Business ProfileforCrawford & Co.

I sold an item through **** and used *** as the shipper. On 11/29/2022, informed item was damaged in transit. I opened up a claim, and began working with *** Claims ***** I sent photos requested. *** Claims Department is represented by Crawford & Company of **********, **. I received an email from an assigned Package Adjuster, Crawford & Co/*** Declared Value Program. I was told the photos of tracking label and the foam on top did not have the correct resolution. The shipment was sent back to me without my authorization and *** charged me a $156 return shipping fee. Even though they damaged the item. I was told if I did not receive the item back, the claim would be automatically closed. On rtn I took multiple ************* to Claims Adjuster. I requested to speak with a Supervisor, multiple times, finally 2 weeks later I recvd a voice msg from Sup stating the claim was denied b/c packing peanuts were not permitted. I sent the Pkg Adjuster and Supervisor a copy of *** packing guidelines, showing that his argument did not line up with the guidelines. I left a voice mail for the Sup requesting a call back, he never called. The Adjuster replied stating the claim is denied and that I was to use a type of "Foam-in-bag" product in my packaging. Once again this is not required per *** guidelines. Further, I am a member of a large **** sellers group that specializes in selling large items and shipping them Nationally and Internationally. We essentially use the same type of packing material and have shipped thousands of items. I have requested multiple times to escalate this matter to higher management, to no avail.On December 20, 2022, Crawford and Co sent a letter of "*** Tariff/Terms and Conditions" I have never seen or heard of this before. ***/Crawford Claims is unwilling to take responsibility for the damages of this claim.The item was insured. I am requesting a full refund including cost of ********** shipping charge.Tracking: ***************** Claim# ********