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The claims landscape is evolving rapidly, shaped by a perfect storm of rising catastrophes, shifting workforce dynamics, and growing customer expectations. Canadian insurers are under increasing pressure to deliver faster, more accurate and empathetic service—often with fewer resources. Meeting this moment requires a renewed focus on four critical areas: capacity, accuracy, customer experience and technical expertise.
Capacity
When claims demand more The increased frequency of catastrophic events, coupled with concerning trend of experienced adjusters leaving faster than new recruits joining the field, continues to take a toll on the industry.
Accuracy
Precision when it matters most As claim volume and complexity increases, the insurance industry faces significant challenges in managing claims accurately, leading to customer dissatisfaction and potential financial repercussions.
Customer Experience
Protecting your brand reputation Staff turnover and attrition has been exceptionally high in recent years, causing strains on an already stretched workforce. Canadian insurers will need to find a way to adapt to increasing customer demands at a time when customer satisfaction levels are at a low point.
Technical Expertise
Experience and solutions that deliver As technological advancements continue to automate routine functions within the claims cycle, human expertise remains indispensable for managing complex claims.
White Paper
Navigate the future of claims with Crawford
This white paper tackles key challenges in Canada’s insurance and claims industries, offering practical solutions to improve accuracy, expand capacity, strengthen technical skills, and enhance customer service to meet market demands.
Construction projects rely on several forms of insurance coverage that apply across different stages of a project’s lifecycle. Builder’s Risk (Course of Construction) typically protects the works while construction is underway, while Wrap-Up liability policies respond to third-party claims arising from the project. When damage occurs, however, determining which policy should respond to a claim is not always straightforward.
Canada continues to experience a steady rise in climate‑driven catastrophic events, including severe convective storms, wildfire seasons extending earlier and later into the year, and increasing regional flood risk.
As insurers plan for another volatile year, the need for support that goes beyond surge staffing is clear. Organizations require an independent adjuster who enhances technical decision‑making, reduces severity volatility, and delivers dependable capacity supported by consistent expertise and scalability.
Managing environmental loss in Canada: The cost of getting it wrong
When it comes to environment-related claims, retaining the appropriate experts and consultants early plays an important role in implementing an effective remediation approach. The rigour applied to cost review determines whether insurers pay what is owed or significantly more.
The coverage analysis conducted in the first days determines whether material issues are managed proactively or discovered too late to change the outcome.
Cyber claims develop incredibly quickly, and the early response must match that pace to contain losses, preserve evidence, and protect recovery opportunities. Decisive action at the outset is what keeps the loss controlled rather than compounded. This whitepaper explores Canada’s cyber environment and how the first hours of a claim can often shape the outcome.
When the lawsuit arrives first: inside Canada’s financial lines claims
Financial lines claims in Canada, particularly E&O and D&O, are complex, high-stakes, and increasingly driven by economic pressures, fraud, and heightened regulatory scrutiny. This report explores which coverage applies and which terms are the first step in informing subsequent claim-handling decisions.
Ontario’s July 1, 2026 auto reform is often framed as a measure of flexibility. In practical terms, it is a redistribution of risk. The result is a market where claimant outcomes will depend less on what the regulation says in principle and more on what was elected, documented and understood before the accident occurred.
Learn through our experts and explore relevant resources, case studies, and blogs designed to guide you
Environmental loss: A practical view from the claims front line
Environmental and pollution claims can arise quickly from events like spills, leaks, fires, or equipment failures, and in Canada they escalate fast within a complex regulatory landscape; early decisions are critical as conditions change and stakeholders engage, while effective management depends on strong coordination, regulatory awareness, expert input, and clear remediation plans that balance compliance and cost. Read the blog
What a cyber claim taught me about response
Cyber incidents move as quickly as major property losses, with logs rolling over, devices being rebuilt, and remediation efforts potentially erasing key evidence, yet under pressure teams often fix issues before documenting them, making it harder to determine the entry point, scope, coverage, and meet regulatory timelines that may already be in progress. Read the blog
Construction insurance: The clock matters more than the damage | Blog
Construction insurance claims often hinge on timing. Learn how builder’s risk, wrap-up liability (OCIP/CCIP), and contractor CGL coverage respond when losses occur around substantial completion, occupancy, and hidden water damage across policy periods from Crawford Canada's construction practice leader. Read the blog
The soft market is back, but catastrophic risk did not get the memo | Blog
The gap between easing rates and increasingly complex catastrophe losses in Canada continues to widen. Even “moderate” years strain claims operations, showing that catastrophe planning must be proactive and year‑round. Insurers that align partners, capacity, and decisions in advance will be better prepared for future events. Read the blog
The discipline behind better financial lines outcomes | Blog
Financial line claims often arrive with a statement of claim attached and immediate decisions to make. That is why early handling sets the direction for reserves, counsel strategy, defence cost management and the path to resolution. When that work is done with discipline, the file moves forward with greater clarity and control. Read the blog
Ontario auto reform: Simplicity on paper, complexity in practice
Ontario’s 2026 auto reform may look straightforward on paper: as of July 1, medical, rehabilitation and attendant care remain mandatory, while most other accident benefits move into an optional purchase model. Read the blog
Key Contacts
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