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.

  500 Edgewater Dr Wakefield, MA 01880

  
• 

  Arthur J. Gallagher Risk Management Services, LLC

  1150 Main St Concord, MA 01742

• 

  Arthur J. Gallagher Risk Management Services, LLC

  42 Weybosset St Ste 500 Providence, RI 02903

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:10/17/2024

  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 wheel was damaged by ****** tire center in ******, ** to the tune of $1100. ****** handed over my claim to Gallagher Bassett and an agent named ***** called me. She didn't have all the details of the claim. She said she would call the tire center and get back to me. I tried calling her several times and finally got her on the phone. She denied my claim stating that because "I had my own hands on the car" they were only offering $125 for one broken lug. Of course I had my own hands on my car. I often do maintenance on my own car, but can prove the last one touching my wheels was ******. My records are meticulous. I discovered the overtorqued/cross threaded lug nut and a mechanic verified that one plus two more. The repairs were extensive and I also missed work and had to get a rental car. I had more information to provide but Gallagher Bassett had already made the decision to deny my claim. I am owed $1094.82 for the vehicle repair and reimbursement for one day of rental car.Also, when I called the main number after failing to reach the agent, the person was very rude.

  

  Business Response

  Date: 10/22/2024

  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. It is the expectation of our Resolution Managers to provide a timely and detailed response to received inquiries. It appears that our initial response caused disagreement. On October 22, 2024, Gallagher Bassetts Supervisor *********** contacted Ms. ***** to further explain our position and to bring her claim to an amicable resolution. 

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22438143
  
  I am rejecting this response because:
   
  Mr.  ******** allowed me the explain the damage by ****** tire center for the third time now.  I was offered $125 again for a bill that is nearly $1100.  Offering me much less than what I am out of pocket and basically calling me a liar does not resolve my claim.  See you in court.

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

• Initial Complaint

  Date:10/17/2024

  Type:Billing 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 lodge a complaint against Gallagher Student Health regarding unauthorized charges for dental ************ son was charged $329 for an annual dental plan through Gallagher, even though he already has family dental insurance and did not sign up for or authorize enrollment in this plan.Gallagher claims that enrollment can only occur by logging into his personal school account and enrolling and that this occurred in June of this year. However, neither he nor I accessed his account to sign up for this insurance. This raises serious concerns about potential glitches or security issues on their website, as someone managed to enroll in a plan without our knowledge or consent.Furthermore, Gallagher stated that an email confirming enrollment was sent, but we never received any such communication. We only became aware of this enrollment on October 15, 2024 (when asked to pay for it), and upon requesting the cancellation of the plan, I was informed it was too late to do so, leaving us to bear the cost for a plan we do not need, and did not sign up ****** appears Gallagher has implemented practices that allow them to charge students for plans without proper authorization. Therefore, I would like a full refund. Furthermore, I believe they need to revise their enrollment procedures to prevent such issues in the future. Having safeguards in place such as requiring an additional manual confirmation from students before enrollment, or requiring parental consent for enrollment would ensure that this does not happen again.I hope the BBB can address this matter to protect other individuals from similar experiences.Thank you for your attention to this issue.

  

  Business Response

  Date: 10/22/2024

  ******************** has contracted with Gallagher Student Health (GSH) to manage enrollment and waiver submissions for their student health plan, dental plan, and vision plan, which are offered to eligible students. Enrollment in the voluntary Dental plan is facilitated via an online enrollment form posted on *********************************. To enroll students must complete the form and submit their request. Since enrollment in the dental plan is voluntary, students who do not submit an enrollment request are not enrolled.

  
  ******* ******** is a student at **** and he is eligible for the dental plan. Per the screen captures below our records show that on June 17th at 2:22PM ******* logged into his online account on *********************************. At 2:24 the enrollment request was submitted. ******* was also sent separate email confirmations of his enrollment submission and subsequent approval of his request. We have confirmed that the email address the notifications were sent to is *************** email address. Our system has no record of anyone else logging in within that timeframe other than *******.

  Although we have confirmed the enrollment request was submitted using ********* login credentials we have terminated the dental coverage. I have reached out to *** *****, who has filed this complaint, and informed her of this decision.

  Customer Answer

  Date: 10/24/2024

   
  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:10/12/2024

  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.

  This company conducts business in a way that's designed to exploit claimants. They pretend that they haven't received supporting documents despite a clear paper/attachment trail, and are non-responsive to follow up inquiries, effectively "ghosting" claimants for months and years at a time until the statute of limitations runs on their claims. Filing a complaint with the ********************* as well.

