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:05/16/2024

  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.

  ***** damaged our driveway and we submitted a claim through Gallagher Bassett. I was told (by Gallagher Bassett) that they would cover the repairs and I would get a check for $1700 from but I haven't received it and it's been over a month. I have tried to contact *********************** but she won't return my emails or calls. Her information is:*********************** | Resolution Associate 2 | Gallagher Bassett California license number for *******************************************: ******* Reporting Branch: ***** Liability Hub (284) | Office Location: *************, ** Mailing Address: *********************************** D: ************| Fax: ************ E: **********************

  

  Business Response

  Date: 05/20/2024

  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. Please be advised that Gallagher Bassett is the third-party claims administrator for ****************** This claim was reported as a Service Provider for ***** damaging Ms. ************ driveway. The Resolution Manager investigated the claim and was able to confirm liability and the amount of damage.  On May 17, 2024, we confirmed with ************************* that a check was being issued for the amount of claimed damage.  Thank you.  

• Initial Complaint

  Date:05/04/2024

  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 M***K** vehicle (2025 Cadillac SUV) t-boned me in my (paid off) 2013 **** Edge Sport, after he ran through a stop sign on April 2, 2024. I was spun around 360 and ended up in the ditch.The fleet vehicle is represented by Gallagher Bassett, a police report was taken, 2 eye witnesses and my car was towed. It was Gallagher Bassset who I was dealing with.There were no rental cars available due to the Eclipse so had to use my moms car April 2- April 8. They refuse to refund the use of the car. It took 10 days to find out my car was totaled. April 12. I had a rental car April 8 to April 20, then forced to turn in without ANY resolution.They were quoting a very LOW price to pay for my vehicle ( it had electric everything, moon roof, heated seats, large screen, navigation system, and the custom 22 inch tires which cost $2000. I finally got all the paper work and was tired of fighting so i signed the papers. 4/29 I sent the title by certified mail, they received 5/3 @ 0917, and I still have NOT received any notice on when the settlement check will be sent. Several emails had been sent..This is now OVER 1 month since "their at fault " accident! .I would like the original amount "they offered" $12,519.11 and now plus $1500(original was $2000 I minus 25% for 5 years of use) for the custom wheels and tires plus additional $600 for having to rent my moms vehicle X 7 days, plus without a car from 4/20/24-4/30/24 and want 10 days for "loss of use" which is what the cost of a rental should be, $800.

  

  Business Response

  Date: 05/08/2024

  Gallagher Bassett would like to thank **************** for bringing your concerns to our attention through the Better Business Bureau. We appreciate the opportunity to address your complaint.
  
  It is our understanding that an amicable resolution to your claim was reached on May 6, 2024.  You should be in receipt of the check for the agreed upon settlement amount, which was sent via next day air for delivery on May 7, 2024.  
  
  We apologize for any dissatisfaction or inconvenience caused, and appreciate your patience and understanding. Our goal is to provide exceptional customer service. We regret that we fell short of meeting your expectations in this instance.  We value your feedback and will use it as an opportunity to improve our processes.  
  
  If you have any further questions or concerns, please do not hesitate to contact us.  Our team is available to assist you and address any additional issues you may have.

• Initial Complaint

  Date:04/30/2024

  Type:Delivery 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.

  Involving the delivery and return of two 50-inch TVs on December 17, 2023, you will find accompanying photos and an estimate for the required repairs.Despite canceling the order on December 15, 2023, the items were unexpectedly delivered by ***** as per the original schedule. Regrettably, upon refusal of the packages, the delivery personnel failed to return the items to the truck, resulting in substantial damages to our front door, framing, and threshold when the Driver brought it in TV's. Specifically, the door, frame, and threshold sustained significant damage as the items were dragged through the door instead of being lifted, as would have been appropriate.Furthermore, during the subsequent visit of the same driver to retrieve the packages, additional damages occurred due to mishandling. Despite clear instructions not to drag the *** the driver proceeded to do so, causing further damage to the landing and frame of the threshold and door.Per Gallagher Bassett ***** Ground did not breach a duty of care that caused foreseeable damage and deny payment.

  

  Business Response

  Date: 05/10/2024

  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 10, 2024, Branch Manager, ******************, reached out to ****************** to discuss this matter and inform her of next steps.  Gallagher Bassett is currently taking another look at liability and will reach back out to Ms.************;within the next 7 days.  Thank you.

