Business Profile

Insurance Companies

Gallagher

Complaints

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

Customer Complaints Summary

323 total complaints in the last 3 years.
108 complaints closed in the last 12 months.

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Submit a Complaint

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:01/21/2024
Type:Product 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.
RE: Gallagher Bassett Claim# ************AD01 Accident Date July 28, 2023 Claimant: *********************** DOPA at time of Accident: *************************** ******* Successor Trustee: ***************************, TTEE On 7/28/23 a ***** driver who was later identified as insured caused an accident involving my then dying mothers parked car and subsequently left the scene of the accident, information provided by an eyewitness. ***** Driver name was not given, but the reporting manager of the driver named ************ that arrived on scene later stated he would report the accident. The claim was accepted. I buried my mother on 9/14/23, and sent an emailed replied to the claims adjustor on 9/19/23 via with scanned copy of the initial Settlement and Release letter, asking her to send a copy with the correct date of accident because the settlement and release letter was incorrect. I received a second copy of the letter and had it notarized on 11/6/23 but the address to return the document to was not clear. On 12/18/23, I scanned and emailed the second notarized Settlement and Release letter to the claims person named ***********************, telephone number **************, email: *********************** On 1/12/24 I emailed *********************** and requested the return mailing address. I have made several calls to both the claims adjustor and customer service rep, who refused to give me the managers information. Gallagher customer service rep stated that they do not have a correct return mailing address. After multiple attempts, including leaving the claims adjustor telephone messages and sending her emails to no avail, I am filing this complaint. I cannot even verify if the information in the second Settlement and Release letter is correct; however, customer service verified the Claim# listed as ************4AD01 is incorrect, off by one digit. I need a Gallagher Bassett Insurance representative to complete the settlement agreement and send the check.
Business Response
Date: 01/26/2024
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. Please be advised that Gallagher Bassett is the third-party claims administrator for ****************** This is an incident that occurred on July 28, 2023. An appraisal was completed for the known damages, with a check issued in the amount of $4,390.32, which cleared.However, with a supplement it was confirmed the vehicle was deemed a total loss and a settlement offer was made on September 6, 2023. We then received notice on September 19, 2023 that ****************** passed away and the claim is being handled by her daughter *******************
Based on the complaint received from ******************, along with the release, the Supervisor followed up with ****************** on January 24, **** asking for proof of ownership as we needed confirmation that the vehicle belonged to ****************** prior to her passing. Our notes indicates ****************** has confirmed she does not have a copy of the title, Registration or anything at this time confirming ownership of the vehicle.

We will continue to follow with ****************** for alternative proofs of ownership, if available in an attempt to resolve this claim. If you have any further questions or need additional information concerning this matter, please contact ****************** at Gallagher Bassett. Thank you.
Customer Answer
Date: 01/30/2024
Complaint: ******** I am rejecting this response because: Wed, Jan 24, 1:09?PM ************************* replied: I apologize for the delay. I have received your signed release today. To confirm we are settling the claim for $10,488.37. We previously paid $4,390.32. when the car was still thought to be repairable. Therefore we owe you the difference of $6,098.05. We need to confirm a physical address in order to overnight the payment of $6,098.05 to you. Please respond back to this email at your earliest convenience so that I can get the check issued and a tracking number created for you. I also need to know how the Estate is listed so that I can make the check payable correctly to the Estate. Trina_Dillon| Resources Manager | Gallagher Bassett Gallagher Bassett CA License Number: ******* Reporting Branch: Fed Ex Liability Hub (284) | Office Location: ************* ** Mailing Address: PO Box ****, *******, ** 52733-**** D: ************ | On Tue, Aug 22, 2023 at 12:24 PM Trina ****** <**********************> wrote: Ive attached a property settlement form to this email. As the power of attorney for your mother, Ill need you to sign the document, have it notarized and email it back to me. I dont want you to have to struggle with getting the copy of the title so Ill waive that as an exception. Theres been a payment of $4390.32 issued on 08/14/2023 and mailed to ***********************. The check hasnt been cashed yet but youll need to get with ***** to sign it so that he can start the repairs. The balance of the settlement thats still owed is $6531.05 and I can issue that payment once I receive the signed/notarized release.
I sent a copy of the 8/22/23 email to ****************** on Wed, Jan 24, 2:39?PM (5 days ago) to *****: I responded to your voicemail message requesting a copy of the vehicle title, see below copy of your correspondence in this regard.
******* Family Living Trust, ***************************, TTEE, EID 32-6710331, address *******************************************************
I was informed that a copy of title was not required. I have not received the "overnight the payment of $6,098.05" that was promised in the email sent by *************** on Wed, Jan 24, 2024.
Business Response
Date: 02/02/2024
Gallagher Bassett would like to thank ****************** for following up. We did receive the proper name of the Trust and were able to issue a check on Thursday, February 1, ****. The check is being sent to the address provided via ******* Should you have any further issues, please do not hesitate to contact us. Thank you.
Customer Answer
Date: 02/05/2024

