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.

  470 Atlantic Ave Boston, MA 02210

  
• 

  Arthur J.Gallagher & Co.

  59 Main St Fairhaven, MA 02719

  
• 

  Arthur J. Gallagher Risk Management Services, LLC

  100 Quannapowitt Pkwy Wakefield, MA 01880

• 

  Arthur J. Gallagher Risk Management Services, LLC

  370 Faunce Corner Rd Fl 2 Dartmouth, MA 02747

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:12/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am extremely frustrated with this company since my work injury in 2018. Even with an attorney I have to be a pest and contact the office for mileage and med reimbursement. The most recent one submitted approximately 2 months ago. Can I please just get reimbursement? Im expected to go to appointments, including multiple IME appointments when asked, I expect to get my mileage, in addition to expenses relating to my conditions. In addition, one injury that was established to be caused by my fall, continues to get ignored. Why is the injury to the bladder being ignored? Do you know how difficult it is to find urology specialists that deal with workers compensation? Its not going away by being swept under the rug and being sent to IME appointments that dont address the bladder? I am fed up, in pain, anxious, depressed and I have absolutely had it. I dont understand whats going on. I would greatly appreciate it if you could move things along for me through my attorneys office. I know this has been brought to your attention. This is very frustrating for me, because I need to find a urogynocologist. Urologists cant address all of my issues. I will have to drive quite a distance and most have waiting lists. I cant have this injury forgotten about. I am going to 3 to 4 ortho IME appointments a year since 2018, why 1 uro? The numbers are not adding up.

  

  Business Response

  Date: 12/19/2023

  Gallagher Bassett is in receipt of Ms. ********** complaint. We apologize for any issues encountered on the claim. A review of the file shows that ********************** is represented by counsel, and accordingly,our communications on this matter have be made with the attorneys involved in the claim. 
  
  **********************, we provided an update to your attorney on December 19, 2023 so we ask that you please contact counsel to discuss concerns you may have regarding your claim. We are happy to speak with your attorney to further address any of your concerns regarding your claim. Thank you.

  Customer Answer

  Date: 12/20/2023

   
  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:12/11/2023

  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.

  I was supposed to be paid by Gallagher Bassett every 4 weeks. I supposed to receive my pay on 12/08/2023. Which I did not receive until 12/11/2023. I also called my bank USAA and they told me my deposit came in on 12/11/2023 and is still pending. The other time it happened was on October 20, 2023. I was supposed to be paid on that date. But I did not get paid until 10/23/2023. Last month I received it early because of Veterans day. I have called Gallagher Bassett and spoke with the supervisor name Al **** at at branch 278 for the state of llinois about this. He stated they have until 5:00 pm on the day I'm supposed to pay. I told him that this is not fair. Because I need to access my money before that to pay my bills. I state that he was able to have access to his money at 6:00 am on hi pay day like every other person. He stated if I did not like it. For me to hire a lawyer and take them to court.

  

  Business Response

  Date: 12/18/2023

  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.  Upon our review, Gallagher Bassett has issued ************* direct deposit payments on time, as is required. These are issued every four weeks on the due date. Unfortunately ************************ has not made the funds available to him immediately, and appear to be taking 2-3 days to make the funds available. We do not have any control over the processing time of a recipients bank. However, as a solution we will issue ************** future payments 3 days early to account for delays with his bank.  On Friday, December 15,2023 we made contact with ************** and discussed this with him.  ************* is happy with the resolution.  Again,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:12/11/2023

  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 November 2, 2023 around 12:20 pm the owner of a white utility truck was backing out and dented my front bumper. I contacted the owner insurance agency (Gallagher Bassett Services) on 11/13/2023 due to I did not get the police report until 11/13/2023 early morning. I was contacted by ***************, Resolution Manager from Gallagher Bassett Services and gave her a detail description of the accident. As to this date I have not heard from ************ or anyone associated with Gallagher Bassett to resolved the issue in getting my jeep repaired. I have sent emails and text messages but do not get a response. I would like for my jeep to be repaired as it is almost a month later and I still do not have this issue resolved.

  

  Business Response

  Date: 12/28/2023

  Thank you for your e-mail.  We view feedback  as an opportunity to improve our overall service.  This loss was reported to GB on 11/13/2023, and our initial contact was made on 11/14/2023.  Additional contact has been made with ******************** via phone and e-mail on 11/22/2023, 12/14/2023 and 12/22/2023.  The final documentation and estimates are in the process of being received and we are working directly with ******************** to make sure we have all information needed to resolve this matter.  

