"Even with the involvement of my…"

Even with the involvement of my insurer,RSA, an Ombudsman investigation and their own Customer Services, Crawford's Subsidence employees cannot be bothered to respond to their Customers in a timely manner. It must be time to consider Crawford unfit for purpose. Ask your insurer to employ a different Company to oversee your subsidence claim.

"Unfair treatment of customers "

If the few and sparse reviews here that are above 1 star are even genuine and for subsidence (they don’t mention subsidence), then it shows a severe unfairness to how customers are treated by this shambles of a ‘company’. We had such an awful experience, including coming across what presented as the lowest IQ in some people that I have ever come across, it’s not fair to try to even start to drown it by saying some customers didn’t have an awful experience, whoever it is writing that. Are they execs, internal Crawford ppl or celebs or an ombudsman or soemthing else with connections?
I note none of these reviews above 1 star are subsidence though, which also doesn’t do the consumer justice to even claim subsidence claim handling is anything more than 1 star at best ever at this shambles. Why can’t all customers be treated decently and fairly then!!!?!!! (Another fca regulation there…)
We are way beyond discussing concerns with customer service, it still couldn’t help ever with many attempts while our claim was still stuck with this shambles by our insurer. Finally it’s in far far better hands elsewhere and our insurer has even ditched their contract with Crawford.

"Positive feedback "

As I have mentioned before, not all reviews are negative! We are literally near the end of our claim and we have been treated with respect throughout. I don’t think a whole department should be negatively mentioned as we found the people involved in our claim polite , and really helpful. Credit where credit is due at times . Thank you for the consistency and help we have and are being given . Lisa

"Crawfords Testimonial"

Crawfords Testimonial

Where to start! This has been a 7 long year ride with a lot of bumps along the way. To be honest I have very mixed feelings to how I have been treated over these years with varying degrees of clarity and care ..

The culmination of a phone call in early 2024 to say they had finished monitoring and wanted to come and do the superstructure repairs and redecoration. I said I would like the details of the ombudsman as I was not happy that they were willing to go to repairs without taking out the tree tree or even the mention of a tree root barrier, within the hour I had a call back from Giles Carter …. Who said they would do more than the internal superstructure repairs and then things really got moving, within months Ealing council agreed to take out the offending tree and my house was on its way to full repair. For this I was finally very grateful to get the service I felt was expected instead of being fobbed off with minimal repair.
I am very grateful for the help Giles Carter provided and his Professionalism. Giles Carter gets 5 Stars, however my overall experience before he entered the picture 2/5

DP West London

"Wir mussten aufgrund einer schweren…"

Wir mussten aufgrund einer schweren Erkrankung meines Mannes unsere Kreuzfahrt abbrechen. Mein Mann wurde zuerst auf dem Schiff im Hospital über Nacht behandelt. Im nächsten Hafen wurde er sofort mit dem Krankenwagen ins Hospital gebracht. Es wurde uns vom Arzt erlaubt nur an diesem Tag mit dem Flugzeug nach Deutschland zu fliegen und sich sofort in die nächste Klinik zur Weiterbehandlung begeben.
Er wurde direkt vom Flugzeug mit dem Krankenwagen ins UKE gebracht. Dort musste er längere Zeit bleiben. Wir haben alle Unterlagen die gewünscht wurden an die Versicherung geschickt. Es handelt sich um die Krankenberichte vom Schiffshosital, Krankenbericht vom Hospital Teneriffa und den Krankenbericht vom UKE. Bescheinigung über den Abbruch der Reise. Diverse Formulare von der Versicherung ausgefüllt und eingereicht. Die ganze Angelegenheit zieht sich schon seit 5 Monaten hin und die Unterlagen reichen immer noch nicht. Ein ganz unseriöser Verein, absolut nicht weiter zu empfehlen. Wir werden jetzt einen Rechtsanwalt einschalten.

"Disaster Zone of Incompetence - Reference 5352483"

Crawford & Co are the epitome of claims management made entirely difficult just for the sake of it! The incompetence is simply staggering and setting aside the platitudes its quite clear claims fall into a black hole the minute this lot take them on! Let's just be clear, their job is to screw you and let you think they are doing you a favour!

The history, CrawCo's insured decided to pass this matter to them in January 2025, he'd managed to damage our property during a delivery on behalf of Amazon in July 2024. Amazon and Arc their claims handlers were given clear video evidence of their insured dropping the parcel, that he insists he only ever delivers to the front door, behind our electric gates. They confirm who he is and indeed that he is at fault!!! He knew they were electric because he was standing on the steel cover to the mechanism at the time he put his hand through the gates and dropped the parcel, knowing full well they would open onto it once activated, the lack of common sense has not escaped me either!

CrawCo have received a full file from Arc/Amazon, but I am asked to submit all the evidence again! I do on 7th January, the day after they contact me.

90 days of investigation later with zero case management feedback and I am told today that the insured insists he has delivered to the door, despite the video clearly showing him, his VW Grey Transit with his registration number on it. So how exactly as a claims handler do you feed this back to the claimant when the claimant has given you first hand video evidence of him putting the parcel through the gates! The insured isnt saying 'its not me', he's not saying 'I don't deliver on behalf of Amazon' and neither is he saying he didn't deliver the parcel?

