"BEWARE"

I have been dealing with a subsidence Claim with crawfords for almost three years. It took them two years to get engineers out to the property meanwhile the cracks got so big you could put your fist through them and see daylight outside anr my heating bills went through the roof. In march 2022 they told me the annexe needed taking down ( partially because they had left it so long to deal with it all) and I was promised they would have it all right again within three months. It’s now nine months since the demolition .
I can never reach them on the phone. You can be on hold for hours. Their automation service promises to call you back but they never do. If you e mail them you will rarely ever get a response. I have had to revert to raising complaints with Midas who they are connected with because they simply won’t communicate from crawfords. I am on my FOURTH complaint within 19 months. All of them were escalated to the ombudsman. Despite the ombudsman involvement they don’t care and don’t address anything the ombudsman tells them .

They have hired two contractors on my claim . Both firms work closely with crawfords. On both occasions the contractors forms were almost as bad as crawfords. Never turning up. Creating delays to go and do other jobs that were worth more money to them.
What’s even more frustrating the work that needs doing could be completed in four weeks easily. But they’re incapable of organising anything. It’s one step forward ten steps back with them.

I now have a building site where my property was which is infested with rats and water logged. Their contractors have just left all the building materials outside the property taking up three street car parking spaces and portaloos just sitting in the street. Neighbours have complained and still the items just sit there inconveniencing everyone. They have been there for four months so far.

I am also a disabled single lady and my disability worsened recently meaning that I need ground floor accomodation. I had that with my house before they demolished the annexe. So I have requested alternative accomodation. At least until they have put the annexe back. They have today told me they expect me to live on the ground floor with no washing facilities or bedroom. There has been zero due diligence to the fact that they’re dealing with customer who is disabled.

I have also been told in writing that the reason that the contractors have been useless is because I am a “ difficult “ customer. Curious to note that every other person on here has had an almost identical experience to me! They also tried to tell me today that because of this they would rather pay me cash and not finish the work! Due to their behaviour my mental health has also been very poorly impacted. It’s affected my income as I run an air Bnb , my living arrangements, my business, and my mental health.

I am in no way physically or mentally capable of handling a team of builders myself, getting quotes for work. And managing the work. I have insurance for a reason.

I am 52 years of age and I have never in all my life come across such a poor company. Their licence should be removed with immediate effect. They need to be reported to the national press and Watchdog should be doing an expose on them.

Do NOT under any circumstances get insurance underwriten by crawfords and ensure that you ask that when you purchase the

"Terrible claims management"

I am having to deal with them for a water damage claim which has left my property uninhabitable due to lack of a working bathroom. After a week and a half there has been absolutely no progress despite a dozen or so calls and numerous emails from me, leaving myself and my flatmate stuck in a flat with no bathroom.
Every time I call I am promised it will be dealt with urgently and I will hear from the claim handler that day but I never do.
I will do all I can in future to avoid insurers that use Crawford.

"My Ongoing Claim of 7.5 Years"

My claim has been ongoing for 7.5 years, and still no resolve. In this time my property has gone from 'very slight' to 'severe', it will have fallen into the 17.6 metres of infill underneath it before they actually do anything. They have blatantly lied to me, but as an insurance 'layman' I wouldn't have known. RSA are just as bad, and between them they will play you like cats with a mouse. What I have ascertained over this experience is that insurance really is a filthy industry.

"Worst company ever"

Worst company ever. Very rude customer services representative I’ve ever experienced. I have made a phone calls after many email ignorant. Totally rudeness.

"Incompetent employees"

My elderly mother had a terrible experience when speaking to 3 of your Home and Commercial Field Adjusters. No customer service, no manners- all blamed the other, no accountability, no sense of responsibility and all lack an understanding in communication. Clearly, ALL require further training or a different career. Please advise whether it is the norm to employ people in your organisation that do not like their jobs and are incompetent. My mother refuses to explain for the 100th time what was the issue as there is no desire for resolution on the part of your employees. It is pointless for me to provide a specific date as this went on much too long ! Sort out your staff !

"We have had a Claim ongoing for…18 months"

We have had a Claim ongoing for uninsured losses now for a year and half now because off a fire Next Door, and I have to say they are the worst company I have dealt with, customer services is sh..t, don’t come back to you, you can’t never get through by phone. Shocking service stay away!!

"Crawfords - What is going on????"

Raised a claim with AXA on 9th November. Was told by AXA that Crawfords will contact me within the next 72-96hrs to discuss the next steps.
Its now the 25th November and no-one has contacted me despite my follow up emails with additional information and call-back requests (after holding in a queue for over 25mins). What is going on?

Update 1/12/2022. Seems to be back on track with good comms from AXA and Crawford. Upgraded to 3-stars from 1. Thanks

"Appalling service"

Appalling service. Impossible to get hold of and not able to act in a timely manner when they said they could.

"Crawford is totally F*D!"

Crawford is totally F*D!
Worst company l have EVER dealt with. Never experienced anything like it in my life.
Don't return calls or emails EVER. And when someone finally picks up the f'ing phone your put on hold for so long you eventually hang up.
Even escalated our case to complaints manager and they're just as f*d. Don't think l've ever sworn so much in my life.
It's been super stressful and so time consuming dealing with their constant BS.
They're working on behalf of Allianz which are just as useless.
Why are we the ones constantly chasing this s* up????
We pay insurance for a reason!
We've spent thousands of our own money getting the house sorted after flood damage to get back to some kind of normality, waiting for these ass* to get their s* together.
Mould in the kid's bedrooms for weeks and they couldn't give a f*!
Our case has been getting handballed for months and when you finally get hold of someone, your starting from square one AGAIN. Just unbelievable.
Never dealt with such a useless, incompetent company ever.
Words can't describe how much they've f'd us off and how useless they are.

"It would be 0 stars if allowed"

It would be 0 stars if allowed. Crawfords are a disgrace for conducting the company the way they do. No ownership of cases, no call backs, kept completely out of the loop until we constantly chase and then pretending to know nothing of the case or updates they should be more than aware of. You're not sorry to hear about people's complaints and you've been provided with how to improve, yet you continue to shirk the duties expected of you and continue to ignore your customers. Disgusting! We've been told we'll get a call back end of November to let us know what is happening & when. I won't hold my breath!