  Customer Answer

  Date: 01/03/2024

   
  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:12/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing this for my wife who was injured while employed by the University **************************, We filed all the paperwork for workers comp. Filled out several release forms for medical information only to have her case manager at that time lie directly to us. Her name is *******************************. So reached out several times for status updates and got the same old reply that she was waiting on records from a local hospital. We contacted the hospital in question and they informed us that they sent all records to her. This was back in august 2023. So my wife was released from work due to not being able to work and after a conversation with HR they informed us that she was given a new case manager. Whom has also not contacted us. 6 months and no status? I understand you that insurance HATES having to actually pay for things. However now that she is unemployed and can't seek new employment due to injury. It's no wonder this companies rating on here is abysmal. Oh and one last thing, HR before they released my wife did reach out to her new case manager via email to give us a status update. It's been 9 days. What in the world is the hold up on your end?

  

  Business Response

  Date: 12/14/2023

  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.  Upon our review, the communications to ******************** were provided timely explaining what the additional investigation and process entailed. ******************** provided a response timely to allow the investigation to move forward and has been updated on December 12, 2023 with the current status.  A formal determination is pending receipt of additional medical records.  On-going communication with ******************** will continue on a tightened time frame going forward. Again,thank you for bringing this matter to our attention. Should you have any further issues, please do not hesitate to contact us.

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 20986043
  
  I am rejecting this response because: There has not been any communication. If an email was sent it would have been returned as the email address given by former employer was shut down upon termination. We would also like to know which medical facility records they are still waiting on? That is the same response we receive with every prior email. We are more than happy to resubmit release forms if that is what it takes. I do have copies of prior emails, however they will not be attached at this time. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/20/2023

  Gallagher Bassett would like to thank ******************** again for expressing his additional concerns about our previous response.  On December 12, 2023, Gallagher Bassett Resolution Manager, ************** communicated with ******************** via personal email, providing the status and update on the claim.  On December 20, 2023 our nurse case manager spoke with *******************, who confirmed she understands where we are in the process.  Once again we would like to apologize for any inconveniences you may have experienced as a result of this accident. 

  Customer Answer

  Date: 12/21/2023

   
  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. Thank you for your help. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/22/2023

  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.

  I opened up a policy for my new apartment but they entered the wrong address and such address doesn't even exist. The only.option I had was to cancel on their website but got charged a second time for the same month. I wanted $11.79 back for the policy with the wrong address. Apt 237 doesn't exist at *****.

  

  Business Response

  Date: 01/24/2024

  See Attached

• Initial Complaint

  Date:11/14/2023

  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.

  This company represents Solid Waste in **********. Their garbage truck driver ran over my lawn and private drainage system damaging both. Solid Waste said Gallagher Bassett would compensate me for the damage (see estimate attached) then, stopped all communications once the claim documentation was submitted.

  

  Business Response

  Date: 11/20/2023

  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 Bassetts Supervisor **************** reached out to you and discussed the handling of your claim and what is still needed to be able to determine if we can resolve this.  We have reviewed this matter and believe that we could have been clearer in our explanation in terms of what was needed up front to make this determination.  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.  Thank you.

• Initial Complaint

  Date:11/11/2023

  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.

  I bought a car fragrance from Bath and Body Works for my brand new car in ****** ***** around April of 2023 and out the oil scent clip on the right front ** vents of my car. The defective fragrance leaked and caused damage to the ** and defrost button of my car, the accent also dropped down the console and caused damages. The ** and defrost button are stuck inside and they won't work. I contacted Bath and Body wand they opened a claim for me and referred me to Gallagher Bassett. The assigned claims adjuster at Gallagher Bassett is giving me a run around and deliberately refusing to process payment for repairs to me car. Her name is ***************************** and my Clai number is 004138-149640-PB-01: Lijodi. I have provided her with ALL the proof and information she asked for but she has refused to pay to fix my brand new car. I have an inspection report from ****** confirming damage is chemical related and an estimate for $1700 which I have shared with ****** but she has refused to process payment of my claim to fix my car despite me proving her with all the documents she requested for. This is her contact information:***************************** | Claim Resolution Manager | Gallagher Bassett Services, Inc.Gallagher Bassett CA License Number: ******* Reporting Branch: *********** Works (454) Office Location: ********, ** Mailing Address: PO Box ****, *******, ** 52733-**** D: ************ E-Fax: ************ E: ************************* Alternate Point of Contact: ************************ ************ I have all the evidence confirming a defective bath and body works car Scent fragrance leaked the chemical and caused damaged to my car, I also have back and forth emails from ***************************** in which she is giving me a run around and refusing to pay claim to fix my car. I have photos of damage to my car, defective product and repair estimate from ******.

