Crawford & Company Arvostelua 

As with a number of reviews, it is unfortunate that a zero star or minus stars cannot be awarded.

Crawfords have been "dealing with" our subsidence claim since 2021, after we had the previous loss adjusters replaced because they used incorrect data references.

Crawfords will of course drive the work to the lowest possible level - for example, using arborists with the lowest level of technical qualification which does not include subsidence. We challenged the arborist's report but never had answers.

At one point, Crawfords alleged that drying out of the clay substratum was due to natural tree root grafting between our apple trees. After much research I pointed out that natural root grafting is extremely rare and there are no reported cases involving apple trees. Crawfords in-house "expert" arborist then quoted from Wikipedia about artificial root grafting between closely related (but not the same) species - irrelevant and a waste of time.

We had level monitoring for 15 months. Crawfords said that the property was ready for repairs and then backtracked. They offered a scheme of repairs that would not be effective and lasting, and said that a deep level datum should have been used, despite each monitoring report (including the initial set-up) clearly stating that a manhole cover had been used as datum point but if that was not suitable Crawfords were to advise the monitoring contractor. I was told by Crawfords that their consultant overseeing the monitoring reports had a qualification in HNC Civil Engineering and had also specialised in subsidence for the last 32 years.

The Lands Tribunal decision in Chubb European Group v London Borough of Enfield in February this year is a clear demonstration of Crawfords' inability to interpret technical data.

And now we have had the revealing admission by Crawfords that " From a subsidence point of view, we rarely need the input of structural engineers."

You will need to investigate everything that Crawfords come up with and challenge it where necessary.

We are now on round two of the monitoring, and wait for the results of trial pits/boreholes which Crawfords should have commissioned when they were first instructed by Aviva.

And yes, we did complain to the FOS after Aviva lazily rejected our complaint. We had an award of compensation and Aviva agreed with the investigator's conclusions, but no apology whatsoever from Aviva or Crawfords.

Should Crawfords respond to this, please do not use the expression "reach out", as if those dealing with it are suppliants of a minor deity and begging a favour.

Ask for the qualifications of anyone who calls.
Crawford commissioned a structural survey for me from a firm of Structural Engineers.
It would appear (and please Crawford's correct me if I am wrong), that the person sent out who did the report was not a structural engineer. Further, it would appear, (please Crawford's, again, correct me if I am wrong), the report was reviewed by someone who also wasn't qualified to do so, at Crawford. You are supposed to be an accredited Company specialising in Subsidence claims.

If this has/is happening to you, please take the time to write a review.

I am getting calls back now on a regular basis from Crawford Customer services after nearly three years. The very helpful gentleman concerned, I feel, will unfortunately have an uphill struggle to converse with anyone qualified at the Crawford Subsidence Division of his Company, and suffer let downs of promised updates and replies. I'm pretty persistent and I'm nearly three years in to the standard email response (if you've been there, you know what it is).

CU Crawford have employed the same "experts" used on my claim as in the Land's Tribunal decision in Chubb European Group v London Borough of Enfield Feb 2025. Thanks for that info.

If your insurance company assigns you to Crawford, run!

Ask for a new company to work with. Crawford handled my hail claim and hired a restoration company who hired a roofer. As you can guess, things were difficult with this many layers, but when the roof leaked and continued to leak, I really felt abandoned by the Crawford agent.

Don't go with their recommended restoration company. Take the insurance money and hire your own person.

We finally have our home back after a really hard nearly 8 months ! . Crawford and co have made our journey bearable in my opinion. They have cooperated with us throughout the process and I want to say a big thank you to everyone there myself and my family really appreciate it and we can now move on with our lives . Mrs Baugh .

