ComplaintsforCrawford & Company

Insurance Claims Processing

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Initial Complaint
11/02/2023
Complaint Type:
Service or Repair Issues
Status:
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.
they are handling a claim for my home, state farm is my insurance. they have been ignoring me for 4 months now and i cant get a hold of anyone since everyone is a crawford employee. im very unsatisfied with their actions and do not recommend anyone to work with this company
Business response
11/10/2023
The complainant has been contacted by the insurance company
Initial Complaint
09/24/2023
Complaint Type:
Billing Issues
Status:
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.
We have a credit card with travel coverage with Broadspire. We were verbally assaulted on a trip from our VRBO hosts, so it wasnt safe to stay there. VRBO wouldnt issue a refund. So we filed a claim with Broadspire and they denied it.
Business response
10/09/2023

Customer response
10/09/2023

Complaint: 20650462

I am rejecting this response because:

The home Was unsafe. We had no choice but to pay for another hotel This means that the trip was interrupted and should be covered

Sincerely,

*****************
Business response
10/20/2023
Dear Better Business Bureau,
This is in response to additional response from ***************** that was received on October 9, 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 her response, ************ advised that she is rejecting our response to her complaint. In addition she stated, the home was unsafe. We had no choice bu to pay for another hotel this means that the trip was interrupted and should be covered.  The policy covers certain perils which are shown in the pertinent policy language below. Cancellations related to the hostility of the property owner or feeling safe at a particular location are not covered perils.  In addition, losses associated with lodging expenses do not meet the policy definition of Common Carrier passenger fare, therefore this is not a covered loss under the policy.
Please see pertinent policy information below:
Section I Insurance
B) Travel Insurance
Financial Services Common Carrier Trip Cancellation/Trip Interruption
In the event of the Insured Person's Common Carrier Trip Cancellation or Trip Interruption, We will pay up to the Trip Cancellation/Trip Interruption Benefit Amount shown in Section IV-C of the Schedule of Benefits. In no event will We pay more than 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-C of the Schedule of Benefits.
The Insured Person will relinquish to us any unused vouchers, tickets, coupons or travel privileges for which we have reimbursed the Insured Person. In no event will we pay more than the Maximum Benefit Amount as shown in Section IV-C of the Schedule of Benefits in any twelve (12) consecutive month period regardless of the number of Trip Cancellation/Interruption claims made in that twelve (12) month period.
The Trip Cancellation or Trip Interruption of the Insured Person must be caused by or result from
death, Accidental injury, disease or physical illness of the Insured Person or an Immediate Family Member of the Insured Person ; or 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.
Section VII Definitions
Common Carrier
Common Carrier means any motorized land, water or air Conveyance, operated by an organization other than the Policyholder, organized and licensed for the transportation of passengers for hire and operated by an employee or an individual under contract. Common Carrier does not include sight seeing tours or any Conveyance used for recreational activities.
We regret that our decision regarding this claim could not have been more favorable, but we must abide by the policy provisions.
If you have any questions, please contact the undersigned.
Sincerely,
*****************************
*****************************
Sr. Claims Specialist
*********************
Chubb Insurance
**************
*****************
Customer response
10/20/2023

Complaint: 20650462

I am rejecting this response because:
As stated earlier, the host was violent and the home was not safe for my children or family. This is the definition of trip interruption because we had to pay for lodging elsewhere and got no refund