  

  Business Response

  Date: 11/17/2023

  Gallagher Bassett would like to thank **************** for bringing this matter to our attention.  We are committed to providing the highest level of customer service throughout the claims process. Per our review of this matter, contact was made with **************** promptly and the resolution manager outlined what was needed to properly assess liability and the related damages. Gallagher Bassett also sent an independent adjuster to meet with *************** to inspect the damage. Part of the standard claims protocol is to also have the product sent to us for inspection. Gallagher Bassett sends a prepaid label/package to assist with this. Apparently, that was sent, but it never arrived. Gallagher Bassett has since been able to resolve the matter with ***************.   We are always looking to improve our service, so we appreciate you bringing this matter to our attention.  Thank you.

• Initial Complaint

  Date:11/09/2023

  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.

  I purchased a bathroom cleaning product from the in-house 365 brand at Whole Foods in ********** **. The faulty bottle leaked all over my groceries, through a canvas bag, and onto my dining room table. It pulled the stain and varnish off of the **************. I reached out to Whole Foods customer service to seek a resolution and my case was outsourced to Gallagher Bassett Services. I have received the run around from this "service" for months, with customer ******************** reps going completely dark. Whole Foods will not help now that the case is "out of their hands."

  

  Business Response

  Date: 11/20/2023

  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 management team on Tuesday, November 14, 2023, wherein the claim process was communicated and an estimate to repair your table was requested. Upon receipt of the requested estimate we look forward to resolving this matter with you amicably. Thank you.

• Initial Complaint

  Date:11/06/2023

  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.

  Gallagher Bassett Resolution Manager **************************************** refuses to authorize medical treatment for my injured pinky finger. She also refuses to authorize any worker's comp. payments when I was out of work due to my injuries. She says this is because the Physician who did the initial exam of my finger did not list it in his doctor's notes. Even though he did examine my finger and ordered an X-ray. I also documented the injury in both injury reports. I don't believe the doctor filled out his notes that someone else did so or he maybe he was distracted. Because he noted that I was a white female when I am an African American woman, misspelled his last name and he made several corrections to my records. I made all of this aware to *******************************. But she continued to state that ********************* from HR told her that I knew what my accommodations were. Nobody in the HR department ever contacted me once they received my work restrictions from occupational health with any accommodations. In fact I emailed my hr supervisor ************************* making him aware of my accident and attached my work restrictions. Again, nobody contacted me. So I don't understand how *** thinks I am supposed to just automatically know my work accommodations. I was out of work for three weeks until I was forced to quit because of no compensation. My supervisor or HR didn't even contact me to see why I was absent for three weeks straight.

  

  Business Response

  Date: 11/13/2023

  Gallagher Bassett would like to thank ****************** for bringing her concerns to our attention. We view feedback as an opportunity to for us to improve our overall service.  We apologize for any issues encountered by ****************** on her claim. The Claim Supervisor and the Resolution Manger have both reviewed the matter in detail, and they will continue to communicate directly with ****************** in efforts to resolve the noted concerns to her satisfaction.  Thank you.

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20832398
  
  I am rejecting this response because:  They as of today have not contacted me.  The only contact I have gotten is from ************************* the Genex medical case manager. She scheduled me an appointment for physical therapy of my shoulder only. But Gallagher Bassett is still refusing to treat my pinky finger. They are ignoring my emails as well. I asked ************************* for official copies of my incident reports and the adjuster as well as everyone in HR and for my personnel file. Everyone ignored my emails except *********************** from Genex. But she said that the adjuster has to provide me with this. I asked the adjuster **************************************** first over a week ago. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/17/2023

  Gallagher Bassett would like to thank ****************** for bringing her concerns to our attention. We view feedback as an opportunity to for us to improve our overall service.  ****************** has been provided contact information for AVP ************** who has agreed to review any additional documentation or evidence related to ******************** alleged pinky injury, and will continue to communicate directly with ****************** in an effort to resolve her concerns to her satisfaction.  Thank you.