This isnt rocket science, this is just basic common sense and when it becomes clear your client is lying at what point do you say 'well the video doesn't lie sir...'. Thus far CrawCo are 'currently awaiting further evidence', what would that be precisely and when you ask them that very question you are greeted with radio silence!

Having complained to Customer Dont Care they have been equally inept. Whilst I expect a claims handler to need to do some investigation, it strikes me that 90 days to conclude that you didn't actually send the video to your insured and ask him 'is this you' might have been a good place to start? Neither does that take 90 days! So unless the insured has a picture that clearly shows he's delivered the package with my front door in it, I think hes got to prove the existence of a doppelgänger, driving his van with his registration number dropping the rice cooker through the bars and onto the driveway, at which point id like to see the police report where he reports this imposter and his van as stolen!

Despite my brevity, this isn't funny, this is just a simple exercise in exhausting the claimant to the point they give up! Not happening! We are owed over a thousand pounds in damage to the gate motors, and this incident occurred 9 months ago. There is one thing representing a bare faced liar, there is another peddling his lies to someone who knows better. Thus far today silence from CrawCo as they digest the fact that at no point have they declared they have sent the insured the video, or the stills from that video that are clearly of the insured. Oh to be a fly on the wall!

Now CrawCo are going to have to add interest to my compensation and disclose their regulatory authority because I'm going to press this to the bitter end.

Lastly CrawCo, don't add the usual 'we'd love to hear about your customer complaint by emailing us at .... been there, done that, and they are as useless as the Claims Team!

"This must be topping the charts in…"

This must be topping the charts in terms of insincerity, obfuscation and nonsense. Ten days after a clear expression of my views on treatment by this company, I get a message saying they want to ‘reach out’ to me so they can better understand customer concerns. If they are not cynical they are very unintelligent, because customer concerns have been clearly set out.
Very clear; the concern is that Crawford has no interest in having the damage done by the insured redressed. Its only interest is minimising the compensation paid to the victim.
If there is a human being involved in this, on Crawford’s part, would he or she please refrain from the nauseating process of ‘reaching out’. I will assume that further reaching out will prove there is no human involved.

"If I could give a zero then I would."

If I could give a zero then I would.
I’m so lost for words!
Back in October 2024 it transpired that my beautiful air BnB converted church was being used as a marijuana farm and the guests have trashed it! Holes in the roof for the vents,rain is pouring through, hundreds of pots, watering the plants internally so the mould is off the scale, entire roof space filled with fertiliser and more pots, carpets are ruined, it’s basically destroyed.
Air BnB use Crawfords for their Host protection. All seemed to start off fairly well? Apparently it was quicker if I found contractors to provide 3 quotes, which I did. Quotes came in between £90-120,000 for the repairs.
Finally in February- offer me just over £25,000. I question how on earth I can get the works done for that? Made me feel like I was scamming them?
The scaffolding alone will be not far off that offer figure as being an old church the ceilings are so high!!
No clarification of how they got to that figure, don’t reply to my emails, never answer the question. Air BnB keep saying they will go back to them- never get anywhere and still no details?
Asked why I had to find the contractors? Asked them to deal with it if they think they can find someone to do it for that? Guess what? No replies?
In the meantime it’s costing me £2000 a month, no monies coming in as uninhabitable and before you know it my roof will cave it?
Thanks Crawfords for ruining someone’s life! You don’t even deserve a 1 star.
I will keep fighting!!!!!

"Poor service! Avoid at all costs."

Crawfords customer service has been extremely poor. My subsidence claim has been going on for 2 years and 4 months.. the claim has been poorly handled, there has been an extreme lack of communication throughout the whole process. I requested to speak to a manager and they still did not reply 5 weeks after the request despite sending further emails. Appaling service and a complete lack of consideration for the customer.

"I cannot Give 0 review which is what…"

I cannot Give 0 review which is what Crawford deserves. Crawford were investigating a loss and the loss adjuster that I won’t name just yet went Far and Beyond and I mean literally went out of there way to find something or anything to decline the claim. The claim took months and each time we gave Crawfords what they asked for they asked for something else they were never satisfied. We were told at one point by the insurers Axa the claim transferred to LMG JEWELLERS to conclude a few queries and the report was sent to the insurers by LMG but Crawfords loss adjuster said no they have more queries to verify…..so there investigation went on and on and on until they eventually emailed to tell me that they declined the claim. Crawfords were given every information asked and that was possible to supply then Crawfords asked for an assessment of risk meaning I needed to list every single item in my home and I mean everything when I refused they said I did not supply what they wanted. Basically they wanted to know everything I owned down to my cutlery. Who could or would do this. So something we were insured for got declined and did instructed the insurers what they thought the right decision would be so the claim was declined after months of stress and anxiety….. our worse experience we’ve ever had. I will eventually name the loss adjuster. They use there power to play with people’s lives. Steer clear ….. I will reach out once more to Crawfords customer services as I escalated my complaint to the manager but no change in there agreement with each other.