prepared to host at the Federal Law Enforcement
Training Centre in Glynco, Georgia. This leap of faith on the part of ATF would put non-law enforcement personnel onto their locked-down
training facility to learn from world class instructors.
This training program was an instant hit with long waiting lists. At the same time, most U.S. states began rolling out Arson Immunity Laws which
helped insulate insurers from bad faith litigation if they cooperated with the authorities in their investigation.
In 1990, Glenn Gibson, Crawford’s chief strategy officer, attended the program as a student. He was very impressed not only with the quality of
the instructors but the adult-based interactive training that utilized actors and role players to help create real-life scenarios that converted classroom
teaching into useable skills. On returning to his home country in Canada, he made inquires about bring the program to Canada as there was a
similar arson problem. ATF in Washington readily agreed and within several years the entire roster of instructors had come to Canada twice provide
an incredible learning experience. Proceeds from one of these events saw a large sum of money donated to the Educational Fund for the federal
officers killed in the Oklahoma City bombing.
Glenn was able to establish a strong working relationship with ATF that led to a teaching opportunity with this program. This led to creating
curriculum for internal and external training programs at ATF and the IAAI. These efforts were formally recognized with awards from both the
US government and the IAAI. And, 18-years later he is the driving force behind an annual seminar that continues to deliver an incredible learning
experience for students from all over the world.
To date, Crawford has over 60 graduates from this training program in the past 20 years. This includes Bill Johnstone who is senior vice-president
of our GTS business in the Americas Region. The most recent 5-day course saw three GTS adjusters from the USA attend the program--Micah
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Thoman (Schaumburg); Jim Ryder (NY) and Orvin Wills (Atlanta). Last year saw Jeff Lenhart (Raleigh) and Todd Asher (Des Moines) at the
course. The intense program included:
• Update on current legal and regulatory climate in the U.S.
• Effective selection and use of a fire expert
• Origin and cause investigation techniques
• Live flashover demonstration
• Interviewing techniques
• How to conduct a financial investigation
• Case management techniques
• How to present courtroom testimony
Our GTS loss adjusters are the best in the world. It is important for them to embrace the path of continuous learning. Crawford is well represented
at this world class training event with Glenn Gibson’s participation as an instructor and a steady flow of willing students who are lined up to attend
this event.
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Global Markets
Michael F. Reeves
Executive Vice President
Global Markets
Summary of Global Markets Projects
Allianz Global Corporate & Specialty (AGCS)
Last year Crawford & Company signed a new global services agreement with Allianz Global Corporate and Specialty AG (AGCS) headquartered in
Munich which superseded all the existing agreements with AGCS.
AGCS was looking to leverage its relationship with its global service providers and Crawford, with its multinational infrastructure, is better placed
than most of its competitors to benefit from growing this relationship.
In order to meet AGCS’s requirement of the global compliance of services and Crawford’s concept of global key account management which is
being promoted in Global Markets, it has been proposed to initiate an official project to understand the relationship we have with the client on a
local basis and build the AGCS Global Account Management Plan.
Global Technical Services (GTS)
When Global Technical Services (GTS) was re-launched in London last year, commitments were made to the market around the new brand and
value proposition. It was recognised that GTS needed a distinct and relevant identity both internally and externally in order to change this perception
and establish a global leading brand in this segment.
Our aim is to make the GTS proposition more relevant to our clients’ requirements and in particular making it easy for them to access our
expertise by industry and product line – we are also improving our strategic planning around major loss including the global introduction of project
management to support our client promises. We are also improving our customer relationship management and providing better management of
indemnity spend and quality loss analytics and management information.
This project is effectively an overarching project to monitor and support the individual regional and territory plans for GTS in 2010 and is facilitating
the roll out of the GTS brand and proposition globally.
The global project plan has been produced to support and control the implementation of the many GTS related activities throughout the Group.
Reinsurance Market
The Reinsurance Market project addresses the creation of the Reinsurance Market Strategy Plan on the part of Crawford to better meet the risk and
claim needs of the Reinsurance Market and to grow our business with this client base.
As a part of the project we have researched the Reinsurance market and conducted a series of interviews with leaders from within the Reinsurance
community. The results of this work will give us a better understanding of the major Reinsurers’ own future claims philosophy and strategy and
how we can map our own plans to this. We are also getting a much better understanding about our existing relationships with this market. The
response from the major Reinsurers has been encouraging and they have been keen to share their key business drivers with us. The results from
those interviews will be an integral part of the creation of the Reinsurance Market Strategy Plan.
QBE
The purpose of this project is to build a strategy around managing our relationship with the QBE Insurance Group, one of the top 25 insurers and
reinsurers worldwide. The project will explore the current business drivers of the QBE, Crawford’s existing relationship with the client and devise
a strategy for business growth and future opportunities. This will be captured and documented in the Global Account Management Plan which will
be owned by the dedicated Global Relationship Manager for QBE.
Wells Fargo Global Brokers Network
Crawford has secured a nomination as a specialist supplier of claims management services on a global basis. Wells Fargo is looking to leverage its
relationship with its global service providers and Crawford & Company, with its multinational infrastructure is well placed to benefit from growing
this relationship. The purpose of this project is to build a strategy around managing our relationship with the Wells Fargo Global Broker Network.
The project so far explored the size of the Wells Fargo Global Broker Network and Crawford’s existing relationship with the broker’s members.
Final deliverables of this project will be captured and documented in the Strategic Account Plan for the Wells Fargo Global Broker Network which
will be the platform to manage our relationship globally with this client.
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Crawford GTSSM Publishes Tech Talk
Crawford Global Technical ServicesSM (GTS) recently published Tech Talk, a newsletter designed to demonstrate thought leadership about the
insurance and adjusting industries from the expert adjusters who make up one of Crawford & Company’s most prominent and recognizable service
offerings.
The articles and papers in Tech Talk highlight and reflect on some of the most newsworthy and relevant events in our industry. The new issue, which
was distributed to GTS clients last month, features such wide-ranging topics as using catastrophic loss and fire experts to help evaluate claims,
dealing successfully with salvage, and preparing for potential chemical, biological and radiological terrorist attacks. Contributors to the first issue
were Bob Krywiak from Canada, Roger Stokes from the UK, and Glenn Gibson from the GEM team.
To read Tech Talk, click here.
Andries Willemse Appointed Vice President, GTS
In June, Andries G. Willemse began serving in the newly created role of vice president of Global Technical Services (GTS), reporting to Michael
F. Reeves, executive vice president, Global Markets. In this new role, Andries helps develop and implement strategic plans for the worldwide group
and further grow this market-leading service. He is based in Atlanta.
As part of our global planning group, Andries has been working with GTS on strategy and project management for quite some time. He is now able
to make greater use of his extensive insurance industry knowledge, strategic planning capabilities, management experience and familiarity with GTS
to help us continue to expand this critical business, which is a major differentiator for Crawford worldwide.
In addition to strategic planning, Andries’ responsibilities include:
• Introducing a project management approach to implementing aspects of the strategic plan
• Introducing greater innovation into the GTS product range
• Managing the Global Large Loss Database
• Developing worldwide operating protocols and
• Furthering thought leadership efforts to cement Crawford’s reputation as a market leader
Andries also continues to work with Glenn Gibson, chief strategy officer, on corporate strategic planning issues. He is a member of Crawford’s
GTS Council and the GTS Executive Council, our global leaders who develop strategic plans and coordinate operations for our services, and
continues those involvements in his new role. Current reporting relationships and operational roles in GTS remain unchanged.
After 15 years as an accountant and management consultant, Andries joined Crawford in 1998 as a senior adjuster in South Africa. In 2004, he was
promoted to the position of managing director of operations in sub-Saharan Africa. He later served as vice president of quality and compliance for
our global property and casualty business and in 2008 was appointed vice president, Global Strategy, Projects and Development, leading a wide
variety of corporate, U.S. Property & Casualty and GTS planning efforts and projects.
A certified accountant with a number of professional examinations completed, Andries holds both master’s and doctoral degrees in business
administration from the Business School Netherlands, Buren, Netherlands. His post-graduate work focused on strategic planning issues in the
knowledge worker environment.
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Information and Communications
Technology
Brian S. Flynn
Senior Vice President
Global Chief Information Officer
We are pleased to announce, for the second year in a row, Crawford was named one of the Top 500 Business Technology Innovators by InformationWeek.
Our InformationWeek 500 application highlighted the Information and Communications Technology (ICT) team’s willful exchange of ideas, openmindedness, and relentless pursuit to deliver positive results. Many of the global companies named in the InformationWeek 500 have higher
headcounts and larger budgets than Crawford, yet ICT continues to execute on strategic and innovative initiatives while containing costs. Our
consistent high ranking compared to our industry peers is an additional validation of our strength in strategic direction, our culture of innovation,
and our focus on execution.
Strategy
Some of the important Global Systems Roadmap (GSR) strategic initiatives underway include:
Convergence of the legacy claim administration applications into the strategic systems at U.S. Property & Casualty, Broadspire (with the RiskTech
roadmap), EMEA, and other regions. This will bring operational efficiencies and technology cost savings. CMS is the claim platform of choice and
the enterprise-wide standard, while RiskTech continues to be the strategic claim administration platform for Broadspire in the U.S.
• Evolution of the CMS application suite into the global platform for claim administration by adding business process management workflow,
business rules engine, and customization / localization capabilities. This will help us achieve operational efficiencies and adaptability focused
on client needs in the evolving marketplace.
• Evolution of the Dmitri business intelligence (BI) application suite into the global platform for delivering access to claims, data, reports, and
analytics to clients. This will allow us to expand RMIS globally, leveraging the BI investments for multiple lines of business, and providing
consolidated global information to multinational clients.
• Evolution of the Broadspire paperless environment. Tremendous progress has been made toward our ultimate vision that will realize a
completely paperless claim operation. Dmitri Element 26 now provides seamless access to claim attachment documents as well as associated
medical bills.
• Expansion of core claim processes and BI into mobile devices such as tablets and smart phones. This will empower our mobile workforce,
improve client service, and give competitive advantage to Crawford. This work stream is closely aligned with the CMS and Dmitri product
road maps.
Innovation
Innovative culture continues to improve at Crawford. ICT employees have developed several innovative proof of concept projects that have been
met with strong interest by the business. For example:
• The Crawford Virtual Trade Show provides clients and prospects with a role-playing, three-dimensional trade show experience presenting
products, services, and promotional material all year round.
• The Smart Phone Application prototype extends claim processing to mobile telephone devices and leverages the phone’s geographic positioning
system, camera, microphone, and other capabilities to empower our mobile work force.
• Photo Measure makes measuring property dimensions as fast and easy as taking a photo by extrapolating a few data points to the entire property
using a photo and specialized software.
• Mining claim data is already providing interesting insights about our clients and operations that will help predict outcomes, optimize claim
processing, and identify cross-selling opportunities.
Execution
Some of the exciting ICT accomplishments are:
22
• CMS web-based version, a major new release of our strategic claim administration platform, was deployed in multiple countries across the
globe, including Malaysia, Indonesia, Vietnam, Hong Kong, Thailand, South Africa, Australia, and Norway. The U.S. and Canada will soon
follow.
• The Delta tablet-based claims system continues to expand internationally, with rollouts to adjusters in Canada, the UK, the Netherlands,
Germany, and others. Major new plug-ins for commercial claims is being tested; liability claims are being piloted; and building subsidence
claims are currently in design. Delta rollouts in 2010 have significantly simplified the use of the building estimating tool plug-in for users.
• In Canada, Crawford Property Advantage was rolled out to 250 professionals in June. More than 2,000 claims have been successfully completed
in the new system.
• In the Netherlands and the UK, we have developed and released major client interfaces that tightly integrate Crawford into the clients’ supply
chain management systems, allowing for integration of claim instructions, milestone updates, and supplier instructions.
• The Global Systems Roadmap (GSR) continues to progress and mature, with development of a global standard definition of key performance
indicators (KPI) for claim operations, release of global technology standards and best practices for data centers, definition of the cloud computing
vision for Crawford, and an updated GSR.
• Release of the new Broadspire Peer Review System (PRS). The newly released PRS system enhances the capabilities of BSI’s 120 contracted
physicians who cover more than 35 specialty areas. PRS streamlines referral capabilities, expands paperless capabilities, and enhances integration
with other key BSI Medical Management applications.
23
Canada Update
Crawford Honours Outstanding
Accomplishments
Each year, the senior management team has to make some tough
decisions - the selection of Crawford Canada’s annual award winners.
While many of our team members exemplify excellence in their day-today activities, there are some that stand out from the pack.
Three of Crawford Canada’s most distinguished individual awards are:
the Manager of the Year Award, the Community Service Award and the
Gerry Anderson Memorial Award. Each of these awards recognizes the
outstanding accomplishments that one can achieve through hard work,
dedication, and commitment to quality, service, and teamwork.