  

  Business Response

  Date: 10/15/2024

  Thank you for bringing this matter to our attention. We truly value your feedback. We are sorry for any inconvenience you may have experienced regarding your Whole Foods claim. Weve reviewed your claim file and would like to discuss this matter further with you in the hopes of reaching an amicable resolution. A claims supervisor has been in communication with you as of October 14, 2024 and is working to set up a time to further discuss your concerns in greater detail. Thank you in advance and we looking forward to speaking with you further. 

• Initial Complaint

  Date:10/10/2024

  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.

  Was rear ended by a client of Gallagher basset on August 4th. Took 3 weeks to even get in touch with the adjuster and only after reaching out to a supervisor. Have been dealing with the bodily injury adjuster since then. Have done everything on my part to settle this claim already. Adjuster tells me they sent request for medical records o. September 10th and have not received them. I finally contacted the hospital this morning to see what the hold up was. I was informed, they have no request for my medical records. This ********************** is a joke and by far the worst to deal with. Contacted the adjuster with this information and of course no response. This company really needs to be investigated regarding how they hand claims.

  

  Business Response

  Date: 10/15/2024

  Gallagher Bassett administers claims on behalf of Site One Landscape Supply. We would like to thank you for bringing this matter to our attention and acknowledge receipt of Ms. *********** concerns.Unfortunately, when Gallagher Bassett received notice of this claim, there was no information available to help us identify Ms. ********** as having been involved in this incident. This resulted in a delay of approximately two weeks before we received her contact information. Once we made contact we began the process of working with Ms. *********** We are happy to report that all claims in this matter have been amicably resolved between both parties. We always strive for service excellence and in this case, are happy that we were able to come to a mutually agreeable outcome with Ms. ***********

• Initial Complaint

  Date:10/09/2024

  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 Omni in west ********************* company and are handling the case of my stolen truck from this hotel its been38 days since its happened and the have pretty much not done one thing except get a third party investigator involved .. they have excepted the claim but have not returned calls or emails pretty much from day one Gas receipts total ****** Missed days of work ******* Reimburse of truck yard ******

  

  Business Response

  Date: 10/14/2024

  Thank you for contacting Gallagher Bassett. We understand the importance of handling your claim promptly and fairly for all parties involved. As noted in the BBB submission, we retained a third party investigator to assist with this claim. The claimant was advised he had the option to go through his own carrier while we completed our investigation in order to resolve his claim more quickly. The insured did secure a rental vehicle for the claimant so he would have transportation in the meantime. The third party investigators report was received by Gallagher Bassett on October 10, 2024 and is currently under review by the resolution manager and our client.  We provided an update to the claimant  on October 10, 2024, and will follow up with him once our review is complete.  He advised that he is going through his own personal insurance and that his vehicle is in the body shop for repairs. 

  Customer Answer

  Date: 10/20/2024

   
  Complaint: 22401012
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** Koru

• Initial Complaint

  Date:10/08/2024

  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.

  We reached out to Gallagher (****, ************** branch) a couple of months ago to help us with the workers compensation audit. They were not our direct vendor; our PEO used their company to provide us with workers compensation coverage back in 2023/2024. We got confirmation from Gallagher employee that she is sending cancellation letter to our audit company on September 3rd. I verified with the audit company if they got the letter and as of September 23rd the letter was not sent to the audit company. I reached out to Gallagher the same day and received no response at all. I tried a week later, sent the email to multiple different email addresses, voicemail on their customer service line, as well as submitted a new inquiry via their website, and no response or acknowledgment was received. They are ignoring all forms of communication, causing us a late fee situation for our audit invoice. We would like to receive the promised cancellation letter, as well as have Gallagher send it to our audit company. We are in the market to purchase a new workers compensation policy, as well as other insurance policies, but Gallagher will definitely not be an option due to poor communication from multiple employees.

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22398320
  
  I am rejecting this response because: I did receive a phone call and follow-up from Gallagher representative, *** *., on 10/11. A couple of days after speaking with ***, I got an email from ******** *. informing us that they are working on our request still and that they will keep us posted. That was on 10/15, almost two weeks ago, and we haven't heard anything since then. The original complaint is based on the lack of communication, and this is continuing. Until we have the final resolutionthe cancellation letter being submitted to the audit company, or reason for why it cannot be submitted we do not consider this case closed. 
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 11/07/2024

  Gallagher representatives worked with our contacts at ******************* Company to attempt to have them backdate cancellation of the policy from the April, 2024 cancellation that was processed to the March,2023 date where our client had obtained separate coverage.  Unfortunately,due to the amount of time that lapsed between March, 2023 and April, 2024,Employers was unable to grant the revised cancellation date.  Our senior leadership team in the ************** office escalated the matter to the senior leadership team of Employers in the region, but Employers position was final.  All of this has been communicated to the client.

  Were sorry that this matter was not able to be resolved to our clients satisfaction, but ******************* Company was unwilling to bend on their position.

