ComplaintsforCrawford & Company

Insurance Claims Processing

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Initial Complaint
10/30/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Broadspire, my workers compensation insurance provider, has repeatedly delayed payments by claiming to have mailed them, though I have not received any beyond a single check of $944.98. Despite multiple attempts to resolve the issue via calls and emails, they are largely unresponsive. The few times I have received a response, Broadspire claims the payment has been sent, yet nothing arrives. Additionally, when I attempted to email direct deposit documents for faster payment, they did not acknowledge or respond, leaving me without the financial support Im owed. I am requesting immediate action to address these delays and ensure reliable payment going forward.
Business response
11/13/2024
Thank you for the opportunity to respond to the above-referenced complaint matter involving the insured ******* Transport Company and the claimant, ***********.

Broadspire, a Crawford Company is the third-party administrator handling claims on behalf ******* Transport Company .Broadspire is not an insurance company. In a good-faith effort to resolve this complaint, Crawford & Company provides the following information for your records.

This matter involves an alleged delay in the issuance of workers compensation benefits. We have reviewed our file materials,and we respectfully disagree with the allegations presented.

Upon receipt of the complaint, our office spoke with the complainant and advised of offers to have the benefits sent via direct deposit. Unfortunately, our office had not received the completed forms. The office resent the requested documentation, and now all benefits are processed via direct deposit.

We have confirmed with the consumer all issues have resolved.

Thank you.
Customer response
11/13/2024

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,

Hani ******
Initial Complaint
10/09/2024
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.
On a recent international trip with the ** Goahead tour company my wife experienced medical effects that we believed were too serious to continue the trip and we returned home early. After visits with her doctor and a subsequent medical procedure we filed an insurance claim with the insurer (we purchased travel insurance along with the tour fees), Broadspire, located in *******, *******, who has twice denied the claim. The attached information and other attachments describe the situation and actions along with the claim and documentation
Business response
10/14/2024
BBB
************************************************************************************************************************

BBB Complaint ID: 22401451
Claim Number: 4456906
Insured:                       ***** ********
Policy Number: US1930974
Date of Loss: 08-Jun-2024
Type of Loss:               Trip Interruption
Insurance Company:   United States ************** Company

We are in receipt of the correspondence for the above referenced complaint that was received on October 9, 2024 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, Mr. **** ***********, husband of the above named insured, expressed dissatisfaction with the decision issued on the above referenced claim file. We have reviewed our claim file and offer the following in response.

Ms. ***** ******** and Mr. **** *********** booked a trip to travel from ********, U.S.A. to *****, ***** for dates of May 26, 2024 through June 12, 2024, for which this insurance policy was purchased. While on their trip, Ms. ***** ******** indicated that she began to feel unwell, and interrupted the trip on June 7, 2024, returning back to ***************** on June 8, 2024. Upon her return, she went to the doctor and was treated on June 10, 2024 for her medical condition.

On July 5, 2024, the Broadspire office received notification of the loss for the above referenced claim. On July 5, 2024, Broadspire received submitted supporting documentation to the file via our secure email box and the claim was assigned to an adjuster. On July ******* the claim file was reviewed by a claims adjuster. On July 11, 2024 Ms.***** ******** was notified via email that her claim did not meet the terms and conditions of the purchased insurance policy as she had decided to end her trip early and return home prior to having her medical condition certified by a Physician and while her insurance policy was in effect.
For ease of reference,provisions of the policy pertinent to your claim are quoted below.
SECTION II WHEN COVERAGE BEGINS AND ENDS
When Coverage Begins:

This is Your Effective Date and time for Trip Interruption: Coverage begins when You depart to Your first scheduled Travel Arrangement (or if You must use an alternate travel arrangement after Your Scheduled Departure Date to reach Your Scheduled Destination, on the Scheduled Departure Date) for Your Trip.

When Coverage Ends:
Trip Cancellation coverage(s) automatically end on the earlier of:
1. the date and time You depart on Your Trip;
2. the date and time You cancel Your Trip.

All Other Coverages: Your coverage automatically ends on the earlier/est of:
1. the date You complete Your Trip;
2. the Scheduled Return Date;
3. Your arrival at Your Return Destination on a round Trip, or Your Scheduled Destination on a one-way Trip;
4. cancellation of Your Trip covered by this certificate;
5. the date You interrupt Your Trip due to a covered Unforeseen reason (does not apply if You are able to resume Your Trip without going back to Your Return Destination).

