Complaints
This profile includes complaints for Gallagher's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 322 total complaints in the last 3 years.
- 113 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/20/2025
Type: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.
am filing this complaint to formally report the conduct of Gallagher Bassett Services, Inc. and its subcontractor, Legacy Claim Services, regarding the handling of my diminished value claim following a motor vehicle accident that occurred on February 10, 2025.Gallagher Bassett assigned the diminished value portion of my claim to Legacy Claim Services, who then failed to respond to my communications for an extended period. Specifically, from April 17 until May 7, 2025, I received no response despite multiple follow-ups. It was only after I stated that I would be filing a formal complaint that I received a reply.When I finally did receive a response, the offer was for only $500an amount that is unjustifiably low considering that an independent licensed appraiser determined the diminished value to be $4,026. The failure to respond for three weeks followed by a substantially low offer reflects a lack of professionalism and what I believe to be bad faith handling of the claim.Additionally, the personal injury portion of my claim also remains unresolved and is progressing very slowly. Although I have made every effort to resolve matters amicably, the process has been made unnecessarily difficult due to poor communication and prolonged delays.I am submitting this complaint not only to seek a fair resolution, but also to document the treatment Ive received so that others are aware of these practices. No consumer should have to experience this level of neglect or resistance in a claims process.Resolution Sought:A fair and prompt settlement of both my diminished value and personal injury claims, formal acknowledgment of the delays and inadequate handling, and assurance that steps will be taken to prevent similar treatment of future claimants.
Business Response
Date: 05/29/2025
Gallagher Bassett would like to thank Mr. ******** for bringing this matter to our attention. We consider feedback an invaluable opportunity to enhance our services and address any areas of concern. We acknowledge Mr. ********** concerns and regret any frustration he may have experienced during the process.On March 27, 2025, we issued the initial payment for repair costs.Subsequently, on April 15, 2025, Mr. ******** submitted a claim for diminished value. On May 9, 2025, Legacy Claim Services clarified to Mr. ******** that diminished value is not calculated as the difference between retail and trade-in values, as these represent distinct market segments. According to Mr.Berrocals independent appraisal, the vehicle appreciated in value, indicating no monetary loss was suffered due to the motor vehicle accident. On May *******, we received the signed release, which included the diminished value portion of the claim, and promptly issued payment on the same day. Regarding the personal injury claim, once treatment is completed, we will obtain the medical records and proceed with evaluating the claim for settlement. We apologize for any inconvenience this may have caused Mr. *********Initial Complaint
Date:05/12/2025
Type: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 hit by a ***** truck at the hotel (***********) I was staying in. I got in touch with the ***** coordinator and submitted the video evidence the hotel gave me to prove it.The ***** coordinator corroborated with the story and sent me to their claims service Gallagher Bassett. Ms ******* ****** was handling the claim and asked me to submit the evidence and estimate for the damages. Once i submitted the information, Ms. ******* calls me to say ***** did not hit my vehicle and ended the conversation by hanging up and refused to return phone calls or emails to resolve this matter.Business Response
Date: 05/20/2025
Gallagher Bassett would like to thank Mr. ******* for bringing this claim 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 the inquiry and a review of the claim file after the investigation it was noted that there was no evidence to support that ***** caused the damage to Mr.McGriers vehicle and the claim was denied. A second review of the claim also found that the initial investigation was accurate but in the spirt of compromise and good will a compromise offer was made to *********. ******* advised he wanted to think it over. . As of this date we have not received a response back concerning the offer but stand ready to work with Mr. ******* to help resolve this issue. Should anyone have any further questions, please do not hesitate to contact us.Initial Complaint
Date:05/12/2025
Type: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 put in a claim with ****** for my furniture that was ruined from a leak in their cargo area of the truck I have not heard or received anything from them it's been well over 2 weeks and they have not reached out with a settlement or refund.Business Response
Date: 05/23/2025
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. Gallagher Bassett acknowledges ********** concerns and regrets his frustration with the process. The Resolution Manager has spoken with Mr. ****** today to obtain additional photos and damage documentation so we can move this claim toward resolution.Initial Complaint
Date:04/22/2025
