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:05/03/2023

  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 represent a company that has an open insurance claim with the referenced company. The incident occurred in December of 2022, and still has no resolution. My employee was rear ended in a company vehicle, and Gallagher Bassett has been handling the adjuster side of the claim. I am have minimal contact with the adjustor, *****************************, and her supervisor, ********************************* has also been little to no help. I have had multiple emails with them, left multiple voice mails with no response. The Body Shop, where the vehicle is currently sitting, has struggled to gain any information from the adjuster as well. This claim is going on five months, and what should be a pretty clear insurance claim, has sat stagnant with no resolution. I am simply at the point where I have to involve outside counsel because I fear there will be no decisions made. I am not seeking monetary compensation, only resolution in this claim. The claim # with them is: Claim 009732-008895-AD-01 Supervisor: ********************************* | Claims Supervisor |Gallagher Bassett ** License ******* Reporting Branch: ***** | Coaction Specialty Auto Mailing Address: PO Box **** *******, ** 52733-**** D: ************ | F: ************ Email: *************************** Adjuster: ***************************** ** License number: *******

  

  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. The estimate was submitted on  April 21, 2023 to an outside appraisal company for review. On April 25,2023, the appraiser provided their response on the vehicle. On Thursday, May 4,2023, Gallagher Bassett called **************** and left a voicemail, as well as followed up via email with a settlement offer. The claims and total loss process was explained, and we presently pend a response from **************** regarding our offer to resolve this matter. Again, please accept our apologies,and thank you for bringing this matter to our attention.  

• Initial Complaint

  Date:05/03/2023

  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 daughter was injured in auto accident I hired an attorney to represent her. The case was settled late March. No one returned calls for months. The settlement has to go through the courts for approval. After sending a message via the company portal. My attorney received an email stating whom ever was handling the case, has been out of office or is going to be out of the office for a while. So someone else would be assigned to case. It's the beginning of May still no response. This company does not handle claims with promptness. Nor do they return calls within a timely manner. No one should have to wait months for a returned call. It's very unprofessional how they operate. The businesses that have this company handling there claims should be held liable as well. ********** *********

  

  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.  Gallagher Bassett has reviewed this file with our staff and we are not aware of any direct inquiries on your part.  We have had several inquiries back-and-forth with your attorney which have all been handled in a timely manner.  Gallagher Bassett's Supervisor spoke with your attorney on May 9, 2023 who confirmed that he does represent you in this matter. Your attorney said that he was unaware of the BBB complaint but would reach out to you to discuss any issues or questions that you might have.  Again, thank you for bringing this matter to our attention.

• Initial Complaint

  Date:05/03/2023

  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 6/9/22, I was t-boned by a client represented by Gallagher Bassett, H L Transportation Services, LLC, driver *******************************. The day after the accident I called my insurance company and **************** insurance company to report the accident, from there I found out that the accident had not been reported. My insurance company initially handled it to ensure I was able to get a rental, had an adjuster sent out, and made sure the vehicle was towed to the body shop. Before I go on any further let me mention the vehicle was 4 months old and a 2022 ********** Outlander, with no mechanical or any other issues.It took over a month for Gallagher Bassett to even accept the claim, stating they were still investigating despite the driver, **************** admitting fault and being given a ticket. I didn't hear from this company until 7/21/22. By then I was already paying for a rental out of pocket because the rental coverage for my insurance company had been depleted. Each month up until November I would check in on this claim to access the progress by reaching out to *******************, the assigned resolution specialist. Her and I last spoke on 11/29 or 11/30 of 2022, verbally. In December, ************ had Enterprise call to say the vehicle had to be turned in my the end of January, even though the vehicle was fully repaired and the body shop awaiting parts. I tried calling ************ after speaking to Enterprise, she didn't answer which was typical because returning voicemail messages must be the norm for this company. The rental was extended and I heard from the autobody shop on February 3, stating my vehicle was almost ready but it kept throwing codes which had to be taken care of. However, Gallagher Bassett won't approve of the repairs for this to take place. On 5/1/23, after 2pm an email came from Ellyn A, no phone call, to return the rental 5/3/23, despite vehicle not being completely repaired. Then to be told they did me a favor since the vehicle could have been turned in 5/1/23.

  

  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. On May 3, 2023 a request was sent to the appraiser to review additional information provided by ********************** specific to the relatedness of sensor/camera damages. On May 4, 2023 the appraiser provided a supplemental estimate and agreed that the sensor/camera damages were causally related to this incident. Rental was set up to cover the final repair period and communication was sent to the ********************** as well as the body shop regarding the supplemental repairs and rental extension.  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:04/29/2023

  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.

