Crawford & Company Reviews 476

In October 2023 we experienced a major incident and our insurers assigned Crawfords to our case. We were visited within two days, our cover was clearly explained and all our questions answered. During the year that followed we have dealt with Crawfords on a regular basis and have found them professional, helpful and responsive at all times. Particular praise must be given to Elaine and Andy who tirelessly answered our many questions and were always cheerful, helpful and at the end of a phone line if we needed them.

I've seen several poor reviews for this business and can only say that this hasn't been our experience of them - so much so that when we had a followup incident we specifically requested that they were assigned to our case.

Thanks to all at Crawfords, they have made a traumatic and stressful time very much more bearable.

UPDATE 2: I am all for some positivity when I actually get it, so updating that yes on the same day as below I was finally allocated a claims handler and given an explanation from one of the (sadly few in my experience, wish I had experienced more) competent people at Crawford. Let’s hope this kind of arrangement lasts and holds for the remainder of this claim. It’s sad what lengths I have had to go to to get the claim out of nobody’s inbox but when it does happen (been several times for us) we do see the occasional competent person, just need to get to them (or anyone at all!). Now let’s hope this fix lasts this time!

UPDATE: the response below from Crawford is not factually accurate. I still don’t know who in Crawford is our go to person for our claim, who will actually respond. And I still don’t know what is going on with the claim. And no these were absolutely not resolved. Yes someone spoke to me and other things were done but no these main points are continuing to be ignored. Pls read the email carefully every line not just what you want to read and ignore the rest

Nobody at Crawford is in charge of our claim it appears, and customer services also ignoring my complaints and emails. Please don’t ask me here again to just contact customer services as it’s ignored - please refer to the customer services email inbox for our complaint sent in on 27 November at 9.15am, asking for anyone with any clue what is going on with our claim to please tell me what is going on and what next steps are. Please check your emails and actually action this and not just refer me back to the customer services email address where my emails are ignored.
Ps - my name here is my initials if that helps you find me and action my complaint and request that you at customer services have not done since 27 November at 9.15am when I sent it.

Water escape 23rd Sep 2024, requested dehumidifiers when Aviva called me back, never heard a thing despite knowing that dehumidifiers are only useful within 42 hours, carpets flooring in bathroom dried out in situ, breakfast room ceiling half collapsed, now moulding , it’s now 19th Dec , trying to speak to anyone is impossible but today after many calls to both Aviva and Crawfords I’m assured a call will be made to me to arrange furniture wrapped & removed to storage so carpets can be removed so flooring can be inspected for possible rot and flooring quotes can be got.
Arranging for quotes from our own builder to remove all bathroom and flooring , inspection report incase further damage found to joists etc .
We’re certainly not at all impressed with Aviva or their chosen Assessor's etc
Hopefully repairs etc in January 2025 🤞update then

Without doubt the worst company I have ever dealt with. A flood at our offices has damaged five-figures worth of equipment and caused a lot of disruption. It took Kay from Crawford 6 weeks to come and visit to have a look - obviously the damaged contents had been disposed of because the Landlord’s professional buildings insurance came in within days to begin drying and repairing the building. We explained that they need to be quick, but we didn’t hear anything so advised they wouldn’t see anything when they visit. Following their visit, several weeks on, we’re now being told our claim has “inconsistencies” and Kay is now jumping to conclusions suggesting certain items weren’t damaged or present, without any facts or evidence to back up the opinion. We’re 60+ days post-flood without any sign of cash, but we’ve had £500 of compensation from Allianz as an apology for how it is being dealt with. I’ll update my review if we ever see the end of this claim. Oh, and at the bottom of their emails in the signature it says “Restoring lives, businesses and communities”. Ha.

