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:05/25/2023

  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 rear ended by a Penske employee and Gallagher Bassett is the insurance carrier. I have been calling and emailing for almost 2 years now and nobody has responded to any of my calls and emails and my car is still damaged despite filing a claim and having a claim number. The original representative handling my claim is gone and I have called every listed number in an attempt to get a hold of someone else to resolve the issue.

  

  Business Response

  Date: 05/26/2023

  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.  Gallagher Bassett's Supervisor contacted ************** and apologized for the miscommunications.  Supervisor, ****************** provided ************** both the new Resolution Manager and Supervisor assigned to her claim and assured her that the Resolution Manager would reach out to her today to move her claim forward. ************** understood and was appreciative for the call. Supervisor ****************** also provided ************** with her direct contact information as well. Should you have any further issues, please do not hesitate to contact us.

• Initial Complaint

  Date:05/24/2023

  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.

  My name is *************************. I was in a car accident while working for ******************* on February 21st 2023. It has been over three months and I am still out of work, I have another procedure on my neck tomorrow and will still be out of work some time. It has been over three months and I have not received any payment, I am struggling majorly because of this. ******************* ****** is my case manager and she is impossible to get ahold of and just *********** not help me. I spoke to her supervisor as well and she told me to call her first thing today if ******* does not call me, she did not call me and her supervisors voicemail says shes out of the office. This has been an awful experience and I dont know what to do at this point.

  

  Business Response

  Date: 05/25/2023

  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.  We sincerely apologize for the customer service and responsiveness issues that you pointed out to ** ****************, and we do acknowledge and agree that your Gallagher Bassett adjuster did not respond to your inquiries in a timely fashion. On Wednesday, May 24, 2023, Gallagher Bassetts Branch Manager **************** spoke with **************** regarding the claim and discussed next steps. We truly value your feedback, and we have used this as a coaching and training opportunity to improve our overall service delivery. Should you have any further issues, please do not hesitate to contact us.

• Initial Complaint

  Date:05/16/2023

  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.

  On March 7th 2023 I filed an insurance claim through Zurich North America. Within a few days ****** informed me that they had subcontracted this claim to Gallagher Bassett, and they gave me the contact for ********************* who I should reach out to continue the claim process. I have been trying to make contact with ********************* for over two months now but she has purposefully avoided any attempt at contact, even when I've left multiple voicemails requesting a call back.Since my insurance claim is stuck in subcontractor purgatory with an adjustor who refuses to make any contact, I have no option but to try this channel for resolution

  

  Business Response

  Date: 05/22/2023

  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 Friday, May 19, 2023 Gallaghers Bassetts ************************* reached out to you via email confirming we are expediting your claim. 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 us.

• Initial Complaint

  Date:05/12/2023

  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.

  On April 3, my car was totaled by a **************** Garbage Truck after their employee jumped out of the vehicle and it uncontrollably rolled down a hill. ********************************************* was responsible for our insurance claim to cover the cost of our total loss of the vehicle and the rental while we awaited payment so we could purchase a new vehicle. Our assigned insurance agent was terrible with communication and failed to be responsive or fully answer my inquiries. We did not receive the claim payment until May 11, over a month after the claim was opened. They failed to communicate with me which delayed obtaining a rental car by 3 days. They communicated that they would provide compensation for those 3 days and cover the cost of the rental car. However, they only paid for up 13 days, failing to provide a rental car for the remaining 27 days we had not received the check. The agent also stated that they would provide reimbursement for the gas lost, as the gas tank was nearly full at the time of the accident. However, when we did finally receive the check, there is only an additional ~$30 added to the total loss valuation communicated to me. $30 would fail to cover the cost of a full gas tank and cover the compensation I was promised for the delay in receiving a rental car. They did not communicate or send the check in a timely manner.

  

  Business Response

  Date: 05/16/2023

  Gallagher Bassett is in receipt of Ms. ****** complaint.We conducted a review of the file, and contact was made on May 16, 2023 with **************.  In an effort to amicably resolve the claim, Gallagher Bassett extended an offer to ***************  We apologize for the initial delay in the claim handling and resolution of this claim and strive to provide better customer service. Please know that ******************************************* values the customer feedback you have provided and will utilize this information as an opportunity for ** to improve the handling of future claims. 

  Customer Answer

  Date: 05/16/2023

   
  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,
  
  Bernadica *****

• Initial Complaint

  Date:05/09/2023

  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.

