Crawford & Company Reviews 

I want to be clear at the outset that this review is not written out of frustration or to be vindictive. It is intended to provide an honest and balanced account so that others going through similar situations understand what the process can be like.
I am not someone who makes complaints lightly. Earlier in this claim, I did raise concerns, and to their credit, Crawford & Company did appear to respond positively at that time. Communication improved and I felt listened to, which is why I chose not to pursue that complaint further and hoped the issues had been resolved.
Unfortunately, the same patterns have now re-emerged.
From the outset of this stage of the claim, I took a cooperative and cost-conscious approach. I agreed to a number of material downgrades and omissions (including flooring, kitchen specification, tiling, and structural elements) specifically to reduce overall cost for the insurer. This approach was acknowledged and accepted at the time.
However, when these decisions later became relevant, the position appeared to change. The same measures were then described as having “no large savings” or being purely aesthetic, without full consideration of the main cost drivers. This creates a clear inconsistency between what was accepted when decisions were made and how those same decisions have now been assessed.
I do appreciate that loss adjusters must carefully manage claims and protect insurers from invalid or exaggerated claims. However, where a consistent pattern of communication issues and shifting interpretation emerges, it becomes difficult to see this as a one-off issue.
There have also been ongoing communication challenges, including:

Restrictions on sharing factual updates at key points
Decisions progressing without clear or consistent authority
Time pressure while matters remained unresolved

This situation has had a real human impact. The claim relates to an 85-year-old lady with double knee replacements who has been displaced from her home. I have been managing this process as her disables son-in-law , while also working what I felt was in the interest of the insurer The lack of clarity and consistency has made an already difficult situation significantly more stressful.
Although reasonable adjustments were acknowledged, they were not consistently reflected in practice.
Overall, the difficulty is not one single decision, but a pattern of:

Inconsistency in how positions are applied
Failure to embed learning from earlier concerns
A process that feels different depending on the stage you reach

I had hoped to leave a positive review based on earlier improvements. Instead, I feel it is important to be honest so others can understand the experience and prepare accordingly.
I genuinely hope this feedback is taken constructively and leads to more consistent and transparent handling for future customers.
Now to cap it all the company has obtained the key pad number and allowed third parties to access our private property without checking with us first.

Absolutely awful experience with Crawford and co. But if your insurance company assigns Crawford and Company to undertake your claim, RUN! I wish I knew what I know now. This company is an intricate scamming machine, and has been absolutely horrendous to deal with. It has added months of anxiety, and sleepless nights. It has been the worst experience. I wish there were minus stars for my experience. I’m coming up to the 5 month mark of a very straight forward claim, and nothing has been done. Are these people even at work, I want to unsubscribe from this company forever.

Appalling. If you can think of a negative word to describe something then it applies to this lot. They will do their utmost to make a stressful situation (in our case a flood) a thousand times worse. Communication is zero and we are no further in moving forward with our claim after 3 months. Even the team who are supposed to be coming to dry the house out can’t proceed as Crawford won’t answer their emails either.

All I can say is if you can get a job working for Crawford then go for it as stealing a wage with a ‘can’t do’ attitude is something your conscience can take then it’s the job for you.

Oh and do your homework when buying home insurance, if they use Crawford as loss adjusters then shop around elsewhere for your own sanity. Avoid at all costs.

Have got a claim which has been on-going for over 4 years.
Incompident staff,never get back to you and you have to chase them up.
A totally disgusting service.
No apologies ever given.
I am surprised they are still in business.

Ich habe fast zwei Jahre lang monatlich Beiträge für eine Zahlungsschutzversicherung gezahlt. Als aufgrund einer Umschulung ein Einkommensverlust entstand, habe ich meinen Leistungsantrag eingereicht.

Trotz Eingangsbestätigung meiner Unterlagen gab es drei Monate lang keinerlei Reaktion. Als Erklärung wurde behauptet, das System funktioniere nicht. Am Telefon wurde mir mehrfach gesagt, dass sich ein Sachbearbeiter melden würde – was jedoch nie passiert ist.

Das Schlimmste: Das ständige Warten, die Hoffnung, die Ungewissheit, Man fühlt sich hilflos, allein gelassen und verarscht. Schlafstörungen, Dauerstress, Vertrauensverlust. Das ist keine Kundenbetreuung, das ist wirklich psychische Belastung pur.

Erst nachdem ich eine Beschwerde bei der BaFin eingereicht habe, kam plötzlich eine Antwort. Ohne Druck durch die Aufsichtsbehörde scheint hier leider wenig zu passieren.

Leute, Finger weg von dieser Versicherung!