Title: Fraudulent Practices That Betray Policyholders

My experience with Crawford & Company and RSA Insurance Group is a clear example of real fraud in the insurance industry. Over four years, they have deliberately fabricated documents, manipulated processes, and ignored independent evidence, leaving me fighting for fair treatment. Key examples of their misconduct include:

Fraudulent Certificate of Structural Adequacy (CoSA): This document falsely attributes vegetation as the cause of damage, claiming: "Mitigation action included removal of the offending vegetation. This was taken on the advice of independent Chartered Structural Report to remove or minimise the cause of damage identified under Section 2 above." This statement is completely false for the following reasons:

FACT 1: The ash tree was felled in 2021 as part of early mitigation efforts based on initial subsidence investigations.

FACT 2: The Structural report was conducted in 2023, two years after the tree had already been removed.

FACT 3: The report did not and could not identify the ash tree or any vegetation as the cause of subsidence because:

The tree no longer existed at the time of their assessment.

The report focused on structural and subsidence-related causes, highlighting the need for proper monitoring and further investigation of subsurface conditions.

This fabricated CoSA was used to dismiss critical recommendations and avoid accountability for addressing severe structural issues.

Fake Documents: Critical records, including the Schedule of Works (SOW) and Forms of Acceptance (FOA), were backdated and fabricated to misrepresent compliance and hide systemic negligence.

Manipulated Complaints: Complaints were created without my knowledge to justify delays and obscure the facts, a tactic designed to avoid accountability.

Ignored Evidence: Severe structural cracks, exceeding 20mm, were dismissed as minor issues, with only superficial repairs offered. Meanwhile, my neighbor’s property with identical issues was properly repaired and monitored.

This isn’t just incompetence—it’s a deliberate attempt to defraud and silence policyholders. RSA also violated data protection laws by failing to provide key records in response to a Data Subject Access Request (DSAR). Missing documents included FOAs, financial data, and emails addressing critical procedural complaints. RSA’s lack of transparency obstructs accountability and highlights systemic data mismanagement, in clear breach of GDPR regulations. By fabricating documents and ignoring independent expert findings, RSA and Crawford have demonstrated a shocking lack of integrity, professionalism, and respect for their obligations under industry regulations.

Demand for Action:Policyholders like me deserve better. RSA and Crawford’s practices should be investigated immediately for fraud and regulatory breaches. These companies exploit vulnerable customers and betray the very trust that underpins the insurance industry.

If you value transparency and accountability, avoid RSA and Crawford at all costs. They are not just negligent—they are actively working against their own customers.

#InsuranceFraud #RegulatoryBreach #DemandAccountability

If only we could give negative star reviews! Shameful. If you get allocated Crawford and Co as your insurance adjuster, REQUEST SOMEONE, ANYONE ELSE. And if the adjusters name is Kial Stanley, you are in for a major disappointment. In short, after 12 months of BS, we found he had done NOTHING! He lied to our insurer Allianz, lied to us, and was more often than not, unreachable by text, phone or email. He was rude in his email to us after we asked him for an update. Allianz ended up raising this to an urgent priority through their management - nothing changed. I then threatened going to A Current Affair, contacted the Crawford and Co Australian GM, and a week later they the told Allianz they were not interested in the rebuild and offered a low ball payout figure dated 9 months after the incident that we have previously never seen. After I did all the work documenting rebuild and loss costs by myself, and forwarding it to Allianz - magically Crawford and Co approved another $170,000 on top of the original quote. Talk about getting screwed. Allianz also mentioned the difficulty they were having getting anything out of Crawfords, in particular, Kial... 14 months in total to even get an answer.....

One of the worst companies I have ever had the pleasure of dealing with.
My claim has been going on over a year and they carnt still resolve it qoutes sent in for work no one gets back to you for months dealing with Chloe and sean !!!!!!!

1 star is 1 too many
Our subsidence claim has been going on just over two years.
Six month hold up at the beginning due to them ticking the wrong box.
Second complaint is with ombudsman.
No contact, ignoring us, lieing about actions they've not taken.
Moved us into temporary accommodation and now they've stopped paying for it.
Moved us out Oct 18th for six weeks while the work was to be done.
As of today it's not even started, they knew in September a damp/mould report needed to be done before work started, they actioned this Dec 3rd
The devastation this has caused our family is beyond comprehension.
Disgusting company, how are they still allowed to trade

*Edited to respond to reply, this is the email address I have been emailing for the last two years! You have not responded or replied to my emails dated 16th Nov 20th Nov 28th Nov 03 Dec 06 Dec 08th Dec. I will email again tomorrow, but I won't be holding my breath.

