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:06/26/2024

  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 had a **************** Garbage truck hit my parked vehicle mirror on April 4,2024. A claim was set up by them and admitted fault for incident. I was asked to get my own repair estimates for the damage and sent two to Gallagher Bassett with my claim number(003000-579946-AL-01 ). It has taken multiple calls and emails to the supervisors and customer service lines to get a call back from my claims adjuster every time I try to reach out. After taking a month to get back to me regarding a settlement, the adjuster refused to accept the estimates in full and denied fault even through my vehicle was in full working order prior to accident. The adjuster also told me to drive the car with my mirror damaged/removed, which is illegal in the state. The adjuster attempted to only pay a portion of the estimate. I am trying to get a settlement to repair my vehicle.

  

  Business Response

  Date: 07/02/2024

  Thank you for bringing this matter to our attention.  We view feedback as an opportunity for us to improve our overall service.  The Resolution Manager assigned to ************************** claim  spoke with him on July 1, 2024.  At that time, with additional explanation and discussion, the matter was resolved and payment was issued on that date.  We have reviewed this matter and apologize that the inquiries were not responded to in a more timely manner.  Our responsiveness was not typical of the high level of customer service for which we strive to achieve and this has been discussed with the handling office.  

• Initial Complaint

  Date:06/25/2024

  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.

  A claim was opened with Gallagher Bassett around 4 months ago and everything was going smooth till it came to getting a form sent to me that I needed to sign, Notarized and sent back. Its now been well over a month now and still on the same step. I was told over a month ago that the agent Im working with she was going to send me the form through email. Over a week went by with no email and then after about 4 or 5 calls I was finally able to reach the agent again and I was told that her manager was out of the office till a certain day but I would be receiving the email. It over a month went on with numerous emails, calls to the agent and even a call to corporate and no replies. Today is Tuesday evening and I spoke to my agent Thursday and I was told again that her manager was out of the office till Monday but keep an eye out Monday for that email. Monday came, no email and nothing but voicemails so I sent an email. Now its Tuesday evening and no replies to my calls or emails and nothing but voicemails for all my calls. Im blown away that a company can be so terrible at customer service. Now Im sitting here with a damaged car while waiting months for Gallagher Bassett and not sure if I need to get help from my attorney or keep waiting months for Gallagher Bassett to stop playing games

  

  Business Response

  Date: 07/03/2024

  Thank you for providing Gallagher Bassett with this information.  We view feedback as an opportunity to improve.  Gallagher Bassett contacted ********** on June 27, 2024 to have additional conversations on his claim.  Based on their telephone conversation, the estimates were further discussed and an agreement was reached.  A release was provided and the supervisor has provided their contact information should additional questions arise.  

• Initial Complaint

  Date:06/25/2024

  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 5/15/2024 ***** delivered a package weighing over one hundred pounds to my front porch and in doing so my front porch was damaged. I filed a complaint with ***** on 5/16/2024. I was contacted by an agent at Gallagher Bassett. I sent tracking/claim numbers along with pictures of the damage to my front porch to the agent and was told they would get back to me. I waited three weeks and heard nothing. I called the Gallagher Bassett agent to follow up, left messages, sent emails with no response. After contacting ***** again and being given a list of phone numbers, I finally got through to the agent I was working with. I went through all of this only for her to tell me that my claim was denied because I did not have video evidence of the delivery. The pictures I sent were not enough. I spoke with her supervisor and got the same outcome. The supervisor was going to have his manager call me, which I doubt I will hear from as well as a letter of denial which I requested. I should not be responsible for the damage ***** did to my property. I am a senior citizen on a fixed income being taken advantage of and being called a liar. I dont like it one bit. I should not have to be forced into buying surveillance equipment I cannot afford. I just want my front porch repaired. Below is the claim number. Thank you for your help regarding this matter.

  

  Business Response

  Date: 06/28/2024

  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 ****************** Gallagher Bassett contacted Ms. ****** on June 27, 2024 and confirmed that a check is being issued today, June 27, 2024, for the amount of the repair cost submitted by *****************. This concluded any outstanding issues. Should you have any further issues, please do not hesitate to contact us. 

• Initial Complaint

  Date:06/18/2024

  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 have reached out to my case manager five times in three weeks none of which was successful. Then I got an automated response saying she would be out of the office till the 23rd. When I tried to reach her to let her know I plan on moving all you get is crickets now when I send in for my mileage they want to deny me that and then say oh your case manager is ***** she has been since April 15th! Thats two months ago? How am I supposed to let you all know anything of you cant let me know who my manager is? How is it fair that we can not contact you when we need to change information but when we move on with our lives, you all want us to stop living bc you cant have the same respect to let us know a simple email saying this is your new claim manager.! Thats my money I deserve it! I wish I could find a lawyer to take a case against gb

  

  Business Response

  Date: 06/26/2024

  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 June 24, 2024, contact was made with ***************************, where we provided proper information of who her workers compensation contact is.  Also, on June 24, 2024, the assigned claim handler made telephonic contact and discussed the issues. *************************** confirmed she will be sending Gallagher Bassett the required documentation showing change in residents.  Upon review, we will update *************************** file.  Should you have any additional questions, please reach out to your assigned claims handler. Thank you.

