"been dealing with this company since…"

been dealing with this company since july 2021 got the money to repair my house never got the money for personal belongings & we lost pretty much everything !!!!!! I am now in debt because I had to max credit cards so we could have stuff to come back to the house with after being out of the house since july. I am 8 month pregnant with two kids under 5. some of us live pay check to pay check. My adjuster has been emailing and calling them and no answer. I’m beyond pissed !!!!! I need someone to contact me or my adjuster asap

"Like others I wish there was a zero…"

Like others I wish there was a zero rating too.

Tried to raise a claim, portal did not work, after 3 calls eventually got an email address to send the details into to. Radio silence, called again and they had no record of me, I ranted and the ladt explained they were down on staff and struggling with workload. Then one day later got a reference number by email with a note that they would contact me with 5 days. That has well come and gone, tried to call and no human after 2 x 50 minute calls. Good job my mobile calls are free. I emailed them with a complaint still heard nothing. I am going to contact the Financial Ombundsman Service tomorrow. I urge you to stay away from Crawford & Company, terrible service.

"Wish there was a 0 star review"

Wish there was a 0 star as this company have no customer service training. My flat was flooded and it took them 10 months to replace the floor in a one bedroom flat. The first contractor broke my granite kitchen worktop and the quality of workmanship was so poor that the next contractor thought it had not been touched. The painter they sent sploged paint every where and ruined my blinds. I am still waiting for an electrical safety vertical extension and it’s been 16 month since the flood. Russell Hine the senior surveyor is holding this up because I complained about him and the work carried out at my property. Please don’t use this company as they will cause you so much unnecessary stress in your life. They shouldn’t be allowed to operate. Zurich insurance appointed them so it’s a bad look for them.

"My car was written off in October and…"

My car was written off in October and the claim has only just been settled. Third party has admitted liability but I still have not received my excess back. Worst customer service ever. Two weeks after a promised call back I had to call again to be told that someone would call be back later that day, two days later I called again to be told that my case handler was not available, no manager available to speak to. Absolutely disgusting service. If I could have given 0 stars that would have been to many.

"Absolutely terrible customer service"

Absolutely terrible customer service. My parents have both passed away in the last three years which is hard enough, their claim was going through and now daily calls to determine status of situation. Each time someone has said they’d get back to me and guess what no one bothers! I’m expecting an invite to the Christmas staff party as I am now familiar with the various names!
It’s beyond a joke! I am no going to the ombudsman because I’ve had enough and as well as having the stress and grief of losing two parents this is impacting me incredibly. Customer services don’t bother asking for the claim number/name etc because you clearly don’t give a hoot about how your company operates and and that your staff to no accountability and your staff don’t care… after all it’s only peoples lives you are impacting!!

"Would leave lower than one star if I could"

One star appears to be the lowest I can give, but it is frankly too high. Crawford & Co are unfortunately the claims handler for John Lewis insurance in our subsidence claim. Still unresolved after 20 months and I have had to resort to making a formal complaint. It takes up to 25 minutes for them to answer the phone, no-one ever keeps promises to call back and emails aren’t acknowledged.

"wish I could give zero star"

wish I could give zero star. The feedack is also for Marsh Housing. I was very unfortunately having to deal with this company due to Council tenant who lives above my own property (I'm the owner) who decided to take a bath at 4am (December 2021), fallen asleep, bath overflown and it resulted flooded my home. Tharsika who handled my claim 5280079 didn't show any empathy, personal approach and only responded after I literally flooded her inbox. 3 months they decided that they don't take any liability for ME BEING THE VICTIM while the council tenant caused damage to my own property by her being careless, on the grounds of nuisance/negligence.I responded to Tharsika to provide me with full report of the investigation they carried out and based on what ground they came to the conclusion as I will be contacting housing Ombudsmen Services and local MP/Councilor and will make sure I spread the word across all relevant channels. Absolutely appalling service with non existing customer experience at all. Sian Bourton the manager who responded to my 3rd e-mail casually informed me that the handler is not around - Sian should be informing the handler to set out of office, although the e-mail was sent to number of group e-mails. Sian's managerial's skills are non existing and should be sent on course how to respond to customers who are the victims. My home insurance will go up - does anyone care? My room is covered in mold because of the tenant - does anyone care? The team clearly don't have any care in the world as long as they are getting paid by their customers. This also means that the council tenant can easily have another bath and flood me again while she will be living her life happily.

