Complaints

This profile includes complaints for Crawford & Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Crawford & Company

  5335 Triangle Parkway NW Peachtree Corners, GA 30092

• 

  Crawford & Co

  1 Forestwood Dr # 202 Pittsburgh, PA 15237

• 

  Crawford & Company

  711 Kapiolani Blvd Ste 920 Honolulu, HI 96813

• 

  Crawford & Company

  P. O. Box 921399 Norcross, GA 30092

• 

  Crawford & Company

  1 Corporate Dr Ste 120 Lake Zurich, IL 60047-8945

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an older gentlemen back his truck into my parked vehicle on June 9, 2025. The gentleman is insured with ******************* but cannot conduct business in ******** as they are not licensed to do so (what I was told); ******** is where I reside. The claim was then turned over to Crawford and Company to handle and I was told my claim was assigned to an adjuster, ******** *****. I gave it a week for her to contact me before I called her with the number I received from customer service after not hearing anything from IFB or C&C. I called ******** multiple times over the next four weeks and never got a hold of her, left multiple voicemails to have my call returned no response. I called C&C again to see if I could have my case assigned to someone else to which they transferred me to someone above ******** (cant recall name). Was told Id receive a call back after they tried to reach ********, again no response. Now its is July 8th and my car is being held at a collision center after repairs were completed last week but because they need additional money for the repairs and have not been able to reach C&C, I cannot receive my car. I get in touch with Michelles supervisor, ****** Lovely, which prompted ******** to finally reach out to me. When she did, I was met with aggression; her tone was hostile, would not allow me to speak in turn and was very rude. I calmly stated that the collision center needed additionally money, she said I sent that over to them today! I replied with Okay thats all I needed, thank you to which she responded is that all??!!. I ended our conversation once I realized there was nothing further to say to her nor did I want to continue to be talked to in that manner. I have been without a safe vehicle to drive for 4 weeks and now may be longer because of their negligence; I have had to resort to a rental car for which I have come out of pocket for.

  Business Response

  Date: 07/10/2025

  BBB Complaint ID:         23572514
  Customer:                        ********* ****
  Accident Date:               June 9 2025
  Inquiry Date:                    July 9, 2025
  Crawford Claim:            4631097
  IN Farm Bureau File:     2200031970
  
  Crawford & Company is an independent insurance adjusting firm that perform various claim related tasks and investigations for our customer, ********************  In this case,******************* asked Crawford & Company on June 11 ******************************************************************** **** vehicle.  That appraisal was completed by an appraiser in our Crawford vehicle appraisal unit (******* ******) on Friday 6/20/25 and sent to the ******************* adjuster on June 23, 2025 for payment consideration.  Our Crawford activity was completed and our claim file was closed because ******************* handles claim payments and all communication other than the inspection of the vehicle.    On July 7, 2025, our Crawford vehicle appraisal unit received notice that *** **** repair facility was reporting supplemental damages on the vehicle.   Crawfords appraisal department prepared a supplemental report and submitted that supplement to ******************* for payment consideration on July 8, 2025.
  
  *** **** referenced unanswered communication attempts and eventually a disappointing phone call with ******** *****.   ******** was not performing any claim adjusting activity on this claim, but she does oversee the activity other parties within Crawford perform on the claim while it is at Crawford.   After reviewing the Crawford claim file, we found no phone log activity indicating calls were overlooked and we interviewed our Crawford employees, ******** ***** and ***** *********.   ***** ********* indicated on June 23, she had a phone call with *** **** who said she had been trying to reach ******** ***** at Crawford on previous occasions without a return call.  ***** said she apologized to *** **** and reassured her we would forward our vehicle appraisal estimate to her.    ******** ***** indicated the first time she received notice that a call needed to be returned, came from Michelles supervisor, ****** Lovely, on 7/8/25. ******** ***** called Ms **** on 7/8/25 and explained the claim process, ******* indicated she had received payment from ******************* and had received a copy of the Crawford appraisers estimate.  ******** explained that a supplemental damage estimate was received 7/7/25 and was being sent to ******************* for payment consideration.  This call was ended by ******* without notice.   ******** received a phone message approximately 5 minutes later on 7/8/25 from *** **** mother indicating ******** was rude to her daughter and she wanted a return call.  ******** said she returned the call and left a message and had not received a return call as of 7/9/25. 
  
  I would like to extend our apologies to *** **** for the difficulty she experienced getting responses from our staff at Crawford & Company.    Although our staff cannot recall overlooking missed calls from *** ***** since I can see there was the need for *** **** to escalate her inquiry to a supervisor and another instance where a different adjuster at Crawford had to intervene, it is apparent to me that this was not a good customer experience on Crawfords behalf.   We apologize Ms **** had to take this measure with the BBB , but we do use these experiences to help train our staff so we can improve our customer service skills.  Please accept our sincere apologies for the aggravation this has caused.   We also apologize for any aggressive tone experienced during the calls.   We do not record the communications during phone calls but I will be discussing these comments with the involved members of our staff.     

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23572514
  
  I am rejecting this response because:
  The response from crawford stated they have no record of my attempted calls. Ive attached screenshots of the information that was provided to me by C&C customer service; Michelles number. after attempting to reach her twice with no answer or returned call, I then called customer service again to which they responded by giving me the number for the *************** I put in touch with someone they stated was above ******** and ****** as he was out of office. I was told by that gentleman that he would call ******** and then return my call; that call never came. You can see by the screenshots that I then attempted Dustins number after calling C&C customer service once more and they provided me with his information. It was only after my call to ****** that ******** returned my call on her personal cell phone. Her statement about returning my call after I explained the incident to my mother is a lie; she never returned my call or left a message. I can provide evidence of that as well but I am limited to only 5 attachments.
  Sincerely,
  
  ********* ****

  Business Response

  Date: 07/16/2025

  Thank you for providing these details.  

