Complaints

This profile includes complaints for Gallagher's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Gallagher

  2850 Golf Road Rolling Meadows, IL 60008-4050

  
• 

  Arthur J.Gallagher & Co.

  500 Victory Rd Quincy, MA 02171

  
• 

  Arthur J.Gallagher & Co.

  1685 Congress St Portland, ME 04102

  
• 

  Arthur J.Gallagher & Co.

  500 Edgewater Dr Wakefield, MA 01880

  
• 

  Arthur J. Gallagher Risk Management Services, LLC

  111 Washington St Quincy, MA 02169

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim with ***** on Jult 2nd, ************************************************* our new driveway. . The claim was turned over to Gallagher Bassett. Friday, July 12th, I received a voicemail from the claims rep ********* I called her back that day, she did not answer. I've left her 4 voicemails, 7/12, 7/14, 7/15 and 7/16. No call back. I've called her supervisor twice, left messages, no call back.

  

  Business Response

  Date: 07/23/2024

  Gallagher Bassett would like to thank *************** for bringing this matter to our attention.  We view feedback as an opportunity for us to improve our overall service. Please be advised that Gallagher Bassett is the third-party claims administrator for ******************  On July 19, 2024, Gallagher Bassetts Resolution Manger was able to discuss the claim with ****************.  On July 22, 2024 we then confirmed that we will be issuing a check on July 23, 2024 based on the estimate provided. The payment will be made directly to ****************.  Should you have any further issues, please do not hesitate to contact us. Thank you.

  Customer Answer

  Date: 07/23/2024

   
  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.

  I do regret that it was necessary for me to file a claim with the BBB to get a response from this company.  

  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business is handling my ********* comp claim. I have not received any correspondence from the person handling my claim nor will she return my phone calls.I need documentation of medical bills paid and I am also entitled to lost wages . This company is completely ignoring my questions and pleas with them.

  

  Business Response

  Date: 07/25/2024

  Gallagher Bassett wants to thank ************** for his feedback.  We view this an opportunity to improve our processes. Gallagher Bassett apologizes that ************** is having challenges connecting with his claims handler.  A call was placed to ************* on 07/03/2024 and a detailed message was left.  After receiving this notification from the BBB, an additional phone call was placed with the telephone number we had on file on 07/24/2024.  We received a message back from ************** mother,however, we can only speak to ************** in regards to his claim.  That information was provided to his mother as well.  An additional e-mail will be sent providing additional clarification, in the event we not able to connect with ************** due to his work schedule.  

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 22011195
  
  I am rejecting this response because:The accident happened on March 5th *************************************************************************** was on July 24th ************************************************************************************************************************************************** quite some time.During the course of the conversation she had several discrepancies of the facts she was telling me .One for example,  is that she had no information at all in my file about the claim and the bills in it but by the end of our conversation she magically had information that on two of the bills . Another bill that she had no info on she said that the doctors office never contacted her but then she later called back and said that they actually did. Through this entire process I have found this company to be completely unprofessional and not transparent about what is going on with my claim. I will consider this matter closed when all of the bills are paid and the compensation that I am entitled to by New Jersey state law has been paid to me as well.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/02/2024

  Gallagher Bassett apologizes that ************** feels that the response was not acceptable.
  
  It is clear that ************** still has questions regarding his case. It appears that there is a misunderstanding between the parties as to what remains outstanding on the case.
  The best was to resolve this and answer all questions is with a direct conversation. We have reached out to ************** to discuss his claim and answer any questions he may have.
  We have heard back from a relative of **************, but we need to speak directly to ************** so we can ensure that all of his questions and concerns are heard and resolved to the satisfaction of **************. 

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22011195
  
  I am rejecting this response because:I have talked with the claim adjuster.  It took months for her to finally call me. I have told her exactly what they are failing to do on my claim so for Gallagher and ****** to say that they don't know is an absolute lie and they are just trying to cover for their poor performance.  This company has a history of ignoring claims and I'm absolutely fed up with this .They need to pay my bill for the surgeon and to compensate me for my lost time at work.  They have already been told this and they have had ample time to follow through and have failed to do so. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  slip and fall 2.11.2023 in a restaurant represented now by Gallagher who is delaying resolution after they have accepted liability which will expire 2.11.2025

  

  Business Response

  Date: 09/17/2024

  Gallagher Bassett would like to thank you for bringing this matter to our attention. We view feedback as an opportunity for us to improve our overall service. We acknowledge your customer service concern regarding unresponsiveness. We apologize for the perceived unresponsiveness, but can confirm that Gallagher Bassett has attempted regular communication with you since April 2, 2024 when we received notice that you were no longer represented by an attorney. In addition, an offer has been presented to you in order to resolve this claim as recently as September 13, 2024. We hope to be able to resolve this claim soon. We are confident your customer service concerns were addressed upon the recent communication you received from the Resolution Manager handling your claim.Thank you for the feedback.

