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.

  59 Main St Fairhaven, MA 02719

  
• 

  Arthur J. Gallagher Risk Management Services, LLC

  100 Galen St Ste 101 Watertown, MA 02472

• 

  Arthur J. Gallagher Risk Management Services, LLC

  1150 Main St Concord, MA 01742

• 

  Arthur J. Gallagher Risk Management Services, LLC

  42 Weybosset St Ste 500 Providence, RI 02903

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:06/05/2024

  Type:Order 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.

  Since July 2023 I have had expenses I was told would be reimbursed for. They paid for 2 requests a couple months after the accident. But from that point on my attorney or I have been able to receive any reply much less reimbursement for further miliage. The one time they did pay it I was scolded by Gallagher Bassett's attorney for contacting my adjuster directly. I want to do it again but out of respect for my attorney I've decided not to. I only hope games aren't being played with my medical providers. I've read several complaints from others and it seems very common place for them not to reimburse for expenses. I can only hope the companies they represent get enough word about this and are alarmed enough to change companies. This isn't funny when you're scraping by on a pidley work comp check.

  

  Business Response

  Date: 06/08/2024

  Gallagher Bassett is in receipt of  ******************** complaint. We apologize for any issues encountered on the claim.  A review of the file shows that ******************* is represented by counsel, and accordingly, our communications on this matter will be made with the attorneys involved in the case.  We encourage ******************** attorney to reach out to our attorney, or the Resolution Manager ****************** with any further questions or concerns. 

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21808726
  
  I am rejecting this response because: My attorney has sent my mileage reimbursement log to GBs attorney. The last time this happened was milage from July to Dec 2023. We made numerous attempts going through attorneys with absolutely no success. I emailed the adjusters supervisor and within days I received a check. Shortly after the supervisor replied saying the mileage has been to my adjuster and a check is being sent I was copied  an email from GBs attorney instructing her to tell her client to stop contacting the adjuster.

  This said I, yes, I reject your explanation. Seems to me GB would be concerned that their attorney is not performing his legal responsibilities.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/13/2024

  Gallagher Bassett would like to thank ******************** again for your reply.  Please note that all mileage benefits have been paid in accordance to the applicable South **************** Compensation statute.  On June 12, 2024,Resolution Manager, ****************** contacted your attorney to advise him on the status of your mileage and discuss any further questions you may have.  As you are represented for this claim, please follow up with your attorney regarding the current disposition of this matter. Thank you.

  Customer Answer

  Date: 06/13/2024

   
  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.
  We've not received it in the mail and are in touch with our attorney regarding sending a message upon arriving. Sorry this had to escalate to using the BBB platform but do thank the BBB for it's services.
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/29/2024

  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.

  We treated a patient under Gallagher workers compensation Claim# ******-025542-WC-01. We submitted a Dental claim form in February 2024 to the address provided by *************************** at Gallagher. In March we received a letter from Gallagher stating there is "no claim on record for named patient". I have reached out to ***** several times via e-mailed and voicemails in reference to this letter. I also left a voicemail for her Supervisor ***********************************. None of my e-mails or voicemails have been responded to.

  

  Business Response

  Date: 06/03/2024

  Gallagher Bassett thanks you for bringing this matter to our attention.  We apologize for any inconvenience our billing process has caused you in this matter.  We are not sure why the initial bill was not recognized and assigned to the appropriate claim number.  However, it has now been received, and it has been processed through our bill review system.  A check will be issued with tonights check run on 06/03/2024 and mailed to your facility.  Our branch manager has called your office and left a message with this information.  We hope that between the call and the check issuance, this matter is resolved.  If it is not, please feel free to respond to the voicemail from the manager.  You can also check the progress of the bill  by contacting our national Bill ****** line at ************ Option 1.  

• Initial Complaint

  Date:05/25/2024

  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 May 9th, 2024, while on my way to work, my vehicle was struck by a tractor trailer owned by ******** ************* which is insured by *************************** who uses Gallagher Bassett as a claims manager. I was not contacted by Gallagher Bassett until May 16th, at which time I was told they would send an appraiser out to get an estimate on damage. I was told I'd be contacted by the appraiser within 2 days, after 6 days on May 22nd, I reached out to Gallagher Bassett for an update since I had not heard from anyone. I received no call back. I contacted them again, 2 days later, on May 24th and still have not received a call back. My vehicle is still damaged over 2 weeks later and not safely drivable, forcing me to risk further damage by continuing driving it to work as I'm not able to afford a rental vehicle or ride sharing.

  

  Business Response

  Date: 05/29/2024

  Gallagher Bassett would like to thank Mr. ******* 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 speaking with our management team on Wednesday, May 29, 2024, wherein the claim process was communicated and finalized with you. As discussed, we are obligated to pay claims which our client is legally obligated to pay. Should you have any other questions, please reach out to us. Thank you.

