Crawford & CompanyA global provider of claim services,

business process outsourcing, and consulting services

Disruptions in Claims HandlingMay 14, 2014

Today’s Presenters

Jeffrey T. BowmanCrawford President and Chief Executive Officer

Kevin B. FrawleyExecutive Vice President and Chief Executive Officer

Property & Casualty - Americas

Brian S. FlynnGlobal CIO and Executive Vice President

FORWARD-LOOKING STATEMENTS

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• Forward-Looking Statements

This presentation contains forward-looking statements, including statements about the future financial condition,

results of operations and earnings outlook of Crawford & Company. Statements, both qualitative and

quantitative, that are not statements of historical fact may be “forward-looking statements” as defined in the

Private Securities Litigation Reform Act of 1995 and other securities laws. Forward-looking statements involve a

number of risks and uncertainties that could cause actual results to differ materially from historical experience or

Crawford & Company’s present expectations. Accordingly, no one should place undue reliance on forward-

looking statements, which speak only as of the date on which they are made. Crawford & Company does not

undertake to update forward-looking statements to reflect the impact of circumstances or events that may arise

or not arise after the date the forward-looking statements are made. Results for any interim period presented

herein are not necessarily indicative of results to be expected for the full year or for any other future period. For

further information regarding Crawford & Company, and the risks and uncertainties involved in forward-looking

statements, please read Crawford & Company’s reports filed with the United States Securities and Exchange

Commission and available at www.sec.gov or in the Investor Relations section of Crawford & Company’s

website at www.crawfordandcompany.com.

• Class A and B Shares

The Company’s two classes of stock are substantially identical, except with respect to voting rights and the

Company's ability to pay greater cash dividends on the non-voting Class A Common Stock than on the voting

Class B Common Stock, subject to certain limitations. In addition, with respect to mergers or similar

transactions, holders of Class A Common Stock must receive the same type and amount of consideration as

holders of Class B Common Stock, unless different consideration is approved by the holders of 75% of the

Class A Common Stock, voting as a class.

Corporate Overview

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Crawford & Company at a Glanceat market close May 2, 2014

Exchange/Tickers: NYSE: CRDA and CRDB

Trailing 52 week High/Low: CRDA: $4.82-$9.83

CRDB: $5.62-12.12

Market Capitalization: $560.1 million

Quarterly Dividend: CRDA: $0.05/quarter

CRDB: $0.04/quarter

Analyst Coverage: Greg Peters, Raymond James

Mark Hughes, Suntrust

Adam Klauber, William Blair

55 Source: Bloomberg

$1.2 Billion in Revenues 700 Locations70+ Countries 8,500 Employees

Our Global Strength

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Crawford Provides More Than Claims Services

P&C outsourced claims services provided about $579 million, or 50%, of total Crawford revenue

• Claims services is a mature business in most geographies

• Revenues are driven by claims volume, which is affected by regional economies, economic growth

• Severe weather and natural disasters can create volatility in claims volume

• Global Technical Services is the leader in mega-claims

Another $584 million, or 50%, was derived from higher-value added business services

• Business Process Outsourcing (BPO)

• Third Party Administration

• Managed Repair Services

• Legal Settlement Administration

• Consulting

• Medical Management

• Analytics

• Forensic Accounting

Approximate 2013 Revenue Mix

Consulting BPO Claims Services

$579

$431

$153

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What Is Disruption? dis·rup·tion (noun): to cause (something) to be unable to continue in the normal way; disturbance or problems that interrupt an event, activity, or process.

Our industry is undergoing significant technology-led disruption and we are delivering solutions to remain relevant through that disruption.

Examples of Major Disruptors in the Claims Space

• Managed Repair Networks

• Analytics

• Mobile Applications

• Business Process Management (BPM)

• Social Media

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Disruptive Technology in the

Claims Management Space

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Why Do We Care about Claims?

Factors 2013 Rank 2011 Rank 2009 Rank 2007 Rank

Claims service & settlement 1 3 3 4

Financial stability / rating 2 1 1 1

Value for money / price 3 2 2 2

Industry experience 4 4 5 6

Capacity 5 7 4 Not Ranked

Long-term relationship 6 6 6 Not Ranked

Flexibility / innovation / creativity 7 8 7 3

Ability to deliver a global program 8 9 8 8

Speed and quality of documentation 9 10 10 5

Risk control and engineering 10 Not Ranked Not Ranked Not Ranked

How important are the following to you in your choice of insurers?

(Rank 1-10; with 1 =highest priority)

A recent industrysurvey asked:

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Source: AON

Claims Management High Priority for Insurance Carriers

• Claims handling is the number one issue for buyers of insurance

• Most carriers understand the need to balance a great customer experience while reducing loss adjustment costs – BUT few have perfected it.

Claims management can make or break the customer relationship.

Potential to

delight

Critical for

promoter

creation

Critical for detractor

avoidance

High

Low

Low High

Source: Bain & Company

Policy

issue

Advice

and

quotation

Claims

management

Policy

adjustments

Policy

renewal

Information

request and

first contacts

Potential to anger

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Social Media Managed RepairNetworks

Analytics

MobileApplications

BusinessProcess

Management

Claims Processing Disruptive Forces

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Social Media Managed RepairNetworks

Analytics

MobileApplications

BusinessProcess

Management

Managed Repair Networks

Source: KPMG Analysis, SNL Financial, and Industry Expert Interviews

Shift to Managed Repair Networks

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Direct-to-repair through Managed Networks

‘11= 2.07m

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“Addressable” carrier P&C volume of claims (US)

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Carriers are driving the growth of the “addressable” market for independently managed repair networks to increase customer satisfaction and drive cost out of the claims process

“The concept of “managed networks” are gaining traction with carriers, preferred and guaranteed contractor networks are where the industry is heading”

-Former Chief Claims Officer

Crawford Contractor Connection℠

Contractor Connection is a technology-enabled, business process outsourcing (BPO) platform and best-in-class industry leader of contractor managed repair networks for residential and commercial losses.