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.

**************************************************** *******
Initial Complaint
Date:01/17/2024
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.
Filed a claim with this company to pay for damages caused by waste management truck and received a letter acknowledging the claim and was asked to contact them. The company and their rep.(***************) been called and left multiple messages and emails and never returned my calls or emails. Spoke to two other persons and they promised to have him return my calls or emails and he never did and it has been going for almost three months. The company and **** is deliberately ignoring my calls or emails and avoiding processing the claim.
Business Response
Date: 01/19/2024
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 Thursday, January 18, **** Supervisor *************** reached out to you and discussed the handling of your claim and advised what remains to process your claim. Assistant Vice ********** **************** has reviewed this matter and your claim handlers responsiveness was unacceptable and not typical of the high level of customer service for which we are known. Please accept our apologizes for this, and we have addressed this in order to reduce or eliminate the likelihood of this occurring again. We are always looking to improve our service,so we appreciate you bringing this matter to our attention.
Customer Answer
Date: 01/21/2024

Complaint: 21142416

I am rejecting this response because:
The claim has not been resolved yet and will only be fully satisfied when it is processed and paid.

Sincerely,

***********************
Business Response
Date: 01/24/2024
Gallagher Bassett would like to thank you for bringing your concerns to our attention. We view feedback as an opportunity to for us to improve our overall service. As a reminder, we look forward to receiving an estimate of repairs for our consideration to move this claim forward. Please send the documentation to Supervisor, ****************** attention to the contact information we provided. Thank you.
Customer Answer
Date: 01/27/2024

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:01/11/2024
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.
12/06/2023 I had paint splattered on a designer purse and my clothes at a Menards in *********. When I initially filed a claim, I was notified by staff that I would be contacted within 72 hours. I waited and did not hear anything until I reached out to Gallegher Basset myself. Only then was given the contact information for the Resolution Manager, *******************************. I reached out to ******** multiple times, left voicemails and did not hear anything back. Eventually, I heard back from ********. Throughout the process of working with her, I was able to get in touch with her via phone call maybe one time. She would not return phone calls and would only respond via email after I reached out multiple times. Her response seemed to be once every 2 emails I sent her. There was no clarification or updates on my claim throughout the whole process. When asked to send photos of my damaged items, I had to send them 4 separate times until she was able to see them. In addition to this, she claimed that she could not see any damage done to my designer bag and that the only way they would cover a purse cleaning was if I were to pay to get my purse shipped to a different state for inspection. Throughout this process, all I asked was for my damaged items to be replaced. The amount of money she offered me for the damaged items was $100. This does not even cover half of the damage, considering that the purse itself is worth $400. Other damaged items include a vest and custom sweatshirt. I have yet to call ******** and receive an answer or receive replacement costs for any of my damaged items.
Business Response
Date: 01/17/2024
Gallagher Bassett would like to thank you for bringing this matter to our attention. We acknowledge receipt of Ms. ********* concerns and apologize for any delay during the process of resolving this matter. We always strive for service excellence and value your feedback as an opportunity to improve our services. We are happy to report that this matter has been amicably resolved with ********************, and hope you accept our apologies for this delay.