  We apologize for the difficulty reaching our staff and for the aggravation during the claim process.   

  We will be using the documentation to help train our staff and improve customer experience in the future. 

  Thank you very much for the follow up and calling this to our attention.

  
  

• Initial Complaint

  Date:06/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ************************ Co has failed to further any interactions pertaining to the incident claims on a burglary that happened on 03/07/2025. They have failed to provide any information and updates even though I have submitted everything necessary to the company. They are pretty much ignoring all emails and are not providing the service they claim to provide. It has been almost 4 months since the incident and no further information has been given to me. They are failing to provide the basic service as insurance.

  Business Response

  Date: 06/30/2025

  Hello-

   

  We are unable to locate a claim in our system for a ****** **** for that date of loss. Please provide more information so we can address this issue timely.

  Can you please provide a claim number and/or Crawford & Company contact person (name/email/phone number) you have been in contact with for this claim.

  Thank you,

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23528377
  
  I am rejecting this response because it has been 4 months since this claim was started and there has been zero update. 

  The person Ive been corresponding with, claim and reference numbers are below: 

  Our Reference: ******* - ****** Reference: HMKH4RCAS2 - Incident Date: 07/03/2025 - Claim acknowledgement

  Rim Chaouch
  Claims Handler
  Crawford TPA

  Sincerely,
  
  ****** ****

  Business Response

  Date: 07/03/2025

  BBB of *************,****** & ** *******
  ***************************
  Suite 500
  *************************
  
  
  RE:  BBB ID:                         21772163
          Complainant Name:       ****** ****
  
  We are in receipt of this complaint dated June 27,2025.
  
  In the narrative of Ms. ***** complaint, he referenced Crawford & Co has failed to further any interactions pertaining to the incident claims on a burglary that happened on 03/07/2025. They have failed to provide any information and updates even though I have submitted everything necessary to the company. They are pretty much ignoring all emails and are not providing the service they claim to provide. It has been almost 4 months since the incident and no further information has been given to me. They are failing to provide the basic service as insurance.
  
  In our initial response, we advised we were unable to locate this claim.  After additional research, we were able to locate her claim after expanding our search to include international claims. This matter is being handled in our *************** located in ******* as this loss occurred in *******
  
  Ms. *****  complaint is in reference to a claim is in reference to a liability claim for a theft incident in ****** under the ****** ************************ scheme. Ms. **** is making a claim against the ****** Host for a theft incident at the property where she was staying.
  We respectfully disagree with the allegations presented by the complainant.  The European claims office has advised their team has handled the claim correctly thus far. They have confirmed that there have been delays with the investigation due to the host being unresponsive. 
  
  The claims office continues to follow with the host to provide the requested information, however they have kept Ms. **** informed of the developments.
  
  We regret Ms. **** has had a negative experience.Our *************** will continue to secure the required documents to finalize their investigation.  

  Customer Answer

  Date: 07/07/2025

   
  **mplaint: 23528377
  
  I am rejecting this response because:

  Dear Crawford & ** Team,

  
  Thank you for your response and for finally locating my claim after nearly four months. 
  
  While I appreciate the clarification that the matter is being handled by your *************** due to the incident occurring in ******, I must express that the lack of communication and transparency has caused significant frustration and distress. I did not receive consistent or proactive updates over these past months and was unaware that the claim had even been transferred internationally. This breakdown in communication has made it nearly impossible to know where the claim stood or what was needed to move it forward.
  
  The explanation that delays are due to the hosts unresponsiveness does not explain why I, as the claimant, have not gotten any updates or replies to over dozens of emails. 

  That said, I expect that now that the claim has been properly located and reassigned, updates will occur more regularly and with more clarity. I respectfully request a summary of:
  
  1. The current status of the claim,
  2. Any outstanding items (from either the host or myself),
  3. The expected timeline for resolution.
  
  I appreciate your renewed attention to this matter and sincerely hope we can move forward with the urgency and professionalism this situation deserves.
  
  Sincerely,
  ****** ****
  

  Business Response

  Date: 07/09/2025

  Ms. ****,

  We apologize if there was any misunderstanding, however this claim was always administered in our *************** in ********  There was no transfer to any US team.

  The office has advised they have recently communicated with you regarding your claim.

  We have asked them again to follow with you under separate cover to address your concerns.

  **** *******, CPCU, AIC 
  Assistant Vice President
  Global Compliance Office

   

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked my daughter a school trip to go to ****** and purchased insurance for the trip to cover us in case anything happened and we needed to cancel. My daughter and I suffer from anxiety and I also suffer with depression. Due to our confirmed medical conditions, we had to cancel the trip as our anxiety was overwhelming thinking about her traveling. I cancelled the trip 5+ months in advance and also knew I had coverage through Broadspire, ********* however Broadspire ******** refuses to refund our money because we were not hospitalized due to our mental health condition. This is discriminatory. My anxiety was so severe I thought of self harm and couldnt leave my house, but because I was not hospitalized, even though I probably should have been, they are saying my mental health condition is not severe enough to warrant cancellation of a trip and will not refund us our money. Mental health disorders are real and they severely impact your life. The company is being truly discriminatory towards me and my daughter because of our mental health and that is not right. This company is in the wrong and I am seeking a full refund of my trip and insurance coverage purchased.

