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Initial Complaint
06/12/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 3/4/2024 My vehicle was hit by one of Gallagher Bassett's insured drivers in his company truck. My adjuster ********************* has been awful, she never answers her phone. She doesn't respond to emails. It is now past 90 days since the incident, and her excuse is that she is still trying to get a statement from the other driver whose phone number I had to provide to her because her first excuse was that she could not get a good number for him. So, I used LexisNexis to look it up. I just want my car fixed. I've even cc'd her manager and still don't get a response. I'm about to get my attorney involved because this is beyond ridiculous.
Business response
06/21/2024
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 has issued payment on June 12,2024. We have made several calls to ********************, leaving voicemails, as well as followed up via email to confirm that payment has been received. ******************* has responded to our emails confirming she has received the check.Should you have any additional questions, please reach out to your assigned Resolution Manager. Thank you.
Customer response
06/26/2024

Complaint: 21838343

I am rejecting this response because: As mentioned I did finally receive the check for repairs, so I deposited the check, set up my rental and put my car in the shop only to find out that the check has been placed on an extended hold through my bank because of a problem with check issuer, Gallagher Bassett. My car is now in the shop being worked on and I cannot access the funds to pay for it because no one will respond to resolve the issue so my bank will release the funds.

Sincerely,

***************
Business response
06/27/2024
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 issued payment on June 12, 2024 and the check was cashed and cleared on June 22, 2024. We have spoken to ******************* on June 27, 2024, and confirmed that the check has cleared our bank. As per her request, we will request and provide her with a copy of the cashed check. We suggested that she contact her banking institution to get clarity on their policy for holding checks.
Customer response
07/02/2024

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.
After nearly four months, I can say Gallagher Bassett has now taken care of getting my vehicle fixed. It ***** that it takes complaining for anything to get done but it is what it is and my vehicle is fixed so I am happy.

Sincerely,

***************
Initial Complaint
06/10/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On May 6, 2024, a Fed Ex Ground truck hit my vehicle parked in front of my home and then the driver fled the scene without attempting to notify the vehicle owner or contact authorities. I was witness to part of the crime as described in the filed police report for vehicle hit and run charges. I was able to quickly obtain clear video evidence of footage extracted from a Ring doorbell camera showing the scene immediately before, during and after the crime. A police officer came to the scene following the incident to document the crime for the purpose of filing criminal charges. The damaged vehicle is co-owned and driven by my daughter, ***************************, who was also home during the incident. This event triggered and exacerbated my daughters pre-existing mental health issues, resulting in a relapse. Consequently, she now requires scheduled therapy sessions with a psychiatrist and medication to manage her symptoms of paranoia.Despite my many attempts to contact insurance provider Gallagher Bassett (Claim # ************AD01) to resolve this matter without legal intervention, not a single representative has attempted to contact me as of the date of this complaint.Relief Sought:oProperty damage repair estimate: $3,435.26 oDisplaced vehicle inconvenience fee: $1,000.00 oPsychiatry appointments @$175 per hour x 24 months: $4,200.00 Total Sum: $8,635.26
Business response
06/13/2024
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 ****************** On June 11, 2024 we were able to speak with ************** concerning her property damage claim, as well as address her daughters claim. A check was issued on June 11, 2024. We also agreed that the original check issued on May 24, 2024 for the repairs of her vehicle is valid and we will be working with her body shop for any supplemental repairs and cost. In regards to her daughters claim, once the release is secured, a check will be issued to settle this portion. Should you have any further issues, please do not hesitate to contact us.
Initial Complaint
06/06/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I filed a claim on April 5 with Gallagher Bassett after my parked car was struck by a ***** truck. My car has been repaired for 2 weeks, but ***** collision center in ********,** will not release it until Gallagher Bassett sends ***** proof of payment for the final supplement. I have been unable to reach the GB adjuster assigned to my claim, *************************, for over a month via both email and phone. I want GB to send ***** the necessary documents so that I may get my car back.The claim number is 015556-660209-ad-01.
Business response
06/11/2024
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 ****************** On June 7, 2024 Gallagher Bassett issued a supplement check directly to the shop for any outstanding cost. On June 11, 2024, we confirmed with ******************** that his vehicle was released and back in his possession. This concludes any outstanding issues. Should you have any further issues, please do not hesitate to contact us.
Customer response
06/12/2024

