ComplaintsforCrawford & Company
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Complaint Details
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Initial Complaint
04/29/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Insurance ( home) denial Failure to provide a timely response After repetitive calls, and subsequent Adjuster, where he was literally clueless ******************** , I want them to send a competent adjuster, and not be cancelled subsequently . The amount I seek is conducive with a reputable, educated adjuster Date of loss 1/9/2023Business response
05/02/2024
BBB of *************, ****** & NE *******
*******************************************************br>Suite 500
*************************
RE: BBB ID: 21643094
Complainant Name: ***************************
Insured: ******* and ***********************
Insurance Company: *********************** Company
Policy No.: HOM ******* 01
Effective Dates: November 17, 2023 November 17,2024
Date of Loss: January 9, 2024
File No.: 6600-4374954
We are in receipt of **************** correspondence dated April 30, 2024.
In the narrative of **************** complaint, he referenced Insurance (home) denial.Failure to provide a timely response. After repetitive calls and subsequent Adjuster, where he was literally clueless for ***************** I want them to send a competent adjuster, and not be cancelled subsequently. The amount I seek is conducive with a reputable, educated adjuster.
Crawford &Company is not an insurance Company. Crawford & Company is the independent adjusting company retained by *********************** Company to perform a limited task assignment to inspect the damages at ****************************************************************** Our office was requested to prepare an estimate for wind damage to the fascia metal and water damage to the kitchen ceiling.
We have reviewed our file materials, and we offer the following outline of the limited assignment performed:
January 19, 2024, our adjuster spoke with **************** to schedule an appointment to inspect the damages. The adjuster noted this was a two-story roof and a ladder assist would be required.
January 22,2024, the adjuster confirmed an inspection date of January 30, 2024.
January 29,2024, the adjuster received a voicemail from the insured stating they had to cancel the inspection due to a family emergency.
January 31,2024, the adjuster reached out to the insured to reschedule the appointment and left a message at that time.
February 6,2024, the adjuster needed to reschedule the inspection for February 9, ****************************************** the area.
February 9,2024, the inspection was completed.
February 12,2024, the estimate of damages and report issued to client. The file was then closed.
We regret we can provide no additional information into this matter; however, our office has had no additional involvement in this matter.
*****************************, AIC-M,AIM
Area Manager Field Operations
Crawford & Company
U.S. Loss Adjusting
P+ ************ M+ ************
E *******************************************
W www.crawfordandcompany.com
A *****************************************************Initial Complaint
04/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We spent a week at the ************************. Our vehicle sat for a week in the parking garage, yet the night before check out it was stolen. Our vehicle was stolen from The Delta Marriott's SECURED underground parking lot, after midnight. The hotel is secured after hours, and a room key is needed to gain access. Our vehicle was stolen from their SECURED underground parking garage.Seeking reimburstment for travel to get home, as I never would have flown home, I would have preferred to drive. The company has a F rating on your site, and based on my research it appears they deny, deny, deny until you go away. I'm offering another chance to make this right.Business response
04/12/2024
The claims office communicated directly with the consumer on this matter.Initial Complaint
03/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On February 22,2024 I was informed that additional information was needed regarding my claim As of today March 20,2024 I have not heard of received any feedback regarding my appeal this has been the most difficult time in my life and the lack of communication and process and procedure is terribleBusiness response
03/22/2024
Our office has communicated directly with the complainant on this matter.
Thank you
Initial Complaint
03/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was injured in December 2022 at ****** while getting my vehicle fixed. ****** referred me to their 3rd party Broadspire. I have been trying to resolve this case for over a year. Within that time, 2 adjusters have dropped from the business, I have been ignored multiple times. *** sent emails , left voicemails, tried to speak to someone to get it resolved but no one has responded. This injury has changed my life in negative ways and I just want this case to be settled. All information has been provided for over a few months now.Business response
03/25/2024
Broadspire has been in touch with **************** since January 20, 2023, and has obtained her medical records and various other documentation.
Broadspire solicited a demand, but to date have not received one. Most recently, in March 7,2024,Broadspire emailed and left a voice mail message to **************** outlining what was needed to move forward with her claim.
**************** was notified of the statute of limitations for her claim and was asked to advise Broadspire of any questions she has at that time.
Upon receipt of the requested information, Broadspire stands ready, willing and able to work with **************** to resolve this claim.Should you have any questions, please let us know.