  Business Response

  Date: 06/16/2025

  BBB
  **************************************
  ********************
  
  
              Compliant ID:              23463343                   
              Claim Number:            4589336
              Insured:                       ******** *******
              Policy Number:           US2143769
              Date of Loss:                04-Mar-2025
              Date Canceled:            04-Mar-2025
              Claimed Amount:       $2,600.00
              Type of Loss:               Trip Cancellation
              Insurance Company:   United States ************** Company
  
  We are in receipt of the correspondence for the above referenced complaint that was received on June 13, 2025 and in reference to the above captioned claim, adjudicated by Broadspire. Broadspire Services, Inc. (Broadspire), a subsidiary of Crawford & Company, is a third party administrator assigned to act on behalf of United States ************** Company.
  
  In this complaint, Ms. **** ******** mother of the named insured, ******** ******** expressed her disatisfaction with the claim resolution and is seeking reimbursement for a filed Trip Cancellation claim. We have reviewed our claim file and offer the following in response.
  
  On March 4, 2025,we received a Trip Cancellation claim submission via our secure online *********. ******* filed the claim for a trip that she insured but that she canceled due to mental health concerns. The insured trip was scheduled from June ******** through June 18, 2025.
  
  On March 6, 2025,the claim was assigned to an adjuster for review. On March 10, 2025, the claim file was reviewed by the adjuster, and it was determined that we needed supporting medical documentation from the insureds doctor, confirming information about her medical conditions. The adjuster emailed Ms. ******* on March 10, 2025, requesting this information.
  
  On April 10th,2025, the adjuster followed up and requested the supporting medical documentation from Ms. ******* via email.
  
  On May 6th,2025, the adjuster followed up and requested the supporting medical documentation from Ms. ******* via email.
  On May 27th,2025, the adjuster followed up and requested the supporting medical documentation from Ms. ******* via email.
  
  On June 5th,2025, we received the remaining supporting documentation from Ms. ******* in regard to her medical conditions.
  
  On June 9th, 2025, Ms. ******** was notified via email and letter that the insurance claim was denied as the insurance policy does not extend Trip Cancellation benefits due to mental health conditions unless there has been a partial or full hospitalization of 2 or more days. Ms. ******** physician did not provide any supporting medical documentation or confirmation that Ms. ******* had any partial or full hospitalization due to her condition. In addition, the completed and signed statement of the facts of loss indicated Ms. ******* did not have any dates of hospitalization.
  
  For ease of reference, provisions of the policy pertinent to your claim are quoted below.
  
  SECTION IV TRAVEL ARRANGEMENT PROTECTION
  
  
  TRIP CANCELLATION
  
  If You cancel Your Trip prior to the Scheduled Departure Date, We will reimburse You, up to the Maximum Benefit Amount shown in the Schedule of Benefits, for unused, forfeited, prepaid non-refundable Payments or Deposits for the Travel Arrangements You purchased for Your Trip, provided the cancellation occurs while coverage is in effect for You and is due to any of the following covered Unforeseen reasons, as defined:
  
  Your or a Family Members Sickness or Injury, that
  
  occurs before departure on Your Trip;
  is examined and treated by a Physician prior to cancellation unless it is not reasonably   possible to do so; and
  as certified by a Physician, results in medical restrictions so disabling as to cause You to cancel Your Trip;
  
  
  Other Covered Events means:
  
  You are suffering a Mental, Nervous or Psychological condition or disorders which require Hospitalization or Partial Hospitalization. Hospitalization or Partial Hospitalization must be for at least 2 or more days before Your Scheduled Trip. A Physician must certify the condition as preventing You from going on the Trip;
  
  
  SECTION VI GENERAL DEFINITIONS
  
  Hospitalized or Hospitalization means admitted to a Hospital overnight or where the patient is charged by the Hospital for a minimum of one day of Inpatient charges.
  
  Mental, Nervous or Psychological Condition or Disorder means a mental or nervous health condition including, but not limited to: anxiety, depression, and neurosis, panic attack, phobia (such as *************** fear of terrorism, fear of disease, etc.), psychosis; or any related physical manifestation. Mental,Nervous or Psychological Condition or Disorder does not include drug addiction,marijuana addiction, or alcohol addiction.
  
  Partial Hospitalization means an outpatient program specifically designed for the diagnosis or active treatment of a serious mental disorder when there is a reasonable expectation for improvement or when it is necessary to maintain a patients functional level and prevent relapse or full hospitalization.Partial Hospitalization programs are usually furnished by a Hospital as distinct and organized intensive ambulatory treatment service of less than 24-hour daily care.
  
  Sickness means an illness or disease of the body, that commences while Your coverage is in effect and requires examination, diagnosis and treatment by a Physician.
  
  An illness or disease of the body that first manifests itself and then worsens or becomes acute prior to the Effective Date of Your coverage is not a Sickness as defined herein and is not covered by the certificate.
  
  Sickness does not include any Mental, Nervous or Psychological, Condition or Disorders including but not limited to anxiety, depression, neurosis, phobia, psychosis;or any related physical manifestation.
  
  If you believe that all or part of your claim has been wrongfully denied or rejected, you may have the matter reviewed by the *********************************  You may contact them at:
  
  *****************************************************
  ***********************
  
  or
  
  *********************************************************>***************************
  If you have any questions, please contact me at the number listed below. 
  
  If you have any questions, please contact me at the below.
  
