crda-ex991

ATLANTA, (March 4, 2021) -- Crawford & Company® (NYSE: CRD-A and CRD-B), the world’s largest publicly listed independent provider of claims management and outsourcing solutions to carriers, brokers and corporations, today announced its financial results for the fourth quarter ended December 31, 2020.

The Company’s two classes of stock are substantially identical, except with respect to voting rights and the Company’s ability to pay greater cash dividends on the non-voting Class A Common Stock (CRD-A) than on the voting Class B Common Stock (CRD-B), subject to certain limitations. In addition, with respect to mergers or similar transactions, holders of CRD-A must receive the same type and amount of consideration as holders of CRD-B, unless different consideration is approved by the holders of 75% of CRD-A, voting as a class.

Non-GAAP results for the 2020 fourth quarter have been presented on a constant dollar basis to 2019. These results exclude after-tax net restructuring and other costs of $1.7 million and the non-cash income tax impact of the first quarter 2020 goodwill impairment of $0.9 million, as explained further on page 4. Non-GAAP consolidated results for the 2019 quarter exclude a goodwill impairment of $13.1 million and valuation allowances of $2.0 million on certain deferred tax assets.

Non-GAAP results for 2020 full year have been presented on a constant dollar basis to 2019 and exclude the non-cash after-tax adjustments of goodwill impairment of $14.2 million, net restructuring and other costs of $4.9 million and gain on disposition of businesses of $10.8 million. Non-GAAP consolidated results for the 2019 full year exclude non-cash after-tax adjustments of a goodwill impairment of $13.1 million, arbitration and claim settlements of $9.3 million and tax valuation allowances on certain deferred tax assets of $2.0 million.

Mr. Rohit Verma, chief executive officer of Crawford & Company, stated, “Crawford delivered fourth quarter and full year 2020 results that exceeded expectations, driven by the strength of our core business and the perseverance of our employees. We continued to expand our profitability, with revenue and operating earnings above fourth quarter 2019 levels. At the same time, we strengthened our balance sheet by reducing our net debt to its lowest level since 2013. Our earnings trajectory and strong balance sheet gave us more confidence in our capital allocation strategy allowing us to make two recent transactions, as we welcomed Crawford Carvallo and HBA Group in the fourth quarter, and to restart our stock buyback program in 2021.”

Mr. Verma concluded, “As we embark on 2021, we are confident in our outlook as the COVID-19 pandemic recedes and we see the benefits of our success from new and enhanced client wins. We have realigned our business to not only enhance our client service, but also drive clarity of executing revenue and profit expansion initiatives. Additionally, we will continue to transcend the challenges presented by the pandemic, by staying focused on our strategy, as well as our purpose of restoring and enhancing lives, businesses and communities. We look forward to the journey ahead and delivering further value to our shareholders.”

Crawford Claims Solutions revenues before reimbursements were $99.0 million in the fourth quarter of 2020, increasing 17.5% from $84.3 million in the fourth quarter of 2019. Absent foreign currency rate fluctuations of $1.9 million, fourth quarter 2020 revenues would have been $97.1 million.

The segment had operating earnings of $8.0 million in the 2020 fourth quarter more than doubling the $3.6 million in the fourth quarter of 2019. The operating margin was 8.1% in the 2020 quarter and 4.2% in the 2019 quarter.

Crawford Claims Solutions revenues before reimbursements were $356.4 million for the full year 2020, increasing 4.9% from $339.8 million in 2019. Absent foreign exchange rate fluctuations of $2.4 million, 2020 revenues would have been $358.8 million.

Operating earnings were $14.4 million in 2020 representing an operating margin of 4.0% compared with $7.6 million, or 2.2% of revenues, in 2019. Included in the 2020 operating earnings was a benefit of $0.8 million in the fourth quarter and $3.1 million for the year resulting from the Canada Emergency Wage Subsidy.

Crawford Specialty Solutions revenues before reimbursements were $64.3 million in the fourth quarter of 2020, down 2.4% from $65.9 million in the same period of 2019. Absent foreign exchange rate fluctuations of $1.0 million, revenues would have been $63.3 million for the three months ended December 31, 2020.

Operating earnings were $14.2 million in the 2020 fourth quarter increasing 26.8% over the $11.2 million in the 2019 period. The segment’s operating margin for the 2020 quarter was 22.1% as compared with 17.0% in the 2019 quarter.

Crawford Specialty Solutions revenues before reimbursements were $261.1 million in 2020, down 4.1% from $272.1 million in 2019. Absent foreign exchange rate fluctuations of $2.4 million, revenues would have been $263.5 million for 2020.