Customer response
03/25/2024
Complaint: 21381385
I am rejecting this response because: The email sent to me on March 7th, 2024 by ***************** was demanding documentation that had already been provided twice , to a previous employee by the name of *************. All necessary documentation has been provided as of February 7th, 2024. This documentation includes all surgery/procedure related information. All medical billing/records were provided to another previous employee by the name of *********** in March of 2023. If there is specific additional documentation that is needed, I have no issue obtaining and providing that. However, I will need a list of documentation that has yet to be received, as I have sent everything I have.
Sincerely,
Sierra ******Business response
04/15/2024
Our office communicated directly with the consumer.Initial Complaint
02/27/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unresolved
On January 6, 2023 I hurt my back working for The Garda Security company. I seen several doctor's including a Back and Spine specialist as well as a Chriopractor for months. In September, 2023, my doctor instructed me to take a 6 weeks leave of absence. Broadspire was notify of my injury in September, but refused to ***** me ********* comp. *********************** who works for Broadspire and her number is ************** ) refuse to call me, or help me with my claim. They don't return phone calls or messages.Business response
03/06/2024
Please see a brief extension request for the above-captioned complaint matter.Customer response
03/08/2024
Complaint: 21355971
I am rejecting this response because:
I've been waiting for my claim to be resolved since September of 2023. I've been getting the run around since day one. I didn't work for 2 months and I haven't received not one check to help me take care of my family. I had to borrow money from my extended family just to make ends meet. I hurt my back while working on my job at Garda, and to not receive some kind of funds till my claim is resolved really frustrated me. I need financial help right now. I've been ignored by Broadspire for months.
Sincerely,
**************************Business response
03/11/2024
Please see the attached.Customer response
03/12/2024
Complaint: 21355971
I am rejecting this response because:
The letter that was sent to me a few days ago, IS NOT COMPLETELY TRUE. Broadspire only reach out to me a few times during my time off from work. I had maybe an over an hour phone conversation with Ms. ************** I was told that after they review my conversation, I should be receiving my 6 week back pay from Broadspire. And this Back pain was created from me twisted from the Garda Armor CAR Truck. I was without pay for 6 weeks, while following my doctor ****** to take a leave of absence while they help me with the major pain in my back. This IS NOT SOMETHING I INHERENT in my life. I'm behind with my home bills waiting on benefits from Broadspire. I don't know WHY I'm having such a hard time receiving benefits. Can you please ( Broadspire) send what I believe it's owed to me from my on the job ( Garda) injury
Sincerely,
**************************Initial Complaint
02/21/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I was in communication with this company, in regards to a client, and The communication has ceased and I am not able to get in touch with anyone. I have emailed the company and attached Supervisors. I have spoken with supervisors on the phone and then follow up calls that were promised on their part were never made, just disappeared. I am seeking open communication in a timely manner so I can communicate with my client about resolutions. I have email confirmations that documents were received, and confirmation emails stating that I would have a resolution within 24 hours. it has been over 6 weeks from initial confirmation email and no responses have been made sinceBusiness response
02/23/2024
We cannot identify this claim based upon the information provided by the complainant.
No response has been received to this inquiry.
