Crawford & Company Reviews 476

Avoid this company at all costs they lie, cheat and try to steal money off your claim. This has been on going for 3 years odd kept coming up with various excuses ie was dealing with wrong company, wrong person, not received emails, telephone conversations never happened, will ring you back, person on holiday, need more information but they already have it, health issues, out of office, left early, not in today, train strike, bus strike, car broke down, maternity leave, family bereavement, Covid, computers down, sickness you name it they’ve used it, was waiting for one to say they were on the space shuttle as they have such a vivid imagination and a massive book of excuses. Only to receive an email today to say I’ve not been in contact for over two years so I’ve got to start claim again which is absolute rubbish. I have screenshot every telephone conversation names, dates, exact times over the whole three years plus got every single email that I have made, had contact with them through various sources in excess of 40/50 times. This is obviously a common practice and game plan looking at the hundreds of reviews that are one star but most wanted zero or minus, they even admitted liability but still dodge payment. If you deal with this company be prepared for a long battle and possibly court action to get your money, their morals, business policy and general customer care, plus total lack of knowledge is the worse I have ever seen and should never be in business. Their automated reply is just a joke, put a complaint in nearly two weeks ago also asking they to email me their complaints procedure and not a thing back, this company is an absolute shambles from the bottom to the top.

Service provided by Crawford & Company & my Assessor Daniel, was exceptional from start to finish. Professional, helpful, prompt and understanding and supportive. Helped me through each step of the way. Would throughly recommend.

This company was appointed by our insurers, Nationwide Insurance, to assess and handle our claim for subsidence. That was two and a half years ago, back in January 2022 and the claim is still ongoing.

Technical reports ordered by them were completely wrong, stating that our foundations were only 180mm deep and initially refusing our claim, when they were actually 1.05m. I had to point that out to them as they hadn't checked the trial pit company's report. That company had used the foundation width as the depth, crazy.

Above all though, totally unresponsive to client queries. You are left waiting several weeks before you get an email reply, IF your queries aren't completely ignored.

The only way to get answers is to call, be left hanging on the phone for ages, then they look up your file and give you the answers right away. Why they don't have the courtesy to either reply by email, or call the client back with those answers is beyond comprehension. They simply don't care about the client at all.

On 5 June 2024 I finally got a call to say they are moving to the repair stage and would send me a letter with the options. Still not received 2 weeks later so I had to follow up with a phone call again on 21 June and got it that day. They offered just £625 as a cash settlement, or I could use their Contractor Connections to do the whole job, which they stated would start this coming August and be completed by this October. Well, good luck getting a contractor to complete what is a huge job for £625. You'd be lucky if that paid for 2 days labour, let alone 2 months, and that's without materials costs. What a joke.

I contacted their customer service to complain 2 weeks ago, and guess what, still no reply to that either. I've lost patience with them now and complained in the strongest terms to Nationwide about their totally inept and ignorant attitude to homeowners as it is surely harming their reputation as well. Terrible, terrible service.

0/5

My insurance was through Lloyds who appointed Crawco as loss adjusters to visit my property for a straightforward visit. I got an email saying they would deal with my claim promptly and keep me informed of the process throughout. This was lies.

After reading other reviews I realise I am lucky that that only ignored me for 6 weeks, ignoring multiple emails to keep me informed, and only got in touch after I contacted Lloyds again - who themselves had to tell them more than once to contact me. They straight out lied about the reason for the delay and had not even reviewed the case and I got the impression minimum effort had been put into resolving this.

Maybe the company is small and took on too much work but the lack of communication was pathetic.

We have a relatively small claim of about £5k for subsidence. It has taken 4 years and 2 complaints to the insurance ombudsman and our claim has yet to be settled. Crawford & Co seem incapable of answering calls and emails from me and our insurance agents. It is surprising a company like RSA is happy to have a company like this handle claims on their behalf.

I only gave a 1 star because I cannot give zero!!!

An utter sham!!! I am a small independent company and unfortunately my business was damaged by a fire next door through to no fault of my own.

I have been left with no money, no repairs and no communications in 6 months!!! They have left my business in tatters!

Utterly disgraceful you can destroy peoples livelihood through no fault of their own and ignore my claim as too small to bother...

You should be ashamed of yourself!!!