Operating earnings were $52.6 million in 2020 compared with $49.3 million in 2019. The segment’s operating margin for 2020 was 20.1% as compared with 18.1% in 2019. Included in the 2020 operating earnings was a benefit of $0.6 million in the fourth quarter and $2.3 million for the year resulting from the Canada Emergency Wage Subsidy.

Crawford TPA Solutions segment revenues before reimbursements were $94.1 million in the 2020 fourth quarter, decreasing 3.0% from $97.0 million in the 2019 fourth quarter. Absent foreign currency rate fluctuations of $0.6 million, fourth quarter 2020 revenues would have been $93.6 million.

Crawford TPA Solutions recorded operating earnings of $7.6 million in the fourth quarter of 2020, representing an operating margin of 8.1%, increasing 25.4% over $6.1 million, or 6.3% of revenues, in the 2019 fourth quarter.

For the year, Crawford TPA Solutions revenues before reimbursements were $365.0 million decreasing 7.3% from $393.9 million in 2019. Absent foreign exchange rate fluctuations of $1.0 million, 2020 revenues were $366.0 million.

Crawford TPA Solutions recorded operating earnings of $21.5 million in 2020 representing an operating margin of 5.9% compared with $27.2 million, or 6.9% of revenues, in 2019. Included in the 2020 operating earnings was a benefit of $0.5 million in the fourth quarter and $1.6 million for the year resulting from the Canada Emergency Wage Subsidy.

Unallocated corporate costs were $11.3 million in the fourth quarter of 2020, compared with $4.1 million in the same period of 2019. The increase for the three months ended December 31, 2020 was primarily due to a $3.9 million increase in self-insurance and related legal costs, a $3.2 million increase in incentive compensation and a $2.9 million increase in professional fees and other unallocated expenses, partially offset by a $2.8 million credit from the Canada Emergency Wage Subsidy.

Unallocated corporate costs were $16.6 million in 2020, compared with $6.5 million in the same period of 2019. The increase for 2020 was due to a $4.4 million increase in self-insurance and related legal costs, CEO transition costs and other severance costs totaling $5.0 million, a $3.6 million increase in unallocated incentive compensation and a $3.9 million increase in professional fees and other unallocated expenses, partially offset by $6.8 million credit from the Canada Emergency Wage Subsidy.

The Company recognized pretax restructuring and other costs totaling $2.4 million in the 2020 fourth quarter and $8.1 million for the year, related primarily to severance and other termination costs in an effort to consolidate and streamline various functions of our workforce. For the 2020 fourth quarter, the restructuring and other costs are comprised of $3.7 million severance expense and related payroll taxes, $2.5 million asset impairment and lease termination cost, partially offset by a $1.1 million gain from fair value remeasurement of cost and equity method investments, a $1.2 million liquidation dividend from a cost method investment, and a $1.4 million gain from the sale of IP addresses.

The Company recognized a non-cash goodwill impairment in the 2020 first quarter, totaling $17.7 million, related to its Crawford Claims Solutions segment. Due to the non-discrete income tax treatment of the goodwill impairment, the initial income tax benefit related to the impairment normalized during the year, resulting in a lower full year income tax benefit. During the 2020 fourth quarter, the impact of this treatment decreased the income tax benefit by $0.9 million, or $0.02 per share.

On October 1, 2020, the Company acquired most of the remaining 85% equity interests in Crawford Carvallo and its subsidiaries. Crawford Carvallo is a leading provider for loss adjusting, claims management solutions and legal services in Chile. The purchase price includes an initial lump-sum payment of $11.6 million and a maximum of $11.7 million payable over the next six years based on achieving certain EBITDA performance goals.

On November 1, 2020, the Company acquired 100% of HBA Group in Australia. HBA is a legal services provider that will complement the Company’s Crawford TPA Solutions segment in Australia. Due to the two-month reporting lag for reporting its international results, this transaction will be recognized in the 2021 first quarter. The purchase price includes an initial lump-sum payment of $4.1 million, net of working capital adjustment, and a maximum $3.2 million payable over the next four years based on achieving certain revenue and EBITDA performance goals.

In connection with the realignment of operating segment manager responsibilities subsequent to December 31, 2020, the Company has realigned its operating segments by moving to a reporting structure consisting of (1) Loss Adjusting, (2) TPA: Broadspire and (3) Platform Solutions. The Company's revised reportable segments, which will be effective for 2021 reporting, are comprised of the following:

The succeeding interim and annual periods will disclose the reportable segments under the new basis with prior periods restated to reflect the change.