• Initial Complaint

  Date:04/26/2024

  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.

  I have insurance (both house & flood) I recently sold this property on April 10th however this Company continues to request closing documents from me before they will process any reimbursement. I do not understand why a simple cancellation of an insurance premium requires additional documentation like the Closing Sale. This should be private and not required for a simple cancellation of insurance.

  

  Business Response

  Date: 05/06/2024

  I can confirm that both policies (home and flood) have been cancelled effective 4/10/24 for ****** & ***************************** (MEEHANEI01).

   

  Additionally, I had Preferred Whippany CSS (***********************************) do an analysis on the account and I can confirm that Gallagher followed all appropriate processes/procedures within service level parameters.

   

  Please note, the clients complaint was related to cancelling policies; more specifically, he wanted to cancel his flood policy mid-term and this requires additional paperwork  the client was made aware of during the time of the initial interaction.

   

  Although the flood policy was written through Assurant, it fell within FEMA guidelines and therefore documentation was required to cancel the policy. (We received the closing documents on 4/29 and immediately called Assurant to process the cancellation).

   

  To close the loop, we followed up with the client via phone call to advise that the required paperwork was received; more specifically, that we cancelled the policy effective 4/10 and per ****** at Assurant, the Meehans would receive a refund of $627 in the mail within ***** business days.

   

  Please let ******** or me know if you have any additional questions.

   

  ************************* (He/Him/His)

   

   

  Have a great weekend.

   

  Thank you,

  Customer Answer

  Date: 05/06/2024

   
  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:04/23/2024

  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.

  Damaged duvets from bath and body products I was in contact with a manager name ********** have called and left several voice-mail and have not received a callback I also followed her instructions and called the backup contact and I called at least six different people none of them answered or returned my call I am seeking to speak with **** regarding my claim I have gone through alot of personal things that interfered with me speaking with her and continuing processing my claim

  

  Business Response

  Date: 04/30/2024

  Gallagher Bassett would like to thank ************** for bringing this situation to our attention.  We have carefully considered the concerns raised regarding this issue. At Gallagher Bassett, we are dedicated to delivering the highest standard of customer service throughout the claims process. After thoroughly reviewing the matter, we promptly reached out to ************** and left a voicemail message. However, we have not received a returned call from her to date. 
  In addition, on April 6, 2023, we made efforts to resolve her claim by assigning an independent adjuster to meet with ************** and inspect the damages. Unfortunately, the independent adjuster was unable to establish contact with the claimant to schedule a time for the inspection of the damaged product.

  Furthermore, our Resolution Manager sent a 20-day letter to ************** via email and mail on April 20, 2023, but she did not respond. As a result, the claim was closed.  At this time, we will ensure the Supervisor promptly reaches out to her to address her concerns.  

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21615303
  
  I am rejecting this response because: I explained in my bbb complaint why there was a delay in bringing things to a close but I have also on multiple occasions attempted to resolve this matter my calls and voice-mail to multiple Gallagher and Bassett staff but the calls were never returned .
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/02/2024

  Gallagher Bassett would like to thank ************** again for reaching out.  On April 22, 2024, Branch Manager ************* returned Ms. ****** voicemail to the phone number on file. However, despite her efforts, she did not receive a returned phone call. Following our response to the BBB complaint, Supervisor ******************** made another attempt to contact ************** on May 1, 2024 using the number provided on the BBB complaint.  Unfortunately, the voicemail box was not set up,preventing us from leaving a message. ******************** then reached out to the same number ************** had previously left a message on and left a message requesting a return call. A returned call has not been received from ************** since our attempts resumed on April 22, 2024.  We have also checked with every team member, and there are no outstanding messages from the **************.

• Initial Complaint

  Date:04/20/2024

  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.

