Complaints

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

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• 

  Gallagher

  2850 Golf Road Rolling Meadows, IL 60008-4050

  
• 

  Arthur J. Gallagher Risk Management Services, LLC

  233 W Central St Natick, MA 01760

• 

  Arthur J.Gallagher & Co.

  470 Atlantic Ave Boston, MA 02210

  
• 

  Arthur J.Gallagher & Co.

  300 Centerville Rd Warwick, RI 02886

  
• 

  Arthur J.Gallagher & Co.

  2 Monument Sq Portland, ME 04101

  

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

• Initial Complaint

  Date:07/13/2023

  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.

  Fed Ex driver delivered a Mattress in a box on May 12, 2023. The driver broke the outside GFCI outlet when they dropped the box off. Filed a claim with fed ex which was handed off to ***************************** at Gallagher Bassett. Spoke with Charity once where she said the claim is likely to be denied because there is no damage on the box (even though the pictures submitted show damage to the box) and the driver "denies" doing it. ******* has not returned any calls when voice messages have been left and still have not received reimubursement for damages totalting ****** Images below show the package breaking the outlet and damage on the box circled showing that the driver did in fact commit property damage. Please send reimbursement for the fixing of the outlet.

  

  Business Response

  Date: 07/28/2023

  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 July 26, 2023, Gallagher Bassetts Supervisor ****************** spoke with ************************************ addressing your concerns, which have now been 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.

• Initial Complaint

  Date:07/12/2023

  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.

  Debris from an uninspected garbage truck hit my vehicles windshield and cracked it on July 5th, 2023. I pulled over as soon as possible to call the waste company responsible. They assumed responsibility and turned in the paperwork. I have been calling the insurance company (Gallagher Bassett) nearly every day since, explaining to the people in headquarters that the damage is worsening with the extreme heats. To no avail have I received a follow-up from my assigned adjuster or the manager. My situation is cut and dry. By the ***** of God, I have a photograph from less than two months prior showing my windshield without blemish. (Timestamped) I have phone logs of all correspondence with insurance and the waste company responsible, (GFL ENVIRONMENTAL) Documents of worsening damage, and a geotagged photograph of the actual truck, there was a minor and adult witness in the vehicle. All I want is for Gallagher Bassett to send safelite over and replace my windshield. To prevent me from needing a rental, to prevent me from being pulled over due to impaired vision, to prevent an absolute catastrophe.

  

  Business Response

  Date: 07/13/2023

  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 Thursday, July 13, 2023 Resolution Manager,  ************** spoke with ******************* addressing status of your claim and provided you with an explanation.  Please contact ************** or her Supervisor, ************** with additional questions and details.  We apologize for the frustration.  We are always looking to improve our service, so we appreciate you bringing this matter to our attention.  

  Customer Answer

  Date: 07/13/2023

   
  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:07/11/2023

  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.

  Their insurer hit my husbands company truck in April 2023. Scheduled to be repaired July 11, 2023 - failed to set up rental car along with respond to claim in months of April, May, ************ Incorrect phone numbers listed on out of office, no response from company after multiple attempts along with no rental vehicle resulting in lost wages.

  

  Business Response

  Date: 07/13/2023

  Gallagher Bassett would like to thank you for bringing this matter to our attention.  On July 12, 2023 ***************** was able to speak with the Assistant Branch Manager regarding her concerns of the delayed handling of this matter.  At this juncture, it has been brought to our attention all concerns have been addressed and an advanced rental reimbursement check has been issued with overnight delivery.
  
  We would like to apologize for any inconveniences you may have experienced as a result of this claim.  Please know that Gallagher Bassett values the customer feedback you have provided and will utilize this information as an opportunity for us to improve the handling of future claims.  