Michael Virley Named ‘Manager of the
Year’
Crawford is very pleased to announce that Michael Virley, branch
manager, Kitchener, Guelph, Cambridge and Owen Sound, has been
selected as the winner of this year’s Manager of the Year Award.
The award is presented annually to a manager nominated by his or her
peers for contributions in achieving our corporate goals. According to
Mike’s peers, it is his technical expertise and personal motto – “Do
things the right way, every single time” – that have shown how he excels
in all aspects of our business.
In particular, his leadership in marketing his people, his branches
and Crawford demonstrates his consistent efforts to nurture existing
relationships and identify new opportunities and possibilities. Despite
the many challenges facing the insurance industry over the past year,
Mike has led all of his branches to consistently high levels of profitability
while maintaining excellent levels of quality.
Jennifer Lyons Wins Crawford
Community Service Award
Congratulations to Jennifer Lyons, who works out of Crawford’s Class
Action Services division in Kitchener, Ontario, for winning the 2010
Crawford Community Service Award.
The award was established in 2003 to recognize employees who make
lasting and meaningful contributions to a community or not-forprofit organization; volunteer their time on an on-going basis, without
payment; demonstrate leadership and initiative to create greater public
awareness of a charity; and are role models that inspire their peers to
volunteer.
Jennifer has spent the last few years volunteering at Oasis, a local
community shelter and drop-in centre that is supported by an
organization called Ray of Hope. Every month, Jennifer and ten of her
peers plan a menu, shop for groceries, and prepare meals for the 150 –
200 guests at the shelter.
Along with her many contributions at Oasis, Jennifer works with
GIVE (Global Impact through Volunteer Experience) International.
She recently spent two weeks volunteering in Jinja, Uganda where she
assisted mobile health clinics and visited various AIDS and children’s
medical institutions.
Jennifer’s amazing energy and enthusiasm for Oasis and her mission to
Uganda have brought attention to the challenges that people both near
and far face during their day-to-day lives. She has shown her colleagues
how even small contributions can make big differences in both the local
and global community. Congratulations Jennifer!
Mike’s hard work, dependability and competency are matched only by
the best in the industry and as such deserve company-wide recognition.
Congratulations on all of your accomplishments, Mike!
Steve Anderson, Jennifer Lyons and John Sharoun
Brent Hackett, Michael Virley, Pat Van Bakel and Rod McDonald.
24
Canada Update - Continued
Jeff Edge Wins 2010 Gerry Anderson Memorial Award
Congratulations to Jeff Edge, an adjuster at Crawford’s St. Catharines
branch, for winning the third annual Gerry Anderson Memorial Award.
The award commemorates Gerry Anderson, a founding member of
the Canadian company. It is presented to an active field professional who
has been with Crawford for at least five years, has achieved a PSR score
of 95% or greater over the past year, and has consistently demonstrated
leadership, professionalism, and teamwork in all facets of his or her work.
Jeff ’s demonstration of these characteristics and his dedication to
providing excellent service and quality make him an ideal candidate for this
award. His involvement as a GTS council member and former president
of the Niagara Chapter of the Ontario Insurance Adjusters Association
(OIAA) also show his commitment to the Crawford community and the
insurance industry as a whole.
With his continued participation in seminars and conferences, his
expansive knowledge of Xactimate, and a PSR score of 97%, Jeff has
rightfully earned a myriad of client and peer accolades. He serves as an
example to us all of the great accomplishments one can achieve through
hard work, commitment, and dedication. Congratulations Jeff!
Pat Van Bakel, Jeff Edge and John Sharoun
Latin America Update
Crawford Executives Meet with Lloyd’s in Chile
Executives from Crawford & Company’s Chilean operations met in August with a senior Lloyd’s delegation that visited Chile. The Lloyd’s
delegation was there to thank the insurance industry for its efforts after February’s massive earthquake and to show Lloyd’s continuing commitment
to recovery efforts.
According to an article posted on www.lloyds.com a group including Lloyd’s Chairman Lord Levene and Jose Ribeiro, director, International
Markets, spent three days visiting Chile’s major insurance players, including Crawford, and key finance figures to discuss the effects of the quake,
reconstruction efforts, total estimated losses and Lloyd’s future in the market. Lloyd’s, based in London, is the world’s oldest and leading specialist
insurance market.
The delegation also hosted a lunch seminar for senior figures from the Chilean insurance and reinsurance industry. “Lord Levene’s presentation was
particularly interesting when he referred to the positive conclusions reached by the Lloyd’s team to help the market better understand the impact
of February’s earthquake,” Felipe Hoetz of Crawford commented. “Jose Ribeiro’s overview of Lloyd’s performance and security also helped
reinforce the confidence that senior business leaders from the Chilean insurance industry have in the Lloyd’s market.”
For the entire story, click here.
25
Australia Update
Crawford Launches Global Technical Services to Australian Insurance Executives
Severe hail storms in Melbourne and Perth postponed original plans for the launch of GTS to the Australian
market in early 2010.
The official launch attracted over 100 executives, with presentations taking place in Melbourne and Sydney.
Case studies and other major topics regarding managing significant and complex losses were covered in the
90 minute presentation. Crawford presenters included Andrew Bart, CEO; Laurie Bevan, chairman and
executive general adjuster, GTS; John Moon, head of GTS, Australia; and Martin Miller, national financial
risks manager.
Crawford Global Technical Services
Offering an insurer perspective on large losses, the agenda included speeches from Michael Hand, executive loss adjuster, ACE Insurance; and Uwe
Morzinek, regional claims manager, Chartis. From all accounts the launch of GTS has been well-received and we are fielding a number of inquiries
from the market.
Crawford & Company (Australia) Pty. Ltd. wins Loss Adjuster of
the Year
Crawford & Company is proud to have been awarded the prestigious Loss Adjuster of the Year at the Australia and New
Zealand Insurance Industry Awards 2010.
The Awards ceremony, held this summer at the Sydney Convention Centre, Darling Harbour, is a key event in the
Insurance Industry calendar.
The judges were particularly impressed with Crawford’s forward-looking approach to the industry through initiatives
such as the integration of wireless tablets to significantly speed up the claims process, the launch of Global Technical
Services to specifically service major and complex claims, and Crawford’s overall ability to provide high quality technical
support to the industry every day.
Crawford was also a finalist in the following categories:
• Innovation of the Year
• Service Provider to the Insurance Industry
In his acceptance speech Andrew Bart, CEO Australia said, “this is an award which recognizes the commitment and quality which our team bring
to the industry every day. My thanks to our staff and our clients. We will continue to focus on innovation and improving our service.”
Contractor ConnectionSM Introduced in
Australia
Crawford has recently introduced its global contractor management
solution, Crawford Contractor ConnectionSM, to the Australian insurance
marketplace.
“We’re delighted to be able to provide insurers with this efficient, highquality, managed repair network for residential and commercial property
claims” says Jim Jobson, manager, Contractor Connection in Australia.
“Expert management of contractor engagement, independent validation
of quotations, authentication of variations and contract administration will
increase efficiency and reduce indemnity costs for our clients.”
Contractor Connection offers a complete and seamless solution
from claim response to finished work. It is designed to ensure each
26
CONTRACTOR
CONNECTION
SM
Contractor Connection =
Cost truth validation + Control of variations +
Effectively managed fulfilment
Customers expect higher levels of service in every aspect of their lives including their insurance
claims handling. Crawford Contractor Connection can bring higher levels of service to your policyholders in a seamless
extension of your brand. Contractor Connection is a fully managed building repair service designed to control the scope and cost of
reinstatement. Offering a complete and seamless solution from notification to fulfilment, Contractor Connection provides access to
accredited contractors throughout Australia.
Staffed by building professionals, no work is undertaken until the cost estimate has been independently validated and approved
- ensuring no hidden costs or unauthorised variations. Our contractor network is rigorously monitored for timeliness and work
standards - and we have the metrics to prove it.
Ongoing online communication with the contractor ensures that engagement details, timelines and deliverables are clearly understood
with a star rating system allowing more work to flow to better performing builders.
To learn more about how our managed repair solution guarantees an increase in efficiency and a reduction in indemnity costs, email
[email protected] or call James Jobson on 02 4225 2550.
Crawford Contractor ConnectionSM is part of
The Crawford System of Claims SolutionsTM
Crawford & Company is an equal opportunity employer.
Australia Update - Continued
job is finished on time, within budget and most important of all, completed to the highest standards. According to Jobson, “Ongoing online
communication with the contractor ensures that engagement details, timelines and deliverables are clearly understood. Systems integrated
standards allow for an effective governance framework that rates contractors by performance and allocates work accordingly.”
Third Party Administration to be Rebranded as Broadspire
Crawford Third Party Administration, which is our claims management division, will trade as a separate profit centre in 2011 and will re-brand as
Broadspire.
A re-branding of Crawford’s Third Party Administration (TPA) operations has been planned for some time in order to differentiate it from other
services and demonstrate that we understand the different business drivers that operate in the TPA market.
Michael Roberts was recently appointed as the manager of this division, and while currently Crawford has a modest portfolio of TPA business in
Australia, we will be marketing aggressively following the re-branding.
In Australia, we are currently one of only three providers accredited by Lloyd’s to handle property claims.
Hawkesbury Canoe Classic - Australia
On the 23rd October each year around 600 paddlers travel 111 km (111 kilometers = approximately 69 miles) under the light of the moon to raise
money for the Arrow Bone Marrow Transplant Foundation to give hope to people suffering from diseases treatable by bone marrow and adult stem
cell transplants.
This year, Damian Lawrence, forensic accountant; and Nick Cavill, loss adjuster, based in our Sydney office participated in the kayak race and
urged their peers to support them while they paddled throughout the night.
With the October weather in Sydney beautifully sunny one day and then pouring with rain the next; they knew they were in for a long night.
Commencing at 4:30 p.m. in Windsor (Windsor, Victoria, a suburb of Melbourne), the rain proceeded at 11:00 p.m. and continued throughout the
night. With water ambulances travelling past them to pick up paddlers suffering from hypothermia, they paddled on. Both kayakers finished the
paddle in just under 16 hours at the Brooklyn Bridge, soaked through and managing to escape prior to a fast changing tide forcing some paddlers to
abandon just before the finish line.
Nick Cavill on right
on right, Damian Lawrence
27
United Kingdom Update
The Developing Role of the Loss Adjuster
Much is expected of the modern loss adjuster. Over the past 30 years our role has of course changed dramatically. In this presentation, originally
given at the 2010 CILA Technical Conference, Tim Thompson, technical director CMIT, Crawford UK Technical Services, shares some of his
thoughts. He reviews the recent past and offers a glimpse of the future of loss adjusting.
Click here to view Tim’s presentation.
The RidgeWay Walk
The Mega Ridgewalk 2010 proved a challenge for two of Crawford’s UK
divisions. One was more successful than the other though, so read on to find
out why.
The two Crawford teams were Broadspire, a Crawford ‘walking’ company
consisting of Angus Smith, Laura Toovey-Cook, Laura Manser and John
Fearn; and the Global Markets team that included Nick Roberts, Wayne
Manning, Paul Sturges, Johanna Mulley and Suzanne Freeman.
Their aim was to conquer the oldest road in Britain - ‘The Ridgeway’ by
completing 51 miles and climbing 3,800 ft in 24 hours, and in the process
raise money for Sense – the leading national charity that supports children and
adults who are deaf and blind.
The success of the challenge was all about team work. For Broadspire this Left to Right - Angus Smith, Laura Manser, Laura Toovey-Cook,
meant training, preparing and raising sponsorship as a team. Global Markets and John Fearn. Point of clarification: this picture was taken at
the start of the walk...hence the smiles!!
also worked together in their attempts to complete this challenge.
The challenge tested both teams physically and mentally but Broadspire crossed the line in 20 hours and 40 minutes - an amazing achievement.
Unfortunately, the Global Markets team had to drop out at 31 miles due to injuries, although Nick Roberts joined another team to complete the 51
miles in a similar time.
Broadspire did, however, create a team motto which was founded on completion of the 51 miles....’never, ever again!’
The Insurance Charities
On 14 September, Kirsten Watson, key account manager, Crawford UK was elected president of
The Insurance Charities, taking over the reins from Nick Starling of The Association of British
Insurers.
The Insurance Charities has been close to her heart for many years. In 2003, she was appointed
to the charity’s Board of Directors and has sat on its grants committee since then seeing how the
charity distributes monies donated from within the industry.
According to Kirsten, we should not be surprised that people working in our industry are in need
of financial support as they are in no way immune to the misfortune which visits so many people up and down the country. Over the years, she has
seen the way in which hundreds of families and individuals have been supported in tangible ways. Often the support they have received from The
Insurance Charities has made the difference between pulling through and going under.
The financial help given by the charity today is much more likely to be directed towards those of working age than was the case when she first
became involved. Payments of many thousands of pounds to finance specialist equipment or essential therapy, not available on the National Health
Service (NHS), are much more the norm than they were even just a few years ago.
