Complaints

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

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• 

  Gallagher

  2850 Golf Road Rolling Meadows, IL 60008-4050

  
• 

  Arthur J.Gallagher & Co.

  500 Victory Rd Quincy, MA 02171

  
• 

  Arthur J.Gallagher & Co.

  1685 Congress St Portland, ME 04102

  
• 

  Arthur J.Gallagher & Co.

  500 Edgewater Dr Wakefield, MA 01880

  
• 

  Arthur J. Gallagher Risk Management Services, LLC

  111 Washington St Quincy, MA 02169

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/24/2023

  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.

  A ***** driver made an illegal u-turn and hit my parked vehicle, the driver left the scene, then was chased down by my friends mother. The owner of the ******ground company came out to the scene and we filed a report with the sheriff department. I filed a claim with ARC & was told that my claim was fine, I just needed to submit an estimate from a body shop of my choosing. After submitting, I heard nothing. I then called ARC to find out that my claim had been transferred to Gallagher-Bassett, however was never informed of this change. I was informed by Gallagher-Bassett that I would receive a new adjuster and call back within 48 hours, which I did not get. I called back again and they transferred me over to a new adjuster who only has a voicemail box setup, I left a message with my number and details of the ARC claim. They are giving me the run around and Im pretty sure in hopes that I will wear down and stop trying. I was never informed that they now were in control of my claim, I had spend a lot of time figuring it out. And still no resolution. I just want the payout for the claim that was already dry approved by ARC that is now being controlled by Gallagher basset.

  

  Business Response

  Date: 08/28/2023

  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.  On August 25, 2023, Gallagher Bassett Supervisor, ************************, left a voicemail message and sent an email listed in the BBB correspondence.  Please call ************************ back, he will be happy to assist you. Thank you.

• Initial Complaint

  Date:08/23/2023

  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.

  Osarhieme Ehigie Claim # ****** ******00308 PA01 Gallagher Bassett contacted me on behalf of Jollibee Company. I experienced a terrible burn on June 4th 2023 from hot gravy I purchased from them. I was contacted by ************************* from Gallagher Bassett **** requested all information that happened to me on June 4th, which I complied.I have yet to receive any updates from Gallagher Bassett regarding my case. My attempts to contact **** have been met with a complete lack of communication, negligence, and incompetence leaving me feeling frustrated and abandoned in this situation.I had hoped that the involvement between Gallagher Bassett, ******** and myself regarding the incident on June 4th would lead to a swift resolution.Unfortunately, the lack of response and the absence of any progress updates have left me with the impression that my concerns and well-being are not being taken seriously. This continued lack of action and communication has unfortunately forced me to get advice from a lawyer, contact news stations, and voice my issues on social media. We were told by a lawyer that they know about Gallagher Bassett and their lack of communication skills and unprofessional behavior towards clients. What is happening to me is a common occurrence with their clients.It is not a step I wanted to take, as my preference is to resolve this issue amicably and efficiently. However, I find myself in a position where it was necessary for me to take further action to resolve my case.I have already put in several complaints and requested a superior to step in to help as well as a new associate to handle my case., But felt the need to update ******** because I feel that Jollibee is unaware of the lack of action. Now I am hoping the the BBB can also help me. Gallagher Bassett's job is to handle situations for Jollibee and I cannot see that they are doing that.I would this resolved

  

  Business Response

  Date: 09/01/2023

  Gallagher Bassett would like to thank **************** for giving us the opportunity to investigate and resolve this complaint. We sincerely apologize for the lack of responsiveness you experienced. We take this feedback to heart and will use it as an opportunity to improve.  We have reassigned the claim to a new Resolution Manager. On August 30, 2023, Gallagher Bassetts Supervisor called **************** and left a message to discuss the claim details, our plan, set expectations on resolving the claim and answer any questions.  Please accept our apology for the delay, and thank you again for the feedback.