  Sincerely,
  
  ********** ********
  Manager
  ************
  **************************************************************************************
  Claim Benefit Services
  P.O. Box 459084
  *****************
  Document Upload:  *********************
  Fax# ************
  Claim Support: **************
  
  Broadspire Services, Inc., a subsidiary of Crawford & Company, is a third-party administrator assigned to act on behalf of United States ************** Company to process your claim.
  

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23463343
  
  I am rejecting this response because it is discriminatory towards people with mental illness and is in violation of the Mental Health Parity and Addiction Equity Act. I should have been hospitalized for my mental illness but I wasnt because I was able to manage it with my doctor through outpatient treatment as a result I am being denied coverage. This is discriminatory and a violation of my rights. 
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 06/23/2025

  June 23, 2025
  
  BBB
  **************************************
  ********************
  
  
              Compliant ID:              23463343                   
              Claim Number:            4589336
              Insured:                       ******** *******
              Policy Number:           US2143769
              Date of Loss:                04-Mar-2025
              Date Canceled:            04-Mar-2025
              Claimed Amount:       $2,600.00
             Type of Loss:               Trip Cancellation
             Insurance Company:   United States ************** Company
  
  We are in receipt of the rejection of our initial correspondence for the above referenced complaint that was received on June 13, 2025 and in reference to the above captioned claim, adjudicated by Broadspire. Broadspire Services, Inc.(Broadspire), a subsidiary of Crawford & Company, is a third party administrator assigned to act on behalf of United States ************** Company.
  
  The insurance policy only extends coverage in the instance the named insured has a partial or full hospitalization of 2 or days for their mental health condition.  As we have not received supporting documentation that there has been a partial or full hospitalization for at least 2 days as required by the insurance policy, there will no extension of coverage for the claim.
  
  We understand this may not be the outcome you were hoping for. However, we must assess all claims based on the terms outlined in the policy. Unless you have new or additional information to share, we are unable to provide further responses on this forum at this time. We sincerely appreciate your understanding.
  
  For ease of reference, provisions of the policy pertinent to your claim are quoted below.
  
  SECTION IV TRAVEL ARRANGEMENT PROTECTION
  
  
  TRIP CANCELLATION
  
  If You cancel Your Trip prior to the Scheduled Departure Date, We will reimburse You, up to the Maximum Benefit Amount shown in the Schedule of Benefits, for unused, forfeited, prepaid non-refundable Payments or Deposits for the Travel Arrangements You purchased for Your Trip, provided the cancellation occurs while coverage is in effect for You and is due to any of the following covered Unforeseen reasons, as defined:
  
  Your or a Family Members Sickness or Injury, that
  
  occurs before departure on Your Trip;
  is examined and treated by a Physician prior to cancellation unless it is not reasonably   possible to do so; and
  as certified by a Physician, results in medical restrictions so disabling as to cause You to cancel Your Trip;
  
  
  Other Covered Events means:
  
  You are suffering a Mental, Nervous or Psychological condition or disorders which require Hospitalization or Partial Hospitalization. Hospitalization or Partial Hospitalization must be for at least 2 or more days before Your Scheduled Trip. A Physician must certify the condition as preventing You from going on the Trip;
  
  
  SECTION VI GENERAL DEFINITIONS
  
  Hospitalized or Hospitalization means admitted to a Hospital overnight or where the patient is charged by the Hospital for a minimum of one day of Inpatient charges.
  
  Mental, Nervous or Psychological Condition or Disorder means a mental or nervous health condition including, but not limited to: anxiety, depression, and neurosis, panic attack, phobia (such as **************, fear of terrorism, fear of disease, etc.), psychosis; or any related physical manifestation. Mental,Nervous or Psychological Condition or Disorder does not include drug addiction,marijuana addiction, or alcohol addiction.
  
  Partial Hospitalization means an outpatient program specifically designed for the diagnosis or active treatment of a serious mental disorder when there is a reasonable expectation for improvement or when it is necessary to maintain a patients functional level and prevent relapse or full hospitalization.Partial Hospitalization programs are usually furnished by a Hospital as distinct and organized intensive ambulatory treatment service of less than 24-hour daily care.
  
  Sickness means an illness or disease of the body, that commences while Your coverage is in effect and requires examination, diagnosis and treatment by a Physician.
  
  An illness or disease of the body that first manifests itself and then worsens or becomes acute prior to the Effective Date of Your coverage is not a Sickness as defined herein and is not covered by the certificate.
  
  Sickness does not include any Mental, Nervous or Psychological, Condition or Disorders including but not limited to anxiety, depression, neurosis, phobia, psychosis;or any related physical manifestation.
  
  If you believe that all or part of your claim has been wrongfully denied or rejected, you may have the matter reviewed by the *********************************  You may contact them at:
  
  ****************************************************,
  ***********************
  
  or
  
  *********************************************************>***************************
  If you have any questions, please contact me at the number listed below. 
  
  If you have any questions, please contact me at the below.
  
  Sincerely,
  
  ********** ********
  Manager
  ************
  **************************************************************************************
  Claim Benefit Services
  P.O. Box 459084
  *****************
  Document Upload:  *********************
  Fax# ************
  Claim Support: **************
  
  Broadspire Services, Inc., a subsidiary of Crawford & Company, is a third-party administrator assigned to act on behalf of United States ************** Company to process your claim.

