Crawford & Company Reviews 477

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.

Are you people actually Medically trained. IE: Doctors, Medical Professionals?

Did all they could to ensure they did not pay out our aviva claim.

Crawco's actions have gone too far—far beyond reasonable limits—in an attempt to find any pretext, no matter how trivial, to sabotage my claim. To deny that the injury constitutes an accident is an unjustifiable and shameful attempt. Whoever made that decision should feel ashamed for taking such a low approach.
Oxford: INJURY: harm done to a person’s or an animal’s body, for example in an accident.
Cambridge: INJURY: physical harm or damage to someone's body caused by an accident or an attack.

I have never experienced such a lack of professionalism as I have from Emily Dennison, her manager Christopher Lee and Kay Hodgson. They sat on my claim and did not send the paperwork to the jewellery assessor, I had to do it. Then Emily went off sick and kept vital jeweller contact info on her work phone and did not upload it to their system. So when the assessor did the report information was missing due to her failures. I requested call backs info requests from them all especially the manager Christopher who failed again and again. My complaint with MBNA was upheld due to Crawford’s failings and I’ve had it reopened due to the fact they simply are not bothered!! They don’t care, in particular this trio!!!! The insurance companies need to NOT instruct such losers and cowboys and use competent companies. I’m taking this to the financial ombudsman as I’m fuming. Emily, who went off on annual leave as soon as she was back from sick leave, is still asking for information when I have given her everything!!!! This is disgraceful and a farce. I’m taking this further. They are a joke!

Quality service
Very good communication & diligence.
My loss adjuster was always available to discuss progress & any issues were resolved promptly.
I highly recommend this loss adjuster

The subsidence claim for my property started in July 2018. The (fourth) contractor has been appointed but no work can start until the party wall letters are issued to my neighbours. Crawford confirmed that these were being drafted on 19 June but the drafting continues.
There seems to be limited knowledge of subsidence claims and the process involved within the team who answer calls and the promised call back to update me never happen, possibly because there's never anything to update me on! It's so frustrating.
I would have awarded zero stars if I could.

On August 14th, I was informed by Crawford Spain that the compensation amount had been transferred to my bank account. Upon reviewing the bank information I provided them, I discovered that a digit was missing from the SWIFT code. I immediately contacted the insurance company via email to notify them of this error. Unfortunately, I did not receive a response.

I proceeded to send several follow-up emails to highlight the issue with the incorrect SWIFT code. After not receiving any acknowledgment, I called their customer service to discuss the matter further. During the call, they sent me proof of the transfer, and it became clear that they had added letters to my SWIFT code that I had not provided.

The customer service representative I spoke with was both impolite and unprofessional. I explained the urgency of the situation and the need for immediate action to retrieve the funds. However, I was told that the transfer had been completed successfully, and there were no issues flagged in their system, suggesting that the funds had reached the correct bank account.

I have since provided Crawford Spain with four separate confirmations from my bank, clearly stating that the funds have not reached my account. Despite this, they have taken no further action to resolve the issue. When I last spoke with them, the representative raised their voice at me, insisting I needed to be patient.

As of today, the funds have not been credited to my account, nor have they been returned to the insurance company, according to their statements. Given the circumstances, I am unsure how to proceed. Additionally, I have been unable to find any clear information on how to submit a formal complaint to Crawford Spain.

I’m still waiting for ‘the subsidence team’ to attach a copy of the final survey report and the certificate of adequacy. So far it has taken over 6 weeks.Still no sign of this email….although by this company’s standards 6 weeks is nothing….

Absolutely terrible!!
Residential Line was our point of contact ref Insurance..
Then we were passed to Brit UK PROPERTY LTD TO DEAL WITH CLAIM?
Then passed to CPAdjusters, Then when i called past from pillar to post, no one ever calls back or emails. Everyone, is pleading ignorance to the claim, At one point i was told the claim has been closed!!!!!computers down, on holiday not received reports, always an excuse. So called Loss adjuster personally (Luckily i kept his number)
and he had sent report 2 days after original meeting with him in June? He then resent report and photos again yesterday 3rd Sept 2024. Can't wait to see what the outcome is going to be or what excuse is going to be used next. NOT feeling positive at all.

What a useless company, no responses, and claim has been going on for years!!!! This is a horrible company stay completely away! I'm still struggling with getting a solution.

Why on earth is a reputable company like Nationwide Building society dealing with such an unprofessional useless company. So far my claim has gone on for over a year coming up to two. And all I’ve had done is a whole dug and my patio trashed. I’ve contacted everyone from Crawford to the people they sub contact and all are as bad as each other. The ombudsman is my next step and back to Nationwide to inform them. Please if you are recommended to Crawford’s by any one or insurance don’t let them take on the work just insist on someone else.Save yourself a lot of grief.

Our claim has been going for nearly 10 years with this company despite making lots of noise. Worst company ever. Negligent. Unprofessional. Will now go to ombudsman and initiate legal proceedings.

Have been waiting for a report to be sent to insurance broker relating to a claim on a building I have a property in. Even though my flat is no where near the affected area I need this report.
Have waited almost six weeks for it and still nothing.
Thanks to Crawford I have now lost my buyer due to their utter incompetence at providing the needed information

AVOID!! I would give no stars if possible. This is the worst company I have ever had to deal with -
We have a relatively small claim but we are STILL WAITING for our claim to be resolved after 6 YEARS!!! We have complained to no avail. Crawford & Co contradict themselves and are incapable of answering the most simple of questions and take months to even respond!!!! They can't retain staff and I have had so many case handlers I've lost count. The whole experience to date has been awful!!!

These guys are super unprofessional. They come out to survey but have no clue about the job they have come to survey. They sent out a surveyor who was utterly useless. He came out with a tiny spirit level to check the levels of a patio and when quizzed turned around and said I'm not a builder lol. What a joke. Never use this company you're better off throwing your money in the bin.

All kinds of bad. They think they are legally superior but can't even carry out basic admin. Utter cringe

Daniel was a pleasure to deal with and made the whole experience a pleasure. Would highly recommend. Paul.

Unbelievably slow! In addition, their communication is non-existent. I have currently been waiting for a claim against a housing developer who drilled through my wall, twelve times, for 6 months so far!

I give one because I cant give less, terrible insurance company, they dont cover anything, they always find an excuse to avoid payment, STAY AWAY