In the very difficult current economic climate many are experiencing, the charity’s support has become a lifeline to many families. During her
year of office, she will be looking to bring the charity’s existence particularly to the attention of the service providers to our industry. Many of their
employees are only involved in supporting the insurance industry and are, therefore, eligible to apply to the industry’s charity in times of real need.
28
United Kingdom Update - Continued
The Importance of Thought Leadership
Crawford’s position as the world’s largest independent provider of claims management and related solutions can only be maintained if the Company
is perceived to be leading the market rather than following it.
‘Thought leadership’ is one of the areas where Crawford has excelled in recent years. For example, whenever an opportunity arises for us to
comment in the press, our PR department ensures that the right Crawford spokesperson is identified as soon as possible and an interview swiftly
arranged. In fact, Crawford continues to dominate what we call ‘share of voice’ versus our direct competitors in the UK trade press with, according
to the most recent figures, more press cuttings over the past three months than our two major competitors in loss adjusting combined!
Members of the UK executive committee write regular opinion pieces on key industry issues for the insurance trade press. For example in May, an
article by Richard Turner, Client Services director appeared in Insurance Times entitled ‘Working Together to Improve the Customer Experience’.
Similarly Bobby Gracey, global vice president of Counter Fraud Solutions was recently quick to defend the role of loss adjusters after the profession
was attacked by a competitor in the fraud management arena through the letters page of Post Magazine.
Another important area of thought leadership is whitepapers. These are papers written by Crawford staff concerning hot industry topics. A recent
publication, ‘Claims and the Credit Crunch,’ has, perhaps unsurprisingly, become one of the most popular downloads from the Crawford website.
We are also regularly invited to present at industry events and for professional bodies. Recently, for example, Richard Turner, also presented to the
Chartered Insurance Institute (CII) on lessons learned from the UK floods in 2007; and Peter Shaw, director GTS presented to AIRMIC; Rob
Kleinveld, vice president, Global Markets, presented at NARIM, whilst later this year, Tim Thompson, of the Corporate & Major Incident Team,
will be presenting to the CILA on ‘The Changing Role of the Loss Adjuster’.
Crawford can, however, only continue as an industry thought leader with your support and cooperation. Through working together, we are able to
ensure that the expertise and knowledge of our people can be shared with a wider market audience.
2010 Protect & Grow Strategies
The importance of looking after our clients in order to ‘protect’ our existing business and in turn our future cannot be overstated. With the
continuing pressures of the credit crunch, Crawford is being challenged to evidence both its value and performance in terms of the financials,
excellent service, MI metrics and customer satisfaction (customer retention levels).
Opportunities, New Revenues and Business Wins
The economic conditions remain difficult in the UK however Crawford’s dedicated Key Account Management team are responding well to the
opportunities and ongoing pilot projects in the market. As a result, a number of notable new revenues and business wins have been secured during
the first quarter of our new financial year. These include:
•
•
•
•
•
•
•
•
•
•
Lloyds Banking Group
Aviva Fraud
Brit Motor
JLT Public Sector
Plum Underwriting for property claims
Aviva desktop
Khuene Nagel Third Party Administration
Nationwide surveyor-led extended business in Northern Ireland and desktop water damage claims
RSA repairNet main contractor model
UPS Third Party Administration
Crawford’s dedicated Key Account Management team is unique in the UK industry and during 2009 achieved a 100% key client retention rate.
Client Services won 32% of all new business only opportunities in £ value, during 2010 this good rate of business development continues.
Our Commitment to Growth
The recent appointment of our UK Business Development Director Bobby Gracey demonstrates Crawford’s commitment to growth. The key
objective of this new role is to provide the business with a more sales-led focus ensuring that all of the up-selling and cross-selling opportunities
that exist for the company are fully pursued. Bobby will work proactively and collaboratively across the matrix with a number of other client-facing
colleagues from UK operations. Our commitment to growth will be further supported by KAM’s (Key Account Managers) and the Marketing and
Client Services Support teams.
29
2010 Protect & Grow Strategies - continued
Future in 2010
With robust tangible physical evidence of our good performance it is possible to ‘grow’ our business even in difficult and competitive markets
in 2010. We have a number of existing key client renewals this year which we intend to protect these being Lloyd’s Banking
Group (LBG), NFU Mutual, RBS Insurance and RSA all of whom we intend, where possible, to improve our relationship.
By continuing to work together collaboratively we can deliver high levels of performance to ensure continuation in our lasting
strategic partnerships with these important clients.
Thank you in advance for your continued commitment and support to growing Crawford.
Richard Turner
UK client services director
GI Vision from Graeme Fitzpatrick
Crawford UK General Insurance (GI) has achieved fantastic growth and success in recent years at a time when our competitors have fared less well.
This is as a result of many factors, but mostly, employees’ commitment, dedication and hard work in testing circumstances. This degree of growth
and success has given us all challenges, certainly. These have caused us to reflect on how we are best placed to deliver our plan of continued future
profitable growth and our vision to be the most customer-centric, innovative, operationally efficient loss adjusting and claims management service
in the UK. We have listened to clients, managers and staff. It is clear we need to make various changes across a number of areas to get ourselves
into the best possible shape to continue with this level of success. Over the next few weeks and months I will be sharing more news about these
developments.
Initially, I would like to share with you that we are developing a new organisational structure with the aim of:
• Bringing greater product line focus so we can better support our key clients
• Sharpening our service delivery by aligning related teams more closely and becoming a
more flexible workforce with a single shared objective – to be the best
• More investment in growing our technical excellence through training, career paths and
succession planning
So what does this mean for UK employees and GI?
Phase one:
New GI Business Areas
We are creating five, broad operational business areas which will provide a more focused end-to-end response to our clients’ needs. The five
operational areas will be supported by a Strategy and Innovations Team. The new areas and appointed Directors, which will become effective 8th
November, are as follows:
• Home
• Commercial Property
• Fulfilment
• Broadspire
• Northern Ireland
• Strategy & Innovations
Alex Finch BSc MCIOB MRICS
Stephen Hutchinson MBA
Simon Neil-Jones BSc MBEng MRICS
Margaret Clubley ILEx
Brian Kelly ACII FCILA FUEDI ELAE (secondment)
Phil Price MBA
Alex Finch joined Crawford in August 2008 and has re-focused the National Building Services business and produced a more efficient and dynamic
service for our clients. Alex will head up the new Home business area which will encompass what is currently Client Partnerships, Subsidence,
Counter Fraud Solutions and ultimately specialist and large domestic claims. We have enjoyed successful growth in domestic claims in recent years
and have created strategic plans for the further development of the Home brand. The creation of this broad operational environment will support
that strategy.
Stephen Hutchinson and his team in Northern Ireland have enjoyed significant success over the last two years and, having just completed his
Crawford MBA, we look forward to Stephen building a dedicated Commercial Property team in the UK. Commercial Property will be developed
from what is currently Branch Property Operations to create a new dedicated Commercial Property and ARIEL claims service.
30
With Stephen moving into this role, I am delighted to advise that Brian Kelly will assume responsibility for the NI Director role, a position he
previously held, whilst assisting in the development and succession plan for the NI future leadership.
Simon Neil-Jones will become Fulfilment Director. This covers those services we provide to the market to fulfill claims settlements and will
incorporate repairNet, Crawford Surveying Services and CDM. These areas have also enjoyed substantial growth and development in recent years
and a focus on these fulfilment services will position us to take advantage of yet greater opportunities.
Margaret Clubley will continue to be the Director of Broadspire. Since assuming responsibility for Broadspire, in addition to her Global Market
duties, Margaret has successfully restructured Broadspire and we have enjoyed considerable growth this past year. Margaret continues to drive the
ongoing development of Broadspire’s range of services in the UK.
The position of Strategy and Innovations Director will be held by Phil Price. Phil has recently completed his Crawford MBA.
This team of highly skilled senior managers will support the business in the development of new innovations, project managed strategy
implementation and financial analysis.
You will already be aware of the considerable work going into developing our Customer CARE culture and these changes will support our primary
aims around our customer service journey. Brian Croll will continue to be the UK Customer Experience Director, working closely with me and the
GI Directors and supporting the wider business.
Gareth Bowers currently leads our response in times of surge as UK Surge Manager. As part of our service commitment this position will now be
made permanent and Gareth will be appointed UK Surge Director. This role will involve further development of our surge plans, supporting the
management of our entire UK response during surge events, through to ongoing learnings in a cycle of continuous improvement. Gareth has also
recently successfully completed the Crawford MBA.
I hope you will join me in congratulating and supporting these colleagues in their roles. It will be very much ‘business as usual’
for many of you as managers familiarise themselves with roles which are new and work through the details of the next phase of
changes. Some of this work has already been carried out and a further announcement will follow very shortly. In the meantime,
we have ensured that our Employee Forum representatives have been briefed accordingly. Should you have any comments or
wish to discuss this with me directly then please phone me on 0270 265 4378 or email me at [email protected].
Thank you again for your valued support.
Graeme Fitzpatrick
31
Around the World Update
Crawford Marks Training Successes
Crawford & Company’s MBA training programme for future business leaders has produced its first 15 graduates. This group included eight from
the UK and seven from the company’s Continental Europe, Middle East and Africa area.
The Crawford MBA is a three-year programme which began in 2007, which is delivered in conjunction with Anglia Ruskin University. It is open
to a biannual cohort selected from amongst Crawford’s most able emerging leaders from the Company’s Europe, Middle East and Africa region.
Ian Muress, executive vice president and chief executive officer, Europe, Middle East, Africa & Asia Pacific, said, “I would like to personally
congratulate those colleagues receiving their MBAs. They have all worked very hard in order to complete their studies.” He added, “I’m
tremendously proud of this programme, which represents a first for both Crawford and the industry. It also complements the objectives of the
Crawford international management training programme delivered by Crawford Educational Services in the USA.” He continued, “It is vital to
attract and retain quality people as this remains the key challenge for the industry and claims management firms in particular. The creation of the
Crawford MBA has been a key component of our successful change management and also helps further demonstrate our strong support for the
Aldermanbury Declaration.”
This year’s graduates:
Chris Beusnel
David Damsell
Gareth Bowers
Mike Skingsley
Phil Price
Richard Rollit
Sne Patel
Stephen Hutchison
Anders Dahlstrom
Bart Hoogstad
Charlotta Rodell
Dan Sivertsen
George Oostrom
Neils de Kock
Paul Ogni
FCII, FCILA, Senior Adjuster, CMIT, Global Technical Services
Head of Division, Global Technical Services Corporate & Major Incident Team
UK Surge Manager/Regional Operations Manager-Midlands
Head of International Construction – Global Technical Services
UK Strategy & Innovations Manager - General Insurance
Technical Services Manager - National Building Services
Subsidence Field Operations Director, National Building Services
Head of General Property , Northern Ireland
Head of Loss Adjusting, Sweden
Manager Marine and Transportation, Netherlands
Manager Affinity Claims
Head of Claims Management, Norway
Operations Director Crawford Netherlands COO
Director, Client Services Claims Management CEMEA
Country Manager, Italy
Abgami Project, Offshore Nigeria
Ralph Bruni, senior marine surveyor, Crawford Marine & Transportation received a call from his former chief nautical surveyor at BMT (British
Marine & Offshore Surveys) asking him to travel to the Abgami oil field. One of the reasons Bruni was chosen for this project is because as a U.S.
citizen he can enter through Equatorial Guinea’s port without a visa, and no one else with a U.S. passport could be found on such short notice.
Bruni entered through this port because of the grim area of operations of the vessel pictured. The Normand Installer was tasked with laying large
mooring cables for two sets of sea bottom installations; a single point mooring buoy for future tankers and a mooring installation for a storage and
transfer vessel. The task called for frequent loaded voyages and weeks of working with large submersible piles and reels of armored wire.
The Normand Installer is a third generation vessel that is fitted with an assortment of cranes and underwater robots which can be remotely guided. She
is capable of dynamic positioning and maneuvering through the use of a Doppler GPS navigation system. Everything onboard is high tech; there are
numerous closed-circuit cameras and computer monitors which allow engineers and managers to supervise the work on deck and under the water.
They were operating as deep as 1,400 meters (4,600 feet) where everything was dark, cold and highly pressurized. 100 people can be accommodated
and nearly everyone works 12 hours on, 12 hours off.
They were 70 miles offshore, thankfully removed from the Niger Delta where militants and pirates operate. “Pirates,” you ask? Yes, but Johnny
Depp they were not. By definition, anybody attacking a ship to steal it or hold it for ransom is considered piratical. As for the militants, Nigeria is said
to be one of the most corrupt countries on earth; those in power withhold oil revenues from their own people and invest funds not in infrastructure
but rather in foreign oil companies. Naturally, this has upset the local population, who has committed various acts of violence and sabotage against
the widely dispersed and vulnerable oil facilities. Foreign oil workers run the risk of being abducted and held hostage for ransom.