  Regarding claim number 009483-001731-AD-01:GALLAGHER BASSETT is the insurance provider for ************* Trucking, one of whose drivers drove his big rig into my wife's car. GB's claims adjuster, *********************, refuses to answer her phone, return calls (respond to voice messages), or answer emails. Because of GB's initial refusal to answer the phone, we had to use our own insurance to get the car fixed. Our own insurance would only cover the car repairs, but we are out of pocket for our deductible and a full week of car rental costs so my wife could continue to commute back and forth to work. Is it even legal for an insurance entity in ******* to simply refuse to respond to an insurance claim? Is the trucking company allowed to plow into motorists without making them whole, by simply hiring Gallagher Bassett to run interference for them? With 11 pages of BBB complaints, why is Gallagher Bassett allowed to remain in business?

  

  Business Response

  Date: 05/11/2023

  Gallagher Bassett would like to thank you for bringing this matter to our attention.  As we understand, ******************** was able to speak with the handling adjuster on May 9, 2023 regarding his concerns of the delayed handling of this matter.  At this juncture, the handling adjuster will continue the investigative efforts to confirm liability by speaking with the driver of the insureds vehicle.  The handling adjuster is also working with Mr. ********* carrier USAA to secure confirmation of the claim,deductible amount and status of their subrogation claim.  Once liability has been concluded, we can continue to adjust the claim to final resolution. 
  
  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 ** to improve the handling of future claims.  

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 20036509
  
  I am rejecting this response because:  So far I have only received a phone call.  That is a far cry from receiving the payment due.  Also, there is no need to contact "their driver" to assess liability.  What he says means nothing because the police report clearly indicates he made an unsafe lane change and collided with our car.  Settle the claim properly,  then get back to me.  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/17/2023

  Gallagher Bassett has now completed the investigation into liability. We will issue a check directly to you for your rental expenses. To date, we have not received the subrogation package from your carrier USAA.  Once received and payment is issued to USAA, they will reimburse the deductible to you directly.
  
  Once again we would like to apologize for any inconveniences you may have experienced as a result of this claim. 

• Initial Complaint

  Date:05/08/2023

  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 involved in an accident in November of 2021, where Gallagher Bassett represents the party at fault, and here we are in May 2023, and I have yet to get resolution from them. They didn't acknowledge the accident at all until a few months ago. This sort of avoidance should be criminal. That they and the driver at fault can just get away from having to pay anything is frankly crazy since there were multiple cars involved and they were clearly found at fault by the police.

  

  Business Response

  Date: 05/10/2023

  Gallagher Bassett would like to thank you for bringing this matter to our attention.  We view feedback as an opportunity for ** to improve our overall service. Gallagher Bassett is the third party claims administrator of claims for ***************** Company. We have reviewed the file and determined that a subrogation demand was sent to Navi Truckings agent back in November of 2022 (1-year post accident).  The agent did not send the subrogation demand to Gallagher Bassett until February 27, 2023.  The file was set up on March 6,2023.  Our coverage analysis and investigation was completed by April 12,2023.  We have been working to get the subrogation demand reviewed and resolved. 
  
  On May 9, 2023, Gallagher Bassetts Resolution Associate called **************** and left him a voice mail message asking him to call her to discuss the claim and to verify his mailing address.  We also followed-up with an email.  Once the address is confirmed, we will send a check via UPS.  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 **.

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20033913
  
  I am rejecting this response because:
  

  Thank you. I reject the business' response. Here is the correspondence I sent that received no response to.

  
  

  
  

  Thank you,

  
  Devin

  
  

  

  Business Response

  Date: 06/14/2023

  Gallagher Bassett acknowledges ****************' additional concerns. In an effort to resolve this issue, Gallagher Bassett is overnighting an additional payment that was owed to ****************. Along with the payment, we will also provide a breakout of the amount paid.  Should you have any further issues, please do not hesitate to contact us.  Thank you.

• Initial Complaint

  Date:05/08/2023

  Type:Order 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.

  claim #******-001573-**-01, DOA 8/19/22 We represent a child who was hit by a motor vehicle insured by Gallagher Bassett. To date they have failed to pay any of his medical bills and the medical providers will no longer treat him without payment. I have attempted to reach the adjuster, supervisors and *********************** the manager by phone and email. After about 10 phones calls and numerous emails, I still have not received a response. I was told that the situation would be sent to "escalation" on 3 separate occasions and that someone would contact me within ********************************** and this has been going on for weeks. I would like to resolve this matter as soon as possible as ******* health is being jeopardized as a result of Gallagher Bassett's lack of professionalism and failure to meet their obligations.

  

  Business Response

  Date: 05/10/2023

  Gallagher Bassett appreciates you bringing this matter to our attention.  We have reviewed the claim file with our staff and have concluded that there was some delay in returning the phone calls of **************** of the ****** Law Firm.  The Assistant Branch Manager (***)has been in contact with **************** of the ****** Law Firm to confirm that Gallagher Bassett has the medical bills in question and that the claim will receive our prompt attention. The *** has reviewed the medical billing and issued payments for the unpaid invoices and the medical subrogation lien. The *** has contacted **************** to confirm that all bills have been processed.  Again, thank you for bringing this matter to our attention. Should you have any further issues, please do not hesitate to contact **.