  Customer Answer

  Date: 11/08/2024

   
  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:10/08/2024

  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's insured totaled my vehicle and sent me to the hospital in an ambulance where they were found at fault. They have refused to return my calls or emails without constant hounding. I have had 4 different adjusters in 7 months, and they purposely make this hard to conclude. Nobody should do business with them and if you are involved in an accident with one of there insured, you will be perpetually frustrated in dealing with them.

  

  Business Response

  Date: 10/14/2024

  Gallagher Bassett acknowledges Mr. ******** concerns and apologizes for any misunderstanding or inconvenience.  The Gallagher Bassett team has been in regular communication with Mr. ******* regarding the status of his claim. Our file handlers took action to request documentation from Mr. ******** medical provider in accordance with our best practices. We have recently received the complete medical records for further review and evaluation. We anticipate following up with Mr. ******* within the next two weeks to attempt resolution of his claim. 

• Initial Complaint

  Date:10/07/2024

  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.

  The death benefit I receive transitioned to a new company, Gallagher Bassett. When that happened the benefit checks stopped getting direct deposited and they were mailed to an incorrect address. I have called the business, written the business, and sent the paperwork needed via certified mail to the business. The payments are still not direct deposited. The payments are sent to an incorrect address; then re-mailed to an address close enough to my address that I receive them. They checks are being received much later than they should be due to this error by Gallagher Bassett. The agent does not return my calls, I am getting nowhere with Gallagher Bassett.

  

  Business Response

  Date: 10/11/2024

  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. We apologize for any communication lapses and the difficulties the beneficiary has experienced receiving checks sent via US mail.  We have confirmed the accuracy of the mailing address and direct deposit of benefits has been implemented to prevent future lapses.  The claim supervisor has spoken with the beneficiary to fully address her concerns and assure her of our commitment to timely payments and customer service. 

• Initial Complaint

  Date:10/04/2024

  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.

  June 21, 2024 my car was hit by a fed ex worker who failed to provide the accurate information as well as left the scene of the accident. After searching for the insurance information I was directed to Gallagher Bassett's ******* ***** ********** who have provided a rental since July 10, 2024 as a result of the accident I missed work and then lost my job. My car is still currently in the shop and I am being harassed by the rental car company and gallagher has not rectified the matter. I am being discriminated against and my car has not been fixed. The adjuster ***** ********** is very rude and ignorant also will not come accurately access the damages.

  Customer Answer

  Date: 09/17/2024

  I am contacting you in regards to Fedex and Liberty Mutual along with Gallagher Bassett. My car was involved in a hit and run. It took over three weeks for gallagher bassett to contact me to provide a renter car... I also lost wages due to the accident. I have not had my car fixed and have not been provided compensation for lost wages. 

  

  Business Response

  Date: 10/10/2024

  Gallagher Bassett would like to thank Ms. Rhodes  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 FedEx Corporation.  Upon receipt of
  the inquiry Mr. Wallace, Branch Manager was able to reach
  out to Ms. Rhodes on October 9, 2024 and discuss the issues that
  were preventing the claim from being settled. During the conversation we were
  able to resolve the remaining aspects of the claim.  We worked with the rental company October 9, 2024 to
  extend the rental and a check was issued on October 9, 2024 to resolve all other issues.  Should you have any further
  issues, please do not hesitate to contact us. 

• Initial Complaint

  Date:10/02/2024

  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 filed a workers compensation claim last month and my claims manager refuses to contact me so I can get compensation.After first filing the complaint the claims manager (******* ******) became unreachable. In order to get her on the phone I had to call the ************************* to get her to acknowledge she had my medical records. Due to her being unreachable I requested a change in claims managers and was told I can only request that through ******* Hempels supervisor ****** ***** who also does not answer phone calls or messages. I have not received any response from her in ******** out of work time has been extended twice. I have sent my medical bills and out of work notes to ******* ****** through email, and called, and left a message, and uploaded through the app. No response.I have once again contacted the state to try to get her to acknowledge the documents for compensation. It appears Gallagher Bassetts plan to avoid paying workers compensation claims is to pretend they have never received the documents or been contacted. I hope Im wrong about that and there is some good reason for the companys behavior.

  

  Business Response

  Date: 10/04/2024

  Gallagher Bassett would like to
  thank Mr. Curtis for bringing this matter to our attention.   We view
  feedback as an opportunity for us to improve our overall service.  
  We apologize for any issues and inconvenience you may have encountered with
  your claim.   Upon review of the file, we show that your indemnity
  benefits have been started.   We are also reaching out to Mr. Curtis
  to make sure he does not have any further questions or need of additional
  assistance.   If there is any further questions or concerns, we
  encourage you to reach out the supervisor on this claim, Angela Quito at
  574-344-2937.  Thank you.