Complaints

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

close

Find a Location

Gallagher has 326 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Gallagher

  2850 Golf Road Rolling Meadows, IL 60008-4050

  
• 

  Arthur J.Gallagher & Co.

  1685 Congress St Portland, ME 04102

  
• 

  Arthur J.Gallagher & Co.

  1 Turks Head Pl Providence, RI 02903

  
• 

  Arthur J.Gallagher & Co.

  140 Kennedy Dr South Burlington, VT 05403

  
• 

  Arthur J. Gallagher Risk Management Services, LLC

  100 Galen St Ste 101 Watertown, MA 02472

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:11/29/2022

  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 had a Workers Comp injury and this company was the providing agency. They never reached out to me and I had to make all the efforts to make contact with them. It took them 3 1/2 weeks to get my first payment to me, causing me to have to make arrangements on my car and house payments. They wouldn't answer or return my calls or emails, or my employers. But, they refused to pay me for the first day if work that I missed, 9/30/22, stating that they just didn't pay for the first missed day. The state law states that I am to be paid fir any days missed. That would include my first day missed. When I finally got to speak with someone, it was someone not assigned to my case. I am seeking resolve for this matter, and that this company be put on notice and warning for their unethical policies, and to offer a more acceptable standard of customer service!

  

  Business Response

  Date: 12/02/2022

  Gallagher Bassett sincerely apologize for the delay in communication and error in payment that occurred with Mr. ********* file.  It appears from researching his file, the notice to Gallagher Bassett in regards to his employers inability to accommodate his restrictions was reported late to the team in charge of issuing those benefits.  The assigned claims ******* was able to make contact with ******************** on 12/01/22 to discuss his concerns and address his questions.  We hope this has resolved the issues that arose.

  Customer Answer

  Date: 12/04/2022

   
  Complaint: 18479648
  
  I am rejecting this response because: My employer notified them as soon as I turned in my paperwork. They just never contacted me until I finally called a supervisor 3 1/2 weeks later. Just like during the whole process, they aren't taking accountability for their shortfalls. They have since contacted me with a resolve and were considerably nicer and more professional. But my employer got the necessary items in in a very timely manner. But as with me, Gallagher-Basset refused to communicate properly with them!. But this is resolved now. Thank you for your assistance in this matter!
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/08/2022

  We thank you sincerely for bringing these issues to our attention and we assure you that we have taken steps to properly address this with the involved staff, so that these same issues are not repeated in the future.  We apologize again for our shortfalls in the handling of your claim.

  Customer Answer

  Date: 12/08/2022

   
  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:11/28/2022

  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.

  I was injured on 7-18-2019 when I tripped at a job from unsafe equipment. I been dealing with Gallagher and Bassett and I must say they are the worst company ever and they should not still be in business. They play with people lives and give you the run around. I settled with them on October 21st 2022 as of today I still have yet to receive my settlement check. I became homeless dealing with them. Lost my wife and daughter due to the fact I couldn't provided. I hate this company but God don't like ugly.

  

  Business Response

  Date: 11/30/2022

  Gallagher Bassett has been handling Mr. ******* file since it was reported to the company on 07/19/2019.  During the life of Mr. ******* claim with Gallagher Bassett he has been represented by attorneys and so all communication has been through his attorneys offices and the attorney that Gallagher Bassett has hired to represent his employer.  The Branch Manager contacted Mr. ******* attorney on 11/29/2022 to advise them of Mr. ******* contact with Gallagher Bassett through the BBB.   In Mr. ******* jurisdiction, payment is due within 60 days of the settlement of his file, and the case was settled on 10/21/2022. An amended petition was filed on 11/22/2022 that had a material impact on Mr. ******* settlement.  Mr. ******* counsel had already spoken with him on multiple occasions to advise him of timelines and the status of his file prior to **************** filing this complaint. 
  
  Based on conversations with both attorneys involved, the settlement is set to be issued prior to the deadline of 12/20/2022. 

