Crawford: The Smarter Way to Handle Subsidence Claims
An AI-powered platform to accelerate complex subsidence investigations and improve outcomes for insurers and homeowners.
Client:
Crawford & Company
Role:
Product Designer
Duration:
1 year
Year:
2025-2026
About the Project
Crawford & Company is a global leader in insurance claims management, providing specialist surveying, loss adjusting and claims handling services for some of the world's largest insurers, including AXA, Admiral and Hiscox.
As recognised experts in property claims, Crawford supports insurers across a wide range of perils, from fire and flooding to escape of water, storm damage and subsidence.
The Challenge
Subsidence is one of the most complex and time consuming property claims to investigate, often relying on a small number of highly experienced and very expensive specialists whose expertise exists largely as tacit knowledge.
Investigations can take months, or even years to complete, leaving homeowners facing prolonged uncertainty while increasing costs for insurers. Crawford wanted to find a way to capture this expertise within a digital platform that could standardise decision-making, support surveyors throughout the investigation process and provide a scalable foundation for the future.
The Solution
The solution centred around an AI-powered recommendation engine designed to support surveyors throughout every stage of a subsidence investigation.
By combining public property, environmental and weather data with proprietary insurance information, historical claims and evidence submitted by homeowners; specifically damage evidence, vegetation and drainage location, the platform analysed complex datasets to recommend likely causes, next steps and potential outcomes.
Rather than replacing specialist expertise, the platform augmented it, helping surveyors make faster, more consistent decisions while reducing investigation times, lowering operational costs and improving the experience for both insurers and homeowners.
“Ross and the team didn’t just understand our problems, they explained them back to us better than we could ourselves.”
“The Discovery process, especially the Agile Design Architecture, felt like a genuine offer to help, not a hard sell.
Each meeting and deliverable brought real progress and meaningful change, and the team dynamic was warm, collaborative, and easy to work with. The use of Figma prototypes to showcase their design-led approach was impressive, and the achievable PoC cost made things feel within reach.
Ross and the team didn’t just understand our problems, they explained them back to us better than we could ourselves. That alone gave us massive trust in the team and the process. "
David Sheppard
Head of innovation, Crawford & Co
-Discovery Workshops
-Information Architecture
-Persona Mapping
-User Flow Mapping
-UX Wireframes
-UI Visual Design
-Clickable Prototypes
-Design System Design
From homeowner data submission to data analysis and claim outcome in minutes.