Appalling beyond words is a great description about this joke firm. Appointed by lloyds they came out and asked about a burglary , there wasn’t one just a leak through the roof. They appoint a firm to send drone up. Results back in one say . They haven’t progressed the claim because someone is off sick 3 weeks great company well done . Shame on you Crawfords and shame on LLoyds appointing them total shambles

I reached out but no answer

Our claim for subsidence was started in Feb 2019. Six plus years later and with a house that has deteriorated do badly that we are unable to use our main lounge. The patio door to our garden is both unusable and causing drafts into the main lounge. One of our two doors into our house is stuck so unusable. Our kitchen cabinets are out of alignment. We have had rats entering our house due to suffixes pulling away causing gaps into our roof. Crawfords totally uninterested in these issues and we are no nearer a fix to our issues.
They and RSA are just a terrible awful company not interested in customer satisfaction.

Literally the most atrocious company I have ever come across. We had to ask our insurance providers to cancel our claim with them and change to a different adjuster because in the space of 3 days from being initially instructed they told us two dates an adjuster would come to our property for a non fault incident. Both dates were wrong, accused us of lying and not listening to what they told us then it turned out they hadn’t even booked any visits at all.
Rude, clueless, totally useless.
The people on the phones are completely patronising and vile. Have caused ridiculous stress for an already stressful situation.

If you get appointed them by an insurer, categorically advocate for your own wellbeing and say you wish to have someone else appointed.

To think there are people here who haven’t had any help in years doesn’t surprise me one bit. They can’t even book a basic appointment in a Teams Diary.

By the way / they charge you to call them from a mobile phone, and you’ll be calling non-stop because they are so flipping useless.

JUST. RUN.

I was passed to these folks through my insurance company to deal with a subsidence claim. I repeatedly asked my insurance company to move to a different loss adjusted, but they couldn't.
1. Their phone system is terrible. Getting through to them always took a minimum of 10 minutes on hold, listening to "we have an unusually high number of callers....". If it goes on for months, you don't have unusually high numbers. You simply don't have enough staff.

2. My claim was open over 2 years. They kept saying it was complicated, and difficult and long. It was only those things due to their incompetence, lack of record keeping, disorganisation and no ability to keep track of multiple contractors visiting. It would seem they have no surveyors or workmen on their books, so therefore must outsource everything - leading to delays and unfamiliar people at every step.
3. My cad was finally resolved, with the incorrect reason (drain leak) put on the final certificate. I simply couldn't be bothered to get the paperwork fixed. RSA (and anyone else who uses them) should be embarrassed to be associated with this firm. They clearly had no SLAs in place with Crawfords, as they would have broken every single one.

This company is horrendous! I have an open claim with them that is over 500 days old! They are terrible at their job.

I have had the pleasure of 6 claim handlers, all as useless as each other. As much help as a turd in your pocket.

Approx one year after the claim started, they informed us that the building developer which had damaged our home were not appropriately insured. When probed for more information they informed us that they knew this information but failed to share it with us ,6 months into the claim. During this time the building company continued to damage our home. I could of applied for an injunction to stop the work.

You are an embarrassment!

Case ID - 202405887 Claim Reference: 5338878 [REF/J3/re/VZ/Ey/]

Crawfords did contact me. I asked them to answer a few questions I asked two months ago. Three full working days later and still nothing! Additionally, they have told me nothing new about the insurance claim. Why?

Any other job in the world and they would be fired. How can you be so incompetent!

Asked them for thier Orias number as they decided to reject my claim and complicate the situation with the evidence I presented. When asking for Orias number one of the employees says she did not know and would not as anyone for it and that I should email them. I then asked her for name and she hung up the phone on me. This company is dishonest and disgusting

A very big thank you to David (painter) and Karum (plasterer) for the wonderful work they have done in fixing my home (Burwood East VIC ) after water damage. They were both so respectful of my furniture and their work was exceptional. They were both a pleasure with their friendly nature and hard work. I can definitely recommend Crawford Trade Group Again many thanks David and Karum.

cant put -5 = 1 Star is too much.

i had accident my car took damage and the one who was at blame had insurance handeled by Crawford&.

even im just claiming i have to call and ask for each steps.
no info has come from them i have to ask whats happening.
this kind of case takes 1-2 days for
legit insurance professional companies in our country and this sorry excuse for "insurance" company has taken over 2 months and still no end.
How can this company still be operating?

and Payments still pending near 1month since car papers were done.. i mean they have had 1 month time to pay with all paper work done.
i quess ill have to take them to court.