• Initial Complaint

  Date:07/07/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This insurance company handled my claim for an incident that happened in the Menards parking lot when a shopping cart was blown by the wind into my vehicle and scratched it up. My case was assigned to an adjuster, ***********************. I was told he was going to contact me within 48 hours of the incident. It was at least 3 days before I heard anything from ***********************. He contacted me by phone and said he was going to be sending me his contact information in an email. I never got an email from him with his contact information. He also told me he was going to call me the following Thursday which never happened. I had to contact the insurance company several times just to find out about my claim. Their customer service provided me with the claim number and the contact information for his supervisor, ***********************. I left *********************** a voicemail and she never returned my call. I had to call the customer service at least six times to get any information on my claim. However the customer service could not supply me any status information, it had to go through the adjuster or his supervisor.I got a voicemail from the adjuster that I cannot understand because it's breaking up when he is explaining why the claim was denied so I contacted him and left a message saying I can't understand the reason the claim is denied and could he please let me know the reason. It has been over a month since my claim was opened and I have gotten no response from the adjuster nor from his supervisor about my claim. The customer service representatives keep attempting to reach out to the adjuster when they have me on the phone so they can transfer me to him. However, **** keeps saying he's on another call and that he will get back to me. He never gets back to me. So the customer service reps put in a request to have him contact me. He keeps telling them he will call me back, full well knowing he is going to be out of the office the next day and has no intention of calling me back.

  

  Business Response

  Date: 07/12/2023

  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 Bassett's Supervisor **************** left you a message yesterday, July 11, 2023, addressing your concerns and provided you with an explanation regarding why your claim was denied.  Please contact her with additional questions and details.  With regard to calls that you did not receive as noted in your note, both the claim handler and the supervisor placed multiple previous calls to you, but unfortunately, your voice mail was full,and they were unable to leave you messages.  We apologize for the frustration.  We are always looking to improve our service, so we appreciate you bringing this matter to our attention.  

• Initial Complaint

  Date:07/06/2023

  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 May 9,2023, an employee of ******** hit my parked car when he was coming to service my yard. I got a police report and reported it to my insurance company. They asked me if wanted to go through ********'s insurance company and I told them I did but I requested that they contact them to start the process. I called Geico multiple times throughout May and they were unable to get someone to call them back from ********. I called ******** on May 15th @ 11:58am and told them about the situation and asked to have someone call me. Fast forward to today, I still have not heard from ********************* except for a letter that said she was trying to get in touch with me. She has not attempted to call me and I have left several messages and try to call several times without leaving a message. Resolution Manager assigned to your claim:********************* | Resolution Manager | Gallagher Bassett CA License Number: ******* | ******************************************* CA License Number: ******* Reporting Branch: ******* Liability (177)Office Location: ***************, ******** Mailing Address: PO Box ****, *******, ** 52733-**** D: ************ F: ************ E: ********************* They also sent me to get an estimate with a car company in the area that I got which was a little over $3100. They then sent out their own adjuster and gave me an estimate of about and he estimated damages of $2300. At any rate, It's been nearly two months and I believe they could have already done something about this issue but has chosen to drag their feet. Please help me to get this resolved. All we want is to get this resolved and since **** will NOT call us back and I have to keep going on the back end to talk to someone who is not my account manager and whose hands seem to be tied I'd like to ask you all to require that they follow through with this case to get it finished in a timely manner.

  

  Business Response

  Date: 07/07/2023

  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. The check for the damage to your vehicle has been issued as of July 6, 2023, and take approximately 5-7 business days to arrive.
  
  Please accept our apology for the delay, and thank you again for the feedback. 

• Initial Complaint

  Date:06/29/2023

  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.

  On February 24th 2023 a ***** driver hit my car from behind. I've been calling Gallagher Bassett for over a month, left several messages for supervisors and claims adjusters with a promise of a "call back within 48 hours. " Not one person has called me back. I'm trying this complaint to see if they'll finally reach out before I hire an attorney.

  

  Business Response

  Date: 07/06/2023

  Gallagher Bassett would like to thank you for bringing this matter to our attention. We acknowledge receipt of Mr. ****** concerns and apologize for the delay. We always strive for service excellence and value your feedback as an opportunity to improve our services.
  