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23463343
  
  I am rejecting this response because it is in direct violation of my rights, is unethical, against the law, and discriminatory. I am very upset that I will now need to spend more money taking legal action against the company as well as launching a PR campaign so that other consumers are aware of their discriminatory practices. 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against Extended Stay America (***) and their third-party insurance administrator, Broadspire, due to hazardous conditions during my stay and the mishandling of my insurance claim. I booked accommodations at ***, located at ************************************************************************, and was exposed to visible water leakage, mildew odors, and what appeared to be mold on multiple floors and in the room itself. These conditions triggered severe health issues for my son, who suffers from asthma, as well as two other guests with bronchial and dermatological sensitivities. I documented these issues thoroughly and immediately notified staff, including the individual who later identified herself as the general manager.After filing a claim through Broadspire (Claim #*********), I was contacted by adjuster ***** ********, who assured me the company would resolve the matter once I dismissed the legal complaint I had filed. Relying on that representation, I dismissed the case. However, after doing so, Broadspire stopped responding meaningfully and failed to issue a formal offer or process the claim. I later followed up with Senior Adjuster ***** ********, who acknowledged the file but the matter remains unresolved months later.I have now incurred expenses for the uninhabitable stay, relocation, medical costs, and emotional distress. I believe the handling of my claim constitutes bad faith, misrepresentation, and neglect of both legal and ethical duties to the consumer. My reasonable request for compensation has been ignored despite all supporting documentation being submitted.I am requesting a full refund of $5,000 for the stay, reimbursement of $20,000 for relocation and medical expenses, and damages for pain and suffering. I request immediate action and written confirmation of settlement from Broadspire and *** to avoid further regulatory escalation.

  Business Response

  Date: 06/12/2025

  Thank you for the opportunity to respond to the above-referenced complaint matter involving Traon Call and ********************* Broadspire Services is the third-party administrator handling claims on behalf of  *********************  Broadspire is not an insurance company.  In a good-faith effort to resolve this complaint, Broadspire provides the following information for your records.

  Our office successfully resolved this matter with **** Call and the settlement payments have been issued.

  Should you have any questions, please let us know.

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Integrity Grading and Excavating, has Broadspire for their liability insurance. There was major construction in front of my house. On July 13, 2024, Integrity had dug a huge hole down to my drain in the basement. They had broken a manhole cover, didnt cover it up. Rained a great deal and the rainwater and dirt came through the floor drain from the road. They refuse to cover the claim. They stated that to investigate the claim would take a long time before they DENIED it. They NEVER sent an adjuster. The construction people stated that their company would cover the claim when they came into my basement to look at it the day after the flooding. They claimed it was an act of God. Had nothing to do with their construction practices and negligence. They also told the city comptroller, **** ****** ,that they would be covering the claim. In a meeting with the city on November *******, the city insurance denied the claim and the city attorney, said we should get an attorney and **** I dont have a never-ending bank account, to replace everything and hire an attorney and these big companies know this. The city had several meetings with Integrity who assured them that the issue would be taken care of. I sent them a very detailed spread sheet of costs, along with at least 100 pictures. I have pictures of the construction and holes dug under my driveway. My total costs were just under $5,000.00. My original bill for just the cleaning was $3,100.00. Due to the company not being able to get to my place for a couple of weeks, I did tons of the cleaning myself as my basement was beginning to sour. That cost then went down to $1,100.00. They insurance company then offered me $2,500.00, which certainly didn't cover my loss. Minus the labor costs, didnt cover cleaning and repainting and personal property loss. Then they wanted me to sign an NDA. I sent a counteroffer, and all contact ceased from Broadspire. I would appreciate any help. Thank you.

  Business Response

  Date: 04/11/2025

  April 11, 2025
  
  Better Business Bureau
  **************************************
  **********,*******; 30022
  
  
  RE:
  BBB Case #:                 23150985
  Complainant:             ******* *******
  Insured:                      Integrity Excavation
  Carrier:                       ************************* Company
  NAIC:                          10863
  Policy No:                    GL0112510206
  Date of Loss:               7/13/2024
  Our file No:                 *********
  
  
  TO WHOM IT MAY CONCERN:
  
  We are in receipt of your correspondence dated April 3, 2025, regarding the above captioned complaint.  Broadspire, a Crawford Company, is the third -party administrator on behalf of ************************* Company and its insured Integrity Excavation. 
  
  We have reviewed Ms. ******** complaint regarding the water damage in her basement which she attributes to the excavating project being performed by Integrity Excavation on behalf of the City of *************, ***  During our investigation, we spoke with the pipe superintendent on the job site, and he indicated the cause of the flooding was due to the heavy rains and lack of black top on the road.  The lack of black top on the road allowed the water to pool over the sewer and the sewer was not able to keep up with the amount of water.   There are three roads that drain into this storm sewer.   Three homes were affected by the flooding.  Our investigation did not find any negligence on the part of Integrity Excavation and a denial letter was sent to the homeowners.
  
   We discovered months later that our insured had been talking to the homeowners and had made a financial offer to resolve their claims.  We were not involved in those conversations nor had any knowledge of them.   We received an executed release for one homeowner and therefore honored that release by issuing a check.   We had no communication with Ms. ******* nor knew of any communication she had with our insured.  The person at Integrity Excavation who was handling this situation is no longer employed.
  
  
  
  In good faith, we have reached out to Ms. ******* and have agreeably resolved this matter for $4,700.00.  The settlement check will be sent out on today.   Should you have any additional questions, please do not hesitate to contact our office to discuss.
  
