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 Risk Management Services, LLC

  233 W Central St Natick, MA 01760

• 

  Arthur J.Gallagher & Co.

  470 Atlantic Ave Boston, MA 02210

  
• 

  Arthur J.Gallagher & Co.

  300 Centerville Rd Warwick, RI 02886

  
• 

  Arthur J.Gallagher & Co.

  2 Monument Sq Portland, ME 04101

  

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: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.

  ******************* a DM of 5 below hit my vehicle in February of 2024 Insurance: BAP024427805 Silver Suburu. ******** Basset maintains the insurance on fleet vehicles for 5 Below. My car was parked and **** hit it parking. He waited in the parking lot and called the provider with me standing there to provide them with images of the accident and all of my contact information. My insurance adjuster Niveah at Progressive reached out several times to confirm the claim was open claim # ************ She advised that the person I needed to speak to would be *********************** - I was unable to ever get ***** on the phone so I spoke to an operator requesting a number for their supervisor, I was given the number for ******************* - ************ too never returned any of my voicemails. Here we are in APRIL and my vehicle is still damaged and I have yet to hear back from anyone at ******** Basset.

  

  Business Response

  Date: 04/12/2024

  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 Ms. ******* concerns regarding the vehicle damage and lack of communication.  On April 11,2024, Gallagher Bassetts Resolution Manager attempted contact by phone, left a voicemail message and followed up via email communication.  **************** returned the call on April 11, 2024 noting she would send the estimate prepared by her carrier.  We apologize for the lack of communication and will work to improve customer service.

• 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.

  Ive called Gallagher Bassett several times since last week. I also called *******************, and *** left numerous voicemails for her and her assistant *************************. I havent heard from ****** once! Its going to be a week and my claim has not been resolved. I havent received any calls, notifications, or updates about my claim. My car is still in the parking lot damaged without being driven. I struggle to get to work and to go home every day!! You guys have not provided a rental. I struggle to get my kids to and from school. I've also provided pictures and videos of the accident. In the video, you can see the ***** driver crashing into me and dragging my car with the truck. I am more than happy to send you all the videos. Sejani ****** #************ ************************* #************

  

  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. Please be advised that Gallagher Bassett is the third-party claims administrator for ****************** This is an incident that occurred on April 4, 2024. Gallagher Bassett's Resolution Manager did reach out to ********************** on Tuesday, April 9, 2024 and confirmed the vehicle was not drivable and a rental was authorized.   We are in the process of requesting an appraiser to work with the shop of their choice to confirm the amount of damages.

  We will continue to follow with ********************** to confirm the damages to the vehicle.  If you have any further questions or need additional information concerning this matter, please contact ****************** at Gallagher Bassett. Thank you.

• Initial Complaint

  Date:04/04/2024

  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.

  I was injured at work, on 03/19/2024. I work for ************** Star. I tripped and fell over a curb, and suffered a concussion. On 3/20/2024, my boss notified me through text that I needed to file a workers comp claim and pursue treatment in the Emergency Room. I went to OSF ER and sought treatment. The first time I was taken off of work through 3/23/2024. Upon seeing my family physician, for the first time, I was taken off of work through 3/29/2024. Upon a second visit with my family physician, she took me off of work through 4/10/24. I have forwarded all of my paperwork and notes to Gallagher Basset, and still have yet to get benefits started. I called on April 1st and was going to speak to my resolution manager to see if my ex-lawyer was doing their job, with no answer. Left a voice mail and was told that she would get back with me, and she never did. Called today, 04/04/2024 with no help from ***************** I have been off of work now for 2 weeks, going on 3, with no checks and not hardly one bit of communication from Gallagher. I would like benefits to begin as soon as possible.

  

  Business Response

  Date: 04/09/2024

  Gallagher Bassett would like to apologize to ****************** for any inconvenience he experienced.  We appreciate the feedback to allow us to improve our processes.  Gallagher Bassett is in receipt of his claim and the information that he forwarded on to the company.  The claim was assigned to our lost time handling team on 04/05/2024, who were able to make contact with ****************** via telephone to discuss his claim.  The wage information and other documentation that was needed to issue benefits were received on 04/08/2024, and a check was issued for the time he has missed from work to date while we await the results of his follow up appointment later this week. ****************** has been provided with his handling teams contact information in the event he has any further questions.  

• Initial Complaint

  Date:04/02/2024

  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 Bassett Insurance refuses to pay for damages that was done on my driveway on February 1st 2024 ***** driver used my driveway to turn around and damaged it with his 8 ton truck. Any additional information and photos of the damaged done please let me know.

  

  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. Please be advised that Gallagher Bassett is the third-party claims administrator for ****************** The request for an appraisal was completed on April 5, 2024 as additional photos are needed. The appraisal process was discussed with ******************** on April 5, 2024.  Once the appraisal is completed we will reach out to ******************** to discuss the claim further.

