Crawford & Company Avis 481

Daniel was my claims adjuster, he was great with information, guidance and support.
He was able to cut through and detail clearly what I needed to do, what documents I needed to provide and was available by phone and email.
Thank you for your help.

Just read the review from Chris. Our experience is very similar. Promises not kept; emails not replied to; impossible to get hold of by phone. We tried to engage “ customer support” and were told we should receive a response within 3 days. 6 weeks later, no response. I assume they are overwhelmed with other complaints

This company is an absolute joke, how they are still in business and insurance companies are still using them is beyond me. They are rude very unhelpful, unprofessional and never contact you back when they say they are going too and just fob you off with lies constantly. I had a vehicle crash into my property on the 13th February and nothing has been done whatsoever. We’ve had to move into rented accommodation that they agreed to and still have not received anything from them so having to pay a mortgage on my house and rent. *** Avoid at all costs, if your insurance company use them just say you will refuse to deal with these incompetent bunch of jokers ****

Pure scam, simple as that

If you ever find yourself in the unfortunate situation where you have a claim with these clowns, they'll simply violate the agreement and ignore any complains

I guess they hope people won't go thrugh the trouble of suing them

Oh dear. These were appointed by our insurance company.
Communication is appalling. No replies to most emails and they are really slow in approving the work that needs to be done. Spoke twice on the phone and their representative was bordering on rudeness.
Looking at the reviews I'm not surprised they have such low ratings. I don't know how they are still in business. Case is ongoing. If I've not heard from them by the end of this week, it's the Ombudsman.

Daniel reviewed our claim in a timely and a very professional manner. He recommended payment as I expected and the insurance company paid immediately. We were very happy with the outcome.

It took longer than neccessary to get the case moving forward as the first loss adjuster I was put through to didn't respond and was then on annual leave. This wasted around 3 weeks. However when Phil Singleton took over he was excellent and progressed the case really well. Was very responsive to communication and we came to an agreement swiftly, with funds being paid over very swiftly. Many thanks to Phil who did an outstanding job on this claim.

Although the claim took quite a while, Mr Singleton was very professional, always courteous and listened to my issues. Also, good Communication.
Case resolved within 6 months.

BEWARE !
I have been dealing with a subsidence Claim with crawfords for a long time . It took them months to get engineers out to the property meanwhile the cracks got so big you could put your fist through them and see daylight outside anr my heating bills went through the roof. they told me the annexe needed taking down ( partially because they had left it so long to deal with it all) and I was promised they would have it all right again within three months. It’s now nine months since the demolition . 
I can never reach them on the phone. You can be on hold for hours. Their automation service promises to call you back but they never do. If you e mail them you will rarely ever get a response. I have had to revert to raising complaints with Midas who they are connected with because they simply won’t communicate from crawfords. I am on my FOURTH complaint! . All of them were escalated to the ombudsman. Despite the ombudsman involvement they don’t care and don’t address anything the ombudsman tells them .

They have hired two contractors on my claim . Both firms work closely with crawfords. On both occasions the contractors forms were almost as bad as crawfords. Never turning up. Creating delays to go and do other jobs that were worth more money to them.
What’s even more frustrating the work that needs doing could be completed in four weeks easily. But they’re incapable of organising anything. It’s one step forward ten steps back with them. 

I now have a building site where my property was which is infested with rats and water logged. Their contractors have just left all the building materials outside the property taking up three street car parking spaces and portaloos just sitting in the street. Neighbours have complained and still the items just sit there inconveniencing everyone. 

I am also a disabled single lady and my disability worsened meaning due to the stress they were putting me through. I have requested alternative accomodation. At least until they have put the annexe back. They have today told me they expect me to live on the ground floor with no washing facilities or bedroom. There has been zero due diligence to the fact that they’re dealing with customer who is disabled. 

I have also been told in writing that the reason that the contractors have been useless is because I am a “ difficult “ customer. Curious to note that every other person on here has had an almost identical experience to me! They also tried to tell me today that because of this they would rather pay me cash and not finish the work! Due to their behaviour my mental health has also been very poorly impacted. It’s affected my income as I run an air Bmb , my living arrangements, my business, and my mental health. 

