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.

  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:03/07/2025

  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 am writing to formally express my frustration with the excessive delays in handling my workers compensation claim and the failure to adjust my medical bills accordingly. I sustained a workplace injury on [june *******] and have been waiting far too long for resolution.Despite my repeated attempts to follow up, my claim has been met with unreasonable delays, causing unnecessary financial and emotional stress. Additionally, my medical bills have not been adjusted as they should be, leaving me in an unfair financial situation due to circumstances beyond my control.

  

  Business Response

  Date: 03/12/2025

  Gallagher Bassett extends its gratitude to Mr. ******* for raising his concerns with us. We view feedback as a valuable opportunity to improve our services. We have already addressed *********** concerns directly with him and have outlined the next steps and timeline for resolving the matter completely.  We have recommended that he reached out to the attorney handling his third-party claim, if he has specific questions on the subrogation process. If Mr. ******* has any further concerns now or in the future, we have given him the contact information, including the names and direct phone numbers, of our supervisor and branch manager for assistance.  

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23032671
  
  I am rejecting this response because:I am not satisfied with the handling of my claim, as my third-party attorney or paralegal has not received the necessary documentation required to proceed. It has been over two years since the claim was initiated, and I have now been assigned a new adjuster without explanation. Please coordinate with my attorney or paralegal to finalize this matter as soon as possible.

  
  

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

  

  Business Response

  Date: 03/20/2025

  Gallagher Bassett appreciates Mr. ******* for raising his concerns to our attention. We have confirmed with his attorney that the workers compensation lien is finalized, enabling his attorney to proceed with the third-party claim. We suggest Mr. ******* contact his attorney about the subrogation lien and for next steps in the process on his third party claim. For any further concerns, Mr. ******* has been given contact details for our supervisor and branch manager for assistance.

  Customer Answer

  Date: 03/25/2025

   
  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:03/02/2025

  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 February 10, 2025 a ***** truck failed to yield and collided with my vehicle driven by my daughter. Gallagher Bassett is handling the insurance claim for ***** (claim # ************). They have spent 3 weeks "determining their liability" while I am without a vehicle. They have forced me to file a claim with my insurance company (Allstate claim # **********) which is costing me my deductible and my claim free discount. They sent a text on 2/19/25 that the 3rd party they hired (SCA Appraisal Company) had inspected the damage to my vehicle. However, after speaking with the storage facility they confirmed no one had been there to look at my vehicle. ******** ******* is the claim representative for Gallagher Bassett and sent an email on 2/19 that I would have to file the claim with my insurance company if I wanted it "taken care of right away". They are the at fault party and have a responsibility to minimize the impact to me. They are expecting me to cover any costs associated with resolution and then accept their decision on if and when they may reimburse me. They also sent a letter on 2/10 stating they will only pay 3 days storage fees. However, it was postmarked 2/13. It is absurd that they represent the at fault party and want to dictate the process, terms and timetable with no obligation to reach a resolution within a reasonable timeframe.

  

  Business Response

  Date: 03/06/2025

  Gallagher Bassett would like to thank Mr. **** for bringing this matter to our attention.  We view feedback as an opportunity for us to improve our overall service. Please be advised that Gallagher Bassett is the third-party claims administrator for *****************.  Upon receipt of this inquiry,we reached out to Mr.  **** by phone but he was not available to discuss the accident and asked that we send him an e-mail with our questions or comments.  We sent an e-mail to Mr. **** on March 4th.  We also reached out to his Carrier Allstate who stated they would be handling the repairs to Mr. **** vehicle. We provided ******** with our contact information to send the subrogation documents once repairs have been completed.  We are also working to confirm Mr. ***** deductible and ask if ******** will waive or confirm the amount and will be able to issue a check to Mr. **** to avoid out of pocket expenses.  Should anyone else have any further issues, please do not hesitate to contact us.