Type: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 originally injured while working on 8/17/2024 and was timely paid my workers compensation benefits by gallagher bassett. I couldnt have surgery right away due to another health issue. I went back to work on light duty status in January, which lasted two weeks and I fell again on 1/24/2025. I obtained a lawyer this time and it has been a literal nightmare. They won't approve any of the imaging my doctos have order as well as pain reliving shots. The claim manager told me my file was "lost" in their medical only files. She told my lawyer that she got my file after a order to pay ****. They refuse to respond to myself or my lawyer. I got ahold of the claim managers supervisor contact information, only to have the supervisor give a run around to my lawyers office then not respond at all to any other questions. I've been 3 months without any income, im in crippling debt, my mental health is non existent. My lawyer has filed for issues as well as an emergency hearing and still no response. I don't know what else to do.Business Response
Date: 04/30/2025
The Resolution Manager had authorized the scheduled MRI of 4/28/25 for the right hip. The *** assigned to this claim has sent six requests to Mr. ******* treating orthopedic *** for the medical records from the April 10, 2025 appointment. An Orthopedic second opinion has been scheduled for May 15, 2025 for Mr. ******* The Resolution Manager will reach out to Mr. ******* attorney to request the medical and any disability notes from his treating ***s, as the *********** is not providing to the assigned *** assisting Mr. ****** with his claim.Customer Answer
Date: 05/01/2025
Complaint: 23236872
I am rejecting this response because:How hard is it for the ** and NCM to speak to my lawyer and let them know exactly what they need? It's been 3 months, no benefits whatsoever. I have multiple treating doctors, PT and two orthopedic doctors. If the ** would kindly respond to my lawyers with what she needs exactly regarding which orthopedic doctor she needs information from that would be a great help instead of outright ignoring their questions. Ridiculous.
Sincerely,
******* ******Business Response
Date: 05/07/2025
On 3-21-25 the Resolution Manager reached out to C/A ***** ************** to send over medical records to support the claim and any disability notes.
Nothing was received from the attorneys office.
The *** was not able to obtain medical records from Premier Ortho from the 4/1/25 visit.
On 4/30/25 the Resolution Manager contacted C/A ************** requesting the medical and disability records.
C/A ****** subsequently sent an email request to Premier Ortho as he did not have the most current records either.
We reached out to Premiere Ortho on 4-30 for results of 4-10 appointment and was told the notes were not available and next office visit set for 5-8-25.Customer Answer
Date: 05/12/2025
Complaint: 23236872
I am rejecting this response because:I will not accept a response until I am paid my TTD benefits. My lawyers office has emailed the *** her supervisor and *** multiple times providing them everything they needed. The ******************************* issued an order to pay back in February. I have sent my disability slips monthly on gbclaims app. I called premier orthopedics and asked them if they have sent the records, and they have saying some of them have been paid. I was really hoping this would be resolved before the emergency hearing, but I guess not. I would also like an actual supervisor to contact me and my lawyer as well.
Sincerely,
******* ******Initial Complaint
Date:04/15/2025
Type: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 October 3, 2024 I got into a accident with a Penske truck that totaled out my $11,000 worth of visible damage the company dragged there feet getting me a rental car for two weeks they only wanted to give me 4500 they accused me of making the damage up they wanted me to go get another estimate on the vehicle the car is not drivable Im the victim I have the right to get my car fixed at the dealership they tried to call the dealership to get them to lower the price they wouldnt I have to this day spent over 800$ in Lyft an over ************************************************* ***** claimed she would get my claim ************* to call me an handle the difference she would take two to three weeks to reach out or three weeks to get her to answer the phone I sent both ** ***** an ** ****** a video of the damages an they both refuse to pay me the difference there attitude towards me was rude and condescending I provided everything they asked for except a second estimate because the end result would be the same I would of taken it to another dealership its been 6 months without a vehicle and when they finally got me a car rental for two weeks and no settlement had been made ** ****** said if I did not like the fact that they werent paying me my estimate take it up with my attorney knowing very well my attorney gave them permission to speak to ne about my vehicle. ** ***** told me if you think we gonna total out your car you are wrong. The dealership said it was totaled an told ** ****** it was totaled so if they dont want to total my vehicle ******** the 6500 remaining on the estimate. I hope no one has to ever deal with this company they have no compassion an no empathy when ** **************** me that their company didnt believe their Penske driver did all this damage I told her we could subpoena the two DeKalb County police officers that we already at the seen for another accident and the Penske driver tried to hit an run me but the officer caught up with him in I-20.Business Response