Thank you for bringing this matter to our attention. Should you have any further issues, please do not hesitate to contact us.
Initial Complaint
Date:01/10/2024
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.
My vehicle was damaged by a ***** vehicle 09/05/2023. My vehicle incurred Diminshed Value due to the extent of the damages. I have submitted an DV appraiasal ( $6,776) that Gallagher Bassett refuses to acnowledge. They have come up with a diminshed value of $1894.20, a value far below the Diminished Value of my vehicle caused by their driver's negligence. Gallagher- Bassett refuses to compromise on amore realistic settlement.I am also trying to obtain the **************** company's name that insures the ***** trucks; however, Gallaghr-Bassett refused to give me the name. The person I have been dealing with is *************************** *************)
Business Response
Date: 01/18/2024
Gallagher Bassett would like to thank **************** for bringing this matter to our attention. We view feedback as an opportunity for us to improve our overall service. Please be advised that Gallagher Bassett is the third-party claims administrator for ***** Corporation. This is an incident that occurred on September 5, 2023. The property damage portion of the claim has been settled leaving a disputed Diminished value claim.
Gallagher Bassetts Resolution Manager and Supervisor have reached out to **************** on Tuesday, January 16, **** in an attempt to compromise a settlement for the Diminished value. We have left a voicemail message as well as followed up via email as we were unable to reach ***************** We will take into consideration both appraisals but also include a deduction for the prior accident which was not taken into consideration. We will continue to follow with **************** until this claim has been resolved. If you have any further questions or need additional information concerning this matter,please contact ****************** at Gallagher Bassett. Thank you.
Customer Answer
Date: 01/19/2024

Complaint: 21119023

I am not totally rejecting the reponse from Gallagher-Bassett because I have not spoken with the current representative that has reached out to me. A number of statements made by Gallagher-Bassett have to be corrected. Yes, I was contacted by Gallagher-Bassett on January 16, ****. The telephone call came to my office after 6:00pm EST. I was not in my office at that time. A voicmail was left by a ***********************. He also sent an email. I did not see the email until 8:00 pm. I responded to the email that evening. I provided two contact times for January 17, ****, and if those times were not convenient, we could set something up for Thursday/Friday. I did not receive a response until I sent a follow up email last night stating, I did not receive any response from my initial email. I have no idea who "******************" is at Gallagher-Bassett. To date, I have only bee contacted by ********************************* (who, apparently, does not work at Gallagher-Bassett any longer) and **************************** I have reached out to *************************** a number of times regarding a compromise due to the fact that their "Appraiser" came up with a DV of $1894.20 compared with the DV of $6,776 from ********. *************************** stance was, no compromise. This was the reason why I filed this complaint, as well as, because Gallagher-Bassett would not tell me the name of the actual insurance company that insures Fed Ex. I realize that Gallagher-Bassett is a third party administrator; however, ************************* response to me was to call ***** to find out the name. This would be impossible without a specific contact phone number. The same goes for their response regarding to contact "******************" at Gallagher-Bassett. As of now, I have a telphone meeting with *********************** today (01/19/24) at 4:00 EST. I am hoping that he will be more receptive to a realistic compromise so that we can close out this case on a positive note

Sincerely,

***************************
Business Response
Date: 01/26/2024
Gallagher Bassett would like to thank Mr. ************ again for expressing his additional concerns about our previous response. On January 19, **** Gallagher Bassetts ****************** reached out to **************** and was able to come to a compromise settlement. A check was issued on the same day, check number 0194956081. This resolve all known outstanding issues on this claim. Should you have any further issues,please do not hesitate to contact us.
Initial Complaint
Date:01/10/2024
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.
I have an auto policy with this insurance agency. Recently, despite being a long time customer with a great record, my policy has increased by 30%. In an attempt to learn more about the increase, I have called the agency multiple times unsuccessfully. For over a month, no one has answered the phones, nor has anyone returned any of my messages.When I decided to search their directory for the name of the agent on my policy, I discovered that person does not exist there. I would like to discontinue my policy through them because this all seems very shady but their voicemail message specifically states that you can not cancel a policy by voicemail. So I'm stuck.
Business Response
Date: 01/24/2024
Here is the response on ************** file:
- Customers policy has the local branch phone number in MI listed
- The branch number is not manned today and the branch doesnt know where voicemails go being researched but presume to someone who is no longer with Gallagher; working with GTS to update
- The branch phone number does have an option for Personal Lines (#3), and, if it is selected, it correctly routes customers to the Preferred team
- We have no record of a call from the individual nor from the phone number so it is assumed the client selected a different option in the phone tree
- The CSS is reaching out to the client to assist with the cancellation of the policy
**************************