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 23009239
  
  I am rejecting this response because: as of yet I do not have my vehicle nor have I received the loss of use offer they said they would be sending on 3/4.  Once I have my vehicle and have been made financially whole I can revisit my assessment of their service.  The reality will always be that they neglected their obligation, as the representative of the at fault party, to process the claim in a timely manner. They took action within 24 hours of my filing a BBB complaint but ignored my claim for the 3 weeks prior.  
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 03/13/2025

  Gallagher Bassett would like to thank Mr. **** for bringing this matter to our attention.  We view feedback as an opportunity for us to improve our overall service. Please be advised that Gallagher Bassett is the third-party claims administrator for *****************.  Mr. ***** rejected the initial response as the claim had not been finalized yet and his car had not been returned.  We understand that his vehicle was returned on March 12th.  We have a verbal acceptance for loss of use and repayment of his deductible.  As soon as written offers and acceptance a check will be issued to Mr. **** for this part of the claim. We will still be working with his carrier for the settlement of the subrogation demand.   Should anyone have any further questions, please do not hesitate to contact us.

  Customer Answer

  Date: 03/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this is the resolution I agreed to. It is still unethical and inappropriate that I had to file a complaint simply to have them cover their clients liability. 
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:02/21/2025

  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.

  Date ongoing since 1/21/25 This company is contracted through ***** for insurance such as injuries wrecks so on so forth. I cannot get a hold of my adjuster or her supervisor ever. This is been single-handedly the worst most unprofessional experience I've had with an insurance agency.

  

  Business Response

  Date: 02/28/2025

  Gallagher Bassett would like to thank Ms. ******* ****** for bringing this matter to our attention.  We view feedback as an opportunity for us to improve our overall service. Please be advised that Gallagher Bassett is the third-party claims administrator for *****************.  Upon receipt of this inquiry, we reached out to Ms. ****** on Feb 24th and Confirmed we had a verbal settlement but looking to get together on obtaining a signed release. Ms. ****** was kind enough to provide another copy of the release. A settlement check was issued February 25th which was sent *****. There appears to be no further action items. Remaining.  Should anyone else have any further issues, please do not hesitate to contact us.

• Initial Complaint

  Date:02/14/2025

  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 on the job in Nov 2023, resulting in two surgeries, months of PT, four months off work, and a permanent reduction in hours of employment from full time to part time. My surgeon finally released me Aug 2024 and rated me 31% disabled. Through a series of errors, inactivity and delays on the part of Gallagher Bassett, I am STILL waiting - 6 months later - for my final resolution check. Excuses are all Ive gotten so far. I thank God I had some savings to fall back onotherwise, I could have lost my home.

  

  Business Response

  Date: 02/19/2025

  Gallagher Bassett would like to thank Ms. *** for bringing her concerns to our attention. We consider feedback as an opportunity to enhance our services. We confirm that we have now discussed Ms. **** concerns directly with her and have provided next steps and timeline to her for when the matter will be fully resolved.  ************** have any additional concerns, now or in the future, we have provided her with our branch managers name and direct phone number to contact, if needed.

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22941642
  
  I am rejecting this response because: Although the business responded to my complaint, the issue has still not been resolved. In essence, the settlement check they promised me approximately six months ago has still not been sent to me.
  
  Sincerely,
  
  ****** ***

  

  Business Response

  Date: 02/28/2025

  Thank you, Ms. **** for bringing your additional concerns to our attention.   We can confirm that your settlement was approved by the state on 2/25/25, and a settlement check was issued out this same day.   Should you have any further questions, please reach out to the branch manager via the direct contact phone number you were provided.   

• Initial Complaint

  Date:02/11/2025

  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 January 21, 2025, while driving to ************************, an off-duty ambulance from American Medical Response veered into my lane and struck the right side of my vehicle. The ambulance driver provided their insurance details, indicating coverage by Gallagher Bassett, and then left the scene. I promptly contacted Gallagher Bassett and shared the provided information.After their investigation, Gallagher Bassett agreed to cover the repairs and offered me a rental vehicle. However, the rental lacked full insurance coverage, requiring me to pay out-of-pocket for additional coverage. On January 30, 2025, an adjuster assessed the damage to my vehicle. A week later, I received an email from *****, a claims representative at Gallagher Bassett, with a repair estimate (attached) totaling $2,022.02. The estimate provided was based on aftermarket parts, not ***** original OEM parts. Upon reviewing the estimate, I noticed several damaged parts were omitted. I contacted ***** to discuss these discrepancies, but he didn't provide a satisfactory response. I then reached out to ***** directly and obtained a quote (attached) of $1,769.99 for the missing parts. The following day, I took my vehicle to *****, where they estimated (attached) the repair costs at $8,139.85. I forwarded this estimate to both ***** and the adjuster and made multiple follow-up calls, but neither has responded.I would like to have my car repaired and return the rental, as I cannot afford the additional coverage costs. Additionally, i am not comfortable with liability of keeping this rental. Please kindly seek resolution to issue and get my vehicle repaired. This has been a huge unnecessary inconvenience for me.