Date: 04/29/2025
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. Gallagher Bassett acknowledges Ms. ******** concerns and regrets his frustration with the process. Ms. ******* presented an estimate after the settlement check was issued and cashed. We attempted to come to an agreed price with her shop of choice for repairs, but it appears she sold the vehicle.Customer Answer
Date: 05/06/2025
Complaint: 23208295
I am rejecting this response because: The information that galler an beesett provided was false. I took my vehicle to the dealership on 10/4/24 the day after the accident when galler an Bassett sent there adjuster to me I asked him did he need my estimate he said no I called both Ms ***** an Ms ****** an they both said they would work out the difference because they only wanted to pay me 4500 when my estimate said 11,000$ worth of visible damage both ladies wanted me to get a second opinion when the results would have been the same as I would have taken it to another dealership I am the victim they dont get to tell me where to take my vehicle then both ladies de framed my character by accusing me of making up the damages both ladies had my estimate before they cut the check an both ladies said they would look into the difference they even went as far as to calling the dealership an asking them to **** the price I have emails and recorded phone calls to back me up an I told both ladies that I took the insurance and registration off the vehicle because it was not drivable
Sincerely,
***** *******Business Response
Date: 05/16/2025
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. Gallagher Bassett recently spoke with Ms. ******* to review the disputed details and damages. Ms. ******* and Gallagher Bassett have come to a mutual agreement regarding the resolution of her claim.A release has been sent to Ms. ******* for the additional payment of $2,800. When Ms. ******* executes and returns the release to Gallagher Baseet,we will issue the final payment.Initial Complaint
Date:04/09/2025
Type: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 trying too work with this workers comp agency for almost a year now too help get me treatment or get a settlement done and they refuse too do theyer job and responsibility to they're clients , I cant even get my medical bills paid for threw them too even keep getting treatment for my injuryBusiness Response
Date: 04/21/2025
Gallagher Bassett apologizes to Mr. ******** for failing to respond to his attorneys inquiries timely and prospectively all inquiries will be responded to within 24 hours. Gallagher Bassetts branch manager has been in communication with Mr. ********* attorney on Tuesday April 15th answering questions and requested the attorney reach out to Mr. ******** to confirm if there are additional concerns that need to be addressed. Should you have any further issues, please do not hesitate to have your attorney contact the resolution manager or supervisor.Initial Complaint
Date:04/09/2025
Type: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.
6-6-2024 I placed ordered. Delivered on 6-10-2024 at 2:45pm by ****** ***** driver pulled onto my long driveway, delivered the package, backed down driveway 3/4 then drove on my front lawn to turn around causing damage deep tire marks on lawn. ***** drivers are trained to back into driveways where there is no way to turn around. Due to my rural location, it's impossible to find anyone who would have fixed damage without first paying a large estimate fee. I had no choice but to fix damage myself. Had to travel hours to pick up a tamper fir. Spent over 1 hour fixing damage causing physical pain and injury. I contacted *****, told someone would contact me and no one did. After multiple calls, I finally heard from Gallagher Bassett on 9-4-2024 who is the claims/risk management co. hired by *****. I filed out an online claims form for damage. Months went by, nothing. I sent 7 emails between Sept-Dec. all were ignored. I received a call from their **** on 12-13-24. I put the wrong date of incident on form which was order date not delivery date. I was questioned on tracking # which was a **** #, however, delivered by ****** **** told me this does happen and confirmed ***** delivered (since he knew the incident date was wrong). I received an email from **** 1-8-25 asking me for all the same info. I provided in Sept. and why I waited 3 mo's. to contact them. THEY waited 3 mo's to contact me! Then another email stating there was no visible damage to lawn in photos I sent. That's a lie, damage was very visible. He said tracking # invalid (we already discussed this) that there were no estimates, invoices or receipts and no photos or videos of ***** on my property, so my claim was denied. They knew I fixed damage myself and the reasons why. Not everyone has surveillance cameras. I SAW the ***** driver myself! Gallagher Bassett are liars/thieves/corrupt & highly deceptive! $200 I'm asking is much less for them than going to court. GB is paid to delay, deceive and deny claims.Business Response
Date: 04/21/2025
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 were in contact with Ms. ********* about the damage to the property. IT was deciding that a compromise was in order and claim was settled. A check was issued on April 14th to resolve this matter. Should anyone have any further questions, please do not hesitate to contact us.Customer Answer
Date: 04/23/2025
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:04/07/2025
Type: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.