SECTION IV TRAVEL ARRANGEMENT PROTECTION

TRIP INTERRUPTION

If the Insured must start their Trip late or are unable to complete their Trip, We will reimburse the Insured, up to the Maximum Benefit Amount shown in the Schedule of Benefits, for the unused, forfeited, prepaid non-refundable Payments or Deposits paid for the land or water Travel Arrangements the Insured purchased for their Trip plus the Additional Transportation
Cost paid to:

a) join the Insureds Trip if the Insured must depart after the Scheduled Departure Date or travel via alternate travel arrangements;or
b) rejoin the Insureds Trip from the point where the Insured interrupted their Trip to the next Scheduled Destination;
or
c) transport the Insured to their originally scheduled Return Destination of their Trip.

The benefit payable for the above will not exceed the cost of a one-way economy airfare (or first or business class, if the original tickets were first or business class) by the most direct route less any refunds paid or payable for the Insureds unused original tickets.

Trip Interruption must occur while coverage is in effect for the Insured due to any of the following covered Unforeseen reasons, as defined:

2.the Insureds or a Family Members Sickness or Injury, that:
a) occurs while the Insured is on their Trip;
b) is examined and treated by a Physician prior to the time of interruption unless it is not reasonably possible to do so;
and
c) as certified by a Physician, results in medical restrictions so disabling as to prevent the Insureds continued participation on their Trip;

SECTION VIII GENERAL DEFINITIONS

Sickness means an illness or disease of the body, that commences while the Insureds 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 the Insureds coverage is not a Sickness as defined herein and is not covered by the Policy.

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 there are any additional questions or concerns, please contact me at the number listed below.

Sincerely,

********** ********
Team Manager
Phone: ************
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.
Initial Complaint
09/25/2024
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 was injured at work on 5/23 and Broadspire is contracted through my employer to handle workers comp claims. I was hospitalized due to my injury and have been placed off work by my doctors since. I am currently waiting to have surgery in November. Broadspire has been beyond difficult to work with from the beginning. I turned all my paperwork into my employer early in regards to my claim and no one from Broadspire reached out to me to investigate or speak with me in regards to my claim. I had to contact my HR on multiple occasions before someone finally contacted around 6/23. My adjuster told me she would send me out a payment for benefits that day and contact my doctors office to start approvals for procedures I needed. The next day my doctors office informed the adjuster contacted them and said my claim was denied. The adjuster wouldnt return my calls and never sent a payment. My claim was actually never denied. I ended up having to hire an attorney. The adjuster and supervisor have continued to responding to her. At one point the supervisor informed my lawyer they would be paying me and wanted to assign a nurse to my case. Neither of these things happened. They did not pay me for 12 weeks and finally sent a check for all my back pay. Now fast forward 6 more weeks and they have no paid me yet again. They have responded once to my lawyer on Monday saying they would be paying me and still have not. They have paid none of my medical bills. They also have refused to respond in regards to approving any procedures. Im currently in eviction court because off there non-payment. Last week I got collection notices in the mail from my insurance company for them due to their lack of communication and inability to approve or pay anything. This has gotten beyond out of hand. It is absolutely bad faith practice trying to drive people to property and not have to pay claims. What do they expect for me to walk on a cane for the rest of my life because I got injured at work.
Business response
10/16/2024

BBB
**************************************
********************

Re: Insured Name:*********************
            Name of Complainant: ******* ******
            Date of Loss: 5/23/24
BBB Complaint ID # ********

Dear ******* ******,

Thank you for your letter dated 9/26/24. The Workers Compensation policy of the referenced insured was provided by State National Insurance Company,whose mailing address is ********************************************************Crawford & Company / Broadspire provides claims adjusting services on behalf of ****************, a ************** for State National Insurance Company. In the matter of the consumer complaint of ******* ******, please accept the following response.

This complaint stems from a workers compensation claim incurred by ******* ****** while working for ******************** at their **************************, ******* location. We have investigated this matter and the handling issues raised in the complaint by ******* ****** have been rectified with the employee & her attorney during the adjustment of the claim.

We trust that this response addresses your questions and/or concerns as appropriate. As always, we appreciate the opportunity to serve you. Should you have any further questions and/or additional requirements that we may provide to assist in the completion of your inquiry/investigation, please feel free to contact State National Insurance Companyat ***********************

Very truly yours,

******* E *****, CCLA
Chief Claim Manager
*****************************************
*********************

Cc: ****** ******; ******************************************
      ********* ******; **********************************************************
Customer response
10/17/2024

Complaint: 22341141

I am rejecting this response because: The issues with receiving pay have still not been corrected. As you can see from the attached photo I have only received one week of TTD payments since 8/20. This has become unmanageable for me now. My internet will be shut off this weekend and my phone next week. I have pre-operation testing that needs to be done and I cant even schedule it because I have no money to get there. They have told me lawyer they are investigating the missing pay but its very obvious from my claim page that no other checks have been issued to me. The previous adjuster had said she paid me but she never issued me a check. My lawyer still has not got a response on their investigation into my pay and regular payments didnt even continue this week. They also are still using the wrong address and have given me no information on direct deposit.
The other issues I do appreciate being addressed. I was assigned a new adjuster and supervisor whom have approved my surgery.