Chief Operating ******** *** ********

Gallagher

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

www.ajg.com
Initial Complaint
Date:01/04/2024
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 December 14, ************************************************************************************* which a delivery driver struck my gate and camera control pole. The matter was quickly referred to Gallagher Bassett claims agent *************************** and assigned claim number 015556-015556612044. I promptly provided ************** with pictures depicting the damage, the delivery confirmation photo, and recorded witness accounts. ************** later contacted me on December 18, 2023 indicating he reviewed the **** footage and the driver did not hit our pole and the claim was being denied. I requested access to the supposed footage but was denied that access that reportedly non bias eye witness accounts and the timeline of events as outlined in the metadata associated to my provided evidence, I renegade *************************** who indicated they had reviewed the footage and confirmed the incident did occurs and was deemed a preventable accident with their driver being at fault. I again contacted ************** December 29, 2023 advising of the statement made by Federal Express *********, which has not been responded to as of this report. Considering the conflicting accounts and information provided by ***** *********, I have no other option than to believe ************** was either 1) conducted an ineffective review of the evidence and made an uninformed claim determination, 2) did not actually review the footage and prove video a false account of his investigative actions, or 3) did review the footage, observed the incident and chose to deny the claim anyway, which would most certainly be construed as proof metrical and generally predatory in nature. All items of proof, correspondence, and recordings can be made available upon request as this forum does not allow for recording upload. As resolution, I request this matter be investigated and appropriate action be taken to correctly adjudicate the claim and address any applicable misconduct related to **************.
Business Response
Date: 01/12/2024
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. Please be advised that Gallagher Bassett is the third-party claims administrator for ***** Corporation.
This loss was received by Gallagher Bassett on December 15, 2023 and contacts were completed the same day. Additional information was obtained including a video from inside the ***** vehicle. Based on the review of the known information the Resolution Manager denied liability on December 18, 2023 as it did not appear the ***** driver struck the pole. After the denial, additional information was received on January 5, ****. We reached out to ************** on January 9, 2023 and requested that he provide an estimate to repair the damages. We will continue to follow with **** ***** until this claim has been resolved. If you have any further questions or need additional information concerning this matter, please contact ****************** at Gallagher Bassett. Thank you.
Customer Answer
Date: 01/16/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and, while the response does not address the perception of unethical practice and/or ineffective investigative techniques carried out by the adjuster, I find that this resolution is satisfactory to me. This determination is made significantly on a reversal of the claim denial and appropriate processing of the repair claim.

Sincerely,

***********************
Initial Complaint
Date:01/03/2024
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 August of 2023 I was enrolled in a student health insurance that I wanted to waive. I waived the Insurance in August of 2022 from Gallagher **************** because I have my own health insurance as they do have on file. For the 2023-2024 school year they automatically enrolled me into their health insurance which I do not need because I have my own, which I offered to show documentation for. Now I am looking to cancel and receive a refund for the full amount paid. I have not used the insurance, and once again I already do have an insurance provider. We have had several calls with this health insurance which they refuse to cancel the insurance or give a refund. I was not provided an insurance card nor information that I was enrolled until I reviewed my tuition bill for ********************************* and saw that it was listed. My student ID is ********, this is what the insurance is connected to and again I would just like a refund for the insurance that I have never used nor plan to use in the future, as I do have my own.( I have attached a picture of my insurance provider).
Business Response
Date: 01/24/2024
See Attachment
Customer Answer
Date: 01/27/2024

Complaint: 21069403

I am rejecting this response because I had filed a waiver in the previous year, I did this because the school sent out a handout instructing us to, I have also provided my insurance information. The emails that were sent were blocked my my school email and were considered spam emails see attachment, I can provide all upon request, essentially this is what was received on my end.. Again, I am looking for a full refund for I already have insurance and have not used this insurance. I also request that this insurance be cancelled immediately.

Sincerely,

Sarahdyne *****
Business Response
Date: 03/28/2025
We appreciate the students response and the opportunity to clarify this matter.
As noted in our previous communication, the student initially acknowledged during the call that they did not submit a waiver request for the ********* policy year, assuming that the prior years waiver would automatically carry over. Unfortunately, this is not the case, as the waiver process must be completed annually, a requirement clearly outlined in multiple email reminders sent throughout the waiver period. Given this, we consider the case closed. The policy remains active for the academic year, and we are unable to issue a refund. We appreciate the student's understanding.
Customer Answer
Date: 03/29/2025