Sincerely,

*****************
Initial Complaint
09/21/2023
Complaint Type:
Product Issues
Status:
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.
Apparently Crawford and ** handles damage claims for *** in the excess of $500. I am a high volume **** reseller. I shipped a fully insured limited edition statue which **st the customer $950. This item was triple boxed. *** slammed it in a door or something box was smashed item was broken. Customer filed a return which the process through **** is for the customer to ship item back to me and upon me receiving refund them their money. So upon receipt of item back from customer I filed a claim with *** which got passed to Crawford. I was informed my claim was denied due to reshipping the item prior to *** inspecting. Their guidelines do say if its Is reshipped prior to *** inspecting a claim may be denied but it does not state it is automatically denied. I followed my **** guidelines which then faulted me in *** guidelines. I tried to explain to the representative that if I didnt get the statue back before refunding the customer their ******* (purchase+taxes) the customer would have no incentive to give them the item for inspection they would likely keep my statue and my money which is why **** has me follow those guidelines not to mention the fact that the responsibility of filing claims falls on the seller because it keeps seller responsible for shipping item securely also my customers schedule did not permit for him to meet *** drivers for a call tag. I followed all of my guidelines as an **** reseller and because I followed procedures on one platform I was in violation on an another. I would also like to add the representative ******************* is the rudest nastiest person I have ever spoken with I am sure she is an excellent claim adjuster being that she seems to truly enjoy and relish the fact that she gets to tell people no. It is my honest opinion that **mpanies use Crawford to tell customers no and Crawford hires people who are low qualified and gives them a position of power to make decisions and these people do nothing but deny all claims worst company ever
Business response
09/21/2023
September 21, 2023

BBB of Metro Atlanta, ****** &NE *******
***********************; NE Ste 900
*******, ** 30303

Re:       Complainant:                           *********************
            Your File No.:                         20635082
            Date of Shipment:                  September 5, 2023
            *** Customer:                      **** Inc
            Account No.:                          AC9818
Claim No.:                              50494658
Tracking No.:                         1ZAC98184299761183

Dear Sir * *****

This is in response to your letter of September 21, 2023, concerning a complaint made by ********************** Crawford and Company has been retained as the claims representatives, authorized to investigate, evaluate, and accept or deny declared value claims for packages shipped by ***.

The package in question was shipped by ********************* through her **** account. It was found damaged when it arrived at her customers location. She had the package shipped back to her under a different tracking number and then presented a claim to *** on September 18, 2023.

*** provides $100 of protection and shippers can purchase protection above that amount. The *** Terms and Conditions provides the basis of any claim payment or denial. Section **** states that the original packaging materials must be made available for inspection to *** prior to reshipment.

            Original Packaging Materials
            In the event that a claim is made for damage to a Shipment, the original
            Packaging materials must be made available to *** or its designee for
            Inspection prior to reshipment.

************ was advised of this requirement and her claim was closed without payment. If she has any new information that changes the facts above, we are open to reviewing them. She also emailed our office this morning and has not answered our questions in the response.

If we can be of further assistance in this matter, please do not hesitate to call.

Sincerely,

**********************, CPCU, AIC, AINS
Crawford & Company
*******************
Initial Complaint
09/09/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Trip canceled due to wife's pregnancy and return date overlapping with the expected delivery date. Filed a claim but the insurance company hasn't reviewed my claim in 4 months.The travel insurance company I had a policy with was Broadspire(Crawford & Company). Insurance claim (claim #*******) was filed in May 2023. After the initial review of the documents, additional proof was requested and was provided within a week. 4 Months have passed since then and even after numerous phone calls and voice mails, no action was taken.The customer service line always picks up the phone and asks me to talk to the adjuster. The adjuster never picks up his/her phone and is unreachable. Left a voice mail numerous times and never got a call back.Can I get some help, please?
Business response
09/25/2023

CHUBB
P.O. Box 4700
**********, ** 23327
O ************
E ****************************************

September 25, 2023

Better Business Bureau of Metro Atlanta, ****** & NE *******
***********************************************
*******, ** 30303

RE: Case ID:

20579886

Complainant:

******************;

Claim Number:

4191525

Policy No.:

9907-44-34

Date of Loss:

05/17/2023
Type of Claim:

Credit Card Benefits - Trip Cancellation

Writing Company:

Federal Insurance Company

To Whom It May ****************** received the consumers complaint submitted to the Better Business Bureau of Metro Atlanta,
Athens & NE ******* (hereinafter BBB). This claim was handled by our third-party claim
administrator, Broadspire Services, Inc., a subsidiary of Crawford & Company (hereinafter
Broadspire), the third-party administrator assigned to process claims on behalf of Federal Insurance
Company. In the complaint, it is indicated that the claimant has not had documents reviewed in four
(4) months and is unable to contact the adjuster who handled the claim.

