Complaints

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

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• 

  Gallagher

  2850 Golf Road Rolling Meadows, IL 60008-4050

  
• 

  Arthur J. Gallagher Risk Management Services, LLC

  233 W Central St Natick, MA 01760

• 

  Arthur J.Gallagher & Co.

  470 Atlantic Ave Boston, MA 02210

  
• 

  Arthur J.Gallagher & Co.

  59 Main St Fairhaven, MA 02719

  
• 

  Arthur J.Gallagher & Co.

  300 Centerville Rd Warwick, RI 02886

  

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:10/28/2022

  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.

  On 9/13/2022 a tractor trailer drove into my yard destroying parts of my driveway. He thought it was a road. The company he works for *****************(also known as ****** ) wanted to settle without insurance companies involved. Once they found out the price they opted to enlist their insurance company. The adjuster *********************** has been extremely unresponsive. It has been over 6 weeks and we are still waiting. We have provided 3 estimates and had an adjuster at our home. It has been over 3 weeks since the reported quoted and adjuster we at our home. Still nothing. We just want our money to repair our driveway.

  

  Business Response

  Date: 11/03/2022

  Gallagher Bassett acknowledges that they have received Ms. ******* claim, however, we did not receive it until 10/06/2022, which was three weeks after the incident occurred.  At that time, and independent appraiser was assigned to assess the damage.  ************** was made aware of the independent appraiser being assigned.  The appraisal was received last week for review.  Contact was made with **************** on 10/31/2022 to arrange for settlement of file.  An agreement was reached on that date, and a check was issued on 10/31/2022. 

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18329145
  
  I am rejecting this response because: They have mailed the check to the wrong address and will not release where they sent it. We still have not received the check or a call to resolve the error.  We have called twice to no avail.  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/09/2022

  Gallagher Bassett acknowledges that the check was sent to the incorrect address. Gallagher Bassett Supervisor made contact with **************** on 11/8/2022 to arrange for a stop payment on the check and will issue a field pay today, 11/9/22 to Ms.******* home address which has been verified. Gallagher Bassett will follow up with **************** to ensure this matter is resolved. Please accept our apologies.

• Initial Complaint

  Date:10/26/2022

  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.

  Hello there, my name is ********************************. On 09/09/2020 I visited a ****** with my spouse at **********************************************************************. We purchased many varieties of products , including meat products. On 09/13/2022 My wife ****************************************** was cooking food, that we consumed Lamb Leg which 3 of them turned out to be RANCID. I immediately ran to ****** at ************************************************************ and I gave it back and got my refund. My wife and I started having abdominal pain. My wife on 09/14/2022 went to the ********************* I started having diarrhea. My wife is pregnant. I immediately contacted ****** and filed a complaint. Next Day, (who handles claims ) contacted me, ***********************, Resolution Manager | Gallagher Bassett Services, Inc. He offered me to pay medical expenses. I sent him Personnel ************* Letter with $41,152 , and he refused to pay, also he refused to share a incident file with me.

  

  Business Response

  Date: 11/03/2022

  Gallagher Bassett is in receipt of ********************** filing.  Gallagher Bassett is sympathetic to ************************* and his familys experience,  however, based on our investigation of the claim, we respectfully maintain our position that our client was not responsible for the alleged injuries presented.  In regards to ********************** request for our claim file, due to the privileged nature of the work product, it is not something that can be provided.  The assigned claims ******* is continuing to investigate the matter and having further conversations with our client.  The claims handling office will reach out to ********************* once those additional communications take place to formally respond to the attached demand. 

• Initial Complaint

  Date:10/24/2022

  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 paid my 3 months 'premium on September 20th. However, a month has passed and I have not received any insurance contract, no insurance card, and no one has informed me of my insurance status. I could never get through to the company. No one ever answered or called back. It's like a fraud company. In the month that I have been paying, I have not received any health care. A refund is required. If this cannot be resolved, or if no one has contacted me, I will directly file a complaint with ***************** *****************

• Initial Complaint

  Date:10/20/2022

  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.

