A Video Message from Crawford CEO, Pat Van Bakel

2014 was a record year for us in Canada, reflecting positive financial results and organic growth. Central to this growth was our success in the Property and Casualty carrier markets. We finished off the year strongly despite a lack of weather-related catastrophe activity, achieving strong double-digit growth with contributions right across the business. This could not have been achieved without the strong confidence and support of our clients, and for that we are truly grateful. Much of our success is attributed to our ability to respond to market demands, adapting to the changing landscape and providing our clients with innovative business solutions. Our client-centric approach, combined with our commitment to professional excellence and quality service, serves to strengthen client relations, create new business opportunities, increase market share, and establish stronger brand awareness. Crawford has also done a fantastic job of bringing our professional specialty services to the forefront through offering various business solutions. We continue to prove to our clients in the market that Crawford is an all-encompassing business solutions provider. To that point, we experienced considerable growth in many of our unique service lines. Contractor Connection, Crawford's contractor vendor management service offering, experienced considerable growth. This business has a strong track record of delivering industry-leading performance in all of the critical elements, from cycle times and customer satisfaction to improvements in both expense ratios and loss ratios. Our class action services division might be one of our best-kept secrets. Their high-performance culture has earned market-leading credibility and respect in the administration of class action legal settlements, mass torts, and product recalls. We also saw considerable growth in our other niche businesses, including our appraisal management division, our affinity and accident health services, and in our large and complex loss division. Global Technical Services, or GTS, we continue to experience growth in our Catastrophe Services offering throughout 2014 as a result of the depth and flexibility of our cat solutions. We also won a number of new accounts within the third-party administration space from carriers, municipal organizations, and private entities. Looking back on all that we have accomplished, it is evident that our focus on meeting and exceeding the needs and expectations of our customers has been recognized and rewarded. Our customers are at the center of everything we do. As an organization, we have made a concerted effort over the past 18 months to be more focused on understanding our customers' needs and creating strong and sustainable growth. What does Crawford's client-centric approach look like? At Crawford, we believe in putting our clients first. It is embedded in our DNA and is central to the vision and values of our company. We are committed to enhancing the end-to-end client experience throughout the claims journey. Our success is dependent on ensuring that our clients receive quality service that supports and assists them in meeting their business priorities and objectives and ultimately enhances their brand reputation. Speed of service and claim resolution is taking on a much greater profile in the value chain, a trend that will no doubt continue and that we endorse. While technical quality also remains a high priority, the customer experience is something we talk about every day. As a service provider, we place great emphasis on ensuring quality and efficiency in the end-to-end claims handling process. What can we expect from Crawford in 2015? In 2015, we will look to strengthen our brand image not just in loss adjusting but to expand it further to incorporate the various solutions-based professional services that we offer. Crawford has long been a name synonymous with loss adjusting, an area that we have and will continue to excel in. As the needs of our clients grow, the intricacies and complexities of losses expand, and the business of insurance takes on different forms, Crawford will be at the forefront offering our clients all-encompassing business solutions. You will see more of our Global Technical Services, which include specialty loss adjusting, forensic accounting, and environmental risk management. In terms of vendor management programs, Contractor Connection and our appraisal services will continue to be valuable resources to our clients, providing them with necessary tools to better manage indemnity dollars, shorten claim turnaround time, and increase claim satisfaction. Class action services is another product line that will receive more attention from the market as we expand their service offerings. The expertise of our vast network of professionals extends across many disciplines, providing us with the insight and expertise to successfully deliver service offerings well beyond the traditional independent loss adjusting. Crawford is committed to making strategic investments in technology for the sake of improving the client experience and improving our own internal efficiencies. We are in the process of launching Crawford IQ, a platform which will host our current and new information and communication technology tools. Our pipeline of innovative technology has never been stronger, and I'm excited about the benefits that our customers will realize as we put them into production. In closing, let me restate my sincere personal and corporate appreciation for the confidence and support we continue to receive from our clients. We are committed to leading the industry in talent, thought leadership, and operational performance and execution, all engineered around our valued customers. You can expect great things from Crawford in the year ahead, an expectation that I and the Crawford team are passionate about exceeding. Thank you.