  Sincerely,
  
  
  
  ******* *********, AINS, AIC
  Team Manager
  Broadspire,a Crawford Company
  PO Box 14350
  ******************
  ************
  **************************************************************************************************
  Broadspire Services CA license # *******

  Customer Answer

  Date: 04/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A vehicle using Broadspire put my car in a total loss. After several months of The process to finalize my total loss claim, my gap insurance needed a valuation report from the insurance. This insurance has been taking six months to get a hold of to receive the valuation report so that my gap can be utilized. because of my total loss, I havent been able to work without a car And therefore my Financial situation has been tainted.

  Business Response

  Date: 02/06/2025

  ************************
  *****************************
  Suite 510
  *********************
  
  February 6, 2025
  
  Via Upload
  
  ***** *******
  ****************** Apt 13E
  ********** ** 33033
  
  
  RE:      Filing Number:                      ********
              Filing Accepted Date:             1/28/25
              Insured:                                   South Motors Automotive Group       
              Claimant:                                 ***** *******
              Complainant:                           ***** *******
              Underwriting Company:          Continental Casualty Company                                
              Claim No.:                               190230891
  
  To Whom It May Concern:
  Continental Casualty Company, which is one of the ************* companies, acknowledges the receipt of the Better Business Bureau complaint (BBB),filing number ********* which was filed by ***** ******** The BBB identifies the filing accepted date as 1/28/25.  This letter shall serve as Continental Casualty Companys response to the BBB. to the ****
  BBB ALLEGATIONS
  We have reviewed the BBB complaint. The complaint states that the reason for the notice is Repair Issues.  The complaint further states that it took 6 months to obtain Total Loss Evaluation to finalize Gap claim and Mrs. ******* was unable to work without a car.
  DISCUSSION
  This claim was reported to Broadspire on December 13 28, 2023.
  
  Broadspire represents their client, ****************************** This accident occurred on December 12, 2023, on Southbound State Rd. 5 in ********** **. Our clients parts driver, ******* ****** was traveling on Southbound State Rd. 5 when he rear-ended Mrs. ******** vehicle.   
  
  This matter was investigated, and our liability position was determined on January 8th, 2024
  
  On January 8th, 2024, Broadspire forwarded a copy of appraisal in the amount of $7,218.45 to Mrs. ******** body shop, Jesses Paint & Body. The repairs were approved to proceed.
  
  On January 16th, 2024, Broadspire received a supplement from Jesses Paint & Body in the amount of $7,768.75.
  
  On January 23rd, 2024, Broadspire reached out to Jesses Paint & Body requesting photos and repair date to support the supplement in the amount of $7,768.75. On the same day, the supplement was forwarded to our appraiser that wrote the original estimate for review.
  
  On February 2, 2024, Broadspire received reviewed supplement,which deemed Mrs. ******** vehicle a Total Loss. On the same day, Broadspire reached out to Jesses Paint & Body and advised shop that vehicle was deemed a total loss and obtain current fees and arranged salvage pickup.  
  
  On February 7th, 2024, the vehicle was picked up by the salvage vendor.
  
  Broadspire has worked with Mrs. ******** and her lienholder *************** to obtain the necessary documentation in order to finalize total loss.
  
  On May 8th, 2024, a lien settlement offer was made in the amount of $17,572.72 to *************** Our payment was issued and the check cleared on May 17, 2024.
  
  On July 30, 2024, Broadspire has received executed release from Mrs. ******* for the total loss settlement amount issued to ***************
  
  On August 19, 2024, Broadspire forwarded the total loss summary to *************************** with cc to Mrs. ******** Broadspire received an email confirming receipt.
  
  On August 20, 2024, Broadspire received an email from ************************** asking for the *** claim # or last 8 of the *** and to resent in a pdf format as the original one was corrupted.
  
  On September 9, 2024, Broadspire spoke with Mrs. ******* via telephone and sent an email outlining the total loss evaluation.
  
  No further communication has been received from Mrs. ******* regarding the Total Loss Evaluation Report. 
  CONCLUSION
  In summary, Mrs. ******* was advised that her vehicle was deemed a total loss. We were informed that she arrived at the shop and removed her personal belongings on February 6th, 2024. *********** should have started to look for a replacement vehicle in February.
  
  There was no delay on Broadspire's part to provide the ************* with the Total Loss Evaluation Report. Our original request came in on August 19th, 2024, and Broadspire responded on August 20th, 2024. Broadspire has sent another copy of the Total Loss Evaluation Report to Mrs. ******* on September 9th, 2024, and has not heard from Mrs. ******* since. 
  
  Should you have any questions, please do not hesitate to contact me.
  Very truly yours,
  
  
  Sincerely,
  
  
  On Behalf of:
  Continental Casualty Company
  
  
  Aga Slawuta    
  Team Manager, ***

  Customer Answer

  Date: 02/09/2025

   
  Complaint: 22869726
  
  I am rejecting this response because:

  As shown in the documents attached to the first complaint, I have continually tried to receive contact from Ms. *********** past September 9th, 2024.  Ms. *********** was told that the first document send for the valuation report did not open via the link she sent, so she was asked to send it again. In the second attempt to send the valuation report Ms. *********** was on a merged call with a GAP agent and I so that the agent can explain to Ms. *********** that the document was not the correct one. They have also communicated with each other via email. Searching for a secondary vehicle is not possible because the title for my 2020 ****** Corolla is still with the bank until GAP receives the correct paperwork they have been waiting for over 5 months.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 02/19/2025

