ComplaintsforGallagher

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Gallagher's customer service and IT department are inept. I am simply trying to cancel my insurance and their website is non-functional. **************** says the only way this can be accomplished is by clicking a link on the client portal, but their website does not allow for such an action. They claim that this is the only. method in which my insurance can be cancelled, which is both inefficient and ridiculous. I have tried contacting them on several occasions in recent weeks and have not received any valuable assistance --- especially when cancelling an insurance policy should be a simple act.

  

  Business response

  07/19/2024

  Please find below a summary of events:

  1. 6/24/24: Inbound call asking about Gap coverage for a graduated child, as insureds SHIP insurance was expiring on 8/9/24 and their new job's insurance would not start until September. Gallagher informed caller that Brooklyn Law does not provide Gap coverage and suggested using the marketplace for alternatives.
  2. 6/26/24: Inbound call to submit a termination of coverage (***). Gallagher provided the correct information, but the caller had login problems with school credentials. Gallagher advised resetting credentials and contacting again if further assistance was needed.
  3. 6/27/24: Inbound call after successfully logging in but could not find the option to submit the *** on our website. Gallagher agent walked the student through the website, identified a technical issue on our end, and escalated the situation for resolution.

  Resolution:

  4. 7/10/24: The student's termination request was approved in Gallagher system, with the effective date set for 7/30/24 (the last day of the month of the request). The student was contacted and informed of the resolution.

  Please reach out with any additional questions or concerns.

  Thanks,

  Customer response

  07/19/2024

   
  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

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Gallagher Basset was my employers workers compensation insurance. After being brutally strangled and beaten while working as an ER nurse, my claim has been handled almost fraudulently..They were unable to find me medical treatment because no provider would work with them. I had to find my own and get her approved. They then randomly cut my pay off for weeks and wouldnt respond. I had to get a lawyer who was told oops she must have fallen off autopay. They then didnt pay my provider or answer her back, hoping shed stop seeing me and Id be forced to back to work. When that didnt work, I was sent to completely erroneous independent medical examiners who all agreed I was severely injured by what happened at work. They finally choose to settle, however reconciliation dates were continuously postponed.Its now been 18 days since the judge signed the settlement agreement. Per workers compensation standards, settlement checks should take up to 14 days to be received. Do I have it? Of course not, because this company routinely breaks industry standards. There have been over 100 complaints in the last 12 months to the BBB about this company and they still have a A+ rating??? Fraud.

  

  Business response

  07/09/2024

  Gallagher Bassett thanks ****************** for reaching out to us regarding her Workers Compensation claim. We appreciate the feedback as it provides insight into the experience of an injured worker. The feedback allows us to look into our processes and make improvements to ensure a positive experience for all injured workers.
  We have confirmed that all payments due to ****************** have been issued and have provided the check information to her.
  We have also reached out ********************** attorney to ensure that if there any additional questions we can and will address them. 

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 14th, a FED ex truck delivered a package to our home. Upon leaving, he damaged our property in an attempt to turn around in our yard to leave. We called Fed Ex to report the issue and a few days later, received a phone call from a ************************** ************ with Gallagher Basse company but unable to speak with her at that time. We have made numerous attempts to call her back and even emailed her to no avail. Can someone please reach out to us? It has been almost 2 months since this has happened and has now become a big inconvenience. The claim number is 015556-665458-AD-01.

  

  Business response

  07/08/2024

  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 contacted ****************** on 07/08/2024 to discuss his concerns as well as his claim.  During that conversation, a resolution was reached, and a check is being sent to ****************** to resolve the matter.  Should there be any other questions or concerns the handling branch will be happy to assist.  

  Customer response

  07/14/2024

   
  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. Thank you BBB for getting involved- resulting in actions made. 
  
  Sincerely,
  
  ****************

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a **************** Garbage truck hit my parked vehicle mirror on April 4,2024. A claim was set up by them and admitted fault for incident. I was asked to get my own repair estimates for the damage and sent two to Gallagher Bassett with my claim number(003000-579946-AL-01 ). It has taken multiple calls and emails to the supervisors and customer service lines to get a call back from my claims adjuster every time I try to reach out. After taking a month to get back to me regarding a settlement, the adjuster refused to accept the estimates in full and denied fault even through my vehicle was in full working order prior to accident. The adjuster also told me to drive the car with my mirror damaged/removed, which is illegal in the state. The adjuster attempted to only pay a portion of the estimate. I am trying to get a settlement to repair my vehicle.