  Customer Answer

  Date: 09/12/2023

   
  Complaint: 20514211
  
  I am rejecting this response because:

   We were contacted by a Gallagher Bassett representative called ***** on Aug 31, after having complained to The Better Business Bureau and after repeatedly contacting Gallagher Bassett about not having any followup regarding the burn incident at ********'s. The original person assigned to me was **** and he did absolutely nothing
  I sent ********'s and Gallagher Bassett proof and evidence of me being burned and injured at a ********'s location. Both ********'s and Gallagher Bassett acknowledged that I was burned and that's why Jollibees referred  Gallagher Bassett to me. In addition, the Manager on duty at the Jollibee's on the night of my burn has knowledged my burn by the ********'s and took his own photos.
  The Gallagher Bassett Representative was extremely rude, insensitive and non-caring and after sending them proof of myself being burned and injured at jollibees.
  He implied who would believe me. 
  Shame on them.
  I felt intimidated and bullied 
  We also looked up this company & found out they have a poor reputation and treat potential clients the same way they have treated me.. I felt insulted by ********'s as they have not even written an apology. Gallagher Bassett is no better as I read their BBB response. 
  This company should never be allowed to represent anybody as they do not know how to deal or treat their clients (I also don't believe ********* knows who's really representing them & how bad this company is).. 
  I have proof of the full conversation between myself and ***** from Gallagher Bassett acknowledging I was burned and Jollibees acknowledging  I was burnt by their company. I will be taking this matter further. 
   I had a better professional response from ***************** Business and want to thank The Better Business Bureau for taking my case seriously. 
  I appreciate them and 
  Thank you..
  
  

  
  Sincerely,
  
  Osarhieme Ehigie

  

  Business Response

  Date: 09/20/2023

  Gallagher Bassett would like to thank ***************** for expressing concerns to our response. We strive to provide detailed responses to any concerns brought to our attention. We also strive to handle all matters with **************** and fairness based upon the information received.  On August 31, 2023,Gallagher Bassett spoke to ***************** to discuss her concerns, address the alleged incident, her injuries and extended an offer to resolve this claim.  We followed up with ***************** on September 15, 2023, and again on September 18, 2023 to confirm our offer, discuss her expectations and left a message.  On September 18, 2023 we followed up the message by sending the offer in writing and sending a release for signature. 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: 10/06/2023

   
  Complaint: 20514211
  
  I am rejecting this response because:
  
  
  I reject the response from Gallagher Bassett
  
  Below is my statement..
  
  
  
  Regarding the last conversation with ***** from Gallagher Bassett I was very upset and felt intimidated even though ********'s acknowledged that I was burned and that's why they contacted Gallagher Bassett in the first place regarding my burn incident. (There is no allegedly ) that I was burned and ***** from Gallagher Bassett acknowledged that I was burned and then turned around and told me who was going to believe me. (That's defamation of character)
  
  I felt demoralized, belittled and intimidated by the representative ***** from Gallagher Bassett. (Companies who acknowledge an incident, occurrence or event that has happened to a customer, and then making an attempt to ignore the situation, and  hoping that the individual will not have the confidence, fortitude, backing or information to take a case further.) 
  Dealing with Gallagher Bassett has been a very terrible and traumatic experience for me and I would not wish anyone to go through what I have experienced with ******** and Gallagher Bassett regarding my burn incident at Jollibee restaurant.
  I will definitely be taking this matter further. I have attached a few photos of my injury.
  
  I would like to acknowledge and thank the BBB for being the go between in this matter.
  
  

  
  

  Sincerely,
  
  Osarhieme Ehigie

• Initial Complaint

  Date:08/23/2023

  Type:Order 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.

  Well I deal with the Gallagher Bassett in ******* **** and also ******* ********! They have been my Workmans Comp provider after I was electrocuted eight years ago! Every year I have to fight through something or for something! I have 24 seven care and once before they have held my family pay for a whole summer and now they are doing it again for no reason! They are not giving me mileage reimbursement nor also the Massage reimbursements that they promised after we went through court! My Workmans comp case manager is ******************* and she is terrible and does not cooperate with me and she tells me it is her upper management which could be but I dont know what to believe! I have been a quadriplegic for eight years and they treat me like s*** ! I dont know how any insurance company can tell a paralyzed person that they cannot have something or not give them the proper compensation that they are supposed to be getting! I constantly have to go through my Workmens Comp. lawyer even though I shouldnt have to and then he gets compensated on the money that I should be getting back ! Its a constant runaround that they put me through and Im so sick of it! I need my family attendant care paid for the last few months also I need to be paid the mileage reimbursement and massage reimbursement without constantly ******** that Im not getting paid! Hopefully somebody at this company will do something about it .

  

  Business Response

  Date: 08/27/2023

  Gallagher Bassett is in receipt of Mr. *********** complaint. We apologize for any issues encountered on the claim. A review of the file shows that ************************ is represented by counsel for his injury,and accordingly, our communications on this matter will be made with the attorneys involved in the case.  Please contact your attorney to further discuss as we have provided an update to ************************ counsel. We are happy to speak with your attorney to further address any of your concerns regarding your claim. Thank you.