  Customer Answer

  Date: 11/29/2023

  Complaint: 20832398
  
  I am rejecting this response because: Good afternoon, I would like to reopen my case against Gallagher Bassett. I did speak with the ********************. He told me to send him some emails and that he would contact me once he had a chance to read them. It has been over a week since I heard from him, since I sent him the emails. I tried to consider the holiday for the delay in his response. But when I tried calling him the calls went straight to his voicemail. Therefore, I believe he is trying to avoid me. Your assistance is greatly appreciated.
  
  Sincerely,
  
  ******************************; 

  

  Business Response

  Date: 11/30/2023

  Gallagher Bassett would like to thank ****************** for bringing her concerns to our attention. We view feedback as an opportunity to for us to improve our overall service.  ****************** has been advised that based on current medical records in our possession, no treatment can be authorized at this time for her right pinky finger.  Should she secure additional medical evidence relating her pinky finger to the accident of June 10, 2023 she should provide same to the current handling adjuster for further review.  Thank you.

• Initial Complaint

  Date:11/06/2023

  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 10/14/23 a ***** truck hit my vehicle and ran, totalling the vehicle and leaving me with no transportation. I reported this to Gallagher-Bassett on 10/17 and advised at the time that I would need a rental vehicle. They assured me this was no problem and someone would contact me in ***** hrs. After a week went by with no contact, I called them again on 10/24 and found out that they had not even begun processing the claim, let alone assigned anyone to call me. Again they assured me someone would be on touch in ***** hrs, and again they failed to follow through on that. On 10/30 they finally got around to calling me back and took a statement from me for the 4th(!) time, advised they needed to get a statement from *****, and were noncommittal about covering the rental. On 11/1, my own insurance company advised that GB had accepted liability for the accident, and thus there should be no reason they couldn't proceed with covering the rental. Gallagher Bassett has gone completely dark since then. I've called my claim manager several times, left multiple voicemails asking them to call me back, and they will not. It appears as though the company is intentionally trying to delay processing this claim as long as possible in order to avoid paying for the rental at all. There is no reason something this straightforward should take 3+ weeks to process, and they should be ashamed of themselves. This incident illustrates a frankly stunning level of managerial incompetence across multiple levels of the company, including customer service, claims management, and especially TRAINING. Not one person that I've spoken with at the company has sounded confident in what they were saying, multiple people entered claim information incorrectly, multiple people transferred calls incorrectly (effectively hanging up on me). Nobody is reachable at any hour of any day, and nobody seems to care or find that unusual at all. This is without question the least effective organization I've ever seen

  

  Business Response

  Date: 11/13/2023

  Gallagher Bassett would like to thank ********************** for bringing his concerns to our attention. We view feedback as an opportunity to for us to improve our overall service. We apologize for the breakdown in our procedures which resulted in you not being contacted within 24 hours.  It is our understanding that you since have been contacted by our representative, ************************, and she is currently working with you to resolve this matter.  Thank you.

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20832312
  
  I am rejecting this response because:

  You guys have no idea what you're talking about if you think this incident is being handled properly. *********************************** has not reached out at all or made any effort to resolve this problem whatsoever, and you have now deliberately mischaracterized my complaint in an effort to minimize it. It's now been over a month since you're client totaled my vehicle and ran. You people have done your best ever since to weasel your way out of responsibility, just trying to ignore me until I go away. It's not going to work.
  

  I genuinely don't understand how you people sleep at night. Doesn't it bother you lying to people over and over and over again? Doesn't it weigh on your conscience, knowing that despite everything, you can't even earn an honest living? That you have to lie to people to put food on the table? I just feel sorry for you at this point. You can pass that on to *******, too.

  Be a better person.

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

  

  Business Response

  Date: 11/14/2023

  Gallagher Bassett would like to thank ********************** for expressing concerns to our response.  We sincerely apologize for your experience and delay in handling of your claim.  On November 14, 2023, Gallagher Bassett's Resolution Manager, ************************, was able connect with you and set you up with a rental vehicle.  Our Resolution Manager is in the process of attempting to obtain damage information and subrogation package from your insurance company to move to resolve your claim.  Again, thank you for bringing this matter to our attention. Should you have any further issues,please do not hesitate to contact us.