Crawford & Company Reviews 481

Where is the zero star button? Useless, incompetent, lazy, glacially slow. These are all words I would use to describe any company who is 10 times better than Crawford.
If they are assigned by your insurance company (and unfortunately because they are cheap and will delay anything that costs the insurance company money) they probably will be then run far and run fast.
The staff turnover is the complete opposite, it is constant, good luck getting a consistent point of contact.
Four years since they started the 3rd occurence of subsidence and it is still not complete. They are currently chasing me for another excess payment which I proved to them is not due.
They are refusing alternative accomadation while the work happens, suggesting instead I sleep in the lounge and ignoring the fact that two members of the family are asthmatic. I have had no communication for 6 months until I insitgiated it again. If you are unfortunate enough to find yourselves in the incompetent Crawfords expect to have to step in and chase all parties to get anything done. Heads up, when you speak to contractors they will share your frustration.

Reply to Crawford reply below.
Rubbish, you couldn't care less about mine or anyone elses experience. years since you started to make my and my families life hell and you continue to ignore, delay, lie and be incompetent. Every email to you has to be chased, and then complained about for no reply, telephone calls are always unanswered and every manager is always in a meeting, yeah right, more scared to face your customers more like, spineless, inefficent, lazy and disgraceful.

We raised a home insurance claim via aviva which ended up going to crawford and co as the external loss adjuster. Let's just say the process was slow! The adjuster we were allocated required constant chasing and took him months to resolve. The had various quotes for the work to be done from us very early on in the process and they did not even look at these until the end and they discounted them from the process. The loss adjuster was nice enough in person but once not on site useless and needed constant chasing and following up which him and everyone else at crawfords ignored.
He would say one thing do another. The process was very stressful. It was a full time job chasing them up to do their job. Do not recommend and if you do get them buckle up.

Absolutely the worst insurance claim experience ever from Cecilie in the Norwegian office representing Bank Norwegian.

The case handling is beyond dysfunctional to put it blandly. Probably intentional to make the customer just give up.

Seriously, steer clear of Crawford / Bank Norwegian or be it at the expense of your sanity. The case handling is a veritable joke!

Horrific experience with this company. They say they call you back but never do and belatedly lied about payment before being made as I still have not received payout from insurance. Be aware this company is very bad and extremely poor at customer service.

The adjusters this company has working for it lie and scam small companies. Rob Foster
Says thank you for all the work you do and tells you what is needed and when you do everything he asks he changes his story and starts requesting more stuff knowing you won't be able to provide that way he doesn't have to pay invoices. This company lies and scams small businesses.

As with a number of reviews, it is unfortunate that a zero star or minus stars cannot be awarded.

Crawfords have been "dealing with" our subsidence claim since 2021, after we had the previous loss adjusters replaced because they used incorrect data references.

Crawfords will of course drive the work to the lowest possible level - for example, using arborists with the lowest level of technical qualification which does not include subsidence. We challenged the arborist's report but never had answers.

At one point, Crawfords alleged that drying out of the clay substratum was due to natural tree root grafting between our apple trees. After much research I pointed out that natural root grafting is extremely rare and there are no reported cases involving apple trees. Crawfords in-house "expert" arborist then quoted from Wikipedia about artificial root grafting between closely related (but not the same) species - irrelevant and a waste of time.

We had level monitoring for 15 months. Crawfords said that the property was ready for repairs and then backtracked. They offered a scheme of repairs that would not be effective and lasting, and said that a deep level datum should have been used, despite each monitoring report (including the initial set-up) clearly stating that a manhole cover had been used as datum point but if that was not suitable Crawfords were to advise the monitoring contractor. I was told by Crawfords that their consultant overseeing the monitoring reports had a qualification in HNC Civil Engineering and had also specialised in subsidence for the last 32 years.

The Lands Tribunal decision in Chubb European Group v London Borough of Enfield in February this year is a clear demonstration of Crawfords' inability to interpret technical data.

And now we have had the revealing admission by Crawfords that " From a subsidence point of view, we rarely need the input of structural engineers."

You will need to investigate everything that Crawfords come up with and challenge it where necessary.

We are now on round two of the monitoring, and wait for the results of trial pits/boreholes which Crawfords should have commissioned when they were first instructed by Aviva.

And yes, we did complain to the FOS after Aviva lazily rejected our complaint. We had an award of compensation and Aviva agreed with the investigator's conclusions, but no apology whatsoever from Aviva or Crawfords.

Should Crawfords respond to this, please do not use the expression "reach out", as if those dealing with it are suppliants of a minor deity and begging a favour.

Ask for the qualifications of anyone who calls.
Crawford commissioned a structural survey for me from a firm of Structural Engineers.
It would appear (and please Crawford's correct me if I am wrong), that the person sent out who did the report was not a structural engineer. Further, it would appear, (please Crawford's, again, correct me if I am wrong), the report was reviewed by someone who also wasn't qualified to do so, at Crawford. You are supposed to be an accredited Company specialising in Subsidence claims.

If this has/is happening to you, please take the time to write a review.

I am getting calls back now on a regular basis from Crawford Customer services after nearly three years. The very helpful gentleman concerned, I feel, will unfortunately have an uphill struggle to converse with anyone qualified at the Crawford Subsidence Division of his Company, and suffer let downs of promised updates and replies. I'm pretty persistent and I'm nearly three years in to the standard email response (if you've been there, you know what it is).

CU Crawford have employed the same "experts" used on my claim as in the Land's Tribunal decision in Chubb European Group v London Borough of Enfield Feb 2025. Thanks for that info.

If your insurance company assigns you to Crawford, run!