What a crock of 💩 this complaint is, unable to give me a straight answer for payment! Basically rubbish, avoid at all cost!

We recently had visits from two CrawCo professionals, a loss adjuster and a surveyor organised through NFU, our insurers. This was to address roof damage and damp in our house, both problems caused by the irresponsible actions of our next door neighbours. The visits were largely long winded, patronising and pointless with both individuals being full of themselves and their own importance, rather than concentrating upon our problems. The first visitor didn’t wear an ID badge and then prior to the second visit, we asked for the visitor to wear ID. They didn’t. It’s not appropriate to go into people’s homes without something official to identify yourself with. We didn’t feel listened to and the work involved too much intrusion into our home and made us feel very uncomfortable. The surveyor insisted upon inspecting most of our home, even though they were informed that the problem was confined to mainly one area. We emptied cupboards and were made to feel embarrassed like small children because the stuff was crammed inside. We’re not perfect with pristine cupboards, but you live the way it suits you and you shouldn’t be made to feel guilty about it. They measured the whole of the downstairs floor, again we had said that the issue applies just to the hallway. They stated that they had to do this because the loss adjuster had insisted upon it. Some useful suggestions were made, but to be honest we could have come to those conclusions for ourselves. The first visitor alarmed us with suggestions about what the damp problem might be, when there was no need for this as he didn’t have the expertise to make the diagnosis. We were left worrying about this for 10 days until it was confirmed by the surveyor that it wasn’t that bad a problem. We spent probably 6 hours wasted time on these two visits, when an hour for each should have been ample time and thus would have applied a more time efficient approach. There was much inappropriate small talk and ‘other advice’ from the surveyor which we didn’t ask for or need. At one point, we felt that our home was somewhat belittled which felt very hurtful. We are annoyed with NFU for sending us down this pathway and we probably won’t be able to make a claim anyway. They couldn’t even decide if our policy covers us? Surely this should have clarity. As a result, we are considering changing our home insurers and we do not want to deal with CrawCo ever again. The whole process was like, ‘using a sledgehammer to crack a nut!’ We only wanted a little help with the problem outlined and after many emails, phone calls and now pointless visits, we have wasted hours and hours that could have been better spent doing something else! The moral of the story is to be very guarded about who you let into your home, ask them to cut the small talk and get to the point with as little disruption to your day as possible, but avoid CrawCo like the plague.

A year long battle between insurance company, and this loss adjuster, they point fingers saying we’re waiting for this that and the other. It took this loss adjuster almost four whole months to even finish putting his paper work in to our insurance, and of course they had to back and forth for the next two months. As soon as the insurance stopped having this back and forth, within three weeks we got a payment. They put us in temporary accommodation which was required whilst our building got worked on. Apparently when you lose your bottom floor of your house to the flood, you’re good to start living in it again once a kitchen is fitted. Apparently our Insurance’s decision there was based on Crawfords recommendations. So we have to move back into a house that no reasonable person would live in, with a lot of work still to be done, and then somehow Crawfords organised picking up our rented furniture. Just the rented furniture. Not ours, just theirs. So we’re left without our furniture and a time pressure to move out of our temporary accommodation. The cruel joke? They’re still paying for that accommodation. Not so that we can live in it, no, that would be too simple a fix. So that they can hold our furniture there whilst they figure out how to move it. We finally reach some sort of deal with our movers who moved the first time, a bit of back and forth, and it looks like we’re finally going to get our furniture back into a broken home. But, of course, Crawfords decide that actually that costs too much, they cancel our plans at 4pm so we can’t continue to talk to anyone past 5pm close. Because they think it’s too expensive, bearing in mind they’re still paying for the temporary accommodation for our furniture to live in, just not us.