• North American network of nearly 5,000 general and specialty contractors

• Fully credentialed contractor network ensures customers’ protection and security

• Recognized by J.D. Power as #1 emergency service provider in recent study

• Additionally, 4 of the top 5 carriers rated by J.D. Power for customer satisfaction partner with Contractor Connection

• Over 250,000 assignments per year and growing rapidly

• Approximately $1.5 billion in estimates

• 200+ staff dedicated to providing exceptional customer service

• Delivers increased policyholder satisfaction

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Well-Defined Managed Repair Process

Managed Repair Five-Point Quality Assurance

Performance Management

• Electronic Estimate Review

• Technical Scope and Quantity Audit per

Industry Guidelines

• Independent Reinspection

• Customer Satisfaction Surveys

• Performance Objective Monitoring

System (POMS)

Performance Metrics Reporting

• Client Program Results

• Net Promoter Scoring

• Industry Benchmark Comparison

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Social Media Managed RepairNetworks

Analytics

MobileApplications

BusinessProcess

Management

Business Process Management

“The whole is more than the sum of its parts.”- Aristotle

“Crawford BPM” + Analytics + Mobile

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+

Predictive Analytics

Business Process Management

Process Automation

+

Mobile Technology

Task Automation based on Predictive AnalyticsANYWHERE / ANYTIME

Crawford Business Process Management (BPM) Program

Minutes to seconds

Days to minutes81% improvement in field processes90% streamline in call center operations41% enhancement to Broadspire processes97% gain in certain back office efficiencies74% reduction in process time47% boost in productivity69% faster cycle time

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Automated Assignment & Scheduling

Assignment rules based on:• Adjuster capacity• Specialty• Certification• Location• Client SLA

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Social Media Managed RepairNetworks

Analytics

MobileApplications

BusinessProcess

Management

Analytics

Uses of Predictive Modeling

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Emerging Opportunity

Predictive modeling applications in claims drives upstream benefits for underwriting, pricing, and rating in addition to enhancing policyholder satisfaction.

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Crawford Command Center

Tracking Inventory

Rapid Deployment

Predictive Analytics

Custom Client Reporting

Command Center Analytics Superstorm Sandy Dashboard

GTS Strategic Loss Management (SLM)

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• Web based, secure, collaborative environment

• BPM-based processes, customizable workflow and business rules

Command Center Predictive Analytics

Adjuster Capacity Analytics

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Social Media Managed RepairNetworks

Analytics

MobileApplications

BusinessProcess

ManagementMobile Applications

Crawford CAT Connect

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• Virtual workforce of CAT adjusters

• Social media enabled• Mobile• Skills / credentials-based• Location-aware• Award-winning

Worldwide GTS Adjuster Search

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Site Assessment

• Time-in-process reduced from days to minutes

• Voice-to-text dictation replaces back office process

• Instant video & photos of claim site

• Voice notes

• Global deployment

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Social Media Managed RepairNetworks

Analytics

MobileApplications

BusinessProcess

Management

Social Media

Crisis Mapping – Social Media

• Satellite imagery

• Drill down to street view

• GPS coordinates

• Facebook – Twitter – LinkedIn Instagram – YouTube postings

• Impact analysis

Reckless Social Media Mistakes Uncover Workers Compensation Fraud

Warehouse worker claiming back injury prevented him from working posted that he bowled a perfect game on his Facebook page.

Judo instructor filed for total and permanent injury, and later posted dates he was available for class instruction.

Out with the old…

In with the new…

Crowdsourcing15 seconds of theory

• Social media to brainstorm / solve complex issues

• Collective intelligence - a million heads are better than one

• Crowd wisdom - aggregating the individual solutions of many is often better than collaboration for problem solving

• New media technology - helps cast a wide net to harness this talent

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What if…

Solutions to our disruption problems were crowdsourced?

Crawford & CompanyA global provider of claim services,

business process outsourcing, and consulting services

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Recognized for Award Winning Technology & Service

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Six Consecutive Years!

• Grow business and increase revenues through broader market coverage, investment in future business platforms, and launch of new products

• Create a global GTS powerhouse by adding world-class adjusters and further expanding our industry-leading breadth of services

• Develop significant cost advantages by further increasing our operating efficiencies across the globe

• Enhance our data management and analytics capabilities by leveraging the Risk Sciences Group and developing our data analytics consulting business

• Remain a great place to work by continuing to attract, engage and retain the best talent and by improving their productivity with innovative technology solutions

• Further expand our environmental sustainability initiatives through eco-friendly purchasing policies and solutions

2014 - 2016 Strategic Initiatives

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Global Footprint

World’s Largest Independent Provider of Claims Management Solutions

Global BPO Platform

Global Catastrophe Response

Innovative Technology Platforms

Analytics

RiskTech

Risk Sciences Group/Dmitri

Global Claims Management System (CMS)

Command Center

Specialized Resources

Legal Settlement Administration (GCG)

Global Technical Services (GTS)

Medical Cost Containment

Contractor Connection

Crawford Specialty Markets

Gaining Market Share

North American Vertical

Global Consolidation of TPA Vendors

Emerging Asia Pacific & Latin American Markets

Crawford is Positioned for Shareholder Returns