Hello,On December 22, 2024 my tooth was broken at ****** when eating their pizza. I filed an incident report claim, and was told to contact Gallagher Bassett for compensation to get my tooth fixed. I have provided all the information they asked for, including the cost which is approximately $5000.I have been given the run around. They have been taking 2-3 weeks to reply to my emails, if they even reply. I still have received nothing. They told me to contact ********, which is a bad number that goes to a voicemail box saying they have been on vacation for almost two months now, and it's a month past when they said they'd return.I need my compensation as soon as possible. It will be 4 months this month since the incident happened and they are playing games.Thank you for your help getting my compensation for my broken tooth.Business Response
Date: 04/08/2025
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. It is the expectation of our Resolution Managers to provide a timely and detailed response to received inquiries. In this case the adjuster made an error in believing that a tender was the proper resolution in this case. We are addressing this with the adjuster and have set expectations that the adjuster will reopen the claim and offer the member an apology for the delay and will work to resolve the issue directly with Ms. ******** at this time.Customer Answer
Date: 04/16/2025
Complaint: 23162099
Hi,
I am still waiting on help for my issue on my broken tooth.
I got one email from ********, which says they are investigating the issue. This is the company that does the pepperoni for ****** pizza.
I open my claim with Gallagher Bassett though, and I submitted my incident report, and all of my dental records to them, so I don't know why I should have to work with this other company as well. I would think they would do the work, and then get back to me so I don't have to deal with multiple companies.
Thank you,
*****Business Response
Date: 04/25/2025
Gallagher Bassett would like to thank *********** for her patience in bringing her claim to an amicable resolution. A signed Settlement Release was received from *********** and payment has been tendered accordingly. Our claim file has been closed.Customer Answer
Date: 04/29/2025
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.I have received the check. Thank you
Sincerely,
***** ********Initial Complaint
Date:03/31/2025
Type: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.
From 12/23/24 until current date 3/31/25 I have been advocating for my own insurance case against this insurance agency Gallagher Bassett of ***********. I have been misled by this agency, duped by them using policy and procedure to prolong my case from being resolved. To start off the adjuster who didnt even do a full estimate on my vehicle took weeks to have come to my house only to have to wait weeks longer to be told oh well you need to take your vehicle to a shop its our policy to have an estimate, well if its your policy why not do that to begin with. This wasted weeks of time, I was told I need to release the vehicle to them after an agreement was made on what the price of the totaled vehicle would be so that they could have that to send my lien holder their money. I released the vehicle and since that date I have been waiting for my reimbursement( over a month a half later). Because they will not send me any reimbursement until they get the title. They know the title is clean, which doesnt matter because the vehicle was totaled out, and the lien company has their money. Theres literally nothing within my power to stop any process from happening at this point but they are still holding my money hostage.Business Response
Date: 04/04/2025
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. Gallagher Bassett acknowledges Mr. ******* concerns and regrets his frustration with the process. On 04/4/25 the Gallagher Resolution Manager issued a check in the amount of $1108.06 (50%) to Mr. ******* via overnight mail. Upon receipt of the title the remaining balance will be issued to Mr. ******* and the matter will be settled.Initial Complaint
Date:03/21/2025
Type: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 01.29.2025, I sustained an injury at a ******-operated restaurant and subsequently filed a claim with Gallagher Bassett Services, who handles liability claims on behalf of ******. From the beginning, I made repeated, good faith efforts to provide all necessary documentation, including requesting guidance on what specific medical records were needed.Unfortunately, ******************************************* delayed their response for an extended period despite multiple follow-ups. This intentional delay in providing clarification directly impacted my ability to obtain and submit timely documentation. I believe this conduct represents a potential violation of California Insurance Code 790.03(h), which prohibits unfair claims settlement practices, including failure to communicate promptly and effectively with claimants.After several weeks of poor communication and stalling, Gallagher Bassett offered $500 per person a figure that does not come close to fairly compensating for the injury, associated pain, medical treatment, or emotional distress I endured. I even lowered my original demand from $15,000 to $7,500 per person in good faith, acknowledging their argument that medical treatment is my responsibility. However, they have consistently refused to take responsibility for their role in delaying this claim.I have filed a formal complaint with the **********************************, who is currently reviewing the matter. I have also informed Gallagher Bassett that I will be escalating this further by contacting ************************ executive management team and forwarding the entire communication record so they are fully informed of how this matter has been handled under their name and on behalf of their brand.Business Response
Date: 04/04/2025
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. Gallagher Bassett acknowledges Mr. ***** concerns and regrets his frustration with the process. On 3/27/25 the Gallagher Resolution Manager extended a settlement offer to Mr. **** which was accepted. The matter is now settled to the satisfaction of our client and Mr. ***********
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.