Customer Support

Accessibility

Crawford understands the accessibility needs of our customers are different and that we may need to adapt or provide extra help and support at different times throughout your claim. Crawford is committed to providing inclusive workplaces and services to ensure they are accessible to everyone. In order to do this, with your agreement, we may engage in face to face meetings, technology assisted meetings, or a hybrid of both to progress your claim. To discuss your accessibility requirements, please contact us at the information above.

Scope of work

If one of our team is appointed to assess your property claim, they may need to develop a scope of work (SoW) that needs to be agreed upon before any reinstatement work commences. Go here to learn more about a SoW.

Cash payment

When we offer a cash payment to settle your claim, it is important that you understand the implications of receiving this payment instead of repair or replacement of the lost or damaged item(s). Go here to learn more about cash settlement as a partial or full settlement of your claim.

Complaints and Feedback

Crawford is committed to resolving any dissatisfaction our clients and customers may express in a prompt and amicable manner. Our internal complaints procedure has been developed with this commitment in mind, and is aligned with the General Insurance Code of Practice (“GICOP”) and the Australian Financial Complaints Authority (“AFCA”). For more information about complaints, click here. If you have any feedback good or bad, we encourage you to let us know either by phoning us at the information above or emailing us at feedback@crawco.com.au.

Financial Hardship

Crawford encourages you to tell us if you are experiencing financial hardship or difficulty in meeting your financial obligations as a result of your insurance claim. We work with you to identify the most suitable options to meet your needs. If you want to know more about how we may be able to help you, please contact us at the information above and quote your claim reference number.

Translation

Through the nature of our business, Crawford works with many individuals from a wide variety of backgrounds and cultural heritages. As part of our effort to ensure that services are accessible to all people and as part of our commitment to delivering an exceptional customer experience, we recognise that some customers may require translation or interpreting services to be able to effectively communicate with us.

Where you require this service, we can provide access to an interpreter if you ask us to. Alternatively, you can contact the Translating and Interpreting Service (TIS) National directly on 131 450 or via their website www.tisnational.gov.au

Scams

Crawford, like many companies, is aware of third parties who may falsely represent themselves by using our brand to commit fraud. If you are contacted by any party or individual that you do not know or have not had dealings with, do not share any personal or financial information. If you have concerns about any person contacting you to discuss your insurance claim please contact us at the information above.

Family Violence Statement

For more information about these and other policies and services related to supporting our customers, please see Crawford's Family Violence Statement.