The Company estimates that COVID-19 negatively impacted its revenues in the range of $45.0 to $55.0 million for the twelve months ended December 31, 2020 as compared with the 2019 period. The Company expects the ongoing global economic slowdown resulting from COVID-19 could have a material impact to its results of operations, financial condition and cash flow in one or more future quarters.

The Company’s consolidated cash and cash equivalents position as of December 31, 2020, totaled $44.7 million, compared with $51.8 million at December 31, 2019. The Company’s total debt outstanding as of December 31, 2020, totaled $113.6 million, compared with $177.0 million at December 31, 2019.

The Company’s operations provided $93.2 million of cash during 2020, compared with $75.2 million provided in 2019. The increase in cash provided by operating activities was primarily due to deferred payroll tax filings of $13.0 million and a benefit from the Canada Emergency Wage Subsidy totaling $11.8 million. The Company incurred higher software development and capital expenditures in 2020, which partially offset the increase in cash flows from operations. Free cash flow was $55.8 million in 2020, an increase of $1.7 million as compared with the prior year total of $54.1 million.

The Company made $9.0 million in contributions to its U.S. defined benefit pension plan and $0.5 million to its U.K. plans for 2020, compared with no contributions to the U.S. plan and $0.7 million to the U.K. plans in 2019.

During 2020, the Company repurchased 155,351 shares of CRD-A and 161,459 shares of CRD-B at an average cost of $8.42 per share. The total cost of share repurchases during 2020 was $2.7 million. The Company did not repurchase any shares during the 2020 fourth quarter. However, effective January 1, 2021, the Company has restarted its share repurchase program.

As previously announced, Crawford & Company will host a conference call on March 5, 2021 at 8:30 a.m. Eastern Time to discuss its fourth quarter 2020 results. The conference call can be accessed live by dialing 1-833-968-1973 and using Conference ID 1388329. A presentation for tomorrow’s call can also be found on the investor relations portion of the Company’s website, https://ir.crawco.com. The call will be recorded and available for replay through April 5, 2021. You may dial 1-800-585-8367 to listen to the replay.

In the normal course of business, our operating segments incur certain out-of-pocket expenses that are thereafter reimbursed by our clients. Under U.S. generally accepted accounting principles (“GAAP”), these out-of-pocket expenses and associated reimbursements are required to be included when reporting expenses and revenues, respectively, in our consolidated results of operations. In the foregoing discussion and analysis of segment results of operations, we do not include a gross up of segment expenses and revenues for these pass-through reimbursed expenses. The amounts of reimbursed expenses and related revenues offset each other in our results of operations with no impact to our net income or operating earnings. A reconciliation of revenues before reimbursements to consolidated revenues determined in accordance with GAAP is self-evident from the face of the accompanying unaudited condensed consolidated statements of operations.

Operating earnings is the primary financial performance measure used by our senior management and chief operating decision maker (“CODM”) to evaluate the financial performance of our Company and operating segments, and make resource allocation and certain compensation decisions. Unlike net income, segment operating earnings is not a standard performance measure found in GAAP. We believe this measure is useful to others in that it allows them to evaluate segment and consolidated operating performance using the same criteria used by our senior management and CODM. Consolidated operating earnings represent segment earnings including certain unallocated corporate and shared costs, but before net corporate interest expense, stock option expense, amortization of customer-relationship intangible assets, goodwill impairment, restructuring and other costs, arbitration and claims settlement, gain on disposition of businesses, income taxes and net income or loss attributable to noncontrolling interests and redeemable noncontrolling interests.

Adjusted EBITDA is not a term defined by GAAP and as a result our measure of adjusted EBITDA might not be comparable to similarly titled measures used by other companies. However, adjusted EBITDA is used by management to evaluate, assess and benchmark our operational results. The Company believes that adjusted EBITDA is relevant and useful information widely used by analysts, investors and other interested parties. Adjusted EBITDA is defined as net income attributable to shareholders of the Company with recurring adjustments for depreciation and amortization, net corporate interest expense, income taxes, stock-based compensation expense and foreign exchange fluctuations. Additionally, adjustments for non-recurring expenses for goodwill impairment, restructuring costs, arbitration and claim settlements and gain on disposition of businesses have been included in the calculation of adjusted EBITDA.

Unallocated corporate and shared costs and credits include expenses and credits related to our chief executive officer and Board of Directors, certain provisions for bad debt allowances or subsequent recoveries such as those related to bankrupt clients, defined benefit pension costs or credits for our frozen U.S. pension plan, certain unallocated professional fees and certain self-insurance costs and recoveries that are not allocated to our individual operating segments.