• Initial Complaint

  Date:07/15/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I fell at ********* back in 2022. I have been trying every since to get something done about this. I fell due to a hole in their parking lot, which they had repaired that same day after I fell. It was next to the sidewalk, hard to see and deep, I fell and hurt my right knee. I am still having issues with that knee and have had no resolution. I had to quite my second job as a door dash delivery as my knee locks up to often. The doctors I see dont take 3rd party insurance so I had to use my insurance or pay out of pocket. I was told my knee tested positive for injury such as a meniscus tear but need a MRI done. I have been waiting to hear back from this insurance company regarding all this. I had one claim manager who just left never heard anything else from him, then I got a woman who kept asking for records. It took me awhile to get all of it together. I sent them in to her email and she said she couldnt read them, mailed them in, said she never got them and then I sent them a third time and paid for it with tracking to prove they were delivered. She still claims she only got 8 pages when there were way more than that. I have messaged her several times since then with no response since my last 3 emails. I would like something to be done about this or I am going to take further action. I have already spoke with a attorney and I am waiting for a resolution from this company.

  

  Business Response

  Date: 07/18/2024

  Gallagher Bassett would like to thank **************** for bringing this matter to our attention.  We view feedback as an opportunity for us to improve our overall service.  We acknowledge your customer service concerns regarding delayed responsiveness, and apologize for not responding within 24 hours of your recent communications. We are confident your customer service concerns were addressed upon recent communication with the Resolution Manager.Management has left messages with you to discuss your concerns and is available to assist in the overall process as needed. While we have received some records related to your claim, we need any and all related documents to fully review. 

• Initial Complaint

  Date:07/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was involved in a 4 car accident. The person at fault was insured by ******** basset, ******************** This was on February 2nd. My lawyer has tried stay in contact with the company about an injury claim offer. But every time my lawyer attempts to contact the, the company, they always say that they are on vacation, it's July, and no response.!

  

  Business Response

  Date: 07/16/2024

  Gallagher Bassett would like to thank *********************** for bringing this matter to our attention.  We sincerely acknowledge the concerns that have been expressed and greatly appreciate the valuable feedback. We apologize for the delay and are committed to resolving this matter amicably with Mr. *********** attorney.  On June 24, 2024,Gallagher Bassetts Resolution Manager extended an initial offer to Mr.*********** attorney.  Upon receiving a counter proposal from his attorney on June 28, 2024, our Resolution Manager recently contacted the attorney on July 16, 2024 in an effort to settle this matter.   Our team will continue to work to move Mr. *********** claim to an amicable resolution. We view feedback as an opportunity to improve our overall service and thank you again for bringing this to our attention

• Initial Complaint

  Date:07/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January 2024 I was injured on the job. Gallagher Bassett received my claim and opened my case which they claim is still active. The issue is that I have made numerous calls regarding status of my claim since my medical bills related to injury have not been paid, nor have I been compensated for time lost off work or for the pain and suffering of this injury. My calls have been unanswered, I have left numerous messages and still have not gotten any communication from them. This was a pretty clear cut case and I don't understand why it is being dragged out like this. All I wish is to speak to someone.

  

  Business Response

  Date: 07/15/2024

  Gallagher Bassett would like to thank ************** for bringing this matter to our attention.  We view feedback as an opportunity for us to improve our overall service.  On July 15, 2024, Gallagher Basset Supervisor, ****************  reached out to ************** via phone where she explained the state waiting period to **************.  We further advised ************* that his treating doctor was also contacted July 15, 2024 and the correct billing information was provided.  Should you have any additional questions, please reach out Gallagher Bassetts Supervisor, which whom we provided you with direct contact information. 

• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 1 2024 I was getting out of my parked vehicle at my residence. I had my two daughters in the back of my vehicle. My 9 year old opened the rear driver side on her own as I opened the rear passenger door to get my 1 year old out of her car seat. As I attempted to get my 1 year old out a ***** delivery man was exiting my property and stopped next to me to ask if I lived at this residence because he had a package for me. I paused unbuckling my child to sign for the package. I then resumed unbuckling her. As my 9 year old was about to exit her side I asked her to grab a grocery bag in the back seat. At this time the ***** driver started his truck and IMMEDIATELY began pulling out of the adjacent parking space at which point his tail end caught my daughters open car door. He proceeded to pull forward as the door bent in half causing the glass window to blow outwards of my vehicle and inwards on my daughter cutting her legs, at which point he then stopped and got out of his truck and asked what happened? My daughter was traumatized, shaking and hysterical after the incident. I have been told about 10 times by different representatives that Gallagher Basset that they can not look up my claim because my claim number is incorrect which the reporting line tells me it is in fact correct. Ive called back and forth between the reporting line and Gallagher Basset and no one can help me. My car is inoperable in the same parking space and vulnerable to anyone to break into the vehicle. My daughters rely on my vehicle for transportation as do I to get to work and back. At this point ** left with no choice but to hire an attorney to get GB to pay for my vehicle damage, transportation costs, and emotional pain and suffering.