Complaint: 21069403

I am rejecting this response because: As previously stated, I was never informed of the acceptance or rejection of my insurance waiver due to the institutions emails being blocked by spam filters. Because this organization operates outside of the schools direct administration, I did not receive any notice regarding my waiver status. Upon contacting them, I was told that they would neither accept my valid insurance nor refund the charges for the institutions insurance plan, which I did not use, as I had my own active coverage.
This practice is not only unfair but also unlawful under Massachusetts law, specifically:
Unfair and Deceptive Practices (M.G.L. c. 93A, 2): The Massachusetts Consumer Protection Act prohibits unfair and deceptive business practices, including failing to provide adequate notice and refusing to refund fees for unused services.
Regulations on ************************ (956 CMR 8.00 et seq.): Massachusetts law mandates that institutions provide students with a clear and accessible waiver process when they have comparable health insurance coverage. By failing to ensure that I received notification and refusing to acknowledge my valid waiver, [Institution Name] has likely engaged in non-compliant practices.
Civil Case Law Supporting Refunds for **************** Payments:
******** v. **************, 580 F. Supp. 2d 390 (D.N.J. 2008): The court held that forcing individuals to pay for unnecessary insurance coverage constituted an unjust enrichment claim, and the plaintiffs were awarded reimbursement.
****** *. ******************************, No. 16-CV-1161 (N.D. Ill. 2017): The court found that deceptive insurance practices, including misleading waiver procedures, justified compensatory damages for those improperly charged.
************ v. *****************, 957 F. Supp. 306 (D. Mass. 1997): This case established that failure to provide reasonable accommodations in administrative processes, including waiver applications, could result in damages and injunctive relief.
These cases demonstrate that courts have consistently awarded reimbursement and damages when individuals have been forced to pay for insurance coverage that was not required.
Given these legal precedents, I am prepared to seek resolution through civil litigation. However, I would prefer to resolve this matter amicably. Please advise on the next steps necessary to facilitate a fair resolution.
Initial Complaint
Date:01/01/2024
Type:Delivery 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.
Ordered wallflowers from bath and body. When they arrived I set it them on my table. I didnt notice one was leaking, it ate through my table top. I was contacted by this insurance company, they asked for pictures which I sent. After a month I contacted the person I was dealing with who no longer works there. Then ********* left a message to contact her, I have called twice with no response. Cant seem to get any restitution or even a response from this company.
Business Response
Date: 01/09/2024
Thank you for bringing this matter to our attention. We view feedback as an opportunity to improve our overall service. We reviewed your file and see that the new claims handler assigned to your file did attempt to reach you via phone on 12/20/2023 as well as via e-mail. While that does not appear to have been successful, it appears that ******************** was able to connect with her claims handler on 01/4/2024 and additional communication took place. A settlement was negotiated on 01/05/2024 and a check was issued based on that settlement. Gallagher Bassett hopes that this resolves the matter and if the check is not received in the next **** days, to please contact the claims handler to make sure there we no issues with address or mailing.
Customer Answer
Date: 01/10/2024