  

  Business Response

  Date: 02/18/2025

  Gallagher Bassett Services, Inc. would like to thank Mr.********* ******* for bringing his concerns regarding his current claim to our attention.  We appreciate the feedback given to us regarding his claims experience and will use that information to better ourselves for future claim handling.  We are happy to confirm that the claim has been resolved. Mr. ******* has been advised that if he has any additional concerns or needs anything further, he can contact us and we will address his claim promptly.
  

• Initial Complaint

  Date:02/10/2025

  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 a ********* compensation case that was opened on 1/3/25 (the date of injury). I am a nurse and injured my back getting a combative patient back to bed several times. I haven't been able to return to work due to pain in my lower back and numbness in my feet. I last spoke with ******* ****** (my claims adjuster) on 1/28/25, where the last thing I heard from her was that she was going to get me connected with a spine specialist (orthopedic doctor) to order an MRI and determine what other interventions were needed. ******* has been on leave for bereavement. I only found this out after the company I do travel nursing for contacted the company. I ended up going to the ** to get an MRI because my pain and numbness got worse. I also have not received 60% of my full-time pay, which is what the ********* compensation gives for leave due to injury. My case was essentially abandoned, and I am a sitting duck. They did not transfer care or get me in contact with another adjuster. I only have another week of approved leave from the hospital, which I'm sure can be adjusted, but I wanted to write a formal complaint about how my case was abandoned and the company did nothing to support ******* or myself by handling her case(s).

  

  Business Response

  Date: 02/12/2025

  Gallagher Bassett would like to thank Ms. ****** for bringing her concerns to our attention. We consider feedback as an opportunity to enhance our services. We confirm that we have now discussed Ms. ******** concerns directly with her and have resolved the matter to her satisfaction.  ***************** have any additional concerns, now or in the future, we have provided her with our branch managers name and direct phone number to contact, if needed.

• Initial Complaint

  Date:02/10/2025

  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.

  Insurance settlement

  

  Business Response

  Date: 02/21/2025

  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 acknowledges Mr. ********* concerns.A stop payment was successfully completed on the previously issued payment.Subsequently, a new payment was processed on February 13, 2025, with arrangements made for overnight delivery on February 14, 2025. The repair shop has confirmed receipt of the supplemental payment issued directly to them.

• Initial Complaint

  Date:02/07/2025

  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 have been under their workers comp and I was taken off work by a doctor and was never paid for being off. I can not even get a company to call me back.

  

  Business Response

  Date: 02/14/2025

  ********* Thank you for your inquiry.  The file has been reviewed by ***************** and an outreach was made to you on 02/12/25 to explain the current status of the claim.  I do show that you spoke with ***** with GB on 02/07/25 where she explained the pending investigation and what was needed going forward.  The claim is currently pending the Independent Medical Exam that you did attend on 02/13/25.  Once the results are received (typically 2-4 weeks) we will be able to finalize the next steps in your claim which could include being paid for time off from work.  Please return Tammys call from 02/12/25 to verify your Last Day Worked and Return to Work dates with your employer.  ***** is always available to answer any questions you have regarding your claim.
  

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22911933
  
  I am rejecting this response because:
  I am reporting the claims adjuster ******* that will not respond. I have sent multiple emails and calls and received nothing from my adjuster. I didn't get a responds from ***** on that 12th that I'm aware of. I will look into this. ***** should be able to reach out to my work for that information regarding time loss. And we have already discussed tbe time lost on the 4th. My issue is why assign a adjuster that does not call or communicate with the client in a timely manner. 
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 02/21/2025

  Ms. ****** We have confirmed with your Resolution Manager that he connected with you via phone on Thursday 02/20/25 and explained that he is waiting on the *** report which will determine the direction of the claim going forward.  He has also reached out to your employer to verify your time off for work to make sure we have all the correct information updated.  Please feel free to reach out to your Resolution Manager or Supervisor if you have further questions.

• Initial Complaint

  Date:02/04/2025

  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.

