Crawford & Company Avis 481

If the few and sparse reviews here that are above 1 star are even genuine and for subsidence (they don’t mention subsidence), then it shows a severe unfairness to how customers are treated by this shambles of a ‘company’. We had such an awful experience, including coming across what presented as the lowest IQ in some people that I have ever come across, it’s not fair to try to even start to drown it by saying some customers didn’t have an awful experience, whoever it is writing that. Are they execs, internal Crawford ppl or celebs or an ombudsman or soemthing else with connections?
I note none of these reviews above 1 star are subsidence though, which also doesn’t do the consumer justice to even claim subsidence claim handling is anything more than 1 star at best ever at this shambles. Why can’t all customers be treated decently and fairly then!!!?!!! (Another fca regulation there…)
We are way beyond discussing concerns with customer service, it still couldn’t help ever with many attempts while our claim was still stuck with this shambles by our insurer. Finally it’s in far far better hands elsewhere and our insurer has even ditched their contract with Crawford.

Crawfords Testimonial

Where to start! This has been a 7 long year ride with a lot of bumps along the way. To be honest I have very mixed feelings to how I have been treated over these years with varying degrees of clarity and care ..

The culmination of a phone call in early 2024 to say they had finished monitoring and wanted to come and do the superstructure repairs and redecoration. I said I would like the details of the ombudsman as I was not happy that they were willing to go to repairs without taking out the tree tree or even the mention of a tree root barrier, within the hour I had a call back from Giles Carter …. Who said they would do more than the internal superstructure repairs and then things really got moving, within months Ealing council agreed to take out the offending tree and my house was on its way to full repair. For this I was finally very grateful to get the service I felt was expected instead of being fobbed off with minimal repair.
I am very grateful for the help Giles Carter provided and his Professionalism. Giles Carter gets 5 Stars, however my overall experience before he entered the picture 2/5

DP West London

Wir mussten aufgrund einer schweren Erkrankung meines Mannes unsere Kreuzfahrt abbrechen. Mein Mann wurde zuerst auf dem Schiff im Hospital über Nacht behandelt. Im nächsten Hafen wurde er sofort mit dem Krankenwagen ins Hospital gebracht. Es wurde uns vom Arzt erlaubt nur an diesem Tag mit dem Flugzeug nach Deutschland zu fliegen und sich sofort in die nächste Klinik zur Weiterbehandlung begeben.
Er wurde direkt vom Flugzeug mit dem Krankenwagen ins UKE gebracht. Dort musste er längere Zeit bleiben. Wir haben alle Unterlagen die gewünscht wurden an die Versicherung geschickt. Es handelt sich um die Krankenberichte vom Schiffshosital, Krankenbericht vom Hospital Teneriffa und den Krankenbericht vom UKE. Bescheinigung über den Abbruch der Reise. Diverse Formulare von der Versicherung ausgefüllt und eingereicht. Die ganze Angelegenheit zieht sich schon seit 5 Monaten hin und die Unterlagen reichen immer noch nicht. Ein ganz unseriöser Verein, absolut nicht weiter zu empfehlen. Wir werden jetzt einen Rechtsanwalt einschalten.

Crawford & Co are the epitome of claims management made entirely difficult just for the sake of it! The incompetence is simply staggering and setting aside the platitudes its quite clear claims fall into a black hole the minute this lot take them on! Let's just be clear, their job is to screw you and let you think they are doing you a favour!

The history, CrawCo's insured decided to pass this matter to them in January 2025, he'd managed to damage our property during a delivery on behalf of Amazon in July 2024. Amazon and Arc their claims handlers were given clear video evidence of their insured dropping the parcel, that he insists he only ever delivers to the front door, behind our electric gates. They confirm who he is and indeed that he is at fault!!! He knew they were electric because he was standing on the steel cover to the mechanism at the time he put his hand through the gates and dropped the parcel, knowing full well they would open onto it once activated, the lack of common sense has not escaped me either!

CrawCo have received a full file from Arc/Amazon, but I am asked to submit all the evidence again! I do on 7th January, the day after they contact me.

90 days of investigation later with zero case management feedback and I am told today that the insured insists he has delivered to the door, despite the video clearly showing him, his VW Grey Transit with his registration number on it. So how exactly as a claims handler do you feed this back to the claimant when the claimant has given you first hand video evidence of him putting the parcel through the gates! The insured isnt saying 'its not me', he's not saying 'I don't deliver on behalf of Amazon' and neither is he saying he didn't deliver the parcel?

This isnt rocket science, this is just basic common sense and when it becomes clear your client is lying at what point do you say 'well the video doesn't lie sir...'. Thus far CrawCo are 'currently awaiting further evidence', what would that be precisely and when you ask them that very question you are greeted with radio silence!

