"Customer services and crawford ignoring me where it suits and no one in charge of our claim "

UPDATE 2: I am all for some positivity when I actually get it, so updating that yes on the same day as below I was finally allocated a claims handler and given an explanation from one of the (sadly few in my experience, wish I had experienced more) competent people at Crawford. Let’s hope this kind of arrangement lasts and holds for the remainder of this claim. It’s sad what lengths I have had to go to to get the claim out of nobody’s inbox but when it does happen (been several times for us) we do see the occasional competent person, just need to get to them (or anyone at all!). Now let’s hope this fix lasts this time!

UPDATE: the response below from Crawford is not factually accurate. I still don’t know who in Crawford is our go to person for our claim, who will actually respond. And I still don’t know what is going on with the claim. And no these were absolutely not resolved. Yes someone spoke to me and other things were done but no these main points are continuing to be ignored. Pls read the email carefully every line not just what you want to read and ignore the rest

Nobody at Crawford is in charge of our claim it appears, and customer services also ignoring my complaints and emails. Please don’t ask me here again to just contact customer services as it’s ignored - please refer to the customer services email inbox for our complaint sent in on 27 November at 9.15am, asking for anyone with any clue what is going on with our claim to please tell me what is going on and what next steps are. Please check your emails and actually action this and not just refer me back to the customer services email address where my emails are ignored.
Ps - my name here is my initials if that helps you find me and action my complaint and request that you at customer services have not done since 27 November at 9.15am when I sent it.

"Water escape 23rd Sep 2024"

Water escape 23rd Sep 2024, requested dehumidifiers when Aviva called me back, never heard a thing despite knowing that dehumidifiers are only useful within 42 hours, carpets flooring in bathroom dried out in situ, breakfast room ceiling half collapsed, now moulding , it’s now 19th Dec , trying to speak to anyone is impossible but today after many calls to both Aviva and Crawfords I’m assured a call will be made to me to arrange furniture wrapped & removed to storage so carpets can be removed so flooring can be inspected for possible rot and flooring quotes can be got.
Arranging for quotes from our own builder to remove all bathroom and flooring , inspection report incase further damage found to joists etc .
We’re certainly not at all impressed with Aviva or their chosen Assessor's etc
Hopefully repairs etc in January 2025 🤞update then

"If you hear their name, run…"

Without doubt the worst company I have ever dealt with. A flood at our offices has damaged five-figures worth of equipment and caused a lot of disruption. It took Kay from Crawford 6 weeks to come and visit to have a look - obviously the damaged contents had been disposed of because the Landlord’s professional buildings insurance came in within days to begin drying and repairing the building. We explained that they need to be quick, but we didn’t hear anything so advised they wouldn’t see anything when they visit. Following their visit, several weeks on, we’re now being told our claim has “inconsistencies” and Kay is now jumping to conclusions suggesting certain items weren’t damaged or present, without any facts or evidence to back up the opinion. We’re 60+ days post-flood without any sign of cash, but we’ve had £500 of compensation from Allianz as an apology for how it is being dealt with. I’ll update my review if we ever see the end of this claim. Oh, and at the bottom of their emails in the signature it says “Restoring lives, businesses and communities”. Ha.

"TitleFraudulent Practices That Betray Policyholders"

Title: Fraudulent Practices That Betray Policyholders

My experience with Crawford & Company and RSA Insurance Group is a clear example of real fraud in the insurance industry. Over four years, they have deliberately fabricated documents, manipulated processes, and ignored independent evidence, leaving me fighting for fair treatment. Key examples of their misconduct include:

Fraudulent Certificate of Structural Adequacy (CoSA): This document falsely attributes vegetation as the cause of damage, claiming: "Mitigation action included removal of the offending vegetation. This was taken on the advice of independent Chartered Structural Report to remove or minimise the cause of damage identified under Section 2 above." This statement is completely false for the following reasons:

FACT 1: The ash tree was felled in 2021 as part of early mitigation efforts based on initial subsidence investigations.

FACT 2: The Structural report was conducted in 2023, two years after the tree had already been removed.

