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:03/17/2023

  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.

  On 03/01/23 I was rear-ended in a 3 car accident caused by a commercial vehicle insured by *************************. Policy # ISAH10691023. My claim adjuster with Progressive, ******************************* **************, filed a claim on my behalf with *** on the following morning. I was given the claim number *********. I was told that I should hear from them with 48 hours. It has now been over two weeks and I have yet to hear from them and I have not been able to get my car repaired. When I try to call ***, I am transferred to *************** (they seem to own Ace) that tells me they are aware of my claim but that they can't give me any information because my claim is being processed by a third-party called Gallagher ******* and that I should call them. When I call Gallagher *******, they say they have no record of my claim and that it must not have been sent to them. I have contacted ***** multiple times to let them know there is an issue with my claim and that it has not been sent to Gallagher correctly. Neither Chubb nor Gallagher is making any effort to get to the bottom of the issue or help me resolve the issue so that I can get my car repaired.

  

  Business Response

  Date: 01/25/2024

  The claim at issue in ************** complaint was reported to Gallagher ******* on 3/21/23. The BBB complaint was filed on 3/17/23. There was a delay in Gallagher ******* receiving the complaint which is required in order to open a claim and begin our investigation. Upon receipt of the claim on 3/21/23, the Resolution Manager assigned to the claim reached out the same day and provided ************ with a claim number and assigned an appraiser to inspect her damaged vehicle and write up a repair estimate. The claim was resolved with ************ for the cost of repairs to the vehicle on 3/29/23. Gallagher ******* always strives to be prompt when investigating claims. It appears in this situation that the matter was brought to conclusion quickly.

  Thank you,

  *******

  ******************************************| Executive Assistant to *******************;| Gallagher Bassett 

  *******************************************************************

• Initial Complaint

  Date:03/14/2023

  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.

  My son was injured from a ******** secret product. ************************* has been not answering and when she does its all the things Ive already done. Ive provided EVERYTHING!!!

  

  Business Response

  Date: 03/17/2023

  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 Wednesday, March 15, 2023 Gallagher Bassetts Branch Resolution Manager has communicated with **************, as well as our client. All parties are working to resolve the issue with **************. Should you have any further issues, please do not hesitate to contact us.

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 19596579
  
  I am rejecting this response because:Ive been working on this for awhile now. They are not helpful. Now my mortgage is severely late. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/23/2023

  Gallagher Bassett has been in communication with ************** in an effort to resolve this matter. The Resolution Manager has made an offer to ************** via e-mail on Thursday, March 23, 2023 with our client approval to resolve this matter. Should you have any further issues, please do not hesitate to contact us.

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19596579
  
  I am rejecting this response because: Im not closing this as I have provided ALL documentation and you still fail to handle the situation. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/14/2023

  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.

  I was supposed to be compensated for a claim and I was told my Check payment was mailed out and come to find out that wasnt the case and for some reason that had nothing to do with me the check is on hold. I have been constantly lied to and given misinformation constantly. I just want my settlement check mailed out and processed like I was told it was. **************** reps and adjusters are very rude and make you feel like you dont matter and your Situation isnt important

  

  Business Response

  Date: 03/15/2023

  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 Monday, March 6,2023 a settlement agreement was reached between **************** and Gallagher Bassett. Gallagher Bassett is the third party administrator for the organization where this claim occurred.  This organization  has a pre-funding process in place where they send Gallagher Bassett the funds to process the settlement.  The check is placed in a hold status until the funds are received.  Gallagher Bassett received the funds and issued payment on Tuesday, March 14, 2023, via check number 0186577360.  Please accept our apology for the delay and for not explaining the process clearly. Should you have any further issues,please do not hesitate to contact us.

• Initial Complaint

  Date:03/02/2023

  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 parked Jeep Grand Cherokee was struck by a Rentokil N.A. pest control vehicle insured by Gallagher-Basset on February 1st. In addition to body damage, the driver's side mirror is broken and is a continuing safety hazard and is in violation of state law. I was asked to submit a damage estimate with photos by Gallagher-Basset which I did on February 7th in regards to claim: 011428-082810-AD-01 in the amount of $3,384.10. The Gallagher-Basset adjuster has been unresponsive to emails.

  

  Business Response

  Date: 03/06/2023

  Gallagher Bassett would like to thank ************** for brining your concerns regarding the repairs to your vehicle to our attention.  We view feedback as an opportunity for us to improve our overall service, we value your concerns, and do apologize this process has not met your expectations.  It appears you initially advised ************** you were submitting damages for the driver side mirror.  The photos and estimate came in and were substantially more than the originally stated side mirror. Given the amount of damages presented, ************** will need to send an independent appraiser(IA) out to inspect the damages to the vehicle. The IA has been assigned as of Monday, March 6, 2023 and they will also reach out directly to you to set up a convenient day and time to inspect the vehicle.  Once the IA has completed the inspection, an estimate/photos will be provided to **************.  At that time, ************** will be back in touch to further discuss resolving your claim.  Should you have any further issues, please do not hesitate to contact us.

  Customer Answer

  Date: 03/06/2023

   
  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:02/25/2023

  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 sent in my mileage December 12th 2022 and a check was issued on February 6 2023 and I still haven't received my mileage check.

  

  Business Response

  Date: 03/03/2023

  Gallagher Bassett would like to thank ****************** for bringing this matter to our attention. We view feedback as an opportunity for us to improve our overall service. Gallagher Bassetts Supervisor spoke to ****************** on February 27, 2023 confirming a stop pay was issued on the check, and we reissued the payment via direct deposit.  Should you have any further issues, please do not hesitate to contact us.

• Initial Complaint

  Date:02/23/2023

  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.

