Crawford & Company Reviews 480

Absolute nightmare. Dealing with Crawfords for our claim was horrendous. Led to mental health issues after terrible comms and then they kept changing their story and basically lieing to us - they knew they would just out-last our will. I feel sorry for anyone having to deal with them at all. Ended up filing an official complaint with our insurers.

We suffered a massive leak that collapsed our kitchen ceiling over a year ago and their loss adjuster proposed a remediation plan on 22/05/2025. Later on 10/10/2025, the same loss adjuster replied, "As you know the policy excess is £10,000.00. Whilst I feel that the quotes you have presented are reasonable for the works required, I am unable to make any payments to you as your quotes fall within the policy excess and none of the other parties have made a claim.?

I contested the undisclosed £10,000 excess for 'escape of water' on the block's AXA insurance policy at the First-tier Tribunal against the RMC (Azure Management Company Ltd).

FTT Decision:
"The Tribunal does not consider incurring the cost of a policy with a £10,000 excess was a reasonable outcome"

"Fortunately, such a situation is contemplated by the Lease which at Schedule 6, paragraph 2.4 states:
“If notwithstanding the extent of the risk and value as aforesaid the money receivable under such insurance shall be insufficient to meet the cost of the necessary works of the rebuilding repair or reinstatement then the deficiency shall be treated as a further item of expense under this Schedule recoverable from the tenants accordingly insofar as any such deficiency may relate to an excess limitation or exclusion under the terms of the Management Company’s insurance policy from time to time.”

Awful had the audacity to ring me on new year's eve. Are you serious?

Unhelpful and not interested.
Wouldn't recommend to anyone.
Feel really let down by the whole process as the innocent victim of the incident.

I currently have the misfortune of dealing with Crawfords on a subsidence claim. Their customer service is non-existent & they repeatedly ignore emails and fail to call back when promised.

A previous claim was reopened under a continuance (when cracks re-emerged <3 months after Carwfords declared the issue resolved..). Since then they have monitored the issue (recording substantial building movement) and there has been a major ceiling collapse. All attributed to the original problem by their own subsidence consultants - on multiple occasions.

Now the problem must be rectified they have just informed me that they will no longer be completing the repairs (leaving a hole in my ceiling) as its in their financial interests to try and get a new claim fee paid by the insurer. They appear to be claiming the ongoing issues are not caused by the original problem - contrary to their own expert advice.

Avoid at all costs!

Im currently dealing with Crawford and company. I got injured at Walmart cutting my arm . Walmart store itself was very helpful and bandage my arm and i went to medical center after that. I was contacted by Crawford and company and since then over 3 months have got nothing but run around from these guys. Next step is lawyer you cant talk to these people and they never return calls or answer any questions. All they do is say they need this waiting for this but never comes . I dont think you can deal with Crawford and company its time to talk to a lawyer and i hate lawyers just like i hate people hiding behind phones.

Horrible company. Rude staff , unprofessional people.

Appalling company with high staff turnover and extremely low standards. Three years, two complaints and one ombudsman referral later and we’re back on the rollercoaster of chaos and hell with our claim. I wonder whether there’s the potential for class action here as it’s a corrupt organisation that is not fit for purpose.

Horrendous experience! Will find any excuse to deny claim. Our 7 yr old skylight was damaged during storm Amy, the building surveyor submitted a digital report without attending our property claiming wear & tear. When challenged and escalated they based the decision on a 2010 low resolution Google image despite being told the skylight had been replaced in 2018. We had an independent roofing company and structural engineering company attend and confirm the roof, upstand and skylight are all in good condition and evidence of storm damage as reported. All reports were submitted in our appeal and the senior advisor admitted to not looking at our reports. We were then sent a generic email on how to complain. Aviva were very sympathetic and a day later we received another email stating that they agreed our 7 year old skylight was obviously at the end of its life and instructions on how to complain to financial ombudsman. I would give this company -100 stars if I could.