  

  Business response

  07/02/2024

  Thank you for bringing this matter to our attention.  We view feedback as an opportunity for us to improve our overall service.  The Resolution Manager assigned to ************************** claim  spoke with him on July 1, 2024.  At that time, with additional explanation and discussion, the matter was resolved and payment was issued on that date.  We have reviewed this matter and apologize that the inquiries were not responded to in a more timely manner.  Our responsiveness was not typical of the high level of customer service for which we strive to achieve and this has been discussed with the handling office.  

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A claim was opened with Gallagher Bassett around 4 months ago and everything was going smooth till it came to getting a form sent to me that I needed to sign, Notarized and sent back. Its now been well over a month now and still on the same step. I was told over a month ago that the agent Im working with she was going to send me the form through email. Over a week went by with no email and then after about 4 or 5 calls I was finally able to reach the agent again and I was told that her manager was out of the office till a certain day but I would be receiving the email. It over a month went on with numerous emails, calls to the agent and even a call to corporate and no replies. Today is Tuesday evening and I spoke to my agent Thursday and I was told again that her manager was out of the office till Monday but keep an eye out Monday for that email. Monday came, no email and nothing but voicemails so I sent an email. Now its Tuesday evening and no replies to my calls or emails and nothing but voicemails for all my calls. Im blown away that a company can be so terrible at customer service. Now Im sitting here with a damaged car while waiting months for Gallagher Bassett and not sure if I need to get help from my attorney or keep waiting months for Gallagher Bassett to stop playing games

  

  Business response

  07/03/2024

  Thank you for providing Gallagher Bassett with this information.  We view feedback as an opportunity to improve.  Gallagher Bassett contacted ********** on June 27, 2024 to have additional conversations on his claim.  Based on their telephone conversation, the estimates were further discussed and an agreement was reached.  A release was provided and the supervisor has provided their contact information should additional questions arise.  

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/15/2024 ***** delivered a package weighing over one hundred pounds to my front porch and in doing so my front porch was damaged. I filed a complaint with ***** on 5/16/2024. I was contacted by an agent at Gallagher Bassett. I sent tracking/claim numbers along with pictures of the damage to my front porch to the agent and was told they would get back to me. I waited three weeks and heard nothing. I called the Gallagher Bassett agent to follow up, left messages, sent emails with no response. After contacting ***** again and being given a list of phone numbers, I finally got through to the agent I was working with. I went through all of this only for her to tell me that my claim was denied because I did not have video evidence of the delivery. The pictures I sent were not enough. I spoke with her supervisor and got the same outcome. The supervisor was going to have his manager call me, which I doubt I will hear from as well as a letter of denial which I requested. I should not be responsible for the damage ***** did to my property. I am a senior citizen on a fixed income being taken advantage of and being called a liar. I dont like it one bit. I should not have to be forced into buying surveillance equipment I cannot afford. I just want my front porch repaired. Below is the claim number. Thank you for your help regarding this matter.

  

  Business response

  06/28/2024

  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. Please be advised that Gallagher Bassett is the third-party claims administrator for ****************** Gallagher Bassett contacted Ms. ****** on June 27, 2024 and confirmed that a check is being issued today, June 27, 2024, for the amount of the repair cost submitted by *****************. This concluded any outstanding issues. Should you have any further issues, please do not hesitate to contact us. 

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have reached out to my case manager five times in three weeks none of which was successful. Then I got an automated response saying she would be out of the office till the 23rd. When I tried to reach her to let her know I plan on moving all you get is crickets now when I send in for my mileage they want to deny me that and then say oh your case manager is ***** she has been since April 15th! Thats two months ago? How am I supposed to let you all know anything of you cant let me know who my manager is? How is it fair that we can not contact you when we need to change information but when we move on with our lives, you all want us to stop living bc you cant have the same respect to let us know a simple email saying this is your new claim manager.! Thats my money I deserve it! I wish I could find a lawyer to take a case against gb

  

  Business response

  06/26/2024

  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. On June 24, 2024, contact was made with ***************************, where we provided proper information of who her workers compensation contact is.  Also, on June 24, 2024, the assigned claim handler made telephonic contact and discussed the issues. *************************** confirmed she will be sending Gallagher Bassett the required documentation showing change in residents.  Upon review, we will update *************************** file.  Should you have any additional questions, please reach out to your assigned claims handler. Thank you.