Initial Complaint
02/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I had a claim approved with Crawford&Co through their Airbnb Host Policy. Details of the claim are irrelevant as the next events would deem it so. I was awarded $214.62 in USD so it roughed out to $268 CAD as the claim was filed in ******* through Airbnb, paid my rental with USD, and Airbnb policy states they pay out USD [unless at their discretion]. On November 29, 2023, I received a post from Crawford for a $268 check CAD. After discovering my banks did not accept foreign checks and my business bank required me to endorse the check and mail it to another bank only to get it back in 120 days, I reached out to Crawford to ascertain why I was not issued a USD check, as they do business in both countries, they would have bank accounts in both.After weeks of poking emails to Crawford and then the holidays, on January 11, ****, an adjuster contacted me stating that Crawford made an error with sending the check in CAD, requested me to destroy the check, and would be issued a new one in USD immediately. On January 22, ****, a status update was given; the new check was issued and sent out on January 16, ****, and it can take up to two weeks to arrive. On January 27, ****, I received Crawford's post containing two checks [dated January 17, ****]. One was for $214.62 CAD [#******], the other $214.62 USD [#*****], however, both were drawn from ******** banks and using ******** check/routing system. I requested why not use their US Bank accounts as customers have received Crawford insurance claim checks from US banks in USD. On January 29, ****, I contacted the adjuster and included their director [as that contact info was in his email footer]. Their responses were lackluster in a request to confirm receiving two checks. I asked if there were any other payout methods we could utilize as this was now two months of time wasted on both parties.As of February 1, ****, I have yet to receive a response, and checks sent to me are unable to cash with my banks.Business response
02/08/2024
We have communicated directly with the consumer on this matter.Customer response
02/08/2024
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
01/25/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Date with issue: December 14th, 2023 to current.Issue: I was injured at work and have been dealing with medical issues. My claim was sent to Broadspire to assist with my claim and I've been unable to get assistance. I finally spoke with a manager and she assisted me the one time but now my claim was shifted to another agent and I'm now unable to get in contact with anyone. I am being poorly represented and I am to the point where I need help.Customer response
01/24/2024
So I was given the address P.O. box ***** *********, ** ***************************************** was ********************. Now I am with someone new. I don't know her name and was told I was going to be sent information to get paid for lost time and gas to and from doctor ************ and haven't received anything nor heard from them since. I try calling the main office and as soon as it allows me to wait for a representative to answer the line disconnects. I just want assistance with my injury. I feel like I'm not being helped with this and I'm behind on bills because of lost time.Business response
02/07/2024
We have reached out directly to the complainant to address their concerns.Initial Complaint
12/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Trip Interruption Claim - Documentation Status - CMS Reference: ******* has been delayed and not responded to by the claims representative. The person that handled the claim was difficult and even though was ill was demanding. The person received the information needed and the result was that this representative was sending the information was sent to supervisor. When I contact the company not a single supervisor is available and they will not be able to provide status on claim without a manager looking at it. They have been a terrible company to deal with and it is not a benefit that is realistic as they request information not needed so that they can delay, defer and most likely deny valid claims.Business response
01/17/2024
Dear Better Business Bureau,
This is in response of the above referenced complaint that was received on December 29, 2023, 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 ***************** Company.
We are in receipt of the correspondence for the above referenced complaint that was received on December 29, 2023, 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 ***************** Company.
In this complaint, ************ expressed dissatisfaction with the length of time taken to resolve the claim, as well as the lack of response from his assigned claims adjuster, and difficulties reaching a supervisor. We have reviewed our file materials and we offer the following in response.
On November 14, 2023, the Broadspire office received notification of the loss. An acknowledgment letter and claim form was sent to ************ via email on November 15, 2023. On November 29, 2023, ************ began submitting documentation to the claim via our secure portal and the claim was assigned to an adjuster for review.
On December 5, 2023, upon review of the submitted documents the adjuster determined that the following required documentation was pending to make a coverage decision:
Confirmation of the non-refundable amounts for the unused Common Carrier tickets, and/or travel vouchers (Additional lodging receipts from the date of interruption on 10/04)
Confirmation of the reason for the trip cancellation; (Medical documents from Columbia confirming the reason for the early trip departure on 10/04)
A copy of the cancellation or refund policies of the Common Carrier, Tour Operator, or Travel Supplier
A copy of the credit card statement which shows that the purchase of the Common Carrier ticket was charged to your credit card; (We must be able to see the first six digits of the credit card number and the pre-printed accountholder name and address. However, for security purposes we suggest that you block or remove the remaining digits of your card number.)An email was sent to ************ on the same day advising of the pending documents. The assigned adjuster also spoke with ************ on December 5, 2023, to discuss the pending documents, details of the loss, and policy language.
On December 9, 2023, ************ submitted additional documentation for review. On December 14, 2023, the additional documentation was reviewed by the adjuster. It appears the file was still pending a copy of the cancellation or refund process and the credit card statement. ************ spoke with his adjuster on this day, and he was advised of the pending documents again via telephone.Our review of the file indicates that ************ also spoke with his adjuster on December 21, 2023, where the adjuster advised the claimant that the incorrect credit card statement was provided, adjuster explained which credit card statement is required. ************ uploaded the final documentation later that day. On December 27, 2023, the assigned adjuster reviewed the documentation and submitted his recommendation to management for review.