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21865946
  
  I am rejecting this response because: Im still waiting the pics he said he had. The auction. Sticker was still on the windshield! This is complete garbage and he knows it 
  

  Best Wishes

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

  

  Business Response

  Date: 07/08/2024

  Gallagher Bassett has received ******************************* response to our rejection.  The response indicates *************************** is waiting on pictures of a windshield and a sticker, however, however the complaint we received was in regards to a mileage check for a worker's compensation claim.  Her worker's compensation claim does not involve any windshields.   The issue that we were asked to address was addressed on 06/25/2024, and a check was issued on 06/25/2024 for the amount that was requested.  Without further clarification on the need for pictures of a vehicle, we cannot address what is being requested.  Should there be additional concerns in regards to her worker's compensatoin claim, the claims handler who spoke with her on 06/25/2024 provided her contact information for any further questions.  

• Initial Complaint

  Date:06/15/2024

  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 rear-ended by someone who ran a red light I am a employee of AutoZone and was injured at work I have surgery on the 25th of church and all of my paperwork for my medical providers this company did not submit any of my medical paperwork and I think they are holding on to my medical paperwork and I think that is illegal I will talk to a lawyer on Monday about it I haven't got any of my money from me being awarded 60 days of ********* comp until I'm able to go back to work I am behind on my bills and I am getting ready to lose everything because of this this is so messed up and I don't think anyone should deal with this company I don't think this company should even exist. They are doing shameful and illegal tactics and I'm going to do everything in my power to try to have them sent to jail if they don't give me what I work for. I went on their website and I'll see that my adjuster *************************** has not submitted any my paperwork that was sent to them by my doctor my doctor said they have all of the receipts where everything was faxed and they also were the ones who said it was illegal to hold on to someone's medical records Plus I took it upon myself to go post the paperwork to the website and now people do not want to answer the phone and they still are giving me what I am supposed to be getting.

  

  Business Response

  Date: 06/18/2024

  Gallagher Bassett thanks *********************** for reaching out to us regarding his workers compensation claim. We appreciate his feedback as it will allow us to improve our processes. 
  We have reached out to *********************** attorney to ensure that any questions and/or concerns can and will be addressed.  We want to ensure that *********************** attorney has explained the claims process and can answer any questions. Thank you.

• Initial Complaint

  Date:06/14/2024

  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.

  Gallagher Bassett Is the claims administrator for a subcontractors insurance company that caused damage on a project. They have accepted responsibility but their *********************** will not accept that the project required prevailing wage/union labor and even though we have submitted all requested wage documentation, hours backup, invoices etc she continues to ignore this and will not provide payment or the costs required to restore the property to its original condition. She takes months to respond and is now trying to get out of the claim by stating she can no longer work with us and has to work with the property owner even though the subcontractor was required to be additional insured for our project. This company is very unprofessional and clearly strives to avoid resolving claims.

  

  Business Response

  Date: 06/20/2024

  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 acknowledges **************** concerns regarding communication.  We have presented a settlement offer based on our review of the labor.  We will reach out to **************** attorney for questions on the labor charges billed. Thank you.

• Initial Complaint

  Date:06/13/2024

  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.

  The ***** driver delivered a patio set that was contained on a box. The delivery driver dropped this heavy box onto my concrete entryway and cracked the concrete. I saw her (****) drop the box and my wife heard the loud noise. A 2 person emblem on the box shows 2 people carrying it. I requested $1500.00 in damages.***** insurance company l, GallagherBassett refused to pay as I cant prove the damages. The claim # is 01556662195AD01. Gallagher Bassett has a history of not paying claims. I need to be reimbursed $1500.00. The insurance adjuster was also upset with me as he was coming unannounced from out of town and I had him come at another date.

  

  Business Response

  Date: 06/21/2024

  Gallagher Bassett would like to thank **************** for bringing this matter to our attention.  We have reviewed **************** customer service complaint against ******************************************* and understand his concerns.  We take customer service complaints extremely seriously and value customer feedback, to ensure any issues with our service is properly addressed.
  
  This matter has been reviewed with the assigned Resolution Manager, ****************, and her Supervisor, **************. 
  
  We thoroughly investigated this matter, employing a certified Appraiser to assess the damage to **************** porch slab.  On June 20, 2024, Supervisor **************, spoke with **************** and extended an offer in good faith.  *************** excepted the offer on June 20, 2024 and this matter has been resolved.
  