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
06/05/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Since July 2023 I have had expenses I was told would be reimbursed for. They paid for 2 requests a couple months after the accident. But from that point on my attorney or I have been able to receive any reply much less reimbursement for further miliage. The one time they did pay it I was scolded by Gallagher Bassett's attorney for contacting my adjuster directly. I want to do it again but out of respect for my attorney I've decided not to. I only hope games aren't being played with my medical providers. I've read several complaints from others and it seems very common place for them not to reimburse for expenses. I can only hope the companies they represent get enough word about this and are alarmed enough to change companies. This isn't funny when you're scraping by on a pidley work comp check.
Business response
06/08/2024
Gallagher Bassett is in receipt of ******************** complaint. We apologize for any issues encountered on the claim. A review of the file shows that ******************* is represented by counsel, and accordingly, our communications on this matter will be made with the attorneys involved in the case. We encourage ******************** attorney to reach out to our attorney, or the Resolution Manager ****************** with any further questions or concerns.
Customer response
06/10/2024

Complaint: 21808726

I am rejecting this response because: My attorney has sent my mileage reimbursement log to GBs attorney. The last time this happened was milage from July to Dec 2023. We made numerous attempts going through attorneys with absolutely no success. I emailed the adjusters supervisor and within days I received a check. Shortly after the supervisor replied saying the mileage has been to my adjuster and a check is being sent I was copied an email from GBs attorney instructing her to tell her client to stop contacting the adjuster.
This said I, yes, I reject your explanation. Seems to me GB would be concerned that their attorney is not performing his legal responsibilities.

Sincerely,

*************************
Business response
06/13/2024
Gallagher Bassett would like to thank ******************** again for your reply. Please note that all mileage benefits have been paid in accordance to the applicable South **************** Compensation statute. On June 12, 2024,Resolution Manager, ****************** contacted your attorney to advise him on the status of your mileage and discuss any further questions you may have. As you are represented for this claim, please follow up with your attorney regarding the current disposition of this matter. Thank you.
Customer response
06/13/2024

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.
We've not received it in the mail and are in touch with our attorney regarding sending a message upon arriving. Sorry this had to escalate to using the BBB platform but do thank the BBB for it's services.
Sincerely,

*************************
Initial Complaint
05/29/2024
Complaint Type:
Service or Repair Issues
Status:
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.
We treated a patient under Gallagher workers compensation Claim# ******-025542-WC-01. We submitted a Dental claim form in February 2024 to the address provided by *************************** at Gallagher. In March we received a letter from Gallagher stating there is "no claim on record for named patient". I have reached out to ***** several times via e-mailed and voicemails in reference to this letter. I also left a voicemail for her Supervisor ***********************************. None of my e-mails or voicemails have been responded to.
Business response
06/03/2024
Gallagher Bassett thanks you for bringing this matter to our attention. We apologize for any inconvenience our billing process has caused you in this matter. We are not sure why the initial bill was not recognized and assigned to the appropriate claim number. However, it has now been received, and it has been processed through our bill review system. A check will be issued with tonights check run on 06/03/2024 and mailed to your facility. Our branch manager has called your office and left a message with this information. We hope that between the call and the check issuance, this matter is resolved. If it is not, please feel free to respond to the voicemail from the manager. You can also check the progress of the bill by contacting our national Bill ****** line at ************ Option 1.
Initial Complaint
05/25/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On May 9th, 2024, while on my way to work, my vehicle was struck by a tractor trailer owned by ******** ************* which is insured by *************************** who uses Gallagher Bassett as a claims manager. I was not contacted by Gallagher Bassett until May 16th, at which time I was told they would send an appraiser out to get an estimate on damage. I was told I'd be contacted by the appraiser within 2 days, after 6 days on May 22nd, I reached out to Gallagher Bassett for an update since I had not heard from anyone. I received no call back. I contacted them again, 2 days later, on May 24th and still have not received a call back. My vehicle is still damaged over 2 weeks later and not safely drivable, forcing me to risk further damage by continuing driving it to work as I'm not able to afford a rental vehicle or ride sharing.
Business response
05/29/2024
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. We acknowledge your customer service concerns regarding delayed responsiveness, and apologize for not responding within 24 hours of your recent communications. We are confident your customer service concerns were addressed upon speaking with our management team on Wednesday, May 29, 2024, wherein the claim process was communicated and finalized with you. As discussed, we are obligated to pay claims which our client is legally obligated to pay. Should you have any other questions, please reach out to us. Thank you.
Initial Complaint
05/22/2024
Complaint Type:
Product Issues
Status:
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.
The company is taking me too long to pay me my money, set up my direct deposit, and their way of paying through checks is obsolete. Checks takes too long when we are living in the year 2024 with so much technology. Especially when the mail is in ******. my first check was 3 weeks late! and bills do not wait for payday. I am hurting too much with my checks coming too late. Starving some days even! Thyis company needs to change their system paying out workers comp
Business response
05/29/2024
Gallagher Bassett would like to thank you, ******************, for bringing this matter to our attention. We view feedback as an opportunity for us to improve our overall service. On May 24, 2024, a member of the Gallagher Bassett leadership team in ******** contacted you via telephone. During the discussion, you were advised what information you needed to provide to Gallagher Bassett to set up direct deposit. Thank you for providing the required information following the discussion. We are pleased to inform you that we have now set up direct deposit for your future payments. This will ensure that your money is deposited directly into your designated bank account, eliminating any further delays or inconveniences associated with check payments.