• Initial Complaint

  Date:08/21/2023

  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.

  My case number 003000-551575-Al-01. These waste management trucks left a 8 feet long and 3 feet deep truck imprints in my lawn. I am afraid someone might get hurt and it is very scary. I would like for them to pay for it or pay for someone to repair it, it looks horrible in front of my lawn. I have Spoken to multiple people and nothing has been done. ******************************* is the person who is over this case and I have not spoken to him since 06/28/2023 other than that it goes straight to his voicemail on the first ring.

  

  Business Response

  Date: 08/24/2023

  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.  On August 24, 2023, Supervisor **************** reached out to you and discussed the handling of your claim.  Your claim has been resolved, but the level of follow up with you was not up to our typical high level of service for which we are known.  Both **************** and **************** apologize for that, and we 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: 09/12/2023

  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. I, *********************, of complaint assigned ID ******** am satisfied with the remedy applied to that said complaint. I appreciate the patience and assistance of all at Better Business Bureau. Thank you.

   

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

• Initial Complaint

  Date:08/17/2023

  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.

  A ***** truck insured by Gallagher and Bassett backed into only husband semi while he was delivering a machine leaving him almost inoperable. We fixed damages to keep the truck moving. Gallagher and Bassett is now not responding to pay for the truck damages owed and we cannot get the truck out of the shop costing us $1500-2500 a day.

  

  Business Response

  Date: 08/23/2023

  Gallagher Bassett would like to thank Ms. ******** for bringing this matter to our attention.  We view feedback as an opportunity to for us to improve our overall service.  On August 18, 2023, Gallagher Bassett Supervisor, ************************, called the phone number listed in the BBB correspondence, leaving a message to obtain additional information to address this complaint. Please reach out to your assigned Resolution Manager and/or Supervisor, ************************ or provide a claim number so we can assist you. Thank you.

• Initial Complaint

  Date:08/16/2023

  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.

  The Claim Adjuster, *********************, with Gallagher Bassett issued me a reimbursement check in the amount of $4335.40 for not having a car from May 19. 2023 to July 21, 2023. **** lied about my car being repossessed and placed a stop pay on the check. When I informed her of the lie, she then re-issued me a check in the amount of $1330.00, which I have yet to receive. I requested an explanation and have yet to receive a response.100% Liability was accepted June 20, 2023 but I wasn't contacted until early July by the adjuster only as a result of a DOI complaint. I didn't receive a rental until July 31st, 72 days without a rental. Initially, the adjuster was out of the office for health reasons and my claim was not reassigned as it should have been. My cell phone and prescription glasses were damaged as a result of the accident and the original invoices have been submitted to the adjuster ascrequested and I haven't heard from the adjuster.This entire ordeal has been very stressful and unprofessional. I've contacted Gallagher Bassett twice to complain about the adjuster. I have also asked for a new adjuster and was denied that request. Help!

  

  Business Response

  Date: 08/21/2023

  Gallagher Bassett would like to thank ************ for brining this matter to our attention. We sincerely apologize for the lack of responsiveness you experienced. We take this feedback to heart and will use it as an opportunity to improve.
  We have reassigned the claim to a new Resolution Manager. The new Resolution Manager, ****************, spoke with ************ on August 21, 2023, discussing the claims details, our plan, set expectations on resolving the claim and answered any questions. Please accept our apology for the delay, and thank you again for the feedback.

• Initial Complaint

  Date:08/16/2023

  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.

  So ******* Company sent their contracted workers (NPL) out to repair a gas line on May 15th, 2023 that was hit while digging to repair my sewer line. When the gas company sent NPL to come and repair the line...let it be noted they arrived hours later after the initial call...(toxic gas was spewing out of the line for hours ) it was found that (NPL) had negligently installed the gas line to approximately 11 inches beneath the ground...(code requires gas lines to be placed 2 to 4 feet below the ground , mind you I live in an extremely hot climate where temperatures exceed 100 degrees for several months ) the line was not installed to code in the first place which the supervisor for the gas company admitted...well they came the next day and lowered the line but placed it on top of the sewer line ( I have photos to prove this ) They were summoned again to come out and move it to a proper place ...the supervisor even agreed that it was improperly placed again and said they could do the job on May 26,2023...well they dug excessively in front of a large mesquite tree and did not fill in the hole or impact it properly.When I returned home the tree had fallen on my home causing excessive damage! The gas company was called and they sent a field worker to access the damage,said I had a claim and they passed it on to NPL which is who they contracted to do the work. They in turn passed it onto Gallagher Bassett a third party adjuster who did not respond when they said they would , just blatantly denied any responsibility from their insured when all the evidence states the obvious. This has been a nightmare. I have read a lot of complaints on here regarding Gallagher Bassett, they seem to be pretty consistent with the disrespect they show people just trying to resolve issues. They seem to have a monopoly on avoidance ...so sad . I pray God will help all who have to unfortunately deal with this company. Heaven help us is my pray...I guess they don't realize the severity of this.