UPDATE - Hi Kim, thank you for your reply. The claim number is in the body of my review. I have sent an e-mail as per your suggestion and got the following respond . . . . Your message wasn't delivered because the recipient's mailbox is undergoing maintenance and can't accept messages now. Please try resending the message later. Not a great next step.

Hi Kim, I just kept re-sending it and it did send. All relevant info was re-sent to the e-mail address. What are the next steps that will be taken by your team, please? What action is being taken to settle this matter privately, please?

Thank you Kim for sharing. I hope to hear from the management team soon and discuss further.

"Disgraceful - basically left homeless"

Crawford incompetence knows no bounds!!! I have been out of my farm cottage since January while repairs are carried out to my property after storm Arwen. They have refused to find pet friendly accommodation leading to me being in a tiny touring caravan for 2 months with 2 kids and the pets. My eldest son has a chronic lung condition requiring daily nebulisers and physiotherapy. They have instructed a company called FSH to do the work who have just had delay after delay after delay, not stuck to any dates they’ve given us, just don’t turn up when they are supposed to, when they do they start at 10, take a 60-90 min lunch break and finish about 3. House has been dry since 7 March and still not a lick of paint or a wallpaper on despite them promising I could be back in on 8th April. My dad has paid out of his own pocket for a holiday cottage to get us out of the caravan for a while but that runs out on 8th April and we have nowhere to go. They know this yet again they didn’t turn up today. Crawfords just don’t respond when the agent chases things up, radio silence. It’s outrageous and callous and disgraceful. My kids and I have been treated like rubbish and no care or compassion has been shown. I am at my wits end!!!

"Stay AwayfromCrawfordsInsurance"

Unfortunately, Crawfords were the insurance company involved in our Subsidence claim.
It has taken 2 years to get contractors out, they have refused to acknowledge that Subsidence exists and are doing £4.5k worth of repairs which have been now left mid work because further damage not picked up by their surveyors before has arisen.
They have also refused to payout rent for lost time despite lots of evidence suggesting that the house was inhabitable.
Stay Away from this insurance company. They are incompetent and notorious for not paying out valid claims.

"Shocking!"

Went to Nationwide to claim for subsidence, unfortunately I was given Crawfords as my loss adjuster! A year on and I’m no closer to having my property repaired, full of excuses...sickness, emails forgotten to be sent...no contact...constantly chasing after them...emails unanswered...constantly making calls! In fact, only just got off the phone to them, I was told that my claim was going for review 8 weeks ago, instead it has been sat on their PC’s with nobody looking at it! Have now been told that i’ll be called by Friday 18th March, with an update. To be honest, I’m not hopeful as their actions over the last year fall nothing short of diabolical, shameful and “couldn’t care less” attitude. If I could’ve avoided them knowing what I know now, I would have.

UPDATE: Hi Kim, as mentioned in my post, I only spoke to Crawfords this morning airing my grievances regarding an unsent email, which failed to be sent by your colleagues. I will give you the benefit of doubt and hope to hear from you by Friday, as promised in our conversation. Thank you for your swift response, it’s the first time I have had this happen in the last 13 months of dealing with Crawfords.

Well, it’s now early January 2024 and as much as I would like to say that my house is back to “normal”. It’s far from it, another year has passed since my original claim in 2021 and my roof is still leaking which I believe to be as a consequence to the subsidence. I have had the ombudsman involved, who found in my favour over a year ago. It has taken that long for the report to be compiled, 2 x contractors who turned up without ladders and the 3rd who finally wrote a report worthy of the condition of my roof and yet, still they are saying it is not their responsibility! Feeling worn out by it all and have come close to giving up, however I will not give them the satisfaction! I agree with other comments, that the only thing that they want, is for you to give up! Lack of communication, lack of knowledge and absolutely NO CUSTOMER RELATIONS! They are a shocking company who treat you with no consideration for what you are going through! The worse thing is, they are dragging Royal and Sun Alliances name down with them! Oh btw I believe “Kim” is Ai/bot!