FACT 3: The report did not and could not identify the ash tree or any vegetation as the cause of subsidence because:

The tree no longer existed at the time of their assessment.

The report focused on structural and subsidence-related causes, highlighting the need for proper monitoring and further investigation of subsurface conditions.

This fabricated CoSA was used to dismiss critical recommendations and avoid accountability for addressing severe structural issues.

Fake Documents: Critical records, including the Schedule of Works (SOW) and Forms of Acceptance (FOA), were backdated and fabricated to misrepresent compliance and hide systemic negligence.

Manipulated Complaints: Complaints were created without my knowledge to justify delays and obscure the facts, a tactic designed to avoid accountability.

Ignored Evidence: Severe structural cracks, exceeding 20mm, were dismissed as minor issues, with only superficial repairs offered. Meanwhile, my neighbor’s property with identical issues was properly repaired and monitored.

This isn’t just incompetence—it’s a deliberate attempt to defraud and silence policyholders. RSA also violated data protection laws by failing to provide key records in response to a Data Subject Access Request (DSAR). Missing documents included FOAs, financial data, and emails addressing critical procedural complaints. RSA’s lack of transparency obstructs accountability and highlights systemic data mismanagement, in clear breach of GDPR regulations. By fabricating documents and ignoring independent expert findings, RSA and Crawford have demonstrated a shocking lack of integrity, professionalism, and respect for their obligations under industry regulations.

Demand for Action:Policyholders like me deserve better. RSA and Crawford’s practices should be investigated immediately for fraud and regulatory breaches. These companies exploit vulnerable customers and betray the very trust that underpins the insurance industry.

If you value transparency and accountability, avoid RSA and Crawford at all costs. They are not just negligent—they are actively working against their own customers.

#InsuranceFraud #RegulatoryBreach #DemandAccountability

"If only we could give negative star…"

If only we could give negative star reviews! Shameful. If you get allocated Crawford and Co as your insurance adjuster, REQUEST SOMEONE, ANYONE ELSE. And if the adjusters name is Kial Stanley, you are in for a major disappointment. In short, after 12 months of BS, we found he had done NOTHING! He lied to our insurer Allianz, lied to us, and was more often than not, unreachable by text, phone or email. He was rude in his email to us after we asked him for an update. Allianz ended up raising this to an urgent priority through their management - nothing changed. I then threatened going to A Current Affair, contacted the Crawford and Co Australian GM, and a week later they the told Allianz they were not interested in the rebuild and offered a low ball payout figure dated 9 months after the incident that we have previously never seen. After I did all the work documenting rebuild and loss costs by myself, and forwarding it to Allianz - magically Crawford and Co approved another $170,000 on top of the original quote. Talk about getting screwed. Allianz also mentioned the difficulty they were having getting anything out of Crawfords, in particular, Kial... 14 months in total to even get an answer.....

"One of the worst companies I have ever…"

One of the worst companies I have ever had the pleasure of dealing with.
My claim has been going on over a year and they carnt still resolve it qoutes sent in for work no one gets back to you for months dealing with Chloe and sean !!!!!!!

"1 star is 1 too many "

1 star is 1 too many
Our subsidence claim has been going on just over two years.
Six month hold up at the beginning due to them ticking the wrong box.
Second complaint is with ombudsman.
No contact, ignoring us, lieing about actions they've not taken.
Moved us into temporary accommodation and now they've stopped paying for it.
Moved us out Oct 18th for six weeks while the work was to be done.
As of today it's not even started, they knew in September a damp/mould report needed to be done before work started, they actioned this Dec 3rd
The devastation this has caused our family is beyond comprehension.
Disgusting company, how are they still allowed to trade

*Edited to respond to reply, this is the email address I have been emailing for the last two years! You have not responded or replied to my emails dated 16th Nov 20th Nov 28th Nov 03 Dec 06 Dec 08th Dec. I will email again tomorrow, but I won't be holding my breath.

"What a crock of 💩 this complaint is"

What a crock of 💩 this complaint is, unable to give me a straight answer for payment! Basically rubbish, avoid at all cost!