Income taxes, net corporate interest expense, stock option expense and amortization of customer-relationship intangible assets are recurring components of our net income, but they are not considered part of our segment operating earnings because they are managed on a corporate-wide basis. Income taxes are calculated for the Company on a consolidated basis based on statutory rates in effect in the various jurisdictions in which we provide services, and vary significantly by jurisdiction. Net corporate interest expense results from capital structure decisions made by senior management and the Board of Directors, affecting the Company as a whole. Stock option expense represents the non-cash costs generally related to stock options and employee stock purchase plan expenses which are not allocated to our operating segments. Amortization expense is a non-cash expense for finite-lived customer-relationship and trade name intangible assets acquired in business combinations. None of these costs relate directly to the performance of our services or operating activities and, therefore, are excluded from segment operating earnings in order to better assess the results of each segment's operating activities on a consistent basis.

A significant portion of our operations are international. These international operations subject us to foreign exchange fluctuations. The following table illustrates revenue as a percentage of total revenue for the major currencies of the geographic areas that Crawford does business:

		Three Months Ended										Year Ended
(in thousands)		December 31, 2020					December 31, 2019					December 31, 2020					December 31, 2019
Geographic Area	Currency	USD equivalent		% of total			USD equivalent		% of total			USD equivalent		% of total			USD equivalent		% of total
U.S.	USD	$	151,758		59.0	%	$	136,913		55.4	%	$	570,822		58.1	%	$	569,205		56.6	%
U.K.	GBP		33,542		13.0	%		32,370		13.1	%		128,545		13.1	%		126,337		12.6	%
Canada	CAD		20,824		8.1	%		27,401		11.1	%		89,163		9.1	%		114,438		11.4	%
Australia	AUD		18,811		7.3	%		16,346		6.6	%		73,081		7.4	%		70,569		7.0	%
Europe	EUR		13,985		5.4	%		14,135		5.7	%		54,122		5.5	%		54,136		5.4	%
Rest of World	Various		18,501		7.2	%		20,021		8.1	%		66,759		6.8	%		71,117		7.0	%
Total Revenues, before reimbursements		$	257,421		100.0	%	$	247,186		100.0	%	$	982,492		100.0	%	$	1,005,802		100.0	%

Following is a reconciliation of segment and consolidated operating earnings to net income attributable to shareholders of Crawford & Company on a GAAP basis:

	Three months ended						Year Ended
(in thousands)	December 31, 2020			December 31, 2019			December 31, 2020			December 31, 2019
Operating earnings:
Crawford Claims Solutions	$	8,046		$	3,572		$	14,375		$	7,630
Crawford Specialty Solutions		14,213			11,213			52,553			49,321
Crawford TPA Solutions		7,606			6,067			21,476			27,173
Unallocated corporate and shared costs, net		(11,347	)		(4,122	)		(16,574	)		(6,515	)
Consolidated operating earnings		18,518			16,730			71,830			77,609
(Deduct) add:
Net corporate interest expense		(1,648	)		(2,428	)		(7,923	)		(10,774	)
Stock option expense		(89	)		(537	)		(1,122	)		(1,885	)
Amortization expense		(2,500	)		(2,848	)		(11,653	)		(11,277	)
Goodwill impairment		—			(17,484	)		(17,674	)		(17,484	)
Restructuring and other costs, net		(2,419	)		—			(8,133	)		—
Arbitration and claim settlements		—			—			—			(12,552	)
Gain on disposition of businesses, net		—			—			13,763			—
Tax valuation allowances		—			(1,991	)		—			(1,991	)
Income tax provision		(2,459	)		(1,000	)		(12,013	)		(12,120	)
Net (income) loss attributable to noncontrolling interests and redeemable noncontrolling interests		(3	)		2,246			1,221			2,959
Net income (loss) attributable to shareholders of Crawford & Company	$	9,400		$	(7,312	)	$	28,296		$	12,485

Following is a reconciliation of net income attributable to shareholders of Crawford & Company on a GAAP basis to non-GAAP adjusted EBITDA:

	Three months ended					Year Ended
(in thousands)	December 31, 2020		December 31, 2019			December 31, 2020			December 31, 2019
Net income (loss) attributable to shareholders of Crawford & Company	$	9,400	$	(7,312	)	$	28,296		$	12,485
Add (Deduct):
Depreciation and amortization		9,961		10,427			40,111			40,513
Stock-based compensation		1,652		1,499			4,384			4,109
Net corporate interest expense		1,648		2,428			7,923			10,774
Goodwill impairment		—		17,484			17,674			17,484
Restructuring and other costs, net		2,419		—			8,133			—
Arbitration and claim settlements		—		—			—			12,552
Gain on disposition of businesses, net		—		—			(13,763	)		—
Tax valuation allowances		—		1,991			—			1,991
Income tax provision		2,459		1,000			12,013			12,120
Foreign exchange fluctuations		347		—			863			—
Non-GAAP adjusted EBITDA	$	27,886	$	27,517		$	105,634		$	112,028

Following is a reconciliation of operating cash flow to free cash flow for the twelve months ended December 31, 2020 and 2019:

Following are the reconciliations of GAAP Revenue, Operating Earnings, Pretax Earnings, Net Income and Earnings Per Share to related non-GAAP Adjusted figures, which reflect 2020 on a constant dollar basis before goodwill impairment, restructuring costs and gain on disposition of businesses and for 2019 exclude the results of the goodwill impairment and the arbitration and claim settlements:

Three Months Ended December 31, 2020
(in thousands)	Revenues			Non-GAAP Operating earnings		Pretax earnings		Net income attributable to Crawford & Company⁽¹⁾		Diluted earnings per CRD-A share⁽¹⁾		Diluted earnings per CRD-B share⁽¹⁾
GAAP	$	257,421		$	18,518	$	11,862	$	9,400	$	0.18	$	0.18
Adjustments:
Income tax impact of first quarter goodwill impairment		—			—		—		935		0.02		0.02
Restructuring and other costs, net		—			—		2,419		1,664		0.03		0.03
Foreign exchange fluctuations		(3,459	)		317		347		154		—		—
Non-GAAP Adjusted	$	253,962		$	18,835	$	14,628	$	12,153	$	0.23	$	0.23

Three Months Ended December 31, 2019
(in thousands)	Revenues		Non-GAAP Operating earnings		Pretax earnings			Net income attributable to Crawford & Company			Diluted earnings per CRD-A share			Diluted earnings per CRD-B share
GAAP	$	247,186	$	16,730	$	(6,567	)	$	(7,312	)	$	(0.13	)	$	(0.15	)
Adjustments:
Goodwill impairment		—		—		17,484			13,057			0.24			0.24
Tax valuation allowances		—		—		—			1,991			0.04			0.04
Non-GAAP Adjusted	$	247,186	$	16,730	$	10,917		$	7,736		$	0.15		$	0.13

Year Ended December 31, 2020
(in thousands)	Revenues		Non-GAAP Operating earnings		Pretax income			Net income attributable to Crawford & Company			Diluted earnings per CRD-A share			Diluted earnings per CRD-B share
GAAP	$	982,492	$	71,830	$	39,088		$	28,296		$	0.54		$	0.52
Adjustments:
Goodwill impairment		—		—		17,674			14,209			0.27			0.27
Restructuring and other costs, net		—		—		8,133			4,927			0.09			0.09
Gain on disposition of businesses, net		—		—		(13,763	)		(10,807	)		(0.20	)		(0.20	)
Foreign exchange fluctuations		5,761		911		863			656			0.01			0.01
Non-GAAP Adjusted	$	988,253	$	72,741	$	51,995		$	37,281		$	0.71		$	0.69

Year Ended December 31, 2019
(in thousands)	Revenues		Non-GAAP Operating earnings		Pretax earnings		Net income attributable to Crawford & Company		Diluted earnings per CRD-A share		Diluted earnings per CRD-B share
GAAP	$	1,005,802	$	77,609	$	23,637	$	12,485	$	0.26	$	0.19
Adjustments:
Goodwill impairment		—		—		17,484		13,057		0.24		0.24
Arbitration and claim settlements		—		—		12,552		9,276		0.17		0.17
Tax valuation allowances		—		—		—		1,991		0.04		0.04
Non-GAAP Adjusted	$	1,005,802	$	77,609	$	53,673	$	36,809	$	0.71	$	0.64

⁽¹⁾ The income tax impact of goodwill impairment was based on the estimated annual effective income tax rate. Due to the non-discrete income tax treatment of the first quarter goodwill impairment, the income tax benefit normalized as income was earned during the remainder of the year, resulting in a lower full year income tax benefit.

Following is information regarding the weighted average shares used in the computation of basic and diluted earnings per share:

Further information regarding the Company’s operating results for the quarter ended December 31, 2020, financial position as of December 31, 2020, and cash flows for the quarter ended December 31, 2020 is shown on the attached unaudited condensed consolidated financial statements.