  Good afternoon:We have submitted claim for **** ****** ******** , electronically on 4.22.24- ( see proof of submission, we also submitted claim on 5.14.24 ( see proof of acknowledgement and on 8.22.24 and ERA #********* was created and on 10.19.24 and era # was also created 235953485,However you keep the denying the claim for timely filing, that's incorrect. We have submitted the claim numerous times however each time it's denied erroneous without reading the attached documentation

  

  Business Response

  Date: 02/13/2025

  Gallagher Bassett received notification of a complaint filed regarding an outstanding balance for date of service 3/12/24.  We have attempted to reach out via phone and email to provide prompt assistance to this concern.  *********** reflect that first receipt of the bill was on 8/16/24, but we realize that you show electronic submission on 4/22/24.  We sincerely apologize for the inconvenience of this and are working to identify what occurred to prevent such delays and confusion in the future.  In the meantime, the invoice has been sent to our bill review team with direction to process it ASAP.  If the complainant has any questions or would like to discuss this further, we have provided contact information.

  Customer Answer

  Date: 02/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, they are investigating why claim wasn't paid. I received email today from an adjuster. Payment has not been received yet. 
  
  Sincerely,
  
  ****** A

• Initial Complaint

  Date:01/30/2025

  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.

  **Nature of Complaint:** Unreasonable requirement for international graduates to maintain and pay for unnecessary health insurance coverage. **Details of Complaint:** I am an international student who graduated from ************************ at the end of the Fall 2024 semester. As I am leaving the ************* permanently after graduation, the health insurance coverage for the Spring 2025 semester is entirely unnecessary and holds no practical value for my situation. Despite my status as a graduating student and my imminent departure, ************************ and Gallagher ************************ require students to pay for a full academic year of insurance unless they explicitly request termination before a strict deadline, which was December 31, 2024, in this case. This policy disregards the unique circumstances of graduating international students who clearly have no need for continued coverage. I only became aware of the termination deadline on January 3, 2025, when I proactively contacted Gallagher to cancel my insurance, that was no email no text no any kind of notification before that. By that time, I had missed the deadline by less than 72 hours. Both Berklee and Gallagher have refused my request for a retroactive termination and refund, citing the policy deadline. When I continued to try to contact them to resolve the issue, they never responded to my emails. This rigid adherence to policy fails to account for the financial and practical irrelevance of continued insurance coverage for students in my situation. This policy is both unreasonable and unfair to graduating international students who, by definition, will no longer benefit from the service. Requiring payment for unused insurance amounts to an unjust financial burden. I am requesting a refund of the Spring 2025 insurance premium.

  

  Business Response

  Date: 02/13/2025

  Please see the attached summary / response

  Customer Answer

  Date: 02/16/2025

   
  Complaint: 22874335
  
  I am rejecting this response because: 
  

  1. **Contradictory Information Regarding Termination Authority**:  
     After contacting the school, I was informed that only Gallagher has the authority to terminate the insurance plan. However, Gallaghers customer service representative stated that only the school has this authority. This contradictory information raises serious concerns about transparency and accountability. **Who is responsible for terminating the insurance plan?** Please clarify this discrepancy and explain why I was given conflicting information.  
  
  
  2. **Unreasonable Policy for Students and Refund Process**:  
     As a student who only attended for half of the academic year, I was forced to purchase a full-year insurance plan. Additionally, the refund process requires students to apply within a strict deadline rather than automatically refunding unused premiums. This policy appears to be designed to pressure consumers into paying for services they do not need and to create unnecessary barriers to obtaining refunds. **Why is there no automatic refund process for students who graduate or leave school early?** This practice seems exploitative and unfair to consumers.  
  
  
  3. ** I'm in ***** now, and I don't believe Gallagher offers coverage in *******:  
     Gallagher claims that the insurance plan can be used outside the ***** including after graduation. However, no clear instructions or procedures were provided for using the insurance in my country *****. **Please provide detailed steps on how to use the insurance in *****, including a list of covered hospitals, clinics, and the claims process.** If this information cannot be provided, it suggests that Gallagher is using this claim as an excuse to deny refunds.  
  
  
  4. **Demand for Refund**:  
     If any of the above points cannot be reasonably explained or resolved, I see no justification for denying my refund request. The lack of transparency, contradictory information, and unreasonable policies demonstrate a failure to meet basic consumer protection standards. **I request a full refund of the unused portion of my insurance premium.**  

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

  

  Business Response

  Date: 02/21/2025

  Please see attached.