Having complained to Customer Dont Care they have been equally inept. Whilst I expect a claims handler to need to do some investigation, it strikes me that 90 days to conclude that you didn't actually send the video to your insured and ask him 'is this you' might have been a good place to start? Neither does that take 90 days! So unless the insured has a picture that clearly shows he's delivered the package with my front door in it, I think hes got to prove the existence of a doppelgänger, driving his van with his registration number dropping the rice cooker through the bars and onto the driveway, at which point id like to see the police report where he reports this imposter and his van as stolen!

Despite my brevity, this isn't funny, this is just a simple exercise in exhausting the claimant to the point they give up! Not happening! We are owed over a thousand pounds in damage to the gate motors, and this incident occurred 9 months ago. There is one thing representing a bare faced liar, there is another peddling his lies to someone who knows better. Thus far today silence from CrawCo as they digest the fact that at no point have they declared they have sent the insured the video, or the stills from that video that are clearly of the insured. Oh to be a fly on the wall!

Now CrawCo are going to have to add interest to my compensation and disclose their regulatory authority because I'm going to press this to the bitter end.

Lastly CrawCo, don't add the usual 'we'd love to hear about your customer complaint by emailing us at .... been there, done that, and they are as useless as the Claims Team!

15th April 2025 - Update.

I have now received a email from Customer Complaints that advises me that despite asking me to wait a further 30 days for them to 'continue their investigation' I am told now that they have not received the video footage, emails or pictures forwarded to them on 7th January 2025 or any other attachements since, despite having referenced this video footage in correspondence with them on multiple occassions and having asked not only Customer Care and directly the claims team if they have passed on the video footage to their insured? So you have insisted you need 90 days to 'investigate', and three and half months later you now tell me you didn't download the evidence I sent you!!!! 'Please can you send it again' wtf!

This must be topping the charts in terms of insincerity, obfuscation and nonsense. Ten days after a clear expression of my views on treatment by this company, I get a message saying they want to ‘reach out’ to me so they can better understand customer concerns. If they are not cynical they are very unintelligent, because customer concerns have been clearly set out.
Very clear; the concern is that Crawford has no interest in having the damage done by the insured redressed. Its only interest is minimising the compensation paid to the victim.
If there is a human being involved in this, on Crawford’s part, would he or she please refrain from the nauseating process of ‘reaching out’. I will assume that further reaching out will prove there is no human involved.

If I could give a zero then I would.
I’m so lost for words!
Back in October 2024 it transpired that my beautiful air BnB converted church was being used as a marijuana farm and the guests have trashed it! Holes in the roof for the vents,rain is pouring through, hundreds of pots, watering the plants internally so the mould is off the scale, entire roof space filled with fertiliser and more pots, carpets are ruined, it’s basically destroyed.
Air BnB use Crawfords for their Host protection. All seemed to start off fairly well? Apparently it was quicker if I found contractors to provide 3 quotes, which I did. Quotes came in between £90-120,000 for the repairs.
Finally in February- offer me just over £25,000. I question how on earth I can get the works done for that? Made me feel like I was scamming them?
The scaffolding alone will be not far off that offer figure as being an old church the ceilings are so high!!
No clarification of how they got to that figure, don’t reply to my emails, never answer the question. Air BnB keep saying they will go back to them- never get anywhere and still no details?
Asked why I had to find the contractors? Asked them to deal with it if they think they can find someone to do it for that? Guess what? No replies?
In the meantime it’s costing me £2000 a month, no monies coming in as uninhabitable and before you know it my roof will cave it?
Thanks Crawfords for ruining someone’s life! You don’t even deserve a 1 star.
I will keep fighting!!!!!

Crawfords customer service has been extremely poor. My subsidence claim has been going on for 2 years and 4 months.. the claim has been poorly handled, there has been an extreme lack of communication throughout the whole process. I requested to speak to a manager and they still did not reply 5 weeks after the request despite sending further emails. Appaling service and a complete lack of consideration for the customer.

I cannot Give 0 review which is what Crawford deserves. Crawford were investigating a loss and the loss adjuster that I won’t name just yet went Far and Beyond and I mean literally went out of there way to find something or anything to decline the claim. The claim took months and each time we gave Crawfords what they asked for they asked for something else they were never satisfied. We were told at one point by the insurers Axa the claim transferred to LMG JEWELLERS to conclude a few queries and the report was sent to the insurers by LMG but Crawfords loss adjuster said no they have more queries to verify…..so there investigation went on and on and on until they eventually emailed to tell me that they declined the claim. Crawfords were given every information asked and that was possible to supply then Crawfords asked for an assessment of risk meaning I needed to list every single item in my home and I mean everything when I refused they said I did not supply what they wanted. Basically they wanted to know everything I owned down to my cutlery. Who could or would do this. So something we were insured for got declined and did instructed the insurers what they thought the right decision would be so the claim was declined after months of stress and anxiety….. our worse experience we’ve ever had. I will eventually name the loss adjuster. They use there power to play with people’s lives. Steer clear ….. I will reach out once more to Crawfords customer services as I escalated my complaint to the manager but no change in there agreement with each other.