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 21518810
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  To whom it may concern: I have been going back and forth with Gallagher Bassett now for over 2 and a half months and this has not been justified to this day. I dont know why they are dragging there feet but I know I  have completed all the documents and photos of the damages done to my driveway as requested by them. An appraiser was out to my house on 4/10/2024. As said previous this matter hasnt been resolved yet. Apparently Im waiting back from ***************************** for there appraisal report to hopefully finally get my driveway fixed. Thanks so much for all you do. ************************* Claims number 015558514376AD01

  

  Business Response

  Date: 04/18/2024

  Gallagher Bassett would like to thank ******************** again for reaching out.  On April 17, 2024 ******************** was contacted by Resolution Manager **************** to discuss his claim, our findings, as well as a settlement.  On April 18, 2024 we issued the settlement payment to *******************.  The file has since been closed as this matter has been resolved. Should you wish to discuss any aspects of your file further please feel free to reach out to the Resolution Manger or Supervisor to discuss. Thank you.

• Initial Complaint

  Date:03/22/2024

  Type:Billing 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.

  Denied home owners policy because they said I don't pay my bills and have bad credit. I didn't give them my consent to pull my credit report. They are not a financial loan company of any sort. I can pay the entire full year insurance amount quoted up front. If they pulled my credit what else did they do? My fico is over 700. I've given proof. I totally think they are discriminating against me.

  

  Business Response

  Date: 03/29/2024

  Good morning, Bill,

  Gallagher is our new name since ************ sold ** to them. The Adverse Action Letter was sent out because one of our home insurance companies declined to quote you for coverage. You would need to follow the instructions on the letter to find out why they declined to quote. An insurance score is different from your credit score. It includes other information same as claims history, etc.

   

  Regards,

   

  **********************, CPPL

  Personal Lines Inside Sales Executive III, Area AVP

  Eastern **************** a Gallagher Company

• Initial Complaint

  Date:03/16/2024

  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.

  I am dealing with a property damage issue from **************** by extension their insurance company Gallagher Bassett Over the past 4 years, the most recent issues occurred In August, September, and January, we have had repeated damage to our waterlines due to their location and the weight of the trash trucks we have asked multiple times that they move the pick up location to avoid this issue and its taken almost 3 years to get someone to come out and see the situation. The damage has been occurring off our property and we have no control of what happens out there. We have requested they move the pick up location to the paved area of the road several times and they would not. I spoke to a rep from waste management who referred me to their insurance company Gallagher Bassett.Gallagher Bassett has been very unresponsive when I was reaching out to inquire about my claim and today when I finally spoke with my claims adjuster, he was aggressive, raised his voice, and would not let me explain the situation. We have spent over $5000 on repairs caused by WM trucks and their refusal to acknowledge they were doing more damage over time by their inaction in moving the pickup location after wed requested it several times. If GB will not reimburse, Id like to have WM reimburse us. I have documentation of all of the money spent of plumbers.

  

  Business Response

  Date: 03/19/2024

  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 March 18, 2024, we spoke to ************ and have advised him of our findings based upon our investigation. Should there be any additional information presented to support Mr. ***** position, we will review and handle as appropriate. Thank you.

• Initial Complaint

  Date:03/11/2024

  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.

  We stayed at the *********************** in ***********/******, ** during November, 2023 and were robbed of $252,000 worth of rare valuables hidden in a safe - we were moving from ******* to ******** and were not aware of the surroundings or area. We simply believed the lies on their website. Their insurance company, Gallagher Bassett, is refusing to help us in any way after the robbery. The hotel also refused. They were negligent in the fact that their website said they had security guards (they had none), a well-lit parking lot (all lights where we were forced to park because of our moving vehicles were broken (I have pictures), and it was near an RTD bus station, which they never divulged, and it was too dark for us to see when we arrived. Both Gallagher Bassett and Hilton Doubletree refuse to admit there was any negligence. No video surveillance ( the security cameras they claimed to have on their website were magically not working), no security guards (the hotel engineer would walk around once/day, that was it), and no working parking lot lights on the South side of the parking lot, the only area with any room - we found out why. No one familiar with the dangerous area would park there. Because of the specific car window smashed, the quick drilling of our hidden safe inside our vehicle, and the fact that the perps could do everything in the black of night without anyone at the hotel noticing because of lack of lighting, THEY BOTH WERE NEGLIGENT.

  

  Business Response

  Date: 03/14/2024

  Gallagher Bassett would like to thank *************** for bringing this matter to our attention. We view feedback as an opportunity to for us to improve our overall service.  We understand that this incident has caused inconvenience and frustration for you, but as we discussed on Monday, March 11, 2024, we have concluded our investigation into this incident and have discussed our findings with you.  On Tuesday, March 12, 2024 our representative returned a call from you and you advised that no additional information was needed from us at this time. 
  