We sincerely apologize for any inconvenience caused by the delay in processing your payment. We understand the importance of timely compensation and we deeply regret any frustration this may have caused you.
Initial Complaint
05/22/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have been out of work since 3/18/24 due to a workers compensation work injury. I have not been paid ever. The company does not return calls or emails. The app stopped working and they have poor customer service assistance.
Business response
05/28/2024
Gallagher Bassett would like to thank ************************ for bringing this matter to our attention. We are sorry to hear of the troubles you have experienced with reporting of a workers compensation claim for an injury occurring in October 2023. This was reported to Gallagher Bassett at the end of April 2024. Senior Resolution Manager ************** spoke with ************************ to discuss his claim, the claims process and address any questions or concerns. During the call it was confirmed that ************************ had been treating under personal insurance and Gallagher would need to obtain those records. The status of his claim was discussed. Upon receipt of the medical information we will follow up regarding next steps. If you need anything else in the interim, please reach out as discussed. Thank you.
Customer response
05/29/2024

Complaint: 21747401

I am rejecting this response because:
Waited until I filled complaints and contacted the BBB and an attorney to then dismiss my case.
They have made false statements that I was injured previous to work.
I literally was physically okay minutes before with my supervisor and manager.
Sincerely,

*******************************
Business response
06/03/2024
Gallagher Bassett is sorry to hear that ************************ rejected the response. Senior Resolution Manager ************* contacted ************************ again on May 30, 2024 to follow up on prior discussion and answer any additional questions. ************************ was made aware his case is not dismissed and Gallagher is continuing to gather records. No statements have falsely been made regarding being injured prior to work. The Senior Resolution Manager clarified Mr. *********** prior and current treatment and this information is needed to properly assess the claim. Upon receipt and review of the additional information she will follow up regarding next steps. She also provided ************************ with her supervisors contact information if she was not available and if he needed anything further. Thank you.
Initial Complaint
05/22/2024
Complaint Type:
Product Issues
Status:
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.
A ***** Truck destroyed a lawn ornament at my home while making a delivery on January 29, 2024. I reached to ***** and they eventually sent me to Gallagher Bassett to file a claim which I did on February 19, 2024. I was assigned an adjuster who asked for an received pics from me. His name is *****************. I tried reaching out to him by phone and email since February with NO response. I reached out to his supervisor, *****************************, also with NO response. I am requesting a prompt refund or payment of the cost of my lawn ornament; $50.
Business response
05/24/2024
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 ****************** On May 24, 2024, Gallagher Bassett spoke with ****************** by phone and was able to finalize the settlement of his claim. A check is in the process of being issued to conclude this claim.
Initial Complaint
05/21/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My complaint originally pertains to a vehicle accident in ***********, **********, involving myself and a ***** Ground driver whose reckless driving on my street caused me to have to make evasive maneuvers which caused me to incur damage to my right passanger mirror when I hit a large garbage bin on the side of the road.Gallagher Basset is the company that ***** has contracted with to handle claims and my claim was shunted to them from *****.I submitted a detailed report of the incident including photographs to support the facts of what happened. Gallagher Basset's adjuster, an ***************************, processed my claim and decided to deny the claim based on what she determined to be evidence suggesting that I was in the wrong and that the ***** driver was in the right.The grounds of her decision were that the ***** driver had the right of way. This is a categorical reversal of the facts, and in my emails and phone calls with them, I provided citations from California's DMV code which unequivocally states that the uphill driver has the right of way. I was the uphill driver, and I had the right of way. Her final report and the basis of her denial is the exact opposite.I will attach copies of everything I can to help support my complain, including the final emails.Gallagher ******'s decision was not only wrong, but when I pressed them in follow-up emails about it, the final justification for the claim changed from me not having the right of way, to the ***** driver having "control of the road," which is, in **********, an entirely fallacious concept. This changing of justification, to me, further demonstrates an arbitrary and capricious decision making process, not rooted in fact or the laws of California, where the incident happened.I don't know how BBB will handle this, but I would encourage BBB to pursue this with superiors in the adjuster's chain of command, as my interactions with **************** were totally disagreeable. Thank you!
Business response
05/29/2024
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 ****************** On May 23, 2024 Gallagher Bassetts Supervisor ************** spoke to ****************** regarding his claim. We are currently working with ****************** to confirm the amount of the damage, and will reconvene based on the agreed compromise. Thank you.

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