• Initial Complaint

  Date:11/23/2022

  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 09/06/2022 I was injured at work. I was able to get the company to agree to let me see a doctor. On 9/12/2022 I saw a doctor approved by the company. The doctor took me off work. I was referred to neurologists I saw the neurologist on 11/16/2022. The neurologist said I need surgery on both hands. I have done everything required of me by law filing a workers compensation claim. It has been 10 weeks since my work related injury and Gallagher bassett has not issued no workmanship compensation payments. They just ignore me

  

  Business Response

  Date: 11/30/2022

  Gallagher Bassett is in receipt of ************** workers compensation claim.  ************ is represented by counsel and has filed in front of the ******** *********************. Gallagher Bassett is represented by an attorney that is representing ************** employer.  Any decision on benefits or compensation will be addressed through the ******** ********************* through the already initiated litigation process.  

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18456019
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/01/2022

  Gallagher Bassett is in receipt of ************** workers compensation claim.  ************ is represented by counsel and has filed in front of the ******** *********************. Gallagher Bassett is represented by an attorney that is representing ************** employer.  Any decision on benefits or compensation will be addressed through the ******** ********************* through the already initiated litigation process.  

  Customer Answer

  Date: 12/03/2022

   
  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:11/23/2022

  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.

  I have numerous times tried to get a processor on the phone and no one will call back, I have not received a reimbursement check since 08/30/2022, and they only have 45 days to process them. They customer service reps have hung up on me and were extremely rude. I need my money back from services that they are supposed to pay for and I can't even get someone on the phone. I need to be reimbursed and I need someone to call me back about other appointments that have not been reimbursed and no one will call me back. I have sent in emails to their contact us email and nothing.

  

  Business Response

  Date: 12/04/2022

  Gallagher Bassett has reviewed ************************ complaint.   Our file indicates that ********************* has had multiple conversations with his claims handler on the phone.  The most recent conversation occurred on 12/01/2022 where the question on his mileage was addressed.  There are two aspect to his mileage request.  The first is that ********************** submitted mileage for virtual and telemed visits.  Those appointments are not subject to be reimbursed.  The other aspect of his mileage request involve treatment that does not appear to be related to his workers compensation claim. That provider has not billed Gallagher Bassett and has not submitted medical records to indicate that it is work related in nature.  A HIPPA was requested from ********************** on 12/01/2022 so that the records can be requested to determine if they are related to his claim.  Once those have been received a determination can be made whether those are eligible for reimbursement. 
  
  Gallagher Bassett encourages ********************** to continue to reach out to his claims handler directly with any questions on his file.  If a call is not returned, he can also reach out to her supervisor as an alternative.

  Customer Answer

  Date: 12/05/2022

   
  Complaint: 18447906
  
  I am rejecting this response because:
  I had been getting paid for money out of my pocket. Since I started seeing the doctor and for the medication out of my pocket as well. I also been getting my refund for the money I spend to fax in paperwork to you. 
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 12/09/2022

  Gallagher Bassett has reviewed ************************ rejection complaint. The reimbursements ********************** received for out of pocket expenses are associated for the treatment and medications related to your on the job injury. The mileage reimbursements ********************** received were also to attend doctors appointments related to your occupational injury, mileage expense is non- reimbursable for telemed appointments which do not require you to attend the appointment onsite.Out of pocket expenses are reimbursable if they are associated for the treatment and rehabilitation of your occupational injury. In the event *********************** has outstanding out of pocket expenses that meet the reimbursement criteria please contact the adjuster to discuss to determine if the expense is reimbursable. 

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18447906
  
  I am rejecting this response because:
  I have been paid to drive to my pain ******* medication, seeing a physic ******* *** in paperwork. Now it has been a stop on my case. My shoulder is not any better. I still don't have a range of motion like I should. The answers that are being given are different from what my case worker is telling me. 
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 12/30/2022

  Gallagher Bassett has confirmed all out of pocket expenses incurred for medical treatment and rehabilitation of ************************ occupational injury are eligible for reimbursement to include mileage expense with the exception in the event the doctors appointment is a telemed appointment mileage expense will not be reimbursed.  In the event ********************** is treated for a medical condition that is not related to his occupational injury all out of pocket expenses incurred will not be eligible for reimbursement. If ********************** is unclear and requires additional clarification regarding his medical treatment expenses and his statutory rights  it is recommended that he contact the adjuster for additional details.

• Initial Complaint

  Date:11/23/2022

  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 injured at work on 10/28/2022 and I havent spoken a word to my agent from Gallagher Bassett. Was supposed to hear from them 24 hours after the incident and its about to be a month. Everytime I call supposedly *************************** is never available and then they tell me to give it 24 hours and nobody ever calls me back. *** tried calling them multiple times and get the same result. She even emailed me and when I emailed back I got nothing.

