Crawford & Company Reviews 

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 !!

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.