  On Wednesday, July 5, 2023 Gallagher Bassetts ********************** spoke with Mr. ****** to provide an update and requested photos and an estimate for our review.  Mr. ****** claim has been assigned to a Claim Supervisor. 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:06/29/2023

  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.

  Dear Better Business Bureau,I am writing to file a formal complaint against ******* *********** and Gallagher Bassett regarding an incident that occurred at the hotel's valet service, resulting in damage to my cargo box. Despite my efforts to address the matter with both companies, I have not received a satisfactory resolution.On the night of April 20, 2023, I entrusted my SUV with a cargo box on the roof to the valet service at Le Parc ***********. Unfortunately, during the parking process, the cargo box made contact with a maximum signboard, causing significant damage. Although I promptly notified the hotel about the incident, the response and assistance provided by both Le Parc *********** and their insurance representative, Gallagher Bassett, have been inadequate.Since reporting the incident, I have been met with a lack of communication and progress updates from Gallagher Bassett, who is responsible for handling the insurance claim. Despite their obligations to promptly address the claim, I have not received any communication regarding the progress or resolution of my claim.Additionally, Le Parc *********** has failed to take responsibility for the damage caused to my cargo box. Their lack of willingness to investigate the matter thoroughly and provide a satisfactory resolution is deeply concerning. I expected better service and accountability from a reputable hotel.I kindly request that the Better Business Bureau conducts a thorough investigation into the actions of both Le Parc *********** and Gallagher Bassett. I believe that their failure to fulfill their obligations to customers and provide satisfactory resolutions violates the BBB Standards for Trust.Thank you for your attention to this complaint. I look forward to a prompt and satisfactory resolution.Sincerely,********************************

  

  Business Response

  Date: 06/30/2023

  Gallagher Bassett would like to thank you for bringing this matter to our attention. We acknowledge receipt of ********************** concerns and apologize for the delay in addressing the damages to his vehicle at the ************** We always strive for service excellence and value your feedback as an opportunity to improve our services.We hope you accept our apologies for this delay.
  
  On Friday, June 30, 2023 Gallagher Bassetts Supervisor spoke with ******************** to provide an update and a resolution to this matter is in process.  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:06/28/2023

  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 took a serious fall at a hotel, and Gallagher Bassett was assigned as the liability insurance company. Gallagher took a recorded statement from me the first week in May and told me they would reimburse a certain amount in out-of-pocket medical costs. The Gallagher rep said the receipts for reimbursement should be forwarded to her, and she verified my email address. I assumed she would send the necessary information for how/where to submit the receipts but, after that initial phone call, I never heard from her again.Over the course of the next month, I left several voicemail messages for the person who had phoned me, and she never called me back. I left a message for the Safety and Security Officer at the hotel and explained that Gallagher Bassett was refusing to return my calls, and he also never responded back to me. Then I followed up with a message through the Gallagher Bassett company website to see if someone in **************** could follow-up on the claim and get back to me. No one ever responded.I have never encountered a situation where an insurance company refuses to communicate and completely ignores a claim. I have also never considered escalating an insurance claim to a legal matter, but if Gallagher refuses to communicate, then they give me no other option.

  

  Business Response

  Date: 06/29/2023

  Gallagher Bassett would like to thank you for bringing this matter to our attention, we are in receipt of ******************* customer service experience complaint. Thank you for sending this report and making us aware of the situation and your unfavorable experience.Customer service is our top priority, and we acknowledge that we have fell short. We sincerely apologize for this and thank you for your feedback, as this will allow for us to improve our process going forward.
  
  Gallagher Bassett's account supervisor, reached out to **************** on June 28, 2023 to discuss the claim further. In addition an e-mail was sent as follow up. Once again, we apologize for the lack of communication on the part of our staff and will work diligently to ensure the remainder of your claim process is seamless. 