  

  Business Response

  Date: 11/29/2022

  Gallagher Bassett apologizes that ****************** had not received voice to voice communication at the time of the complaint.  A review of ****************** files shows that his claim was originally reported with an incorrect phone number.   Once Gallagher Bassett received the correct phone number, we did attempt to reach ****************** multiple times between 11/04/2022 and 11/28/2022, when we were finally able to make voice to voice contact.  Our records indicate ****************** did attempt to return the calls that were made.  E-mail was used to also attempt to make contact until we could speak with *******************   We do note that ****************** spoke with his resolution manager on 11/28/22 and all questions were answered at that time.  We hope this has resolved the issue.
  

• Initial Complaint

  Date:11/21/2022

  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.

  On 10/01/2022 I was sitting in my car in front of my parents' apartment waiting for my dad. Driver in a large van from Midwest Medical Transport hit my car in the back. They're insured by Gallagher Bassett Services, Inc. I received a letter from Gallagher Bassett Services, *** with Claim's Number - #******-027074-AD-01, Claims Representative - *************************** and his phone number - **************. I'm unable to contact anybody to get my car fixed and get this matter resolved. It's been close to two months, but they didn't even do anything about the estimate. Please help me resolve the issue and get my car fixed ASAP.

  

  Business Response

  Date: 11/22/2022

  Gallagher Bassett has assigned IG (appraisal company) to conduct an inspection of Ms. ********** vehicle. IG has followed up with ********************* via calls and text on 4 occasions to schedule an appointment.Gallagher Bassett requested that IG escalate the inspection and appraisal so we may resolve this matter immediately.  Gallagher Bassett apologize for any delays and would ask that ********************** reply to the appraiser so that her vehicle may be inspected.  Should she have any questions, Resolution Manager *************************** is available to assist.  He has followed up with ********************* via e-mail on 11/22/22 outlining the process and appraiser information.

  Customer Answer

  Date: 11/28/2022

   
  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:11/18/2022

  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 a Labor and Delivery Travel RN that suffered a spinal injury requiring a cervical disc replacement on the job. Originally *** handled my workmans compensation; however, on September 23, 2022 I received an advanced lump sump to cover biweekly payments until November 3, 2022, with no explaination. When I emailed my Senior Resolution Mangager on September 28, 2022, of the confusion of advanced payment, she emailed next day. I was surprised to learn that *** was merging with Gallagher Bassett but that I had nothing to worry about because the bi-weekly benefits would immediately resume. Today marks 15 days, with no payment, updates, email replies, or call backs. This includes from my senior resolution manager, ***********************, her supervisor ***************************** and the corporation "contact us." I called the call center *************) yesterday, and spoke with a ******* who informed me that she has been receiving extreme high volumes of complaints of people not getting paid. I am being ignored because everyone I have reached out to is not answering their calls and emails. One week from Thanksgiving and a month from the holidays. I depend on this money to survive and pay my mortgage. Meanwhile, as they are comfortably paid, they have not paid me and apparently others with no explainations. This company had over a month to merge with paid employess to complete that task, however nothing is being done. Literally. I depend on my biweekly payment to survive. My mortgage is due on December 1, 2022. I don't know who else to call or complain to. I have tried to look up extra phone numbers including the **** ************************** and Chairman ******************* with no success. The last email I received from *********************** (11/7/22), she wrote the company was working on scheduling payments back on biweekly status. Another main concern, I have is the protection this company has and the boldness of dismissing people's lives. Copies of email attached. Claim # ******-016140-WC-01

  

  Business Response

  Date: 11/22/2022

  Gallagher Bassett apologizes for the delays ************** has experienced. A call was placed to ************** on 11/18/2022 and again on 11/21/2022 where a message was left on her voicemail with our apologies and confirmation of benefits issued, including next scheduled check date. Gallagher Bassett also confirmed the details to ************** via email. 

• Initial Complaint

  Date:10/31/2022

  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 car was totaled by ********** auto parts on July 19th 2022. The driver was cited by the police and admitted fault. Gallagher Bassett is handling the claim and still has not resolved as of Oct 31st 2022. ***************************** was handling and said it was being processed but no response has been received. Claim number 002432-037589-AD-01

  

  Business Response

  Date: 11/01/2022

  Dear ******************,firstly thank you for bringing to our attention your concerns regarding your claim.  We do see recent communication which should have been responded to more quickly.  We apologize for the mistake.  This is not representative of our typical level of service and view this feedback as an opportunity for us to improve.
  