• Initial Complaint

  Date:05/22/2024

  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.

  The company is taking me too long to pay me my money, set up my direct deposit, and their way of paying through checks is obsolete. Checks takes too long when we are living in the year 2024 with so much technology. Especially when the mail is in ******. my first check was 3 weeks late! and bills do not wait for payday. I am hurting too much with my checks coming too late. Starving some days even! Thyis company needs to change their system paying out workers comp

  

  Business Response

  Date: 05/29/2024

  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.  On May 24, 2024, a member of the Gallagher Bassett leadership team in ******** contacted you via telephone.   During the discussion, you were advised what information you needed to provide to Gallagher Bassett to set up direct deposit.  Thank you for providing the required information following the discussion.  We are pleased to inform you that we have now set up direct deposit for your future payments. This will ensure that your money is deposited directly into your designated bank account, eliminating any further delays or inconveniences associated with check payments.
  
  We sincerely apologize for any inconvenience caused by the delay in processing your payment. We understand the importance of timely compensation and we deeply regret any frustration this may have caused you.

• Initial Complaint

  Date:05/22/2024

  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 been out of work since 3/18/24 due to a workers compensation work injury. I have not been paid ever. The company does not return calls or emails. The app stopped working and they have poor customer service assistance.

  

  Business Response

  Date: 05/28/2024

  Gallagher Bassett would like to thank ************************ for bringing this matter to our attention.  We are sorry to hear of the troubles you have experienced with reporting of a workers compensation claim for an injury occurring in October 2023.  This was reported to Gallagher Bassett at the end of April 2024.   Senior Resolution Manager ************** spoke with ************************ to discuss his claim, the claims process and address any questions or concerns.  During the call it was confirmed that ************************ had been treating under personal insurance and Gallagher would need to obtain those records.  The status of his claim was discussed. Upon receipt of the medical information we will follow up regarding next steps. If you need anything else in the interim, please reach out as discussed.  Thank you. 

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21747401
  
  I am rejecting this response because:
  Waited until I filled complaints and contacted the BBB and an attorney to then dismiss my case.

  They have made false statements that I was injured previous to work. 

  I literally was physically okay minutes before with my supervisor and manager.

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

  

  Business Response

  Date: 06/03/2024

  Gallagher Bassett is sorry to hear that ************************ rejected the response. Senior Resolution Manager ************* contacted ************************ again on May 30, 2024 to follow up on prior discussion and answer any additional questions.  ************************ was made aware his case is not dismissed and Gallagher is continuing to gather records.  No statements have falsely been made regarding being injured prior to work. The Senior Resolution Manager clarified Mr. *********** prior and current treatment and this information is needed to properly assess the claim.  Upon receipt and review of the additional information she will follow up regarding next steps.  She also provided ************************ with her supervisors contact information if she was not available and if he needed anything further.  Thank you.

• Initial Complaint

  Date:05/22/2024

  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.

  A ***** Truck destroyed a lawn ornament at my home while making a delivery on January 29, 2024. I reached to ***** and they eventually sent me to Gallagher Bassett to file a claim which I did on February 19, 2024. I was assigned an adjuster who asked for an received pics from me. His name is *****************. I tried reaching out to him by phone and email since February with NO response. I reached out to his supervisor, *****************************, also with NO response. I am requesting a prompt refund or payment of the cost of my lawn ornament; $50.

  

  Business Response

  Date: 05/24/2024

  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 May 24, 2024, Gallagher Bassett  spoke with ****************** by phone and was able to finalize the settlement of his claim.  A check is in the process of being issued to conclude this claim. 

• Initial Complaint

  Date:05/21/2024

  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.

  My complaint originally pertains to a vehicle accident in ***********, **********, involving myself and a ***** Ground driver whose reckless driving on my street caused me to have to make evasive maneuvers which caused me to incur damage to my right passanger mirror when I hit a large garbage bin on the side of the road.Gallagher Basset is the company that ***** has contracted with to handle claims and my claim was shunted to them from *****.I submitted a detailed report of the incident including photographs to support the facts of what happened. Gallagher Basset's adjuster, an ***************************, processed my claim and decided to deny the claim based on what she determined to be evidence suggesting that I was in the wrong and that the ***** driver was in the right.The grounds of her decision were that the ***** driver had the right of way. This is a categorical reversal of the facts, and in my emails and phone calls with them, I provided citations from California's DMV code which unequivocally states that the uphill driver has the right of way. I was the uphill driver, and I had the right of way. Her final report and the basis of her denial is the exact opposite.I will attach copies of everything I can to help support my complain, including the final emails.Gallagher ******'s decision was not only wrong, but when I pressed them in follow-up emails about it, the final justification for the claim changed from me not having the right of way, to the ***** driver having "control of the road," which is, in **********, an entirely fallacious concept. This changing of justification, to me, further demonstrates an arbitrary and capricious decision making process, not rooted in fact or the laws of California, where the incident happened.I don't know how BBB will handle this, but I would encourage BBB to pursue this with superiors in the adjuster's chain of command, as my interactions with **************** were totally disagreeable. Thank you!