Sincerely,

******* ******
Business response
11/01/2024
Thank you for your letter dated October 18, 2024. This will follow our prior response of of October 10, 2024.

As previously reported, the Workers Compensation policy of the referenced insured was provided by State National Insurance Company, whose mailing address is *******************************************************. Crawford & Company /Broadspire provides claims adjusting services on behalf of ****************, a ************** for State National Insurance Company. In the matter of the consumer complaint of ******* ******, please accept the following response.

This complaint stems from a workers compensation claim incurred by ******* ****** while working for ******************** at their **************************, ******* location. We have investigated this matter, and the issues raised have been rectified with the employee & her attorney during the adjustment of the claim.

We trust that this response addresses your questions and/or concerns as appropriate. As always, we appreciate the opportunity to serve you. Should you have any further questions and/or additional requirements that we may provide to assist in the completion of your inquiry/investigation, please feel free to contact State National Insurance Company at ***********************

Very truly yours,

******* E *****, CCLA
Chief Claim Manager
*****************************************
*********************

Cc: ****** ******; ******************************************
      ********* ******; **********************************************************
Initial Complaint
07/29/2024
Complaint Type:
Order 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.
A guest booked through Airbnb did major damage to home. Airbnb hired Crawford to send adjuster to home to document and write report. (A detailed report was already sent by contractor). Crawford has failed to send report to Airbnb as of 7/27/24. They visited site on 7/5/24. I was told report would be back to Airbnb no later than 7/19/24 which in my opinion was extremely long when industry standard is 3-5 days. This delay is causing me total loss of my rental and personal use.
Business response
07/31/2024
According to the BBB complaint this involves a contract dispute.

This matter was reported to Crawford as the Guest did not report to the Insured / Host **** leak which caused water damages to the Host/Insured home. According to the Insured/Host the Guests dog caused additional damages to contents and flooring.

The Host/Insured - *********************** reports: A guest booked through Airbnb did major damage to home. Airbnb hired Crawford to send adjuster to home to document and write report. (A detailed report was already sent by contractor).Crawford has failed to send report to Airbnb as of 7/27/24. They visited site on 7/5/24. I was told report would be back to Airbnb no later than 7/19/24 which in my opinion was extremely long when industry standard is 3-5 days. This delay is causing me total loss of my rental and personal use.

Response: According to the Field Adjuster, the estimate of damages to the building were completed on July 23, 2024. The Lead adjuster is waiting for the Host /Insured ******* *** to complete and provide the personal property contents sheet with the for the damaged contents. Once the completed contents list is provided the Lead Adjuster will forward to Edjusters for an ACV evaluation of each item to forward to our client for review. The Lead Adjuster is also waiting for the **** Invoice and report regarding the leak from the Host/Insured.

Upon receipt of the outstanding documentation, our office can proceed to resolve this matter.

Please let me know if you have any further questions.

Thank you

****************************
Team Manager -**********/****** Region
** License #: *******
U.S. Loss Adjusting
Crawford & Company
Phone: **************
Email: ***************************
Web: www.crawfordandcompany.com
*****************************************
Customer response
07/31/2024

Complaint: 22053209

I am rejecting this response because: I do not have access to fill out on their documents on sent platform. I have submitted it in writing in person to adjuster and in a follow up email exactly what they requested. I slso submitted it on airbnb platform. I have called and left messages and emailed and left messages. They failed to send the attachment on the one day I had someone to help . There is no requirement that a customer has to have a computer and access to these documents. I have a phone. That's it. Their disregard to ignore multiple attempts to Communicate prior to submitting bbb complaint shows their total disregard for my financial distress. They only care about themselves.

