Crawford & Company Omdömen 480

If I could score them zero, I would. I am three-and-a-half years into a subsidence claim and we’re still nowhere near done. Crawford has been HORRENDOUS! First they cancelled our claim saying there were issues with an extension done to our house, which we had all the paperwork for, but they wouldn’t listen. We spent over two years fighting them on it. We spent thousands of pounds getting our own structural engineer and trial pits done. And finally they accepted that there was nothing wrong with the extension. Their contractor did their trial pits in not one but two drainage ditches! We only resolved this when we finally took our case to the ombudsmen, where we successfully fought against Crawford and Axa.

They then disputed subsidence had caused issues with our doors and windows and we had to battle them once again until they got an impartial company to asses them. And once again we are correct.

We are now fighting them on an issue with the flooring, which they say isn’t subsidence, but when I asked them for evidence of how they made their assessment, they didn’t have any photos on file and the person who made the decision didn’t assess the floors. I am still battling this.

Beyond these issues, Crawford doesn’t respond to emails, doesn’t communicate anything, makes no progress in our claim and then avoids all communications from e asking for updates.

They are incompetent and negligent and I don’t trust a single word they (rarely) communicate with us.

I had to deal with Crawford & Co regarding a claim I made via Airbnb in May 2025. I stayed at an Airbnb property that had an undisclosed boiling water tap in the kitchen, which caused me severe burns to my hand and chest. The tap looked like a normal tap. It had no safety lock or mechanism. There was no warning about this tap in the property information, handbook, Airbnb listing, or via any hazard warning signage within the property itself. As a place of business (which all Airbnb properties are) having appropriate hazard warning signage is a legal requirement under the Health & Safety (Safety Signs and Signals) Regulations 1996.

As a photographer staying at the property for a high-profile photography commission, these injuries directly cost me my work. I had to cancel the commission, leave the property after only one day, and return home to deal with the painful burns.

I contacted Airbnb immediately to explain what had happened and was subsequently referred to Crawford & Co. Their investigation concluded that Airbnb was not at fault, and as a result I received no compensation for the cost of the stay, my injuries, or my lost work. I was appalled beyond comprehension. I could not believe they were blatantly disregarding the Health & Safety legislation I had cited in my evidence. Their primary response appeared to be that “the tap was working as normal,” which was not the issue at hand. The issue was that there was no warning of the boiling water tap, and had there been a warning, this incident would have been unlikely to occur.

It is now January 2026, and the case remains unresolved despite my formal request for a review.

Their email footer states that they are “Restoring and enhancing lives, businesses and communities,” which could not be further from my experience.

This situation has caused immense stress to my mental health, and at no point have they shown any meaningful sympathy or consideration.

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!

Hvis jeg hadde lest anmeldelsene på forhånd, hadde jeg aldri tegnet denne forsikringen. Jeg tegnet denne forsikringen på grunn av lånet mitt. Dessverre forårsaket min arbeidsgivers konkurs et økonomisk problem
Jeg sendte de forespurte dokumentene flere ganger, men noe manglet alltid eller var feil og i mellomtiden var alt riktig og jeg ble informert om at alt var under behandling og litt senere det samme igjen, dette manglet og det er nok forretningstaktikken, synd med bidragene
vil ikke anbefale crawford norge

ch habe die Auslandskrankenversicherung über Advanzia genutzt – und war in einer ernsthaften medizinischen Notlage. Trotz mehrfacher Kontaktversuche mit dem Assistance‑Partner Northcott Global Solutions (NGS) wurde mir keine brauchbare Hilfe angeboten: Sprachbarrieren, endlose Wartezeiten, fehlende Hinweise, wo ich vor Ort medizinische Versorgung bekomme. Die Kommunikation lief einzig über Google Translate und war praktisch unbrauchbar. Letztlich war ich gezwungen, sämtliche Kosten – Arzt, Medikamente, Rückflug, Taxi – selbst zu tragen. Die Versicherung lehnte alles ab! Für mich klar: Diese „Versicherung“ ist keine Sicherheit im Ernstfall. Absolute Enttäuschung und ein Vertrauensbruch.

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.

De er forsikring tager til Stark
De bryder loven så meget.
Jeg kørte ud foran en starklastbil sidste år og kunne have mistet livet. De fra siger alt

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.