  On March 21st 2024 I had gotten a concussion while on the job and Gallagher Bassett was the company's workers compensation provider. It took 2 weeks to hear from them and give them the needed information. I gave them all the information they needed and set up my direct deposit in their app. I had emailed them on April 12th 2024 asking how long it usually takes for the payment to go through. I am very dependent of this money because I am missing credit card bills and car insurance payments since I have been out of work dealing with my injury. I have yet to get a response from them and then proceeded to email a couple more times on both April 20th 2024 and also April 18th 2024 and still haven't gotten a response

  

  Business Response

  Date: 04/25/2024

  Gallagher Bassett would like to thank ************** for bringing this situation to our attention.  We view feedback as a way to improve our processes.  A review of Mr. ****** file shows that while we did receive this claim in March, 2024, we were not made aware that ************** was missing time from work initially.  Once that information was brought to our attention, the claims handler was able to speak with him in regards to his claim.  The investigation into the file was completed on 04/12/2024, and a decision on the claim was mailed via required state form on that date to Mr. ****** address on file.  Gallagher Bassett did receive a phone call on 04/18/2024.  The call that was made on 04/20/2024 was made on a day when our office was not open for business. Those calls were addressed via e-mail on 04/22/2024 by the supervisor, and included a copy of the mailing that was received and an explanation of its contents and next steps were also provided at that time.

• Initial Complaint

  Date:04/17/2024

  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 assaulted on the job June 2022 resulting in fractured vertebrae. GB sent random checks, with no accounting which I had asked for. They decided my injury was age related and then denied previously authorized treatment. I was on light duty and they said I had returned to normal work, offered me a small settlement. The light duty work I had then ended at the same time as the offer so I had no choice but to accept, and they only paid part of the settlement. I have been trying to get an accounting for over a year and they refuse to correspond. They claim to the ************ that they have. They just want me to go away.

  

  Business Response

  Date: 04/24/2024

  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. We understand that there may be some confusion regarding your claim and the award paid out to you.  On July 17, 2023 a letter was sent to you advising of the breakout level of the monetary value of the award.  Upon further review, we discovered an overpayment had been paid to you.  The amount of the overpayment was deducted from a portion of the award.  A second letter should have been sent to you explaining this and unfortunately,we cannot find any record this was done.  We sincerely apologize for this lapse in communication.  On February 1, 2024 a payment ledger was sent to you.  Please note the award is not a settlement. On June 29, 2023 a notice of closure was sent to you.  You had 60 days to appeal the closure.  Please advise if you need another copy of this notice as it explains any additional benefits you may be entitled to related to this claim. If you have any further questions or concerns, please do not hesitate to reach out to us.  Branch Manager, ************** and Vice ********** ************** both called and left messages on your voice mail on April 22, 2024 and April 23, 2024 to discuss this matter further and apologize to you directly.   

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21590687
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/26/2024

  Gallagher Bassett would like to thank ************** again for reaching out. If you have any further questions or concerns, please do not hesitate to reach out to us.  Branch Manager, ************** and Vice ********** ************** both called and left messages on your voice mail on April 22, 2024 and April 23, 2024 to discuss this matter further and apologize to you directly.   Please call either of them back to discuss your claim.  Thank you.

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21590687
  
  I am rejecting this response because: I have NOT received received a ledger for my payments. I have been asking for this for well over a year, and just yesterday received a payment for July/August 2022. GB 'apologizes' for not sending another letter. Communications with this company have been terrible, and my responses/questions to them also went un answered. Example:

  I was scheduled to receive previously approved injections to relieve my back spasms. When I went to my appointment my Dr. was surprised to see that they had be rescinded. She gave me them anyway no charge and was going to investigate.

  They then deemed I had 'returned to my regular work, when in fact I had not. I was still on 10% per my doctor.

  I had no other light duty work available to me, and basically had no other option but to accept their settlement offer which at this time still hasn't been fulfilled. 

  I will not communicate with GB by phone, email only, I have no trust.
  
  Sincerely,

  *************************

• Initial Complaint

  Date:04/16/2024

  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 injured on the job on January 6, 2024 and have been trying without success to get my ********* comp claim resolved, and relief from the pain that is having an increasingly negative impact on my life. After my claim was filed I was sent to ********* for several visits, x-rays were ordered, but no MRI. Then came physical therapy, which I diligently attended and practiced. I had to take sick leave when the pain became too much for me to work. When I went back to the Dr he said I could go back to work but no bending, lifting or climbing on ladders-all things necessary for my job. Next I was sent to an orthopod who said he couldn't do anything without an MRI, although one had never been ordered for me. I am still waiting on approval. I was then sent to a surgeon, who told me that I couldn't ask questions because this is a ********* comp claim. Meanwhile I keep going to work, having to do the things the Dr. said I shouldn't do. I can't sleep due to pain, and the quality of my life has been adversely affected. Here I am 3 months since the incident with no resolution in sight. I have called numerous times seeking answers, but no one returns my calls. All I want is an MRI, a diagnosis, and guidance to alleviate the pain I am experiencing. In my estimation, due to the nature of my injury, I should have had an MRI right after the accident. I want someone to call me back, an MRI ordered, results reviewed, and a recommendation as to how to proceed.