The complainant is covered under policy number 9907-44-35 (hereinafter the Policy) which
provides *************************** through use of their **** of ************ Signature credit card
to secure the common carrier transaction. Therein, it outlines the terms and conditions of the benefit.
Please note, the Policy outlines that the following loss(es) are not covered:

This benefit does not apply to loss caused by or resulting from:
5) the Insured or an Immediate Family Member:

a) traveling against the advice of a Physician; or

b) traveling while on a waiting list for specified medical treatment; or

c) traveling for the purpose of obtaining medical treatment; or

d) traveling in the third trimester (seventh month or after) of pregnancy.

Additionally, the Policy contains the following exclusion:

Disease or ************************* does not apply to any Accident, Accidental Bodily Injury or Loss caused by or
resulting from, directly or indirectly, the Insured Person's emotional trauma, mental or physical
illness, disease, pregnancy, childbirth or miscarriage, bacterial or viral infection, bodily
malfunctions or medical or surgical treatment or diagnosis thereof.

We have reviewed the claim file thoroughly. Our records confirm the trip was cancelled as a result of
pregnancy as travel was scheduled one (1) month prior to the due date. The claim was submitted to
Broadspire on May 17, 2023, and an acknowledgement letter and claim form were sent via email the
following day. On June 08, 2023, documentation was uploaded for review, assigned to an adjuster,
and reviewed June 14, 2023. It was determined additional documentation was required in order to
make a coverage decision and an email was sent the same date advising of the required documents.
On June 23, 2023, additional documentation was uploaded for review, reviewed on July 03, 2023, and
confirmed that the loss was not eligible for coverage. Management authorized the denial on July 06,
2023, and the complainant was notified of the determination via email the following day.

Upon receipt of the above-referenced BBB complaint, a member of the Broadspire management team
reviewed the file and determined that the original denial was accurate per the terms and conditions of
the policy. Our review confirms the same. Broadspire placed a call to ************* and the final decision
was discussed. A follow up email containing a copy of the original denial letter was sent on September
19, 2023.

It is confirmed that the assigned adjuster did miss four (4) calls from the complainant between August
21, 2023 August 23, 2023. We sincerely apologize for any inconvenience this may have caused as
this is not the level of customer service we expect our members to receive and will work with
Broadspire in regard to this.

The contents of this letter should not be construed as a waiver of any rights and defenses that we may
have under the policy and law. Neither this communication nor further communications that we may
have regarding this claim should be construed to wave any of these rights and defenses. We are willing
to review any additional information that you may provide. We further reserve all of our rights to assert
defenses based upon other policy provisions whether or not specifically mentioned herein.

Should you have any additional questions or concerns, please do not hesitate to contact the undersigned.

Sincerely,

************************;

*************************
Senior Claim Specialist, Accident & Health
Chubb *********************
Initial Complaint
08/23/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Truck was parked in walkway blocking half the street without any lights on. As I carefully went around it another car came out and forced me to move closer to truck and damage my car This has been going on 3 months and numerous calls. No response
Business response
09/11/2023
Dear Sir or Madam,

Please see attached the analysts response regarding the above-referenced BBB matter. Thank you.

Best regards,

*****************************
Senior Analyst

Customer response
09/13/2023

Complaint: 20510982

I am rejecting this response because:
I have not received any communication regarding this complaint
Sincerely,

*************************
Business response
09/20/2023
Dear Sir or Madam,

Please see attached the analysts response regarding the above-referenced BBB matter. Thank you.

Best regards,

*****************************
Senior Analyst
Customer response
09/24/2023

Complaint: 20510982

I am rejecting this response because:
After numerous calls and being given to another and another agent, no one really asked for any details. Just a short detail. The photo and other information was never asked for and they clearly had no intention to review the mater. The last correspondence made reference of still being reviewed
i am under medical care and even through Im on medication- this does not make since.
Sincerely,