  Supervisor ********************* left you a message to address the specifics of both your Property Damage and Bodily Injury claims and status of same.  Please reach out to *** so he may review these items with you.  He can be reached at ************ or **************************. 

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18338922
  
  I appreciate the follow up and response.  I am awaiting the finalized settlement from Gallagher before closing this thread. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 11/08/2022

  Gallagher Bassett would like to thank you for your response.  Gallagher Bassett has sent the release for the settlement reached on 11/3/22 with ******************. Once the release is returned, we will issue payment immediately. We apologize for any inconvenience, but would like to get this claim resolved as soon as possible.

  Customer Answer

  Date: 11/09/2022

  Today I was informed by the subrogation manager at ******************* that Gallagher Bassett continues to not respond to the subrogation request -- as of 11/9/2022 they have not received a response.  Gallagher Bassett will not agree to reimburse this amount in my settlement. Before I can sign the proposed settlement without the deductible, I need to be assured this will be handled and reimbursed to the full amount in subrogation. Travelers has informed me that the negligent and at-fault party (********* Autoparts) only holds the state minimum insurance.  Gallagher Bassett has not shared this information with me to-date.  I am not able to settle until the deductible reimbursement amount is negotiated appropriately.  I have contacted ********************* at Gallagher today to request a response.

• Initial Complaint

  Date:10/31/2022

  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.

  Gallagher Bassett is the workers compensation ins company thats been handling my claims since the ****s .Injury was 3/28/**** claim #************wco1, court statement of award 6/8/1998 no expiration date.Every month receive my medication, always one that seems to have to get authorization each time....but always gets approved by terms set by judge in statement of award, 6/8/1998.. Then oct 10 ****************************************** my script to the pharmacy as always and. With out Any information or contacting, no notification Gallagher bassett is refusing to approve my medication? Have contacted them repeatedly threw out the month of Oct 2022 to resolve or find out a explanation to why this is happening, No one is returning any of my calls nor the pharmacys.. and have called main # worked with customer service people allowed their requests of waiting 48 hrs, then 24 hrs, then some exhalation team?No still no one is providing any information why they refuse to honor the claim or provide ANY INFORMATION to the reason why? Always complyed with everything thats been required of me and been polite when contacting.Now October 2022 is done with script thrown out by pharmacy, and have received NO MONTHLY MEDICATION. How can this insurance com just take it upon itself to deny medication thats always been approved without any notification,by letter,phone call,email anything? All I get calling *************************** the assigned adjustor is a answering machine ***** times with no return calls and main # customer service is excuses and run around and can not even get in contact with a supervisor Another month without my medication am worried will cause me to wind up in the hospital...

  

  Business Response

  Date: 11/04/2022

  Gallagher Bassett has spoken with and resolved the outstanding issue with ****************. Gallagher Bassett received no requests for medication in the month of October. The new resolution manager has spoken with **************** and advised him of the process. The resolution manager has also spoken with the provider and the pharmacy, and advised on authorization process and *** Guidelines for approvals with medication. The issue is now resolved, and **************** knows all parties information and the appropriate escalation process.

• Initial Complaint

  Date:10/31/2022

  Type:Delivery 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.

  After 4 Adjusters and several denials, I finally settled with this company. It has been 1 1/2 years trying to resolve this. As of today, I was told I would receive the agreed upon settlement two months ago. It has never showed up and they keep making excuses.I would just like the money that was agreed to.

  

  Business Response

  Date: 11/03/2022

  Gallagher Bassett is in receipt of Ms. ***** communication to the BBB. We apologize for any unintended delays in the funding of the settlement from our client, and the delay this caused with receipt of the check. After settlement negotiations transpired during the month of August 2022, a settlement was finalized on September 14, 2022. We do acknowledge the funding process from our client took longer than anticipated,however, funds were secured October 20, 2022 and the check was sent out. Our understanding is that ************ did receive the check as of November 1, 2022. We are happy to hear that it has been received. Please accept our apologies for any difficulties ************ has had in this process.