Absolute farce of a company. Crawfords were appointed by Royal Sun Alliance to handle a subsidence claim by mu 80 year old mum. Between making up reports, basing decisions on a opinion and not fact based evidence, ignoring phone calls, being rude when you did talk on the phone, dismissing professional advice and failing to conduct proper due diligence, and 3 years to get anything done, you just want to scream. I work in construction, and all my 30+ years I have never come across a company who are as unprofessional, illogical, ignorant, non-complaint, dismissive and technically inept as Crawfords. I wouldn't trust them to put my bin out. My mum is 80 years old, suffering from cancer. Crawfords have shown zero compassion, had to be regularly chased for actions. When asked for evidence to back up their decision they just ignore you.
It's obvious that RSA agree a cost at the start of the project, and because Crawfords have no idea what they're doing, if anything goes wrong, they have to fund it. RSA won't agree additional cost. And here's where you have the headache with Crawfords. Because of their inability to undertake adequate surveys, when things suddenly arise, they do everything in their power to dismiss it, even when it's blatantly obvious. DO NOT USE THESE PEOPLE. PUSH BACK ON YOUR INSURER IF CRAWFORDS ARE APPOINTED.

There is a review below by james black (no capital letters) entitled “A lot of complaints are from people” (I would have thought all complaints are from people?). The review sticks out a mile and has clearly been done by Crawfords. It’s the only positive review giving 5 stars on the first page, only one other review is positive? The reviewer does not refer to their claim experience and is just moaning about the unfortunate people that have to deal with Crawfords.
The response from Crawfords (we truly appreciate it and are grateful to have customers who recognise and value our efforts) was probably done by whoever really did the review. It is clear from all the real reviews Crawfords bring no value and their efforts are in my experience, and almost all other reviewers, horrendously negative. And that's when they can be bothered to make an effort.
My advice (as per my review), write to your MP and the Financial Conduct Authority. The consumer champion Which have submitted a super petition to the Financial Conduct Authority calling for action to be taken about the way insurers deal with housing claims. We need to stop companies like Crawfords operating without account or responsibility. Better still, we need to stop Crawfords operating completely.

Do not use Crawford and Company.

If they are appointed as the claim management company upon making a claim I would highly recommend taking a cash settlement instead.

I have had 3 upheld complaints primarily around the mishandling of my claim by Crawford and Company's loss adjuster.

Issues ranging from awful communication, missing critical work from the scope of works, lying about my satisfaction of aspects of the cash settlement (and the list goes on).

It took 7 months for contractors to start remediation works, and completion was delayed by 6 months to the original timeframe, all due to Crawford's mishandling!

I was even abused by one of their appointed contractors on the phone! All because I was chasing a date for them to attend the property to finish work!

Honestly they have made this claim hell, and the £1,850 I have been offered in compensation due to their mistakes is minor compared to the stress I've been out through.

My 84 year old mother submitted a claim for subsidence through her insurance company and CLA were appointed to manage this claim in early 2022. The internal/external cracks as a result of the subsidence as well as the time taken to deal with the claim have fueled my mother's anxiety. CLA failed to act once the level monitoring activity stopped in August 2024 (with no recovery of the ground level). CLA failed to manage and expedite their appointed engineers regarding an acceptable solution and the next steps. CLA have failed to respond effectively and in a timely manner to my status requests throughout 2025. I have lodged multiple complaints via the insurance company and CLA have failed to act on those complaints. CLA decided to replace the original structural engineers in September 2025, the new company reviewed the property on the 1st October 2025 and submitted their report to CLA on the 3rd. CLA have been sitting on that report for over a month with no sign of a decision as to the path forward. I have received excuse after excuse as to why the report had not been reviewed e.g. the Lead Adviser was in training; teams meetings scheduled but the Lead Adviser could not connect due to being on a train going home; Lead Adviser promising to do it on a Friday, then a Monday; Lead Adviser waiting on feedback from a "Consultant"; Lead Adviser waiting to discuss with a Regional Manner and then to top it off, an "out of office response " from said Lead Adviser indicating that they were no longer working in that department and that all correspondence should be routed to the CLA generic email address. Incompetence and mismanagement is being extremely kind. CLA have done nothing to advance this claim. The ground has not recovered and CLA have been sitting on their hands certainly throughout 2025 and did nothing following the completion of level monitoring activities 15 months ago. They now have a new report offering more level monitoring for an undisclosed period of time (aka kicking the can further down the road) OR underpin the affected section of the property - they can't even make an informed decision with two simple choices. Shocking, disgraceful, incompetent etc. etc. etc.