While Bruni was on board, there were two so-called piracy alerts. One involved a government counterattack on two barges that were taking on oil
illegally; they both were set aflame. Another alert involved a supply vessel trying to flee speedboats with shifty-looking characters in quasi uniform,
trying to pass as government troops. The incident ended in one casualty.
They were obliged to take their own precautions as pirates are known to operate offshore from “mother ships” as well. The “security” vessel in the
field is operated by an oil company, but manned by Ghanians with no assurances of real protection.
32
Around the World Update - Continued
Abgami Project - continued
They locked down the whole ship; only one door was kept open so that the
operating crew could go out on deck. Everybody else stayed inside their
lodgings. A special signal would prompt everyone to flee to a “citadel,”
the hidden area on the ship, in hopes that a boarding party with nasty
intentions would be unable to locate us. Their offshore security advisor, an
ex-Royal Marine, lauded the ship’s capability of maneuvering quickly with
bow-, stern- and azimuth- thrusters in any direction. However, he forgot
to mention that such maneuvers would be impossible while being tethered
to the ocean floor. As a former safety officer, Bruni had his reservations
about how to evacuate the ship through locked corridors in case of a fire.
After several basket lifts and a jet helicopter ride, Bruni landed ashore in
Port Harcourt, Nigeria, one of the most notoriously dangerous cities in the
world. Even a short journey to the hotel bar a few blocks away required an
armed police escort. Eventually, he was able to board his flight back home
via Lagos and Paris. “All in all, a very worthwhile trip,” said Bruni.
The Normand Installer, an offshore construction vessel
Crawford & Company España Launches Broadspire and GTS
Following local launches throughout Europe in 2010, Crawford & Company España SA has also introduced to the Spanish marketplace two new
brands:
• Broadspire, by Crawford & Company, for claims management and Third Party Administration (TPA)
• Crawford Global Technical Services, for major and complex losses claims handling
In November 2010, Crawford España adopted these brands, keeping the corporate ‘Crawford’ brand for all other loss adjusting assignments.
This implementation is part of a wider branding process: Broadspire services are already offered throughout Europe, while the GTS brand has a
worldwide presence. Worldwide consistency of branding means being able to recognize the specific needs of different clients in diverse marketplaces,
and to offer a high quality service to them.
Felipe Gangoiti, Crawford España country manager said, “It is
about adapting our structure to the needs of the XXI century. In
a market that is continuously changing, it is necessary being able
to offer from specialised loss adjusting services to consulting and
business process outsourcing. The Crawford System of Claims
Solutions covers all those needs.”
Broadspire and GTS are both part of The Crawford System of
Claims Solutions – the most comprehensive, global, integrated
solution for all corporate, insurer and re-insurer claims
administration.
On Thursday 11th November, Crawford España held an official
presentation in the prestigious Club Financiero Genova in Madrid,
where more than 100 members of the insurance and reinsurance
sector, together with brokers, risk managers and government
entities met the heads of the new brands, Diana Garcia Catalan
for Broadspire, Antonio Cortada (GTS Technical), and Pablo
Segovia ( GTS Operations), and many excellent technical
adjusters from the GTS group, including Mark Vos, client services
director - CEMEA who came down from Netherlands to celebrate
the successful launch (see pictures).
Crawford España has also presented a new website available in
both English and Spanish on: www.crawford-spain.com which contains all the details regarding those new services.
(from left to right):
Antonio Cortada, Head of GTS - Technical, Spain
Diana Garcia Catalan, Head of Broadspire, Spain
Mark Vos, Client Services Director, CEMEA
Alessandra Carrillo, International Marketing Manager
Felipe Gangoiti, Country Manager, Spain
Pablo Segovia, Head of GTS - Operations, Spain
33
Corporate News
2010 Emerging Leaders Class
Each year the Crawford global leadership team selects individuals who have shown great promise through their work and leadership abilities, to
attend the Emerging Leaders Program in Atlanta. This once-a-year opportunity to attend the invitation-only class is designed to further develop
the individual’s strategic thinking and overall understanding of our total Company operations. In addition to presentations from various business
unit global leadership team members, the participants receive finance training for non-financial managers, human resources training on selection of
personnel, and a personal leadership assessment. Each participant is also assigned to a team that must research and develop recommended solutions
to a real-world corporate issue for Crawford. At the end of the class, each team presents its findings and solution to Jeffrey Bowman and members
of the executive management team. The week of October 24-29, there were 34 global participants, representing all regions, go through the training
in Atlanta and they did an outstanding job. Congratulations to our latest class of Emerging Leaders!
Emerging Leader Participants - October 2010
Name
Position
Country
Region
Michael Graham
UK Business Manager
UK
EMEA
Adam Kearns
UK ICT Infastructure Manager
UK
EMEA
Paul Handy
Director Global Technical Services
UK
EMEA
Helen Ducker
G1 Financial Management Analyst
UK
EMEA
Caroline Van Roy
Operations Manager
Belgium
EMEA
Luca Schilardi
Branch Manager
Italy
EMEA
Marcin Janicki
Country Manager
Poland
EMEA
Derek Patterson
UAE Branch Operations Manager
UAE
EMEA
Andrew Stevens
WA & SA State Manager
Australia
Asia Pacific
Nick Roberts
Manager, Global TPA Services
UK
Global Markets
Paul Spencer
VP, Global Account Management
UK
Global Markets
George Kehagias
Director Human Resources
Canada
Americas
Peter Carr
Asset Project Manager
Canada
Americas
Dave Lemire
Branch Manager
Canada
Americas
Kelly Stevens
Client Service Manager
Canada
Americas
Candy Raphan
Director of Operations
U.S.
Broadspire
J.J. Schmidt
Vice President
U.S.
Broadspire
Sally Sinden
Senior Director RiskTech Implementation
U.S.
Broadspire
Celia Winchell
VP, Product Development
U.S.
Broadspire
Keith McLeod
Director, Business Development
U.S.
Broadspire
Tom Devries
Manager Technical Operations - RSG
U.S.
Broadspire
Cynthia Curd
VP, Operations Director - Claims
U.S.
Broadspire
Francesca DiMaggio
Senior Account Executive
U.S.
Broadspire
John Jakovcic
Program Director
U.S.
WHQ
Dennis Peters
Project Manager - Inspection Services
U.S.
Americas
John M. Haddad
Property Team Manager
U.S.
Americas
Matt Warhol
Team Manager
U.S.
Americas
Araby Branch
Team Manager
U.S.
Americas
Chris Riggs
Team Manager
U.S.
Americas
Maria Lazaro Garcia
Team Manager
Puerto Rico
Americas
Cherie Bransford
Team Manager
U.S.
Americas
Deirde Scheidler
Product Manager - Casualty
U.S.
Americas
34
Corporate News
2010 Emerging Leaders Class - Continued
Emerging Leader Participants - October 2010
Flavio Staudohar
Direcror Human Resources
Brazil
Americas
Paula Fleming
Marine Team Manager
U.S.
Americas
2010 Emerging Leaders Class
Jeffrey T. Bowman Featured in Risk & Insurance
Cyril Tuohy, managing editor of Risk & Insurance magazine, recently spoke with Crawford President and CEO Jeffrey T. Bowman about the
long-term growth prospects of the company, changing technology and the future of the claims business in “Taking Command,” published in the
October issue of the magazine. Click here to read the “Taking Command” article.
CEO Contributes Column on Fraud Prevention to Claims Advisor
In today’s economic climate, insurers around the world have a reduced tolerance for fraud and its multi-billion-dollar price tag. Rather than
focusing on the cost to establish fraud reduction programs, they are taking a longer view and considering the potential return on investment.
Crawford President and CEO Jeffrey T. Bowman discusses new and improved solutions insurers are adopting to help identify and eliminate fraud
in his most recent Claims Advisor “Global View” column, “Enough is Enough: Insurers Around the Globe Are Taking a New View on Fraud.”
Click here to read the article.
Did You Know?
Check out the newly updated button layout in the Corporate Overview section of the Crawford website. It now features an Awards page and a link
directly to the Corporate Social Responsibility policy.
35
Awards
&
Recognition
2010
36
Congratulations
Crawford Named Top UK Loss Adjusting Firm
The Crawford brand continues to shine throughout the world. For the second year running, Crawford UK has been ranked in first
place in the Service Providers (Loss Adjuster) category in the London Market Leaders Order of Merit 2010.
This annual survey, conducted by Global Broker and Underwriter, represents an extensive study of the attitudes of more than 3,500
brokers and underwriters and sees them vote for those companies they feel have performed best over the past 12 months.
Clive Nicholls, vice president, Global Markets, said, “We are delighted to have again been named the number one loss adjuster in
this key survey of leading brokers and underwriters. Crawford prides itself on continuous innovation. Given the increasingly global
nature of our business, we want to focus on the value we can add for our clients and simplify the full range of our services that can
be accessed to assist.”
He continued, “Our international clients continue to grow and expect the best service wherever they operate in the world. Their
decision on claims service providers will be made based on people and talent, technical capabilities and global reach aided by extensive
local market knowledge. These are all Crawford strengths. Our unique combination of experienced and qualified professionals, infrastructure and
leadership enables us to strategically manage losses anywhere on the globe. As such we are very well-positioned to continue to service the London
Market in the years ahead.”
Austin Recognized on Executive Leadership Honor Roll
In early November, Phyllis Austin, Crawford’s senior vice president of Human Resources was selected to the Board
of Directors Network (BDN’s) Executive Leadership Honor Roll. BDN’s honor roll recognizes women who are
in executive leadership positions. It is awarded annually to three Georgia-based women leaders to highlight BDN’s
mission to increase the number of women in executive leadership. An honor roll honoree is a Georgia-based woman
in a significant leadership role within her organization. She is a role model of career achievement and is building the
credentials that place her in the pipeline, either now or in the future, for corporate board membership. Additionally
she has:
• Achieved excellence in her profession as recognized by her colleagues,
• Attained a significant executive level position of leadership in her organization which makes her a role model
for others,
• Advocated for and mentored other women in building their potential.
Congratulations Phyllis on your achievement!
Loggins Receives Outstanding Member of the Year Award
Amy Loggins, assistant vice president and employment counsel for Crawford & Company, was presented with the
Jonathan A. Silber Outstanding Committee Member of the Year Award from the Association of Corporate Counsel
(ACC) for individual excellence, leadership and major contributions made by a member of an ACC committee.
The ACC is the world’s largest organization of in-house counsel, with more than 26,500 members in 75 countries. The
award recognizes Amy’s contributions to the ACC, the Employment and Labor Law Committee (which consists of
more than 5,400 members), the legal profession generally and in-house practice specifically. She also received the award
for her contributions to the community through volunteer work and pro bono activities.
In the past year, Amy drafted and submitted the ACC’s Comments regarding regulations proposed by the Americans
with Disabilities Act Amendments Act (ADAAA). The Comments, which were directed to the U.S. Equal Employment
Opportunity Commission (EEOC), explained the impact of the proposed regulations on U.S. businesses.
She also coordinated a meeting for ACC members with EEOC commissioners to discuss the impact on U.S. businesses of the proposed regulations
for the Genetic Information Nondiscrimination Act and the ADAAA. In addition, she made a number of presentations on the topics of employment
law, social media, diversity and in-house counsel ethics.
37
Congratulations
Amy serves on the board of directors for the ACC - Georgia chapter and as chair of the Employment and Labor Committee. In addition to
community volunteer work, Amy is a pro-bono mediator for the EEOC and represents Crawford on the Labor Relations committee of the U.S.
Chamber of Commerce.
Broadspire’s Gary Anderberg Named Risk Innovator of the Year
Broadspire is proud to announce that Gary Anderberg, Ph.D., practice leader for analytics and outcomes, has been
named a winner of Risk & Insurance magazine’s 2010 Risk Innovators award.
Gary was nominated for his work as a leader with Broadspire’s e-Triage system, which helps analyze claims that might
become outliers in terms of duration and cost, a question inherent in all new occupational and non-occupational
disability claims.
“There are few people who have greater insight into our industry than Gary Anderberg,” said Broadspire CEO and
President Ken Martino “He has an incredible amount of knowledge and understanding about the intricacies of
disability. He continually comes up with new views into the business and solutions for meeting client needs. We believe
he is highly deserving of this honor and congratulate him on being named a Risk Innovator.”
The proprietary technology used in e-Triage allows Broadspire to explore psycho-social and socio-economic issues, in
addition to core compensability investigations, that can impact the outcome of claims. Using the power of more than
700 evidence-based studies, e-Triage guides the claim professional through dynamic interviews and captures information as data points - not text thus allowing for unprecedented analysis.
Broadspire uses e-Triage to conduct initial contact and follow-up interviews for many of its most important workers compensation clients. Like
any major application development, building the most recent version of e-Triage has been a team effort. Gary has helped lead the project by driving
application use and finding additional ways to employ e-Triage internally and externally. His work will directly produce better claim quality and
consistency as well as improved analytics for clients.