An alle, die bereits Kunde sind und in Deutschland leben: Wenden Sie sich ohne Verzögerung direkt an die BaFin unter dem Namen „Advanzia Bank“

Been 4 months since my claim cant get hold of anybody.... Just failed promise after failed promise.

I was palmed off to this company by Sketchers after their negligence resulted in me suffering a serious fall, head injury, concussion and subsequent financial loss.
They are rude, patronising, incompetent and disinterested in resolving damages their sole focus is on minimising compensation.
Sketchers are STILL SELLING the footwear that caused my fall and injuries despite myself and others flagging the safety issue.
Sketchers use of this company show they clearly do not value their customers especially when something goes wrong.

Our subsidence claim has now been outstanding for over 4 years with Crawfords. I have complained more times than I can remember with my last 3 or 4 emails sent going unanswered by return email or a phone call. Great customer service!!!!
To say their service is shocking / appalling would be a total understatement. Insurers placing their paying customers with Crawfords should be highly embarrassed and accountable for this bunch of clowns.
I have a Grade 2 listed building with expanding foam on the outer walls. Walls moving with live gas boilers on them! My heating costs are enormous as I have huge gaps in walls and ceilings allowing cold air in to the property.
I had to insist that they put measuring in as their contractor wouldn’t even start repairs as they hadn’t done this and couldn’t then issue a guarantee. All has gone quiet for months now.
I’ve had to pay many thousands of pounds in increased premiums over the years due to having a live claim outstanding and now no subsidence cover on thew property.
No doubt I’ll get the automated response they use for every contact a client makes with them.
For the love of God, please do yourself a favour and don’t ever use this company as they have absolutely no idea as to how to handle a claim.
If you’re still not sure just look at this Trust Pilot score of 1.4 and the number of 1-star reviews. We can’t all be wrong, can we ?

Terrible- over 4 months ago I had an accident at an air bnb and ended up in hospital. Waiting from a response from Kerrie Taylor who just seems to be ignoring me not even an acknowledgement. Terrible company and not helpful in the slightest.

For 20 years we worked with a broker and made only one minor claim, which was handled smoothly. At renewal—after our account manager retired—we tested the market, discovered we’d been significantly overpaying, and bought a like-for-like policy directly online with a new insurer.

Three months later, a wire fell from the ceiling into a machine, causing substantial damage. We notified the insurer, obtained repair quotes, and a loss adjuster was appointed. We requested someone that had an engineering background and Philip Harriman from Crawfords was appointed who carried out a meticulous inspection, cross-checking every component and confirming the quote reflected market rates.

Philip also spotted an anomaly in the policy wording and immediately raised the concern that our cover might be insufficient. He then went out of his way to help: he met with our Finance Manager, reviewed the online application step by step, verified each selection, and confirmed the policy was truly like-for-like and adequate. We were extremely impressed by his attention to detail and exceptional customer care—especially given feedback from some of our clients that such proactive support is uncommon, as loss adjusters are often perceived to act primarily in the insurer’s interests.

It is regrettable that it’s not possible to give zero stars. This company acted as a third party for Airbnb.
Reference: 25.019 // 7347327

Statement of facts: An Italian coffee maker exploded in an Airbnb rental in Colombia and caused second-degree burns to my chest. I provided photos, medical documentation (emergency room visit and follow-up with my doctor after returning to France), as well as medical expense invoices.

There was no response for months. I then contacted my insurance company’s legal department, which requested compensation from this company. After several weeks, the reply was: “You have not provided any new evidence of additional damages, therefore no compensation will be paid.”

However, I have not received a single euro in compensation for the bodily injuries I suffered. I assume they did not even open the case file.

This company merely acts as a shield to prevent Airbnb from having to assume any responsibility in the event of problems in its rental properties.

I would gladly participate in any class action lawsuit against this company, which deserves zero stars.

Shame I can't do a zero star review!

A total shambles of a company

If you have an insurance incident find your own Loss Adjusters do not use this bunch of liars

Over 2 months since we were flooded and lost everything, not one penny towards the contents insurance, took them 8 weeks to contact a third party!

Hopefully you will never have to use a loss adjuster, if you do do not use these shysters!

Crawfords, want to come back about this review I've all the emails, voice mails and evidence of your lies as you know!

Had loss adjuster out on 17th nov 25. I was asked to send pics and info which I done. Over 2 months later still not heard anything ,even though I sent several emails and left several messages. They told the insurance company I hadent sent the info.when I phoned the head office they said they did have the info,so lies, lack of communication and total disregard for my predicament. No wonder they have 1.4 out of 5.why do insurance companies use this company, is it to put people of claiming .