*************************
Initial Complaint
07/12/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Submitted a paid family leave claim, and was told they received everything they needed to process my claim. Its been over 3 weeks, and I have not received my paycheck. I called and was told my claim was still under review. Review with who? No one can answer my question, and *** called 5 times requesting to speak to my claim specialist or a supervisor only to be told theyre out of the office. According to the call center representatives, notes have not been entered in my account since June 20th!
Business response
07/27/2023
Our office has communicated directly with consumer to resolve her inquiry.
Please let us know there are any additional concerns on this matter.
Initial Complaint
07/08/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This complaint is about your Broadspire company in ********, *********, that handles your Airbnb claims. you need to contact his department and you need to get them to release what theyre supposed to the payment to my account. The paperwork has been filled out, but they cant seem to manage to deliver it.I have called them and I have emailed them every day and they do not answer and its becoming ridiculous to the point where I have to try to contact your company and other means like this because this matter needs to be settled and it needs to be paid. An agreement has already been made and the payment is due so we need to make that happen within this week and I have emailed your company with no avail so Im gonna have to file a complaint against you until you guys actually do what youre supposed to do It would be nice if they could just answer their email and answer the phone but they cant do that.So Im asking that they send the payment within the 10 days with the account information that they already have you think either a partner bank or wise transfer or transfer wise or some method to transfer the money and get this over with.Due to the sensitive nature of the issue, I will not upload the document, you can contact me directly for that or you can just contact the Airbnb claims department and tell them to get a move on it
Business response
07/14/2023
Our office communicated directly with the consumer and this matter has resolved.
Customer response
07/14/2023

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
06/18/2023
Complaint Type:
Service or Repair Issues
Status:
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.
While on duty as a Professional Commercial driver on the date of November 1, ********************************************************* which left ram was fractured. That following month of October of that same year claim was denied. So I immediately field a ********* comp. claim against my employer insurance company Broadspire. As time pass on I am forced to seek legal assistance which i did. Eventually insurance company accepted claim in the month of February 2023.I have tried multiple times to connect company through email's txt's and fax. No feedback at all. I am due compensation due to my unfortunate situation . All im asking is what is due to me. Im in a very tough situation at this point no income:!
Business response
06/29/2023
Better Business Bureau
*****************************************************************

RE: Complaint ID: 20202048

Dear Sir/Madam:

We are in receipt of your correspondence dated June 18, 2023 in reference to the above captioned matter.

The complainant, ********************* alleges Broadspire failed to issue indemnity payments for a ********** Worker Compensation claim for the date of loss referenced above. We have reviewed our file materials on this matter. Please accept this correspondence as our formal response to the complaint.

Our records reflect that the claim was initially denied, once the new examiner took over the file and reviewed it with defense counsel the denial was overturned pending ******************************** state disability information and medical reporting.

The injured worker has been receiving ********************************, and we are currently pending the full amount and dates of payments since they started in March 2023.

In addition, our office just recently approved a new designated primary treating physician and updated work status is pending.

Payment issued on pending.

Thank you again for the opportunity to address the issues between ******************* and TForce Freight Inc. We trust that the provided information satisfies your inquiry. Should you have any further questions, please do not hesitate to contact the undersigned.

Please be assured that Broadspire Services is committed to establishing and maintaining a professional and cooperative relationship with all affected parties. Our policy is to provide prompt and appropriate responses to all claim issues.

Sincerely,

*********************
Senior Claims Examiner
Crawford &Company - 2G81746
Customer response
07/03/2023

Complaint: 20202048

I am rejecting this response because:

Sincerely,

*********************
Initial Complaint
06/16/2023
Complaint Type:
Service or Repair Issues
Status:
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.
My 2019 Tacoma was stolen from a delearship 2/11/23. I have had a open claim with this insurance since then. ****** should have been 100% liable for this theft! However, I was sent an evaluation of ****** that was not going to cover my loan. I owed ****** on it. I was then told to send in all of my reciepts ($5,788.60) proving that my truck was worth more than what they were wanting to pay. ******************* then went ahead and settled with my lienholder for ****** & forced me to use my Gap to pay off the rest of my loan. I was outraged, and ***** then informed me she would be processing my receipts under a different policy. I had to come up with 9 different documents for Gap to get my loan paid off. I then lost $6000 in unused warranty refunds to cover the rest of my loan. I have done the work on my part, but now it has been 2 ************* is not responding to my last 3 e-mails. I need my claim finished so that I can move on & get into a new vehicle. Putting someone through 4 months of unnecessary stress after a tragic event is outrageous! ***************************** ************* Claim# *********-001
Business response
06/28/2023
June 28, 2023