Gary also leads Broadspire’s analytics department and is a well-known figure in the workers compensation and disability industry. This past year,
he chaired a panel on the impact of national healthcare reform on workers compensation at the national Risk and Insurance Management Society
(RIMS) conference, published several articles and became a regular contributor to industry blogs.
Gary has more than 30 years of experience in the risk management arena. He received his bachelor’s degree from Pomona College, graduating Phi
Beta Kappa and cum laude, and a doctorate from Stanford University, where he was the Woodrow Wilson Fellow.
2010 Crawford & Company Awards
(Since January, 2010)
At Crawford, we strive to deliver our services with integrity and innovation, everyday. Below are some organizations and publications that have
recognized us for achieving our goal.
Loss Adjuster of the Year
Crawford & Company UK
Award given by the London Market Leaders Order of Merit 2010 Global Broker & Underwriters’ Annual London Market Readers Survey
Loss Adjuster of the Year
Crawford & Company Australia
Award given by the Australia and New Zealand Insurance Industry
Best Claims Administrator
GCG
The New York Law Journal – Best Vendors of 2010
InformationWeek 500
Ranked 124 out of 500
Annual listing of the nation’s most innovative users of Business Technology
InformationWeek magazine
38
Congratulations
Risk Innovator of the Year
Gary Anderberg Ph.d, Broadspire Practice Leader for Analytics and Outcomes
Risk and Insurance magazine
International Business Who’s Who list
Jeffrey T. Bowman
Award given by the Atlanta Business Chronicle
President’s Award
Crawford & Company
Award given by the Atlanta CPCU Society
Champions Award
For the Greatest Year over Year Membership Increase
Crawford & Company
2010 Membership Campaign for CPCU
Corporate Tree Hugger Award
Crawford & Company Canada
For our efforts in environmental preservation through the planting of hundreds of trees during the
Global Day of Service Given by the 10,000 Trees Project
Corporate Health & Wellness Award
Smoking Cessation Campaign
Given by the Atlanta Chapter of the American Cancer Society
First Place
Re-branding of Broadspire collateral material
Award given by the American Graphic Design Awards
Quality Awards
Broadspire received quality awards from
Smurfit Stone
Lab Corp.
HCA
Syd McDonald Young Adjuster Prize
Vu Thanh Son, senior loss adjuster, Engineering Division
Crawford Vietnam
Vu Thanh Son achieved a high distinction and obtained the overall highest mark for Property and Casualty Loss Adjustment.
The Australian Institute of Chartered Loss Adjusters (AICLA) awards the Syd McDonald Young Adjuster prize annually to an AICLA member 35
years of age and under for the highest mark in a Diploma of Financial Services (Loss Adjusting) subject.
Brian Geraghty Award
A commendation also goes to Rebecca Douglas, loss adjuster, Crawford Brisbane, Australia, for recently winning the Brian Geraghty Award.
The Brian Geraghty prize is awarded to the Queensland AICLA member who attains the highest mark in a Diploma of Financial Services (Loss
Adjusting) subject annually.
BDN Executive Leadership Honor Roll
Phyllis Austin, senior vice president – Human Resources selected to the Board of Directors Network (BDN’s) Executive Leadership Honor Roll.
ACC Outstanding Committee Member of the Year Award
Amy Loggins, assistant vice president and employment counsel for Crawford, was presented with the Jonathan A. Silber Outstanding Committee
Member of the Year Award from the Association of Corporate Counsel (ACC) for individual excellence, leadership and major contributions made
by a member of an ACC committee.
CIP Society National Leadership Award
Greg Thierman, CIP, CFE, branch manager and senior general adjuster, Crawford & Company, Kelowna, British Columbia is a 2010 Chartered
Insurance Professional (CIP) Society National Leadership Award winner. The national leadership category recognizes CIP Society members who
have achieved sustained success through their demonstrated leadership qualities and the significant impact they have made on their organization,
their community and the industry
Congratulations and well done by all at Crawford & Company!
39
5 Years
10 Years
15 Years
20 Years
25 Years
30 Years
35 Years
40 Years
40
Anniversaries
and RETIREES
Anniversaries & Retirees - (Feb – Oct, 2010)
Congratulations for your Service to Crawford!
John Gregory - 39 years of service
At the end of May, 2010 John Gregory retired from Crawford &
Company after 39 years. In September, a group of 100 friends,
family, and associates met in Great Falls, Montana to celebrate
John’s service. At retirement, John was the U.S. Property &
Casualty Service Center Manager in Great Falls. John has held a
myriad of positions during his career at Crawford. Beginning in
1971 as an Adjuster Trainee in the Minneapolis branch, John was
promoted to Manager in 1980 of the Great Falls, Montana branch
office. During the 30 years in Great Falls, John held positions of
Branch Manager, General Manager, and Service Center Manager.
John Gregory (right) receives congratulations from Philip Porter,
senior VP, U.S. Property & Casualty
Khun Patipan and Khun Sudarat - 20 years of service
Ian Muress presenting 20 years of service pins to Khun Patipan, director; and Khun Sudarat, operations director, both of Bangkok.
41
Retirees
Alumni News
Congratulations to all of the following who retired during the period February, 2010 through
October, 2010! We wish you the best in the next chapter of your lives!
February 2010 – October 2010
Name
Anson, Janet A.
Baxter, Gretta
Blair, John
Brock, Kenneth F.
Bullard, Donald H.
Byers, Ken
Camm, Catherine
Curry, Kathleen
Duffield, Stephen
Eshbach, Jacquelyn F.
Everett, Wendell O.
Fennell, Ann
Girardot, Terry A.
Graham, Donald J.
Gregory, John J.
Hall, Byron B.
Hamel, Richard E.
Holbrook, Mollie T.
Imlach, David
Johnson, Timothy
Lambert, Dorothy
Lawton, Barbara
Lilly, Michael J.
Loranger, Jan
Lorig, Marvin L.
Lynn, Joyce F.
McArthur, Martha A.
McCarty, Linda M.
McGregor, Kim
Niles, Kathleen A.
North, Susan J.
Price, Pamela
Robinson, Holly W.
42
Branch Retired From
Dates of Service
Atlanta, GA
1977 - 2010
Belfast, UK
1978 - 2010
Philadelphia, PA
1975 - 2010
Nashville, TN
1974 - 2010
Boston, MA
1968 - 2010
Ancaster, Ontario
1991 - 2010
Toronto, Ontario
2000 - 2010
Watford, UK
2004 - 2010
Home Based, UK
2003 - 2010
Sunrise, FL
1994 - 2010
Atlanta, GA
1998 - 2010
Leeds Mortec, UK
2002 - 2010
Dallas, TX
2007 - 2010
Chicago, IL
1970 - 2010
Great Falls, MT
1971 - 2010
Salt Lake City, UT
1987 - 2010
Atlanta, GA
2008 - 2010
Detroit, MI
1979 - 2010
Home Based, UK
2004 - 2010
Croydon, UK
2001 - 2010
Hamilton, Ontario
2008 - 2010
Stockport, UK
2003 - 2010
Tucker, GA
2002 - 2010
Darthmouth, Nova Scotia2000 - 2010
Phoenix, AZ
1991 - 2010
Brea, CA
1993 - 2010
Norfolk, VA
2000 - 2010
Phoenix, AZ
2005 - 2010
Ottawa, Ontario
1996 - 2010
Las Vegas, NV
2005 - 2010
Philadelphia, PA
1994 - 2010
Liverpool, UK
1979 - 2010
Lake Zurich, IL
1981 - 2010
Retirees
Alumni News - Continued
Name
Roehm, Scott J.
Saturday, Patricia W.
Smith, Raymond
Snell, Robert D.
Sturdevant, Carolyn A.
Thompson, Donetta L.
Vasknetz, Janette A.
Wales, Josephine
Weatherly, Linda G.
Branch Retired From
Fairfield, NJ
Atlanta, GA
Lake Zurich, IL
New Orleans, LA
Seattle, WA
Sheridan, WY
Sunrise, FL
Leeds Mortec, UK
Dallas, TX
Dates of Service
1987 - 2010
1999 - 2010
1996 - 2010
2004 - 2010
1980 - 2010
1991 - 2010
1993 - 2010
2006 - 2010
1990 - 2010
43
Anniversaries - (Feb – Oct, 2010)
5 Years
Aberman, Dorothy L.
Abnett, Sarah
Acree, Tamara
Adams, Jorge R.
Adams-Freeman, Qwendolyn
Aghazeynali, Tomasita M.
Ahie, Francis
Albright, Carolyn H.
Albury JR, Victor
Alford, Victor R.
Allain, Jennifer
Alonso, Mauricio
Anderson, Brian A.
Anderson, Robert
Anderson, Ryan T.
Andrade Dos Santos, Joelson
Arauz, Vanessa C.
Archer-Burton, Mary
Arias, Ruby F.
Arrambide, Jonathan
Asberry, Linda
Asperøy, Åse H.
Auer, Charles E.
Aureliano Santato , Miriam Avis, Jeff
Aynsley, Frances
Baca, Grace
Bainbridge, Nick
Baker, Michele Z.
Baldera-Rodriguez, Yenny J.
Ball, Sheryl D.
Barclay, Eva J.
Barnes, James
Bartlett, James
Barto, David A.
Beck, Alex
Bender, Joanne M.
Berry, Dianne
Binion, Karen S.
Bird, Robert L.
Bishop, David
Blackman, Robert S.
Blaum JR, Louis J.
Blount, Ashlie M.
Bönning, Stefan
Bowersox, Lynette M.
Bradley, Christine
Brand, Wayne
Brathwaite, Emma M.
Brown, Ann F.
Brubacher, Benjamin
Brusich, Jana
Bryant, Stephanie A.
Bumbaco, Michelle A.
Burden, Shawn L.
Burke, Simon
Butler, Kelly
44
Hialeah, FL
Birmingham, UK
Brea, CA
Duluth, GA
Atlanta, GA
Fresno, CA
Kuching, Malaysia
Lawrenceville, GA
Tampa, FL
Birmingham, AL
Lafayette, LA
Miami, FL
Turnersville, NJ
Vancouver, Canada
Fairfax, VA
São Paulo, Brazil
Colton, CA
Brea, CA
Tampa, FL
San Antonio, TX
Atlanta, GA
Oslo, Norway
Fairfax, VA
São Paulo, Brazil
Ontario, Canada
Home Based, UK
Albuquerque, NM
Surrey, Canada
Mechanicsburg, PA
Miami Lakes, FL
Tampa, FL
Las Vegas, NV
Croydon, UK
Home Based, UK
Chesapeake, VA
Croydon, UK
Broomall, PA
Concord, CA
Fresno, CA
Orange Park, FL
Home Based, UK
Farmers Br, TX
Woodbury, NJ
Atlanta, GA
Duesseldorf, Germany
Atlanta, GA
Nottingham, UK
Milton Keynes, UK
Mcdonough, GA
Atlanta, GA
Ontario, Canada
Fairfield, NJ
Murfreesboro, TN
Fairfield, NJ
Lima, OH
Home Based, UK
Peterborough, Canada
Buxton, Colin
Caine , Marilyn
Calderwood, Sean D.
Caldwell, Alexandra
Campbell, Stephen
Cannon, Linda
Carlisle-Leahy, Jane
Carpenter, David
Carroll, Debra M.
Castillo, Priscilla
Cavill , Nick
Chandler, Mary K.
Chartrand, Chantal
Chen, Yoling
Chiandusse, Kimberly A.
Chile, Ganpati
Chinato, Luciana
Chopping, Tracy
Chouywong, Tawit
Chretien, Stephanie
Clancy, Sean
Clark, Peter
Clark, William
Coalts, Ronald A.
Cogan, Annalise
Coleman, Tina E.
Colon, Carmen E.
Colyer, Catherine Y.
Comer, Kenneth G.
Conjard, Jean Pierre
Connelly, Kevin L.
Contreras, Sandra
Cormican, Robert
Cox, Angela M.
Culpepper, Gloria J.
Daugherty, Brian W.
Davis, Kevin-Marie
De Freitas Rodrigues, Renato
Demaria, Michael
DenOuden, Laurie J.
Devin, Peter M.
Diaz, Nydia
Diener, Anne
Difiore, Kathleen A.
Doyle, Marjorie
Drion, Linda M.
Duverney, Lula V.
Edmonds, Jeffrey R.
Eitran, Tor
Ellis, Robert
Elvery, Toni
Eubanks, Ronald W.
Everett, Paul
Faine, Judith H.
Farran, Maureen P.
Farrell, Matt
Fernandez, Melinda J.