Based in Atlanta, Crawford & Company (NYSE: CRD-A and CRD-B) is the world's largest publicly listed independent provider of claims management and outsourcing solutions to carriers, brokers and corporations with an expansive global network serving clients in more than 70 countries. The Company’s shares are traded on the NYSE under the symbols CRD-A and CRD-B. The Company's two classes of stock are substantially identical, except with respect to voting rights and the Company's ability to pay greater cash dividends on the non-voting Class A Common Stock than on the voting Class B Common Stock, subject to certain limitations. In addition, with respect to mergers or similar transactions, holders of Class A Common Stock must receive the same type and amount of consideration as holders of Class B Common Stock, unless different consideration is approved by the holders of 75% of the Class A Common Stock, voting as a class. More information is available at www.crawco.com.

Earnings per share may be different between CRD-A and CRD-B due to the payment of a higher per share dividend on CRD-A than CRD-B, and the impact that has on the earnings per share calculation according to generally accepted accounting principles.

FOR FURTHER INFORMATION REGARDING THIS PRESS RELEASE, PLEASE CALL BRUCE SWAIN AT (404) 300-1051.

Three Months Ended December 31,	2020			2019			% Change

Revenues:
Revenues Before Reimbursements	$	257,421		$	247,186			4	%
Reimbursements		8,184			10,376			(21	)%
Total Revenues		265,605			257,562			3	%

Costs and Expenses:
Costs of Services Provided, Before Reimbursements		185,354			177,284			5	%
Reimbursements		8,184			10,376			(21	)%
Total Costs of Services		193,538			187,660			3	%

Selling, General, and Administrative Expenses		55,625			55,763			(0	)%
Corporate Interest Expense, Net		1,648			2,428			(32	)%
Goodwill Impairment		—			17,484			(100	)%
Restructuring and Other Costs, Net		2,419			—		nm
Total Costs and Expenses		253,230			263,335			(4	)%

Other Expense, Net		(513	)		(794	)		(35	)%

Income Before Income Taxes		11,862			(6,567	)		(281	)%
Provision for Income Taxes		2,459			2,991			(18	)%

Net Income (Loss)		9,403			(9,558	)		(198	)%

Net (Income) Loss Attributable to Noncontrolling Interests and Redeemable Noncontrolling Interests		(3	)		2,246			(100	)%

Net Income (Loss) Attributable to Shareholders of Crawford & Company	$	9,400		$	(7,312	)		(229	)%

Earnings (Loss) Per Share - Basic:
Class A Common Stock	$	0.18		$	(0.13	)		(238	)%
Class B Common Stock	$	0.18		$	(0.15	)		(220	)%

Earnings (Loss) Per Share - Diluted:
Class A Common Stock	$	0.18		$	(0.13	)		(238	)%
Class B Common Stock	$	0.18		$	(0.15	)		(220	)%

Cash Dividends Per Share:
Class A Common Stock	$	0.05		$	0.07			(29	)%
Class B Common Stock	$	0.05		$	0.05			—

Year Ended December 31,	2020			2019			% Change

Revenues:
Revenues Before Reimbursements	$	982,492		$	1,005,802			(2	)%
Reimbursements		33,703			41,825			(19	)%
Total Revenues		1,016,195			1,047,627			(3	)%

Costs and Expenses:
Costs of Services Provided, Before Reimbursements		703,617			710,948			(1	)%
Reimbursements		33,703			41,825			(19	)%
Total Costs of Services		737,320			752,773			(2	)%

Selling, General, and Administrative Expenses		218,952			227,170			(4	)%
Corporate Interest Expense, Net		7,923			10,774			(26	)%
Goodwill Impairment		17,674			17,484			1	%
Arbitration and Claim Settlements		—			12,552			(100	)%
Restructuring and Other Costs, Net		8,133			—		nm
Gain on Disposition of Businesses, Net		(13,763	)		—		nm
Total Costs and Expenses		976,239			1,020,753			(4	)%

Other Expense, Net		(868	)		(3,237	)		(73	)%

Income Before Income Taxes		39,088			23,637			65	%
Provision for Income Taxes		12,013			14,111			(15	)%

Net Income		27,075			9,526			184	%

Net Loss Attributable to Noncontrolling Interests and Redeemable Noncontrolling Interests		1,221			2,959			(59	)%

Net Income Attributable to Shareholders of Crawford & Company	$	28,296		$	12,485			127	%

Earnings Per Share - Basic:
Class A Common Stock	$	0.54		$	0.27			100	%
Class B Common Stock	$	0.52		$	0.19			174	%