  

  Business Response

  Date: 07/17/2024

  Gallagher Bassett would like to thank ************  for bringing this matter to our attention.  We view feedback as an opportunity for us to improve our overall service. Please be advised that Gallagher Bassett is the third-party claims administrator for ******************  Upon receipt of your inquiry we had not yet received a claim from ***** on the matter.  We followed up and were able to obtain enough information to set up a claim and assign a claim number.   On July 15, 2024 and July 16, 2024, Gallagher Bassetts Branch Manager, ****************** called ************ and left a voicemail with contact details for the assigned Resolution Manager handling your claim, Ms. ********* as well as your claim number.  Should you have any further issues, please do not hesitate to contact us. 

• Initial Complaint

  Date:07/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Gallagher's customer service and IT department are inept. I am simply trying to cancel my insurance and their website is non-functional. **************** says the only way this can be accomplished is by clicking a link on the client portal, but their website does not allow for such an action. They claim that this is the only. method in which my insurance can be cancelled, which is both inefficient and ridiculous. I have tried contacting them on several occasions in recent weeks and have not received any valuable assistance --- especially when cancelling an insurance policy should be a simple act.

  

  Business Response

  Date: 07/19/2024

  Please find below a summary of events:

  1. 6/24/24: Inbound call asking about Gap coverage for a graduated child, as insureds SHIP insurance was expiring on 8/9/24 and their new job's insurance would not start until September. Gallagher informed caller that Brooklyn Law does not provide Gap coverage and suggested using the marketplace for alternatives.
  2. 6/26/24: Inbound call to submit a termination of coverage (***). Gallagher provided the correct information, but the caller had login problems with school credentials. Gallagher advised resetting credentials and contacting again if further assistance was needed.
  3. 6/27/24: Inbound call after successfully logging in but could not find the option to submit the *** on our website. Gallagher agent walked the student through the website, identified a technical issue on our end, and escalated the situation for resolution.

  Resolution:

  4. 7/10/24: The student's termination request was approved in Gallagher system, with the effective date set for 7/30/24 (the last day of the month of the request). The student was contacted and informed of the resolution.

  Please reach out with any additional questions or concerns.

  Thanks,

  Customer Answer

  Date: 07/19/2024

   
  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,
  
  ***********************************

• Initial Complaint

  Date:07/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Gallagher Basset was my employers workers compensation insurance. After being brutally strangled and beaten while working as an ER nurse, my claim has been handled almost fraudulently..They were unable to find me medical treatment because no provider would work with them. I had to find my own and get her approved. They then randomly cut my pay off for weeks and wouldnt respond. I had to get a lawyer who was told oops she must have fallen off autopay. They then didnt pay my provider or answer her back, hoping shed stop seeing me and Id be forced to back to work. When that didnt work, I was sent to completely erroneous independent medical examiners who all agreed I was severely injured by what happened at work. They finally choose to settle, however reconciliation dates were continuously postponed.Its now been 18 days since the judge signed the settlement agreement. Per workers compensation standards, settlement checks should take up to 14 days to be received. Do I have it? Of course not, because this company routinely breaks industry standards. There have been over 100 complaints in the last 12 months to the BBB about this company and they still have a A+ rating??? Fraud.

  

  Business Response

  Date: 07/09/2024

  Gallagher Bassett thanks ****************** for reaching out to us regarding her Workers Compensation claim. We appreciate the feedback as it provides insight into the experience of an injured worker. The feedback allows us to look into our processes and make improvements to ensure a positive experience for all injured workers.
  We have confirmed that all payments due to ****************** have been issued and have provided the check information to her.
  We have also reached out ********************** attorney to ensure that if there any additional questions we can and will address them. 

• Initial Complaint

  Date:07/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 14th, a FED ex truck delivered a package to our home. Upon leaving, he damaged our property in an attempt to turn around in our yard to leave. We called Fed Ex to report the issue and a few days later, received a phone call from a ************************** ************ with Gallagher Basse company but unable to speak with her at that time. We have made numerous attempts to call her back and even emailed her to no avail. Can someone please reach out to us? It has been almost 2 months since this has happened and has now become a big inconvenience. The claim number is 015556-665458-AD-01.

  

  Business Response

  Date: 07/08/2024

  Gallagher Bassett would like to thank ******************  for bringing this matter to our attention.  We view feedback as an opportunity for us to improve our overall service. Gallagher Bassett contacted ****************** on 07/08/2024 to discuss his concerns as well as his claim.  During that conversation, a resolution was reached, and a check is being sent to ****************** to resolve the matter.  Should there be any other questions or concerns the handling branch will be happy to assist.  

  Customer Answer

  Date: 07/14/2024

   
  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. Thank you BBB for getting involved- resulting in actions made. 
  
  Sincerely,
  
  ****************