  ************************
  *****************************
  Suite 510
  *********************
  
  February 19, 2025
  
  Via Upload
  
  BBB
  ***************************
  Suite 510
  ********************
  
  
  RE:      Filing Number:                      ********
              Filing Accepted Date:             1/28/25
              Insured:                                   South Motors Automotive Group       
              Claimant:                                 ***** *******
              Complainant:                           ***** *******
              Underwriting Company:          Continental Casualty Company        
              Claim No.:                               190230891
              Policy No.:                               AYA737204726
  To Whom it May Concern:
  Continental Casualty Company, which is one of the ************* companies, acknowledges the receipt of the Better Business Bureau complaint (BBB),filing number ********, which was filed by ***** *******. We are in receipt of the rejection response filed on February 10, 2025 by ***** *******. This letter shall serve as Continental Casualty Companys follow up response. to the ***.
  Broadspire has received and reviewed Mrs. ******** response. Broadspires original response was provided based on the file notes and email communication proving that Broadspire provided Total Loss Evaluation on multiple occasions. Furthermore, any time a vehicle is deemed a total loss, owners are advised to start looking for a replacement vehicle to avoid being without a transportation. Therefore, there is no change to Broadspires original position.  
  Should you have any questions, please do not hesitate to contact me.
  Very truly yours,
  
  
  Sincerely,
  
  
  On Behalf of:
  Continental Casualty Company
  
  
  Aga Slawuta    
  Team Manager, AIC
  Broadspire *********************** ***********
  PO Box 14350
  *****************************
  phone: ************
  fax: ************
  email: ********************************************

• Initial Complaint

  Date:01/24/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a Tort with the ******** DOT for damages I incurred from poor road construction on HWY 18 in ********. The process involves this going before their Insurance Company, Crawford and Company and Broadspire (I will file a separate complaint against that company, I believe a subsidiary). Over 3 months, I filed and requested information and responded to questions from their investigator, who was alway delayed and took long periods to respond, if at all. Numerous phone calls went un answered along with Voicemails and emails. One time, the investigator even told me he was "too busy" to call me back via email. I provided all requested information, however, twice I received paper notices that I had not responded. This in NOT true and a total fabrication, as I have the emails. Each time I received a paper correspondence, I immediately emailed and/or called the investigator. My claim was then marked as closed for non- response. Clearly, this is a tactic to avoid any pay out on behalf of the policy and the State of WA. This information about the closure of the claim came not from the insurance company, but a representative of the State, ******* *****. The investigator, ***** ******, never gave me any detail on this and I reached out to the state contact I had because after numerous attempts for follow up/response I made to ***** ******, I hoped to have some information regarding the claim. This insurance adjustor and company clearly use these tactics to intimidate and scare off those seeking the claim. Still, to this date, ***** ****** from the insurance company has yet to respond in anyway. I have attached the initial Tort claim with the state and the detail of emails from the insurance company.

• Initial Complaint

  Date:01/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got hurt at work last year. We went to court and had a settlement agreement and now its past ******************************************************************************** another motion to bring them back to court to get a penalty and damages for them being late. I try to email the adjudicator she never returned my calls. I tried to ask my attorney, he never returned my calls, so Im bout to go above both of their heads to get my money.

  Business Response

  Date: 01/22/2025

  January 22, 2025
  
  
  Georgia BBB
  **************************************
  Alpharetta  GA  30022
  
  
  RE:                   Complaint ID.:             22783353
  Complainant:              ******* *****
  Insured:                       ***********************
  Insurer:                        Safety National
  NAIC No.:                     15105
  Date of Loss:                April 15, 2024
  Claim No.:                   190319111-001
  
  
  
  Thank you for the opportunity to respond to the above referenced complaint matter involving the insured, ******************, and the claimant, ******* *****.Broadspire, a Crawford Company, is a third-party administrator handling claims on behalf of Safety National. Broadspire is not an insurance company.
  
  This matter involves a reported delay in the issuance of workerscompensation settlement check. We have reviewed the file materials and note that the issue has been resolved. The claimants settlement check was issued on December 31, 2024 and mailed to her attorney. Subsequently,  the check was cashed January 13, 2025. This matter has been resolved and our claim is closed.
  
  
  
  Sincerely,
  
  ******* ********
  VP Claim Operations **********************
  Broadspire Services, Inc. on behalf of:
  SAFETY *****************************

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. Person/Entity You Are Complaining About Name: Crawford & Company Specific Contact:Mr. ***** ******, Senior Liability Examiner 2. Claim Information Claim Number: 190159645-001 Date of Loss: August 26, 2023 Location of Incident: *******************, ************************************** 3. Reason for Complaint Lack of response to your insurance claim despite multiple follow-up attempts and comprehensive documentation provided.Alleged bad faith insurance practices, including failure to communicate, resolve, or appropriately address a valid claim.4. Details of Complaint I sustained a serious injury due to faulty equipment provided by ********** Brooklyn during my stay on August 26, 2023. The hotel's negligence resulted in significant physical, emotional, and financial damages. I filed an insurance claim with Crawford & Company (Claim Number: 190159645-001) on September 5, 2024, and submitted detailed documentation of my injuries, medical treatments, and associated costs. Despite multiple follow-up attempts (via phone, email, and mail) on September 10, September 18, October 25, November 6, November 12, 2024, and January 7, 2025 I have received no substantive response.Their continued silence demonstrates a lack of professionalism and accountability, violating my rights under insurance law. This delay has caused additional emotional and financial distress, as my medical expenses and chronic pain management remain unresolved.5. Resolution Sought A complete review of the claim by Crawford & Company.Immediate settlement of all covered medical expenses, compensation for pain and suffering, and any related financial impacts as outlined in my claim.A formal explanation and accountability for the delay.