  As we indicated above, we take customer service complaints very seriously.  At Gallagher Basset, we strive to thoroughly investigate all incidents being made against our client, and evaluate claims as fair and ethically as possible.
  
  If you have any additional questions or concerns, please do not hesitate to contact us. 

• Initial Complaint

  Date:06/12/2024

  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 3/4/2024 My vehicle was hit by one of Gallagher Bassett's insured drivers in his company truck. My adjuster ********************* has been awful, she never answers her phone. She doesn't respond to emails. It is now past 90 days since the incident, and her excuse is that she is still trying to get a statement from the other driver whose phone number I had to provide to her because her first excuse was that she could not get a good number for him. So, I used LexisNexis to look it up. I just want my car fixed. I've even cc'd her manager and still don't get a response. I'm about to get my attorney involved because this is beyond ridiculous.

  

  Business Response

  Date: 06/21/2024

  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 has issued payment on June 12,2024.  We have made several calls to ********************, leaving voicemails, as well as followed up via email to confirm that payment has been received. ******************* has responded to our emails confirming she has received the check.Should you have any additional questions, please reach out to your assigned Resolution Manager.  Thank you.

  Customer Answer

  Date: 06/26/2024

   
  Complaint: 21838343
  
  I am rejecting this response because: As mentioned I did finally receive the check for repairs, so I deposited the check, set up my rental and put my car in the shop only to find out that the check has been placed on an extended hold through my bank because of a problem with check issuer, Gallagher Bassett. My car is now in the shop being worked on and I cannot access the funds to pay for it because no one will respond to resolve the issue so my bank will release the funds. 
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 06/27/2024

  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 issued payment on June 12, 2024 and the check was cashed and cleared on June 22, 2024.  We have spoken to ******************* on June 27, 2024, and confirmed that the check has cleared our bank. As per her request, we will request and provide her with a copy of the cashed check. We suggested that she contact her banking institution to get clarity on their policy for holding checks. 

  Customer Answer

  Date: 07/02/2024

   
  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.

  After nearly four months, I can say Gallagher Bassett has now taken care of getting my vehicle fixed. It ***** that it takes complaining for anything to get done but it is what it is and my vehicle is fixed so I am happy. 
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:06/10/2024

  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 May 6, 2024, a Fed Ex Ground truck hit my vehicle parked in front of my home and then the driver fled the scene without attempting to notify the vehicle owner or contact authorities. I was witness to part of the crime as described in the filed police report for vehicle hit and run charges. I was able to quickly obtain clear video evidence of footage extracted from a Ring doorbell camera showing the scene immediately before, during and after the crime. A police officer came to the scene following the incident to document the crime for the purpose of filing criminal charges. The damaged vehicle is co-owned and driven by my daughter, ***************************, who was also home during the incident. This event triggered and exacerbated my daughters pre-existing mental health issues, resulting in a relapse. Consequently, she now requires scheduled therapy sessions with a psychiatrist and medication to manage her symptoms of paranoia.Despite my many attempts to contact insurance provider Gallagher Bassett (Claim # ************AD01) to resolve this matter without legal intervention, not a single representative has attempted to contact me as of the date of this complaint.Relief Sought:oProperty damage repair estimate: $3,435.26 oDisplaced vehicle inconvenience fee: $1,000.00 oPsychiatry appointments @$175 per hour x 24 months: $4,200.00 Total Sum: $8,635.26

  

  Business Response

  Date: 06/13/2024

  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 June 11, 2024 we were able to speak with ************** concerning her property damage claim, as well as address her daughters claim.  A check was issued on June 11, 2024. We also agreed that the original check issued on May 24, 2024 for the repairs of her vehicle is valid and we will be working with her body shop for any supplemental repairs and cost.  In regards to her daughters claim, once the release is secured, a check will be issued to settle this portion. Should you have any further issues, please do not hesitate to contact us. 

• Initial Complaint

  Date:06/06/2024

  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 on April 5 with Gallagher Bassett after my parked car was struck by a ***** truck. My car has been repaired for 2 weeks, but ***** collision center in ********,** will not release it until Gallagher Bassett sends ***** proof of payment for the final supplement. I have been unable to reach the GB adjuster assigned to my claim, *************************, for over a month via both email and phone. I want GB to send ***** the necessary documents so that I may get my car back.The claim number is 015556-660209-ad-01.

  

  Business Response

  Date: 06/11/2024

  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 June 7, 2024  Gallagher Bassett issued a supplement check directly to the shop for any outstanding cost.  On June 11, 2024, we confirmed with ******************** that his vehicle was released and back in his possession. This concludes any outstanding issues. Should you have any further issues, please do not hesitate to contact us. 

  Customer Answer

  Date: 06/12/2024

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