Earnings Per Share - Diluted:
Class A Common Stock	$	0.54		$	0.26			108	%
Class B Common Stock	$	0.52		$	0.19			174	%

Cash Dividends Per Share:
Class A Common Stock	$	0.19		$	0.28			(32	)%
Class B Common Stock	$	0.17		$	0.20			(15	)%

	December 31,			December 31,
	2020			2019
ASSETS

Current Assets:
Cash and Cash Equivalents	$	44,656		$	51,802
Accounts Receivable, Net		123,060			128,217
Unbilled Revenues, at Estimated Billable Amounts		103,528			103,894
Income Taxes Receivable		1,269			7,820
Prepaid Expenses and Other Current Assets		29,490			23,476
Total Current Assets		302,003			315,209

Net Property and Equipment		36,402			31,425

Other Assets:
Operating Lease Right-of-Use Asset, Net		109,315			102,354
Goodwill		66,537			80,642
Intangible Assets Arising from Business Acquisitions, Net		71,176			75,083
Capitalized Software Costs, Net		71,021			66,445
Deferred Income Tax Assets		25,595			17,971
Other Noncurrent Assets		70,935			70,884
Total Other Assets		414,579			413,379

Total Assets	$	752,984		$	760,013

LIABILITIES AND SHAREHOLDERS’ INVESTMENT

Current Liabilities:
Short-Term Borrowings	$	1,837		$	28,546
Accounts Payable		41,544			34,377
Accrued Compensation and Related Costs		81,848			68,499
Self-Insured Risks		11,390			11,311
Income Taxes Payable		5,822			3,030
Operating Lease Liability		32,745			30,765
Other Accrued Liabilities		40,375			31,449
Deferred Revenues		27,233			28,288
Total Current Liabilities		242,794			236,265

Noncurrent Liabilities:
Long-Term Debt and Finance Leases, Less Current Installments		111,758			148,408
Deferred Revenues		24,136			24,080
Accrued Pension Liabilities		53,886			65,909
Operating Lease Liability		93,228			87,064
Other Noncurrent Liabilities		40,254			33,410
Total Noncurrent Liabilities		323,262			358,871

Redeemable Noncontrolling Interests		-			2,310

Shareholders’ Investment:
Class A Common Stock, $1.00 Par Value		30,847			30,610
Class B Common Stock, $1.00 Par Value		22,510			22,671
Additional Paid-in Capital		67,193			63,392
Retained Earnings		265,245			249,551
Accumulated Other Comprehensive Loss		(198,856	)		(206,907	)
Shareholders’ Investment Attributable to Shareholders of Crawford & Company		186,939			159,317
Noncontrolling Interests		(11	)		3,250
Total Shareholders’ Investment		186,928			162,567

Total Liabilities and Shareholders’ Investment	$	752,984		$	760,013

SUMMARY RESULTS BY OPERATING SEGMENT WITH DIRECT COMPENSATION AND OTHER EXPENSES

	Crawford Claims Solutions						%			Crawford Specialty Solutions						%			Crawford TPA Solutions						%
	2020			2019			Change			2020			2019			Change			2020			2019			Change

Revenues Before Reimbursements	$	99,040		$	84,265			17.5	%	$	64,268		$	65,872			(2.4	)%	$	94,113		$	97,049			(3.0	)%

Direct Compensation, Fringe Benefits & Non-Employee Labor		67,509			54,688			23.4	%		33,229			35,773			(7.1	)%		55,551			58,942			(5.8	)%

% of Revenues Before Reimbursements		68.2	%		64.9	%					51.7	%		54.3	%					59.0	%		60.7	%

Expenses Other than Reimbursements, Direct Compensation, Fringe Benefits & Non-Employee Labor		23,485			26,005			(9.7	)%		16,826			18,886			(10.9	)%		30,956			32,040			(3.4	)%

% of Revenues Before Reimbursements		23.7	%		30.9	%					26.2	%		28.7	%					32.9	%		33.0	%

Total Operating Expenses		90,994			80,693			12.8	%		50,055			54,659			(8.4	)%		86,507			90,982			(4.9	)%

Operating Earnings ⁽¹⁾	$	8,046		$	3,572			125.3	%	$	14,213		$	11,213			26.8	%	$	7,606		$	6,067			25.4	%

% of Revenues Before Reimbursements		8.1	%		4.2	%					22.1	%		17.0	%					8.1	%		6.3	%

	Crawford Claims Solutions						%			Crawford Specialty Solutions						%			Crawford TPA Solutions						%
	2020			2019			Change			2020			2019			Change			2020			2019			Change