  Business Response

  Date: 01/22/2025

  Thank you for the opportunity to respond to the above-referenced complaint matter. Broadspire is the third-party administrator handling claims on behalf of ******************* and Starr Indemnity & Liability Company is the issuing company.  Broadspire is not an insurance company.  Broadspire, as the third-party administrator, is responding on behalf of Starr Indemnity &Liability Company.  We are in receipt of a New York Department of Financial Services complaint dated January 9, 2025, wherein Mrs. *** has indicated that Crawford & Company has failed to respond to Mrs.**** correspondence and is looking for settlement of this matter.
  
  This matter allegedly occurred on August 26, 2023 and reported to Broadspire on September 9th, 2023, It is alleged by Mrs. *** that she was utilizing a Spri Band, which was provided by ******************* in her hotel room, when the band snapped during an exercise, and allegedly caused ******* to fall and sustain injury to her left knee. It is further alleged by ******* that the Spri Band was deteriorated and dry. Mrs. *** has retained the Spri Band.
  
  As you may understand the liability in this matter is questionable.The handling adjuster explained the claims process to Mrs. *** on several occasions, requesting the complete documentation and associated invoicing for her alleged treatment. The adjuster explained that we are unable to pay for treatment as received, but that we would need all related treatment records upon maximum medical improvement. It is at that time that we would be able to properly evaluate Mrs. **** alleged injuries and discuss any available settlement.
  
  Our most recent interaction with Mrs. *** was from an email received on January 7, 2025. A response was sent to Mrs. *** on January ******* requesting confirmation of the treatment records submitted and supporting documentation for the unconfirmed treatment and expenses. A follow up request was made on January 21, 2025 with no response to date.
  
  We look forward to receiving all the necessary information and supporting documentation from Mrs. *** to properly evaluate her damages and attempt to resolve this matter with her directly. We trust that the provided information satisfies your inquiry. Should you have any further questions and/or concerns, please do not hesitate to contact the undersigned.
  
  ****** ******
  Team ********************************* Broadspire
  P: ************ 
  E: ****************************************************
  A: PO Box *****, *********, KY 40512
  

  Customer Answer

  Date: 01/27/2025

  Thank you for assisting me with this matter. I wanted to inform you that I received an email from ***** after filing the complaint with the BBB.
  In his email, he mentioned the $1,502.44 rehab statement and requested specific details about the treatment facility. He asked for the actual statement (not a screenshot) to verify its source, along with the following:
  The name of the provider,
  The recommendation from my primary care physician to this facility, and
  An itemized billing breakdown for the $1,502.44.
  Regarding the *********************************, he stated that the ******* summary notes are valid as they align with the treatment notes, which he has accepted. However, he raised a concern about an approximate 90-day gap in treatment from November 27, 2023, to March 18, 2024.
  To address this concern: I traveled back to ****** during this period because my father, who passed away many years ago, is buried there. His remains needed to be relocated from his coffin to an urn and moved to a different site. While in ******, I did seek medical care for my condition. However, due to the minimal costs covered by ********************************* and the complexities of international claims, I chose not to submit these expenses for reimbursement.
  Additionally, I have been dealing with unopened wounds and cellulitis for the past two weeks, requiring hospitalization. As a result, I havent been able to address Jamils concerns promptly, but I plan to follow up with him sometime this week.
  I would also like to note that I have been exceedingly polite and patient with Jamil throughout this process, despite being ignored repeatedly until I filed a complaint with the BBB. This behavior is highly unethical. I sustained injuries due to the lack of maintenance of equipment provided by their facility (see the attachment), yet I have been cooperative and transparent about my situation. Their disregard for my communications until the BBB intervened is unacceptable, and now they are pressuring me to resolve this matter urgently.
  Thank you to the BBB for helping facilitate this process. I will keep you informed of any new developments.

• Initial Complaint

  Date:12/11/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business refuses to communicate with me on in any way shape or form; has rendered me homeless twice and has put me in extreme hardship with creditors; I call at different times daily leaving countless voicemails and have escalated things as far as they will let me with no resolution; my adjuster refuses to contact me to issue my the remaining <$2000 owed to me from my injury claim. Higher *** that cannot make adjustments to my file have told me the adjuster is some responsible yet I have no communication with her and am rendered in extreme debt. They have told me they have my TTD checks are ready but refuse to contact me on the correct address to send them to.

  Business Response

  Date: 12/13/2024

  December 11, 2024
  
  Georgia BBB
  **************************************
  ***************; GA  30022
  
  RE:                             Complaint ID.:   ********
  Complainant:              ********* *******
  Insured:                      ***********************
  Insurer:                       Safety National
  NAIC No.:                   15105
  Date of Loss:               August 16, 2024
  Claim No.:                   190412528-001
  
  Thank you for the opportunity to respond to the above referenced complaint matter involving the insured, ******************, and the claimant,********* *******. Broadspire, a Crawford Company, is a third-party administrator handling claims on behalf of ***************. Broadspire is not an insurance company.
  
  This matter involves a reported delay in the issuance of workerscompensation benefits. We have reviewed the file materials and note that the issue has been resolved. The claimants benefits were issued on December ******* and sent on a priority basis. Broadspire spoke with claimant on December 10, 2024 and confirmed issuance of the final benefits that were due. Of note, the claimant did have issues receiving his checks timely as the claimant provided address changes which resulted in Broadspire having to reissue checks. We have confirmed with the consumer that any/all issues have been resolved at this time.
  
  Sincerely,
  
  ****** *******
  Team Manager
  Broadspire Services, Inc. on behalf of:
  SAFETY *****************************