With an ongoing subsidence claim 3 years in and still Crawfords are dragging their feet. This company should be dropped by all insurance companies. They have caused untold stress and heath issues entirely down to the utter incompetence of all departments involved. The claims handlers never answer the phone, fail to return emails and are generally a waist of space.

They are late with payments for any and all out of pocket expenses. 7 complaints in all upheld by the RSA insurance co. and still they don't take notice.
At the time of writing this review they have just suspended the rent payments on rental accommodation two weeks after the rent was due having been paying it for the past 2yrs because apparently they didn't follow their normal procedures. If they had done the job properly in the first instance we would be living in our own house and they would not be paying anything. The so called structural engineers are downgrading the original works even after an independent survey by professional competent engineers actually upgraded the damage. `they continually fail to pass on any reports/details of so-called works carried out saying we are not the customer. In short they are a bunch of blundering idiots.

Amateurs plain and simple! I’ve been dealing with the Danish department, which turned out to be Norwegian. To cut the story short these are the ongoing and recurring things I experienced.
Customer service agent busier talking than listening.
No proactiveness to solve the problem they created themselves.
3 months gone and they haven’t solved a simple insurance case of covering a bank loan due to me being unable to work because of surgery.
It is by far the worst business I’ve ever experienced. As soon as I get the insurance payout. I am stopping the insurance.

Don't even know where to start with the level of incompetence from this company. Subsidence at our property began in 2018. Company eventually arranged for council trees to be pollarded in 2022 and after much chasing repairs eventually took place in 2024. T Now, cracks have returned - there was no agreement between Crawfords and local authority to maintain 3rd party trees at pollarded dimensions. Monitoring up to repair stage also did not take place. We have been unable to sell flat and move on and now a family of four living in an overcrowded two bed flat. Communication is also completely lacking and only get a response through complaining. The experience has been a complete nightmare.

Been off work with illness for more than 16 days with all proof and sicknotes and yet they pay me only for 4 days, very scamming company, hit you twice when you already down, shame on you, and takes them one month to reply, i have contacted the UBER CEO,

A lot of the complaints are from people that dont want to take any accountability or actions themselves.. the perpetual victims that seem to be along for the ride like passenger in their lives and expect everything to be done for them by everyone. Entitlement culture is so rampant nowadays

I submitted a claim through Crawford TPA, who handle insurance claims on behalf of Airbnb, after my host admitted to having my forgotten item (£800 value) and then failed to return it as promised.

The host literally sent a photo of the bag and wrote that I could pick it up or he would send it. Then he stopped responding entirely, and I never got the bag back.

After 3 weeks of delays, emails, and repeating myself, Crawford rejected the claim, saying:

"The host is under no obligation to return forgotten items after checkout."

This is ridiculous. It ignores the fact that:

The host confirmed possession of the item

He promised to return it via post

I contacted him the same day — April 9th — not weeks later

Case number: #25875038
Contact: Abigail Squires (Crawford TPA for Airbnb)

This is a shocking excuse to avoid responsibility, and it shows the insurance process is meaningless if the host can ghost you after confirming he has your lost property.

I’ve lost valuable personal items, and no one — not the host, not Airbnb, not Crawford — took accountability.

Never again.

I am pleased with Crawfords. A few weeks after the estimate was presented to them our claim was settled in full.
I made a few calls to customer service to try and speed things up and was pleased there was a speedy response on the phone each time..I was actually called back too. Satisfactory experience.