I am in no way physically or mentally capable of handling a team of builders myself, getting quotes for work. And managing the work. I have insurance for a reason. 

I am 52 years of age and I have never in all my life come across such a poor company. Their licence should be removed with immediate effect. They need to be reported to the national press and the media.

I have since been forced to sue them because they refused to abide by the ombudsman findings. So I’ve recently had to sell my car to find the £25,000 I needed to pay for a top barrister to sue them. They have ruined my business, my home, my finances, my health and my peace of mind. And they have zero empathy or apology for any of it. 

Do NOT under any circumstances get insurance underwriten by crawfords and ensure that you ask that when you purchase the insurance.

I suffered damage with their Insured ABF/ Jordans, Dorset, Ryvita. I found a foreign body inside the Müsli Jordans. I received an email from Jordans admitting its responsibility that their product was contaminated by the presence of small stones. In fact, he writes like this:
„ Unfortunately, despite our rigorous quality screening processes, it was not spotted and removed when our raw ingredients were cleaned, or when it arrived here at our factory“

After that I receive an email from their insurance company and it says:
We have completed our enquiries into this matter and can find no evidence that our client has been negligent.
Please note that our client can only make compensation payments where it has been negligent and if such negligence has led to loss or injury. The success of your claim is not dependent upon the fact that there has been a sustained loss or injury, but whether our client is responsible in law for the loss or injury sustained.
All ABF products are manufactured and packed under strict hygienic conditions, and besides ABF's many stringent internal quality assurance checks, ABF are audited by an independent company to ensure that ABF continue to meet the standards set by the British Retail Consortium.

Obviously denying the reimbursement of dental expenses. Second they are following the same principle as the film: The Rainmake.

They deny everyone the reimbursement to preside over from the merits of the claim for compensation. Then if a consumer has the money for a lawyer then they can come to an agreement otherwise they don't pay anyone.

The main problem that the foreign body was not of natural origin, which is even more serious.

We had our first meeting with Crawfords on Day 3 after a fire at our rented property. Fortunately the tenant was away so there had been no physical injuries, and two different forensic teams were unable to find the cause of the fire.
1. The loss adjustor’s first comment on meeting us was that he believed the property to be undervalued for insurance purposes and, because it was undervalued, the value at the time of the incident now became relevant, not the value at date of the policy inception. We disputed this and in any case asked how a policy holder could estimate the value of a building up to 12 months in the future, he said it wasn’t his problem.
2. In subsequent communications, the adjustor advised that no progress could be made on the claim until a valuation was agreed between ourselves and AXA; meanwhile it took AXA 75 days to agree that the valuation at the inception of the policy was relevant during which time no progress was made on the claim
3. In the meantime, we had realised that the value he had submitted to AXA was based on a measurement that was overstated by approximately 10% ( we measured the area by both tape and laser). With a correct surface area, there would be a doubt over whether there was an undercover at all. This resulted in a huge amount of wrangling eventually leading to the case being submitted to the Ombudsman
4. Also at the first meeting, when the loss adjustor saw the details of the tenant (of East European extraction), he subsequently referred to him as “Laddo”. We didn’t pass this onto the tenant, but we were tempted….
The implications of the above was that the loss adjustor stated that unless AXA waived any underinsurance, they would not have any responsibility for sourcing contractors or project management of the repairs – this would be at our expense, regardless of the level of underinsurance which we had estimated at 5% maximum. There was no evidence of this in any policy documents. In the meantime, Crawfords washed their hands of the claim.
The claim went through 2 Ombudsman investigations, both finding in our favour (AXA rejected the first one), meaning that the claim would be paid in full with no underinsurance, stating that various submissions by the loss adjustor were incorrect and/or liable to misinterpretation. but this had reached Day 620 after the fire.
This wasn’t the end of the story though; AXA re-employed Crawfords to ensure that the claim was still managed correctly, and astonishingly put the same person back on the case and he seemed to be completely oblivious to the previous two years’ trauma. After a somewhat heated conversation we spoke to some senior managers and he wasn’t heard from again.
The house in question had been my late parents home for the best part of 60 years until it was rented to help pay for their care costs. It seems obvious that AXA and Crawfords have a policy of trying to grind their customers into submission; Crawford’s role could be perceived as deliberately misinterpreting policies or providing incorrect information to insurance companies to help delay the payment of claims. We refused to surrender to their bullying.
In the end, the claim was paid in full on Day 891 and we felt that we won the case, but, gosh, what a traumatic experience. We had always believed that the mission of insurance companies was to help alleviate “worst case” scenarios, in our case, AXA and Crawfords made the worst case even worse.