"We’re people taking care of people. It’s that simple".
A quote from the Crawford & Company website. If only it were true! I can only echo the other "1 Star reviewers". If I could give zero stars I would. My subsidence claim started in January 2023 with my insurer MoreThan. Rather than dealing with the claim themselves they passed it on to Crawford & Co . . Why they use a company with such an appalling Trust Pilot rating I know not. Surveys were done (by another third party company. Their engineer pointedly told me that their report would be delivered within 2 weeks. I now know why he made that point). For a few MONTHS I heard nothing but they had said it would take months so I thought little of it.. Then an apology in July 2023. "We're sorry it's taking so long. We've now made a decision and are preparing the written paperwork". That is the last, and only, unsolicited communication from this company. Exactly one year later I'm still awaiting a written decision despite repeated requests, begs even, for a WRITTEN decision. How hard can it be? Paper and the printing press were invented hundreds of years ago! I've phoned (they never answer the phone. I wonder why?). I've e-mailed. Nothing. Zip. Zero. My belief is Crawford & Company is a shell company set up by insurance companies to stonewall claims. Crawford & Co, and by default all the insurance companies that use their services, is incompetent, unprofessional and treats their customers with utter contempt. I feel that I have been abused by Crawford & Company. I cannot believe that anyone with a shred of professional integrity would work for such a shoddy useless outfit. You take out insurance to cover the unforeseeable events but clearly home insurance polices aren't worth the paper they're written on. Crawford & Company are a very very sad reflection of the whole home insurance industry and, possibly, the entire insurance industry. A few days after this review I received the first unsolicited email from Crawford and Co in over a year "Dear sir (couldn't even be bothered to look up my name). Please find attached update letter in respect of your recent claim. We'll call you later today to discuss". There was no attachment. The claim is not recent (unless you call 20 months "recent"). They didn't call. Furthermore they haven't responded to 2 follow up emails from me. They really do treat people with complete contempt. Bear in mind here that I'm not even complaining about the decision. It's just that, after 20 months, I'd like to know, in writing, what the decision is. Awful awful company.

The option of no stars is not available, pointless company, no communication, never call or email back, still dealing with a claim for subsidence after 10+ years, my house is actually falling down,

Everything what’s been written here is 100% accurate . Don’t waste your time and money. Better to not do anything than let them handle your case .

Shame you can't give 0/5. Going through a horrific experience with Crawfords not dealing with my claim, and not contacting me, even at agreed times, even despite a complaint underway. Sooooo stressful and it's cost us around £2000 in the loss of a House sale/purchase.

Terrible experience overall really really poor service! Makes you wonder why your pay your premiums !! My insurer uses Crawford as a default loss adjuster
They couldn’t arrange a prayer in a church
Me and mrs been in hotel for three weeks whilst Crawfords contractor fixes leak in bathroom caused by Crawford contractor ironically 😂

A3 Solutions luckily have been great to deal with especially Jamie

Avoid these cowboys !!
Ombudsmen here we go

Being messed around over one year made to be a subsidence claim with shoddy report from their subcontractor. All comments by the other users are correct and no difference to the no response I had received following up numerous email and phone calls.
The frustration and aggravation caused by them should be reported to an ombudsmen, while I understand that my insurance company had decided to cancel their contract. I wonder why?

I get that a loss adjuster is never going to be popular, but these people are utter clowns. They cannot write a factually let alone professional letter to save their lives…and that’s where it all starts!

I’d say, any problems then escalate to your insurer and make lots of noise.
That’s what we did, I refused to deal with Crawfords due to their lack of professionalism and we did get some traction from our insurer as they had to take responsibility.

Absolutely appalling Company. Incompetent, unfair, idle and find the ability to communicate at acceptable intervals beyond their ability.
Do not trust them, they will promise the Earth and then do absolutely nothing - Case managers, Loss adjusters, all fail to deliver on multiple fronts. By far the worst Company I have ever dealt with. This shambles masquerading as a business have had a huge detrimental impact on my health and well-being, Not surprising considering it’s taken two years fighting them to try and resolve my quite legitimate insurance claim.

Crawford & Crawford, Medway, Kent, UK
This is a disgraceful and unethical company!
They are purely a third party mediator who ensures that their clients, like my local Council, can ensure that ALL claims are rejected and rejected basis lies! in my case a bunch of lies told by my local Council!