I can only agree with all of the bad reviews on here. It would take pages and pages for me to document our experience with Crawfords as it has been on going for the past 3 years. I’m amazed that they are still in business, obviously customer satisfaction if not one of their priorities. Have only had replies from them when I have complained to insurance company and as of today, they have a few days to get back to me or the matter will be taken up with management! Do not use this company!

absolut unseriöse Geschäftspraktiken, könnte evtl. betrügerisch sein!

A Company designed to ensure the customer is paid as little as possible, preferably nothing.

My insurance organised a loss adjuster JP from Crawford & Co. to assess a main cold pipe burst in the wall. The loss adjuster made it out that the leak was from the bath spout and I told him that it was not the bath spout but the main pipe. I came back home and read my policy only to know that the leak from the bathroom or spout is not covered. The house is old build may be in 1985 but in good condition prior to the leak and it has followed the standards of that time but the loss adjuster's comment was "there is no footing and I do not know how the house is standing." "It is a shit house." He did not go under the house to look but because his mind was made up seeing clad walls outside and he was dealing with a stupid women who did not know anything about building industry that he could talk negative and document wrong things which meant 1. I was wrong of the leak and 2. that my claim would not be accepted just because it was an old house. The loss adjuster continuously made negative comments. I live in a house build in 1800 but just because it is old does not mean that it is not suitable to live in. Due to high amount of water and mid -high clay soil, the foundation movement and damages can appear within 24hrs. But once again this loss adjuster's comment was "but you turned the water fairly quickly". So good luck who gets them. Your claim will mostly be rejected as this company is not fair but biased and should be used by the insurance companies. I made a complaint to my insurance com and had them out. We pay insurance for unforeseen circumstances but what is the point when you get people like Crawford & co loss aduster, might as well I keep that money in my home loan, save interest and use the money when it is needed. The loss adjuster tried to get me to agree in changing 2 walls when there is hole in the floor due to water rot, windows and walls cracking and floors where water was leaking and room next to it has started to incline. I will not recommend this company nor will ever use them for anything. If you are treated like shit by companies like Crawford then complain and get them out.

Absolute shambles of a Company. Write my car off without notification! Terrible Customer Service.

In January 2024 a damp hall mat was discovered in the communal hallway.

Crawfords authorised removal of interior walls and flooring to discover source of water ingress.

An accidentally covered drain was discovered in Flat 4 first floor terrace.

Dyed water was placed in the area of the were the accidentally covered drain and the water manifested water came through the cavity wall and into the communal hallway.

Prior to this and on the incorrect assumption that Flat 2 en-suite was the cause of the water ingress contractors smashed through the back wall of the property , the wall and floor tiles were removed , carpeting removed ,
Flooring damaged , soil pipes destroyed etc effectively the flat was made uninhabitable by Crawfords with no input from us.

Further dye tests were carried out once the accidentally covered drain was uncovered and no water was coming through with dye into the communal hallway.

A Plumbing report and other Reports commissioned by Crawfords ,the conclusion was that the accidentally blocked drain was diverting water into the tanked wall at to the rear of the property.

The conclusion was that since the accidentally covered drain water at pressure (Pressure washer) , was being forced into the channel of the UPVC door and then seeping into the cavity of the rear wall damaging the tanked wall.

After the accidentally covered drain being uncovered rainwater still was seeping through the tanking and manifesting in the en-suite of Flat 2.

A damp expert was commissioned by Crawfords who we are told concluded the damp proofing had failed.

The Surveyor at Crawfords appears to have not taken account of the original water ingress or events leading up to the current water ingress and has denied the claim on the basis they have been advised the damp proofing was faulty , when the reality is the tanking has been damaged accidentally by water being pumped into a cavity wall at force as a result of the accidentally covered drain. This would be a fully insured event. The Surveyor visited a few times and had no idea what they were doing or what had happened. No accounts of original reports were taken into Account and a quote of £45000 plus was sent the Tenants inferring the claim was not being allowed (by Crown Property Management of Torquay ). No proper explanation , no reports shown and all tenants in a complete state of shock. Crawfords just are not interested in the claimant and have zero pride in their work.

We asked for clarity and after 45 days we have received no response , no explanation and we are all unable to carry on an enjoyable life.

The support for this is the numerous surveys undertaken since January 2024.