If any company deserved a class action law suit for all of these negative reviews and poor treatment of so many claimants like us, it’s this company right here. Their continual unprofessional and frankly incompetent behaviour cannot keep them in business. They don’t have a clue what they are doing and have no urgency to set things right. Our next door neighbour who also lost their house to the flood on the same day as us, has been moved in with everything sorted for eight months. We don’t even have our house fixed.

Again and Again our contractors phone and ask when they can start working on putting right our house for the subsidence claim we put in 2018 Again and Again were held up as Crawfords company won't move to find us any temporary accommodation and even though we put ideas of how we can move out whilst the work is carried out we never get anything back from them to confirm, complete total waste of space this company the contractor last visited us in September and was shocked at the living conditions were surviving in at the moment as we cannot do any of our own work until the subsidence work has been completed.

I put a claim in 2 years ago ! For flooding, Crawfords agreed the claim and sent in contractors. We were told we would have to move out. This we did, into a mobile home, at our own expense! The contractor stripped the house from top to bottom, all white goods destroyed, the kitchen stripped bare, removed everything including fitted wardrobe, showers etc. meanwhile we were banned and prevented from entering!! The house has been left without heating or floors !! And now I’m getting no response!! I’m 77 years old my wife 69. We purchased the insurance through Sainsbury’s!!

I didn't think Crawford & Co could get any lower in my expectations, but once again they prove me wrong. To explain, following a 2nd decision from the Financial Ombudsman, Crawford agreed that I could commission my own surveyors reports which they would pay for, being an upstanding person when the invoice arrived in August I paid it in full. Since then I have completed the required paperwork to enable Crawford to reimburse me, I have spoke to them on the telephone and emailed them, to no avail, I am currently out of pocket and have been for 3 months. My subsidence claim has been open for over 6 years and I am still no nearer in closing it. Do I really need to open a 3rd complaint with the Financial Ombudsman ? ? ?

After receiving a response, I have, as requested emailed Crawford & Co customer service team with my claim number - lets see what response I receive and how quickly they can arrange reimbursement of the monies I paid 3 months ago.

Where to begin, claim has been ongoing for over a year. I can't seem to talk to anyone for more than one phonecall, then if I call again I have to explain the whole situation again. No one seems to know what's going on, and all with conflicting answers. No promise of a call back, no letter, no email. Despair is not the word. Why do they even deserve one star?!

I am extremely dissatisfied with the handling of my insurance claim by Crawfords. Since May 2023, I have experienced nothing but delays, unapproved work, unqualified assessments, and repeated failures to meet deadlines set both by themselves and others. Not a single step has been taken toward a meaningful resolution.

Despite numerous assurances, Crawfords has failed to provide any real service. The delays have left my home in an uninhabitable state, with damp conditions and mold growing up the walls, seriously impacting my family's living environment. To make matters worse, I have been asked repeatedly to make myself available for tradesmen to visit and re-quote for work because the company took so long to review submitted documents.

Communication has been abysmal. My case has been handed off to multiple representatives within the company without any explanation, adding to the frustration and confusion. Over the course of 18 months, Crawfords has failed to make any substantial progress on my claim, leaving my family in a dire situation with no sign of resolution in sight.

I would strongly advise anyone considering Crawfords for insurance services to look elsewhere, however this may not always be possible if approved by the underwriter; as my experience has been nothing short of a nightmare.

Having received the standard cut and paste respond from you, I will not be contacting your customer services department as my insurance company has seen fit to remove you from my case and provided me with another company that has done more in 1 week that you have done in 18 months.

Waiting over a year and a half to see any progress on a claim, and I'm sat here, emails being ignored / discarded / not replied to at all, not even seeing any email bounces. I get the once-in-a-blue-moon email asking for clarification on something that should have been seen from the information already provided from the start! No progress or end in sight...

This company is poorly run, it does not hit the deadlines they set and the fact they have over 90% + 1-star reviews with many people blaming it for a lack of service and even worse bare face in-action! I also suffered the terrible service, I do not understand how insurance companies still over them business

I'm extremely frustrated with Crawford and their claims handler, Deepika. After being scammed and losing AED 20,000 from my credit card, I filed a claim expecting support. Instead, Deepika ignored my follow-up email. They simply don't care and come up with whatever excuse to justify their position, with no document provided of their claims. All I can think of is that VISA is using them for funds claim as they never reimburse anyone. Shady business, including VISA which have been very elusive.