  I submitted claim #******-042651-AD-01 in early April. On April 7, agent ************************* emailed that she had issued the payment for the repair of my car and would arrange for a rental from Enterprise. On April 16 I contacted her by email that the check had not yet arrived. Her email reply was that it would take **** business days to receive the check. On April 23 I informed her via email that the check still had not arrived. On April 25 I left a voicemail message that was not returned so I called the alternate contact, ********* ******. **************** investigated and said that Gallagher had sent the check to the wrong address. She stated that she had canceled the original check, corrected the address error, and would expedite the sending of a new check. On April 26 I received a call from ****************** at 5:30 AM (********** is NOT on EDT) informing me that she would send the new check via overnight mail and that I would receive it on April 27, the 28th at the latest. It is now April 29 and still no check. My car is ready. The repair shop deserves to be paid. I want my car back.

  

  Business Response

  Date: 05/01/2023

  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 apologizes for the amount of time it took to ensure payment to the appropriate address.  On May 1, 2023, we confirmed to ************ via telephone and email the check details and the tracking number for the check.  The check is estimated for delivery on May 1, 2023. Should you have any further questions or concerns, please do not hesitate to contact us.

• Initial Complaint

  Date:04/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Container Store referred me to Gallagher Bassett. I filed a claim for damaged garments due to a faulty product by TCS: the Elfa drawers installed in my closet, with mesh ridges that continued to snag and damage the garments stored in them. I attached a detailed document with photographs on March 19, 2023. I've emailed and called the representative (*******************************, aka ************************* based in ****************, **) no fewer than a dozen times (I've documented days/times), and received no response on the status of the claim. I submitted multiple escalations through the **************** ** office (314 area code) and was told by multiple reps that I'd hear back in X days or 1 hour, but I never heard back from any supervisor. Today, April 28, 2023 (5 weeks since I submitted the claim), the rep ***** emails me back to say that she's waiting for a "video of the incident" from The Container Store. I responded immediately, informing her that this claim has nothing to do with a "video" or "an incident" and that it's about multiple garments being damaged incurred due to the faulty Elfa drawers installed in my closet. I've been dealing with this issue since February. We're now going into May. It is entirely unreasonable that I have to call and email over a dozen times to get a single status update, and to receive an irrelevant response after five weeks. The claim should be addressed promptly.

  

  Business Response

  Date: 05/02/2023

  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 this file with our staff and have concluded that we could have done better in terms of being more responsive to ************************ inquiries.  This is not representative of our typical level of customer service and we apologize for the mistake.  On Monday, May 1, 2023, Gallagher Bassett's Supervisor reached out to you.  Please feel free to reach out should you need anything else. Again, please accept our apologies, and thank you for bringing this matter to our attention.

• Initial Complaint

  Date:04/19/2023

  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 in November of 2022 at ******** in *******, ******. I was told that Gallagher Bassett would be handling my claim. After no response from this firm, I reached out to them. A claim was initiated, and I told them my expectation is that my medical bills be reimbursed and for my insulation order to be refunded. The agent who was assigned my claim, *****************************, followed up with me several times and necessary documents were sent to her. However, after this I didn't hear from her. After repeated calls to Gallagher Bassett, I was told by a manager that my file had been reassigned to *********************. I have left multiple messages to ************** with no response whatsoever. Moreover, I was never told someone else was taking over my file. Every time I call to her or anyone else, I get voicemail and am not responded to. This is unacceptable. It is bad enough I had to walk out of this store with a *** knee and could have potentially been injured worse. But now we are coming up on five months since the incident and no resolution. I expect my medical bill of $225.00 to be paid immediately and for my insulation order of $880.00 to be refunded.

  

  Business Response

  Date: 04/20/2023

  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 ******************** file with our staff and have concluded that we could have handled our file better and been more responsive to your inquiries.  Gallagher Bassett's Supervisor reached out to **************** on Thursday, April 20, 2023, leaving a message for a call back to discuss your claim. This is not representative of our typical high level of customer service and apologize for the mistakes.  Again, our apologies, and thank you for bringing this matter to our attention.

  Customer Answer

  Date: 04/20/2023

   
  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:04/19/2023

  Type:Sales and Advertising 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 work for ******************, *********************************************************************. I am Employed as a Park Manager assigned to oversee Maintenance and Security. On February 7, 2023, I was injured during the course of my employment. I had to be transported to *********************** by Ambulance after a bad fall that injured my Left Knee. The ER Physician stated that I had sprained my Knee and suffered possible Knee ligament injury. I filed all the necessary paperwork in a timely fashion. National Liability and Fire is our insurance in which the claim was assigned to a third-party Adjuster being Gallagher Bassett Services. The ************* Representative handling my case is a *************************. ************. First **************** sent me a Pharmacy Card but no provider to write a prescription should one be needed. Then I received a Notice of Claim Acceptance but after several Emails and Voicemails still has refused to respond to my request for a Provider so that I can Receive needed medical treatment as my Knee periodically wants to collapse out from underneath me. ****** is a No-Fault State only requiring that I show the injury happened during the course of my Employment at which I provided proof of the same in the form of Video and pictured images. Orthopedic Doctors on the Workmans comp Providers list have all said that they cannot see me unless they receive a Referral from the third-party Adjuster. I need to see an Orthopedic Doctor.