The result is that Crawfords appear to be allowing an elderly disabled lady to reside in a flat they have made unsafe with damp walls and uneven floors , despite numerous attempts to negotiate with Crawfords attempts have recently gone ignored with not even the courtesy of a reply to emails or telephone calls. A complete wall of silence from Crawfords. We feel the way forward is to complain to Axa , go to the Ombudsman , take Court Action and report Crawfords to Social Services. If anything happens to the 85 year old lady such as a fall then Crawfords will be sued.

The Customer relations manager tried to help however even they could not get a response to us to put our minds and rest . A LIVING NIGHTMARE . CRAWFORDS DESTROY PEOPLE LIVES.

The review is 100% genuine.

Nicht zu empfehlen die BANDE!

SO EIN HAUFEN HAB ICH NOCH NIE ERFAHRUNG GEMACHT WIE HIER!

Geld abbuchen jeden Monat das ist immer zu 100% gegeben!
Nach Krankheit und Arbeitslosigkeit kein in Kraft treten von LEISTUNGEN einer Versicherung.
Ausreden die nicht nachvollziehbar sind und sehr blöde Nachrichten per Mail und über Wochen kein Rückruf möglich!
Nicht mal einen STERN WERT!

Crawfords interview process must be, can you put down the phone on customers and pretend the lines gone dead ?
Can you not ever reply to any emails ?
Can you make the customer feel like they are fraudster ?
Can you be patronising and intimidating?
Can you leave after 6 months so the customer has to change case handlers again ?
You can, great welcome to crawfords.

Unfortunately can't leave less than one star.
Absolutely useless company - how they are still in business is a miracle.
Was injured and lost income as a direct result of the westmoreland councils neglect of public footpaths. The rep "dealing" with my situation is Michelle.
Michelle "lost" my photo evidence (sent in the same package as my forms). Michelle "lost" all my completed medical record access forms. Michelle told me it was "impossible" for them to locate where the incident occurred even though I'd provided house number, street address, county, postcode AND photo's.
Michelle told me my claim would be completed by 30th December. We are now in March.
I have requested over 15 times contact details for her manager and been ignored.
It takes 1-2 weeks to get a RESPONSE.
Michelle also LIED to me. Stated someone has been to the site and stated it's not their fault. Sent me the councils records which clearly show no one has attended site in 12+ months. Michelle fabricated evidence or lack thereof.
Now I've had enough and will be plastering this everywhere until such time my claim is correctly resolved. To be clear i was ONLY looking for the income I'd lost while unable to work but that was before i was lied to, ignored, had my time wasted and now I'm coming for the lot!

Seit Dezember 24 bin ich arbeitslos und warte darauf, dass Crawford & Company die Regulierung für meine Kreditkarten-Zahlungsversicherung vornimmt. Mitte Februar haben sie endlich für Dezember reguliert, seitdem wartet man, aber nix passiert. Mittlerweile ist März, die nächste Rechnung zum 20. ist bald fällig und die regulieren einfach nix. Bald mal meinen Anwalt dran setzen, wenn das nicht bald reibungslos funktioniert. Lange gucke ich mir die Spielchen nicht mehr an.

As other reviews have stated what an absolute scum bag of a company! Had one of admirals insured drivers drive through my garden wall at 3am, they chose to let me deal with Crawford…. What an absolute joke firstly despite quotes to repair the damages caused of approx 4.5-5.5k they offered 1.5k not even enough to buy the materials after 2 weeks of arguing (I’m a time served builder with my own company and over 20 years experience) they offered me 4k after verbally accusing me of lying (committing insurance fraud) amongst other things. Then they showed me google earth pics from 5 years ago stating this is how they now access damage!!! Really so the fact iv spent thousands redoing my garden since then doesn’t matter because google earth from 5 years ago says different !!!! After having enough of arguing with a mr john Simpson I accepted their offer and it was confirmed via email that they had notified admiral to make payment …… what a surprise 2 weeks of chasing him and admiral they’ve finally said Crawford never actually confirmed the bacs payment. So I’m now waiting AGAIN !!! On Crawfords absolute incompetence yet again !!! To even find out what’s going on ! Do not waste your time emailing as it takes them a week to reply and then they just blatantly lie to your face. The worse company iv ever dealt with regarding anything and don’t bother direct replying to this complaint seeing as you can’t respond to emails what’s the point !? Ow because you don’t like the bad press ! How about you sort your staff out and you wouldn’t have constant negative reviews !!!!

Crawfords would regularly ignore all attempts to contact them - on one occasion for three months.

They lied about what had been agreed on phone calls and were eventually replaced by the insurer when I obtained call transcripts to prove what they were saying was false.

I couldn't think of one positive aspect of dealing with them and it was a constant battle to get them to make any progress.

Based on my experience I would ensure that you have every conversation with them in writing and don't hesitate to complain to your insurer as soon as you even vaguely suspect any delay.