  Customer response

  07/08/2024

   
  Complaint: 21865946
  
  I am rejecting this response because: Im still waiting the pics he said he had. The auction. Sticker was still on the windshield! This is complete garbage and he knows it 
  

  Best Wishes

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

  

  Business response

  07/08/2024

  Gallagher Bassett has received ******************************* response to our rejection.  The response indicates *************************** is waiting on pictures of a windshield and a sticker, however, however the complaint we received was in regards to a mileage check for a worker's compensation claim.  Her worker's compensation claim does not involve any windshields.   The issue that we were asked to address was addressed on 06/25/2024, and a check was issued on 06/25/2024 for the amount that was requested.  Without further clarification on the need for pictures of a vehicle, we cannot address what is being requested.  Should there be additional concerns in regards to her worker's compensatoin claim, the claims handler who spoke with her on 06/25/2024 provided her contact information for any further questions.  

• Initial Complaint

  06/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was rear-ended by someone who ran a red light I am a employee of AutoZone and was injured at work I have surgery on the 25th of church and all of my paperwork for my medical providers this company did not submit any of my medical paperwork and I think they are holding on to my medical paperwork and I think that is illegal I will talk to a lawyer on Monday about it I haven't got any of my money from me being awarded 60 days of ********* comp until I'm able to go back to work I am behind on my bills and I am getting ready to lose everything because of this this is so messed up and I don't think anyone should deal with this company I don't think this company should even exist. They are doing shameful and illegal tactics and I'm going to do everything in my power to try to have them sent to jail if they don't give me what I work for. I went on their website and I'll see that my adjuster *************************** has not submitted any my paperwork that was sent to them by my doctor my doctor said they have all of the receipts where everything was faxed and they also were the ones who said it was illegal to hold on to someone's medical records Plus I took it upon myself to go post the paperwork to the website and now people do not want to answer the phone and they still are giving me what I am supposed to be getting.

  

  Business response

  06/18/2024

  Gallagher Bassett thanks *********************** for reaching out to us regarding his workers compensation claim. We appreciate his feedback as it will allow us to improve our processes. 
  We have reached out to *********************** attorney to ensure that any questions and/or concerns can and will be addressed.  We want to ensure that *********************** attorney has explained the claims process and can answer any questions. Thank you.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Gallagher Bassett Is the claims administrator for a subcontractors insurance company that caused damage on a project. They have accepted responsibility but their *********************** will not accept that the project required prevailing wage/union labor and even though we have submitted all requested wage documentation, hours backup, invoices etc she continues to ignore this and will not provide payment or the costs required to restore the property to its original condition. She takes months to respond and is now trying to get out of the claim by stating she can no longer work with us and has to work with the property owner even though the subcontractor was required to be additional insured for our project. This company is very unprofessional and clearly strives to avoid resolving claims.

  

  Business response

  06/20/2024

  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 **************** concerns regarding communication.  We have presented a settlement offer based on our review of the labor.  We will reach out to **************** attorney for questions on the labor charges billed. Thank you.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The ***** driver delivered a patio set that was contained on a box. The delivery driver dropped this heavy box onto my concrete entryway and cracked the concrete. I saw her (****) drop the box and my wife heard the loud noise. A 2 person emblem on the box shows 2 people carrying it. I requested $1500.00 in damages.***** insurance company l, GallagherBassett refused to pay as I cant prove the damages. The claim # is 01556662195AD01. Gallagher Bassett has a history of not paying claims. I need to be reimbursed $1500.00. The insurance adjuster was also upset with me as he was coming unannounced from out of town and I had him come at another date.

  

  Business response

  06/21/2024

  Gallagher Bassett would like to thank **************** for bringing this matter to our attention.  We have reviewed **************** customer service complaint against ******************************************* and understand his concerns.  We take customer service complaints extremely seriously and value customer feedback, to ensure any issues with our service is properly addressed.
  
  This matter has been reviewed with the assigned Resolution Manager, ****************, and her Supervisor, **************. 
  
  We thoroughly investigated this matter, employing a certified Appraiser to assess the damage to **************** porch slab.  On June 20, 2024, Supervisor **************, spoke with **************** and extended an offer in good faith.  *************** excepted the offer on June 20, 2024 and this matter has been resolved.
  
  As we indicated above, we take customer service complaints very seriously.  At Gallagher Basset, we strive to thoroughly investigate all incidents being made against our client, and evaluate claims as fair and ethically as possible.
  
  If you have any additional questions or concerns, please do not hesitate to contact us. 

*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. ↩