Better Business Bureau
***********************************************************************

COMPLAINT ID:                                   20197731
INSURED'S NAME:                               ******* Investment Company, LP
CARRIER:                                             CNA
CLAIM #:                                              189995055-001
DATE OF LOSS:                                    2/11/2023
CLAIMANT:                                          *****************************

To Whom It May ********************* you for the opportunity to respond to the above-referenced complaint matter involving ***************************** and ******* Investment Company, LP.   Broadspire is the third-party administrator handling claims on behalf of CNA and their insured, ******* Investment Company,LP. Broadspire is not an insurance company. In a good-faith effort to resolve this complaint, Broadspire provides the following information for your records.

This loss involves an auto theft which occurred on February 11, 2023. ********************** 2019 ****** Tacoma was parked inside the repair shop for service. During the night someone broke in, stole the truck, and drove it through a window. The truck was later recovered. An appraiser was assigned to inspect the truck. ******** arranged a rental vehicle for *********************

On February 21, 2023 adjuster ******************* contacted ***************************** to advise the truck was a total loss. ******************** advised that she has a lien on the truck through EECU along with GAP insurance through ***********. She was advised to give them our information and that we would work with them to resolve the claim.

The value of the ****** was determined to be $28,414.63. This amount was paid to the lien holder,EECU, on April 19, 2023.

As noted, ******************** owed more on her vehicle than it was worth and had GAP insurance through ***********. Adjuster Saks provided all requested documents to *********** on May 1, 2023. *********** dealt directly with ******************** and EECU to resolve the balance on the lien.

******************* did provide adjuster Saks with some receipts for items added to her truck. These were reviewed by an Auto Appraiser who advised the items did not increase the value of the truck. ******************** was advised that we are unable to issue an additional payment for these items.

In summary, we have paid the value of Ms. ********* 2019 ******. ******************** has separate GAP insurance to cover what wasnt covered by the underlying insurance.   An appraiser reviewed the items added to the truck and determined they did not increase the value of the truck.

Should you have any questions, please contact me. Thank you.

Sincerely,

*********************
Team Manager
Broadspire
**********************************************************************; 60047
************
******************************************************
Customer response
06/28/2023

Complaint: 20197731

I am rejecting this response because:
************ sent me an estimate of ******. I did not agree with this evaluation. I was then told to send in all of my receipts. After waiting a month for them to be reviewed, *********** starts pressing me for my lienholders information. She then settles with my lienholder & does not review my receipts! I was forced to use my Gap, losing out on $6000 in refunds because ************ did not properly handle my claim! ************ did not assist in providing documents to Gap. I provided all 8 of them because ************ was taking weeks to get this done. ************ then informs me that I will be issued a check for my reciepts under a different policy. I was then asked to send her my reciepts again because she had never reviewed them before. After sending them again, I wait another 3 weeks. Finally, I am now being told I will not be compensated & all of this was done under false pretenses! My truck was stolen from a delearship that left the keys in the vehicle & had no working cameras. I should be compensated for everything I have lost due to their negligence!

Sincerely,

*****************************
Initial Complaint
06/11/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I filed a claim for trip insurance benefit on 12/20/2022 for a capitol one transaction in the amount of $107.10. My claim number is *********. I called several times regarding updates on the claim but each time I called, I was told that the represenative assigned to my case will get back to me within 5 business days and each time nobody did. I called customer service on 06/11/23 and ********** informed me that the claims team mismanaging a high volume of claims and as a result my claim fell through as well. I am deeply disappointed how this company handled my claim. They are unethical and lazy and failed to handle my claim properly. I will also file a claim with capitol one regarding this issue. I want my refund of $107.10 and apology from the business for mishandling my claim and delay it for so long. Thanks
Business response
06/23/2023
Please see attached response to complaint.

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