Sincerely,

***********************
Business response
08/09/2024
We regret the consumer is of the opinion this matter has taken too long to resolve.
Our office has submitted our evaluation to our client for review and we currently are following for their response.
As soon as we receive any response, we will advise accordingly.
Customer response
08/14/2024

Complaint: 22053209

I am rejecting this response because:

Complaint: 22053209

I am rejecting this response because:
A detailed 4 page invoice for damage was submitted in June. Dozens of photos and replacement materials were sent. I am a licensed home inspector who is hired to inspect homes and provide detailed reports upto 60 pages delived via email same day to clients. I have 30 years experience as a highly trained union ********* who builds homes for a living. All Crawford had to do was verify the damage occurred and enter information provided into an app. I was told on July 5th that would be done by July 19th. They failed to do this. It's now almost 4 weeks past.
Sincerely,

***********************

Sincerely,

***********************
Initial Complaint
06/18/2024
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.
My vehicle was considered a total loss over two weeks ago. This company has lied to me everyday about my payment. I already signed the title and POA paperwork. Now theyre even refusing to answer the phone, pay me or anything. For two weeks I heard Im gonna call you with a tracking number for the check by the end of the day.
Initial Complaint
06/07/2024
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.
This Company is a fraud. They lied at their customers, and they are the most horrible company you ever have to deal with. They take money take forever to give it to you. They lie and make promises that they cannot keep specially **** he is the worst person .
Business response
06/25/2024
The information on this complaint is extremely vague and does not provide specific claim information.

I personally left 3 voice mail messages to this individual with no response.

Can you provide assistance on this?
Initial Complaint
06/03/2024
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 was in a car accident with a **************** truck to which I was found not guilty and **************** was liable for the damages on 2/20/2024. For several weeks I've heard nothing and in the meantime my bumper was falling off. I finally got in contact with someone and they told me that they will get this resolved. More weeks would pass before I've heard anything else and had none of my phone calls returned. They would then call me back telling they are working on it and then not return any of my calls for updates for more weeks. It has been 3 full months since the accident that was no fault of my own and **************** ********* (Broadspire) has dragged this out and had a bad time communicating with me. I've been making car payments that is in an autobody shop that I am not using. I just want to be treated as anyone else would want to be treated and that's fairly. If the roles where reversed I'm sure they would want to be treated fairly as well.
Business response
06/18/2024
Better Business Bureau
****************************************************************************************************************

RE:*******************************

BBB Complaint No.: 21796437
Insureds Name: City **************
Carrier: ****************** Company
Policy No.: 10CSEC74013
Claim No.: 190281619-001
Date of Loss: 2/20/2024

To Whom it may concern,

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

This matter involves a third-party property damage claim being made under the Commercial Auto policy for City ************** This claim was investigated, and a determination was made to resolve the claim. The repairs were initially assessed in the amount of $1,292.10. We received the first supplement and repairs were assessed in the amount of $2,007.02. A second supplement was received by the shop bringing the total repairs to $2,324.29. A desk review of the second supplement was reviewed and they agreed with the additional charges.

A supplemental property damage release was forwarded to ********************** to complete. Upon completion, a payment will be issued to the repair facility. Mr. ********* remains in a rental vehicle while the repairs are being performed.

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

Regards,

*************************
P.O.Box 14345
******************
Phone:************
**********************************************
Initial Complaint
05/28/2024
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.
Warning: Crawford and Company has fake job postings all over the Internet. They are not actual jobs. They use fake listings to scam people into pay for classes. People that are desperate for jobs. To convince people that they should pay for these classes, Crawford promises them spots on their independent adjuster roster. Essentially, during a catastrophe, they draw from people on their roster to help assess and adjust the disasters for the insurance companies they have contracted with. A copy of this will be going to every insurance company I can find.I (the entire class as well) was told that within one week of the completion of the class, we would be emailed links to put us on the Crawford roster. We were not. Three months later and there has still been no attempt at helping me or others from my class get put onto the roster. I was told that I only needed to apply for a job. Another one of my classmates was told that he only needed to do a video interview. We have done everything they have said yet we are still not on the roster. After three months, it's apparent that this is a scam. Their website now has where you can pay monthly or yearly for classes. I have contacted *************************** from onboarding. He is completely incompetent. *************************, the teacher, assured me that he would be on top of this matter. He has done nothing but forward emails . He and *************************** lied to each of our faces when giving instructions and defining how the process worked. He along with two other ladies that were introduced as the "onboarding team". No, we were not promised jobs or deployments. After "training" we were promised to be put on the roster. This never happened for the majority of my class. We would all like to know why we spent 2-3 hours with 3 people from the "onboarding team" if we weren't told we were being onboarded? I would never want to be associated with Crawford going forward and only seek to get my money back for a fake class.
Business response
06/10/2024
BBB of *************, ****** & NE *******
*******************************************************br>Suite 500
************************

RE:         BBB ID:                                21772163
Complainant Name:     *************************

We are in receipt of Mr. ******** correspondence dated May 29, 2024.

