"Again and Again our contractors phone…"

Again and Again our contractors phone and ask when they can start working on putting right our house for the subsidence claim we put in 2018 Again and Again were held up as Crawfords company won't move to find us any temporary accommodation and even though we put ideas of how we can move out whilst the work is carried out we never get anything back from them to confirm, complete total waste of space this company the contractor last visited us in September and was shocked at the living conditions were surviving in at the moment as we cannot do any of our own work until the subsidence work has been completed.

"I put a claim in 2 years ago "

I put a claim in 2 years ago ! For flooding, Crawfords agreed the claim and sent in contractors. We were told we would have to move out. This we did, into a mobile home, at our own expense! The contractor stripped the house from top to bottom, all white goods destroyed, the kitchen stripped bare, removed everything including fitted wardrobe, showers etc. meanwhile we were banned and prevented from entering!! The house has been left without heating or floors !! And now I’m getting no response!! I’m 77 years old my wife 69. We purchased the insurance through Sainsbury’s!!

"Crawford & Co How Low Can You Go?"

I didn't think Crawford & Co could get any lower in my expectations, but once again they prove me wrong. To explain, following a 2nd decision from the Financial Ombudsman, Crawford agreed that I could commission my own surveyors reports which they would pay for, being an upstanding person when the invoice arrived in August I paid it in full. Since then I have completed the required paperwork to enable Crawford to reimburse me, I have spoke to them on the telephone and emailed them, to no avail, I am currently out of pocket and have been for 3 months. My subsidence claim has been open for over 6 years and I am still no nearer in closing it. Do I really need to open a 3rd complaint with the Financial Ombudsman ? ? ?

After receiving a response, I have, as requested emailed Crawford & Co customer service team with my claim number - lets see what response I receive and how quickly they can arrange reimbursement of the monies I paid 3 months ago.

"peinlicher Versuch einer Leistungsverweigerung"

Die Gesellschaft versucht, bei einer über MasterCard gebuchten Flugreise den Reise- und damit den Versicherungsbeginn auf die geplante Startzeit des Flugzeuges zu legen.
Der Weg zum Flughafen und der dortige Aufenthalt bis zum Abheben wären somit unversichert.
Man beruft sich auf die Pos. 4A und 4B der Versicherungsbedingungen; dort werden jedoch weder Reisebeginn noch -ende definiert.
Nun wird die Gesellschaft in Kürze feststellen, dass Unklarheiten innerhalb der Versicherungsbedingungen zu Lasten des Unternehmens und nicht der KundInnen gehen.
Aktualisierung 08.01.2025: Ombudsmannverfahren wurde eingeleitet
Aktualisierung 19.01.2025: es geht doch immer noch peinlicher: der Versicherungsombudsmann teilte brieflich mit, dass entgegen der Mitteilung aus dem Hause Crawford kein Ombudsmannverfahren durchgeführt werden kann, das der Versicherer Lloyd's nicht Mitglied im Verein Versicherungsombudsmann ist - und das weiß ein Schadenregulierer nicht? Na ja, es gibt ja auch noch die ordentliche Gerichtsbarkeit.
Aktualisierung 20.01.2025:
I just answered your today's request.
Aktualisierung 28.01.2025:
Meine Rückmeldung vom 20.01.2025 an customer.services(at)crawco.co.uk blieb natürlich unbeantwortet; nicht einmal eine Eingangsbestätigung habe ich erhalten.

"Where to begin?"

Where to begin, claim has been ongoing for over a year. I can't seem to talk to anyone for more than one phonecall, then if I call again I have to explain the whole situation again. No one seems to know what's going on, and all with conflicting answers. No promise of a call back, no letter, no email. Despair is not the word. Why do they even deserve one star?!

"Avoid this company at all costs"

I am extremely dissatisfied with the handling of my insurance claim by Crawfords. Since May 2023, I have experienced nothing but delays, unapproved work, unqualified assessments, and repeated failures to meet deadlines set both by themselves and others. Not a single step has been taken toward a meaningful resolution.

Despite numerous assurances, Crawfords has failed to provide any real service. The delays have left my home in an uninhabitable state, with damp conditions and mold growing up the walls, seriously impacting my family's living environment. To make matters worse, I have been asked repeatedly to make myself available for tradesmen to visit and re-quote for work because the company took so long to review submitted documents.

Communication has been abysmal. My case has been handed off to multiple representatives within the company without any explanation, adding to the frustration and confusion. Over the course of 18 months, Crawfords has failed to make any substantial progress on my claim, leaving my family in a dire situation with no sign of resolution in sight.

I would strongly advise anyone considering Crawfords for insurance services to look elsewhere, however this may not always be possible if approved by the underwriter; as my experience has been nothing short of a nightmare.

Having received the standard cut and paste respond from you, I will not be contacting your customer services department as my insurance company has seen fit to remove you from my case and provided me with another company that has done more in 1 week that you have done in 18 months.

