SMS Terms

Last Updated: July 23, 2025

We utilize Short Message Services (“SMS”), also called text messaging, to communicate with you for two purposes:

  1. Internal Communications – Messages sent to Crawford Personnel, including employees, contractors, field inspectors, and adjusters, for operational purposes such as assignment notifications, scheduling updates, and urgent field communications.
  2. External Communications – Messages sent to claimants, policyholders, and injured workers to provide claim updates, scheduling notifications, and other relevant information necessary for claims management.

Crawford operates multiple SMS programs across its business units. The specific program name associated with any given SMS message will be identified in the opt-in confirmation message you receive. These Terms apply to all Crawford SMS programs. Participation is voluntary, and message and data rates may apply. 

Your privacy is important to us. For more information on our general practices towards Personal Data, please see our Online Privacy Notice, including specific information required under California and other state privacy laws in the United States.

We do not sell, share, or disclose your mobile number, opt-in status, or SMS consent to third parties or affiliates for marketing or promotional purposes. Your information is used only for the SMS Program and related services.

Program Overview

External Communications (Claimants & Policyholders)

Crawford also communicates with external individuals regarding claims management, including updates and other claim management.

These messages are sent only to individuals who have opted in or have an existing relationship with us related to claims processing.

Opt-in Process

Implied Consent for External Claims Management (Claimants & Policyholders)

For claimants and policyholders engaged in the claims process, SMS messages may be sent based on an existing business relationship, as allowed under applicable laws and industry best practices.

Upon providing a mobile number in relation to a claim, you may receive a confirmation request:

“Please confirm if you wish to receive text messages from this program for claims handling purposes. Reply YES to confirm. Msg & data rates may apply.”

If you do not confirm, you will not receive SMS notifications.

Explicit Opt-in Methods

By providing your mobile number to us through one of the following methods, you consent to receive SMS notifications related to your claims or business relationship:

  • Submitting your phone number when filing a claim or managing a case.
  • Agreeing to receive text messages when scheduling inspections or service appointments.
  • Confirming participation in SMS alerts through online forms or verbal confirmation with a Crawford representative.

Once you opt in, you will receive a confirmation message, which will include the specific program name for the SMS notifications you will receive.

Example Confirmation Message:

“You are now subscribed to Crawford text notifications for the applicable program. Msg & data rates may apply. Reply STOP to opt-out, HELP for help.”

If you do not receive this confirmation, check with your mobile carrier or contact our support team.

Opt-out Process

You may opt out of SMS communications at any time by replying STOP to any message received. Once you send “STOP,” you will receive a final confirmation message stating that you have been unsubscribed and will no longer receive SMS messages from that program.

Example Opt-out Confirmation:

“You have successfully unsubscribed from this Crawford SMS program. No further messages will be sent.”

If you are subscribed to multiple Crawford SMS programs, opting out of one program will not automatically unsubscribe you from all Crawford-related communications. You may need to opt out separately for each program.

If you wish to rejoin the Program, sign up again using the original opt-in process by which you opted in. This may include:

  • Texting the opt-in keyword to the short code or DLC number
  • Informing your account manager, adjuster, or service representative
  • Replying “OPT IN” to a prior message (if applicable)

Help & Customer Support

For assistance, you can reply HELP to any message received. When you send “HELP,” you will receive instructions on how to use our service and how to unsubscribe.

Message Frequency and Costs

You will receive messages only when necessary to support your claim, case, or assignment. Message frequency may vary depending on claim activity but generally will not exceed a few messages per week. Message and data rates may apply. Please check with your mobile carrier for more details on your plan.

Mobile Carrier Disclaimer

We are able to deliver messages to the following mobile phone carriers:

Major carriers: AT&T, Verizon Wireless, Sprint, T-Mobile, MetroPCS, US Cellular, Alltel, Boost Mobile, Nextel, and Virgin Mobile.

Minor carriers: Alaska Communications Systems (ACS), Appalachian Wireless (EKN), Bluegrass Cellular, Cellular One of East Central IL (ECIT), Cellular One of Northeast Pennsylvania, Cincinnati Bell Wireless, Cricket, Coral Wireless (Mobi PCS), COX, Cross, Element Mobile (Flat Wireless), Epic Touch (Elkhart Telephone), GCI, Golden State, Hawkeye (Chat Mobility), Hawkeye (NW Missouri), Illinois Valley Cellular, Inland Cellular, iWireless (Iowa Wireless), Keystone Wireless (Immix Wireless/PC Man), Mosaic (Consolidated or CTC Telecom), Nex-Tech Wireless, NTelos, Panhandle Communications, Pioneer, Plateau (Texas RSA 3 Ltd), Revol, RINA, Simmetry (TMP Corporation), Thumb Cellular, Union Wireless, United Wireless, Viaero Wireless, and West Central (WCC or 5 Star Wireless).

Carriers are not liable for delayed or undelivered messages.

Prohibited Use

By participating in this Program, you agree not to:

  • Use the Program for any unlawful, fraudulent, or abusive purposes.
  • Provide false or misleading information.
  • Attempt to disrupt or interfere with the SMS service.

Violations may result in termination of your participation and legal action.

Changes to These Terms

Crawford & Company may update these SMS Terms & Conditions at any time. Any changes will be posted on our website and become effective immediately. Your continued participation in the program constitutes acceptance of any modified terms.