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:12/28/2023
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 12/05/2023 on of their insured caused an accident involving my sons parked car. And subsequently left the scene of the accident. Since 12/05/23 multiple attempts to get a return call from their adjuster Ms ********************* and her supervisor ******************* have been made to no avail in regards to their being in charge of approval for repair to my sons vehicle. Multiple messages have been left with out ever receiving a call back. Their business practices of refusing to return calls, authorize repairs in which their insured was found at fault and charges will be brought for leaving the scene of the accident with no regard to his well being or damage done to his property. Their refusal to allow repair to begin, multiple attempts to speak or return a call have been made to no avail. Their archaic business practices of thinking they can ignore car repair for damage their insured was found at fault not to mention the undue stress and emotional damage of dealing with their ridiculous practices of ignoring problems thinking they can get away with not following through with approval of repair or rental car is unprofessional and unacceptable way of being a insurance agent and business.
Business Response
Date: 01/09/2024
Gallagher Bassett would like to thank **************** for bringing this matter to our attention. We view feedback as an opportunity for us to improve our overall service. We acknowledge your customer service concerns regarding delayed responsiveness, and apologize for not responding within 24 hours of your recent communications and not escalating your concerns to a manager when requested. We are confident your customer service concerns were addressed upon speaking with our resolution manager on Wednesday January 3, ****, wherein the repair process was communicated and an estimate to repair your vehicle was emailed to you. Payment has been issued for the repairs to your vehicle. Once the repairs are completed,we will issue payment for the rental. We look forward to resolving this matter with you amicably. Thank you.
Initial Complaint
Date:12/20/2023
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.
Gallagher-Bassett is the insurance company for ***************** Claim filed on June 16, 2023 by **************** under claim #******-555727-**-01. The *** received no response even after repeated emails and phone calls to Gallagher-Basset. Then we received a form letter dated September 5, 2023 stating they were closing the claim. This letter stated "we have tried contacting you regarding the above incident" which was untrue as we had been emailing requesting information starting in July. We immediately contacted them again, and it took numerous phone calls, several times a day leaving messages until almost a week plus for them to call back. All information requested by them was sent via email on September 18, 2023.The communication from Gallagher-Bassett regarding this claim has been extremely frustrating and absolutely unprofessional. The last communication we sent was for an update on November 21st and again zero response. Our estimate for repairs was dated July 19, 2023 and if this matter extends into **** the cost of repairs will increase beyond that initial estimate of over $5,900.Thank you for your assistance regarding this matter and have a wonder holiday
Business Response
Date: 12/27/2023
Thank you for bringing this matter to our attention. We view feedback as an opportunity for us to improve our overall service. Supervisor ******************* reached out to you on 12/26/2023 and left a message to discuss your claim. We look forward to your response so that we may further investigate and assess your claim. We apologize for the lack of follow up which is not up to our typical high level of service. We sincerely apologize, and have made the appropriate changes to reduce or eliminate the likelihood of this occurring again. We are always looking to improve our service, so we appreciate you bringing this matter to our attention.
Customer Answer
Date: 12/30/2023

Complaint: 21036581

I am rejecting this response because:
We did not receive any communication via phone, text or email from this supervisor on December 26th. We did however receive a phone message from the original person working on the claim on December 28th which only asked us to call to discuss finalized payment. Due to the holiday, we are unable to contact them until after New Year's day to discuss. We ask this complaint be left open until such time the ***** receives information regarding the claim to our satisfaction.
Sincerely,

************* ********************** **************, President
Business Response
Date: 01/05/2024
Thank you for the additional e-mail. In my review of your claim, the overall level of responsiveness with you was not up to our typical high level of service for which we are known. We apologize for that, and we have made the appropriate changes to reduce or eliminate the likelihood of this occurring again. Both Supervisor ******************* and claim handler *********************** will be reaching out to you Monday Jan. 8, the soonest you advised you would be available, to discuss the differences in the estimates of repair and attempt to resolve this so we can settle your claim. ************** sent you a detailed email to you on January 5, **** asking what time would work for you for that discussion. We are always looking to improve our service, so we appreciate you bringing this matter to our attention.
Customer Answer
Date: 01/08/2024

Complaint: 21036581

I am rejecting this response because: Please see attached email sent today, January 8, ****.
Hello ******,

**************** damaged this section of sidewalk twice and we are requesting this be paid in full not the $5,557.70 you indicate as payment. Also, the release form has my personal address which is not acceptable as this damage is not for my own property but for the *** itself. The area is at the intersection of Main and ****, no physical address. Please remove my personal address and insert that into the release form as well as a statement that the release is for this claim only and not any future claims for any damage they may happen to do in the future.

*****
President, LC***
************

From: *********************** <**********************>
Sent: Friday, January 5, **** 8:08 AM
To: Leisure Court *** <*********************>
Cc: ********************* <*********************>; ************************* <***************************************;
Subject: RE: Claim assistance

*****,
Please provide a convenient time to address the below email via phone, as our final offer is $5,557.70.
Thank you,
***********************;| Resolution Associate II | Gallagher Bassett
Gallagher Bassett CA License Number: *******
PO Box ****, ******* ** 52733-****
D: ************ | M: ************ F: ************
E: **********************
Alternate Point of Contact: ************************

Gallagher Bassett Services, Inc. is handling claims on behalf of **************** who is insured by Ace ****************** Company

From: Leisure Court *** <*********************>
Sent: Tuesday, January 2, **** 12:54 PM
To: *********************** <**********************>
Cc: *********************
Subject: Re: Claim assistance

[EXTERNAL]

Thank you for this response and the release form.

We have discussed this with the contractor and because the original estimate was in July of ****************************************************************************************************** ****.

Please let us know the process regarding the increase in cost.

Thank you.

Sincerely,

Leisure **************************** **************, President

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