  I was hit by a bus. They insure this bus company and it has been over two weeks without them even starting to correct the issue.

  

  Business Response

  Date: 02/28/2023

  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. Gallagher Bassett apologizes to ************** for the experience regarding the handling of your claim in reference to the accident on February 14, 2023.  Gallagher Bassett was able to verify the details of the accident on February 24, 2023 with our client.  We have arranged via Enterprise a rental vehicle and we are pending your vehicle to be moved to the preferred repair shop so the estimate can be completed to resolve your claim.  Again, please accept our apologies, and thank you for bringing this matter to our attention.

• Initial Complaint

  Date:02/21/2023

  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 am involved in a ********* comp claim (injury date December 13, 2022) and have not been able to get replies from Gallagher Bassett. I left voice mail messages:Dec 16, 2022 no reply from voicemail to case manager assistant. Dec 19, 2022 no reply from voicemail to case manager assistant. Dec 22, 2022 no reply from voicemail to case manager.Jan 4, 2023 no reply from voicemail to case manager.Jan 11, 2023- Finally received a return call from case manager., she said to email all my Dr notes and receipts (I emailed them Jan 18th once I received notes from my Dr). No confirmation email reply letting me know it was received.Feb 10, 2023 Email to case manager, asking if forms were received. No reply.Feb 15, 2023 called to switch resolution manager- left message for a new manager- No reply.Feb 17, 2023 called again, directed to another manager- Left message- No reply.

  

  Business Response

  Date: 02/24/2023

  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. Gallagher Bassett apologizes to **************** for failing to respond to her inquiries timely. A call was placed, and email sent to **************** on Friday, February 24,2023 by the ************** Representative to address Ms. ******* concerns. Again, please accept our apologies, and thank you for bringing this matter to our attention.

• Initial Complaint

  Date:02/18/2023

  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.

  Hi. I made a claim to waste management back in October about a truck that waste came out and broke my windshield. I have been trying to get any response since then. Waste management approved the claim and i have been waiting on insurance since then to pay for windshield. I had to file a complaint on the representative on Tuesday that i was not getting any response and this should be taken care of then very ironically i received a call from my representative that she denied the claim bc the truck was not on the highway at that day. I took the picture on the highway when i was driving and she is saying i am lieing. I feel this is now a discrimination case bc i had to complain and she didnt like it. This is wrong and this company has horrible employees who do not care about their job. She is constantly out of town and then claimed she was sick the day she called. Its very upsetting a company would turn this into a discrimination case bc i have to stand up for my family when this issue did occur and this one single woman gets to decide our claim when she didnt even do her Job

  

  Business Response

  Date: 02/23/2023

  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 has reviewed Ms. ******* file with our staff and have concluded that our finding of no liability based upon the information that we have to date is correct.  There is nothing to indicate that this decision was based on anything but an objective review of all the evidence.  Upon review, we see that our initial attempts to contact **************** were not timely.  This is not representative of our typical high level of customer service, and we apologize to ***************** On Tuesday, February 21, 2023, Gallagher Bassetts Supervisor reached out to **************** and left a message to discuss this.  Should you have any additional information which may affect our decision, please provide it to your assigned Supervisor. Again, our apologies, and thank you for bringing this matter to our attention.

• Initial Complaint

  Date:02/10/2023

  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 injured my lower back on 10/22/2022 (Saturday morning) at work. I unloaded 5 pallets of supplies by myself at the order of my shift supervisor. I notified my supervisor and went home for the day. I also texted the store manager and notified her. I was never contacted by my employer or a representative from ********************************************* until late Monday evening. I went to the ** to seek treatment Monday morning. I was taken off work and told to see my primary doctor. I have been off work since per Dr ******* All of which I did. I have been off work since October with severe back pain, leg pain, numbness, muscle twitches, headaches, incontinence, severe hip pain, and no sleep. My Dr has requested MRI, CT to find the source of this injury. They have all been denied. Even the Neurosurgeon requested an MRI on December 14, with no word from G&B. I cant get medical treatment, prescriptions, pay, or even a response. The prescription card they sent doesnt work and since I havent gotten paid I cant afford to buy the medication my ************* necessary. I have lost my vehicle, I will lose my rental at the end of this month, my credit cards are maxed. G&B has denied my pay and MRI saying I quit my job after I got hurt and my back pain is Degenerative Disc Disease. They will not return calls nor respond to emails. They will not even respond to my OIEC representative. They are the worst company to have as an adjuster for workers comp. I have lost everything with no hope of even finding out how badly my back has been damaged let alone getting it fixed.

  

  Business Response

  Date: 02/15/2023

  Gallagher Bassett apologizes to ****************** for failing to respond to her inquiries timely and prospectively all inquiries will be responded to within 24 hours.  Gallagher Bassetts adjuster has been in communication with claimant attorney on Tuesday, February 14, 2023 confirming a copy of the claim file has been sent for review and a reimbursement payment has been processed for the out of pocket medications paid for by the claimant. The lumbar MRI and a neuro evaluation have been approved. Should you have any further issues, please do not hesitate to have your legal representative contact us. 

• Initial Complaint

  Date:02/08/2023

  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.

  A delivery driver hit my car. I am trying to resolve this without getting lawyers involved. The claims rep called me was very rude and then hung up on me. This is not customer service.

  

  Business Response

  Date: 02/13/2023

  Gallagher Bassett would like to thank ************** for bringing this matter to our attention.  Gallagher Bassett views 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 handled our phone conversation with ************** better. This is not representative of Gallagher Bassetts typical high level of customer service and apologize for the mistake.  As you know, a Supervisor reached out to you on February 10, 2023 and has moved your claim forward.  Again,please accept our apologies, and thank you for bringing this matter to our attention.