  

  Business Response

  Date: 08/18/2023

  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.  Gallagher Bassett acknowledges Ms. ******* concerns regarding the denial of her claim.  On August 17th, 2023, Gallagher Bassetts Supervisor, ******************** contacted **************** to further discuss the denial but was advised that she was represented by counsel.  The Supervisor contact information was provided for further discussion with her counsel.  Again, thank you for bringing this matter to our attention.

• Initial Complaint

  Date:08/15/2023

  Type:Billing 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.

  The Insurance company is obligated to make bi weekly payments to me. I would just like for them to pay me on time consistently. My employer would pay me bi weekly every friday on time Everytime for over 2 years. I even set up direct deposit hoping that it would help them pay me on time. I have bills that need paid and it is not helping my credit when they don't pay on time.

  

  Business Response

  Date: 08/23/2023

  Gallagher Bassett is in receipt of ****************** complaint. We apologize for any issues encountered on the claim. A review of the file shows that ****************** is represented by counsel for his injury, and accordingly, our communications on this matter will be made with the attorneys involved in the case.  Please contact your attorney to further discuss as we have provided an update to ****************** counsel. We are happy to speak with your attorney regarding any of your concerns. Thank you.

  Customer Answer

  Date: 08/28/2023

   
  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:08/13/2023

  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.

  My parked vehicle was hit by a ***** Ground driver. The incident was a hit and run, but after an investigation I proved through video footage and witnesses that the driver did cause the damage. After a very lengthy process working with **********, ***** Corporation cut ties with that company and Gallagher Bassett took over all claims as of 6/1/2023. Gallagher Bassett delayed starting the handling of my claim for over 1 month, with excuse after excuse. Finally when they began communicating with me, the claims handler assigned has acted in poor faith since. I was assured that Gallagher Bassett should pick up where the claim had left off, however my claims handler is attempting to undo all the progress that was made thus far. I have emails stating that ARC approved the repairs as well as allowed for supplemental damages just before the switch over to Gallagher Bassett. In May 2023 the car was about to be repaired and then overnight the claim stalled. ***************************** has told me he would not address any supplements or pay for a rental vehicle/loss of use, which he clearly states in multiple emails. I have also requested Gallagher Bassett to do an assessment of a diminished value claim as this car was 4 months old and under ***** miles at the time of the accident, however they've refused to address that as well.

  

  Business Response

  Date: 08/16/2023

  Thank you for your inquiry in regards to this claim. Gallagher Bassett would like to thank ******************** for bringing this matter to our attention.
  
  We apologize for any delays that you received during the handling of his claim as it transitioned between insurers.  It is our goal to resolve claims promptly and fairly.  In our review, we have determined that our most recent offer was reasonable and fair, based upon the independent adjusters review in agreement with Mr.********* body shop.  Additionally, our offer includes rental for the repair time of the vehicle.  We again reiterate that offer for settlement and dismissal of the ongoing litigation.
  
  Again, thank you for bringing this matter to our attention.  We wish to resolve this claim quickly for ******************** at a fair evaluation of the vehicle damages.  We will continue to follow-up with him to discuss any additional information he has for us to consider that *** change the evaluation of the damages.  

• Initial Complaint

  Date:08/12/2023

  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.

  A waste management trash truck hit my car on June 28,2023. We filed a claim against them and we have had no response. Gallagher Bassett will not send an adjuster.

  

  Business Response

  Date: 08/16/2023

  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.  On August 15, 2023 Gallagher Bassetts ****************** spoke with **************** addressing your concerns,which is now being resolved to satisfaction. Again,thank you for bringing this matter to our attention. Should you have any further issues, please do not hesitate to contact us.