Complaints

• Initial Complaint

  12/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

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

• Initial Complaint

  12/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Both my dog and I were injured as a result of a faulty recall product sold on ****** on October 4. I have been working with ***** in your California office since then to try to get a resolve for my claim. A settlement was reached over a month ago and I still do not have a check. In fact Ive been told the check is in queue to be printed since ********************************************************************************* sent, I requested an overnight shipping due to the delay and even offered to pay for said overnight shipping. ***** told me he had to get approval for the overnight and still has yet to tell me if that has been approved despite me telling him that I will pay for the overnight shipping. I have asked for direct deposit to make the process quicker. Ive been told that that is not an option however, in doing my research, it does seem that you issue payments that way Please put me in contact with somebody who can get my check printed and shipped out to me overnight or direct deposited so that I have the funds I am owed no later than end of this business week

  Business response

  12/18/2024

  Our office has confirmed with the complainant that settlement funds have been received from our client and payment for the resolution of the claim were delivered on December 6, 2024.

  We trust this resolves the issues on this matter. 

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On/About February 8, 2024; we were instructed to file a road hazard damage to windshield, and via this company (**** *******, in particular). The individual/company, made many promises to return calls/update us concerning the claim; but instead acted as a timewasting/stonewall, of perceived deception. After numerous calls, the individual finally sent us an email, stating that the company **********************, denied the claim.

  Business response

  12/04/2024

  Thank you for the opportunity to respond to the above-referenced complaint matter involving the insured, Alamo NEX Construction/I-35 and ****** ******. 
  Broadspire, a Crawford Company is the third-party administrator handling claims for ********************** on behalf of ********************. Broadspire is not an insurance company.  We have reviewed our file materials on this Texas property damage claim, and we respectfully disagree with the allegations presented.
  Upon receipt of the complaint, our office reviewed all materials concerning the matter and understand coverage was afforded by USAA.  A denial letter was issued on November 8, 2024.  Our file has been retired.

• Initial Complaint

  11/13/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I own a property that is rented out on ******. Back in April of 2024, guest activity caused our water heater to burst and leak into the apartment below us, causing damage. When I spoke to the ****** **** they assured me it would be covered under host liability insurance and helped me submit a claim to be processed by a third party company, Crawford and Company insurance. Crawford reached out to me fairly quickly and I went through the process of submitting detailed information, as was requested. By August, I had reached out to inquire about the status of the claim, but received no response from the company. I wrote again and again and also tried contacting ****** to inform them that their third party associate was negligent in their responsibility to review the claim.Finally, after months of no response from Crawford and no support or answers from ******, I just received an email from Crawford on November 7th(!!) stating that I would need to resubmit all documentation for the claim because they couldt locate it. This feels like gross negligence of responsibility to have waited so long to process my insurance claim. I would like to file a grievance to get this matter resolved.

• Initial Complaint

  10/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  10/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Broadspire is supposed to send my times to the ******** so I can get paid through Colorado paid medical leave. They have not sent any information to the ******** for over a month. I have talked to them with no resolution. I need to get paid. I am missing over $1300 and they are not working on fixing it.

  Business response

  11/13/2024

  Our office contacted the consumer and explained of a system issue preventing the payment.

  We contacted our client and were able to successfully resolve the issue.

  Payment was issued to the consumer on October 28, 2024 and we have confirmed this matter has resolved.

  Thank you

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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

  More info

  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.

*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. ↩