  

  Business Response

  Date: 04/23/2024

  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.  Gallagher Bassett is sorry to hear of the trouble Mr. ****** has experienced with getting an MRI and the pain issues that you continue to experience. On Friday, April 19, 2024, Supervisor, ************************ called and spoke with Mr. ****** to review the claim process and address your questions and concerns. During our call a few items were raised that we are verifying with your employer. Upon receipt of the information we will follow up with you regarding next steps. In addition, we discussed your request for an MRI, Mr. ****** understood next steps. Once we receive the outstanding documents, we will follow up with you to review and discuss our plan going forward. If you need anything else in the interim, please reach out as discussed.  Thank you. 

  Customer Answer

  Date: 04/24/2024

   
  Complaint: 21583310
  
  I am rejecting this response because:
  I was finally called and assured that that are waiting ondr diagnosis, as its been a couple weeks the report they are waiting for is slowing the process down.  I have jumped through all the hoops asked and made calls & never got a response and , when I finally did I see where the holdup is. I just wanted to have that communicated to me and not have to wonder and not have my calls returned.  I am in pain everyday and waiting to get the Final Diagnoses.  I work I come home, Hot shower & cold Compress and go to bed.   I need so relief sooner rather than later.  So the waiting game is on
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/29/2024

  Gallagher Bassett is sorry to hear that Mr. ****** rejected the response. Supervisor ************************ contacted Mr. ****** again and **************** stated he was happy with our contact and the update he received and did not reject the response and is satisfied the issue is resolved.

• Initial Complaint

  Date:04/09/2024

  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.

  In November 2023, my friends and I spent a long weekend in *********. Unfortunately, while we were out exploring, our hotel (********************************** was vandalized and the fire suppression system was opened on the roof resulting in catastrophic flooding throughout 30 floors of the hotel. When we arrived back to our room, it was completely flooded with at least 6 inches of water and most of our belongings were floating around the room on the floor. I videoed this event. The hotel never contacted us about what was happening and as a result most of our belongings were destroyed. I have been trying for the past several months to obtain compensation for the destroyed articles of clothing and electronics. The hotel stonewalled us for many weeks but eventually gave us the name of their insurance carrier. Unfortunately, the insurance carrier (Gallagher Bassett) has continued to stonewall us by not answering my repeated inquiries about the status of our claim. I finally connected with a claims representative (Mr. ************************ who is seeking receipts for my damaged goods and clothing. I specifically asked ************** in February if there was anything he needed from me and he ignored me. Only in April did he reach out and ask for receipts which are unavailable. Clearly, Embassy Suites and Gallagher Bassett after approximately 5 months are trying to stonewall us after our belongings were destroyed on their property. And additionally, Embassy Suites provided us little to no relief for this situation.************** has yet to respond back to my latest inquiry. My total damages are $2642. I am looking for assistance in settling this claim as the insurance carrier and ************** are clearly trying to avoid having to settle this issue.

  

  Business Response

  Date: 04/11/2024

  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.  We understand that our representative discussed the status of this claim with ******************* earlier this week and that a settlement agreement was reached. We have received the notarized release and are in the process of issuing payment. 
  
  We apologize for any inconvenience this matter may have caused.  

  Customer Answer

  Date: 04/15/2024

   
  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:04/09/2024

  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.

  Workers Compensation claim that I have reached out to on multiple occasions through multiple medias with no return call, email, text, or mail. They are dragging their feet on a claim that is time sensitive and I am already going to have to fight with them to get them to cover a claim that, knowing how workers compensation companies work, will get denied.

  

  Business Response

  Date: 04/11/2024

  Gallagher Bassett would like to thank ****************** for bringing this matter to our attention.  Thank you for your valuable feedback and for providing us with the opportunity to improve on the handling of your claim.  We apologize for any delays in communication youve experienced.  Responsiveness is a vital part of providing the exceptional customer service our claimants and clients deserve.   On Tuesday, April 9, 2024 a Claim Supervisor has spoken with you and action is underway to address your needs.  This will remain a priority to us until we know you are completely satisfied.