Crawford & Company Reviews 477

Update: Yet again, this company has failed to keep their promises. After my initial review, I was told I would receive an update on my case no later than Friday this week. Unsurprisingly, that day has come and gone — and I’ve heard absolutely nothing from them. At this point, the level of disregard and unprofessionalism is not just disappointing — it’s genuinely absurd. No serious company should operate like this.

Couldn't have asked for more.
After a flood at our property while we were out of the country, Crawfords we're appointed at LA. Initially, probably because we were 5000 miles away, things moved slowly. This disaster couldn't have come at a worse time in our lives and because of it circumstances, Steven Smith was appointed to deal with our case.
Steven couldn't have been more helpful and professional throughout a very stressful experience. Steven gave advice when required, arranged payments promptly and held the whole rebuilding process together, especially when I was getting more and more stressed with the awful builders that were appointed to our job. Even through the work isn't complete and I'm not sure if it ever will be, I just want to say I'm very grateful.

Callum from Crawfords arrived today to do an air test in my home.
He was fab, super thoughtful and professional.
From taking his shoes off without being asked to explaining what he was doing and doing his job politely, agreeably and competently.
Highly recommended.

VV, HC and all the other long suffering poor souls who have had the misfortune to deal with this company, I urge you to get in touch with the ombudsman.
I have escalated my complaint again after suffering at the hands of these incompetents.
My claim started back in 2017 as we had been advised by our builder, the cracking to the rear of the property looked like subsidence.
Crawfords came and told us it was most likely the drains...no monitoring..no investigation to the drains because it was a shared drain and the responsibility of the local water authority.
Seven trent came and did an inspection. Although they couldn't find anything major they re sleeved the pipes just to be sure.
Crawfords then sent out John's of Nottingham to assess what repairs were needed.
Now at this point I want to stress we do not hold John's responsible in anyway for this ongoing saga, they are there to do the job they are told to do, the cheapest way possible. They even told me the whole outlay at the back should have been rebuilt because no amount of repointing was going to solve the ongoing structural damage. But Crawfords thought different.The roof structure was such that said roof was no longer sitting on the wall plate which had to be raised. In the months they were on site the house has moved so much to the point the back door could no longer open to let them in. This was replaced after more arguments. So many issues but 2 years later with delays lack of comms and many many many phone calls they provided us with the "structural adequacy cert" REMEDIAL works were finished time to breathe a sigh of relief? Oh no no no.
Fast forward 11 months and the repointing had cracked again...even wider than before and the whole tearful,bloody frustrating drama starts again.
You have to shout to be heard and this time we had monitoring, drain inspections a plenty, two reports saying it had collapsed another saying it hadn't?? Now they want another one!we have had So many drain inspections, I'm on first name terms with the drain engineers. (Who by the way say the drains are in great shape and cannot see any problems)
So the saga of Crawfords/AXA continues and I will keep writing my 6 monthly blogg to keep you all updated.
If you don't hear from me again by Christmas it's either the house is finally finished (unlikely) or I'm lying under a pile of bricks. (Probably)

The worst company i have every dealt with. Why Allianz pays these people is beyond me. POOR CUSTOMER SERVICE. Poor work ethics, rude, inneficent. They just don't care that your a paying customer. The sooner they get the sack the better. Currently over 7 weeks in and still waiting for a make safe. Any other insurance company would have that sorted in less than 48hrs. What a joke!

We are both retired and in our 70s, and we are now over 3 years into our subsidence nightmare. Crawford is the loss-adjuster handling our buildings insurance claim. Our complaint is now with the Financial Ombudsman.

Crawford told us on 24/7/22 that our claim had been accepted by our insurer and sent us a brochure about their “service”. Nothing could be further from the truth.

We were told that Crawford would investigate the causes of the damage, take steps to mitigate further damage and then repair the damage - target date for completion was April 2023. It sounded so convincing!

Crawford has been reluctant to engage real subsidence experts - structural engineers. Crawford do not employ any, but claim to know better.

The investigation failed to fully assess the damage and its causes. The mitigation plan did not stop the rapid structural deterioration at one end of our home. It took Crawford 18 months to involve a structural engineer, whose report was not dissimilar the report produced 18 months earlier by the structural engineer, whose report we paid for, and which prompted our claim.

The damage only got worse with all the delays and indecision. Another 18 months have passed (3 years in total since we were originally told that the building required urgent under-pinning), we are still waiting for Crawford to agree with our insurer the scope of the work, let alone to give us a start (and finish) date for the work.

Crawford control the flow of cash from our insurer, but do not employ sufficiently experienced and competent people to manage claims.

Crawford totally under-estimated the scale of our subsidence damage, and the risk to our home. Crawford originally proposed NO substructure repairs, but now everyone is telling us that one end of our house will need rebuilding on new much deeper foundations. Even the contractors appointed by Crawford agree with this.

The potential cost to our insurer must be astronomic! Our home for last 38 years is falling down, and our patience is exhausted. In over 50 years, I have never come across a business as negligent and incompetent as Crawford, who only give 1 star because we cannot give them no stars!

I wanted weeds removed from part of my garden.They never came until afternoon I had to phone to see if they were coming as they didn’t bother to say it would be an afternoon visit.
They used a rotorvator left all the weeds around the sides and around the shrubs I had.Should have used a hoe.They left weeds some still growing others loose and stones everywhere.
They didn’t ask me to check the work just said they were done and left.
When I told Amy who organised it that I was not happy with the work she said after I paid the bill they could come back and put down compost as if that would get rid of weeds and stones.
Very poor work would not call them gardeners.Seems they are more into doing big projects.
Would NOT reccomend

They chase me to get back to them, I phone them and nobody from the right team is ever available, they don't phone me back or even send me the confirmation of an appointment (they said they'd book it in with the right team and then email me - four calls later and no idea if anyone is coming).

Gina was unreal to us the rest of the staff I would give a 5 but Gina was so kind and caring

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

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!

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.