If I could score them zero, I would. I am three-and-a-half years into a subsidence claim and we’re still nowhere near done. Crawford has been HORRENDOUS! First they cancelled our claim saying there were issues with an extension done to our house, which we had all the paperwork for, but they wouldn’t listen. We spent over two years fighting them on it. We spent thousands of pounds getting our own structural engineer and trial pits done. And finally they accepted that there was nothing wrong with the extension. Their contractor did their trial pits in not one but two drainage ditches! We only resolved this when we finally took our case to the ombudsmen, where we successfully fought against Crawford and Axa.

They then disputed subsidence had caused issues with our doors and windows and we had to battle them once again until they got an impartial company to asses them. And once again we are correct.

We are now fighting them on an issue with the flooring, which they say isn’t subsidence, but when I asked them for evidence of how they made their assessment, they didn’t have any photos on file and the person who made the decision didn’t assess the floors. I am still battling this.

Beyond these issues, Crawford doesn’t respond to emails, doesn’t communicate anything, makes no progress in our claim and then avoids all communications from e asking for updates.

They are incompetent and negligent and I don’t trust a single word they (rarely) communicate with us.

I had to deal with Crawford & Co regarding a claim I made via Airbnb in May 2025. I stayed at an Airbnb property that had an undisclosed boiling water tap in the kitchen, which caused me severe burns to my hand and chest. The tap looked like a normal tap. It had no safety lock or mechanism. There was no warning about this tap in the property information, handbook, Airbnb listing, or via any hazard warning signage within the property itself. As a place of business (which all Airbnb properties are) having appropriate hazard warning signage is a legal requirement under the Health & Safety (Safety Signs and Signals) Regulations 1996.

As a photographer staying at the property for a high-profile photography commission, these injuries directly cost me my work. I had to cancel the commission, leave the property after only one day, and return home to deal with the painful burns.

I contacted Airbnb immediately to explain what had happened and was subsequently referred to Crawford & Co. Their investigation concluded that Airbnb was not at fault, and as a result I received no compensation for the cost of the stay, my injuries, or my lost work. I was appalled beyond comprehension. I could not believe they were blatantly disregarding the Health & Safety legislation I had cited in my evidence. Their primary response appeared to be that “the tap was working as normal,” which was not the issue at hand. The issue was that there was no warning of the boiling water tap, and had there been a warning, this incident would have been unlikely to occur.

It is now January 2026, and the case remains unresolved despite my formal request for a review.

Their email footer states that they are “Restoring and enhancing lives, businesses and communities,” which could not be further from my experience.

This situation has caused immense stress to my mental health, and at no point have they shown any meaningful sympathy or consideration.

Absolute nightmare. Dealing with Crawfords for our claim was horrendous. Led to mental health issues after terrible comms and then they kept changing their story and basically lieing to us - they knew they would just out-last our will. I feel sorry for anyone having to deal with them at all. Ended up filing an official complaint with our insurers.

We suffered a massive leak that collapsed our kitchen ceiling over a year ago and their loss adjuster proposed a remediation plan on 22/05/2025. Later, the same loss adjuster replied, "As you know the policy excess is £10,000.00. Whilst I feel that the quotes you have presented are reasonable for the works required, I am unable to make any payments to you as your quotes fall within the policy excess and none of the other parties have made a claim.?

I contested the undisclosed £10,000 excess for 'escape of water' on the block's insurance policy at the First-tier Tribunal against the RMC.

FTT Decision:
"The Tribunal does not consider incurring the cost of a policy with a £10,000 excess was a reasonable outcome"

"Fortunately, such a situation is contemplated by the Lease"

Awful had the audacity to ring me on new year's eve. Are you serious?

Unhelpful and not interested.
Wouldn't recommend to anyone.
Feel really let down by the whole process as the innocent victim of the incident.

I currently have the misfortune of dealing with Crawfords on a subsidence claim. Their customer service is non-existent & they repeatedly ignore emails and fail to call back when promised.

A previous claim was reopened under a continuance (when cracks re-emerged <3 months after Carwfords declared the issue resolved..). Since then they have monitored the issue (recording substantial building movement) and there has been a major ceiling collapse. All attributed to the original problem by their own subsidence consultants - on multiple occasions.

Now the problem must be rectified they have just informed me that they will no longer be completing the repairs (leaving a hole in my ceiling) as its in their financial interests to try and get a new claim fee paid by the insurer. They appear to be claiming the ongoing issues are not caused by the original problem - contrary to their own expert advice.

Avoid at all costs!