  

  Business Response

  Date: 05/29/2024

  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 May 23, 2024 Gallagher Bassetts Supervisor ************** spoke to ****************** regarding his claim.  We are currently working with ****************** to confirm the amount of the damage, and will reconvene based on the agreed compromise. Thank you.

• Initial Complaint

  Date:05/21/2024

  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.

  Good evening I went to a restaurant where I received food not to long after I was admitted to the hospital for allergic reaction. I was contacted by Gallagher Basset by an adjuster to resolve the issue. This has been ongoing for a while. I have received lack of communication I havent got any updates in over a month, when I call the phone number is goes to Voicemail has been no attempt to resolve this issue. Every email is a an automated email Im now in the process of seeking legal action

  

  Business Response

  Date: 05/24/2024

  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 May 23, 2024, Gallagher Bassetts Supervisor ******************** contacted ************** advising his claim remains under investigation.  ************** indicated he had additional medical documentation which he will be forwarding for review.   Upon completion of this review and our investigation, we will provide ************** with our position concerning his claim. Thank you.

  Customer Answer

  Date: 05/27/2024

   
  Complaint: 21740046
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/16/2024

  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 has and is engaging is deceptive practices. An insurance agency has a dutys to act in the best interests of their client(s). Instead of taking the necessary steps to help us save money. Gallagher caused us to allocate more funds than necessary. By providing only two options to pay our premium, while deceptively concealing the third and most cost effective option. We were provided the options to either paying the premium in full or finance our premium via their sole selected finance company. The third options is to make monthly payments directly to the insurance company, absent any finance fees. Does Gallagher have a vested financial interest in their sole option of financing insurance premiums for small businesses? Is this the reason why their representatives blatantly lie via email and phone stating that the only options are to pay premium in full or finance? We believe the unnecessary finance fees aided in our delinquent payments to the finance company. When we became delinquent in our payments we were treated as pariahs not by the finance company, we were treated as such by some of Gallaghers employees. We were informed of the third option via the underwriter, who typically will not speak with us, but spoke with us on a couple of occasions due to the nature of our situation. Otherwise, we wouldve not been privy to the third option which we believe Gallagher has use to their deceptive advantage. Weve corresponded with ****************************** ******************* ************************** Who is unflinchingly guarded and stated via email that Gallagher is under no obligation to be transparent and help their clients save money. We are reaching out to the BBB for assistance, if necessary we will endeavor to reach the upper echelon of executives, at Gallagher despite being threatened by ***************** with a harassment distinction. If necessary we will reach out to The I team, CNBC, Bloomberg and the like, airing our grievances to inform shareholders and the general public of said deceptive practices in an effort to effectuate a favorable resolution.

  

  Business Response

  Date: 06/05/2024

  Hello Mr. ******* As you know, weve communicated several times via email to address your concerns, the most recent communication on May 20, ********************** good faith and provided documents supporting our position regarding your cargo/truckers policies and fees. We sincerely hope the provided documents provide clarity and closure. 

  
  

• Initial Complaint

  Date:05/16/2024

  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 had a worker's comp claim for an injury that I had on 9/25/2023. The claim was honored by Gallagher Bassett. The claim was closed as of 12/10/2023. Since then I was involved in a car accident that required extensive medical treatment. The claims that I have for my own insurance ********** for the medical care that I have required have been denied because they have not received a letter from Gallagher Bassett indicating that the claim was closed. I called requesting that this letter be sent and was told that it already was. I then requested a copy of the letter so that I could send it to ******** myself. An email was sent, but not in letter form. ******** would not accept the email that was sent to me. They require an official letter from Gallagher Bassett or ************ (the insurance company was assigned to my claim). I then attempted to contact both my claims adjuster and her supervisor with detailed information requesting that this letter be sent to me so that I could forward it to ********. Neither are responding to my emails and phone calls. In the meantime, the bills are piling up because of this one issue.

  

  Business Response

  Date: 05/21/2024

  Gallagher Bassett would like to thank ********************** for bringing this matter to our attention.  We view feedback as a way to improve our service. We confirm that Gallagher Bassett has received a request from ********************** regarding the update of her ******** record to reflect the closure of her Workers' Compensation claim, and were delayed in taking action on that request. We are pleased to report that we have received confirmation from the Benefits Coordination & *************** (BCRC) that ************************** record has been successfully updated. On May 21,2024 we have communicated this information to ********************** both verbally and through email correspondence. Thank you.

  Customer Answer

  Date: 05/22/2024

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