  On 6/23/22 a truck driver from ***************************** veered off the highway and collided with our business sign and the electric pole to our business. The police report firmly states it was the driver's fault. The driver listed a false insurance policy on the police report so I contacted *****************************, who the driver drove for. ******* then advised me to file a claim with Gallagher, as the insured. It is now October of 2022 and the adjuster will not return calls and her emails are few and far between saying she is "working on verifying coverages." The last response was back on August 23, 2022, in which it is always the same exact response - basically nothing. We were forced to spend over three thousand dollars OF OUR OWN MONEY to get electricity back to our business. We still have no sign and the sign that was destroyed is laid out in our parking lot -- we have to hire and pay thousands to have it removed and a replacement. The driver of the truck refuses to speak with us and ***************************** will not return any of our calls. I am not even sure there IS any insurance coverage from the driver, but this has gone on over 90 days and we have been out thousands for our family owned business. Totally unacceptable. Claim #******-001200-AD-01.

  

  Business Response

  Date: 10/26/2022

  Gallagher Bassett apologizes to ****************** on her frustration with his process.  The Branch Manager spoke with ****************** on 10/24/2022 to discuss her concerns with the claim.  She was advised that the delay in the claim was due to Gallagher Bassetts inability to confirm coverage as the insured and the loss vehicle operator were being non-cooperative and not responding to our attempts to investigate the matter.  ****************** was advised that due to that lack of cooperation, aggressive attempt to gain the insured and loss vehicle operators cooperation were now being employed.  However, if the insured and loss vehicle operator continued to be non-cooperative, there would be a strong possibility coverage would be disclaimed due to non-cooperation with our investigation of the claim.
  
  ****************** was very understanding and appreciated the update. The Branch Manager explained to her that Gallagher Bassett sends out a non-cooperation letter to the insured and would need to wait 10 days for a response before we could make our final coverage determination. He committed to following up with her to keep her informed. She understood and indicated that should could not reach our insured either. 

• Initial Complaint

  Date:10/12/2022

  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 vehicle was damaged by CRM cement truck 7/2021 but it had been so long since estimates were done that I had to get new ones on 5/2022, I faxed the new estimates as requested by ******************* at ******** Bassett, he left a message stating he had received them and the company wanted to settle but I have never received a check, when you call all you get is voice mail

  

  Business Response

  Date: 10/18/2022

  Dear ********************,
  
  Thank you for your inquiry.  Based upon the preliminary investigation with our insured they indicated their truck was empty and they were not aware of this incident occurring.  We have asked our insured for additional information and we are continuing with the investigation.  Our Team will follow up with you once our investigation is concluded with a final determination.  We appreciate your patience while the investigation is completed.

• Initial Complaint

  Date:10/11/2022

  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.

  On 8:20am, Monday, 10/3/2022. I had a car accident on the 400, Georgia. A driver covered by Gallagher **************** crashed into my car. My head was bumped by the seat. The driver is at fault. Police issued a citation to him. I filed claim in the afternoon around 4pm. I got claim number and adjuster **************'s number on Wednesday. I tried to call her multiple times and all went to voice mail. I called her again Thursday and Friday. Only until 12:30PM Friday, she finally called me back and asked me for my email and said she will email me information so that I can send the car repair estimate. I tried my best to find a car repair do business with Gallagher Basset and went in to get a cost estimate Monday morning. By then I still haven't heard back from Atseda regarding where to send the cost estimate and where to get rental car. By then, my damaged car has gotten worse condition to drive, after 1 week from the accident. There was only one time she reached out to me. I called her supervisor and insurance agent to hep. Her supervisor ***************************** never called me back. This business has such a lengthy process to get my car fixed. I had to drive a damaged car to work, risking my safety on the road, losing my belongs as the tailgate is broken and can't be closed. This is no acceptable. They need to fix my car.

  

  Business Response

  Date: 10/14/2022

  Dear ******************, Gallagher Bassett has reviewed your claim and our Resolution Manager assigned **************** to obtain an agreed upon repair figure with the shop of your choice.  It is our understanding your preferred shop has a long wait to complete the repairs.  Our Resolution Manager has asked **************** to reach out to you and provide additional repair facility options where you may take your vehicle.  A rental has been set up for you while your vehicle is being repaired.
  
  Should you need anything further or have any questions,please dont hesitate to contact us.  We apologize for any frustration you have dealt with through this process.

  Customer Answer

  Date: 10/14/2022

  Complaint: 18196039
  
  I am rejecting this response because: no innovation group has ever reached out to me ever regarding where to take my car, what the approved amount to repair. I asked / emailed and called adjuster for information, no response. She is very misleading. No instruction. No returning phone calls.