Home Based, UK
Newcastle, Australia
Charlotte, NC
Atlanta, GA
Croydon, UK
Glasgow, UK
Milton Keynes, UK
Milton Keynes, UK
Lake Zurich, IL
Fresno, CA
Sydney, Australia
Dallas, TX
Ontario, Canada
Sunrise, FL
Fairfield, NJ
Mumbai, India
São Paulo, Brazil
Milton Keynes, UK
Bangkok, Thailand
Ontario, Canada
Home Based, UK
Home Based, UK
Jacksonville, FL
Castleton, NY
Hull, UK
Ft Worth, TX
Sunrise, FL
Punta Gorda, FL
Joplin, MO
Valence, France
Pembroke, GA
Gardena, CA
Atlanta, GA
Greer, SC
Ft Worth, TX
Knoxville, TN
Atlanta, GA
Rio de Janeiro, Brazil
Ontario, Canada
Chino, CA
Glastonbury, CT
Miami, FL
Mequon, WI
Winter Springs, FL
Ontario, Canada
St Louis, MO
Atlanta, GA
Topeka, KS
Oslo, Norway
Whitestone, NY
Milton Keynes, UK
Memphis, TN
Birmingham, UK
Sunrise, FL
Portland, OR
Newcastle, UK
Tampa, FL
Fink, Cynthia M.
Flight , Stephen
Fong, Su Shen
Foray, Nicolas
Frassetto, Gale F.
Frawley, Kevin B.
Fritzman, Judy
Garcia, Ana
Garcia, Miguel A.
Gardner, Serita M.
Gaustad, Mona S.
Gaw, Joy L.
Gentile, Christopher J.
Gibbs, Mark
Gibson, Clare
Giles, Andy
Glenn, Tanya
Goff, John
Gonzalez, Sylvia
Gordine, Clive
Grace, Kevin A.
Green, Cregg V.
Grubisich, Nikola
Guzzio, Joseph P.
Hall, Preston
Ham JR, George
Harbord, Paul
Harrison, Christopher T.
Harsomchuck, Teresa A.
Hart, Mixdalia
Hartman JR, Frederick H.
Hasanaj, Monika
Hasty, Eva M.
Haussmann, Michelle
Hazeel, Tim
Helms, Tanya H.
Hernandez JR, Pete
Herrem, Tori
Herrera, Cheryl A.
Heydet, Lisa
Hobro, Inger
Hogger, Brenda
Holland, Elois R.
Holly, Victoria L.
Holm, Karen A.
Holmes, Chris
Holmesland, Bjørn H.
Hooey, Kerry
Hopkins, Mary A.
Hopper, Nigel
Howcroft, Joyce M.
Hugh, Marlinese
Hughes, Joshua N.
Hunter, Sonia L.
Ingram, Chantelle
Jackson, Andrew
Jaggernauth, Celita J.
Janostak, Paul E.
Jenkins, John
Johansen, Arne
Johnson, Terri L.
Cleveland, GA
Adelaide, Australia
Kuala Lumpur, Malaysia
Lyon, France
St Pete Beach, FL
Atlanta, GA
Fairfax, VA
Barcelona, Spain
Fresno, CA
Overland Park, KS
Oslo, Norway
Schaumburg, IL
Atlanta, GA
Droitwich, UK
Belfast, UK
Home Based, UK
Kitchener, Canada
Fairfax, VA
Calgary, Canada
Home Based, UK
Alpharetta, GA
Atlanta, GA
Schaumburg, IL
Norfolk, VA
Ontario, Canada
Stillwater, MN
London Trinity Court, UK
Fairfield, NJ
Mechanicsburg, PA
Sunrise, FL
Tampa, FL
Waterloo, Canada
Jacksonville, FL
Fairfield, NJ
Home Based, UK
Raleigh, NC
Brea, CA
Oslo, Norway
Fresno, CA
Atlanta, GA
Croydon, UK
Home Based, UK
Atlanta, GA
Fresno, CA
Fairfax, VA
Hull, UK
Oslo, Norway
Huntsville, Canada
Culleoka, TN
Home Based, UK
Atlanta, GA
Ft Worth, TX
Farmers Br, TX
Brea, CA
Newcastle, UK
Stockport, UK
Jacksonville, FL
Livonia, MI
Home Based, UK
Oslo, Norway
Portland, OR
Jonasen, Arne R.
Jones, Ben
Jones, Bonnie S.
Jones, Michelle C.
Jones, Sabrina M.
Jones-John, Tamela R.
Jorgenson, Laura K.
Kaddatz , Pauline
Kalman Coimbra, Claudia
Kelly, Mike
Kessler, Kimberly A.
Kitzmiller, Sherri S.
Klint, Carl-Johan
Kneale, John W.
Knetig, Gustavo
Kreutner, Tricia M.
Lamar, Robert
LaMartin, Michael E.
Lantzanaki, Anna
Lassiter, Doris B.
Lenhart, Jeffrey W.
Leone, Cora L.
Lewis, Jerusha A.
Liddell , Jason
Lilly, Teresa S.
Lim, Agnes
Lim-Tom, Curtis B.
Livanidis, Marios
Lizzi, Patricia L.
Lystad, Marian
Ma, Yunyan
Macdonald, Wilma
Macpherson, Anne
MacPherson, Kevin
Manning, Wayne
Maphis III, John M.
Martin, Jason
Martinez Monreal, Roberto Martinez, Trinidad
Mather, Steve
Mathieson, Janice
Mauricio, Julie A.
May, Sarah
Mcclean, Karen
McFall, Paul F.
Mckenna, Theresa
McLaughlin, Daniel A.
Mclean, Donna
Mead, Beryl
Meka, Suneela
Melchor, Chris J.
Mercado, Erin C.
Mitchell, Joyelette E.
Monga, Mweene
Montelongo, Sandra K.
Moore, Alice A.
Moore, Melanie B.
Morin, Paul
Morris, Duncan
Morrison, Robert W.
Mouro, Francisco Antonio
Oslo, Norway
Birmingham, UK
Tampa, FL
Sunrise, FL
Atlanta, GA
Farmers Br, TX
Grand Rapids, MI
Albury/Wodonga, Australia
São Paulo, Brazil
Home Based, UK
Tolland, CT
Smithfield, VA
Stockholm, Sweden
Brentwood, TN
Porto Alegre, Brazil
New Albany, IN
Brea, CA
Gurnee, IL
Athens, Greece
Raleigh, NC
High Point, NC
Lake Zurich, IL
Maitland, FL
Melbourne, Australia
Richmond Hill, GA
Singapore, Singapore
Atlanta, GA
Athens, Greece
Fairfield, NJ
Oslo, Norway
Beijing, China
Home Based, UK
Glasgow, UK
Newnan, GA
Kure Beach, NC
Birmingham, UK
São Paulo, Brazil
Brea, CA
Home Based, UK
Home Based, UK
Sunrise, FL
Home Based, UK
Belfast, UK
Middlefield, OH
Belfast, UK
Tucker, GA
Glasgow, UK
Watford, UK
Schaumburg, IL
Fresno, CA
Tampa, FL
Atlanta, GA
Fresno, CA
Sunrise, FL
Overland Park, KS
Home Based, UK
Papillion, NE
São Paulo, Brazil
45
Murray, Andrew
Mustuk, Michael D.
Naidu, Balachandran
Nelson, Allen
Neves, Guilherme D.
Newsom JR, William B.
Nichols, Elizabeth L.
Noriega, Kathleen M.
O’Brien, Tim
Oram, Pam
Owens, Denise A.
Paccalet, Yann
Paddy, Heather L.
Paru, Martin
Patel, Amita K.
Paul, Robyn E.
Pednekar, Lochana
Pennington, Teresa A.
Pernabel, Rogerio Miguel
Perry, Cindy S.
Pertesis, Michele T.
Petersen, Catrin
Peterson, Stephanie C.
Phelps, Syretta D.
Pialkolos, Daniel
Pickett, Anita
Pittaluga, Francesca
Poulin, Paula M.
Powers III, Raymond E.
Preston, Sam
Provost, Cheryl
Quintana, Manuel F.
Rabinowitz, Lisa A.
Rambo, Michael G.
Rawlings, Adrian
Ray, Donald K.
Rice, Darrell R.
Riggs, Lori L.
Rivas, Olivia J.
Roberts, Dominic
Roberts, Ewan
Robinson, Daniel
Rodrigues De Oliveira, Glauco Rossi, Robert G.
Rutledge, Sharon R.
Saillet, Patricia
Santos, Carlo S.
Saxena, Sunil K.
Schafferova, Lucie
Scheib, Robert R.
Scriven, Lorna
Scuzzese, Donna M.
Sedgwick, David
Seifert, William
Senter, Sue
Serecka, Karen L.
Shaddix, Ronald C.
Shankland, Elizabeth
Sharkey, Christopher J.
46
Home Based, UK
St Louis, MO
Durban, South Africa
Atlanta, GA
Dedham, MA
Farmers Br, TX
Bremerton, WA
Fresno, CA
Home Based, UK
Leeds Mortec, UK
Fresno, CA
Valence, France
South Rockwood, MI
Port Moresby, Papua New Guinea
Atlanta, GA
Las Vegas, NV
Mumbai, India
Ridgeland, MS
São Paulo, Brazil
Louisville, KY
New York, NY
Oslo, Norway
Memphis, TN
Atlanta, GA
Port Moresby, Papua New Guinea
North Bay, Canada
Milan, Italy
Austin, TX
Atlanta, GA
Home Based, UK
Calgary, Canada
Cromwell, CT
Fairfax, VA
Lewiston, ID
Cardiff, UK
Sherman, TX
Brea, CA
Mechanicsburg, PA
Portland, OR
Nottingham, UK
Birmingham, UK
N.Port, FL
São Paulo, Brazil
Cathedral City, CA
Atlanta, GA
Annecy, France
Makati, Philippines
Lake Zurich, IL
Liverpool, UK
Tampa, FL
Milton Keynes, UK
Fairfield, NJ
Home Based, UK
Brea, CA
Milton Keynes, UK
Fairfield, NJ
Atlanta, GA
Glasgow, UK
Fairfield, NJ
Sharma, Vinay D.
Shaw, Peter
Silverio, Juan
Sinclair, Tina
Smiler, David S.
Smith, Diana S.
Smith, Jason
Smith, Sarah
Soh, Edward
Spalding, Lisa A.
Standley, James
Stevenson, Paul R.
Strachan, Margaret
Suezawa, Futoshi
Sun, Wenze
Sunnarvik, Jonathan
Sutcliffe, Joanna
Talley, William E.
Tank, Jeffrey A.
Teichen, Richard L.
Thompson, Semoy
Tolentino, Graham L.
Tran, Vivian T.
Trebes, Sabine
Tress, Michael V.
Triana, Sylvana S.
Turner, Tamoika R.
Tutein, Charmaine D.
Vearnals, Sarah
Vladic, Marit
Wallace, Kathleen
Walsh, James
Wang, Anna F.
Wang, Lei
Washburn, James R.
Watt, David
Webb, Andrew
Wellington, Jacqueline
Wells, Jenny
West, Ralph G.
Whitacre, Maryellen
White, Susan E.
Wilkinson, Ilka
Williams, Amanda L.
Williams, Charlie E.
Williamson, Kathi R.
Willming, Rae Ellen
Winkler, Elaine R.
Wong, Eskay
Workman, Priscilla F.
Worthington, Diane
Wratten, Helen
Wrench, Chris
Wright, Rebecca
Wu, Tao
Yeubanks, Melissa P.
Yo, Claire
Zhang, Robinson
Ziesmer, Chad D.
Fresno, CA
Nottingham, UK
Atlanta, GA
Milton Keynes, UK
Tampa, FL
Fresno, CA
Trenton, NJ
Birmingham, UK
Johor Bahru, Malaysia
Tampa, FL
Farmers Br, TX
Jacksonville, FL
Temecula, CA
Tokyo, Japan
Beijing, China
Oslo, Norway
Newcastle, UK
Eastman, GA
Chattanooga, TN
Schaumburg, IL
Birmingham, UK
Makati, Philippines
Atlanta, GA
Columbia, MD
Sunrise, FL
Atlanta, GA
Atlanta, GA
Nottingham, UK
Oslo, Norway
Glasgow, UK
Cardiff, UK
Orange, CA
Chongqing, China
Little Rock, AR
Croydon, UK
Sydney, Australia
Sunrise, FL
St Louis, MO
Charlotte, NC
Tampa, FL
Tampa, FL
Edmonton, Canada
Atlanta, GA
Mobile, AL
Alpharetta, GA
Lake Zurich, IL
Marina Del Rey, CA
Tampa, FL
Runcorn, UK
Newcastle, UK
Home Based, UK
Birmingham, UK
Beijing, China
Fair Grove, MO
Taipei, Taiwan
Shenzhen, China
Caledonia, MI
10 Years
Adams, Nicky
Aguayo, Miguel A.
Ahmed, Yussur A.
Almond, Ellen
Alms, Jackie
Amundsen, Megan
Anderson, Andy D.
Anderson, Julie
Apau-Norris, Maile A.
Archer, Kerry
Ashmore, Steven L.
Astrov, Stephan M.
Ayala Olivares, Julio César Baffige, Frank
Ballas, Margaret A.