  We apologize for any distress caused and assure you that our client takes the safety and security of our guests seriously. We encourage all guests to take necessary precautions when parking their vehicles and to report any suspicious activity to hotel staff or local authorities.

• Initial Complaint

  Date:03/08/2024

  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.

  In Spring of 2023, AFT Plus member benefits decided to change their insurance carrier from AGIA to Gallagher ******************* Because the communication from Gallagher and AFT was minimal and questionable, I was unsure as to whether or not the communication I was receiving was spam. When I received the bill, I set up the payment with my bank just like I always did, so I accidentally paid the old carrier. On April 28, 2023, I paid the balance of my insurance bill to AGIA; that amount was $349.20. On May 1st of 2023, AGIA sent the full amount to Gallagher *******************Gallagher has confirmed that they received the payment in full, however, they have stated that the policy they received was in arrears at the time that they got it. So even though they received the full amount for my policy they refuse to accept that I have paid for it. I received a letter from AGIA that stated that my account was up-to-date at the time of transfer. That letter was also supposed to have been sent to Gallagher. It is attached to this statement along with my communication confirming that Gallagher received the entire payment.At this point, I have spent a ridiculous number of hours taking care of something that should be a simple click of a button. I want complete reinstatement of my spouse's life insurance. I want to ensure that no negative impacts are on either of our credit histories. I would also like an apology for the undue stress, time, and energy that this has taken.

  

  Business Response

  Date: 04/26/2024

  See Attachment

• Initial Complaint

  Date:03/08/2024

  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.

  A waste management garbage truck hit my car on January 9th 2024. **************** uses Gallagher Bassett/ace ******************* It has been 2 months tomorrow since the accident has happened and I still do not have a resolution. I have been making car payments on a car that I cannot utilize most of the functions for. I'm paying for the top trim, but I don't even have base model features. The garbage truck hit the front of my car while it was parked and nobody was inside it. There was damage to the grill, the emblem, the radar and the camera. All of these need to be replaced and require recalibration. The Gallagher basset representative is very hard to get a hold of and calling the company in general. It's very hard to get a hold of anybody who knows what they can even do. I'm constantly jerked around from one person to another and apparently can only contact the actual representative I'm working with by email, but he does not answer in a timely fashion. Right now I'm unable to use cruise control or any of my safety features. If I do get in an accident, the airbags likely will not deploy because the safety system is ran off that radar and sensors in the front that are damaged from the impact that the garbage truck had on January 9th. I do not have another car I can drive and quite honestly the fact that it's been 2 months and I still cannot get my car fixed is Quite ridiculous. *************************** with Gallagher Bassett lied to me and told me he was unable to agree upon an amount to pay to billion for my car to be fixed. However, ******************* with billion informed me they have not spoke since January. I am unable to safely drive my car, so I have not been able to pick up any of my shifts for work where I use my personal vehicle. That's 2 months that I'm missing out on and still counting... a resolution needs to be reached fairly quickly before I lose my job

  

  Business Response

  Date: 03/21/2024

  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. ****************** carrier Safeco originally presented a demand to Gallagher Bassett which we issued a check to them for.  Once it was determined **************** was presenting her claim to Gallagher Bassett, Safeco incorrectly sent a reimbursement check to the carrier ACE rather than Gallagher Bassett.  We have confirmed they are placing a stop payment on the check to ACE and will reissue to Gallagher Bassett.  Safeco is sending Gallagher Bassett a copy of their payment screen, upon receipt of same we will issue a check to **************** for her damages.  On March 21, 2024, Gallagher Bassetts Supervisor, **************** provided **************** an update as to where her claim stands. We hope to have ****************** claim fully resolved shortly and apologize for the delays. 

  Customer Answer

  Date: 03/22/2024

   
  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. Gallagher Bassett reached out and said they will be submitting a payment to me next week. As long as I receive the payment so I may get my car fixed, I am satisfied. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/08/2024

  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 November of 2023 a ***** employee damaged my property and I was asked to work with Gallagher Basset for the repairs. It was difficult to contact someone which still holds true to this date as I obtain quotes to repair the damage but the company will not respond to get the work started or if additional steps are needed. My ask is to get the work done and close the claim as the front of my house has been damaged for several months

  

  Business Response

  Date: 03/14/2024

  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 March 8,2024, Gallagher Bassetts Resolution Manager issued a check to ********************. We contacted ******************** on March 8, 2024 to confirm a check was being issued.  We also contacted ******************** on March 12, 2024 and left a voicemail to confirm weve issued a check.  Should you have any further issues, please do not hesitate to contact us.