  

  Business Response

  Date: 04/21/2023

  Gallagher Bassett would like to thank you for brining this matter to our attention. We view feedback as an opportunity for us to improve our overall service. We are sorry for the delay **************** experienced in having an appointment scheduled with an Orthopedic doctor.  We have been working over the last several days to get an appointment scheduled for you.  An appointment was scheduled on April 20, 2023 and you were notified of those details over the phone as well as via email.  Again, please accept our apologies, and thank you for bringing this matter to our attention.  We wish you a speedy and full recovery from your work related accident. 

  Customer Answer

  Date: 04/21/2023

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

• Initial Complaint

  Date:04/19/2023

  Type:Customer Service 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 01, 2023 I fell in the parking lot at ****** ************. I was very shaken up and I hurt my knees badly as I fell forward. After asking for management to help not only did they do nothing (like offering me a chair to sit down on and giving first aid to) I wasnt even worth them writing up an incident report. On April 03rd, after I saw my doctor (which was the soonest I could see her) I went back to that location and then they decided to make a report. Thats when I filled out the form for Gallagher and ****** and gave them a copy of a letter from my doctor requesting that I get physiotherapy. ***************************** is the person I was in contact with but quite frankly she is avoiding me. I keep getting told that theyre investigating the incident but all they need to see is the camera footage. The camera doesnt lie and I stated that I will be persistent in this matter. I have lost time off of work, being medicated for 15 days on an opioid which I had to take as I have a kidney disease and cant take anti inflammatories, I have pain and suffering as well as I need physiotherapy. If it helps the file number I have is 003632-675060-GB-01. Im tired of hurting and want to walk like a regular person again. Im only asking for $5,421.00 for my costs as well as pain and suffering and theres no need for them to avoid me. Personally I think they are hoping lll just go away. They are mistaken. I am fighting for whats right. They should have offered me a chair and first-aid. By avoiding me, she is complicit in the employees actions or should I say lack there of.

  

  Business Response

  Date: 04/20/2023

  Gallagher Bassett would like to thank you for brining this matter to our attention. We are in receipt of **************** filing. Gallagher Bassett is sympathetic to *************** and her familys experience. We completed key investigation items needed to make a liability determination.  We were able to speak with **************** on April 19, 2023 and she has agreed to a final settlement that is to her satisfaction. The claims handler explained the final release requirements and the timeline for the payment of the claim. **************** was satisfied with the outcome. Again,please accept our apologies, and thank you for bringing this matter to our attention.

  Customer Answer

  Date: 04/20/2023

   
  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:04/14/2023

  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 is the absolute worst! I fell and sustained an injury at a ************** October 2022. I was forwarded to this company shortly thereafter and have been ignored ever since. I provided all requested information and gave been leaving voice-mails for months. This company has ignored me to no end. An email response in February told me that my adjuster was changed. I have been calling and leaving voice and email messages for months. If you deal with this company, it's best to seek legal representation. Given the length of time and their out right failure to respond and provide resolution, it may be in my best interest to speak with an attorney. I have a log of the many unanswered voicemail and emails and its quite alarming. I have recently reached out to ************************ seeking resolution. The entire situation is horrible and has been painful on many levels.

  

  Business Response

  Date: 04/21/2023

  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 Thursday,April 20, 2023 Gallagher Bassetts Resolution Manager reached out to **************** via email introducing herself and asking for a return call in order to work towards a resolution as Ms. ******* voicemail box was full.  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 new Resolution Manager.

• Initial Complaint

  Date:04/11/2023

  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.

  *******************************; Which is a Senior Resolution Manager @ Gallagher Bassett Services ***** Purposely Discriminated and Maliciously Plotted To Sabotoge My WC-Claim!!, As He ILLEGALLY Obstracted-It on February 07, 2023....As well as Manipulated Several MPN Providers in each & every way and extent possible abusing and taking ADVANTAGE of the AUTHORiTY that his current Position @ GALLAGHER BASSETT SERVICES ***** Allows and Gives him....

  

  Business Response

  Date: 04/14/2023

  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, April 13, 2023 Gallagher Bassetts Assistant Branch Manager spoke with ****************** to discuss, provided options, as well as explained the claims process.  ****************** said he understood and thanked the Assistant Branch Manager for the clarification.  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.