Carolyn Crawford Named Finalist for Claims Professional of the Year Award

Carolyn Crawford Named Finalist for Claims Professional of the Year Award

An error occurred while preparing your download

After nearly 40 years in the insurance industry, Carolyn Crawford still approaches each claim with the same purpose: guide clients through some of the most stressful moments of their professional lives and help them reach the best possible outcome.

That dedication has earned her national recognition. Crawford, who leads Nationwide's Construction Defect claims team, has been named a finalist for the CLM 2026 Professional of the Year Award in the Claims Management Professional category. The honor is based on nominations from industry peers outside of Nationwide and recognizes excellence, leadership and impact across the claims profession.

For Crawford, the recognition was both impactful and unexpected.

"I was absolutely surprised," she said. "What makes it especially meaningful is knowing that people outside our organization saw value in the work we do every day."

From Global Travel to Industry Leadership
Crawford's path into insurance was not traditional. She spent six years as an international flight attendant before seeking more of an intellectual challenge. She joined a formal claims training program, quickly advanced and moved into leadership early on.

Relocations tied to her husband's career exposed her to new markets and disciplines, from serving major general liability accounts to workers' compensation. Over time, she found her niche in construction defect - one of the most complex areas in claims.

Construction defect claims often surface years after a project is completed and can involve numerous defendants, multiple insurance carriers and lengthy litigation. In many states, damage may trigger several policy years and types of coverage, adding further complexity.

"It's like a 100-piece puzzle," Crawford said. "You're fitting the pieces together to understand the full picture, then working collaboratively with carriers, attorneys and other stakeholders to reach resolution."

That challenge motivates her, but beyond the technical work, Crawford finds the greatest reward in supporting contractors during difficult moments. Being served with a lawsuit years after completing a project can be overwhelming.

"For our policyholders, this is their livelihood," she said. "They're generally proud of their work. When someone alleges they performed their work incorrectly or improperly, it can be devastating. Our job is to guide them through the process and work toward the best possible resolution."

Excellence Through Specialization
Shortly after joining Nationwide 12 years ago, the company centralized its construction defect claims into a specialized national team under Crawford's leadership. Today, the team manages claims in all 50 states, navigating evolving case law and coverage interpretations that vary by jurisdiction.

Staying ahead requires continuous education, collaboration with trial attorneys and engagement with organizations such as the Claims and Litigation Management Alliance.

Nationwide and Crawford have also made developing the next generation of claims experts a priority. Through an immersive approach that blends hands-on experience, legal education and industry coursework, Nationwide's claims organization continues to build deep subject matter expertise.

"Carolyn has been a shining star and industry leader that excels through technical expertise, outstanding leadership and empathy," said Paul Balentine, Nationwide's leader of Complex and Specialty Casualty Claims. "Her impact stretches from resolving the largest claims to mentoring young professionals - a team player in the truest sense."

Focus on People
For Crawford, the recognition reflects a collective effort.

"This is what we do every day," she said. "It's about staying objective, keeping the goal in focus and never losing sight of how this impacts the policyholder."

As the industry evolves, leaders like Carolyn Crawford show that specialized expertise, steady leadership and commitment to policyholders remain at the core of exceptional claims service.

The Professional of the Year Award winner will be announced at CLM Magazine's annual conference this spring.