How to Elevate and Enhance Policyholder Experiences in Property Claims



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The customer experience is a primary driving force in today’s insurance industry, and delivering exceptional property claims experiences remains an important focus for every claims operation leader. Providing policyholders with a proven contractor managed repair solution in a digitized environment can be critical to increase customer satisfaction and retention by delivering on your promise to them more effectively and with enhanced customer experience.

Join this complimentary webcast to learn more about best practices and how contractor managed repair can elevate your business value. You will also learn how to:

  • Digitize the claims process with tools that provide transparency
  • Provide your customers with exceptional experiences including reduced cycle time and more accurate estimates

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Larry C. Thomas, Global President, Crawford Specialty Solutions

Larry Thomas is Global President of Crawford Specialty Solutions, where he oversees Contractor Connection® and GTS®. He is responsible for the service line’s operations, ongoing services diversification, technology innovation and growth initiatives.

Thomas is also Global President for the Crawford Contractor Connection segment, which is Crawford’s contractor property managed repair service. Contractor Connection provides services such as contractor recruitment, credentialing and performance management for the insurance industry and consumers, and currently operates in the U.S., U.K., Canada, Australia and Germany.

With 35 years of experience at Crawford & Company®, Thomas has multi-lines claims experience in the property/casualty area. Other positions he has held with Crawford include branch supervisor, unit manager, and various branch manager positions as well as regional vice president for Crawford’s Western Region. In 1999, Thomas was promoted to president of Contractor Connection, where he focused on improving quality assurance for the insurance carrier clients and enhancing business opportunities for their contractor business partners, ultimately becoming its CEO. Thomas has served on the board of directors for the North Florida Better Business Bureau for over 15 years, and is a member of the Crawford Global Executive Management team.

Lance Malcolm, U.S. President, Contractor Connection

Lance Malcolm serves as U.S. President for Contractor Connection. He is responsible for directing the daily operations of Contractor Connection’s functions and departments, including customer service, contractor management, performance measurement and quality control, as well as focusing on strategic planning and goal setting.

Before coming to Contractor Connection in September 2013 as Vice President – Operations, Malcolm was a claims executive in various roles for more than 24 years. He has an extensive property insurance background with expertise in commercial and personal lines as well as catastrophe.

He previously served as Vice President of Claims Operations at Citizens Property Insurance. Malcolm holds a Bachelor of Business Administration degree in Economics from Valdosta State University.

Lisa St. Onge, Senior Assistant Vice President, Claims Executive Department, Amica Mutual Insurance Company

Lisa St. Onge is a Senior Assistant Vice President in the Claims Executive Department at Amica Mutual Insurance Company, based in Lincoln, Rhode Island. St. Onge has more than 28 years of experience in claims handling, supervision and management within Amica. Her current responsibilities include oversight of Amica’s homeowner and marine claims technical operations, and catastrophe response.

St. Onge earned her bachelor’s degree in political science and international affairs at the University of New Hampshire. Her professional insurance designations include AIC, INS and AIM, and she serves on the Advisory Board of the Property Liability Research Bureau (PLRB). Outside of work, St. Onge enjoys giving back by serving on the Board of Directors of Girl Scouts of Southeastern New England.

Matt Palczer, Vice President, Property and Subrogation Claims Operations, Erie Insurance

Matt Palczer is the Vice President of Property and Subrogation Claims Operations for Erie Insurance. He began his career with Erie Insurance in 2002 as a mail clerk in ERIE’s Murrysville, PA branch office. He has served in positions of increasing responsibility, including as a multi-line adjuster, Property Adjuster, Property Reinspector, Property Examiner and Property Reinspection Manager. He also developed ERIE’s drone program. Palczer is currently pursuing a bachelor’s degree at Southern New Hampshire University. He also served 10 years in the United States Air Force as an F-16 Crew Chief.