I've waited a while to post this (a review where zero stars would be awarded were that possible).

In 2018 - yes, 6 years ago - my house suffered from some tree-root induced subsidence, the result of ineptitude of the local council's tree management scheme which'd allowed trees to reach silly heights. Cracks appeared in the plaster and ceilings of several rooms. The insurance company was contacted. Crawfords were appointed and it wasn't long before on wondered if the insurers had a masochistic urge to destroy their reputation by choosing Crawfords. Over the course of the next five years, those sent by CrawCo to assist (never in a timely manner) were excellent, but by Heavens, CrawCo did their best to foul everything up. Monitoring of the problem was to end in early 2020, and while appreciating that a slightly unwell Pangolin in Wuhan rather threw things into chaos, CrawCo might perhaps have not adopted this as their model for handling my claim once we were back to normal post-pandemic life.

The builders - very helpful and very good once someone got off their posterior and authorised them - turned up, worked out what was to be done and... three potential start dates for work came and went with no contact from CrawCo at all. Finally, after some intelligence work led to getting through to a most startled manager's phone and politely but firmly using words such as 'Ombudsman', 'Seeking considerable compensation' and 'will be charging you at my daily commercial rate for every call, email and letter and taking action should my invoices not be paid' there was some movement. We got a 4th start date. 10 days before, I was compelled to inquire whether anyone was going to (a) authorise the builders (b) sort out alternative accommodation or (c) be responsible for my seeking redress via the Insurer (who'd also twigged that all was not well).

An accommodation firm was engaged. A removals company identified. And then... long story short, had it not been for a friend having a house they were planning to rent and agreeing we could move in (the accommodation team doing all the legwork after that), we'd have missed the fourth start date.

Then, the removals company turned up. As they cautiously approached the house wearing hard hats, boots, etc, they looked puzzled. 'What hazards are we going to face? Is it a flood? Electrical?' they inquired.
Turned out they were salvage specialists, expert in rescuing furniture from flooded or other properties and perhaps Pickfords might have been more appropriate. The only hazard was getting plaster dust from the damaged ceilings in their brew. But they couldn't move all the stuff out of the house to their storage facility (a communications foul up by... guess who? Spoiler: arrange the words 'Company', Crawford' and 'and' into the name of a firm - compelling me to take out storage space at my expense.

With work finally underway, CrawCo, despite the best efforts of the accommodation people, then failed to sort out the rental of my temporary property correctly (in truth, my friend wouldn't have minded at let us stay), before realising late in the day that they needed to extend our stay. This should've been for 4 days. They panicked and extended it for 3 months. My friend was happy, as this was 3 months extra rent. We were happy, since the work was complete and we could get the front room flooring sorted out. And it was a jolly good thing that we had that 'unnecessary' extra time, since CrawCo didn't respond to the not-quite-a-removals-firm's pleas to authorise the transfer of the furniture they had taken to their compound back to our house. After five, I think it was, weeks, this happened and our furniture returned.

So while the various contractors were excellent - when CrawCo agreed to them doing the work - the loss adjusters were a dead loss. I would not trust them to coordinate a large scale celebration in a brewery since they'd be too busy attempting and failing to find their corporate backside with both hands and a properly constituted search party.

So, if you've got this far - do not trust this firm an inch. If your insurers give you the option of CrawCo or having a lump sum and sorting the work yourself, do the latter. It will save you time, money and stress. The firm is a shambling, inept, administrative vortex, presumably the result of hunting the financial bottom line and offers service levels which have scraped through the bottom of the barrel and are making their way (slowly, this is CrawCo we're on about) towards the earth's core. If the company were fired into the heart of the sun tomorrow, the world would not be a poorer place for its departure. An incapable, incompetent and I suspect irredeemable disgrace.