Barnwell, Donna L.
Barr, Cathy
Bell, Bridget A.
Bell, Torben
Benton, Angela
Berkowitz, Renee
Bloom, Stuart
Boardman, Wayne
Bockian, Judith A.
Boonyou, Ekapop
Bottan, Eleanor
Boyd JR, George R.
Bradburn, Sherry L.
Brigandi, Loretta L.
Brites, Eduardo M.
Brown, Zelda P.
Byron, Marnie
Capewell, Debra M.
Carbajo, Ana
Carpenter, Sandy C.
Carpenter-Major, Helena F.
Cerqueira Baptista, Luiz Claudio
Chapfika, Obediah
Christie, Jennifer L.
Clark, Lisa D.
Clinton, Delores
Cohen, Jessica C.
Conley, Teri K.
Contreras Venegas, Luis Fernando
Cook, David R.
Copat, Luis
Cung, Fen L.
Daley, Jason
D’Arbonne, Christopher S.
Davis, Cindy A.
Dawes, Annette G.
Dean, Michelle
Debates, Thomas C.
Eason, Tiffany A.
East, Benoit
Eazor, Martin A.
Birmingham, UK
Sunrise, FL
Atlanta, GA
Ontario, Canada
Houston, TX
Vernon Hills, IL
Tucker, GA
Ontario, Canada
Rancho Cordova, CA
Belfast, UK
Grand Junction, CO
Frisco, TX
Lima, Perú
Berkeley Heights, NJ
Sunrise, FL
Sunrise, FL
Memphis, TN
Durban, South Africa
Schaumburg, IL
Winchester, UK
Croydon, UK
Hollywood, FL
Bangkok, Thailand
Kirk Lake, Canada
Jacksonville, FL
Ft Worth, TX
Island Park, NY
Atlanta, GA
Atlanta, GA
Toronto, Canada
Rancho Cordova, CA
Madrid, Spain
Jacksonville, FL
Lexington, KY
São Paulo, Brazil
Atlanta, GA
Sunrise, FL
Ft Worth, TX
Atlanta, GA
Kernersville, NC
Fresno, CA
Guadalajara, Mexico
Denton, NC
Toronto, Canada
Brea, CA
Ontario, Canada
Round Rock, TX
Fresno, CA
Sunrise, FL
Bristol, UK
Atlanta, GA
Sunrise, FL
Atlanta, GA
Brea, CA
Emberton, William B.
Enstall, Marjorie A.
Erickson, Edna M.
Evans, Robert
Evans, Vickie
Favier, Patricia
Ferry, Glenn
Fisher, Katherine
Floyd, Vernae B.
Fouts, Sandy
Frick, Claes
Ganyard, Jane R.
Gilabert, Jorge
Glover, Margaret M.
Glover, Marie Q.
Goodman, Mitzi D.
Graham, Michael
Green, Ana
Halkin, Jeremy
Hambly, Brian
Harris, Iris E.
Henry, Jennifer
Hilbert, David
Hirst, Sarah
Hodges, Kim C.
Hoffman, Jeffrey S.
Hollomon, Daneese J.
Hope, William
Huneycutt, Linda H.
Hunt, Brian C.
Hunt, Rick E.
Ibañez, Vanessa
Jacobs, Rick
Jaffke, Denise D.
Jamison, Marjorie V.
Janson III, John
Jarzabski, John P.
Johnson, Priscilla A.
Jones, Christopher
Jones, Tricia
Kafar, Lynn N.
Kastoras, Panagiotis
Kauffmann, Ruby G.
Kay, Stephanie
Kaye, Mary M.
Keith, Bill
Keller, Susan E.
Kerry, Alison
Kerslake, Jenny Killam, Nancy
Kingston, Rachel
Kinman, Quinton E.
Kirner, Mary Beth
Koblasz, James K.
Krammes, Lisa A.
Kuteyi, Gladys M.
Lee, Choong Kuang
Lee, Elaine
Lentine, Neil
Liehe, Katie J.
Atlanta, GA
St Louis, MO
Roseville, MN
Burien, WA
Lake Zurich, IL
Marseille, France
Concord, CA
Milton Keynes, UK
St Croix, VI
Orange, CA
Stockholm, Sweden
Atlanta, GA
Madrid, Spain
Sunrise, FL
Tampa, FL
Fayetteville, AR
Milton Keynes, UK
Sunrise, FL
Mississauga, Canada
Atlanta, GA
Brea, CA
Mississauga, Canada
Home Based, UK
Marietta, GA
Atlanta, GA
Sunrise, FL
Vancouver, Canada
Charlotte, NC
Atlanta, GA
Indianapolis, IN
Madrid, Spain
Dallas, TX
Sunrise, FL
Charlotte, NC
Shelton, WA
Springfield, MA
Atlanta, GA
Vancouver, Canada
Home Based, UK
Schaumburg, IL
Athens, Greece
Atlanta, GA
Hamilton, Canada
Atlanta, GA
Home Based, UK
Uniondale, NY
Leeds Mortec, UK
Sydney, Australia
Ontario, Canada
Paris, France
Greenville, SC
Atlanta, GA
Atlanta, GA
Collegeville, PA
Ft Worth, TX
Barrie, Canada
Fairfield, NJ
Logan, UT
47
Löhnert, Franz
Lok, Mei Kwan
Lusk, Susan
Lynd, Michele M.
Lyons, Tiffany
Manalo, Francis Anthony C.
Marciniak, Jeannine
Martin, Becky
McCloskey, Linda L.
Mcdonald, Norman
McEnaney, Andrew M.
McLaughlin, Terry D.
Medero, Michelle
Meehan, Marsha
Michaelis JR, Robert J.
Midyette, Tiana A.
Miles, Evan
Miller, Carol
Milton, Robert
Miranda, Caryl Jane
Mixon, Colene D.
Morello, Diane
Mulley, Jo
Naidu, Balu
Niskoch, Anthony M.
Palmer, Sanford G.
Parker, Max
Patton, Dana
Paxton, Roland
Peluso, Daniela
Perris, Nancy C.
Peterson, Kristina
Pineda, Katherine E.
Ploen, Becky J.
Pond, Alfred S.
Poss, Michelle
Pregler, Kyle
Preston, Frank J.
Racicot, Michael A.
Raymond, Edwina M.
Raynal , Guy
Renteria, Eric
Richards, Jane
Ringuede, Linda
Rivera, Miguel
Rivera-Guilbe, Diana
Robins, Peggy
Rodell, Charlotta
Rogers, Amber D.
Rogers, Griffin T.
Roy, Pierre
Rucci, Mirna I.
Ryndfleisz, Linda
Rzepczyk, Michael
Sanderson, Jackie
Sandoval, Ruben
Sasiadek, Joanna
Schraner, Mary L.
Scott, Roxanne M.
Sedgwick, Jeanette S.
Lake Zurich, IL
Dallas, TX
Ontario, Canada
Makati, Philippines
Schaumburg, IL
Wichita, KS
Altoona, PA
Hamilton, Canada
Payson, AZ
Mechanicsburg, PA
Tampa, FL
Ontario, Canada
Indianapolis, IN
Norfolk, VA
Vancouver, Canada
Ontario, Canada
Rancho Cordova, CA
Mississauga, Canada
Houston, TX
Sterling Heights, MI
Ipswich, UK
Brampton, Canada
Jacksonville, FL
Atlanta, GA
Home Based, UK
Houston, TX
Toronto, Canada
Milan, Italy
Plantation, FL
Vernon Hills, IL
Houston, TX
Roseville, MN
Sunrise, FL
Ontario, Canada
Atlanta, GA
Atlanta, GA
Sunrise, FL
Ft Worth, TX
Sydney, Australia
Nanaimo, Canada
Winchester, UK
Bendigo, Australia
Atlanta, GA
Rio Piedras, PR
Sunrise, FL
Stockholm, Sweden
Wichita, KS
Birmingham, AL
Moncton , Canada
Belle Mead, NJ
Hauppauge, NY
Brantford, Canada
Atlanta, GA
Vernon Hills, IL
Cleveland, OH
Sunrise, FL
Lake Zurich, IL
Seidel, Donald A.
Shaikh, Sameer
Shelley, Andrea L.
Sheridan, Rebecca
Smallwood, Kristopher
Smerdon, Paul K.
Snider, Pearl
Sohani, Mushtaq
Soriano, Irwin V.
Srisirilek, Suwin
Stell, Nancy E.
Stephens, Teresa
Stevens, Lee J.
Strugarek, Rhonda
Swan, Gordon
Tercero, Miguel C.
Thekan, Heather L.
Toro, Christina V.
Travis, Janet E.
Van Fleet, Allison
Venegas, Abelinda
Verrekia, Michael A.
Volk, Daniel P.
Vu, Ha
Wagner, Debra K.
Waltermyer, April
Wauchope, Nicole A.
Weigand, Linda A.
Wesley, Keith
Westrop, Paul
Whiley, Andrew
White, Christine M.
Wilkinson , Angela
Wilson, Carmine
Wolf, Laura A.
Woo, Eva L.
Wood, Tina
Woolston, Michael
Yee , Ron
Yun, Misum
Cleveland Heights, OH
Atlanta, GA
Memphis, TN
Farmers Br, TX
Hamilton, Canada
Sunrise, FL
Ontario, Canada
Ontario, Canada
Makati, Philippines
Bangkok, Thailand
Ft Worth, TX
Birmingham, UK
Atlanta, GA
Ontario, Canada
Jacksonville, FL
Sunrise, FL
Maitland, FL
Atlanta, GA
Kitchener, Canada
Schaumburg, IL
Broomall, PA
Atlanta, GA
Toronto, Canada
Sandusky, MI
Mechanicsburg, PA
Sunrise, FL
East Syracuse, NY
Hauppauge, NY
Home Based, UK
Leeds Mortec, UK
Sunrise, FL
Vancouver, Canada
Schaumburg, IL
Ft Worth, TX
Hull, UK
Leeds Mortec, UK
Redondo Beach, CA
15 Years
Addison, Theresa S.
Andrakis, George
Arnet, Karen J.
Baldwin , Darrin
Belagur, Vishwanath
Bell, Kathryn L.
Bennett, Blair E.
Bird, David S.
Block, Marilyn J.
Boerner, Karen
Bonnaud, Samuel C.
Booroff, David
Britt, Stephanie L.
Brook, Katherine L.
Baton Rouge, LA
Athens, Greece
Schaumburg, IL
Sydney, Australia
Lake Zurich, IL
San Clemente, CA
Atlanta, GA
Lake Zurich, IL
Sunrise, FL
Vernon Hills, IL
Denver, CO
Northampton, UK
Louisville, KY
Atlanta, GA
48
Brown, Timothy
Campbell, James V.
Carden, Dalerick M.
Clegg, Jason
Congreve , Rosemarie
Conroy, Robert C.
Conway, Joanne M.
Cook, Christopher
Craddock, Elizabeth A.
D Sivayogarajan, S Seethaletchumy
Daniel, Martha H.
Davis, Neil
Deans, Sylvia M.
Deichmann, Angela H.
Desjardins, Janet
Desrochers, Jacqueline
Dumont, Linda
Edwards, Nicky
Ekrittikrai, Chantra
Eshman, Daniel J.
Evola-Bourlon, Grace E.
Finley, Amy B.
Gilbert, Michael E.
Gill, Satinder
Gilmore, Martha S.
Goldstein, Fay
Gotling, Greg H.
Graham, Charles G.
Harrison, Judy C.
Hegde, Gokuldas K.
Heisler, Deborah
Hergott, Kimberley
Herndon, Judy P.
Hladik, Robin
Holden, Robert J.
Houlihan, Alda
Iuga, Catherine
Jacobs, Michele A.
Jones, Mildred N.
Khateeb, Michele D.
Kindig, Patricia
King, Grant
Kirkpatrick, Robert D.
Koch, Michael
Kryzak, Billiejo
Lagman, Agapito L.
Lai, Mei Mei
Lamar, Patricia A.
Le Compte, Steven M.
Lebitko, Pearl
Lowery, Jeffrey L.
Malenfant, Nancy
Malone, Bret D.
May, Roger B.
Mazzola, Christopher
McClaver, Judy F.
Mckay, Caryl
McKenzie, Mary A.
Meyers, Martha L.
Mills, Tom
Fairfax, VA
Atlanta, GA
Atlanta, GA
Wildwood, FL
E Patchogue, NY
Schaumburg, IL
Louisville, KY
Madison, AL
Sunrise, FL
Chicago, IL
St Catherine’s, Canada
Winnipeg, Canada
Granby, Canada
Bangkok, Thailand
Atlanta, GA
Dallas, TX
Morgan Hill, CA
Mesquite, TX
Milton Keynes, UK
Fresno, CA
Tampa, FL
Atlanta, GA
Atlanta, GA
Houston, TX
Atlanta, GA
West Fargo, ND
Waterloo, Canada
Memphis, TN
Wichita, KS
Lake Zurich, IL
Vernon Hills, IL
Hamilton, Canada
Mahwah, NJ
Atlanta, GA
Antioch, IL
Dartmouth, Canada
Easton, PA
Ontario, Canada
Lake Zurich, IL
Makati, Philippines
Toronto, Canada
Atlanta, GA
Tucker, GA
Edmonton, Canada
Raymond, MS
Moncton , Canada
St Louis, MO
Brandon, MS
Sacramento, CA
Winnipeg, Canada
Fulton, MD
Fort Collins, CO
Home Based, UK
Moran, James K.
