Crawford & Company has promoted Matt Donnelly to head its Global Technical Services large and complex claims in Australia. 

Mr Donnelly, a loss adjuster at Crawford for 12 years until 2016, returned to the business in September to lead the Global Technical Services teams in Victoria and Tasmania. 

His latest promotion is a “strategic decision to increase the consistency of service”, specialty loss adjusting chief Craig McLeod says. 

“Appointing Matt in this role is about ensuring that the experience for a client feels the same whether that client is in Queensland or Perth,” he said. 

Melbourne-based Mr Donnelly says technology offers “real value” in gathering information from claimants and reporting findings, though major losses will “still very much require human technical expertise to ensure fairness”. 

“There are always nuances when we are dealing with these large and complex claims and the policyholders rely on us to guide them through the process,” he said.