  Customer Answer

  Date: 07/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the proposed resolution, if followed through as promised, will be satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/26/2023

  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 May 19th I hurt my back at work and it was turned in to workmans comp. Gallagher Basset is the insurance company representing my employer. It took the adjuster over two weeks to make contact with me after multiple calls. The orthopedic and myself are not able to communicate in a timely fashion. The adjuster has been out of office 2 weeks out of the 6 weeks since I was injured. Should someone be handling their cases while they are out? Due to this she has pushed treatments before I hade results from my ***. She has approved an injection for workmans comp which my Dr ****** should not be done. This mistake was due to the fact that the orthopedic hadnt seen the *** until June 19th which is when he stated the shot wouldnt work and that I need to have microdisectomy surgery. It was scheduled tentatively for June 29th. This was only a week away. I had to Make arrangements for for transportation ect. I should have known it wouldnt get approved based on how everything else was going. They tried to rush me to work and to physical therapy without having *** results. I know my body and know something isnt right. After the Dr. ******* me the slipped disk and pinched nerve I know why I knew I couldnt go to work or therapy.

  

  Business Response

  Date: 06/27/2023

  Gallagher Bassett acknowledges ********************** concerns and apologizes for any delays that have caused you any anxiety or hardship.  Once clarification regarding the recommended treatment plan was received from your physician, appropriate authorizations were extended and we will continue to timely authorize all necessary treatment as recommended by your authorized physician.  Gallagher Bassett has a network of available resources to assist you in the event your claim handler is out of the office or not available.  On June 27. 2023, Gallagher Bassett Branch Manager contacted you and discussed these matters, and we sincerely hope we have resolved all of your concerns.
  
  We thank you for reaching out. We value customer feedback and will utilize this to help us to improve our processes.   We wish you a speedy recovery. 

• Initial Complaint

  Date:06/26/2023

  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 was hit by a Penske truck on 2/15/23. As of 6/26 I still have yet to receive compensation for my vehicle, nor have I received compensation for the medical bills that weee accrued after the accident. This business has been non-communicative and has failed to treat me equitably in terms of making sure that my loss is recouped and/or substituted with an equal alternative service. Their adjusters never answer the phone and they fail to direct you to alternate supervisors even after giving what ends up being arbitrary waiting periods. The service is poor and ultimately fails to equip the claimant with the tools necessary to continue their quality of life.

  

  Business Response

  Date: 06/27/2023

  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 June 5, 2023 the adjuster received loss documentation and a rental was set up for *********************  On June 8,2023, ******************** was advised of the status on her vehicle and a release was emailed to ******************** along with power of attorney paperwork on June 14,2023. On June 27, 2023, Gallagher Bassetts adjuster contacted ******************** regarding the status of her injury claim. During the conversation, additional authorization was requested to obtain records needed.  Again, please accept our apologies, and thank you for bringing this matter to our attention.Should you have any further issues, please do not hesitate to contact your adjuster.

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20237309
  
  I am rejecting this response because: I did not receive any email correspondence from Gallagher Bassett with regard to release or power of attorney information. To date I still have not heard from my adjuster with regard to my vehicle damage settlement paperwork or other necessary documentation to complete that claim, even though it was discussed during the week of the 11th. To date I neither have settlement paperwork nor do I have the documents necessary to finalize the vehicle claims.  While I appreciate the personal injury claim finally making headway that took almost an entire month from first correspondence as well. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/29/2023

  Gallagher Bassett acknowledges Ms. ********* additional concerns.  In an effort to resolve this issue, Gallagher Bassetts Supervisor ************** reached out to ******************** on Wednesday, June 28, 2023 via phone, leaving a voicemail as well as followed up via email. On Thursday, June 29, 2023 ************** spoke to ******************** and resolved her claim, partial payment to be issued on Friday, June 30, 2023. Should you have any further issues, please do not hesitate to contact us.

  Customer Answer

  Date: 06/29/2023

   
  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,
  
  *************************