John Crawford

About John Crawford

With over two decades of experience in Property & Casualty claims, I currently serve…

Experience

1. Director of Qa & Special Projects

   Xceedance

   Oct 2021 — Present · Pensacola, FL, US

   Led the ground-up creation and staffing of the claims quality assurance operation at Xceedance- Hired and manage a group of four (4) full-time Claims Quality Assurance specialists (as well as twelve (12) part-time contract auditors) providing both claims QA reviews and process improvement to our Xceedance TPA claims group as well as external consulting clients - Focused on P&C claims including Auto, Property, Casualty, and Liability in both the TPA-handled and carrier-handled claims spaces. Systems, forms, and processes have been created and scaled with an eye towards additional lines of business* External QA consulting case review: Client A presented with depressed claims performance, focused specifically on Liability claims handling and expenses (mainly due to overuse of vendors). Over 12 months, improved claims quality scores by 9% while reducing leakage to near zero while producing a significant reduction in claims expenses- Developed client-specific QA performance management to identify key pain points and action plan for process updates to remedy based on the client\'s individual claims needs- Work in conjunction with the TPA Claims leadership on action-planning and improvement of identified claims deficiencies, including follow-up testing