I have posted details of the AXA elements of this claim on their Trust Pilot portal.

Our claim has been going for over a year ,all for a bathroom floor about 9mtrs square,we had a concrete floor fitted wrong so was taken up and refitted but is 300mm to low for the floating floor so they had to fit joists ,which were fitted wrong and were at different heights, the floor boards had no fixings in and the 6mm ply was fitted with 25mm tacks, they came out again and said it had all got to come back up so they've taken the ply up and found some of the chipboard flooring wasn't even on the joists,they haven't been back since and have left us with an unsafe floor ,they say their not coming back has we owe them £600 for apparently a second claim on a leaking tap which they had nothing to do with fixing and we had to fix before they came out,and wasn't part of the works to be carried out ,got to be one the worst experiences in all respects of sub standard work and communication I've seen

Very efficient, and friwndly team, designed to fully assist with insurance claims

I have removed the review as Crawco have been in touch and hopefully we will draw this all to a conclusion soon.

Terrible service
More than 1 months and still doesn’t received money from car claim
Each time when I call , same information “have problem with account “ but don’t able to give you any time frame

Terrible service, lazy, unhelpful, and incompetent. Barely respond to emails, gave me wrong information, tried to investigate that I was faking damage being done that their policy holder did.

Stay away from these people as they are just terrible at what they do.

My flood claim was handled well by Crawford, except for a sizeable delay in the middle when my loss adjustor went off & nobody took over the case. However when I chased and Daniel picked it up all worked out ok.

Do not buy home insurance from AXA if they still use Crawfords!
Won’t let me award zero stars, but even zero would be too many. Awful company, no communication, have to constantly chase them to get disturbance allowance paid, and they only authorise alternative accommodation for maximum a week at a time. When you need to extend the alternative accommodation you have to call them 5 times. I forget how many times my son had to check out of the hotel because Crawfords did not extend in time. 12 months since a minor kitchen fire and no nearer to getting it sorted. Mentally, I’m strong but I dread to think how someone less mentally strong would cope with the stress and anxiety caused by this team of absolute useless jokers.
I had the first adjuster removed from the case due to her being useless and she actually lied to me about the amount of disturbance allowance. A new adjuster was assigned about 4 or 5 months ago… I have received zero communication from him, and no responses to my emails. Without doubt the worst company I’ve ever had the misfortune to deal with.
Edit: No Kim, I won’t be contacting customer service. Been there, done that, makes no difference.

Assessor was professional and friendly. Claim was done over the phone and video call which worked really well.

If I could I would give zero stars.
What an awful company!!
The initial phone call was lovely, explaining they are the middle people who help with claims , which takes the stress away and so on.. well there was the first LIE.
Surveyor was sent out, Crawford then call to say yay the claim has been accepted and the contractor would be appointed , before I agreed to pay the excess, I asked what would be covered and sorted they told me.
Contractors came, did a shambles repair , and left . It didn’t fix the issue. We complained and was told the case is closed, Crawford can no longer speak with us as it’s all sorted , even though the repair wasn’t done.
Insurance company advised us it was a temporary fix.

If your insurance company do use this company as the middle people, either refuse or make sure everything is in writing and signed .

We have taken our complaint further and escalating to the finance ombudsman.

How people can even sleep at night knowing working for these cow boys I will never know

AWFUL AWFUL AVOID