"Poor Experience "

We recently had visits from two CrawCo professionals, a loss adjuster and a surveyor organised through NFU, our insurers. This was to address roof damage and damp in our house, both problems caused by the irresponsible actions of our next door neighbours. The visits were largely long winded, patronising and pointless with both individuals being full of themselves and their own importance, rather than concentrating upon our problems. The first visitor didn’t wear an ID badge and then prior to the second visit, we asked for the visitor to wear ID. They didn’t. It’s not appropriate to go into people’s homes without something official to identify yourself with. We didn’t feel listened to and the work involved too much intrusion into our home and made us feel very uncomfortable. The surveyor insisted upon inspecting most of our home, even though they were informed that the problem was confined to mainly one area. We emptied cupboards and were made to feel embarrassed like small children because the stuff was crammed inside. We’re not perfect with pristine cupboards, but you live the way it suits you and you shouldn’t be made to feel guilty about it. They measured the whole of the downstairs floor, again we had said that the issue applies just to the hallway. They stated that they had to do this because the loss adjuster had insisted upon it. Some useful suggestions were made, but to be honest we could have come to those conclusions for ourselves. The first visitor alarmed us with suggestions about what the damp problem might be, when there was no need for this as he didn’t have the expertise to make the diagnosis. We were left worrying about this for 10 days until it was confirmed by the surveyor that it wasn’t that bad a problem. We spent probably 6 hours wasted time on these two visits, when an hour for each should have been ample time and thus would have applied a more time efficient approach. There was much inappropriate small talk and ‘other advice’ from the surveyor which we didn’t ask for or need. At one point, we felt that our home was somewhat belittled which felt very hurtful. We are annoyed with NFU for sending us down this pathway and we probably won’t be able to make a claim anyway. They couldn’t even decide if our policy covers us? Surely this should have clarity. As a result, we are considering changing our home insurers and we do not want to deal with CrawCo ever again. The whole process was like, ‘using a sledgehammer to crack a nut!’ We only wanted a little help with the problem outlined and after many emails, phone calls and now pointless visits, we have wasted hours and hours that could have been better spent doing something else! The moral of the story is to be very guarded about who you let into your home, ask them to cut the small talk and get to the point with as little disruption to your day as possible, but avoid CrawCo like the plague.

"A year of our life, for what?"

A year long battle between insurance company, and this loss adjuster, they point fingers saying we’re waiting for this that and the other. It took this loss adjuster almost four whole months to even finish putting his paper work in to our insurance, and of course they had to back and forth for the next two months. As soon as the insurance stopped having this back and forth, within three weeks we got a payment. They put us in temporary accommodation which was required whilst our building got worked on. Apparently when you lose your bottom floor of your house to the flood, you’re good to start living in it again once a kitchen is fitted. Apparently our Insurance’s decision there was based on Crawfords recommendations. So we have to move back into a house that no reasonable person would live in, with a lot of work still to be done, and then somehow Crawfords organised picking up our rented furniture. Just the rented furniture. Not ours, just theirs. So we’re left without our furniture and a time pressure to move out of our temporary accommodation. The cruel joke? They’re still paying for that accommodation. Not so that we can live in it, no, that would be too simple a fix. So that they can hold our furniture there whilst they figure out how to move it. We finally reach some sort of deal with our movers who moved the first time, a bit of back and forth, and it looks like we’re finally going to get our furniture back into a broken home. But, of course, Crawfords decide that actually that costs too much, they cancel our plans at 4pm so we can’t continue to talk to anyone past 5pm close. Because they think it’s too expensive, bearing in mind they’re still paying for the temporary accommodation for our furniture to live in, just not us.


If any company deserved a class action law suit for all of these negative reviews and poor treatment of so many claimants like us, it’s this company right here. Their continual unprofessional and frankly incompetent behaviour cannot keep them in business. They don’t have a clue what they are doing and have no urgency to set things right. Our next door neighbour who also lost their house to the flood on the same day as us, has been moved in with everything sorted for eight months. We don’t even have our house fixed.