Avoid !

Minus 100000 in experience. I decided to refuse my travel insurance and got a reply that it is cancelled and the return will be issued within 30 days. It has been 44 days now and when I wrote them again 2 days ago - received no answer. I would understand if a message was sent that Dear Customer, please reserve 1-3 working days to proceed with your issue... but no. Nothing.

Awful company, will completely manipulate your claim to avoid paying out by all means. Definitely avoid if possible

Appalling & uncaring organisation. Took almost 3 years to resolve a mild subsidence claim.Shockingly Poor & chaotic communication throughout the process.
Crawford’s please do not bother to respond to this review with one of your disingenuous replies.

Flood damage to our property on 12th May, took two and half weeks for loss adjuster to visit and now a month on from the flood we have heard nothing despite chasing. We have a wet floor that needs lifting asap so we can at least start drying the property out, meanwhile we are having to live with the mould damp and condensation which is a health hazard. Not happy 😡

Hi I am not strate away giving 1 star review as I am giving an opportunity to get Crawford put things write. I made claim on 24/12/2024 are Crawford co still not paying insurance to get crime reports. Honestly all I can say all this stress I am now starting get mental health problems. I hope someone can urgently look into. As Jhon scrase is the loss adjuster who was dealing with my case. He was lovely gentleman. All I can say is please please pay for the police reports I would really like this case be done. I am insured with Lloyds Bank. Lloyds bank use Crawford and co as loss adjusters. I’ve made complaints to Lloyds bank. My complaint reference number is. 18458568. Which Lloyds bank has given to me. Yet I still haven’t heard anything. I am currently suffering sleep issues. I really really hope Crawford and co and Lloyds banking home insurance can sort this out. I will be writing review again. I hope to give 5 stars. However please I need help. As Crawford co need to get this sorted. As this kind of stress and is cuasing me mental breakdown. Please look into this as urgency. As these things affects life’s and families. I am
Currently out of job. As all this stress has taken over. I feel suicidal some days . So please look into this. Since 4/4/2025 the police department is waiting for the Crawford and co to pay money. I will end up loosing my home everything. All I hear back from Crawford it’s still investigating. However if they don’t pay and get reports surely they can’t finish investigation. That’s all
I been hearing. I am about have mental breakdown. Please look into this. Before one day it gets too late. As currently it’s making me feel like jumping of a bridge that’s how fed up I am

Working on my Subsidence Claim Since 2022. Just Today after hundreds of Email, few hundred phone calls, change of atleast 7-8 case worker, repair Works Started and after agreeing to scope of works some of the internal works has been pulled out on first day. These are the works which Crawford's own Consultant reported in report when inspected my property that this works which is pulled out is damage is due to Subsidence. same was reported by Crawford's external consultant as well. Both Reports were provided to me and now Crawford is suggesting that reports provided to me were false.

Update: Yet again, this company has failed to keep their promises. After my initial review, I was told I would receive an update on my case no later than Friday this week. Unsurprisingly, that day has come and gone — and I’ve heard absolutely nothing from them. At this point, the level of disregard and unprofessionalism is not just disappointing — it’s genuinely absurd. No serious company should operate like this.

Couldn't have asked for more.
After a flood at our property while we were out of the country, Crawfords we're appointed at LA. Initially, probably because we were 5000 miles away, things moved slowly. This disaster couldn't have come at a worse time in our lives and because of it circumstances, Steven Smith was appointed to deal with our case.
Steven couldn't have been more helpful and professional throughout a very stressful experience. Steven gave advice when required, arranged payments promptly and held the whole rebuilding process together, especially when I was getting more and more stressed with the awful builders that were appointed to our job. Even through the work isn't complete and I'm not sure if it ever will be, I just want to say I'm very grateful.