Revenues Before Reimbursements	$	356,447		$	339,837			4.9	%	$	261,062		$	272,109			(4.1	)%	$	364,983		$	393,856			(7.3	)%

Direct Compensation, Fringe Benefits & Non-Employee Labor		238,616			223,639			6.7	%		135,906			141,776			(4.1	)%		221,794			236,853			(6.4	)%

% of Revenues Before Reimbursements		66.9	%		65.8	%					52.1	%		52.1	%					60.8	%		60.1	%

Expenses Other than Reimbursements, Direct Compensation, Fringe Benefits & Non-Employee Labor		103,456			108,568			(4.7	)%		72,603			81,012			(10.4	)%		121,713			129,830			(6.3	)%

% of Revenues Before Reimbursements		29.0	%		31.9	%					27.8	%		29.8	%					33.3	%		33.0	%

Total Operating Expenses		342,072			332,207			3.0	%		208,509			222,788			(6.4	)%		343,507			366,683			(6.3	)%

Operating Earnings ⁽¹⁾	$	14,375		$	7,630			88.4	%	$	52,553		$	49,321			6.6	%	$	21,476		$	27,173			(21.0	)%

% of Revenues Before Reimbursements		4.0	%		2.2	%					20.1	%		18.1	%					5.9	%		6.9	%

⁽¹⁾ A non-GAAP financial measurement which represents net income attributable to the applicable reporting segment excluding income taxes, net corporate interest expense, stock option expense, amortization of customer-relationship intangible assets, goodwill impairment, restructuring costs, gain on disposition of businesses, arbitration and claim settlements, and certain unallocated corporate and shared costs and credits. See page 4-5 for additional information about segment operating earnings.

	2020			2019
Cash Flows From Operating Activities:
Net income	$	27,075		$	9,526
Reconciliation of net income to net cash provided by operating activities:
Depreciation and amortization		40,111			40,513
Goodwill impairment		17,674			17,484
Deferred income taxes		(9,005	)		3,040
(Gain) on disposition of businesses, net		(13,763	)		—
Stock-based compensation		4,384			4,109
Changes in operating assets and liabilities:
Accounts receivable, net		5,063			5,922
Unbilled revenues, net		(3,762	)		5,302
Accrued or prepaid income taxes		9,311			(5,985	)
Accounts payable and accrued liabilities		31,775			(6,946	)
Deferred revenues		(1,074	)		(281	)
Accrued retirement costs		(10,790	)		3,387
Prepaid expenses and other operating activities		(3,821	)		(855	)
Net cash provided by operating activities		93,178			75,216

Cash Flows From Investing Activities:
Acquisitions of property and equipment		(14,226	)		(8,688	)
Capitalization of computer software costs		(23,154	)		(12,436	)
Cash proceeds from disposition of business, net of cash disposed		19,968			—
Payments for business acquisitions, net of cash acquired		(9,983	)		(2,296	)
Other investing activities		358			—
Net cash used in investing activities		(27,037	)		(23,420	)

Cash Flows From Financing Activities:
Cash dividends paid		(9,645	)		(13,171	)
Proceeds from shares purchased under employee stock-based compensation plans		(476	)		(827	)
Proceeds from shares purchased under employee stock-based compensation plans		811			2,104
Repurchases of common stock		(2,666	)		(26,210	)
Payments for equity investments		(602	)		—
Increases in short-term and revolving credit facility borrowings		108,142			66,197
Payments on short-term and revolving credit facility borrowings		(169,675	)		(80,948	)
Payments on finance lease obligations		(62	)		(93	)
Dividends paid to noncontrolling interests		(196	)		(458	)
Net cash used in financing activities		(74,369	)		(53,406	)

Effects of exchange rate changes on cash and cash equivalents		1,082			293
Decrease in cash and cash equivalents		(7,146	)		(1,317	)
Cash and cash equivalents at beginning of year		51,802			53,119
Cash and cash equivalents at end of period	$	44,656		$	51,802

	Three months ended				Year Ended
(in thousands)	December 31, 2020		December 31, 2019		December 31, 2020		December 31, 2019
Weighted-Average Shares Used to Compute Basic Earnings Per Share:
Class A Common Stock		30,692		30,449		30,605		30,637
Class B Common Stock		22,510		22,689		22,527		22,975
Weighted-Average Shares Used to Compute Diluted Earnings Per Share:
Class A Common Stock		30,981		30,449		30,857		31,090
Class B Common Stock		22,510		22,689		22,527		22,975