  Customer Answer

  Date: 05/10/2023

   
  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:05/08/2023

  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 injured at work on March 29th of 2023. I was in contact with *************************** on April 17th. I have emailed her multiple times. I have called her multiple times, as well as her supervisor. I have not received a phone call or email since. I reached out through their website, and still no response. I have been out of work since the 30th of March. I have not been paid at all since then. I have gotten no workmans comp payment for being out of work. I have contacted the workmans comp division and they emailed this company on my behalf. But they never responded to them either. The workmans comp division also has had no update to my claim.

  

  Business Response

  Date: 05/09/2023

  Thank you for reaching out to us on this matter.  The assigned claims handler, ******************, has reached out to ************** on May 9, 2023 to discuss her workers compensation claim. ************** provided ****************** with additional information on her claim, and her work status.  During their conversation, ****************** provided an action plan on what she would do to address ************** questions and concerns,and it required her reaching out to the employer. ************** was in agreement with that action plan.   ****************** has been in communication with her employer to request additional information.  Once all information is secured, ****************** will reach out again to ************** with her findings and next steps in the claim process.  

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 20032923
  
  I am rejecting this response because:

  During the phone conversation, I was told that it was the provider that hasnt sent over any information. When I called my provider and they have been sending all my records to them after my appointments. Also she made it seem like I was doing something wrong and thats why my claim hasnt gone anywhere. I can only get better and make sure my doctors send my notes to the correct people. But its my fault when I sent you 4 emails with my work status and called multiple times and I never got a call back. I sent out a question on their website to try and get a response from someone, again nothing. I had to file this to even get a call to discuss what is going on, and then trying to blame me for it. I havent been paid in over a month, but its my fault. This is a very unprofessional company. 

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

  

  Business Response

  Date: 05/12/2023

  The Resolution Manager assigned to ************** file spoke with her via telephone on 05/11/2023.  Further discussion was had regarding the time she was out of work.  We had received the necessary documentation from the employer and the doctors office,that we could confirm to her that we had the information needed to issue payment on her lost wages.  Payment for the time she missed from work to date was issued on 05/11/2023.  At the end of the call, ************** claims handler asked if she had any additional questions, and she advised at that time she did not.  

  Customer Answer

  Date: 05/12/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/06/2023

  Type:Sales and Advertising 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 fell in ****** and then I get a phone call from ***************************** and she was humiliating to me she blamed for the fall and that I should walk looking down because the fall was my fault. And that the company can only ****** after I ask compensation for the days I Miss work and the ** I had done for my lower back she make me feel like I was asking for millions,***************************** humiliated me .and Derogatory

  

  Business Response

  Date: 05/09/2023

  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 May 9, 2023, Gallagher Bassetts ************** reached out via phone and email to ************** to discuss her claim. 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 **.

• Initial Complaint

  Date:05/03/2023

  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.

  I have a claim #******-000092-GB-01 with Gallagher Bassett from August 26, 2022 from a fall outside of ****** ******** due to an uneven payment. I received my Gallagher Bassett claim number and claims representative's name, ***********************, from ******** **** *** when it was determined that Gallagher Bassett, who insures the property at ****** location was responsible. I repeatedly tried to reach the representative. I finally was able to talk to her on 11/12/2022 and gave my statement. She informed me she would send me information regarding sending her EOB's and my bills relating to the accident. She also has footage from a camera outside the store. That is the last correspondence I had with ******. I have left messages for her and her assistant, sent emails to her and *********************, VP of claims. NO RESPONSE FROM ANYONE. I wrote a letter to ***********************, CEO but had the letter returned twice for Insufficient Address, Unable to Forward, which I found online.This was a straight forward claim. I was taken to the hospital by ambulance. I needed stitches on my face, CT scan, xrays, tetnus shot. My elbow was swollen as big as a baseball, I had lacerations, swelling and bruising. My glasses were scratched and I couldn't put any pressure on my left hand and wrist. From the other letters on BBB it appears that this is standard operating procedure for Gallagher Bassett. Just ignore the claimant and hopefully they will just give up and go away. Unethical and unexceptable.

  

  Business Response

  Date: 05/04/2023

  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. We have reviewed the claim file with our staff and have concluded that we fell short of providing Ms. *********** with excellent service.  This is not representative of our high level of customer service and apologize for the missteps.  Key pieces to the liability investigation were needed to make a liability determination.  An independent examiner was hired to obtain photos and measurements of the area in question.  We are now in position to discuss the settlement of this claim with **************************  We will be reaching out on Friday, May 5. 2023. Again,please accept our apologies, and thank you for bringing this matter to our attention.

  Customer Answer

  Date: 05/05/2023

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