On December 28, 2023, a member of the management team reviewed the file and agreed with the adjusters recommendation to deny. Based on our review of the policy, the documentation provided, and the facts of the loss, it was determined that ************** claim did not qualify for Trip Interruption benefits. This policy reimburses pre-paid and unused Common Carrier passenger fare when a covered cause of loss occurs. While an illness is a covered cause of loss, we are not able to issue payment for the claim. Lodging, meals, and car rental expenses does not meet the policy definition of Common Carrier Passenger Fare and are not reimbursable. The additional airfare expense does not qualify as unused Common Carrier Fare because the flight was used. In addition, ************** brother did not meet the policy definition of an Insured Person.
A copy of the denial letter was issued to ************ on January 2, ****, via email, and our file was closed.
We regret that our decision regarding this claim could not have been more favorable. To better understand the basis for our denial, please refer to the below policy language:
Contract
Section II - Persons Insured
The following are the Persons Insured under this policy:
All personal card cardholders, their spouse / Domestic Partner, and unmarried Dependent ********************************************** Person
Insured Person means a person described as a Class member in Section II of the Declarations, Persons Insured.
Endorsement
Financial Services Common Carrier - Trip Cancellation/Trip Interruption
With respect to Financial Services Common Carrier Trip Cancellation/Trip Interruption only, Section I of the Contract, Coverage, is amended to include the following:
In the event of the Insured Person's Trip Cancellation or Trip Interruption, we will pay up to the TripCancellation/Trip Interruption Benefit Amount shown in Section IV of the Declarations, Benefits. Our payment will not exceed either:
1)the actual Non-Refundable amount paid by the Insured Person for a Common Carrier
passenger fare(s); or
2)the Trip Cancellation/Interruption Benefit Amount shown in Section IV of the Declarations, Benefits.
The Insured Person will relinquish to us any unused vouchers, tickets, coupons or travel privileges for which we have reimbursed the Insured Person.
The Trip Cancellation or Trip Interruption of the Insured Person must be caused by or result from:
1)death, Accidental injury, disease or physical illness of the Insured Person or an Immediate Family Member of the Insured Person; or
2)default of the Common Carrier resulting from Financial Insolvency.
The death, Accidental injury, disease or physical illness must be verified by a Physician and must prevent
the Insured Person from traveling on a Covered Trip.
Definitions
Common Carrier
Common Carrier means any licensed land, water or air conveyance operated by those whose occupation or business is the transportation of persons or things without discrimination and for hire.
Covered Trip
Covered Trip means travel on a Common Carrier when the entire cost of the passenger fare for such transportation, less redeemable certificates, vouchers or coupons, has been charged to an Insured Person's Account issued by the Policyholder.
Non-Refundable
Non-Refundable means the amount of money paid by or on behalf of the Insured Person for a Covered Trip which will be forfeited under the terms of the agreement made with the Common Carrier for unused travel arrangement and for which a travel agent or travel supplier will not provide any other form of compensation.
Trip Interruption Trip Interruption means the Insured Person's Covered Trip is interrupted either on the way to the point of departure or after the Covered Trip departure. Should you have any additional questions or concerns, please do not hesitate to contact the undersigned.
Sincerely,*****************************
Claim Director
North America Claims
Chubb Insurance
**************
*****************Initial Complaint
12/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Filed a Trip cancellation claim with Broadspire - this company serves the **** of America credit card Trip cancellations. The claim number is *******: I provided all documents, but this company just simply ignores the customers, I don't see any progress on my claim and they don't respond on phone calls and emails. Please helpBusiness response
01/08/2024
Attached is the response to BBB ********Customer response
01/08/2024
The response from the business is a lie: Neither full NO partial payment/refund was issued at all. I need them to issue the refund. Also, they requested from me a proof of relationship with the second person traveling with me. He is my domestic partner; although it is very humiliating and unusual from Trip cancellation company to request the bank joined account and joined mortgage statement !!!!!! I traveled a lot with my partner and never ever had this ridiculous request. Anyway, I provided a combined bank statement and comined auto insurance statement, but they rejected this information. Please, follow up with this horrible company to help me receive the refund. They do lie, and do everything possible to deny a claim
Thank you very much
Sev
Business response
01/22/2024
Attached is the BBB response to the complaint's response.
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Customer Complaints Summary
180 total complaints in the last 3 years.
28 complaints closed in the last 12 months.