"Waiting over a year and a half…"

Waiting over a year and a half to see any progress on a claim, and I'm sat here, emails being ignored / discarded / not replied to at all, not even seeing any email bounces. I get the once-in-a-blue-moon email asking for clarification on something that should have been seen from the information already provided from the start! No progress or end in sight...

"This company is poorly run and a shambles!"

This company is poorly run, it does not hit the deadlines they set and the fact they have over 90% + 1-star reviews with many people blaming it for a lack of service and even worse bare face in-action! I also suffered the terrible service, I do not understand how insurance companies still over them business

"Shady business"

I'm extremely frustrated with Crawford and their claims handler, Deepika. After being scammed and losing AED 20,000 from my credit card, I filed a claim expecting support. Instead, Deepika ignored my follow-up email. They simply don't care and come up with whatever excuse to justify their position, with no document provided of their claims. All I can think of is that VISA is using them for funds claim as they never reimburse anyone. Shady business, including VISA which have been very elusive.

"Incapable, Incompetent... Irredeemable?"

I've waited a while to post this (a review where zero stars would be awarded were that possible).

In 2018 - yes, 6 years ago - my house suffered from some tree-root induced subsidence, the result of ineptitude of the local council's tree management scheme which'd allowed trees to reach silly heights. Cracks appeared in the plaster and ceilings of several rooms. The insurance company was contacted. Crawfords were appointed and it wasn't long before on wondered if the insurers had a masochistic urge to destroy their reputation by choosing Crawfords. Over the course of the next five years, those sent by CrawCo to assist (never in a timely manner) were excellent, but by Heavens, CrawCo did their best to foul everything up. Monitoring of the problem was to end in early 2020, and while appreciating that a slightly unwell Pangolin in Wuhan rather threw things into chaos, CrawCo might perhaps have not adopted this as their model for handling my claim once we were back to normal post-pandemic life.

The builders - very helpful and very good once someone got off their posterior and authorised them - turned up, worked out what was to be done and... three potential start dates for work came and went with no contact from CrawCo at all. Finally, after some intelligence work led to getting through to a most startled manager's phone and politely but firmly using words such as 'Ombudsman', 'Seeking considerable compensation' and 'will be charging you at my daily commercial rate for every call, email and letter and taking action should my invoices not be paid' there was some movement. We got a 4th start date. 10 days before, I was compelled to inquire whether anyone was going to (a) authorise the builders (b) sort out alternative accommodation or (c) be responsible for my seeking redress via the Insurer (who'd also twigged that all was not well).

An accommodation firm was engaged. A removals company identified. And then... long story short, had it not been for a friend having a house they were planning to rent and agreeing we could move in (the accommodation team doing all the legwork after that), we'd have missed the fourth start date.

Then, the removals company turned up. As they cautiously approached the house wearing hard hats, boots, etc, they looked puzzled. 'What hazards are we going to face? Is it a flood? Electrical?' they inquired.
Turned out they were salvage specialists, expert in rescuing furniture from flooded or other properties and perhaps Pickfords might have been more appropriate. The only hazard was getting plaster dust from the damaged ceilings in their brew. But they couldn't move all the stuff out of the house to their storage facility (a communications foul up by... guess who? Spoiler: arrange the words 'Company', Crawford' and 'and' into the name of a firm - compelling me to take out storage space at my expense.

With work finally underway, CrawCo, despite the best efforts of the accommodation people, then failed to sort out the rental of my temporary property correctly (in truth, my friend wouldn't have minded at let us stay), before realising late in the day that they needed to extend our stay. This should've been for 4 days. They panicked and extended it for 3 months. My friend was happy, as this was 3 months extra rent. We were happy, since the work was complete and we could get the front room flooring sorted out. And it was a jolly good thing that we had that 'unnecessary' extra time, since CrawCo didn't respond to the not-quite-a-removals-firm's pleas to authorise the transfer of the furniture they had taken to their compound back to our house. After five, I think it was, weeks, this happened and our furniture returned.

So while the various contractors were excellent - when CrawCo agreed to them doing the work - the loss adjusters were a dead loss. I would not trust them to coordinate a large scale celebration in a brewery since they'd be too busy attempting and failing to find their corporate backside with both hands and a properly constituted search party.

So, if you've got this far - do not trust this firm an inch. If your insurers give you the option of CrawCo or having a lump sum and sorting the work yourself, do the latter. It will save you time, money and stress. The firm is a shambling, inept, administrative vortex, presumably the result of hunting the financial bottom line and offers service levels which have scraped through the bottom of the barrel and are making their way (slowly, this is CrawCo we're on about) towards the earth's core. If the company were fired into the heart of the sun tomorrow, the world would not be a poorer place for its departure. An incapable, incompetent and I suspect irredeemable disgrace.