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

  

  Business Response

  Date: 10/21/2022

  Dear ******************,
  
  It is our understanding that **************** has attempted to reach you by phone, text and e-mail in order to assist you with finding a repair facility. Gallagher Bassett Supervisor *********************** has left you messages in order to provide additional assistance with the process. Please contact ****************** at ************ and he will work to ensure this matter is resolved to your satisfaction.  

• Initial Complaint

  Date:10/07/2022

  Type:Billing 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.

  had a workman&#**;s comp claim on 6/8/22. The business said they would work with me and at the last minute said they said theywould not . The business denied my injury claim. to continue treatment. I had been seeing a doctor who had referred me to an orthopedist. But Gallagher H33**31363036383435H refused the referral and would not pay for it. I am off work still with no income and i need them to review this case and reopen it so that i may see a specialist for my injuries

  

  Business Response

  Date: 10/13/2022

  Gallagher Bassett received ****************** claim in June, 2022.  Treatment was initially provided.  However, as treatment progressed, the file was moved to an indemnity resolution manager in September 2022 for additional investigation.  During the course of that investigation it was determined that this claim was not compensable.  On October 4, 2022, the claims handler called ****************** to advise her of our findings and determination.  ****************** did not want to hear the explanation as to the reason for our decision, so we advised a denial letter would be sent. Gallagher Bassett provided ****************** with the contact information for the **************** of Workers Compensation at her request so that she could discuss her options and next steps.
  

  Customer Answer

  Date: 10/17/2022

   
  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:10/07/2022

  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.

  9/1/22 my legally parked car hit by garbage truck; they file police report- wrong ins. ** on report I cannot get anyone at garbage truck ** to talk to me; no one from ins. calling; I track down **rrect ins. ** & leave a message; no response. I call multiple times, send an *********** tells me if I don't like how they handle things to file with my own **. I ask for her supervisor- who is also rude & tells me the same. I am threatened with storage fees for car because I responsibly had it moved from side of road to place for repair. I keep calling/emailing for updates; told I am not going to be given a daily update- I said I never asked for one, just any update. I am accused of never giving permission for the car to be moved to a salvage lot- no one asked me- or told me my car is totaled- I am again threatened with storage fees. I am told the car has to be moved to be evaluated (even though found out car was supposedly already eval- but they had no keys?? )and therefore just **mpleted the report without seeing in my car. Gave a "1" for **ndition of car and fabricated a mileage on car...****** more than actual mileage. I am given a settlement based on wrong #'s-told no negotiating & take it or leave it & file with my own **, again. I came back to them and they reluctantly **rrected my mileage... but they refuse to update the 1 **mp listed which is for TWICE as many miles as my car but oddly shows a higher value than cars with ****** less miles than my car??? I have been treated horribly. Even after telling them my Dad is dying & I was in the middle of a move to be close to ******** 19 yr. *** daughter having no car for over a *********** is 2.5 hrs. away at **llege. The report was wrong, was lied to, & they are not acting in a manner I am accustomed to- what is happening in our world? IF lies, deceit and no more human empathy in the world, we are all in trouble. My frustration tolerance is high- but i have had enough! claim # ******-031853-AD-01

  

  Business Response

  Date: 10/14/2022

  Gallagher Bassett apologizes for any inconvenience ************** incurred with respect to GBs handling of the claim. 

  Gallagher Bassett was not provided with the ************** contact information until a week after the accident occurred.  There was a delay in getting an appraiser assigned as the location of the vehicle was not known.  As is normal with any undriveable vehicle, the Resolution Manager sent a Rental Storage letter, which advises the claimant that they are responsible for mitigating their damages. 

  Once the vehicle was located, a licensed appraiser was sent out to inspect it.  The appraiser did not have keys when the initial inspection was done so he based the value on average mileage for the vehicle of that age.  Once he had access to the vehicle to view the actual mileage,he updated his appraisal.  The appraiser deemed the vehicle a total loss and the Resolution Manager arranged for it to be moved to a salvage yard.

  The Resolution Manager reimbursed the claimant for her out of pocket rental costs and a payment for the *** of the vehicle has been made to ***************  ************** has provided Gallagher Bassett with the executed Property Damage Release.  An e-mail was sent on 10/14/2022 advising that once the title has been received, the settlement check can be sent to the address provided. 

• Initial Complaint

  Date:10/04/2022

  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.