In the narrative of Mr. ******** complaint, he referenced Crawford and Company has fake job postings all over the Internet. They are not actual jobs. They use fake listings to scam people into pay for classes. People that are desperate for jobs. To convince people that they should pay for these classes, Crawford promises them spots on their independent adjuster roster. Essentially, during a catastrophe, they draw from people on their roster to help assess and adjust the disasters for the insurance companies they have contracted with.

Mr.******** specific complaint is in reference to Crawford Catastrophe. This is a division within Crawford &Company that provides independent adjusting services to insurers in the event of a natural disaster.

We respectfully disagree with the allegations presented by the complainant. ****************** attended an Adjuster Basics Evaluation course from February 12, 2024 February 16, 2024 in ******* *** Crawford Catastrophe does not guarantee that an adjuster will be deployed. In fact, due to mild weather this winter, the industry has been slow with low volume deployments. To be placed on the roster and considered for deployments, one must go through Crawford Catastrophe onboarding.

After completing the 5-Day Adjuster Basic Class, an invitation to apply was sent March 4, 2024 to ****************** and all others who attended the class. The link supplied in the email invitation directed him to the *** Careers page Job Listings at Crawford & *** (icims.com), and *** Adjuster job posting as explained in the email he received.

We have confirmed ****************** did not apply to the *** Adjuster requisition as directed. Our records reflect on March 20, 2024, ***************** did apply to a different position within Crawford Loss Adjusting,Property *********** (requisition 2024-24924). This position has since been filled and the requisition was closed.

The class the complainant refers to was designed to teach General Claims Handling,Policy, File Documentation, Customer Experience and Xactimate Level 2.  Crawford did not promise a job or a deployment from attending the class.

We regret ****************** had a negative experience however we disagree with has assertions as our information reflects ****************** did not follow in accordance with the invitation of March 4, 2024.
Customer response
06/10/2024

Complaint: 21772163

I am rejecting this response because: The response is not at all factual. Additionally, other people from my class reached out to ***************************, who we were told was going to onboard us, to get help as well and were unsuccessful.
If what you were saying is correct, why is only one other person from that class on the roster? Additionally, I stated in my response that I was well aware that there was not a job offer or a guarantee for employment. I was well aware of the fact that it would be a potential. The fact that you did not put me on the roster is where you have failed. Only one person from my class has been put on that roster and it is because his father-in-law works for Crawford. It took him three months to get there.
The link that *************************** gave me was not the roster invitation. It was not A an invitation that he sent ***********************, **** received a video interview which is not even part of the process. Even so, **** has not heard anything back in three months after completing the video interview which was not even required. The roster invitation requires drug testing and a background check. Perhaps his incompetence is your problem. It's been five months. If it were not an issue with him, a new link would have been re-issued and we wouldn't be where we are right now. ************************* was also aware and assured me that it would be taken care of. It has not. To make my point even more clear, this email would not have been sent. Perhaps it would have included a link to the roster invitation as well. I'm getting my money back. This is your last chance at the easy way.

Sincerely,

*************************
Business response
07/16/2024
Our position remains unchanged.
Thank you for your assistance.
Initial Complaint
05/26/2024
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.
Broadspire is contracted by **** Motorfreight to handle workmans comp claims. **** is self insured and Broadspire is the administrator.since filing 3/25/2024 i have not received my correct compensation According to Ohio workmans comp regulations, I should be receiving 72% of my weekly gross minus my hourly wage from being on light duty with employer for the first 12 weeks and 2/3 after that.Weekly gross is determined by your 52 week average prior to injury.My weekly average prior to injury is $1,978 - $400 for light duty = $1,578, 72% = $1,136.16 1st check was $132.73, it was correct because injury happened mid week.2nd check $1080.16 also correct.3rd check $571.93 not correct and I have yet to receive my 4th check for dates 4/11 to 4/17. 2024 I have contacted Broadspire many times and spoke with my claims representative only twice.I explained to her she is doing the math wrong and she still insists she is right and I am wrong.I have three phone numbers for Broadspire and no one returns my calls. I have attempted to reach out to my claims rep supervisor and have not received a response. I have reached out to the Ohio workmans comp bureau self insured division and have not received any responses.I have talked to my employers workmans comp rep and informed them of the issue and was told to contact Broadspire.********************* ************* is my Broadspire rep.*************************** ************* Supervisor
Business response
05/29/2024
Our claims office has communicated directly with the complainant on this matter.
Initial Complaint
04/29/2024
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.
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 1/9/2023
Business 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 *****************************************************

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