Ask for a new company to work with. Crawford handled my hail claim and hired a restoration company who hired a roofer. As you can guess, things were difficult with this many layers, but when the roof leaked and continued to leak, I really felt abandoned by the Crawford agent.

Don't go with their recommended restoration company. Take the insurance money and hire your own person.

We finally have our home back after a really hard nearly 8 months ! . Crawford and co have made our journey bearable in my opinion. They have cooperated with us throughout the process and I want to say a big thank you to everyone there myself and my family really appreciate it and we can now move on with our lives . Mrs Baugh .

Appalling beyond words is a great description about this joke firm. Appointed by lloyds they came out and asked about a burglary , there wasn’t one just a leak through the roof. They appoint a firm to send drone up. Results back in one say . They haven’t progressed the claim because someone is off sick 3 weeks great company well done . Shame on you Crawfords and shame on LLoyds appointing them total shambles

I reached out but no answer

Our claim for subsidence was started in Feb 2019. Six plus years later and with a house that has deteriorated do badly that we are unable to use our main lounge. The patio door to our garden is both unusable and causing drafts into the main lounge. One of our two doors into our house is stuck so unusable. Our kitchen cabinets are out of alignment. We have had rats entering our house due to suffixes pulling away causing gaps into our roof. Crawfords totally uninterested in these issues and we are no nearer a fix to our issues.
They and RSA are just a terrible awful company not interested in customer satisfaction.

Literally the most atrocious company I have ever come across. We had to ask our insurance providers to cancel our claim with them and change to a different adjuster because in the space of 3 days from being initially instructed they told us two dates an adjuster would come to our property for a non fault incident. Both dates were wrong, accused us of lying and not listening to what they told us then it turned out they hadn’t even booked any visits at all.
Rude, clueless, totally useless.
The people on the phones are completely patronising and vile. Have caused ridiculous stress for an already stressful situation.

If you get appointed them by an insurer, categorically advocate for your own wellbeing and say you wish to have someone else appointed.

To think there are people here who haven’t had any help in years doesn’t surprise me one bit. They can’t even book a basic appointment in a Teams Diary.

By the way / they charge you to call them from a mobile phone, and you’ll be calling non-stop because they are so flipping useless.

JUST. RUN.

I was passed to these folks through my insurance company to deal with a subsidence claim. I repeatedly asked my insurance company to move to a different loss adjusted, but they couldn't.
1. Their phone system is terrible. Getting through to them always took a minimum of 10 minutes on hold, listening to "we have an unusually high number of callers....". If it goes on for months, you don't have unusually high numbers. You simply don't have enough staff.

2. My claim was open over 2 years. They kept saying it was complicated, and difficult and long. It was only those things due to their incompetence, lack of record keeping, disorganisation and no ability to keep track of multiple contractors visiting. It would seem they have no surveyors or workmen on their books, so therefore must outsource everything - leading to delays and unfamiliar people at every step.
3. My cad was finally resolved, with the incorrect reason (drain leak) put on the final certificate. I simply couldn't be bothered to get the paperwork fixed. RSA (and anyone else who uses them) should be embarrassed to be associated with this firm. They clearly had no SLAs in place with Crawfords, as they would have broken every single one.

This company is horrendous! I have an open claim with them that is over 500 days old! They are terrible at their job.

I have had the pleasure of 6 claim handlers, all as useless as each other. As much help as a turd in your pocket.

Approx one year after the claim started, they informed us that the building developer which had damaged our home were not appropriately insured. When probed for more information they informed us that they knew this information but failed to share it with us ,6 months into the claim. During this time the building company continued to damage our home. I could of applied for an injunction to stop the work.

You are an embarrassment!

Case ID - 202405887 Claim Reference: 5338878 [REF/J3/re/VZ/Ey/]

Crawfords did contact me. I asked them to answer a few questions I asked two months ago. Three full working days later and still nothing! Additionally, they have told me nothing new about the insurance claim. Why?

Any other job in the world and they would be fired. How can you be so incompetent!

Asked them for thier Orias number as they decided to reject my claim and complicate the situation with the evidence I presented. When asking for Orias number one of the employees says she did not know and would not as anyone for it and that I should email them. I then asked her for name and she hung up the phone on me. This company is dishonest and disgusting

A very big thank you to David (painter) and Karum (plasterer) for the wonderful work they have done in fixing my home (Burwood East VIC ) after water damage. They were both so respectful of my furniture and their work was exceptional. They were both a pleasure with their friendly nature and hard work. I can definitely recommend Crawford Trade Group Again many thanks David and Karum.

cant put -5 = 1 Star is too much.

i had accident my car took damage and the one who was at blame had insurance handeled by Crawford&.

even im just claiming i have to call and ask for each steps.
no info has come from them i have to ask whats happening.
this kind of case takes 1-2 days for
legit insurance professional companies in our country and this sorry excuse for "insurance" company has taken over 2 months and still no end.
How can this company still be operating?

and Payments still pending near 1month since car papers were done.. i mean they have had 1 month time to pay with all paper work done.
i quess ill have to take them to court.

Avoid !

Minus 100000 in experience. I decided to refuse my travel insurance and got a reply that it is cancelled and the return will be issued within 30 days. It has been 44 days now and when I wrote them again 2 days ago - received no answer. I would understand if a message was sent that Dear Customer, please reserve 1-3 working days to proceed with your issue... but no. Nothing.

Awful company, will completely manipulate your claim to avoid paying out by all means. Definitely avoid if possible

Appalling & uncaring organisation. Took almost 3 years to resolve a mild subsidence claim.Shockingly Poor & chaotic communication throughout the process.
Crawford’s please do not bother to respond to this review with one of your disingenuous replies.