  On July 28th, I visited a Menards store to pick up an online order. The pickup involves going to the back of the store, scanning in to get through a gate, then picking up the item and rescanning at the gate on the way out. On the way out, a person will check your vehicle to make sure you've picked up the correct product from the order. While I was at the gate checking out with my order, a young menards employee opened the tailgate of my truck to make sure that I had the router table I had ordered. When he came back up to my window, he said that I was "good to go" and opened the gate. Less than a mile down the road, I was suddenly stopped by folks in traffic. Turns out the young man at menards failed to close my tailgate, and a personal grill that I had in the back of my truck (from camping) had fallen out, nearly causing a crash (luckily it didn't.) The grill however, did not make it and was severly damaged. I reached out to ******** to file a complaint/get a refund for the grill and was forwarded to their insurance company, Gallagher Bassett. This is where the real problem starts: I filed the claim back on 7/28. I was unable to reach a representative to open my claim until 8/22 (nearly a month later) despite numerous calls and emails. The email that I finally received stated that I need to enclose details, pictures, etc. I provided all of the requested information on 8/24. It has now been 6 weeks and I have not received any communication. Despite calling all the phone numbers I was given and emailing both the insurance rep, and her boss, I've reached nobody (it always goes to voicemail.) All I want is to be refunded for my grill. I'm not sure why I'm being ignored and am not able to reach anyone to process this request. I'm hoping I can get help! I've attached images of the emails, dates, and me hoping to get help. I've also called, left voicemails, etc., but there's been absolutely no response. Please let me know if there's any additional info I can provide!

  

  Business Response

  Date: 10/06/2022

  ******************, thank you for bringing to our attention your experience with the claim handler on your claim for the damage to your grill.  We have reviewed this claim and have determined that there were unjustified delays in responding to your inquiries.  This is not representative of the typical level of customer service that our organization provides and we have taken steps to ensure this does not happen again.  Thank you also for speaking with Supervisor *********************** who advised you that we had accepted liability and have resolved your claim to your satisfaction.  Again, Gallagher Bassett apologizes for the delays in responding to you.  We value your feedback and view this as an opportunity for us to improve.

  Customer Answer

  Date: 10/06/2022

   
  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.
  

  Thank you for your assistance in getting me an answer!
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/28/2022

  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.

  the worst experience i have had with an insurance company. A truck hit me from back while we both stopped and waited for the signal. the truck driver has insurance of this company. the police came and write the report. everything is so clear but it has been 2 months I still cannot get my car fixed. the adjuster never return email or voice message. I called every 5 minutes until she picked up the phone and she was super rude. She told me to send 2 estimates and I did on 8/17 and sent it again on 9/8. I waited and again no response at all. When I called again and again until she pick up the phone and eventually she just said she had no time to review my estimates. I don't know what I can do. I just thought it is so simple and clear. but maybe I'm too naive. So frustrated. my claim number is 09078-017537

  

  Business Response

  Date: 10/03/2022

  Gallagher Bassett acknowledges receipt of the consumer complaint explaining dissatisfaction with the claims handling to date.  We understand the consumer has been reaching out to Gallagher Bassett in an effort to resolve this matter and did not receive the proper response or acknowledgement to your communication.   We apologize for the delay and can confirm that we have received the property damage estimates on 9/8/22 via email.  The Resolution Manager has since resolved the claim.   We strive to provide the best customer service to all of our customers and we again apologize for our delay in responding and professionalism.  We value the feedback as an opportunity for us to improve. 

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18141353
  
  I am rejecting this response because:

  The adjuster called me the next day after I file the complaint. She said she reviewed my estimates. and she emailed me the release from for me to sign and do the notary. But when I printed the from only to found that my name was all typed wrong everywhere on the from. So I emailed her again and called her everyday to leave a voice message about it. but again, no response and I cannot reach her.

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

  

  Business Response

  Date: 10/10/2022

  We understand the consumer has been reaching out to Gallagher Bassett in an effort to resolve this matter and did not receive the proper response or acknowledgement.  After the initial complaint, we resolved the matter on 9/29/22 and issued a release for signature directly to the consumer.  It is our understanding that the release has the consumers name spelled incorrectly and needs to be updated.  We called the consumer directly today to apologize for the error and immediately sent an updated release via email for signature.  As soon as we receive the properly executed release, we will issue the payment.   We apologize for the continued delays.  We strive to provide the best customer service to all of our customers and we again apologize for our delay in responding and professionalism. 

  Customer Answer

  Date: 10/21/2022

   
  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,
  
  *********************