Heather Matthews

Senior Vice President, National Claims Management Centre

Senior Vice President, National Claims Management Centre

As senior vice president of the National Claims Management Centre (NCMC), Heather is responsible for budgeting,
forecasting, interacting with existing and prospective clients, managing resources, and overseeing continuous improvement in regard to workflows and processes for the NCMC. The business units that fall within the NCMC include personal, commercial, Human Risk and special lines claims, along with Appraisal Management Services, our 24/7 contact centre CLAIMSALERT®, and administrative support services.

Heather has been with Crawford since 1993. Starting out as an all lines road adjuster, she soon became the first sales person in Canada for what was then known as Crawford Healthcare Management Services (now Human Risk Services). Within that division, she held various positions, including sales and Canadian operations management. Following this, she became assistant vice president of Sales & Marketing and vice president of the Healthcare Management/Human Risk division until it merged with the NCMC. Most recently she was instrumental in the development and execution of the NCMC and became the senior vice president of that division in 2012.

Heather holds a degree in Criminology from the joint program between Carlton University and Conestoga College. She has a Chartered Insurance Professional (CIP) designation, a Canadian Risk Management (CRM) designation, and a Chartered Insurance Operations Professional (CIOP) designation. She is currently the Career Connections Ambassador at the Insurance Institute of Canada (IIC), and recently held positions as a member of the WICC Board of Directors, chair of WICC governance and golf tournament, and a member of IIC National Leadership committee.