You supply the appropriate people with all the facts, all the evidence incl. A&E hospital discharge forms, photos of defects in public pavements, graphic photos of facial injuries sustained in a fall due to the Council not maintaining the public pathways. The Council then pass this onto Crawfords to handle, who fail to keep anyone updated, ignore emails and when they do reply it is to tell you to take a hike and proceed to go in depth about all the ways the Council are not liable under the Highways Act 1980 - herewith some of the reply I received from these incompetent fools!

Quote

Section 41 of the Highways Act 1980 places a non-delegable statutory duty on our client to maintain the Highways for which it is deemed responsible for.

Section 58 of the same act provides a legal defence to any claims arising as a result of damage to the Highway where the Council can show a
reasonable system of inspection and maintenance has been implemented and carried out.

The mere presence of a defect does not confer an automatic liability on the Council for any subsequent damage or loss that may occur. In order
for any compensatory payment to be made, from public funds, the authority must have acted negligently and or in breach of its statutory
duties owed.

As per section 58 of the Act the Council have provided documents showing the location in question is inspected on an annual basis, the last
inspection was carried out 2 months before the incident and the defect was not picked up as a safety defect.

Unquote

So there you have it folks, any lump, bump, crack, loose paving slab and the like no matter how minor will not be deemed as a "safety defect" - even though anything like this IS a defect and CAN cause accidents!

You can be safe in the knowledge that Crawfords will never honor any claim, I imagine if the fall results in death, the reaction/reply would be the same.

Crawfords can sodding well now provide the SO CALL EVIDENCE that they have, this is my right after all I had to submit my evidence!

The only reason Crawford eventually answered me is because I ensured I copied into my email in the end the main Head Office/Parent Company in the USA!

UPDDATE 2nd July 2024: So after my local Council provided the documentation it is 100% clear that YEMI BABASANYA the so called CLAIMS HANDLER did indeed commit FRAUD! The substantiating evidence that he/she was waxing lyrical about categorically does not mention the location I had my fall!!! I am now giving Crawford the opportunity to explain themselves, I've no doubt the reply will be full of yet more lies and deceit.

Given all the reviews posted with so many stating that Crawford are unethical, consistently lie and commit fraud, then its about time this organization was flagged with the Financial Ombudsman.

I for one will be lodging a complaint with them but I have to wait 14 days for Crawford to reply to me.

Subsidence in 94 year olds house. Nearly 2 years now of her being unable to keep warm due to 2 parts of house separating and leaving an inch gap between the 2 halves. Constantly chasing and always same answer we will assign immediately to contractors...yet it's never done. I feel terrible for her and am beginning to think she will die before this is repaired. We've bought her electric blankets & throws u name it anything to help her stay warm when u can't keep the heat in. Disgusting

Absolutely disgraceful conduct. They think only about saving a buck any way they can.

Like many it started well and polite updates as readings taken for subsidence. Since then it’s been delay after delay, often someone on holiday for 2 weeks so clearly nobody else picks up and then qualified person to review file is off ill. Given the size of the organisation its applying - go elsewhere

Similar experience to others on here with a subsidence claim due to a tree 6yrs ago. Service was promising to start with but overtime it has got less and less, lack of communication, loss adjustors I have lost count of how many I have been changed to and never get told I have a new case handler. Only time I find this out is when I phone them, then get told will have to wait for the new case handler to read through my case before I will hear anything back.

1st time repairs were done, few months later cracks reappeared so more movement readings were done then was told house is stable and will start to go repairs this was approx 3yrs ago. Since then we now have cracks in every room of the house.

I put in a official complaint, received a small sum of compensation and still nothing has changed the company still operating the same way. Last case handler seemed pretty good and seemed determined to end this with proper repairs and said it would all be done by July 2024 end of August 2024. It's now middle of June I've heard nothing so I phoned them to find out what was happening to be told yet again I have a new case handler and my case seemed to be "stuck", a meeting went ahead and I was assured I would hear back after the meeting. I heard nothing again ! so again I phoned only to be told that the movement readings are in question, I asked for a call back for an explanation as to why all of a sudden this is being questioned when the readings are not an issue especially when I was told our house is stable and are moving to repairs. As you can guess no phone call ! emails are non responsive too.

Like many others who have posted on here the unnecessary stress and strain you go through due to delays and lack of communication from the company. 6yrs of this is absolutely ridiculous !!