Moreira, Anthony
Murphy, Judith H.
Newsome, Steve N.
Nolan, Maryann
O’Day, Sean T.
Ordon, Emelina B.
Petro, Christopher L.
Pickett, Joyce
Pierce, Kelly
Plunkett, Gregory S.
Preece, Julie
Rizzo, Judith
Rodriguez, Adelaida S.
Rogers, Linda K.
Saavedra, Yvonne
Schaeffler, Cathleen R.
Schlaikjer, Michael E.
Schledewitz, Mark
Schneider, Meggin H.
Serra, Louis C.
Shah, Priti K.
Sklar, Robert C.
Smith, Loraine Snook, Wendy
Solberg, Karen D.
Soler Rivera, Aida L.
Sparks, Leeann
Stover, David S.
Sulcer, Judson D.
Sullivan, Geoffrey
Talley, Darlene M.
Taylor, Margaret M.
Theriault, Kris
Tobin, Michael
Trabbia, Mireille
Tsai, Roger
Webber, Alice K.
Whitford , Gary
Wietrzychowski, Anita L.
Williams, Clair
Witkowsky, Robert
Witt, Karla S.
Wong, James
Woo, Tina J.
Yee, Wendy
Zaguetto, Silvio Antonio
Zahed, Basil
Indianapolis, IN
Barker, TX
Winchester, KY
Hauppauge, NY
San Rafael, CA
Gardena, CA
Merrillville, IN
Sunrise, FL
Worthington, OH
Farmers Br, TX
Home Based, UK
Vernon Hills, IL
Uniondale, NY
Farmers Br, TX
Edmonton, Canada
St Louis, MO
Salt Lake City, UT
North Bay, Canada
Atlanta, GA
Sunrise, FL
Schaumburg, IL
Mahwah, NJ
Victoria, Canada
Sydney, Canada
Portland, OR
Rio Piedras, PR
Abbotsford, Canada
Tucker, GA
Bell Buckle, TN
Thunder Bay, Canada
Cleveland, OH
Atlanta, GA
Granby, Canada
Sydney, Canada
Annecy, France
Taipei, Taiwan
Schaumburg, IL
Shepparton, Australia
Parkland, FL
Birmingham, UK
Hatboro, PA
Roseville, CA
Taipei, Taiwan
Honolulu, HI
Ipoh, Malaysia
São Paulo, Brazil
Toronto, Canada
20 Years
Adamson, Marian
Amador, Luis E.
Anderson, Brenda L.
Anderson, Cheryl E.
Antonio, Theresita T.
Armstrong, David A.
Arnowitz, Judith E.
Toronto, Canada
Henderson, NV
Benton, AR
Farmers Br, TX
Honolulu, HI
Brookfield, WI
St Louis, MO
49
Auer, Joan M.
Bailey, Theodora L.
Barbeau, Kelly
Benson, Troy A.
Berry, Leshell
Bippus, Gerald W.
Bottan, Michael
Boyer, Wendy
Boyle, Peter
Branthwaite, Cathy
Buonfiglio, Denise A.
Byers, Christophe J.
Carr, Tracy L.
Carville, Julie
Castelló, Francisco
Chadwick, Jeff K.
Clements, Claire
Cole, Adam P.
Collins, Stephanie C.
Cortada, Antonio
Cruz-Gutierrez, Carolyn
Cupps, Roy L.
Davidson, Michael
Delgado, Claudette M.
Deschenes, Marcel
Diedrich, Julie D.
Dugan, Margie
Edge, Jeffrey
Edmonds, Vhonda F.
Erickson, Mitzi
Eurick, Thomas
Gardner, Janice L.
Gibbon , Narelle
Goldhan, Klaus-Dieter
Gomatos, Nick
Goodyear, Fran
Harris, Chris
Hasan, Maher
Haugen, Wade C.
Heering, Donald L.
Hermann, Jeri L.
Horner, Susanna P.
Hua, Mingchang
Hubin, Kenneth W.
Huff, Wayne M.
Huizenga, Norma
Hulbert, Kimberly B.
Hunt, Terry
Hunt, Virginia
Irwin, Pauline
Jackson, Verna E.
Jones, Cindy
Kalk, Joan K.
Kaup, Dawn
Kennedy, Dianne
Kiniwon, Janet
Klosson, Kirby
Kumar, Elsie
Lapierre, Jeannette
Law, Simon
Lentz, George R.
50
St Louis, MO
Lexington, KY
Rancho Cordova, CA
Brea, CA
Memphis, TN
Davenport, IA
Kirk Lake, Canada
Edmonton, Canada
Toronto, Canada
Toronto, Canada
Orange, CA
Quincy, IL
Festus, MO
Belfast, UK
Barcelona, Spain
Atlanta, GA
Home Based, UK
Schaumburg, IL
Tucker, GA
Barcelona, Spain
San Jose, CA
Texarkana, TX
Belfast, UK
Clermont, FL
Granby, Canada
Lake Zurich, IL
Lake Zurich, IL
St Catherine’s, Canada
Atlanta, GA
Dallas, TX
Lake Zurich, IL
Colton, CA
Adelaide, Australia
Leipzig, Germany
Athens, Greece
Winchester, UK
Home Based, UK
Fairfax, VA
Coeur D’Alene, ID
Burbank, CA
Sunrise, FL
Brea, CA
Lake Zurich, IL
Rockaway, NJ
Billings, MT
Sunrise, FL
Marietta, GA
Brea, CA
Lake Zurich, IL
Stockport, UK
Maplewood, NJ
Denver, CO
Schaumburg, IL
Denver, CO
St John’s, Canada
Kota Kinabalu, Malaysia
Atlanta, GA
Mississauga, Canada
Mississauga, Canada
Home Based, UK
Elon, NC
Lewis, Dawn
Lodahl, Rebecca A.
Loftin, Paula
Lopez, Dianne E.
Lyerson, Debra D.
Marquardt, Robert M.
McCarthy, Bonita
McDermott, Christopher J.
McDonald, Patricia A.
McMahon, Stephen
Michalea, Lucy
Miller, Mark E.
Mock, Judy A.
Motley, Cindy
Negron, Raymond M.
O’Brien, Sandra
Oday, Bridget A.
Over, Katharine E.
Parham, Marsha A.
Pearce, Julia
Penn, Jacquie
Pennock, Dale
Perry, Susan M.
Piscola, Anthony
Popat, Azmin
Radlein, Richard A.
Rampal, Savitri J.
Reamer, Judy D.
Remp, Patricia A.
Rhodes, Deborah
Richardson, Susan
Russell, Debbie
Sampson, Joanna
Scott, Dan G.
Serna, Ada
Sharoun, John
Shaw Jr, Edward S.
Shaw, Nigel
Shultz, Sherrie L.
Simpson, Robert M.
Smith, Steven W.
Snyder, Margery B.
Spice, Eva M.
Stauffer, Angel
Stevens Sr, Robert D.
Tan, Bryan
Tilden, Ronald
Traxler, Sharon
Turturro, Dawn M.
Valentin, Bernd
Ward, Lesley
Weathington, Gene A.
Webb, Charlene
Webb, Cheryl R.
Westerlund, Colleen
White, Robin C.
Wohlbach, Linda D.
Wojciechowski, Michele
Wurmlinger, Marlene
Younger, Richard P.
Toronto, Canada
Hudson, WI
Houston, TX
Sunrise, FL
Atlanta, GA
Sylvania, OH
Bradenton, FL
Pittsburgh, PA
St Louis, MO
Lake Zurich, IL
Athens, Greece
Sunrise, FL
Schaumburg, IL
Brentwood, NY
Littleton, CO
Phoenix, AZ
Tampa, FL
Shreveport, LA
Home Based, UK
Northampton, UK
Toronto, Canada
Atlanta, GA
Hauppauge, NY
Toronto, Canada
Schaumburg, IL
Sunrise, FL
Tampa, FL
Orlando, FL
Dallas, TX
Lake Zurich, IL
Rancho Cordova, CA
Home Based, UK
Great Bend, KS
Barcelona, Spain
Toronto, Canada
Richmond, VA
Stockport, UK
Sunrise, FL
St Louis, MO
Atlanta, GA
Atlanta, GA
Northfield, OH
Mechanicsburg, PA
Atlanta, GA
Windsor, Canada
Toronto, Canada
Miami Lakes, FL
Hamburg, Germany
Tucker, GA
Barrie, Canada
Atlanta, GA
Tampa, FL
Corona, CA
Norcross, GA
Kamloops, Canada
Rancho Cucamonga, CA
25 Years
Anderson, Stephen
Baker, Keith
Barbee, James C.
Bento, Fabian
Berger, Daniel
Berggren, Dana
Boehringer, Jacques
Brown, Belinda A.
Denne, Tim
Dolan, Shaun
Dugie, Sandra
Ellis, Gary
Fuller, Tami
Gordon, Beverly A.
Gordon, Jennifer
Hackney, Vicki L.
Hannula, Warren
Howell, Geraldine V.
Huggins, Cheryl A.
Janus, David A.
Johansson, Deborah K.
Klausmeier, Stephen J.
Kotarski, Lucille
Lopez, Joseph H.
Loveday, Anthony
Maracle, Allana
Milligan, Cherie L.
Nickens, Roxanne S.
Niemann, Judy
Owen, Connie
Potts, Mark
Rell, Mark C.
Riccione, James
Rocha, Jimmie C.
Scott, Patrick
Sellers, Carol A.
Shelton, Alyson J.
Shoemaker, Nadine E.
Smith, Giselle H.
Snoddy, Lorraine
St Martin, Rhonda L.
Thompson, Geraldine
Ueckert, Anja
Zapel, Rosemary K.
Ontario, Canada
Home Based, UK
Ridgeland, MS
London, Canada
Edmonton, Canada
Escondido, CA
Annecy, France
Buffalo, NY
Exeter, UK
Liverpool, UK
San Antonio, TX
Charlottetown, Canada
Dallas, TX
Broomall, PA
Palatine, IL
Crest Hill, IL
Lake Zurich, IL
Tucker, GA
Portland, OR
Glendale, AZ
Goodyear, AZ
Hartsville, SC
Hauppauge, NY
Massapequa, NY
Watford, UK
Hamilton, Canada
Metairie, LA
Uniondale, NY
Lake Zurich, IL
Ontario, Canada
Ontario, Canada
Tucker, GA
Ashburn, VA
Yakima, WA
Watford, UK
Colton, CA
Atlanta, GA
Atlanta, GA
Maitland, FL
Brantford, Canada
Albuquerque, NM
Tucker, GA
Frankfurt, Germany
Lake Zurich, IL
Haemker, Mark C.
Ho, Charlene
Hood, Linda R.
Kirtley, Kerry K.
Krause, Maria L.
Levine, Lorraine B.
Mesch, Randal L.
Ngo, Hoainam
Payne, Donald G.
Perry, Ann
Scott, Christophr D.
Silvestri, Leann
Stannard, Brenda M.
Tobkin, Ronald E.
Wareck, Nancy E.
Schaumburg, IL
Kota Kinabalu, Malaysia
Atlanta, GA
Columbia, MD
Lake Zurich, IL
Uniondale, NY
Dubuque, IA
Houston, TX
Brentwood, TN
Bartlett, TN
Rockledge, FL
Fairfield, NJ
Albany, NY
Livonia, MI
Livonia, MI
35 Years
Davies, Janice
Davy, Michael
Marentette, Keith
McPherson, Donald
Miller, Wayne E.
Popomaier, Emma
Schirmer, Robert M.
Thompson, David
Woodhead, Stuart
Birmingham, UK
Liverpool, UK
London, Canada
Atlanta, GA
Cleveland, OH
Fairfield, NJ
Dayton, OH
Home Based, UK
Johannesburg, South Africa
40 Years
Burgmeier, Donald R.
Diamond, Janet
Sellers, Phyllis
Taylor, Robert
Whitaker, Stephen
Brea, CA
Hauppauge, NY
Nottingham, UK
Tucker, GA
30 Years
Agnew, Kathryn
Agnew, Stephen
Coleman, Rosemarie
Cowley, David
Gach, Phylis
Gravitt, P.Jean
Grillo, Terri L.
Belfast, UK
Hamilton, Canada
Hauppauge, NY
Stockport, UK
Lake Zurich, IL
Atlanta, GA
Glastonbury, CT
51

crawford CURRENTS

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